PR&R: Ch. 14 Instructions & Procedures
Checklist for Procedures p. 275
Have I considered my audience and purpose? Have I provided a clear and exact title? Have I provided a clear introduction and numbered steps or visuals if appropriate? Have I included notes, cautions, warnings, and dangers whenever necessary? Have I provided a conclusion? Have I provided an appropriate level of detail, a readable style, and an accessible design? Have I performed a Basic Usability Survey?
instructional brochures p. 257
Effective brochures contain text and visuals identifying each main section and headed with action verbs.
standard operating procedures (SOPs) p. 271
Used to give organizations an official record of how procedures should be performed.
style / readability p. 265
• Use direct address, active voice, and imperative mood - begin steps and substeps with action verbs • Use short and logically shaped sentences • Use parallel phrasing • Use affirmative phrasing • Use transitions to mark time and sequence
accessible design p. 268
• Use informative headings • Arrange all steps in a numbered list • Separate each step visually • Make cautions, warnings, and danger notices highly visible • Make visual and verbal information redundant • Place visuals and prose steps that are connected close together • Keep the design simple and easy to navigate • For lengthy instructions, consider a layered approach
Checklist for Instructions p. 275
Have I determined what type of instructional format I should use? Have I assessed the ethical and legal implications of my instructions? Have I provided a clear and exact title? Have I included an orienting overview or introduction? Have I provided step-by-step instructions in the body? Have I used visuals to enhance usability? Have I included notes, cautions, warnings, and dangers whenever necessary? Have I provided the appropriate level of detail and technicality for my audience? Have I followed the strategies for writing with a readable style? Have I followed the strategies for creating an accessible design? Have I performed a Basic Usability Survey?
content p. 265
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general safety procedures p. 271
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procedures purpose considerations p. 271
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Basic Usability Survey p. 274
1. Briefly describe why this document is used: 2. Evaluate the content: • Identify any irrelevant information. • Indicate any gaps in the information • Identify any information that seems inaccurate • List other problems with the content 3. Evaluate the organization: • Identify anything that is out of order or hard to locate or follow • List other problems with the organization 4. Evaluate the style: • Identify anything you misunderstood on first reading • Identify anything you couldn't understand at all. • Identify expressions that seem wordy, inexact, or too complex. • List other problems with the style 5. Evaluate the design: • Indicate any headings that are missing, confusing, or excessive • Indicate any material that should be designed as a list • Give examples of material that might be clarified by a visual • Give examples of misleading or overly complex visuals • List other problems with design 6. Identify anything that seems misleading or that could create legal problems or cross-cultural misunderstanding . 7. Please suggest other ways of making this document easier to use.
user manuals p. 258
A more comprehensive form of instructions that include descriptions, specifications, warnings, maintenance, and troubleshooting advice that is often used for complex products.
notes p. 264
A note clarifies a point, emphasizes vital information or describes options or alternatives.
computer instructions p. 260
A paperless form of instruction that is built directly into the software and is accessible from the "help" menu.
warnings p. 264
Alert users to potential hazards to life or limb - include the appropriate visual symbol or icon
instruction / procedure formats p. 256
Brochures, user manuals, PDFs, hyperlinks, reference cards, and CD are all common formats for instructions / procedures. Choose the format based on the environment where the material will be used.
cautions p. 264
Cautions prevent possible mistakes that could result in injury or equipment damage - include the appropriate visual symbol or icon
procedures audience p. 271
Consider how your readers will use the procedures when deciding on document length, format, level of detail, and medium
instructions p. 255
Directions that spell out the steps required for completing a task or series of tasks. Written for an audience who may or may not have knowledge of the task.
danger notice p. 264
Identify immediate hazard to life of limb - include the appropriate visual symbol or icon
ethical and legal implications p. 261
Instructional documents carry profound ethical and legal obligations on the part of those who prepare them. A person injured because of unclear, inaccurate, or incomplete instructions can sue the writer as well as the manufacturer.
medical/health procedures p. 271
May be written for professionals or consumers.
instructions audience p. 256
Readers who are familiar with the task may need just the basics. Readers who are new to the task will need more detail. A mixed audience will need both a quick start guide and a more comprehensive guide. Keep international reader's perspectives in mind.
procedures p. 225 p. 271
Special instructions that serve as official guidelines for a group of people who typically are already familiar with a given task. Procedures provide rules and guidance for people who are required to follow accepted practice. Often need review and approval by an official body.
usability testing p. 273
The process of identifying which parts of the document work and don't work.
hyperlinked instructions p. 260
This medium uses hypertext to allow readers to explore various levels of information. Hyperlinked instructions have the advantage of being easily updated.
instructions purpose considerations p. 256
To help users perform a task or series of tasks by answering the following questions: How is the task done? What materials are needed to complete this task? In which order should the tasks be completed? What could go wrong? Are safety issues involved? How long will it take?
quick reference materials p. 259
Typically written and designed to fit on a single sheet of paper, card, or Web page. Features basic steps to get a task done.
Strategies for Instructions & Procedures p. 273
• Analyze your audience • Analyze your purpose • Always remember the ethical and legal implications • Use standard organization and include all needed elements • Provide an appropriate level of detail and technicality • Write with a readable style • Design for maximum accessibility • Always test for usability
elements of effective instructions
• Title - be clear and exact • Overview or Introduction - to orient readers before they begin the task • Body - list task steps in correct order • Conclusion - summarize, provide troubleshooting tips (may be omitted if the body contains this information) • Visuals - play the vital role of showing what to do, attracting the readers attention and minimizing the need for words • Notes, Cautions, Warnings, and Danger Notices - always include these but keep them concise so they don't lose their impact - include the appropriate visual symbol or icon.
