Elements and Performance Criteria

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 for sending and protecting email may include:
virus protection
firewalls
encryption
Set up may include:
set up procedures, especially in non-networked situations where there is no system administrator
creating folders
procedures for general housekeeping, such as:
archiving files
emptying temporary internet folders and cookies, etc
Organisational requirements:
may include legislation, codes and national standards relevant to the workplace, including:
award and enterprise agreements
commonwealth, state and territory legislative requirements especially in regard to OHS
industry codes of practice
must include:
copyright laws
defamation laws
privacy legislation
Spam Act
intellectual property and confidentiality requirements
legal, regulatory and organisational policies affecting e-business
codes of conduct
Organisational protocols may include:
net etiquette (netiquette), including:
observing codes of conduct or codes of practice with regard to privacy and confidentiality
following accepted (not mandated) rules for being a good net citizen (netizen)
responding in a professional manner
adjusting to the style and tone of discussion groups
respecting others' time and bandwidth
maintaining consistent presentation standards of correspondence, including spelling and grammar
sharing knowledge
net ethics (nethics), including behaviour on the internet, such as respecting copyright and intellectual property rights
Checked for accuracy should include:
clarity of intended meaning
spelling
grammar
punctuation
Identifying and preparing attachments may include:
dealing with large attachments especially picture files
considering limitations when sending large files
checking maximum file size acceptable to an enquirer's internet service provider
separating large documents into a number of files
compressing files
running and handling self-executable files
uploading to third-party online storage providers
Dispatched may include:
single receiver
group email
carbon copies
blind carbon copies
email bulletin board or discussion list
Suspicious or potentially dangerous email may include:
unsolicited mail containing viruses or malware
spam
mail where sender is unknown and subject line is enticing and/or personal
attachments
particular file extensions
Dealing with returned email may include:
checking email address
checking size of attachments
re-sending
sending message by other means, e.g. facsimile or post
telephoning addressee
removing from mailing lists
Stored may include:
within electronic mail application software
specialised record keeping, spreadsheet or database software
paper-based filing system
third-party online service provider
cloud computing services
Mailing lists may include:
electronic address books
database or spreadsheet records
word processing tables or data files

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
Competency must be demonstrated in sending and receiving email correspondence via the internet, intranets or extranets, setting up and maintaining electronic software, individual electronic mailing lists and address books, implementing email policy and adhering to organisational practices for email
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Assessment must confirm the ability to:
send a range of e-correspondence that meets communication requirements and complies with organisational protocols for content, accuracy and timeliness
securely receive and process e-correspondence according to organisational requirements
sort, file, delete and archive e-correspondence according to organisational requirements.
Consistency in performance
Competency should be demonstrated by managing incoming and outgoing e-correspondence, covering a range of types of communication over an extended period.
Context of and specific resources for assessment
Assessment must comply with:
organisational client management and health and safety procedures
applicable regulations and codes.
Access may be required to:
a simulated work environment
organisational policies and procedures
relevant legislation, case law and guidelines.
Guidance information for assessment
The following assessment methods are suggested:
oral questioning about software functions, security measures and communication protocols
feedback from peers and/or supervisor that the candidate consistently applies relevant workplace protocols and procedures
review of e-correspondence sent by the candidate and filing and archiving of correspondence conducted by the candidate or reports of performance.
In all cases, practical assessment should be supported by questions to assess underpinning knowledge and those aspects of competency that are difficult to assess directly. Questioning techniques should suit the language and literacy levels of the candidate.