Proceedings-1998; By Michael Hughes and Loren Burke; Summary by Maria Christophel (2006) This article introduces characteristics of procedures that produce a mismatch when compared to characteristics of users’ needs and expectations. It explains the principles of user interaction with written documentation and elaborates in detail on the emerging non-relevance of step-by-step- procedures as written today.
Intercom-November 2005; By Geoffrey J. S. Hart; Summary by Maria Christophel (2006) This article states that policies and procedures goals found in dusty old binders were created to enshrine best practices or to evaluate employees. The author explains that these policies and procedures would not be valuable unless they are effective in supporting the employees to achieve the goals of the organization. The author supports best practices, consistency, training, and compliance as goals for writing policies and procedures; but in addition, the author explains the reasons why policies and procedures must react immediately to business changes, thus arising the need to create living policies and procedures.
Intercom-November 2005; By Sheila C. Jones; Summary by Maria Christophel (2006) This article narrates the story of a tragic accident that could have been prevented if policies and procedures could have been properly communicated to the workers. It also asks P&P writers to take responsibility for adding value to the document by going beyond the job that is requested.