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1EDR Writing Procedures
Writing Procedures
EDR/IRS
EDR Writing Procedures 2
HousekeepingSome things to note before we start:• Start/finish• Breaks/timing• Venue layout/amenities• Hospitality• Emergency procedures• Mobile telephones• Smoking
3EDR Writing Procedures
How does Writing Procedures contribute to EDR/IRS?
Reviews or changes to business procedures often impact directly on these areas
Well written procedures contribute to all these EDR/IRS areas.
Well written procedures help maintain
Consistency
Participation
Clear & agreed triggers
Communication
Prioritisation
Review
KnowledgeBase
ManagementSystems
Logistics
TechnicalExpertise
EDR/IRS
ProcessDevelopment
Training & Development
UnitStandards
Business AsUsual Operation
EDR Writing Procedures 4
OverviewDuring this session we will cover:• Process and procedure key concepts• Design methodology• Key components of procedure writing• Writing styles and conventions• Writing a procedure
EDR Writing Procedures 5
Learning OutcomesAt 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.
EDR Writing Procedures 6
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.
EDR Writing Procedures 7
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?
EDR Writing Procedures 8
EDR Writing Procedures 9
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1 of 3Developed by The Integral Group Ltd18/3/03
Process Order for New Cable TV Service
PTO...
Contact XYZCompany and
request cable TVservice
1
Displaycustomer’s record
Determinewhether caller isexisting customer
2
Determine caller’sresidential address
4
No
Determine whethercable service is
available in caller’sstreet
5
Generate jobdetails into WorkForce Manager’s
work queue
Enter a new cableTV service order
6XYZ
Yes
Check workqueue (twice a
day)
9
Go toStage 10
Display job details
Advise customer ofdate (and approximate
time) of Cable TVTechnician’s visit
8
Advise caller that cableservice is not yet available
in their street (andapproximate date when it
will be)
7
Access customer’srecord
3 XYZ
Yes
XYZ
No
Key:
Phonecall
EDR Writing Procedures 10
Process Review Lifecycle
Implement Future
Process
Identify the
Need for
Change
DesignFuture
Process
Analyse Current Process
Develop Future
Process
Evaluate Future Process
Revisit
EDR Writing Procedures 11
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
EDR Writing Procedures 12
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.
Definition of a Procedure
EDR Writing Procedures 13
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.
Definition of Supporting Information
EDR Writing Procedures 14
Analyse
Design
Develop
Implement
Evaluate
ADDIE Methodology
EDR Writing Procedures 15
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.
EDR Writing Procedures 16
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.
EDR Writing Procedures 17
Development
• Create a prototype.• Test the theory with end users and subject matter experts.• Develop the process/procedures documentation.• Conduct a tabletop review.
EDR Writing Procedures 18
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.
EDR Writing Procedures 19
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.
EDR Writing Procedures 20
Information Types
Concept Principle
Structure Procedure Fact
Process
EDR Writing Procedures 21
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
EDR Writing Procedures 22
Documentation Information Principles
Chunking Hierarchy
Accessible DetailIntegrated Graphics
Consistency
LabellingRelevance
EDR Writing Procedures 23
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.
EDR Writing Procedures 24
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.
EDR Writing Procedures 25
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.
EDR Writing Procedures 26
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.
EDR Writing Procedures 27
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.
EDR Writing Procedures 28
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.
EDR Writing Procedures 29
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 ProcessMaps
ProceduresLinks to
RolesProcedure
Instructions
ResourcesTools
Templates
Example: IRS Knowledgebase
EDR Writing Procedures 30
Linear ProcedureProcedure 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
EDR Writing Procedures 31
Decision-making ProcedureProcedure 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
EDR Writing Procedures 32
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.
EDR Writing Procedures 33
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
EDR Writing Procedures 34
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.