Writing Processes and Procedures Using Audience Analysis and the ISO 9000 Document Hierarchy

Proceedings-2000: By Tricia Cunat and Amary Craig; Summary by Maria Christophel (2006)
This article describes the method for writing processes and procedures using as the base a detailed analysis of the audience and the ISO 9000 definition of process vs. procedure. It provides a detailed definition and a comparison between processes and procedures, and provides examples of when using either or both is appropriate. It defines audiences and provides a model matrix for identifying potential audiences in the development of a user manual. In addition, it presents types of formats for delivering processes and procedures to the audience.

Policies and Procedures – Opportunities Await Technical Communicators

Intercom-November 2005; By Raymond E. Urgo; Summary by Maria Christophel (2006)
This article discusses the various opportunities that await technical communicators in the world. It explains the reasons policies and procedures documentation is awakening interest in the business community. It provides a clear hierarchy of talents and skills required to achieve a career in policies and procedures documentation.

Documenting ISO 9001 Compliance

Intercom-Febr /uary 2002; By Kelly A. Parr; Summary by Maria Christophel (2006)
This article provides background information on ISO 9000 and the reasons for complying with ISO 9001 requirements. It lists the five sections of the 9001 requirements and points these requirements as the basis for the audit of the documentation. It advises to purchase a copy of the ISO requirements, before preparing a documentation plan, for becoming familiar with the pyramid structure of the documentation process. It defines the need to establish an empowered employee task force including internal and external auditors. The author stresses the importance of performing detailed gap analysis, organizing the content according to schedules and milestones, writing the content according to the ISO pyramid levels, performing peer reviews, coordinating training prior to the implementation of procedures, and performing the audits for ensuring the quality of the documentation.

Creating a Paradigm Shift In Managers and Professionals Who …

Proceedings-1994; By Verna Richardson; Summary by Maria Christophel (2006)
This article narrates the activities the policies and procedures writer performed to change managers’ and professionals’ view of standards. It explains some of the steps involved in the project initiation phase such as researching, recommending changes, and implementing the project. It relates the methods the writer used for marketing the project and obtaining support such as outlining the benefits to the different groups, explaining the concept of structured writing and becoming a Reader Advocate. The article enumerates the rights of readers in The Richardson Readers’ Bill of Rights. Lastly, the article relates the benefit of cross-functional teams, which were created by the acceptance to the project and the adoption of the new standards by staff, managers and professionals of the entire organization.

Marketable Skills for the Policies and Procedures Professional

Proceedings-1995; By Raymond E. Urgo; Summary by Maria Christophel (2006)
This article provides a brief insight in the various skills that are required from Policies and Procedures writers. The article states that technology advancements and work force reduction require writers to acquire or become stronger in their marketing, managerial, analytical, instructional, communication, and people skills.

Developing ISO 9000 Procedures

Proceedings-1996; By Ralph E. Robinson; Summary by Maria Christophel (2006)
This article discusses document and data control issues as the common causes of registration failure with ISO. It presents the reasons why companies need to comply with ISO requirements, and the ISO 9000 Quality System Concept. It explains the documentation structure, the main goal of documentation, its effect on the registration process, and the control requirements for documentation. The article also presents these ISO standards as career opportunities for raising the profile of technical writers within the organization.

Policy and Procedure Communication and the Lone Writer

Proceedings-2002; By Susan Mason, Rich Maggiani, Julia Margulies, and Ralph E. Robinson; Summary by Maria Christophel (2006)
This article positions the Lone Writer as an important instrument in the various phases of the documentation and communication of policies and procedures. The four authors of the article provide insight in four topics: the tools for promoting and selling to a company the need for P&P documentation; recommendations for ways of extracting information from subject matter experts; techniques for establishing standards such as obtaining management/staff support and keeping in touch with user groups; and the effects of international standards in the development of P&P documentation.