“I’ve seen references to “tickler” files.  Can you please explain in detail, what they are and how you create and manage them?” — Valerie R. Butler

“Does anyone have an easy checklist available for putting together a conference for 100-plus people? I have started one, but I’m not sure if I have included everything needed.” — Michele

Question: “An employee went on maternity leave and some of her duties were redistributed to other admins during her leave. I was given the responsibility of reviewing the company's wireless phones.  In reviewing the contracts, I discovered the company could save about $10,000.  However, the employee has returned to work and changed the online account password to prevent me from further access. I told my bosses, but they have not done anything about it. The employee is an executive assistant to the president. Should I just let it go?” — Anonymous

Question: “We would like to create a work-order form for our custodian. This form would be used to assign work that is outside his regular duties. Is there anything available?” — Anonymous

Question:  “My immediate supervisor recently left the organization. As a result, I now report to the agency director. In our one-on-one meetings, he often seems bored or distracted. I always take extra time to prepare adequately for the meetings.
I come ready with possible resolutions to any problems and facts to back up my recommendations.  All this preparation is usually met with a very brief response or a push off to another manager.  When I asked whether he’d like me to run everything through another manager before coming to him he responded, “No, I want you to report directly to me.”
I am a very independent worker. Despite this independence, I would like some direction once in a while. I can’t help but feel devalued as an employee by his actions. What can I do to make our meetings more engaging?” — Anonymous

Question: “This year, we had a number of employees bring their children to the office for “Take your child to work day.” The employees expected our admin assistant to “baby sit” their children, which interfered with her daily tasks.
I work for a small family-owned firm and don’t want any animosity with our employees, but having a bunch of kids (none of them belonging to the owners) running around the place is very disruptive. Years ago I worked for a large firm that had restrictions on the age of the children who were allowed to participate, as well as a limit to what hours they were allowed at the workplace. I want to approach the owners of the company to set guidelines for next year and would like some “workable sample guidelines” to present.” — Monica Kulawiak

Question: “I am an administrative assistant in a manufacturing setting. How do I keep up morale after finding out that our site is closing?” — Anonymous

Question: “Does anyone have administrative professional books or web sites they can recommend?  I'm always looking to add to my personal "library of information." The recommended reference books that I’ve been using are: “How to Say It,” “How to Say It at Work,” and “Katharine Gibbs Handbook of Business English.”  — Lisa Stich

Question: “We took a collection to buy gifts for our managers, thanking them for contributing to a celebration they funded out of their own pockets.  Only some of the people in our department contributed because some couldn’t afford it, and others just simply refused.  What is the proper etiquette for signing the card?  Do I have the contributors sign, or should I sign on behalf of the department?  I don’t want to leave out the people who couldn’t afford it, but I don’t want those who refused to give to get credit, especially since those who did give, gave substantially.” — Amanda

Question: “I am thinking about taking a two-day seminar for HR assistants. I have been an administrative assistant for 17 years and recently went back to school and received a bachelor’s degree in business administration. I would like to become an HR coordinator or administrative assistant in an HR department. Has anyone taken a SkillPath seminar and can you recommend it?” — Rick McCarter 

Question: “I am a secretary. We have eight directors in our agency. Two department heads routinely are late submitting their work before the deadlines. Our president knows they do this, but does nothing. When they miss their deadlines, it affects my ability to meet my deadlines. Unlike them, I do get into trouble if I miss my deadlines.  What can I do?” — Anonymous

Question: “I need to type job application refusal letters. What is the best way to type these letters?  Is there a good web site with samples?" — S. Foltz

Question: "I have to coordinate an office activity or event for April. Any suggestions for an activity with an Earth Day or spring theme?” — Kathryn McQuillen

Question: “A new manager joined our department last year. She has two assistants to help her on daily work and administration. But she repeatedly turns to me and asks for my help. I am her boss's assistant. I told my boss who explained to her that it’s not in my job description to assist her. Usually, she will stop ordering me around for a month and then she starts asking for my help again. Recently, in front of my boss and her two assistants, she asked me to order the office supplies for her during an administrative meeting. I did not totally turn her down because I don't want to hurt our working relationship. My boss is quite upset. How do I tactfully refuse her request and ensure it doesn’t continue?” — Jenny

Question: "Does anyone know of a recurring administrative podcast that I could listen to during my daily commute?" – Anonymous

Question: “When called for a reference, my former employer tells prospective employers all of my strengths, but it also says I was terminated.  The reason given is that the position had changed from the time I was hired five years ago and I was no longer a good fit.  I believe  I was laid off because I got a generous severance package and unemployment.  How should I answer this tough question?  I already lost one job offer because I said I was laid off, and that did not match the employer's reason, so they thought I was hiding something.  What should I say?  I was never on probation, disciplined, written up or warned so it was a big surprise when it happened.  The company did not replace me, the other five admins split my responsibilities, and the company "terminated" three other people after me.” – Anonymous

Question: “Because of budget cutbacks, we had to lay off our telephone switchboard operator and convert to an automated telephone system. By dialing 0, patrons can still talk to a live person.  Many bypass the menu and immediately dial 0. We are a public library, and we composed our own menu options. It is difficult to navigate and much too long and wordy. Any suggestions for making the menu more user friendly?” — Kate Zimmerly

Question: “Does anyone have a template or a format they use for Board Resolutions? — Ann E. Harris

Question: "We are planning a summer event for our employees and their families. We could have as many as 400 people attending!  Any party ideas for large groups?  It will probably be a picnic, but if you have had other successful events for large groups or ideas to make a picnic fun for all, I would love to hear from you!" — Marie

Question: “I sit by a man who is a chain smoker — some days he goes out to smoke six or seven times. He is also a heavy coffee drinker. The combination of smoke and coffee really stinks. How can I address this issue without offending him?” — Ann E. Harris

Question: “I am sure many admin assistants have asked this question before. But I have not read anything lately about it. How do you deal with feeling like your opinion is not important enough and not being considered?” — Anonymous

Question: “I have been told my minutes are too "wordy."  Does anyone have a format to follow for the correct wording on report minutes?” — Rachel M. Ouimet

Question: “Our organization promotes collaborative work styles that allow people to change seats often. Have others had any success tracking employees who work in an "Agile Programming" environment and maintaining a correct and current seating chart in this type of setting?  The administrative staff is responsible for knowing where approximately 400 people sit for maintenance issues and mail delivery and also for locating an empty desk when new employees are hired. Other than updating the file daily, (which is in Microsoft Visio) any other ideas?” — Elaine Erne

Question: “Does anyone have any ideas for promotional contests? I am trying to bring in more customers, and our staff really gets motivated with contests.” — Angela Starnes

Question: “We are in the process of conducting annual employee performance evaluations and I am hearing complaints about the form we have used for the past two years. Can anyone provide a source for performance evaluation forms?  I would like to get several samples to review so that we can select one prior to evaluation time next year.” — Pam Bowman