06 Jun This is How to Write Effective Procedures

The devil is in the detail … How to use systematic business writing tricks to keep chaos in check.

Written by Jessica Stewart and Daniela Cavalletti

So you’re working to a deadline, have got the words just right, you hit print and … the toner cartridge needs replacing. Or the printer jams. Or it ends up on blue paper. Again!

Maybe there’s an enquiry at the service desk, or something needs filing – crucial, customer-centric operations that need to be right, every time. Trouble is, the staff member responsible is new … and there’s no one to show her.

You might feel you’re living in a cliché but it’s still sadly true: many workplaces will grind to a halt over the smallest things.

Dry but Deadly: Hello Systematic Writing!

There is a way to minimise the potential fallout, though. It’s something that you might already do, or at least think you do. It’s systematising your daily procedures into standard operating procedures.

Yes, it’s dry work, but it will yield efficiencies. Where consistency is key, getting staff to follow through exactly in the right way is crucial. Meeting customer expectations, maintaining standards and quality outputs, and minimising waste are but a few of the benefits you’ll reap.

What Do You Have to Do … Over and Over?

All businesses have tasks and processes they need to execute the same way. Day in, day out. Some will only have a few of these, whereas large, multi-tiered organisations will have many.

Take some time to think about what the necessary tasks are and develop some templates. Remember, this systematic writing is for internal purposes only. You are not trying to persuade and you don’t need colourful language. In fact, the less the better! It may be dry writing, but think of your standard operating procedures as a set of instructions that can (and will) save the day.

A well-written operational procedure will leave no room for ambiguity.

The One System to Rule Them All

The best way to cover each eventuality, is to think about each function and build a suite of documents suited to the function’s complexity. The procedures should work together so don’t repeat everything.

Duplication is the death-knell of good systems.

• First, there may be an overarching policy, a high-level set of expectations.
• Under this, a set of business rules with corporate requirements helps in specific situations.
• At the micro level, the step-by-step procedure will detail exactly what needs to be done, and by whom.

What does this look like in practical application you may ask?

• A new staff member, who needs to respond to a customer, could quickly read the policy and see that ‘all customers presenting at the service desk are to be treated with respect and their complaints heard.’
• She could then scan the business rules, which might include a requirement such as ‘Women accompanied by children should be seen within 10 minutes’, or ‘Offer a glass of water.’
• Finally, she could find step-by-step instructions to ensure that the right information is received and recorded.

From Rookie to Expert Procedure Writer in 7 Easy Steps

Here are the most important points to remember to make your systems of standard operating procedures sing:

#1. What Is the Context?

It is important to know what happens before, and what happens after the task. Every task which has an operational purpose will change something. Find out (it may not be obvious) what are the flow-on effects of each task and be sure to mention them to minimise surprises. In the case above, it may be as simple as emailing the service desk manager after recording her complaint. Follow through.

Systems are about getting from a to b to c, without hitches or holdups. When you’re writing them down, it’s easy if you are following a business process map, such as a Visio diagram – the visual of the written document. It provides you with the context.

If you don’t have a process map or the task is a simple one or two step process, think about a heading ‘Before you begin’, and set the scene. You don’t need to include a detailed background. Think about who you are writing for and what will help them complete the task.

#2. Ask Questions

The people on the ground are the ones with the answers! Be sure to schedule some time to ask questions about how the system actually works. Don’t be afraid to ask the ‘stupid question’. You can be sure that if you don’t understand it, neither will the person required to act on it.

#3. The Task

So, what it is that you need done?

Make sure that this is explicit, in a consistent form. It should be in the title of the document. A good rule is to begin with a verb: Dealing with customers at the service desk, Filing e-receipts, Replacing toner cartridge, Storing merchandise, and so on.

#4. Timelines

A procedure should have at least one timeline. An epic fail, every time, is where you have to scroll up and down, over and sideways to find when these actions are meant to take place. And I’m looking at you, school notes! The only thing the parents want to know when they get it, crumpled up from the bottom of a school bag, is the date that it has to be returned! Only when that’s sorted, do we look for those other pesky details. Make sure you indicate how much time is allocated to each step and any specific deadlines.

If you’ve missed the timeframe, you may need to enact a different procedure: an emergency one!

#5. Who Is Taking the Action?

Who needs to do this? Make this clear at the beginning, and it’s a good idea to use role titles rather than names, even if your organisation is small. Operational documents are not personal.

Use the active voice as much as possible, highlighting who is taking the action: ‘Staff at the service desk will record customer complaints. If the desk is not staffed, the nearest staff member must record the details, as required.’

#6. Steps to Complete

Procedures are important to get right, and using a table form is clearest. The reader can go directly to the information they need without having to scan. Even if it’s a simple task, set out the steps required. This is a good way of checking that there are no gaps and it will work. Make sure each step logically follows from the previous one, and leads into the next.

At the end of the procedure, tell your reader What happens next?

If a step in the task involves specific technology, you can highlight this in the document with an icon or image in your process, as a reminder.

#7. Dates and Updates

Finally, keep your systems current!

Date your documents, give them a version number, and include a business process to review them regularly. You want to make sure that your new staff member is reading the right information.

Don’t let last week’s change become today’s crisis.

Clearly written documents setting out how your business runs will help your staff and your customers. Cavalletti Communications can help you systematise your operations. Find out how, drop us a line.