Unit of competency details

Unit descriptor 

This unit describes the performance outcomes, skills and knowledge required to send, receive and manage electronic mail (email), as well as to collaborate online using chat rooms, intranets and instant messaging.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Application of the unit 

This unit applies to individuals who use business technology to perform a range of routine tasks to communicate with co workers, customers or others. The individual will use a limited range of practical skills and fundamental knowledge in a defined context under direct supervision or with limited individual responsibility.

Prerequisite units 

Employability skills 

This unit contains employability skills.

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

ELEMENT 

PERFORMANCE CRITERIA 

1. Implement procedures to send and receive electronic mail

1.1. Log in to software  for sending and receiving email in accordance with organisational requirements 

1.2. Check outgoing email for accuracy  and ensure any required attachments  are prepared, in accordance with organisational and service provider requirements

1.3. Identify urgent, confidential, personal, suspicious or potentially dangerous email  and take appropriate actions

1.4. Deal with returned email  in accordance with organisational policies and procedures

2. Manage electronic mail

2.1. Set security levels and/or filters for incoming email in accordance with organisational requirements

2.2. Create and maintain individual mailboxes in accordance with organisational requirements

2.3. Store email  and/or attachments in accordance with organisational requirements

2.4. Empty inboxes and archive or permanently delete in accordance with organisational requirements

2.5. Prepare and maintain electronic mailing lists  in accordance with organisational requirements

3. Collaborate online

3.1. Identify software to be used in collaboration

3.2. Ensure online collaboration  is undertaken in accordance with organisational policy, procedures and net etiquette  (netiquette)

3.3. Respond to posts or communications in accordance with agreed parameters, organisational requirements and netiquette

REQUIRED SKILLS AND KNOWLEDGE 

This section describes the skills and knowledge required for this unit.

Required skills 

• communication skills to request advice, to receive feedback and to work with a team
• literacy skills to identify work requirements; to understand and process basic, relevant workplace information; and to draft simple correspondence
• problem-solving skills to solve routine technology problems.

Required knowledge 

• different methods of electronic communication
• key provisions of relevant legislation from all forms of government that may affect aspects of business operations, such as:

• anti-discrimination legislation
• ethical principles
• codes of practice
• privacy laws
• occupational health and safety.

EVIDENCE GUIDE 

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment 

Critical aspects for assessment and evidence required to demonstrate competency in this unit 

Evidence of the following is essential:

• sending and receiving email for a range of purposes
• attaching and removing documents to email
• using software applications to collaborate online
• knowledge of relevant legislation.

Context of and specific resources for assessment 

Assessment must ensure:

• access to an actual workplace or simulated environment
• access to office equipment and resources
• access to software applications likely to be used in the workplace.

Method of assessment 

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

• direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
• analysis of responses to case studies and scenarios
• demonstration of techniques
• oral or written questioning to assess knowledge of electronic communication methods and tools
• review of attachments prepared for email
• review of electronic mailing lists
• evaluation of postings and responses to online discussions.

Guidance information for assessment 

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

• general administration units
• other IT use units.

RANGE STATEMENT 

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Software  may include:

• mobile or wireless software applications:

• personal digital assistants (PDA)
• mobile phones
• text messaging (SMS/TXT)
• multimedia messaging (MMS)
• internet relay chat (IRC)

• personal computer-based software applications:

• email applications
• web-based email services
• chat applications
• internet discussion groups/boards/chat rooms
• intranet discussion groups/boards/chat rooms

Organisational requirements  may include:

• carbon copies or blind carbon copies
• concise, relevant subject line
• electronic signature
• form of address
• formality/informality of language, tone and structure
• including original message in the reply
• length of emails (i.e. short and to the point)
• net ethics
• net etiquette(netiquette)
• requesting read receipt
• sender's name and address

Checking outgoing email for accuracy  may include checking:

• clarity of intended meaning
• completeness
• content
• grammar
• punctuation
• recipient's address
• spelling
• structure

Attachments  may include:

• PDFs
• pictures
• spreadsheets
• word processed documents
• any electronic file

Suspicious or potentially dangerous email  may include:

• attachments
• email where sender is unknown, and subject line is enticing and/or personal (e.g. urging the receiver to open immediately)
• particular file extensions
• spam (unsolicited commercial email or junk email)
• unsolicited email containing viruses

Dealing with returned email  may include:

• checking email address
• checking size of attachment/s
• re-sending
• sending message by other means e.g. facsimile, post
• telephoning addressee

Storing email  may include:

• email application software
• paper-based filing system
• specialised recordkeeping, spreadsheet or database software

Mailing lists  may include:

• database or spreadsheet records
• electronic address books
• word processing tables or data files

Online collaboration  may include:

• chat rooms
• email communications
• instant messaging
• intranet

Net etiquette  may include:

• accepted (not mandated) rules for being a good net citizen (netizen)
• adjust to the style and tone of discussion groups
• be forgiving of other's mistakes
• do not abuse your power
• if you would not do it in real life do not do it in cyberspace
• keep flames under control (flaming is making personal attacks on others)
• look good online (spelling, grammar, and have something worth saying)
• protocols for discussion groups
• remember you are dealing with real people not computers
• respect copyright
• respect other people's privacy
• respect other's time and bandwidth
• share expert knowledge

Unit sector 

Competency field 

Information and Communications Technology - IT Use

Co-requisite units