The Essentials of Technical Communication: Chapter 10

In this Chapter

This chapter discusses instructions, procedures, and policies. It begins by examining the differences between instructions and procedures. It then explains the importance of these two types of documents in the workplace. A list of helpful tips is provided on the composition of these documents. The next section discusses the planning of instructions and procedures. This is followed by a description of the structure and organization that should be used. An example of planning and several sample documents are also included in this chapter.  The chapter concludes with a section about online instructions.

Procedures and Instructions

Procedures are general guidelines for performing a task, but instructions provide the reader with specific, detailed step by step instructions.  Both of these documents are important and widely used. Procedures are useful when the reader already has the knowledge necessary to complete a task, but they need guidelines on how the task should be completed in different situations. Instructions are used if the reader requires detailed steps to complete the task.

Instructions and Procedures may be included in many other types of documents. Sometimes, they are standalone documents included with a specific machine or process. Complicated instructions and procedures are usually created as manuals, which usually take the form of a report.  Email is not an appropriate medium for instructions and procedures because the lack of standard formatting can lead to readability issues.

Importance of Instructions and Procedures

These documents are very important because they can expose a company to legal liability if poorly constructed. On the other hand, well designed instructions can improve the image of a company and act as a good sales document. For products that require customer assembly, good instructions are as important as the design of the product itself.  For these reasons, it is very important that these documents be readable, clear, and unambiguous. Because people tend to get impatient with instructions, it is also important that they be as concise as possible. 

Planning

There are several key points to consider when planning this type of document. First, you should consider the knowledge of your readers and how the document will be used. You should then think about what your purpose is in writing the document, and design it to clearly convey that purpose to the readers. Next, you should determine the context in which the document will be used. The context of use is often important in the design, format, and even placement of the document. If the instructions will be available online, extra attention to readability is required. The planning process is especially critical to this type of document because the reader has a very specific need and the consequences for misunderstandings can be serious. 

Structure

These documents usually follow a general structure. They begin with an introduction followed by a section about the theory governing the procedure or instruction. The next section will contain safety warnings, cautions, and hazards. This section may contain other important notes as well. The next section describes the prerequisite conditions for the task to be performed. The las section is the actual step by step instructions for the task.