Part 4 Understanding the reader's information needs (procedure wriitng)

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Information about Part 4 Understanding the reader's information needs (procedure wriitng)

Published on June 19, 2016

Author: JoanneSorensen


1. 4. UNDERSTANDING THE READER’S INFORMATION NEEDS Understand how people read and use procedures

2. Photo source: Unsplash (Bench Accounting) For people who develop procedures, nothing matters more than the reader. They are the major stakeholder and we need to make sure that their information needs are met and that the procedure answers their questions

3. To write effectively, researchers and professional writers tell us that we need to understand people’s information needs. Photo source: Unsplash (Jean-Frederic Fortier)

4. Photo source: Unsplash (Bench Accounting) In fact, expert writers recognise the value of analysing their readers and spend more time finding out about the reader and their needs than other writers do. While it is okay to think about your reader, their characteristics, their knowledge, and their information needs, expert writers get to know the reader

5. 3 2 4 1 5 Background photo source: Unsplash (Eric Rothermel) 6

6. Tip 1:Consider creating a interview and research sheet. The sheet should include these types of topics: Why the jobs important Tools, equipment, parts, supplies, Scope of the job Risks, hazards, controls Systems affected Limitations or operating parameters What to do Critical steps How to do it Post-completion activities Competencies and language Consequences of deviating Results to be achieved Performance documents Records Photos Trouble shooting Roles & responsibilities Contacts & feedback Pre-start activities Key performance indictors Identification and classification Emergency response How to recognise a deviation & respond

7. On the next 3 slides, I have included the table of contents from an interview and research sheet I have used in the planning phase of a procedure’s development. Note: This was a procedure for a high-risk activity. Photo source: Unsplash (Eric Rothermel)

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11. On the next slide, I have included an example of one of the pages in the interview and research sheet.

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13. Tip 2: When we know HOW and WHEN people will use the procedure, we are better prepared to select a format (a procedure design) that will suit the procedure user. Make sure you know how the procedure will be used. Reference tool (non-mandatory) Induction tool Aid to record completion of critical steps & sign offs (mandatory) Planning tool for multiple operators (on a page) On the job aid for a repetitive tasks (mandatory) Emergency response tool Troubleshooting aid On-the-job aid to record data or test results (mandatory) Detailed training tool Planning tool for multiple operators (detailed) Provide photos and diagrams for a novice Provide supplementary information for a novice Tool to find process improvement (as-is or to-be) Job aid to support process improvement

14. On the next 15 slides, I have included some examples of procedure formats that I have used to accommodate the different ways people used these documents. Photo source: Unsplash (Eric Rothermel)

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16. “By understanding the reader we can select writing and design features that help us structure the procedure around their information needs and write from their perspective.” 19 June 2016

17. READY TO LEARN MORE? GO TO SESSION 5 Photo source: Unsplash (Jamie Street)

18. ABOUT me People tell me that they want their procedures to support people’s performance; so I help them. I help people when their procedures don’t work. I write procedures for people who want to reduce the challenges and error traps associated with procedure use. I edit procedures against standards, programs, and best practices. I take a risk and research-based approach and I base my recommendations on industry standards and best practices. I coach and mentor people who have other jobs (people who are not professional writers) and help them improve their procedure development and writing skills. I develop formats for procedures that provide structure for writers and readers. I also develop style guides to support standardisation and consistency of procedure content. I review and analyse procedural practices programs. I give advice to leadership teams about how procedural practices can be improved and integrated with governance, improvement, and compliance programs. Read more of my ideas at: Web: Blog:

19. Connect with me Web page: Blog: Email: SESSION 5: READING TO DO Ready to view the next set of slides?

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