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A Three-round Delphi Study on the Roles of Secretaries

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    The purpose of this study is to define the current and future roles of secretary. A three-round Delphi technique was used to collect data through a series of surveys to obtain the consensus of a group of experts in secretarial job. In the first round, and unstructured questionnaire was sent to 52 experts who were qualified to respond to define the secretary"s role. Fifty-two experts consist of 17 instructors at colleges, 16 current or former secretaries, and 19 bosses and HRD managers. In the second round, the summarized results of the first round were distributed to 45 round-two respondents to rate the importance of each item for confirmation and validation of the results. In the third, the same procedure as in the second round was repeated to obtain the consensus of the experts on secretary"s roles. Data were analyzed using content analysis and descriptive statistics. The results of this study are summarized as follows: First, the secretary"s current roles are defined as administrative assistant, communication expert, planning manager, human relations manager, information manager, office manager, public relations manager, training manager, training manager, facilitator, customer relations manager, and business partner. Second, the secretary"s role are defined as multi-functional office professional, information manager, business partner, human relations manager, communication expert, planning manager, facilitator, change agent, customer relations manager, and training manager. Based on the findings of this study, further research is required to identifying the required competencies of each role. Second, it will be interesting to validate the roles defined by expert panel, to assess the current level of expertise, and to rate the importance weighting by secretaries who are now employing.


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