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New Ideas for Policy and Procedure Delivery

g_stuckeyg_stuckey Posts: 1 ✭✭

First, thanks to all who contribute. I've learned loads over the years. Now to the question.

Where I work, the policies and procedures are archaic, plentiful, and confusing with just way too much paper for people to read and remember. People just do not read them or, if they do, do not remember them or they just plain do not know where they are located and come to me to ask. As the result of a giant change in direction, the company will need new policies, procedures, standards, and guidelines. I'm on a quest to find a better way to write and deliver the new information.

At my disposal, I have RoboHelp, MS Word, Acrobat Pro, and SharePoint. I know RoboHelp has a P&P template that I probably would not use. 

What I want to do is provide users with something on their desktop that does one, some, or all of the following:
  • Provide updates without disruption. (Tech writing has a web server where I do this for a couple of applications.)
  • Provide the entire document in some form.
  • Link to a PDF.
  • Provide a summary with a link to a PDF.
Just so you know, I am not in charge of the P&Ps and I rarely see them. I think it is because I heavily edit the documentation to remove the shalls, many of the wills, and try to make it as active as possible. I have no proof except that I do not see them. I'm fighting an uphill battle and just might lose but that's OK. Regardless of the outcome, I planted some seeds.

Do not limit yourself to just the thinking with the tools I have at hand. I just need ideas. I've been researching and searching with very little luck so I'm turning to the brain trust because that's how I see you. If you all would find it in you to contribute, I would certainly appreciate it.

Ginger Shew-Stuckey


  • I can't speak to the tools—and I know this comes months later than you posted it—but I'll share what I've learned about getting policies and procedures to their audience.

    1. Separate policy from procedure. Policies are rules; procedures are actions. This is important because of #2:
    2. Direct procedures to a particular audience. If different groups enact different aspects of a procedure, give them different SOPs.
    3. Be terse. See https://www.nngroup.com/articles/how-users-read-on-the-web/.

    Best of luck,

    Shelley List
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