Chapter 1 Summary - Effective Policies & Procedures

by Mary Dobbins (Team 1)

Policies and procedures are essential to businesses and organizations. In very basic terms, they define "the rules" of the company. Policies tend to be written or even just inferred at a higher level, giving workers a sense of the direction of the company while procedures are more of the action steps, the "here is how to do it" directions.

Chapter 1 discusses the inherent ambiguity that exists in writing policy statements and procedures but emphasizes its necessity since not everything can be quantified or written down. Campbell suggests evaluating carefully what policies and procedures need to be written and letting certain triggers such as complaints, frequent questions, misunderstandings, etc., be your guide to adding new policies and procedures. Knowing how specific and detailed to be when writing policies and procedures is also important. Campbell says the audience should be your guide as to how much information they will need in order to understand and perform the tasks correctly, taking into consideration their level of training and receptiveness to the change.

Lastly, the differences between the use of a manual vs. a handbook are highlighted. These terms in general mean the same thing; however, one distinct difference is that a manual is more limited in its distribution while a handbook can be distributed more broadly. This can have some legal implications as the text points out.

With regard to our Topic: Handbook for online courses at MSU, I think an important element would be to include available resources for questions not covered in the handbook. In my own experiences I have found that handbooks can be helpful, but as Chapter 1 clearly indicates, not everything can be written down so resources can be a very necessary part of documentation, especially for online users.

Barker Chap 1 Summary

Barker Chap 1

Understanding Task Orientation

Team 2: Hilary Warren and Robin Ender

Summary

Chapter Goals

1. Encourage user to become more proficient with the programs.
2. Application of the program in the workplace – become more efficient at using programs for problems in the workplace.
3. Creating a manual that adapts the software to the users job instead of having the user adapt to the software.

All software documentation should explain and show the connections between the users' professional work and the computer program.
This can be accomplished by scenarios, examples, and page layout.

Guidelines:

Nine techniques assist in creating a manual or help system that helps users solve complex tasks and see the relation between the new program and their workplace.

Emphasize problem solving
In order for a manual or help system to be user friendly, it should help users to solve problems in their workplace.

Provide task-oriented organization
The manual should be organized to give sequential tasks.

Encourage user control of information
The user should be able to determine what the program will do for them.

Orient pages semantically
Balance text and graphics on a page so that they compliment each other.

Facilitate both routine and complex tasks
Routine repeatable tasks would require a step by step process in a manual. But complex tasks are more dependent on knowledge and experience, the manual needs to help these users with the application of the software to complete complex tasks.

Design for users
The user needs should drive the organization of the manual.

Facilitate communication tasks
Software programs are the tools (means) for user communicatin about their work in the workplace.

Encourage user communities
The encouragement and identification of user communication to seek help from others.

Support cognitive processing
People use mental models called cognitive schema, this helps the users learn and process new information.

Different Documentation for Different Users

Typically, users first learn how to use software in their everyday work. Users may then begin to use the software on a daily basis. Advanced users will only need to turn to the manual to look for specific information.
To assist each type of user, there must be different types of documentation.

Three types of documentation exist:

Tutorial Documentation
Teaches basic functions and features of a program so the user can start using the program for common workplace tasks. Examples of this type of documentation include getting started guides, and online tutorials. Focuses on basic actions.
Procedural Documentation
Guides the user in everyday use of the program. Examples of this type of documentation include users guides and step-by-step procedures. Focuses on operations based on everyday work.

Reference Documentation
Supplies information about the program, typically for advanced users. Examples of this type of documentation include alphabetical listings of program features, lists of examples, and troubleshooting data. Focuses on the program.

Principles of Software Documentation

A definition of task orientation
The book uses the term task orientation to indicate the writer’s purpose.

Theory behind Task Orientation

Default Manual- helps the user to learn the function but not necessarily how to apply the knowledge toward the users job.

Default users share some characteristics that rely heavily on the users perception of themselves, their skills, and how they fit in at work.

1. Computers now perform functions that the user performed in the past causing the user to see their job skills as not important.
2. Users begin to feel isolated from other social groups due to computer use. The need to interact face to face with the other social groups decline with the increased use of email and software programs that are shared in a drive for all to see.
3. Users feel their Supervisors can now micro-manage them from remote places, they no longer need to be face to face with the user in their office.
4. The user feels overwhelmed with information and do not have any direction as to which to apply first.

The Task Oriented User Characteristics

1. The task oriented user feels more challenged to use their skills and with the use of software can engage in complex tasks.
2. Conceptually oriented
3. Awareness of their user group will help the user avoid the feelings of isolation as they interact within their user group.
4. Information Rich

The Forms of Software Documentation
1. Tutorial Documentation – this type of documentation is intended to teach the user the basic functions of the program so they can then apply this knowledge to their tasks at work.
2. Procedural Documentation – This documentation is a more step by step guide to help the user through their everyday tasks.
3. Reference Documentation – This documentation is for the advanced user that

Processes of Software Documentation

Planning Stages
Interviews and focus groups are conducted to discover user's actions, needs, and retraints.

Development Stages
User reviews, lab tests, and field tests are conducted to determine

Evaluation Stages
User field evaluations and usage reports are conducted to find value possible writing changes.

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