Chapter 19 Manuals

1. Chapter 19Manuals

2. Manuals • Are documents that provide reference information to help readers solve a specific workplace or external problem • Range in length and detail • Are updated frequently

3. Policy Manuals • Inform employees about information crucial to their employment • Describe company policies and explain the approaches and goals of an organization • Help employees act according to policy • Provide a resource to help when conflicts or questions arise

4. Procedures Manuals • Tell readers how to perform a task, or, in some cases, how policies are enacted and enforced • Might direct readers through a bureaucratic problem such as the process for filing for worker’s compensation • May be referred to as standard operating procedures (SOP) or a handbook of operating procedures (HOP)

5. Operations Manuals • Explain procedures for day-to-day operations within an organization or company • Detail the steps required to complete processes so that readers can easily solve problems • Are often closely linked with policy manuals

6. Operator’s Manuals • Are detailed “how-to” guides that assist readers in successfully operating equipment • Are generally written for operators already familiar with the equipment • Are often specialized by a particular company for particular equipment

7. Owner’s or User’s Manuals • Contain elements of several manuals, including instructions, maintenance, and operations • Are designed for both expert and lay audiences • Have a wider focus, providing information for solving many kinds of external problems

8. Service andMaintenance Manuals • Often relate directly to operator’s manuals • Provide information about care and repair of equipment • Often have operators in mind as the audience • Serve as detailed troubleshooting guides

9. Training Manuals • Prepare readers to perform some kind of task, follow some kind of procedure, or operate some kind of equipment • Equip readers to solve problems themselves • Are frequently in the form of training videos and video tutorials

10. Field Manuals • Are generally used when someone is away from the office or base of operations • Must include as concisely as possible all information a reader needs to solve problems • Increasingly come in an electronic format that can be downloaded in the field

11. Lab Manuals • Instruct laboratory users how to operate specific lab equipment • Provide protocols for working in the laboratory • May cover single or multiple pieces of equipment • Specify guidelines for both operations and safety

12. Manual Standards • Manuals are written differently depending on: • Purpose • Intended audience • Discipline-specific standards • Company and organization standards • Standardization creates efficiency, while preventing inconsistency between manuals • But, since each situation is different, rhetorical problem-solving is key

13. General Guidelines for Manuals • Consider users first when writing manuals • Understand its function and purpose • Develop outlines and overviews before writing • Understand information sources

14. General Guidelines for Manuals • Agree on divisions of labor between writers • Consider the format and design • Test manual usability • Plan for revision and updates

15. Manual Organization • Use organizational patterns similar to those of instruction manuals • Decide which sections are most efficient for the type of manual and the problems addressed

16. Front Matter • Cover: title and visual, including date and byline • Scope: a statement of what the manual cover • Introduction of the manual’s purpose • Definitions of specific terminology • Alerts and special considerations • Equipment and tools list • Parts list

17. Body • Includes the steps that guide readers through the problem, product, process, procedure, or policy • Might simply be a list of policies that the manual conveys to readers

18. Conclusion & End Matter • Troubleshooting • Maintenance information (unless the entire manual is a maintenance manual) • Additional alerts • Index

19. Index • Helps readers locate specific information within a manual • Generally lists words and concepts alphabetically • May list headings and subheadings under which information can be found • Cross-references words that might be used synonymously with other words in the index

20. Single Sourcing • Allows writers to produce many different documents from a single source of information • Addresses the challenge of making all related documents accurate and accessible to others • Saves time and money • Solves rhetorical problems by providing more efficient ways to disseminate information

21. Manuals as Marketingand Public Relations • Because a manual is often the only contact a reader has with the company that produced it, it can produce confidence: • In the reader's ability to complete the task outlined • In the company that produced the manual • In the product or service addressed • Similarly, effective internal manuals can boost employee confidence

22. Ethical Manuals • Consider safety • Consider functionality • Consider accurate information • Consider tested processes • Consider up-to-date policies • Consider hazards even with proper use • Consider troubleshooting • Consider liability

23. Transnational Manuals • Writing for transnational audiences requires both consistency in delivering core information and attention to localization. • Consider: • Translation accuracy • Local legal and educational standards • Design patterns • Appropriate visuals • Technological access and literacy