Standardizing Documentation Across Multiple Writers

The Problem

A writer recently summarized a common problem about standardizing documentation across a group of multiple writers: “My team writes, updates, and manages the documents that are used for our global operations. The team is spread out across the globe. We have been trying to make our documents look more alike, but have not been able to accomplish that. Some team members write long and wordy documents while others write short and concise documents. The variations in our writing styles also cause problems when documents are translated. How do I establish standards for writing documents so that all of our documents are consistent and appear to be from one author?”

Establishing team writing standards is one of the most important—and most difficult—things you can do to improve the quality of your documentation. The challenge is that everyone seems to have their own ideas about what the standards should be—and many authors like to maintain a sense of individual freedom and creativity when it comes to their writing.

The Information Mapping Solution:

Research shows that consistent use of structure, format, and terminology enhances usability and reader comprehension. That’s why the Information Mapping method includes Consistency as one of its design principles. The Consistency principle says to use similar organizations, sequences, formats, labels, and terms in similar content.

When applying the Consistency Principle multiple writers use the same approach to communicate similar information so that readers can

• access and understand information more quickly
• identify similarities and differences, and
• understand the relationships between pieces of information.

Getting Buy-In:

The first step is to convince your team that standards and consistency matter. Show them that adhering to consistent standards can help them

• reduce writing and revision time
• improve the clarity and effectiveness of the information for the audience, and
• improve the professionalism of your team’s work products.

Creating a Model Document:

Once your team has bought-in to the need for standards, the next step is to select a document that is not too complex but

• contains a variety of information, and
• represents the types of documents your team creates most often.

Revise the document using the Information Mapping method, and use it as a model that demonstrates the standards and best practices you hope to see adopted.

If you cannot find one document to use as your model that represents your entire document set, consider creating separate model documents that represent your various document types. For example, create separate model documents for your policies, processes, and procedures.

Setting Up a Team Meeting:

When your model document is ready, set up a meeting with your writing team and include any stakeholders who are invested in the final presentation of your documentation. Start by reviewing the purpose of the meeting, explaining the ground rules, and letting the team know how decisions will be made when team members do not reach consensus.

Review the model document with the team and agree on

• the flow and organization of the information in the document
• a standard presentation and formatting for similar types of material such as
  • page layouts
  • sublabels, and
  • headers and footer
• the terms and acronyms you will use and those you will not use
• standard wording and constructions for stem sentences, phrases, computer commands, or similar information that you will use repeatedly
• what should stay the same every time, and what could change or allow some room for flexibility, and
• other standards and requirements the team feels are necessary.

When deadlocked, consider presenting examples to the audience to see what will work best for them.

Another approach is to try asking each writer to go through this exercise on their own so the team can meet, compare, and agree on the standards.

If you have created multiple model documents, repeat this exercise for each document type.

Developing a Document Standards Guide:

Based on the model document and the team’s feedback, develop a Document Standards Guide that specifies the standards to be followed for all documents. This Guide should be available to all team members on paper and online, and should become the go-to reference when there is a question about styles and standards.

But keep in mind that it’s impossible to think up every document situation that will require standardization from one or more model documents. The Document Standards Guide that you create will be a living document that is sure to evolve over time. Ensure that you create an ongoing process that allows your team to

• bring future consistency issues to light
• discuss them as a team and agree upon consistent presentation standards, and
• update the Document Standards Guide to reflect the changes.

Establishing an Editor:

Once your team has agreed on the Document Standards Guide, it is a good idea to create a workflow that requires all documents to flow through an Editor (or group, depending on your business size and requirements) before being finalized and released. Use the Editor as the point person for the audience to notify if there are any issues with the documentation.

This process allows the Editor(s) to identify problems, analyze obstacles, recommend changes, mentor the writers, and document the resolutions.

The Editor’s responsibilities should include

• reviewing all documents for similar organizations, sequences, formats, labels, and terms in similar content
• tracking and analyzing all documentation issues to determine if the issue occurs across team members, and how often it occurs
• providing feedback to and mentoring the writers
• accepting or rejecting document changes
• establishing the process for capturing best practices
• presenting recurring documentation issues and areas for improvement to the team for discussion and review
• revising the established Document Standards Guide as needed, and
• updating team members on any changes.

Conclusion

Following these steps should help you establish, apply, and manage team writing standards that will

• give your documents a professional look and feel
• streamline your document development, review, and translation process, and
• make your documents easier for your audience to understand and use.
  

Linda Rentmeester Senior Content Architect lindar@infomap.com

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