Writing Procedures

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EDR/IRS

• Writing Procedures

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Housekeeping

• Some things to note before we start
• Start/finish
• Breaks/timing
• Venue layout/amenities
• Hospitality
• Emergency procedures
• Mobile telephones
• Smoking

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How does Writing Procedures contribute to EDR/IRS?
Well written procedures contribute to all these
EDR/IRS areas.
Reviews or changes to business procedures often
impact directly on these areas
Well written procedures help maintain
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Overview

• During this session we will cover
• Process and procedure key concepts
• Design methodology
• Key components of procedure writing
• Writing styles and conventions
• Writing a procedure

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Learning Outcomes

• At the conclusion of this training you will
• Understand the basic process review lifecycle.
• Understand the difference between a process and
  procedure and why they are important.
• Follow a design methodology for creating
  procedures.
• Be familiar with different information types.

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Learning Outcomes, continued

• Be familiar with documentation principles like
  the concept of chunking.
• Know the different components of a procedure.
• Understand certain writing styles and
  conventions and write clearly in the active
  voice.
• Write a short instructional procedure from the
  information provided in a case study.

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Knowledge Checks/Learning Reviews

• What are knowledge checks?
• What are learning reviews?
• Can trainees refer to any reference material
  during the knowledge checks?
• What do trainees do when they have completed a
  knowledge check?

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Process Review Lifecycle
Revisit
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Definition of a Process

• A process is a set of events, stages or phases
  that occur within a timeframe and have an
  identified purpose or outcome.
• Processes
• tell you about what happens.
• generally involve a number of people and tasks
• are written in the third person

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Definition of a Procedure

• A procedure is step by step instructions for one
  person to complete a task.
• Procedures
• describe why a tasks exists
• tells the person what and how to do a task.
• is written in the second person
• contains steps for one person to perform.

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Definition of Supporting Information

• Supporting Information is additional
  documentation or web links or tools to which you
  may need to refer to complete a procedure
  correctly.
• Examples of supporting information are
• Policy and reference documents.
• Templates.
• Tools.

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ADDIE Methodology

• Analyse
• Design
• Develop
• Implement
• Evaluate

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Analyse

• Understand business goals.
• Establish desired outcomes.
• Conduct an outcome analysis with impacted
  business groups and subject matter experts.
• Test alignment with existing organisation
  policies.
• Explore target group impacts and subsequent
  requirements/needs.
• Gather information.

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Design

• Plan the process strategy.
• Select the documentation format.
• Write the process design document.
• Include
• - What needs to change.
• - Who is involved/impacted (roles, levels).
• - What needs to be developed.
• - How the change should be communicated and
  implemented.
• - What the implications are for the organisation.

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Development

• Create a prototype.
• Test the theory with end users and subject
  matter experts.
• Develop the process/procedures documentation.
• Conduct a tabletop review.

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Implementation

• Establish the timeframe for phasing in of the
  new process
• Complete a communications schedule/roadshow.
• Notify managers about the intended
  implementation.
• Select site champions and prepare them with a
  custom training package.
• Arrange for field support for affected users and
  managers
• Devise a plan to manage resistance and
  performance.
• Prepare trainers to deliver any new procedures
  training.

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Evaluate So how did we do?

• Create business measuring tools.
• Measure the learning of new or changed
  procedures.
• Assess performance in the workplace.
• Assess benefits for the organisation.

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Information Types
Concept
Process
Principle
Structure
Procedure
Fact
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Spot theInformation Type

1. Procedure
2. Principle
3. Process
4. Principle
5. Procedure
6. Concept
7. Fact
8. Principle
9. Process

10. Principle 11. Structure 12. Concept 13.
Fact 14. Procedure 15. Process 16. Principle 17.
Concept 18. Fact
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Documentation Information Principles
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Chunking Principle

• Research Readers short term memory retention.
• Use a chunking limit of 7 2.
• When information is familiar or easy to
  understand, increase the chunking limit.
• When information is unfamiliar or complex
  decrease the chunking limit.

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Relevance Principle

• Place related things together.
• Eliminate unrelated items from related chunks of
  information.
• Focus on one main idea.
• Place supporting information in separate chunks.

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Labelling Principle

• Label all chunks of information, including
  graphics.
• Ensure that the label accurately reflects the
  content.
• Use heading text to make labels stand out.

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Consistency Principle

• Create consistent standards and apply them to
  your document
• Use one term per concept.
• Decide on a format and stick to it.
• Sequence document parts/sections in the same
  order
• Present similar information the same way
  throughout your document.

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Integrated Graphics Principle

• Make information more visual with tables, lists,
  graphics and multi-media.
• Ensure graphics clarify text meaning.
• Keep graphics with corresponding text.
• Use consistent labelling in both graphics and
  text.

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Accessible Detail Principle

• Determine your number of target audiences
• Analyse audience needs
• Group generic audience information at the front
  of the document.
• Group specific audience information in labelled
  sections.
• Make navigating relevant content easy for each
  target group to access.

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Hierarchy Principle

• Organise small relevant units of information into
  a hierarchy
• Label the larger groups
• When you apply this principle readers can
• See how information is organised
• Understand the information better
• Have an organised learning pathway
• Access information easily and efficiently

Example IRS Knowledgebase
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Linear Procedure
Procedure for Making Tea Procedure for Making Tea
Step Action
1 Fill the jug or kettle with water.
2 Take the plug and insert it into the electric socket
3 Turn the jug on/off switch turn this to the on position.
4 Get a cup in which to make the tea.
5 Take a tea bag and place it in the cup
6 When the water in the jug boils, turn off the jug and disconnect it from the power source.
7 Pour hot water into the cup to approximately 1 cm from the rim.
8 Stir the tea bag for 30 seconds until steeped
9 Using teabag tongs or spoon lift the tea bag out of the water and discard.
10 Add milk and sugar to your taste, if desired
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Decision-making Procedure
Procedure for Making Tea Procedure for Making Tea Procedure for Making Tea Procedure for Making Tea
Step Action IF Yes - then IF No - then
1 Check the water level in the jug
2 Is there enough water to cover the element Continue to next step Fill the jug with water
3 Is there enough water to make your tea requirements Continue to next step Fill the jug with water
4 Take the plug and insert it into the electric socket
5 Does the jug have an on/off switch Turn on the switch Continue to next step
6 Get a cup in which to make the tea.
7 Take a tea bag and place it in the cup
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Recognising Procedure Components
Role Support actions and activities.
Pre-requisites Contains decision points that happen in a procedure and uses words like IF THEN AND.
Step action table I often include information like Purpose, When to use, Diagrams and Rules.
Supporting Block I describe the procedure types.
Embeded table Things that need to be done before a procedure can be performed.
Block label I walk the user through the procedure and explain how it is done.
Outcome I identify who is responsible for an action or procedure.
Linear/Decision I determine the result of a procedure.
Resources I tell you what is contained in a block of information.
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Preferred Writing Style

• Use simple language.
• Write in short sentences.
• Write in the active voice.
• Use the present tense as much as possible.
• Check spelling
• Check correct use of grammar
• Keep punctuation simple and check this too

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Reinforce/Practise Procedure Writing

• Use approved available scenarios/case studies
  developed for assessment to practise reviewing
  procedures.
• Ask your manager about opportunities to be
  involved in procedure design/development.