Professional communication the corporate insider s approach
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Professional Communication: The Corporate Insider’s Approach. Chapter Fourteen Procedures: Doing the Work of Business. Procedures: A Definition. Comprise a set of sequential operations or steps that complete a single process

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Professional communication the corporate insider s approach

Professional Communication: The Corporate Insider’s Approach

Chapter Fourteen

Procedures: Doing the Work of Business


Procedures a definition

Procedures: A Definition

  • Comprise a set of sequential operations or steps that complete a single process

  • Solve a specific problem that always presents itself in the same way

  • Need to be done in only one way

  • Produce the same result each time

  • Limit introduction of theoretical or explanatory information

  • Focus on use


Measuring performance

Measuring Performance

  • Did we faithfully relate the technical information?

  • Did we relate that information in a manner that allowed the user successfully and efficiently to negotiate the terrain of the task at hand?


Problems with procedures

Organization

Presentation

Terminology

Internal consistency

Numeric information

Salience

Comprehensibility

Technical demands

Level of detail

Graphs and tables

Navigation

Problems with Procedures


Procedure types

Procedure Types

  • Technical procedures—focus on physical operation and maintenance of equipment and systems

  • Response procedures—explain how to react when systems go bad

  • Management control procedures—provide for the coordination, interactions, and communications that bind business operations together


Understanding the terrain

Understanding the Terrain

To get a complete picture of the territory for your procedure, you need to assess

  • Management philosophy

  • Business circumstance

  • Corporate strategy


Next steps

Next Steps

Assess your procedure using this criteria:

  • A bit of judgment—determine whether a procedure is needed

  • Negotiation—explain your reasons and method in a way that is respectful to needs and expectations

  • Usability—determine whether procedures are accurate, complete, and comprehensible


Basic procedure development process

Basic Procedure Development Process

  • Define the territory

  • Design the process

  • Determine the usability

  • Document the thinking


Ten defining questions

Ten Defining Questions

  • What requirements are to be met?

  • What expectations are to be met?

  • What materials, equipment, and facilities are to be used?

  • What tasks are to be accomplished?

  • Why must the tasks be accomplished?


Ten defining questions1

Ten Defining Questions

  • Who, other than the user, must be involved?

  • When are the tasks to be accomplished?

  • Where are the tasks to be accomplished?

  • How are the tasks to be performed?

  • How is completion to be confirmed?


Design the process

Design the Process

  • Get a measure of the whole

  • Partition the activity to the task level

  • Develop the step level

  • Assess the qualifying conditions

  • Synthesize the elements of the process


Usability factors

Terminology

Technical demand

Comprehensibility

Graphs and tables

Organization

Internal consistency

Level of detail

Navigation

Salience

Presentation style

Usability Factors


Procedures the lessons

Procedures—The Lessons

To prepare procedures effectively, you must recognize numerous factors influencing substance and design:

  • Management philosophy

  • Business circumstances

  • Corporate strategies

  • Range of potential users


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