Administrative Procedures for the Canadian Office, 11th edition

Published by Pearson Canada (May 2, 2023) © 2024

  • Lauralee Kilgour Management Support & Services (MSS)
  • Edward Kilgour Management Support & Services (MSS)
  • Marie Rutherford Georgian College
  • Janette O'Neill-Scott Georgian College
  • Sharon C. Burton Brookhaven College
  • Nelda J. Shelton Tarrant County College

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  • Add notes and highlights
  • Flashcards help streamline study sessions

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Administrative professionals are valued for their diverse technological, interpersonal, and process driven skills. Organizations appreciate the wealth of these skills at a higher rate than ever before. An essential component of working in today's Canadian office is the ability to make critical business decisions, as the administrative professional is positioned as the eyes and ears of an organization. Excellent soft skills and a positive attitude are essential for career success in a diverse and global environment.

Administrative Procedures for the Canadian Office expands its focus on emerging technologies and explores varied employability requirements. Introduced in this edition are human resource functions, equity standards, and management and leadership concepts. A greater emphasis is placed on understanding issues related to equity, diversity, and inclusion and the concepts surrounding organizational structure, climate, and culture. Working in a global economy makes it essential for administrative professionals to develop knowledge of broad business practices. These additions facilitate greater competency and equip graduates to meet forthcoming challenges.

Hallmark features of this title

  • Production Challenges at the end of each chapter allow students to apply what they have learned by working through exercises and discussion questions. Many Challenges refer to forms that students can fill in on their devices; the forms have been redeveloped and enhanced and are available in a separate module in Revel.
  • Everyday Ethics cases found in each chapter are excellent for class discussion and give students an opportunity to evaluate their personal and professional moral codes of conduct. The cases explore ethical and moral judgments, and pose light problem-solving questions to help students improve their decision-making skills. 
  • What Would You Do? case scenarios are available in each chapter and are excellent tools for class discussion. The cases give students an opportunity to evaluate their learning with “You Decide” prompts, which invite students to think through the issue and determine what the best administrative procedure would be. The cases explore ethical, professional, moral, and procedure-based critical thinking to help students improve their decision-making skills. 
  • Gamification options allow students to learn while playing games to assist them in understanding the chapter's learning objectives.

New and updated features of this title

  • As the world shifts to a greater reliance on digital media, it is appropriate that this text evolves as well. This eleventh edition is the first fully digital version of Administrative Procedures for the Canadian Office. Instructors and students will find that, although the medium has changed, the content is fully consistent with prior editions.
  • Revisions that appear in the eleventh edition are reflective of developments in technology and the constantly evolving role of the administrative professional. The text expands its focus on emerging technologies and explores varied employability requirements. Introduced in this edition are human resource functions, equity standards, and management and leadership concepts. A greater emphasis is placed on understanding issues related to equity, diversity, and inclusion and the concepts surrounding organizational structure, climate, and culture.
  • New to this edition are online Adaptive Cases that accompany each video in our animated video series. Students are provided with immediate feedback as they work through the case questions.

Important Digital Assets in Revel

  • Online Adaptive Cases that accompany each video in our animated video series. Students are provided with immediate feedback as they work through the case questions.
  • Interactive flashcards are available for each chapter.
  • Gamification options allow students to learn while playing games to assist them in understanding the chapter's learning objectives. 
  • The Test Yourself feature offers opportunities for students to test themselves at the end of each chapter. 
  • What Would You Do? case scenarios are available in each chapter and are excellent tools for class discussion. The cases give students an opportunity to evaluate their learning with “You Decide” prompts, which invite students to think through the issue and determine what the best administrative procedure would be. The cases explore ethical, professional, moral, and procedure-based critical thinking to help students improve their decision-making skills.
  • Problem-Solving cases encourage students to think critically and develop their problem-solving and decision-making skills.
  1. Equity, Diversity, Inclusion, and Accessibility
  2. Introduction to Human Resources
  3. Human Relations
  4. The Global Business Office
  5. Management of Work, Time, and Resources
  6. Organizational Structure and Office Layout
  7. Front Office Administration
  8. Information Technology and Services
  9. Web Tools and Data Security
  10. Project Management
  11. Record and Information Management
  12. Research, Data Analysis, and Reference Sources
  13. Business Communication
  14. Commerce and Financial Record Keeping
  15. Meetings, Events, and Conferences
  16. Employment, Professional Development, and Strategic Career Planning

Marie Rutherford has taught in Office Administration programs for over 30 years with her faculty role at Georgian college spanning 23 years. Throughout her teaching career, Marie believes she has encountered over 2,000 learners in her courses. Marie is enthusiastic about designing her teaching lessons and materials in digestible formats for learners.

Marie began her career journey upon completing her post-secondary diploma in nursing. After 5 years in nursing, Marie expanded her career focus into a variety of administrative and office management roles. These experiences spring boarded into an eventual teaching role. In early 2001 Marie continued her education pathway on a part-time basis commencing her multidisciplinary Bachelor of General Studies degree. To further enhance her teaching practice Marie recently completed an Instructional Design and Technology certificate program through a local university.

Marie has experienced and hosted public speaking engagements within her community. Several networking and collaborative projects were made possible through her participation in these events. Marie Resides in Barrie, Ontario with her husband. Her interests include reading, travelling to visit her son and daughter in law in BC. She also loves spending time caring for her senior fur babies. Maintaining a health lifestyle is a priority for adding to her quality of life.

Janette O'Neill-Scott, M.B.A As a current Professor of Business and Management in higher education at Georgian College of Applied Arts & Technology, Janette O'Neill-Scott has remained active in the classroom continuing to teach a portfolio of courses while developing curriculum and gaining experiences as a faculty developer. In 2021, Janette received the Teaching Excellence Award from the Center for Teaching and Learning, during the Focus on Teaching and Learning Conference. Alongside a career that spans twenty years of corporate executive experience in both the public and private sectors at various levels of management, she continues her skills as a consultant of workforce development. Janette regularly appears as a guest speaker at events for organizations and associations to discuss trends and best practices for business and management. Janette has remained engaged with ongoing industry practices and brings current experience into the classroom. Her latest endeavour has led to involvement on an international scale in higher education in Spain and Ireland. Within the Irish higher education context, Janette has presented her virtual education and learning project frameworks with partners in the Atlantic Technological University of Sligo, Ireland and at the National Forum for the Enhancement of Teaching and Learning. The National Forum is held as the national body responsible for learning and advising on the strengthening of teaching and learning in Irish education. Exploring research areas of learning pedagogies in teaching and modality, virtual international exchange, and universal design has led Janette and her partner colleagues to be published in national forums of education with the European Union and 9th annual UDL-IRN (Universal Design for Learning-Implementation and Research Network) International Summit in 2022. Janette presented her work at international conference level in areas such as, Climbing the UDL Ladder: Building a Culture of Inclusion in Higher Education and Education with Sustainability Teaching for a Sustainable Future at the Institute of Technology Sligo. Becoming a published author has been a long-time aspiration for Janette, one which she will continue in her journey of continuous self-development and goal setting.

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