TechWhirl (TECHWR-L) is a resource for technical writing and technical communications professionals of all experience levels and in all industries to share their experiences and acquire information.
For two decades, technical communicators have turned to TechWhirl to ask and answer questions about the always-changing world of technical communications, such as tools, skills, career paths, methodologies, and emerging industries. The TechWhirl Archives and magazine, created for, by and about technical writers, offer a wealth of knowledge to everyone with an interest in any aspect of technical communications.
Subject:Re: Policies & Procedures From:RAHEL A BAILIE <rbailie -at- NEWBRIDGE -dot- COM> Date:Tue, 15 Jun 1999 08:53:44 -0700
"Mason, Catheryn" wrote:
> Cassandra:
> I used to work on policies and procedures (creating and maintaining) for
> internal company use only, so I can't speak to P&P published for external
> use. I never did consult any books on the subject (probably should have) --
> the format and the "procedure for procedures" was already set when I took
> over the job. However, here's what we did.
In a similar vein, my department was given the task of developing the format (in
the complete delivery, not only document design sense) of policies and
procedures for external, then internal, use. The corporate culture was such that
we attracted the mavericks and the stubborn, and getting people to do something
as simple as use the company logo was an uphill battle. In the end, we adopted a
multi-level approach of policy, intent, and procedures, which helped put
organizational policies into context.
The policy, if well-written, captures the intent of the company directors and
need not change unless the company has a drastic change of direction; the
policies should be phrased in a positive way.
The intent explains the policy, to help guide the less imaginative to apply the
policy for the intended reason. This statement helps staff ensure that
procedures relate back to the policy. (It was amazing how many departments
managed to have policies that contradicted each other or seemed to contradict
each other.)
The procedures themselves were grouped together with the policies from which
they sprang, and were edited into procedural steps, with peripheral or
supporting information going into the preamble to the procedure. This was the
hardest part, as we kept reminding procedure creators of the need to keep the
manual user-focused.
This approach worked particularly well because staff could see how a decision at
the board of directors' level rippled throughout the organization as a policy,
and then as procedures.
If anyone is interested in an example of this approach, send me an off-line
post.
--
Rahel Anne Bailie, Technical Writer, ATMnet Customer Documentation Group
Newbridge Networks Corp (Newbridge West)
400-4190 Still Creek Drive, Burnaby, BC V5C 6C6
Phone (604) 421-2643, ext. 5658; Fax (604) 421-2644
