EDR Writing Procedures Writing Procedures EDR/IRS Writing Procedures

EDR Writing Procedures Housekeeping Some things to note before we start: Start/finish Breaks/timing Venue layout/amenities Hospitality Emergency procedures Mobile telephones Smoking

EDR Writing Procedures How does Writing Procedures contribute to EDR/IRS? Well written procedures contribute to all these EDR/IRS areas. Consistency Participation Clear & agreed triggers Communication Prioritisation Review Knowledge Base Management Systems Logistics Technical Expertise EDR/IRS Process Development Training & Development Unit Standards Business As Usual Operation Reviews or changes to business procedures often impact directly on these areas Well written procedures help maintain

EDR Writing Procedures Overview During this session we will cover: Process and procedure key concepts Design methodology Key components of procedure writing Writing styles and conventions Writing a procedure

EDR Writing Procedures Learning Outcomes At the conclusion of this training you will: Understand the basic process review lifecycle. Understand the difference between a process and procedure and why they are important. Follow a design methodology for creating procedures. Be familiar with different information types.

Learning Outcomes, continued EDR Writing Procedures Learning Outcomes, continued Be familiar with documentation principles like the concept of chunking. Know the different components of a procedure. Understand certain writing styles and conventions; and write clearly in the active voice. Write a short instructional procedure from the information provided in a case study.

Knowledge Checks/Learning Reviews EDR Writing Procedures Knowledge Checks/Learning Reviews What are knowledge checks? What are learning reviews? Can trainees refer to any reference material during the knowledge checks? What do trainees do when they have completed a knowledge check?

EDR Writing Procedures

Process Review Lifecycle EDR Writing Procedures Process Review Lifecycle Revisit Implement Future Process Identify the Need for Change Design Future Process Analyse Current Process Develop Future Process Evaluate Future Process

Definition of a Process EDR Writing Procedures Definition of a Process A process is a set of events, stages or phases that occur within a timeframe and have an identified purpose or outcome. Processes: tell you about what happens. generally involve a number of people and tasks are written in the third person

Definition of a Procedure A procedure is step by step instructions for one person to complete a task. Procedures: describe why a tasks exists tells the person what and how to do a task. is written in the second person contains steps for one person to perform.

Definition of Supporting Information Supporting Information is additional documentation or web links or tools to which you may need to refer to complete a procedure correctly. Examples of supporting information are: Policy and reference documents. Templates. Tools.

ADDIE Methodology Analyse Design Develop Implement Evaluate

EDR Writing Procedures Analyse Understand business goals. Establish desired outcomes. Conduct an outcome analysis with impacted business groups and subject matter experts. Test alignment with existing organisation policies. Explore target group impacts and subsequent requirements/needs. Gather information.

EDR Writing Procedures Design Plan the process strategy. Select the documentation format. Write the process design document. Include: - What needs to change. - Who is involved/impacted (roles, levels). - What needs to be developed. - How the change should be communicated and implemented. - What the implications are for the organisation.

EDR Writing Procedures Development Create a prototype. Test the theory with end users and subject matter experts. Develop the process/procedures documentation. Conduct a tabletop review.

EDR Writing Procedures Implementation Establish the timeframe for phasing in of the new process Complete a communications schedule/roadshow. Notify managers about the intended implementation. Select site champions and prepare them with a custom training package. Arrange for field support for affected users and managers Devise a plan to manage resistance and performance. Prepare trainers to deliver any new procedures training.

Evaluate – So how did we do? EDR Writing Procedures Evaluate – So how did we do? Create business measuring tools. Measure the learning of new or changed procedures. Assess performance in the workplace. Assess benefits for the organisation.

Information Types Concept Process Principle Structure Procedure Fact

Spot the Information Type Procedure Principle Process Concept Fact 10. Principle 11. Structure 12. Concept 13. Fact 14. Procedure 15. Process 16. Principle 17. Concept 18. Fact Spot the Information Type

Documentation Information Principles Consistency Hierarchy Chunking Relevance Labelling Accessible Detail Integrated Graphics

Chunking Principle Research – Readers short term memory retention. Use a chunking limit of 7+ 2. When information is familiar or easy to understand, increase the chunking limit. When information is unfamiliar or complex decrease the chunking limit.

Relevance Principle Place related things together. Eliminate unrelated items from related chunks of information. Focus on one main idea. Place supporting information in separate chunks.

Labelling Principle Label all chunks of information, including graphics. Ensure that the label accurately reflects the content. Use heading text to make labels stand out.

Consistency Principle Create consistent standards and apply them to your document Use one term per concept. Decide on a format and stick to it. Sequence document parts/sections in the same order Present similar information the same way throughout your document.

Integrated Graphics Principle Make information more visual with tables, lists, graphics and multi-media. Ensure graphics clarify text meaning. Keep graphics with corresponding text. Use consistent labelling in both graphics and text.

Accessible Detail Principle Determine your number of target audiences Analyse audience needs Group generic audience information at the front of the document. Group specific audience information in labelled sections. Make navigating relevant content easy for each target group to access.

Procedure Instructions Resources Tools Templates Hierarchy Principle Organise small relevant units of information into a hierarchy Label the larger groups When you apply this principle readers can: See how information is organised Understand the information better Have an organised learning pathway Access information easily and efficiently Process Maps Procedures Links to Roles Procedure Instructions Resources Tools Templates Example: IRS Knowledgebase

Procedure for Making Tea Linear Procedure Procedure for Making Tea Step Action 1 Fill the jug or kettle with water. 2 Take the plug and insert it into the electric socket 3 Turn the jug on/off switch turn this to the on position. 4 Get a cup in which to make the tea. 5 Take a tea bag and place it in the cup 6 When the water in the jug boils, turn off the jug and disconnect it from the power source. 7 Pour hot water into the cup to approximately 1 cm from the rim. 8 Stir the tea bag for 30 seconds until steeped 9 Using teabag tongs or spoon lift the tea bag out of the water and discard. 10 Add milk and sugar to your taste, if desired

Decision-making Procedure Procedure for Making Tea Step Action IF Yes - then IF No - then 1 Check the water level in the jug 2 Is there enough water to cover the element Continue to next step Fill the jug with water 3 Is there enough water to make your tea requirements 4 Take the plug and insert it into the electric socket 5 Does the jug have an on/off switch Turn on the switch 6 Get a cup in which to make the tea. 7 Take a tea bag and place it in the cup

Recognising Procedure Components Role Support actions and activities. Pre-requisites Contains decision points that happen in a procedure and uses words like IF THEN AND. Step action table I often include information like Purpose, When to use, Diagrams and Rules. Supporting Block I describe the procedure types. Embeded table Things that need to be done before a procedure can be performed. Block label I walk the user through the procedure and explain how it is done. Outcome I identify who is responsible for an action or procedure. Linear/Decision I determine the result of a procedure. Resources I tell you what is contained in a block of information.

Preferred Writing Style Use simple language. Write in short sentences. Write in the active voice. Use the present tense as much as possible. Check spelling Check correct use of grammar Keep punctuation simple and check this too

Reinforce/Practise Procedure Writing Use approved available scenarios/case studies developed for assessment to practise reviewing procedures. Ask your manager about opportunities to be involved in procedure design/development.