13 Common Mistakes about Communicating Policies & Procedures Information

© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

Raymond E. Urgo | Principal | Urgo & Associates | [email protected]

Maxwell Hoffmann | Adobe Product Evangelist | Twitter @maxwellhoffmann | [email protected]

13 Common Mistakes about Communicating Policies & Procedures Information …and How to Avoid Them


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Maxwell Hoffmann

Adobe Product Evangelist, Tech Comm Suite

Former Product Manager and Sales Training Directorfor Frame Technology

15 years in translation industry, working on “whatever documents walked through the door”

Trained over 1,200 people in hands-on, scalable publishing solutions

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Copyright 2012 Raymond E. Urgo

About Raymond Urgo (Mr. P&P)

• Age 7: Wrote neighborhood club rules, played telephone company

• Age 27: Methods & Procedures Analyst, New York Telephone Company

• 1993: Founded Urgo & Associates, management consultancy in P&P

• Professional career mission: To define and promote P&P Communication as a discipline and a way to transform organizations

13 Common Mistakes about CommunicatingPolicies & Procedures Information

…and How to Avoid Them[Part 1 of 2]

Raymond E. UrgoUrgo & Associates

www.urgoconsulting.com

13 Common Mistakes about CommunicatingPolicies & Procedures Information

…and How to Avoid Them[Part 1 of 2]


Preview of Part 1 of 2 for Today’s Webinar

6 of 13 common mistakes and how to avoid them

• Understanding the Use ofPolicies & Procedures Information (#1 and #2)

• Approaches to DevelopingPolicies & Procedures Information (#3 thru #6)


Free P&P resources AND a Special Offer!

Teach vs. Think


I cannot teach anybody anything,

I can only make them think.

Socrates(469 - 399 BC)

Athenian Philosopher

Mistake #1: Limited coverage of subject areas

Assuming policies and procedures are about an organization’s employment practices only.


Avoid Mistake #1: Limited coverage of subject areas

Examples-- Property management-- Accounting-- Purchasing (procurement)-- Mystery shopping-- Hospital operating room-- Financial investments-- University registrar-- Information technology-- Opening charter schools,

branch offices, chain of stores

Realize possibilities with P&P • Unlimited subjects/needs• Hidden, scattered, silos• Different names• Informal (tribal) to formal• Uncontrolled to controlled• Zero or more people/

groups managing P&P


Mistake #2: Having information that’s not useful

Assuming that P&P is merely paper-based information that is stored in binders collecting dust

because no one ever uses the information.


Avoid Mistake #2: Having information that’s not useful

What to do• Plan a P&P program/function• Implement P&P content

development process• Adopt a documentation

methodology• Develop single-source content

and for online use• Combine use of content for

P&P and trainingCopyright 2012 Raymond E. Urgo

Mistake #3: Expecting one approach fits all

Assuming there is only one right way to invest in

policies and procedures communication.


Avoid Mistake #3: Expecting one approach fits all

You can't solve a problem with the

same mind that created it.

Albert Einstein, Theoretical physicist,philosopher, author (1879-1955)

What to do• Remember your P&P situation and

needs are unique• Determine where you are now

and need to be• Determine level and type of

commitment and resources• Take caution on self-learning, P&P

books, and P&P case- study talks• Seek advice of a P&P specialist


Mistake #4: Expecting that packaged procedures

are always useful

An organization purchases packaged policies and

procedures from a vendor to be used “as is” or

modified “as needed”.

=


Avoid Mistake #4: Expecting that packaged procedures

are always usefulWhat to do• Know the two types available• Know the usefulness of

content• Know the usability of content• Prepare to modify, administer,

promote, and maintain• Be flexible to change to model• Know expected value or ROI


Mistake #5: Not combining training and P&P

An organization maintains two sets of

policies and procedures information: one for

training and another for on-going reference.

Training On-going reference


Training

Avoid Mistake #5: Not combining training and P&P

=What to do• Focus investment as organization’s training curriculum• Apply principles of instructional design and performance-

based communicationBenefits• Users prefer one set• Less chance of

conflicting information• Less content to

develop, store,access, and maintain

+Training

and On-going reference

On-going reference


These documents may reside together; they just don’t relate, match, and fit together.

Mistake #6: Having multi-source documents

An organization develops its P&P information in a short document

(one to several pages) on a given subject or standard as needed, assigns a number

to it, and then files it in a binder.


Information matches, relates, fits, and resides

together comprehensively

(beginning to end) under the same

plan.

Avoid Mistake #6: Having multi-source documents

What to do• Create an information plan

• Create manuals not binders • Create libraries of topics that

begin and end together

Benefits: Less redundancy; easier to access, find, understand, and maintain; and offers greater value (ROI)


Preview of Part 2 of 2 of this WebinarJune 14, 2012

Seven more common mistakes and how to avoid them

• Process for Developing P&P Information (#7 and #8)

• Standards for Developing P&P Information (#9 and #10)

• Talents for Developing P&P Information (#11, #12, and #13)


Urgo & Associates Policies & Procedures Consulting Services


• Provide assessments and strategic advice on P&P programs and resources

• Lead P&P content development projectsto simplify complex practices and content

• Teach and mentor in P&P Communication

• Advise P&P product and service providers in the P&P Marketplace on trends

Urgo & Associates P&P Resources and Special Offer


Free P&P resources at www.urgoconsulting.com• Articles, book reviews, white papers, presentations

• Award-winning e-newsletterThe Policies & Procedures Authority

Special offer !Complimentary consultation (first 10 requests by email)

Contact informationRaymond Urgo rurgo@urgoconsultingUrgo & Associates www.urgoconsulting.com

323-851-6600


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Question And Answer Time

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Contact Information

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InformationRaymond E. UrgoPrincipalUrgo & Associates1616 N. Fuller Ave., #428Los Angeles, CA 90046-3893

LinkedIn http://www.linkedin.com/in/raymondurgoEmail [email protected] http://www.urgoconsulting.comPhone +01 323-851-6600

Maxwell HoffmannAdobe Systems, Inc.Product Evangelist

Blog blogs.adobe.com/techcomm Blog blogs.adobe.com/mbhoffmann Twitter twitter.com/maxwellhoffmannTwitter twitter.com/AdobeTCS

Email [email protected] Web www.adobe.comLinkedIn www.linkedin.com/in/maxwellhoffmannFacebook As Maxwell HoffmannFacebook As Adobe Technical Communication Professionals Group

Previously recorded eSeminars: http://adobe.ly/qo3pzcCalendar of upcoming eSeminars: http://adobe.ly/xdzOYa

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13 Common Mistakes about Communicating Policies & Procedures Information