β Scotland Administration & IT
Scotland Β· SQASyllabus
Administration & IT syllabus, dot point by dot point
Every dot point in the Scotland Administration & ITsyllabus, with a focused answer for each one. Click any dot point for a worked explainer, past exam questions, and links to related dot points. Written by Claude Opus 4.8, Anthropic's latest AI.
Administrative Practices
Module overview β- What is customer care, who are an organisation's internal and external customers, and how do good customer-care standards benefit a business?The meaning of customer care, the difference between internal and external customers, the features of good customer service (a customer-care policy, service standards, handling complaints), and the benefits of good customer care and the consequences of poor customer care for an organisation.9 min answer β
- What health and safety legislation applies in an office, and what are the responsibilities of employers and employees in keeping the workplace safe?The main health and safety legislation affecting an office (the Health and Safety at Work etc. Act and the Display Screen Equipment Regulations), the responsibilities of employers and employees, and common office hazards and ways to reduce them.9 min answer β
- How does an administrator plan and support an event such as a meeting or conference, and what is done before, during and after it?The tasks involved in organising and supporting an event (planning the budget, venue, date and attendees, arranging travel, accommodation, catering and equipment, preparing documents), the support given during the event, and the follow-up tasks afterwards.9 min answer β
- How does an organisation keep its people, property and information secure, and what does data protection legislation require?Methods of keeping people, property and information secure in an organisation (visitor sign-in, ID badges, CCTV, alarms, passwords, backups and access rights), and the main requirements of data protection legislation for handling personal information.9 min answer β
- What skills, qualities and attributes make an effective administrator, and why does each one matter at work?The skills (such as IT, communication, numeracy and organisational skills), qualities and personal attributes (such as accuracy, reliability, confidentiality, working to deadlines and good time management) of an effective administrator, and how each contributes to the smooth running of an organisation.9 min answer β
- What are the main tasks of an administrator, and how does good time and task management help an organisation run smoothly?The range of tasks carried out by an administrator (managing diaries and appointments, arranging meetings and travel, handling mail and records, supporting events), and the use of time-management and task-management techniques such as to-do lists, prioritising, e-diaries and gathering resources in advance.10 min answer β
Communication in Administration
Module overview β- Which methods of electronic communication does an organisation use, and how does an administrator choose the most suitable one?The main methods of electronic communication used in administration (email, intranet, internet, video conferencing, instant messaging and shared documents), their advantages and disadvantages, and how to choose the most suitable method for a given purpose and audience.10 min answer β
- Where does an organisation gather information, and how does an administrator judge whether a source is reliable?The methods of gathering information (the internet, books and journals, surveys and questionnaires, observation, internal records), the difference between primary and secondary sources, and how to judge the reliability of a source so that decisions are based on trustworthy information.9 min answer β
Course Assessment
Module overview βIT Solutions for Administrators
Module overview β- How does an administrator use a database to store, search, sort and report on information?The database features used to store and manage information (fields and records, data types, sorting on one or more fields, searches and queries using criteria, and reports), and choosing the right feature for a given task.10 min answer β
- How does an administrator organise and manage electronic files, and how does an electronic diary help schedule work?Good electronic file-management practice (clear folder structures, sensible file naming, version control, regular backups) and the use of an electronic diary (e-diary) to schedule appointments, set reminders and manage time.9 min answer β
- How does an administrator use a spreadsheet's formulae, functions and charts to process and present numerical information?The spreadsheet features used to process and present numerical information (formulae and functions such as SUM, AVERAGE, MAX, MIN and IF, formatting, sorting and filtering, charts and graphs), and choosing the right feature for a given task.10 min answer β
- Which word-processing and desktop-publishing features does an administrator use to produce accurate, professional documents?The word-processing and desktop-publishing features used to create and edit business documents (house style, templates, mail merge, tables, headers and footers, page numbering, find and replace, spellcheck), and choosing the right feature for a given task.10 min answer β