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Dear Ask the
Expert,
I write a lot of procedures for various functions in
my organization, such as how to process bills and what to do if the
payroll system is down. When I write, I always feel I’ve thought of
everything, but it never fails . . . I get lots of questions, and
sometimes my staff doesn’t follow my instructions as I want them to.
I want to make my work instructions more clear and easy to follow,
and reduce the number of questions my staff has. Can you help?
Sincerely,
Polly
Dear
Polly,
You’re not alone in your struggle to write clear
procedures. At Information Mapping, we find that one of the most
common mistakes procedure writers make is that they mix procedure
information with process information.
Procedure vs.
Process
In everyday language, the term
process is often used interchangeably with
procedure. To identify process information, we look
for descriptions of how things work or change over time
or what happens.
A process, like a procedure, usually involves
sequential events or time intervals. However, a
procedure describes steps that an individual is
directed to perform, while a process
describes events or phases about which the reader needs to be
aware. Processes are descriptive (non-action information) and
lack the level of specificity required for the reader to perform the
tasks described. Procedures are instructive (action information) and
contain enough detail to perform the activity.
Process is closely related to procedure, but the
important differences between the two dictate that writers treat
them differently. When we apply the Information Mapping methodology to
procedures, we make clear distinctions between procedure and
process.
The differences between procedure and process become
more apparent when we see them side by side.
|
Information Type |
Description |
Examples |
| Process |
- Tells the reader “what happens”
- Is written in the third person, active voice (“this does
that” or “who does what”)
- May involve one or more person, thing, or
both
|
- How does the payroll system operate?
- What happens when you use the RUN command?
- How does the machine behave when the WT-409 circuit is
out?
|
| Procedure |
- Tells the reader “what to do”
- Is written in the second person, active voice (“you do
this”)
- Involves only one person
|
- How do you clear a bank draft?
- How do you find the reciprocal of a number?
- How do you replace the WT-409
circuit?
|
Processes and procedures have quite different purposes
and readers respond differently to the imperative language of a
procedure and the descriptive language of a process. Procedural
information can confuse the reader when the actions are buried
within the text or if the steps are vague, incomplete, or
incorrect.
An Example of Mixing
Procedure and Process Information
The table below
mixes procedure and process information.
|
Step |
Action |
|
1 |
Empty drawers and file cabinets, pack contents into
cartons. |
|
2 |
Seal cartons with tape. |
|
3 |
Discard rubbish in the bins provided. |
|
4 |
The movers color-code each person’s cartons. |
|
5 |
Information Services packs PCs and associated
cables. |
|
6 |
Items to be sent to storage include your old telephone,
marketing brochures, and excess
stationery. |
- Procedure: Steps 1, 2,
and 3 are procedure. They address the reader and provide enough
detail to perform the activity.
- Process: Steps 4 and 5
are process. They explain what other people do, but do not provide
enough detail to perform the activity. For example, Step 4 does
not explain how the movers should color-code the cartons.
- Unclear: Step 6 is
presented as a fact, but it suggests either a procedure or
process. If your purpose was to tell the reader how to send the
items to storage, rewrite the information as a procedure step. If
your purpose was to describe someone else’s responsibility for
sending the items to storage, rewrite the information as a stage
in a process.
Return to top
The
Solution
The solution is to
identify and separate the procedure steps from the other content and
present the steps in such a way to make it easy to read and use.
There are two ways you can insert process information into your
procedures if you need to. You can
- use sub-labels, or
- add a third column.
Example: Using Sub-labels
in a Procedure Table
In the following procedure
table, sub-labels present non-action, process information.
|
Step |
Action |
|
1 |
- Type the
- customer name
- address, and
- telephone number, and
- press ENTER.
Result: The Invoice Entry
screen is displayed. |
|
2 |
- Type the
- date of invoice
- amount of invoice, and
- materials purchased, and
- press ENTER.
Result: The information is
saved.
|
|
3 |
- Repeat Steps 1 and 2 until all invoices for the month
are entered into the system, and
- press ENTER twice.
Result: The Invoice Summary screen is
displayed.
|
|
4 |
Review your entries. Have you made any errors?
- If yes, repeat Steps 1 through 4 to make corrections.
- If no, press ENTER.
Result: The invoices are
entered.
|
Example: Adding a Third
Column to a Procedure Table
In the following
procedure table, a third column presents non-action, process
information.
|
Step |
Action |
Result |
|
1 |
- Highlight SETUP on the Main Menu screen by using the
arrow keys, and
- press ENTER.
|
- The TABPRO Setup screen is displayed with the current
settings highlighted, and
- Modify is highlighted.
|
|
2 |
Press ENTER to select Modify. |
The cursor is moved to the Monitor Selection window. |
|
3 |
Make changes by
- using the arrow keys to highlight the desired selection
- pressing TAB to move to the next window, and
- pressing ENTER to return to the Next? command
line.
|
Modify is highlighted. |
|
4 |
Do you want to save these changes for future sessions?
- If yes
- press ENTER, and
- go to Step 5.
- If no, go to Step 5.
|
TABPRO saves the changes you made. |
|
5 |
- Highlight Exit, and
- press ENTER.
|
The Search screen is displayed. |
Conclusion
So, Polly, one
of the first things to do is to be sure you identify your process
and procedure information and separate them in the procedure steps.
By doing this, you will keep your procedures user-focused and
task-based, ensuring fewer calls to supervisors and correctly
performed procedures … which will certainly impress your
employer!
Sincerely,
In Information Mapping’s flagship workshop, Developing Usable Content & Documentation, learn more about identifying
and developing procedures and process tables, as well as how to
identify and develop the other four information types. Or, contact us to find out how our
professional services team can help make your procedures and
processes easier to understand and use. Master the Information Mapping method and
change the way you write and work!
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