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Subject:Re: Users writing their own procedures From:Susan W. Gallagher <sgallagher5 -at- cox -dot- net> To:"Eileen Neumann" <eileenn -at- the-wire -dot- com>,"TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com> Date:Tue, 20 Jan 2004 14:19:35 -0500
On the upside - obviously somebody knows how busy you are...
<g>
A couple of suggestions...
First, don't place a lot of emphasis on tools. It's more
important that the procedure writer feel comfortable. A
template is a good idea, but don't let it become the focal
point of the project. Cleaning up the formatting will be
just as much a part of your job as cleaning up the grammar
and removing the numbers from steps that are not steps. <g>
Second, never ever *ever* hand a non-professional-writer a
blank piece of paper. Sit with whoever will be doing the
writing and bang out a high-level outline. Let them know
what kind of information is expected (and what does not need
to be written). Without an outline, there's no telling what
you'll get. If you can provide a sample, so much the better.
Third, make sure that you or someone less senior than the
SME who is doing the writing takes the time to test each
procedure. The more experienced someone is at performing a
task, the more they're inclined to leave out.
And last, don't expect the output to be perfect and don't
nit-pick to the writer. Just fix the stuff without comment.
Don't try to be a writing teacher unless the writer asks for
some pointers.
> I maintain an employee intranet that holds banking procedures. Another
> division has decided that they need their procedures to go online as well.
> As my department doesn't have the resources to start documenting these
> other procedures from scratch, the powers that be have decided to have an
> experienced user document the procedures and have me fix them up
> afterwards.
>
> I'm a little miffed at the idea that of course 'anyone' can write down
> procedures if they know them. However, I also think this might work and
> save us some time. I'm thinking of giving the individual a template and
> have them write in FrontPage. They won't know html, but front page is
> pretty easy, seems to me.
>
> Anyone have any experience with this type of situation? Thoughts or tips?
