To: Nancy Myers

From: Russell Price

Date: May 6th, 2020
Subject: APLED 121- Assignment #7 - Chapter 8 Summary
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CHAPTER 8

INSTRUCTIONS, USER MANUALS, AND STANDARD OPERATING PROCEDURE

Why Write Instructions?-Manufactures of nearly every product imaginable provide instructions to guide
customers in the use and features of that product.
Criteria for Writing Instructions

• Audience Recognition-Understand the audience your instructions are likely to be used by and
write accordingly. High tech readers will need very different instructions than lay readers.
• Ethical Instructions-Write instructions within the legalities of professional communication and
cite any sources used to avoid plagiarism.
✓ Legalities in User Manuals-Corporate employees have a duty to avoid issues of
liability for their employee as well as clearly identify potentials for harm to
customers.
✓ Practicalities in User Manuals-Keeping manuals up to date ensures avoiding
unnecessary issues of customer dissatisfaction due to incorrect information.
• Components of Instructions-Instructional material can vary greatly in its content, but typically
will consist of the following components.
o Title Page-This is an introduction do the instructions to follow and will consist of the
topic discussed, purpose of the instructions, and a graphic depicting the product.
o Safety Requirements-Warnings about potential hazards should be outlined, most
specifically before any dangerous steps are to be completed. This helps to both protect
customers and avoid lawsuits.
✓ Access-Make the warnings obvious with large bold text and graphics.
✓ Definitions-Use the standard definitions for peril outlined by the four regulating
bodies as your guide.
▪ Danger-The potential for death.
▪ Warning-The potential for serious injury.
▪ Caution-The potential for damage or destruction of equipment.
▪ Note-Important information necessary to perform a task effectively or
to avoid loss of data or inconvenience.
✓ Colors-Emphasize the hazard using red for danger, orange for warning, yellow
for caution, and notes in blue green, or black.
✓ Text-Clarify your terminology with text using these three parts.
▪ A one to two-word identification to the reader. Ex: High Voltage
 ▪ The consequences of the hazard in three to five words.
▪ Avoidance steps.
✓ Icons-Provide icons to help bridge any language barriers.
o Table of Contents-Provide an effective table of contents to help readers successfully
navigate the document sections.
o Introduction-Include a reader friendly introduction that reaches readers in a personal
and positive way.
o Glossary-Define acronyms, abbreviations, and technical terms in a glossary to help the
reader understand the material.
o Required Tools or Equipment-Provide a tool list so that readers can be prepared to
complete the steps required.
o Instruction Steps-The most important part of the manual
✓ Organize Steps Chronologically-Steps should follow a logical order.
✓ Number your steps-Numbers are more effective than bullets or letters.
✓ Use Highlighting Techniques-Use attention grabbing fonts to pull important
information forward and grab a reader’s attention.
✓ Limit the Information within Each Step-Do not overload the reader.
✓ Develop Your Points Thoroughly-Be clear rather than vague.
✓ Use Short Words, Short Sentences, and Short Paragraphs-Simplifying the
reading level helps the task be completed quickly and easily.
✓ Begin Your Steps with Verbs-Organize, use, and begin are good examples.
✓ Do Not Omit Articles-Include articles such as a, an, and the in the sentence
structure.
o Additional Components-Instructions may include the following.
✓ Technical Descriptions-Can be a part by part description or labeling of system
components.
✓ Warranties-Used to protect both companies and customers, they lay out
specific legal rights and provide explanations of any rights and responsibilities as
they pertain to the longevity of a product.
✓ Accessories-Detailing available accessories can provide a company with
additional income and customers with a product that better suits their needs.
✓ Frequently Asked Questions-A list of answers to common questions.
✓ Corporate Contact Information-The ways a customer may contact a company
across different contact channels.
o Graphics-Not often needed with high-tech readers, they can greatly clarify information
for lay readers.
Collaboration to Create User Manuals-Using input from a cohort of individuals can result in a more
effective manual created much more rapidly.
Instructional Videos-Using multimedia tools effectively can greatly increase the transfer of needed
information to customers.

Standard Operating Procedure

 • Reasons for Writing an SOP?-These help to ensure job performance and consistent quality and
integrity of the end product. A standardized set of guidelines ensure all parties are on the same
page with the job requirements.
• Components of SOPs-
✓ Title Page-The topic about which you are writing.
✓ Scope and Applicability-Three to five sentences detailing an overview of the
material.
✓ Summary of Method-A summary of duties, roles, sequences, and activities
involved.
✓ Interferences-Listing of factors that may negatively impact the outcome.
✓ Personal Qualifications/Responsibilities-Listing of experience and certifications
needed for individuals competing the tasks.
✓ Equipment and Supplies-Items needed to perform the SOP.
✓ Data and Records Management-Detailing the reporting requirements and
materials.
✓ Quality Control and Quality Assurance-Double checking to attain the highest
standards.
✓ References-Avoid plagiarism by citing sources used.
Test for Usability-Perform a usability test to ensure the efficacy of the instructions you have created.
The Writing Process at Work

• Prewriting-Use a flowchart to lay out the initial design for your technical communication.
• Writing-Compose the rough draft.
• Rewriting-Revise and perfect the document.