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Admins by the Numbers
BY DIANE HARTMAN, KATHLEEN RICHARDS, JAN BENTLEY, AND CYNDI KREBS
Consider these two job ads:
Seeking sharp, personable individual with phone and computer skills. This person needs interpersonal, customer service, and decision-making skills. This person also needs to meet deadlines, to maintain confidentiality, and to follow written and oral instructions.
Immediate opening for a person to maintain office systems, coordinate technology services, and assist in project administration and reporting. This position handles general correspondence, maintains confidential files, and communicates effectively with all levels of staff. In addition, this position handles travel arrangements and schedules meetings.
Can you guess which ad is from 1983 and which is from 2003? Both ads are similar--requesting a person with technology skills, written and oral communication skills, and an ability to maintain confidentiality. The first ad is from 2003 and the second is from 1983. Even though 20 years separates the two, either one might fit comfortably in today's want ads.
To gain insight into what skills are required in today's offices, a team of researchers from Utah Valley State College (UVSC) in Orem, Utah, joined with IAAP to survey members about their skills. UVSC and IAAP selected a random sample of 3,650 IAAP members in the United States and Canada with email addresses and another 98 members from the Idaho-Oregon-Utah IAAP chapters. Members of the survey sample were asked to complete either an online or print survey in November 2002 and January 2003. More than 550 members accepted the invitation and completed the survey.
Respondent Demographics
The majority of respondents listed their primary job title as executive assistant/ secretary or administrative assistant 68 percent). Although 120 reported other job titles, only "secretary" was repeated. Other job titles seem closely aligned to job responsibilities: engineering technician, patient satisfaction coordinator, admissions counselor, compliance assistant, docket administrator, training consultant, education generalist, and lease administrator.
In today's mobile world, most administrative professionals surveyed are staying staying put. About 21 percent have been in their current job two years or less, while most respondents have served in their current jobs for three or more years.
Manufacturing and educational services top the organizations represented in the survey. About 72 percent of respondents' organizations have 500 or fewer employees employed at their location.
About 72 percent of respondents say no certificates/certifications are required for their current position. Of those certificates/ certifications that are required, the CPS (Certified Professional Secretary) and CAP (Certified Administrative Professional) designations lead the way with 13 percent. Other certificates/certifications include business/technical degrees or some college credit. Technology certificates/ certifications do not seem to be important in respondents' current positions. Only one percent report that the Microsoft Office User Specialist certificate is required in their jobs.
More than six in 10 respondents have experienced increased workplace security since Sept. 11, 2001. Respondents also are experiencing job restructuring due to downsizing, training/retraining, increased telecommuting, scarce resources, and wage freezes.
| Table 1: Survey Respondent Profile |
| Primary Job Title |
35% |
Executive Assistant/Secretary |
| 33% |
Administrative Assistant |
| 32% |
Other |
| Years in Current Position |
8% |
Less than 1 year |
| 13% |
1-2 years |
| 23% |
3-5 years |
| 19% |
6-10 years |
| 37% |
Over 10 years |
| Organizations Represented |
16% |
Manufacturing |
| 15% |
Educational Services |
| 10% |
Health/Medical Services |
| 7% |
Business Services |
| 4% |
Public Administration |
| 4% |
Real Estate/Insurance |
| 44% |
Other |
| Employees at Location |
28% |
Fewer than 100 |
| 31% |
100-499 |
| 13% |
500-999 |
| 28% |
1,000 or more |
Typical Tasks
Using written and verbal interpersonal communication skills (99 percent), critical thinking (98 percent), and making decisions (97 percent) are important to administrative pros' work today, just as they were 20 years ago and probably will be in the future. Other tasks respondents perform on a regular basis (ranked in order of importance or frequency) are shown in Table 2.
Technology plays an important part in respondents' work life. Nearly all respondents indicate that they use the telephone, a photocopier, and a standalone fax machine. About three in 10 are faxing from a computer. Two thirds of respondents also use a scanner, while 58 percent use voice/video conferencing; 58 percent, computer projection system; and 40 percent, digital camera. Newer technologies are gaining a foothold, too; 23 percent of respondents use a personal digital assistant (PDA) and 4 percent use a digital tablet.
Less than 2 percent of respondents use a typewriter, transcriber, or adding machine/calculator on a regular basis.
Although many respondents are using the newer technology, it is not being used as rapidly as some might think. Some of the hurdles may include cost, lack of knowledge or availability and capability, or lack of opportunity.
Nearly all respondents in the study use electronic messaging/scheduling (98 percent) and word-processing software (92%) on a daily or weekly basis. They also use spreadsheet and database software regularly.
Although 83 percent use electronic presentation software, most use it once a month or less often. Integrating two or more software packages in a project is a task performed by nine in 10 respondents. About 96 percent do Internet research as part of their jobs, and 26 percent are involved in Web page design or maintenance on an occasional basis. More than 8 percent use voice-recognition software, which will become an even more important tool in the office of the future as office staff begin to manage and prevent carpel tunnel syndrome or other repetitive stress injuries.
What It Means
Although today's workplace appears to require a different skill set than in the past, survey results from the UVSC-IAAP study substantiate the fact that some of the basic administrative office skills are timeless. Developments in office technology are certain to continue and will bring about further changes in the work environment. However, many administrative duties are of a personal, interactive nature and, therefore, will never be automated.
Responsibilities such as planning conferences, working with clients, and coordinating travel arrangements require tact and communication skills. Although technology can help you better perform these functions, it cannot replace the personal (soft) skills you bring to your job. Your role as an administrative professional will continue to play a key role in most organizations.
The National Organization of Colleges and Employers' (NACE) annual Job Outlook Survey conducted in early 2003 lists the top 10 qualities/skills employers seek in job candidates. In order of importance, they are:
- Communication skills (verbal and written)
- Honesty/integrity
- Teamwork skills (works well with others)
- Interpersonal skills
- Motivation/initiative
- Strong work ethic
- Analytical skills
- Flexibility/adaptability
- Computer skills
- Organizational skills
In addition, employers look for individuals who are creative and innovative--essential skills that are transferable from employer to employer.
To continue your lifelong learning, get involved in classes, workshops, conferences, and professional association activities.
Lifetime employment is no longer a guarantee, so whether you are a new or experienced employee, learn to manage your employment destiny and take responsibility for developing a good mix of technical and interpersonal skills that are adaptable and transferable. Stretch yourselves now and be willing to go the extra mile. Unknown opportunities lie just ahead.
Take the lead to ask your manager to review goals and execution plans. Your efforts will not only reflect on your professional competencies and hard work but also initiate critical coordination that gives you and your organization focus and direction.
Technology may be one answer to successfully executing plans. But many companies today aren't maximizing technology. Some research suggests companies are taking a "wait-and-see" attitude to adopting new technological tools. Others may be hindered by cost or lack of time for learning and training. Additional research is needed to find out the answers to these and other important questions, so that technology tools can be used as easily as your keyboard to accomplish personal and organization goals.
By Diane Hartman, Kathleen Richards, Jan Bentley, and Cyndi Krebs. Hartman is assistant professor, Business Systems Administration and Education Department, School of Business, Utah Valley State College, in Orem UT. |