To: Nancy Myers

From: Jacob Powers

Date: May 5, 2020
Subject: APLED 121 - Chapter 8 Summary - Page 184

CHAPTER 8
Instructions, User Manuals, and Standard Operating Procedures
Why Write Instructions? – Because people need to do things that they don’t know how to do.
Criteria for Writing Instructions – Writing instructions well requires identifying the audience’s needs.
 Audience Recognition – Do your best to give the audience exactly what they want. A good rule
of thumb is to never assume anything. Spell it all out clearly and thoroughly.
 Ethical Instructions – Professional writers need to be legal and ethical in their writing. Correctly
citing sources of information will help avoid plagiarism.
o Legalities in User Manuals – To avoid liability for injuries, product damage, and
underperforming products, warn your audience about potential dangers and set limits
and exceptions for product guarantees.
o Practicalities in User Manuals – It is important to keep the user manuals up to date with
the products.
 Components of Instructions – Some instructions are short, and some are long.
 Title Page – The title should consist of a topic and the purpose of the instructions. Example:
“Instructions for Replacing Spark Plugs in the 2016 Kia Rio”.
 Safety Requirements – Notify the reader about safety hazards at the beginning of the
instructions, and then remind them again with the specific dangers at each step. Make hazard
notifications obvious and difficult to miss.
o Definitions of terms
 Danger – Potential for death
 Warning – Potential for serious personal injury
 Caution – Potential for damage or destruction of equipment
 Note – Important information necessary to perform a task effectively or to
avoid loss of data or inconvenience (setbacks)
o Colors - Use colored windows or text to emphasize hazard messages.
o Text - Include a short piece of text informing the reader of the source of the hazard, the
negative consequences of improper handling/use of it, and the necessary steps to avoid
those consequences. Example: “High voltage electricity – Electrocution can kill – Do not
touch exposed wires”.
o Icons – Icons help to warn people who do not understand the language used in the

warning, or people who cannot read at all. Examples:

  Table of Contents – Allows the reader to quickly access sections as needed.
 Introduction – A good introduction will achieve positive audience involvement and a good
relationship between the customer and the company.
 Glossary – Used to define abbreviations, acronyms, or technical terms that the reader may not
know.
 Required tools or Equipment – Let the reader know what tools they need at the start, so they
are not interrupted partially through the process by an inability to complete the instructions.
 Instructional Steps – Organize the steps chronologically. Use a number for each step. Highlight
warnings or other important information. Don’t put too much information in a single step. Avoid
vague content. Use short and easily understandable words and sentences. Begin each step with
a verb. Do not omit words like a and the because that makes the sentences more difficult to
read.
 Additional Components
o Technical Descriptions – Explaining and labeling components. Listing of product
specifications – dimensions, weight, resolution, wattage, etcetera. Schematic depicting
the layout.
o Warranties – Protects the customer from a faulty product that has problems before it is
expected to. Also protects the manufacturer from unreasonable customer expectations.
Nothing lasts forever. Protects the manufacturer from liability from damages caused my
improper use, failure to follow instructions, unapproved modification, and things of that
nature.
o Accessories – A company can increase its income by selling extra addons to improve the
functionality of the product. These accessories can be advertised for in the user manual.
o Frequently Asked Questions – Saves time of customer support by including answers
that are asked frequently and the customer is likely to have themselves.
o Corporate Contact Information – Street, City, Address, phone number, Web URL, e-mail
address, or social media account. Ways for the customer to contact with questions or
requests.
 Graphics – Graphics are great for helping low-tech readers understand, they also make the
instructions more visually appealing. Graphics may not be necessary for high-tech readers. Use
drawings and photographs that are big, clear, and well labeled.
Collaboration to Create User Manuals – Collaboration is important for writing good instructions. Other
people help by providing other ideas and perspectives (low-tech and high-tech), they help with
proofreading, and multiple people can simply get the task done much quicker than an individual.
Instructional Videos – Videos are extremely valuable in showing the end user how to perform a step.
They help the user identify things and understand techniques extremely quickly and easily compared to
text-based instruction. Videos have become a significantly more viable option as most of the population
has a smartphone with an internet connection.
Standard Operating Procedure (SOP) – Agreed upon standard ways to perform a certain task in a
certain industry. Usually these are routine or repetitive activities that are extremely common.
  Reasons for Writing an SOP – Ensures accurate, predictable, and reliable performance of a
product. Ensures that all government regulations are followed.
 Components of SOPs – Mostly the same as regular instructions. It might require people to sign
off on the procedure. Will include a section describing why the SOP exists and the limitations of
its use. Warn of possible variables that could interfere with the accuracy of the final product. List
the required experience and qualifications to perform the SOP. Check that the procedure has
been done to a high quality.
Test for Usability – Have some folks perform the tasks in the SOP. Test how well they do, how long they
take, and how smoothly it goes.
Sample Instructions
The Writing process at work
 Prewriting – Plan the stages of instruction. Possibly use a flowchart.
 Writing – Create the Instructions.
 Rewriting – Make it better.