In any organisation, policies and procedures are the backbone of operational consistency, quality, and compliance. However, their effectiveness hinges on how well they are written and communicated.
Drawing inspiration from a framework for high-quality technical documentation, we can establish robust quality controls and assurance for these critical documents. This framework, originally developed by Gretchen Hargis and her IBM colleagues in the book “Developing Quality Technical Information: A Handbook for Writers and Editors,” outlines nine essential characteristics: accuracy, clarity, completeness, concreteness, organisation, retrievability, style, task orientation, and visual effectiveness.
Let’s explore each of these characteristics in the context of policies and procedures, providing a roadmap for creating documentation that is not only compliant but also genuinely useful.
The nine pillars of high-quality policies and procedures
Effective policies and procedures guide employee behaviour, ensure consistent outcomes, and mitigate risk. By applying the following nine principles, organisations can significantly enhance the quality and impact of their internal documentation.
1. Accuracy
The cornerstone of any reliable document is its accuracy. For policies and procedures, this means ensuring that all information is factually correct, up-to-date, and reflects the current operational reality. Inaccurate procedures can lead to non-compliance, safety hazards, and costly errors. Regular reviews and updates by subject matter experts are crucial to maintaining accuracy, especially when processes or regulations change.
2. Clarity
Policies and procedures must be easily understood by their intended audience. Ambiguous language, jargon, and convoluted sentences can create confusion and lead to inconsistent application. Clarity is achieved by using plain language, defining acronyms, and presenting information in a straightforward manner. The goal is to leave no room for misinterpretation.
3. Completeness
A policy or procedure is complete when it provides all the necessary information for the user to perform a task correctly and understand the context around it. This means including more than the “how”.
For example, a procedure should detail the required steps, identify the responsible roles, and specify any prerequisites or subsequent actions. Related to this is the scope of the policy or procedure – is it too narrow? Is it too broad?
4. Concreteness
Abstract statements can be difficult to apply in real-world situations. Concrete language, on the other hand, uses specific and tangible terms. For policies and procedures, this means avoiding vague generalisations and providing specific examples, criteria, and standards. For instance, instead of stating “handle customer complaints promptly,” a concrete procedure might define “promptly” (for example:”within 24 hours”) and outline the specific steps for handling a complaint.
5. Organisation
A logical and consistent structure is essential for navigating and understanding complex information. Policies and procedures should be organised in a way that makes sense to the user. This could involve grouping related documents, using a standardised template, and presenting information in a hierarchical manner (for example: policy, followed by related procedures and work instructions).
6. Retrievability
Even the most well-written document is useless if it cannot be found when needed. Policies and procedures must be easily accessible to all employees. Clear and consistent naming conventions and metadata also play a significant role in making information retrievable.
7. Style
The style of a document refers to its overall tone and manner of expression. For policies and procedures, the style should be professional, direct, and consistent with the organisation’s culture. A consistent style across all documentation helps to build familiarity and trust with the content. This includes consistent terminology, tone, and voice.
8. Task orientation
Policies and procedures should be written from the user’s perspective, focusing on the tasks they need to perform. A task-oriented approach breaks down complex processes into a series of clear, actionable steps. This contrasts with a system-oriented approach that describes the features of a system rather than how to use it to accomplish a goal.
9. Visual effectiveness
The visual presentation of information can greatly impact its readability and comprehension. Well-designed documents use formatting elements like headings, bullet points, white space, and diagrams to break up text and highlight key information. For complex procedures, flowcharts and other visual aids can be more effective than purely narrative descriptions.
How Cherryleaf’s technical writers can help
Ensuring your policies and procedures consistently meet these nine quality characteristics can be a significant challenge, especially for organisations without dedicated technical writing resources. This is where the expertise of Cherryleaf’s technical writers can be invaluable.
Cherryleaf specialises in writing and updating policies and procedures, ensuring they are clear, concise, and easy for staff to understand and implement. Our team of experts can help you resolve quality issues across all nine characteristics:
- Accuracy and completeness
- Cherryleaf’s writers work closely with your subject matter experts to capture all necessary information and ensure its technical accuracy.
- Clarity, concreteness, and style
- We are skilled in translating complex information into plain language, using concrete examples, and establishing a consistent and professional style tailored to your organisation.
- Task orientation
- By focusing on the end-user, Cherryleaf’s writers create task-oriented procedures that guide employees through processes step-by-step.
- Organisation and retrievability
- We can help you structure your documentation logically and advise on best practices for making it easily searchable and accessible.
- Visual effectiveness
- Cherryleaf’s team can design visually appealing and effective document templates, incorporating elements that enhance readability and comprehension.
By partnering with Cherryleaf, you can be confident that your policies and procedures will not only meet compliance requirements but will also serve as effective tools for driving consistency, efficiency, and quality within your organisation. We also offer training courses to equip your team with the skills to write effective policies and procedures.
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