Chapter 2: Interpret office instructions

Interpreting office instructions is a fundamental skill for office administration professionals in Kenya, ensuring that tasks are executed accurately and efficiently. Office instructions often come in written form and require careful attention to formatting details to maintain clarity and professionalism. This chapter focuses on how to receive and interpret these instructions, particularly the importance of font style, font size, and style instructions that guide the presentation of documents. Mastery of these elements supports effective communication within organizations such as small accounting offices, printing shops, and general business offices.

2.1 Receiving office instructions

Receiving office instructions means more than reading a request. The instruction often says how the finished document must look: which font to use, how big the letters must be and how headings and lists must be laid out. A typist or office assistant who misses these details produces a document that has to be retyped, and one that ignores them may look careless to the reader. Reading each instruction closely, noting every detail of style and checking that it can be followed, is therefore the first step of document processing. Example: a manager's note to a records clerk says "Type the circular in Times New Roman, 12, with shoulder headings and the points as a numbered list". The clerk reads the line once more, marks the four requirements and confirms the layout before typing.

2.1.1 Font style

A font style, or typeface, is the design of the letters used for the text of a document. Fonts are divided into two broad families. Serif fonts have small strokes, called serifs, at the ends of the letters. Sans-serif fonts have plain letter ends. The instruction names the font because it affects how the document is read and how the organisation presents itself. The font must be installed on the computer, and a document sent to another person is safest in a font that most computers have.

Times New Roman

Times New Roman is a serif font. The small strokes at the ends of its letters guide the eye along a line, which suits long passages of printed text. It is widely used in formal letters, reports, contracts and other documents where a serious, traditional look is wanted. An office instruction such as "type the contract in Times New Roman" is followed by selecting the font from the Font box on the Home tab before typing, or by selecting the text and changing it afterwards.

Calibri

Calibri is a sans-serif font with smooth, rounded letters. It is clear on screen and is widely used for emails, internal memos, spreadsheets and presentations. It was the default body font of Microsoft Word for many years, while newer versions of Microsoft 365 use Aptos by default, so an instruction that names Calibri has to be followed even when the template shows another font.

Other fonts named in instructions

Instructions may also name other fonts. Arial is a plain sans-serif font that stays clear in presentations and notices. Cambria is a serif font designed to be read on screen and in print and is often used for long reports and training materials.

Using font style consistently

The instruction usually applies to the whole document, so the font is chosen once and used throughout. Mixed fonts make a document look untidy and distract the reader. A different font may be used for a heading only when the instruction says so. Choose the font to suit the purpose: serif fonts for formal letters and contracts, and sans-serif fonts for informal memos and digital documents.

Technical points about fonts

• Installed fonts: A font that is not installed on the receiving computer is replaced by another, which can change the layout, so common fonts are the safest choice for shared files.
• Saving as PDF: A PDF keeps the fonts as they were typed, so it is used when the appearance must not change.
• Number of fonts: Using many fonts in one document makes it look untidy, and more than two or three in a document is seldom needed.
• Readability: A fancy font that is hard to read on screen or in print is avoided for official documents.

2.1.2 Font size

Font size is the height of the type, measured in points. One point is one seventy-second of an inch, which is about 0.35 mm, so 12-point type is set on a line about 4.2 mm high (the capital letters themselves are shorter than that). Size affects how easily a document is read and how the reader sees its structure: larger text draws attention and smaller text recedes. The instruction states the size, so that every document from the office looks the same.

12, 14, 16

These three sizes are named in many instructions, and each has a usual job:

• 12: The size for the body text of letters, reports and memos. It is comfortable to read on paper and on screen and uses space sensibly.
• 14: The size for headings and sub-headings, so that they stand out from the body text. An instruction might say "headings in 14 bold".
• 16: The size for main titles and cover pages, where the text must be seen at once.

A different size may be named for a particular document, so the instruction is always followed. Sizes are set from the Font Size box on the Home tab. The same text can be made larger with the Increase Font Size button or the shortcut Ctrl and Shift and the greater-than sign, and smaller with Ctrl and Shift and the less-than sign.

Other sizes and their uses

Footnotes, captions and notes under tables are usually typed a little smaller, such as 10 or 11, so that they are separate from the main text without being hard to read. Text smaller than this is difficult for most readers. Very large text in the body of a document wastes paper and looks out of place.

Size, readability and audience

Text that is too small tires the eyes and causes errors, while text that is too large fills pages and raises printing cost. A notice displayed on a wall needs larger lettering than a report read at a desk. Documents for readers with weak eyesight may be prepared in a larger size. In every case, the same size is used for the same level of text, such as 12 for all body text, so that the document looks even.

2.1.3 Style instructions

Style instructions tell the typist how the parts of a document are arranged on the page. They deal with the headings, the layout of paragraphs and the way lists are shown. Following them gives documents a clear structure and a uniform look across the office. The five common layouts are described below.

Shoulder headings

A shoulder heading is typed at the left margin on a line of its own, above the paragraph it introduces. It is usually in capitals or bold, and there is a blank line before and after it. It lets the reader find a section at a glance. Example:

PAYMENT TERMS

The balance is due within 30 days of the invoice date.

Paragraph headings

A paragraph heading is typed at the start of the paragraph, on the same line as the text, and is followed by a full stop or a colon. It is usually underlined or in bold, so it stands out from the sentence that follows. Example:

Payment terms: The balance is due within 30 days of the invoice date.

Hanging paragraphs

In a hanging paragraph the first line starts at the left margin and all the other lines are indented. The first word or number stands out, which suits numbered points, definitions and lists of references. In Word, the Paragraph dialog box offers a Hanging indent under Special. Example:

1.  The balance is due within 30 days of the invoice
    date and may be paid by cheque or mobile money.

Side headings

A side heading is typed in a column at the left of the page, beside the first line of the paragraph it describes, and the text is set to the right of it so that the headings and the text form two columns. The headings can be found quickly by running the eye down the left side. In Word, such a layout is made with a table without borders or with tab stops. Example:

Payment terms    The balance is due within 30 days of the
                 invoice date.
Delivery         Goods will be delivered within 7 days of
                 receiving the order.

Displaying and insetting numbered/bulleted items

Displaying a list means typing it on separate lines, with a blank line above and below, so that it stands out from the surrounding text. Insetting means moving the list in from the left margin, usually by one tab stop (the default in Word is 1.27 cm). Numbered items are used when the order matters, as in steps, or when each item needs to be referred to by number. Bulleted items are used when the order does not matter. All items in one list use the same style and the same spacing. Example:

Staff should bring the following items on the first day:

     1. Original identity card
     2. Two passport photographs
     3. Copies of academic certificates

Please report to reception by 8.00 am.

Combining style instructions

An instruction may combine several layouts, such as shoulder headings with numbered items inset beneath them. The typist applies each in turn and checks the whole page afterwards. Each heading style is used throughout the document in the same way, so that the reader always knows how to recognise a heading. If an instruction is unclear, for example when it does not say which kind of heading to use, the typist asks before typing.

Chapter Summary

This chapter focused on interpreting office instructions with emphasis on receiving, recording, applying typing techniques, and effecting the instructions accurately. It began by explaining the significance of font style, font size, and style instructions, such as headings and numbered lists, which ensure clarity in office documents. The process of recording office instructions was detailed, highlighting the need to define specific tasks, document steps clearly, include relevant details like templates and naming conventions, and organize instructions logically. The importance of typing techniques was addressed, covering typing speed, accuracy, ergonomics, and efficient use of keyboard shortcuts. Effecting office instructions was explored thoroughly, emphasizing understanding the instructions, organizing and verifying documents, following formatting guidelines, proofreading for accuracy, maintaining confidentiality, and conducting quality checks. The chapter also stressed the necessity of seeking clarification when instructions are unclear and properly documenting and reporting the processed documents to maintain accountability and workflow efficiency.