EDR Writing Procedures 0 Writing Procedures EDR/IRS

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


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


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.


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.


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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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


Process Review Lifecycle

Implement Future

Process

Identify the

Need for

Change

DesignFuture

Process

Analyse Current Process

Develop Future

Process

Evaluate Future Process

Revisit


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


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


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


Analyse

Design

Develop

Implement

Evaluate

ADDIE Methodology


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.


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.


Development

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


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.


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.


Information Types

Concept Principle

Structure Procedure Fact

Process


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


Documentation Information Principles

Chunking Hierarchy

Accessible DetailIntegrated Graphics

Consistency

LabellingRelevance


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.


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.


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.


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.


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.


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.


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


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


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


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.


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


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.

Documents

EDR Writing Procedures 0 Writing Procedures EDR/IRS