Overview

Anyone who doubts the importance of instructions has never attempted to use them. Quality instructions are indispensable whether in business or for the consumer. Poorly written instructions can leave the company, and the writer, facing legal liability.

In many cases, instructions also indirectly determine policy. To establish standardized procedures across an entire company, policies and procedures have to be set down, even for as simple a thing as saving documents in certain places in a consistent manner or backing up files. On the other hand, policies can be more complex, like the correct handling of hazardous chemicals according to OSHA procedures. Instructions can also cover company policies concerning the shredding of documents, which types of documents are kept, and which are shredded or deleted.

Instructions take the user through a sequence of steps to the final product. The writer of instructions needs to know the procedure he or she is writing about, as well as the places where one could make a mistake, a wrong turn, a misinterpretation. For example, in the popular series of yellow 'For Dummies' books, a consistent set of icons are used, with tips and warnings in places where the user could make a mistake. Anticipation of mistakes is crucial. The writer needs to think like the stereotypical na•ve user and write in clear, simple prose the reader can follow.

In analyzing processes, the writer needs to take users through the parts or principles of a process, analyzing each to explain why it happens. This chapter gives basics needed to write sensitive and thorough instructions.