Desk Manual

[mlm668]

I have decided to take it upon myself to create a desk manual for my job.  As I perform my various duties, I am copying screens I use in our accounting program as examples and pasting them into my draft.  Then I plan on going back and writing out step my step instructions for each area the different screens cover.  I have also marked space for a section that shows a brief organization chart, phone extensions, e-mail addresses for people who are contacted on a regular basis for information (ie: insurance rep for insurance certificates required for each job) and a section of regularly used vendors for office supplies, repairs, etc.

So my question is this.  If you were hired to fill in for me as a temp or to take my place because I have won the lottery and left to travel the world , what kind of information would you want to have readily available to you about your new position and its duties?

Thanks in advance for the input.  I know I'm going to get some great suggestions by asking ya'll.

Michelle

[blufire21]

Maybe put information on purchasing proceedures for the company.  Like if your company uses POs, and how to aquire them.  What the proceedure is for make a large purchase such as $12,000 for office furniture.  What level of authorization each person has as far as making special purchases ( Like only the VP of Technology can authorize the purchase of computers, but Joe Smoe in accounting is allowed to authorize any special purchase under $50).


Ellen (I'll think of some more in a minute) in TX

[adassistant]

Some additional items that I have in my manual are accounting policies and procedures.  In this section is the policies for travel, there are guidelines for doing expenses/sundrys, expense voucher do's and don'ts, etc.  You may want to include instructions on shipping packages overnight; ie. which carrier you use and how do you document the shipment.   I also have a section on setting up meetings, including how many attendees will squeeze into each room; which caterers are better for which type of meeting and which one is great for short notice.  And then I've got a miscellaneous section which includes the company's confidentiality policy; what my replacement should do with my mail; list of limo services; directions and maps to different facilities; how to handle the phone for each person you cover the phone calls for, ie. who likes hand written messages and who like there calls to be put into voice mail.  

One other thing you may want to add, is a cheat sheet called "Who do I see about...?".  This can include the phone extentions for various situations that may come up.  For instance:  If you need audiovisual equipment, if you've got a question about benefits, if you need to schedule a conference room, if you need computer assistance, if you need a notary public, or if you just need to talk to someone about the temperature in your office.  Obviously, this list can get quite lengthy!

I actually have quite a bit more in my manual, and I can list off more things if you'd like.  Just let me know!

[ocblnd]

Michelle....this is a subject near and dear to my heart.. ...I have always created a 'desk manual' anywhere I have been...just for the reasons you mentioned...hit by the bus, win the lottery, etc.

My begins with the listing of WEEKLY Schedule - routine work done each day (Monday - gather parts of status report, to boss to review, edit, copy 18x for 1:30 meeting......)
What needs to be remembered on a DAILY basis - if Marketing Bulletins updated - print out 2 copies, where the copies go...
I have an index of the files in each of bosses file cabinets. (at least then you have a fighting chance of finding THAT file again)
Specifics on how to create the Weekly Status Report, where the parts come from, how to cut/paste for final report.
We do a weekly Headcount with Org.Chart, Status excel report by pay grade, Addition/Deletions page....instructions on how to produce all these reports...where information comes from...who gets copies of finished produce
I keep a copy of need to know information that comes from HR, Corp memos....those things where you know someone said it/sent it - need to find it.
We do online ordering from Office Depot - have instructions on the procedure and codes.
Have a listing of people (CEO & assistant, VP's & assistant, etc...down thru our National Managers) - extension numbers, who reports to who listing....even a listing of where some of the offices are (we are a large organization and easy to get lost unless you know which wall to hug)
Listing of restaurants in the area with addresses and phone numbers, some with directions
listing of 800 #'s for airlines, cars & hotels
Listing of all the Reports to be Aware of - and which day and what time they are due and to who.
Information on processing check requests, travel reports and expense reports.
Printed material on how to operate phone and voice mail system
A list of the Exec Committe members and all their assistants.
AND as things come up, questions asked and the information is not in the manual it gets added...or as information changes it gets updated.  

I figure it does not endanger my job security - it provides me with promote-ability. ....the information is there if I'm out for a day or if I'm out of that position and someone else has to step in.

I gave up keeping everything in my head a long time ago and it is so nice to be relieved of so much clutter.    

[workerbee2]

A very good thing to include is a list of people/phone numbers who will help you.  I usually include other admin friends, the "best" (most helpful) IT, maintenance, mail room, etc. people.  Having been the "new girl" more times than I care to remember, I have found these contacts to be invaluable.

And three cheers for everyone who has a desk manual.  The toughest jobs and temp assignments I ever had were the jobs where desk manuals didn't exist, and sometimes where there was no one to train me.

Elaine

[dwreath]

One thing I keep on hand is a list of all copiers, fax machines, printers, etc.  With model numbers and brand names and a list of vendors with phone numbers for service departments.  I also have included the type of toner required or what things are included in service agreements such as toner.  If someone needs to step in for a day, its a fast way to see whats what.  I know at a new place, its always easier to just order what they usually do from who they usually do until I have time to check into pricing on my own and after I've gotton use to how the place runs.

Even now, after having been here for two years, I still use my printout all the time whenever I need to call for maintenance or supplies.

[bethalize]

People! Names and titles so that when someone comes up to me and says "Bob" in accounts I can look and find all his contact details, by department or first name or surname. Especially good when the company directory is by surname. And a seating plan showing people's names related to where they sit. And a map showing all the different departments and room numbers.

Bethalize
Deskdemon Forum Board Staff

[goldenearring]

Michelle, I've built mine to a 2-volume set over time by adding a topic as soon as it comes up.  I keep them on my computer in a subdirectory called DeskManual.  Under that I have pages, e.g., like the following:  Accounting, Housekeeping, Travel, Purchasing, Employees, etc.  - - and then I keep them alphabetically, with a table of contents in the front of the book.  In the back, I put business card holders, and I also print out names and addresses sheets related to each topic, keeping those separate from the relevant notes.   For temps, I'd be sure to include what people above said, and then, if it wasn't added, a list of needed passwords, etc.  There is a book I scanned through this week called "The Organizer," and although I do a lot of the things already in there, there was a great tip on a cheat sheet for a temp, which would be something good even if you were just out of the office for a day or two.  Your boss would love you.  You can probably find it through your local library.  The author is a woman; that's all I remember.

[mlm668]

This is going to be my rainy day project and I knew I would get some great suggestions. I hadn't even thought of a map of the office.  We are small, but it still helps to have one when you have 3 doors going out and a 2nd shop that is detached from main building.  Anyone doing this job needs to know where to find people when they go over there too.

Since I work for a small business, not all of them are necessary, but I am going to print them out and save them anyway.  Never know when that golden opportunity may present itself and I find my self in a larger company where I would need to know those things.

Many thanks.

Michelle

[catsmeat]

I was lucky in that when I left my last job, I was replaced from within the organisation; my lucky (!) successor already knew her way around, who worked for whom, etc.  However, she'd come from a different side of the business, so I gave her the full nine yards on each of my reps - whether they smoke, do they need hotel rooms booked/what chains do they like, airports of preference for flights, dietary preferences, etc.  And, of course, the list of useful people who would help her out in the event of a crisis!

[groucho]

How about a list of cell phone numbers and pager numbers for those that work outside of the office, and need to be contacted on a regular basis?  Also, with the thing for copiers, faxes...was a list I called my "Equipment/Services" list.  Had all the particulars on all the office equipment, and where to order all the supplies, such as coffee, office supplies.  And a reference to the company's main phone number and address (our location) and the same for corporate HQ.  I had this in a binder on my desk, with index tabs for easy reference.  The first page was "phone instructions"...including how to forward calls into VM, and how to retrieve them from general delivery!  Hope this helps!

Daisylee

[catsmeat]

Just thought of something else ....

My current role is within the Church, where titles and "order of rank" are important.  A list of proper titles and how to address people bearing such titles, proved invaluable when I came along!

[raindance]

I compiled my manual when I started in my present job almost three years ago.  I had a number of temporary assistants to help me out or to cover for me while I was away.  I work for a trade union and professional organization so my manual includes: list of basic phone numbers, fax, email etc; contact list of Council members; basic information about the company; management structure; map of area, including those all important stores, transportation and place to get lunch; details of how specific tasks should be done as well as a "map" of basic tasks to be done each day; how documents should be set out and examples etc etc.  My temporary assistants have found it useful as has my recently appointed permanent assistant.  And it's a good "mentoring" aid.