1. © 2010 Pearson Education, Inc., publishing as Longman Publishers. 1 Chapter 13 Instructions and Procedures Strategies for Technical Communication in the Workplace Laura J. Gurak John M. Lannon

2. © 2010 Pearson Education, Inc., publishing as Longman Publishers. 2 Purpose of Instructional Documents  Why am I doing this?  How do I do it?  What materials and equipment will I need?  Where do I begin?  What do I do next?  What could go wrong?

3. © 2010 Pearson Education, Inc., publishing as Longman Publishers. 3 Formats for Instructional Documents  Instructional brochures  User manuals  Quick reference materials  Hyperlinked instructions  Computer instructions

4. © 2010 Pearson Education, Inc., publishing as Longman Publishers. 4 Faulty Instructions Faulty Instructions result from:  Failure to instruct users in the proper use of a product  Failure to warn against hazards from proper use of a product  Failure to warn against the possible misuses of a product  Failure to explain a product’s benefits and risks in accessible language  Failure to convey the extent of risk with forceful language  Failure to display warnings prominently

5. © 2010 Pearson Education, Inc., publishing as Longman Publishers. 5 Elements of Usable Instructions  Title  Overview or Introduction  Body  Conclusion  Visuals  Notes, Cautions, Warnings, and Danger Notices

6. © 2010 Pearson Education, Inc., publishing as Longman Publishers. 6 Content, Style, and Design Considerations Content  Appropriate level of detail and technicality  Provide background  Provide adequate detail  Provide examples  Include troubleshooting advice

7. © 2010 Pearson Education, Inc., publishing as Longman Publishers. 7 Content, Style, and Design Considerations (cont.) Style  Use direct address, active voice, and imperative mood  Use short logically shaped sentences  Use parallel phrasing  Phrase instructions affirmatively  Use transitions to mark time and sequence Effective design  Use clear and open design that draws attention to important details

8. © 2010 Pearson Education, Inc., publishing as Longman Publishers. 8 Procedures Procedures prescribe rules and guidance for people who know how to perform the task but are required to follow accepted practice.  Used to standardized tasks

9. © 2010 Pearson Education, Inc., publishing as Longman Publishers. 9 Usability Testing Ask: “Do these instructions or procedures enable you to carry out the task safely, efficiently, and accurately?”

10. © 2010 Pearson Education, Inc., publishing as Longman Publishers. 10 Any Questions? For additional help reviewing this chapter, please visit the Companion Website for your text at http://www.pearsonhighered.com/gurak.