Chapter 5 Is There a Certain Format I Should Use?
Team 2 Ender/Warren
Format and Audience
The format is determined by your audience and what information you are presenting. Some formats work better with certain audiences. For example, flowcharts work great for engineers and other types that have a technical background. At the same time, the visual elements of a flowchart may be overwhelming to a person in a technical field. People react better to formats they are familiar with. Many times, new formats are confusing and can take adjustment.
Format and Material
The content that you are sharing in the document narrows the format options that you should use, for example: Safety documents need absolute clarity, easy comprehension and immediacy. In this type of situation, an outline format or flowchart that contains arrows would offer more clarity and ease access for the user.
For Procedures that are very detailed and precise – flowcharts work great. As the writer, you need to analyze the content and decide which type of format works best.
Narrative formats usually work better for policy statements and general information.
Format and Management
You need management on board with your choice of format – explain why this will work best for your document. Always keep the reader in mind.
Deciding on Page Layout
Whatever format you choose, certain elements must be consistent in the page layout. The user must be able to find the title, document number, effective date, and revision, all found in the header/footer depending on your company’s document style.
Purpose, scope, background, or required equipment, are part of the page layout as well – this information is usually found at the top of the document preceding the actual procedure itself. These sections are usually written in narrative paragraph format.
Most companies standardize other information on each of their documents, this facilitates a consistent document and the user will find all information with ease. The main objective is to keep the document simple so reader can find the information they need.
Choosing Among Format Options
Once the page layout has been decided, then you can choose the format for the main text. The important thing is to be consistent; clarity helps the user so that they are not confused.
There are several Primary formats to choose from:
• Narrative – standard sentence paragraph
• Outline – separated into sections and subsections
• Playscript – formatted by actions and responsibilities
• Flowchart – a diagram or process
These formats can be used alone or in conjunction with other formats and they are the basis of the document.
There are several Secondary formats to choose from:
• Questions and Answers – narrative or table format
• Troubleshooting – help sections/reference sections
• Matrix table – variable placed in the header/one variable placed in the stub (to the left)
• Lists – short lines, the eye loves these shorter line lengths
Combining Formats
Minimize the confusion in documents and only combine formats that are necessary in a policy and procedure. If used correctly, certain combinations of format can be very effective.
Experiments and Hybrids
These formats should not be considered sacrosanct, any and all of these formats can be changed to fit your needs. Experiment with them to see which ones work best for your audience’s needs.
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10 comments:
I agree with most of this chapter, but one thing I can't necessarily agree with is using flowcharts for very detailed procedures. Using a flowchart as a high level snapshot of a procedure or perhaps a decision tree is fine, but actually getting detailed procedures into a flowchart is difficult. I suppose using hyperlinks to specific procedures for steps on the flowchart would get around this.
Before I read this chapter, I figured my project for work was a cut and dried deal. Now I'm understanding that even though my project isn't a complex one, I can make it better using the ideas for page layouts such as the primary and secondary formats. I also assumed that since I would most likely be a staff member responsible for the process, I had all the audience information I needed. Wrong! As I was reading and thinking about my work group, I now know I wasn't taking their learning styles and preferences into enough consideration. I also thought the format would need to be consistent with other department procedure layouts but I now think I can adhere to the standards but make them better for this particular project. At least that's my goal! I found the Tools and Resources section very helpful in explaining and demonstrating what the different formats are and the best ways to use them. This chapter has helped my thought process to begin this project. It seems clearer now.
I think that figuring out what format to use is a very important decision. I think using the right format can eliminate a lot of work if you choose correctly. I have found that flowcharts work nicely but as Mary said it is hard to get very detail oriented steps included in a flowchart. I think it is very useful to document as many details as possible in order to ensure that the right steps are taken in order to come to the correct final end product. I also think documenting details is important in order to be able to replicate the process in the future.
Formatting all depends on audience and subject, that is true. This chapter speaks to that and I also like the lists of the different kinds of formats a writer can use depending on subject and audience. For example, it is better to use a diagram with playscript for safety procedures, but better to use narrative and flow chart for technical procedures for Engineers. Flow charts are tricky, I agree, but if used correctly along with narrative it can be an effective visual tool at the workplace.
I loved this chapter because of the straight-forward approach it gave explaining the different types of formats and where they are best used. Good examples at the end of the chapter. I would have liked to see examples of footers, but I suppose the header information could just as easily be placed in a footer.
I was surprised about using a Q & A format as I had been considering that as an adjunct to the procedure document. I like the idea of integrating the different formats. If they are done correctly, the document can speak to different audience levels of understanding and comprehension.
Expanding on other posts regarding flowcharts, might I add that I cannot stand flowcharts. I think they are confusing. All those arrows pointing to different directions depending on the yes or no answer just seems ridiculous. I apologize to all you flowchart fans out there. Lee, don't go assigning a flowchart assignment, okay? I'll flunk that one for sure!
I know I am not required to blog since my team summarized the chapter but.... I can't help but agree with Kathy on flowcharts. I absolutely loathe them. We use Microsoft Visio to create them, which means you can't view them or edit them without the software. These production supervisors try and cram a 6-8 page procedure into a one page flowchart, you want to talk about arrows and following the path...crazy. The poor operator on the manufacturing floor, I am sure they take one look and cuss. And Management wonders why employees hate to train.
I know I am not required to blog since my team summarized the chapter but.... I can't help but agree with Kathy on flowcharts. I absolutely loathe them. We use Microsoft Visio to create them, which means you can't view them or edit them without the software. These production supervisors try and cram a 6-8 page procedure into a one page flowchart, you want to talk about arrows and following the path...crazy. The poor operator on the manufacturing floor, I am sure they take one look and cuss. And Management wonders why employees hate to train.
Thank you, Robin! I thought I was the only one that find flow charts confusing. I agree--too much stuff tends to get crammed onto one page. It is almost like trying to figure out a paper version of Rubik's Cube!
I agree with all the flowchart talk too! I think they work best as a simple visual for simple processes, but once they become complex they are hard to understand and can confuse the reader rather than help them. I like to use flowcharts to depict simple processes and sequences. This chapter really emphasized the same ideas that the Barker chapter emphasized--consistency and keeping the audience in mind through every stage of documentation. Formats are key to understanding the information on a page and keeping consistency in a document. I think a company should have clear formats and templates in mind when writing documents and supportive material because it makes everything seem cohesive. At our store, we always use yellow for clearance signs and this is something that all the salespeople are used to. One time, we printed some "special price" signs on yellow paper and everybody assumed that it meant clearance because that is what yellow has always meant. This is kind of a simple example of consistency, but it just goes to show what happens if these details aren't clear enough. The right format can make a difference in readers' comprehension.
The biggest problem I've had with flow charts is if you don't already have them planned out in advance, you're going to waste a lot of time in making them. Most programs that enable you to make flow charts have trouble understanding that you want changes made, and a lot of times if you messed up in a previous segment, you'll be best served to delete the entire thing and start again.
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