Chapter 2: Handle outgoing mail

Outgoing mail is a vital function in any office environment, particularly for office assistants who manage communication between their organization and external parties. In Kenya, efficient handling of outgoing mail ensures timely delivery of information, which can affect business operations, customer relations, and compliance with regulatory requirements. This chapter focuses on the processes involved in preparing, dispatching, and recording outgoing mail, equipping office assistants with the skills to maintain professionalism and accuracy in correspondence.

2.1 Outgoing mail

Outgoing mail refers to all documents and parcels sent from an office to external recipients, including customers, suppliers, government agencies, and other stakeholders. Proper handling of outgoing mail is essential to safeguard the confidentiality, accuracy, and timeliness of communication, which supports organisational efficiency and reputation.

2.1.1 Types of outgoing mails

Outgoing mail in an office setting can take various forms, each requiring specific handling procedures to ensure appropriate delivery and record-keeping. The type of mail is decided by the importance of the content, the proof of delivery needed and the legal weight of the document. Example: a routine reminder to a supplier is sent as ordinary mail, while a contract is sent in a way that proves who received it and when.

2.1.1.1 Registered

Registered mail is mail handed to the postal service and recorded at each stage of its journey, so that it can be traced and its delivery confirmed. The sender receives a receipt at posting, and the recipient signs on delivery. It is used for items that would cause loss if they went missing. Example: a property agent sends a tenancy agreement to a landlord as registered mail, and keeps the posting receipt as evidence.

Features of registered mail:

• Posting receipt: The sender is given a numbered receipt that proves the item was handed over on a stated date.
• Tracking: The item can be followed through each stage using the registration number.
• Signature on delivery: The recipient or an authorised person signs to confirm receipt.
• Compensation: Loss or damage may be compensated up to a limit set by the postal service.
• Higher fee: A registration fee is paid in addition to the normal postage.

Items normally sent as registered mail:

• Contracts and agreements: Documents that create legal obligations.
• Legal notices: Notices where the date of delivery may be questioned later.
• Share certificates and title documents: Items that are hard to replace.
• Cheques and valuable documents: Items with cash value that must not be lost.
• Certificates and licences: Original documents whose loss would be costly and slow to put right.

2.1.1.2 Recorded

Recorded mail is a service name used by some postal operators for mail whose posting and delivery are recorded but which is handled with fewer controls than registered mail. The office confirms with the post office whether the service is offered and what it includes. Where such a service exists, it normally records the item at posting and obtains a signature on delivery, which gives proof of delivery at a lower cost. It suits documents that need evidence of receipt but have no cash value. Example: where a post office offers this service, a printing firm may send invoices to clients by it, and the signed delivery record shows who received each invoice.

Features of recorded mail, where the service is offered:

• Record at posting: The sender normally obtains a receipt that shows the item was posted.
• Signature on delivery: The recipient normally signs, and the signature is kept as proof.
• Limited tracking: Delivery can normally be confirmed, but the item may not be followed at every stage.
• Limited compensation: Compensation for the contents is not normally available, so valuable items should not be sent this way.
• Lower cost: The fee is normally lower than for registered mail.

Difference between registered and recorded mail, as the services are usually described (the office checks the details with the post office):

2.1.1.3 Legal

Legal mail consists of documents with legal consequences, such as court papers, demand letters, statutory notices and contracts. Time limits often run from the date of receipt, so the sender must be able to prove when and how the item was sent and who received it. Example: a law firm sends a demand letter to a debtor by registered post and keeps the receipt, the copy of the letter and the signed delivery record in the client's file.

Features of legal mail:

• Marked and identified: The envelope shows the nature of the document, for example "Legal Notice", and the sender's reference.
• Authorised sender: The letter is signed by an advocate or an officer with authority.
• Proof of delivery: It is sent by registered mail or another service that gives proof of delivery, or delivered by hand against a signature.
• Copies retained: A true copy of the document and proof of posting are filed.
• Strict timing: It is sent so as to meet the dates required by law or by the contract.

Handling legal mail:

1. Confirm that the document has been signed and approved by the responsible officer.
2. Check names, addresses, dates and amounts against the file, because an error may invalidate the notice.
3. Make a copy for the file before the original is enclosed.
4. Seal the envelope, mark it as required and attach the reference number.
5. Send it by registered mail, or by hand against a signature.
6. Record the date and means of dispatch in the outgoing mail register.
7. File the posting receipt and the signed delivery record with the copy.

2.1.1.4 General correspondence

General correspondence is the everyday mail of an office that carries no special legal or financial risk. It includes business letters, replies to enquiries, quotations, invitations, circulars and thank-you letters. Business letters are official communications addressed to clients, suppliers, or regulatory bodies. They follow a structured format and often require signatures and company letterheads. Example: a travel agency may send booking confirmation letters to clients, which must be carefully prepared to maintain professionalism.

Features of general correspondence:

• Ordinary postage: It is usually sent by ordinary mail, email or messenger.
• Standard format: It follows the organisation's letterhead, reference and layout.
• Routine approval: The officer who signs it is normally the head of the section.
• Copy kept: A copy is filed for reference.
• Low sensitivity: The content is not confidential, so it needs no special protection.

2.1.2 Outgoing mails receiving and sorting

Outgoing mails are received when sections of the office hand their finished letters, parcels and documents to the registry or mailroom for dispatch. Sorting then separates them according to content, urgency and the means of dispatch. Careful receiving and sorting ensure that confidential items are protected and that urgent items leave the same day. Example: a travel agency's mailroom receives letters from several departments at 3.00 pm, checks them and separates payment statements, legal notices and ordinary letters before dispatch.

2.1.2.1 Content categorization

Content categorisation is the grouping of outgoing mail by the nature of what it contains. The category decides who may handle the mail, how it is packed and which means of dispatch is used. Example: in a human resources office, a letter containing an employee's salary details is categorised as confidential and is sealed and handed to a named officer, while a notice about a staff meeting is general correspondence.

Two more categories are used in many offices. Valuable mail encloses cheques, drafts or documents that are hard to replace, and it is recorded and sent by registered post or by hand. Urgent mail has a deadline and is dispatched first, whatever its category.

How to categorise outgoing mail:

1. Read the heading, subject line and markings on the letter, such as "Confidential" or "Legal Notice".
2. Ask the sender if the category is unclear, rather than guessing.
3. Mark the envelope or the outgoing tray according to the category.
4. Place the item in the correct tray or container for that category.
5. Record the category in the outgoing mail register.
6. Keep confidential and sensitive items in locked storage until dispatch.

The categories of outgoing mail are described below. Each one decides who may handle the mail and how it is packed and sent.

Confidential

Mail whose contents must be seen only by the named recipient, such as personnel records, salary details and disciplinary letters. It is sealed, marked "Confidential" and handled by authorised staff only.

Sensitive

Mail that may harm the organisation or individuals if exposed, such as financial statements, tender documents, client records and strategic plans. It needs secure packing and a traceable means of dispatch.

Legal

Mail with legal consequences, such as contracts, notices and court papers. It must be sent with proof of delivery.

General correspondence

Routine mail with no special risk, such as replies to enquiries and invitations.

2.1.2.2 Security and privacy – encryption requirements procedures

Security and privacy in outgoing mail means protecting the content from being seen, altered, lost or stolen before it reaches the recipient. It protects the organisation's information and supports compliance with Kenya's Data Protection Act. Physical mail is protected by sealing, restricted access and safe custody. Electronic mail is protected by encryption, which converts the message into a coded form that only authorised persons can read. Example: a manufacturing firm's accounts office sends a payroll file by email with a password, and the password is given to the recipient separately.

Physical security measures:

• Secure handling: Mail containing sensitive information, such as personnel records or financial data, is sealed and labelled "Confidential" to prevent unauthorised access.
• Restricted access: Access to outgoing mail is limited to authorised personnel only, which reduces the risk of tampering or loss. A firm may name one mailroom clerk as responsible for outgoing mail.
• Traceable dispatch: Important documents such as contracts or legal notices go by registered mail, which gives tracking and confirmation of receipt.
• Tamper-evident envelopes: Seals that show if the envelope has been opened.
• Locked storage: Mail awaiting dispatch is kept in a locked cabinet or room.

Encryption requirements for electronic outgoing mail:

• Encrypt sensitive emails: Messages and attachments containing personal, financial or legal information are encrypted before sending, or shared through a secure file-sharing platform, to meet the duty in the Data Protection Act, 2019 to build safeguards into processing, which lists encryption among the measures a data controller should consider (section 41(4)).
• Password-protect attachments: Documents are protected with a strong password, which is sent to the recipient by a different channel, such as a phone call.
• Use secure platforms: Large or sensitive files are shared through approved secure file-sharing platforms, not personal accounts.
• Verify the recipient's address: The address is checked before sending, because a wrong address exposes the information.
• Keep keys and passwords safe: Passwords are not written on the document or stored where others can find them.

Procedure for sending a confidential electronic document:

1. Confirm that the document has been approved for release by the responsible officer.
2. Check the recipient's name and email address against the file.
3. Save the document in a format that can be protected, such as a password-protected PDF.
4. Apply encryption or a strong password to the document.
5. Attach it to the email, marked "Confidential" in the subject line, without putting the content in the message body.
6. Send the password separately, through another channel.
7. Record the date, recipient and means of sending in the outgoing mail register.

Incident reporting: any loss, theft, or breach of outgoing mail security is promptly reported and investigated to limit damage and prevent recurrence. The report is made in writing to the supervisor, and states the item, the date and the circumstances.

Procedure for receiving and sorting outgoing mail

1. Receive the mail from each section at the fixed collection time, and sign for it in the collection book.
2. Check that each item is complete, signed, sealed and addressed, and return any that are not to the sender.
3. Check that the enclosures mentioned in the letter are present and that there is a file copy.
4. Separate the items by content, using the categories of confidential, sensitive, legal and general correspondence.
5. Within each category, identify urgent items and set them aside for the earliest dispatch.
6. Group the items by means of dispatch, such as post, courier, hand delivery or email.
7. Record the items in the outgoing mail register before they leave the mailroom.

Packaging outgoing mail

Before dispatch, each item is enclosed so that it arrives intact and its contents stay private. The packing is chosen according to the size, weight and fragility of the item and its category. Example: a hardware distributor sending paint colour samples to a client uses a sturdy box with clear labelling, while a one-page quotation goes in an ordinary envelope.

• Suitable container: Documents go in envelopes of the right size, and parcels in boxes strong enough for their contents.
• Protection of fragile items: Padding fills the empty space so that contents do not move in transit.
• Clear labelling: The address and any handling marks, such as "Confidential" or "Fragile", are written clearly on the outside.
• Secure sealing: Envelopes and boxes are sealed so that any opening can be seen.
• Dispatch note or cover letter: A short note summarising the contents and giving contact details for follow-up may be enclosed or attached.

Chapter Summary

This chapter explored the process of handling outgoing mail, beginning with the different types of mail such as registered, recorded, legal, and general correspondence. It highlighted the importance of properly receiving and sorting outgoing mail by categorizing content based on confidentiality and security needs, including the use of encryption where necessary. The chapter then examined the methods of recording outgoing mail, detailing the components and significance of mail registers, whether maintained manually or digitally, along with the essential information to capture and the procedures for sending, monitoring, archiving, and reviewing mail logs. Addressing mail envelopes was discussed with emphasis on the components, proper formatting, inclusion of return addresses, and considerations for international mail. The section on postage stamps covered procedures for affixing stamps, the purpose of postage, factors influencing rates, and best practices for stamp etiquette. Finally, the chapter reviewed various methods of mail dispatch such as email, post office, hand delivery, and courier services, stressing the importance of meeting deadlines and screening mail to ensure security.