Technical Writing | Writing Policies, procedures and processes

The intent of writing policies, procedures and processes (PPP) is to assist teams to manage their responsibilities such as an event, performing a Sales Order, or raising an invoice. The process steps help teams focus on the performance and principles of a business. What is the Techwriting approach to writing PPPs?

To begin writing a new process, or update a process requires an analysis of the process As-is to allow users to identify where there are gaps and where to update the information. Then the focus becomes what is To-Be.

1. Involve staff members and business teams by asking for their input.

  • Staff members can inform the author what has worked or failed in the past.
  • Employees are aware what will make them more productive in performing their jobs.

2. Ensure the title reflects the content of the procedure

The policy title questions:

  • The title description must reflect the content
  • Be accurate enough to show the primary contents of the policies
  • Is the title user-friendly?
  • Will the content be understood by staff not familiar with the PPP?
  • Are the keywords and illustrations efficiently used to assist the reader

3Identify the purpose of the procedure

  • Outline the purpose of the document, the intent.

4. Define the policy statement

  • The policy statement must outline and define the ways an organisation will conduct business during an Event, (Incident, Disaster Recovery).
  • The policy must identify the go-to person for specific information regarding a particular issue.

5. Outline the procedures for the policies of your business.

  • The procedures must be current and demonstrate a step-by-step outline of activities that will affect the business now or in the future.
  • The steps must be in a sequence to be followed each time by the user to obtain the same desired results.
  • The steps will give an endpoint to allow the user to know when the results can be expected.
  • The policies will outline the department responsible for handling which functions.

6. Create a Glossary

  • A glossary ensures a consistent use of terminology to avoid confusion
  • The user needs to have a clear understanding of the writer’s intent
  • Include reference information to clarify statements, if required
  • Write in a tone that fits your business environment
  • Proofread document for errors or omission
  • Check illustrations for clarity and format
  • Ask each department to review its section for accuracy
  • Add the date and note revision or final draft on the first page

 

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