Writing policies and procedures is a challenge, even for the experienced technical writer. In order for any organization to function properly, policies and procedures must be clearly written. They need to be accurate, brief, and easy to comprehend. When written correctly, policies and procedures can save time, eliminate frustration, and increase efficiency. This two-day workshop will incorporate the client's existing documents for hands-on review through large group, small group, and individual exercises.
Topics Include
- Knowing the difference between technical and narrative writing
- Following the four steps of development
- Writing with greater clarity and precision
- Avoiding ambiguities
- Identifying what readers need to know vs. what they want to know
- Determining the appropriate level of detail
- Recognizing words to avoid
- Organizing material within an established format/template
- Designing documents for visual appeal
- Creating an error-free document
- Understanding five different types of review
- Addressing resistance to new policies
- Organizing material for procedure writing
- Effective wording for conditional statements
- Writing conditional statements
Seminar Tips
- One of the best ways to engage readers is by telling them what they NEED to know along with what they WANT to know. When a new policy or procedure is introduced, readers are often resistant to change. Increase buy-in by answering anticipated questions before they are asked.
- Writing effective policies and procedures by a team of writers can present special challenges. How can you save time and reduce lengthy discussions and meetings? One way is to establish some ground rules in advance such as deadlines, areas of responsibilities, and a style guide, all of which can greatly reduce friction that may arise.
- Formatting can go along way to increase readability. Primary formats such as a narrative or an outline can be improved when secondary formats such as a Q and A section or a matrix table are embedded in the document.
Who should attend?
- Subject matter experts who are writing policies and procedures for the first time
- Technicians who must document familiar procedures
- Writers who currently are writing policies and procedures and want to improve their skills
- Engineers, scientists, computer specialists, and medical professionals who document objectives for protocols, including deviations, and standard operating procedures (SOPs)
Frequently Asked Questions
Answers provided by our Writing Effective Policies and Procedures trainer, Catherine S. Hibbard
Q. What's the difference between a policy and a procedure?
A. One way to differentiate between the two is that policies deal with the "what" and the "why" and procedures deal with the "how."
Q. That makes sense. How else are they different?
A. Policies are guidelines that regulate organizational activities. They can also be described as a type of position statement, explaining the organization's stand on a subject and why there is a rule about it.
Q. Why is it so difficult to write policies?
A. Sometimes writing policy statements is a challenge because they can be broad in nature, general in wording, and ambiguous.
Q. Can you give an example of a policy statement that is too general?
A. Absolutely. Company ABC has this policy statement on their Web site: We believe in providing our customers with the best customer service in our entire industry.
Q. How could that statement be improved?
A. Most readers would respond by thinking, "Okay. How do you do that?" The statement lacks specificity. If I were a customer, I would like to know how the outstanding service will be delivered.
Q. Is this where procedures comes into play?
A. Yes. Procedures are the normal method of handling things. They are protocols for implementation—the "how to." Procedures are action based and outline the steps you expect people to take and the sequence to follow. Frequently, they point out the consequences of failure to comply (e.g., damage, loss, injury, discipline).
Q. What should writers keep in mind when writing procedures?
A. Clearly written procedures are specific.
Q: Can you suggest some Internet resources related to writing policies and procedures
A: Yes. Click on the links below to find additional valuable information on technical writing to help in writing policies and procedures.
- Technical Communication Center
- Technical communication and writing tips, trends, tutorials, and free ezine by a Fortune 500 tech writer
- I Heart Technical Writing
- Practical advice on developing a successful career as a technical writer
Instructor
Catherine Hibbard
Catherine S. Hibbard is a nationally recognized expert in business and technical writing. She designs and delivers customized training seminars in technical and business writing, writing effective policies and procedures, and proofreading/editing.
Ms. Hibbard's client base, which is diverse and impressive, draws from both corporations and government agencies such as Centers for Disease Control and Prevention (CDC), several NASA centers, and numerous military branches. Her corporate clients include Nestlé Purina, Lowe’s, Verizon, and Campbell Soup. She has been awarded contracts for large training initiatives with the Office of Professional Management (OPM), Health Resources and Services Administration (HRSA), the Federal Aviation Administration (FAA), New York State Insurance Department, and the Federal Bureau of Investigation (FBI).
