Detailed Procedures for Handling Incoming Mail
1. Receiving the Mail
The first step involves collecting incoming mail from the designated mail collection points, such
as the post office box, mailroom, or reception area. This task is usually assigned to specific
personnel who are responsible for ensuring that mail is retrieved promptly, ideally at the start of
the workday. It is important to verify that the mail belongs to the organization to avoid
processing irrelevant or misdirected items. Any mail that is incorrectly delivered should be
returned to the post office or courier service with clear instructions for redirection to the correct
recipient.
2. Sorting the Mail
Once collected, the mail must be sorted carefully to facilitate efficient processing. Sorting
involves categorizing mail into groups such as confidential, official, personal, or general
correspondence. Confidential mail often contains sensitive information and should be handled
with discretion. Sorting also includes separating urgent mail that requires immediate attention
from routine correspondence. This step helps streamline the distribution process and ensures that
mail reaches the appropriate department or individual without delay.
3. Opening the Mail
The mail is then opened by authorized personnel. For organizations handling large volumes of
mail, letter-opening machines may be used to speed up the process. It is critical to maintain
confidentiality; therefore, personal or confidential mail is usually not opened by clerical staff but
forwarded directly to the intended recipient unopened. When opening mail, care should be taken
to avoid damaging the contents, especially if the mail contains important documents or delicate
materials.
4. Reviewing the Contents
After opening, the contents of the mail are examined to determine the nature of the
correspondence and the appropriate course of action. This includes identifying the sender,
understanding the subject matter, and checking for any enclosures such as invoices, forms, or
attachments. If the mail requires action, it should be flagged or noted accordingly. This step
ensures that all necessary information is captured and that the mail is routed correctly within the
organization.
5. Date Stamping
Each piece of mail is stamped with the date and time it was received. This is a crucial step for
record-keeping and tracking purposes. The date stamp provides a clear timeline, which is
especially important for documents that require timely responses or have legal or compliance
implications. In some organizations, a unique reference number may also be assigned to each
incoming mail item to facilitate easy retrieval and follow-up.
6. Recording the Mail
Details of the incoming mail are entered into an inward mail register or an electronic mail
management system. The recorded information typically includes the sender’s name, date of
receipt, subject or brief description, reference number, and any remarks regarding urgency or
confidentiality. Maintaining an accurate and up-to-date record helps monitor the flow of
correspondence, prevents mail from being lost, and supports efficient follow-up.
7. Distributing the Mail
Once recorded, the mail is distributed to the relevant departments or individuals. Distribution can
be done by internal mail services, designated messengers, or electronically if scanned copies are
used. Priority is given to urgent or confidential mail to ensure prompt attention. Clear
communication during distribution is essential to avoid delays and ensure that recipients
acknowledge receipt of important documents.
8. Follow-Up
The final step involves monitoring the progress of any actions required in response to the mail.
This may include ensuring that replies are sent, tasks are completed, or documents are filed
appropriately. Follow-up helps maintain accountability and ensures that correspondence is
handled efficiently. In some cases, reminders or escalation procedures may be implemented if
responses are delayed.
