How to Write a Procedure

Writing procedures can feel like trying to explain the steps of a board game that only you know how to play. You want to make sure everyone understands the rules, but you don't want to bore them to tears. So, how do you strike that perfect balance? Let's break it down into manageable chunks and figure out how to write procedures that are both clear and engaging.

Understand the Purpose of Procedures

Procedures are the instruction manuals of organizations. They tell us how to perform tasks correctly and efficiently. Think of them like a GPS for your job. They guide you from point A to point B without detours into confusion or chaos. But remember, a good GPS doesn't just get you there; it gets you there smoothly and without stress.

Why Procedures Matter

• Consistency: Procedures ensure that everyone is on the same page, doing things the same way. This consistency is crucial for quality control and maintaining standards.
• Training: New employees can hit the ground running if they have clear procedures to follow. It's like giving them a roadmap instead of just pointing them in a vague direction.
• Efficiency: When everyone knows what to do and how to do it, tasks get done faster and with fewer mistakes.
• Compliance: In many industries, following specific procedures is not just a good idea—it's a legal requirement. Procedures help ensure compliance with industry regulations.

The Basics of Writing a Procedure

Before you start writing, get clear on what you're trying to achieve. Are you outlining a process for onboarding new hires? Maybe you're explaining how to file a monthly report or handle a customer complaint. Knowing your endgame will shape your entire approach.

Here's a quick checklist to keep in mind:

• Audience: Who will be reading this procedure? Tailor your language and detail to your audience's knowledge level.
• Scope: What tasks or processes will the procedure cover? Be specific.
• Tools and Resources: What will the reader need to complete the procedure? List any necessary materials or software.
• Outcome: What should the reader be able to do after following the procedure?

Gathering Information

Before putting pen to paper—or fingers to keyboard—collect all the information you'll need. This step is like gathering ingredients before cooking a meal. Here's how to get started:

Identify Subject Matter Experts

Find the go-to people who know the process inside out. These are your subject matter experts (SMEs), and they'll be invaluable. Schedule a time to chat with them and ask them to walk you through the process step by step.

Document Everything

As your SMEs explain the process, take notes. Record the conversation if you can (and if they're okay with it). Pay attention to:

• Steps and Sub-Steps: Break it down into bite-sized pieces. If a task has multiple parts, list them all.
• Decision Points: Note any areas where the reader will need to make a choice.
• Common Mistakes: Ask your SMEs about common pitfalls and how to avoid them.
• Exceptions: Identify scenarios when the usual process might change.

Observe the Process

If possible, watch the process in action. Seeing the steps unfold can provide insights that aren't obvious in a conversation.

Structuring Your Procedure

Once you've gathered your information, it's time to organize it. Think of this stage as the framework of your house. A solid structure will hold up everything you build on top of it.

Use a Clear Format

Choose a format that will be easy for your audience to follow. A step-by-step format is often best. Here's a simple template to consider:

1. Title: Make it descriptive so the reader knows exactly what the procedure covers.
2. Purpose: A brief explanation of why this procedure exists.
3. Scope: What the procedure includes and excludes.
4. Responsibilities: Who is responsible for each part of the process?
5. Definitions: Define any jargon or industry-specific terms.
6. Materials/Tools Needed: List everything required to complete the procedure.
7. Steps: Number each step and keep them in logical order.
8. Notes and Cautions: Highlight any important information or warnings.
9. Appendices: Include any additional information, like diagrams or flowcharts.

Example: Procedure Format

Here's a quick example of how a procedure might look for "Filing a Customer Complaint."

**Title:** Filing a Customer Complaint

**Purpose:** To ensure customer complaints are handled quickly and efficiently.

**Scope:** This procedure covers all customer complaints received through phone, email, or in-person.

**Responsibilities:** 
- Customer Service Rep: Record complaint details.
- Supervisor: Review and follow up on complaints.

**Definitions:**
- Complaint: Any expression of dissatisfaction from a customer.

**Materials/Tools Needed:**
- Customer Complaint Form
- Access to CRM system

**Steps:**
1. Greet the customer and listen to their complaint.
2. Complete the Customer Complaint Form with all relevant details.
3. Log the complaint in the CRM system.
4. Notify the supervisor for further action.

**Notes and Cautions:**
- Always remain calm and professional.
- Do not promise any resolution on the spot.

**Appendices:**
- Customer Complaint Form Template
- CRM System User Guide

Writing the Steps

Now it's time to flesh out your procedure with detailed steps. This is where you show your reader how to get from point A to B without taking any wrong turns.

Keep It Simple

Use plain language and short sentences. Avoid jargon unless it's universally understood by your audience. For instance, "Upload the document to the server" is clearer than "Facilitate the digital conveyance of the document to the internal server."

Be Specific

Vague instructions lead to confusion. Instead of saying "Check the machine," specify what to check and how. For example, "Check the machine for paper jams by opening the side panel" is much clearer.

Use Sequential Order

List steps in the order they should be completed. Number them to make it easy for readers to follow along. If a step has sub-steps, use bullet points to break it down further.

Example: Writing Clear Steps

Here's what clear steps might look like for "Setting Up a New Employee Workstation."

1. Unpack all components from the workstation box.
2. Assemble the desk according to the manufacturer's instructions.
3. Place the computer monitor on the desk and connect it to the central processing unit (CPU).
   - Use the HDMI cable provided.
   - Ensure the power cable is securely connected to the outlet.
4. Connect the keyboard and mouse via USB ports on the CPU.
5. Turn on the computer and follow the on-screen instructions to complete the setup.

Adding Visuals

Sometimes words alone aren't enough. Visual aids can clarify complex steps and make your procedure more engaging.

Types of Visuals

• Diagrams: Great for showing how components fit together.
• Flowcharts: Useful for illustrating decision points and processes.
• Screenshots: Perfect for showing software steps.
• Photos: Ideal for showing physical setups or completed tasks.

When to Use Visuals

Incorporate visuals when they add value or clarity. If a picture can replace a long paragraph of explanation, use it. Always make sure your visuals are clear and appropriately labeled.

Example: Adding a Visual

Imagine you're writing a procedure on "Installing Software Updates." A simple screenshot can show users exactly where to click.

1. Open the "Settings" application on your computer.
2. Navigate to "Update & Security."
3. Click "Check for Updates."
   - ![Update Screenshot](https://example.com/update-screenshot.png)
4. Follow the on-screen instructions to complete the installation.

Reviewing and Testing

Even the best procedures need a test run. A little like taste-testing a recipe before serving it to guests. Here's how to make sure your procedure hits the mark.

Peer Review

Ask a colleague who wasn't involved in writing the procedure to review it. Fresh eyes can spot unclear steps or missing details.

Test the Procedure

Have someone unfamiliar with the process use your procedure to complete the task. Watch them as they follow the steps. Do they get stuck anywhere? Do they have questions? Use this feedback to make improvements.

Revise and Refine

Based on your peer review and testing, make the necessary changes. This might mean adding more detail, clarifying steps, or simplifying language.

Keeping Procedures Updated

Once your procedure is live, your job isn't over. Procedures should evolve as processes change. Think of them like living documents that need regular check-ups.

Schedule Regular Reviews

Set a reminder to review procedures at least annually. This ensures they stay relevant and accurate. If you work in a fast-paced industry, you might need to review them more frequently.

Encourage Feedback

Invite feedback from those who use the procedures. They can provide valuable insights into what works and what doesn't. Make it easy for them to submit suggestions.

Update as Necessary

When processes change, update your procedures promptly. Outdated procedures can lead to mistakes and inefficiencies.

Final Thoughts

Writing procedures doesn't have to be a chore. With a little planning and creativity, you can create procedures that are not only clear and effective but also engaging to read. And if you ever find yourself stuck, Spell is here to help. With tools to streamline document creation and editing, Spell makes it easy to write your procedures in seconds, saving you time and helping you get more done.