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
3. Identify 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