Updating the roles of PAs and receptionists - The next great HR Challenge

A new meeting management product, designed by a team of London-based software developers, has thrown new light on the important role played by PAs and Receptionists in the efficient running of companies.

Condeco by RNM Systems Ltd is a simple online business tool that can be used by anyone to book and manage meeting rooms and associated resources. The product is being targeted at PAs and Receptionists who, our research suggests, are most often relied upon by companies to manage this most important business function.

From an HR point of view, Condeco is revolutionary because it succeeds in updating the roles of PAs and Receptionists, empowering and motivating them to take an active role in ensuring the efficient running of a company by giving them the ability to control and manage office meetings. The technology turns what can be passive, reactive employees, into proactive, responsible front line managers.

The shock new findings of a survey carried out by RNM Systems, prior to the launch of Condeco, should also alarm HR professionals. The survey suggests most companies are wasting huge amounts of time, money and resources, each year, through their inability to manage their own meeting rooms and associated resources. An E-Media survey attempted to discover how PAs and Receptionists perceived the booking, cost and performance of their meeting rooms, as well as the process of sourcing materials for them, such as audio-visual equipment, IT services and basic refreshments.

The main findings of our survey reveal that:

Only 9% of PAs said they felt fully in control of meeting planning

A staggering 87% confessed they worried that things could go wrong when organising important meetings

Cost containment proved difficult with almost half (45%) saying they had little or no idea of the costs related to the meeting rooms and resources they routinely booked

47% believed these services could be improved, with a similar percentage saying a specialist application would help them in the planning of meetings

Four out of five believed meetings played a crucial role in creating a good impression of their company

The survey also turned up some very interesting operational information concerning the management of meetings in the workplace:

About 12% of companies used specialist room booking systems

A third of respondents have the basics of meeting scheduling available through diary systems like Microsoft Outlook

A third use a simple paper-based system

Amazingly, one in six had no systems at all

One Receptionist, said, ëI canít tell you how many times, when a visitor arrives, I canít find the people theyíre here to see because theyíre not at their desks.í

Condeco removes all the uncertainty associated with the booking and resourcing of meeting rooms. Itís a simple, web-based system, which allows PAs, Receptionist, or anyone with clearance ñ to check to see which rooms are available, allowing them to search multiple locations, floors, or even departments. Using special tick boxes and menus, every aspect of a meeting, such as the pre-ordering of refreshments, audio-visual equipment, or extra seating, can be arranged. Keeping tabs on costs is no problem either. The expenditure can be fully tracked and invoices offset against specific cost centres. Gone also is the worry of ensuring everyone knows where they should be. Condeco sends personal email invitations to attendees, informs hosts by SMS message when visitors arrive and lets suppliers know what they need to provide.

The Director of RNM Systems Ltd, Fraser Stevenson, said: ëIt is our understanding that PAs and Receptionists want a system that really gives them responsibility for the running of a business. Is it any surprise that many of the people we spoke to felt a specialist application like Condeco could help them in the planning of meetings?í

A free seminar for HR Managers to demonstrate Condeco will be held at the Canary Wharf offices of RNM Systems Ltd (225 Marsh Wall, London E14 9FW; nearest tube, South Quay, Docklands Light Railway) at 10am on Wednesday 27 April 2005. For further information, please contact Lynda Lowe on 020 7001 2020 or visit