To: Nancy Myers

From: Eduardo Juarez

Date: April 26, 2021
Subject: APLED 121-Chapter 15 Summary-Outline

CHAPTER 15
Instructions, User Manuals, and Standard Operating Procedures

Why Write Instructions- Instructions help users set up, maintain, and operate an object, tool,
or item that they may be unfamiliar with.

Criteria for writing instructions- instructions need to be clear, and provide step by step
directions for the target audience to follow.

Audience Recognition- Understand that the reader may not be familiar with the item, use clear
and thorough step by step instructions to ensure proper use or assembly.

Ethical Instructions- Be professional and cite your sources as needed, avoid plagiarism, and
minimize “boilerplate” content (Boilerplate writing is text that is reused in new context
or applications without significant changes to the original).
 Legalities in User Manuals- State the hazards, warranties, disclaimers and
potential dangers of improper use of the product.
 Practicalities in User Manuals- Keeping a manual up to date with every new
iteration of the product is an ethical responsibility to the customer.

Components of Instructions- Not all instructions will contain the same components, however
many will consist of the following template of components.
 Title Page- This should include a Topic/Title, the purpose of the instructions, and
an accompanying graphic that depicts your product or service.
 Safety Requirements- This section should make the reader aware of any
protective gear or tools needed to use the product, and the hazards and
warnings that might be present in its use.
 Access- make words such as warning, caution and danger different colors and
styles that help call attention to hazards.
 Definitions- Define words such as “Danger” and “Warning” by the degree of
hazard they pose to the user. Use the American National Standards Institute
(ANSI) or the Occupational Safety and Health Administration (OSHA)
hierarchy as the standards.
 Colors- Use Red, orange, and yellow to denote the level as of hazard for the
words “Danger”, “Warning”, and “Caution”.
  Text- Emphasis should be used to accompany a hazard alert such as “Sharp
Object”, or “Can cause chemical burns”, in order to clarify your terminology.
 Icons- Use images such as flames, to nonverbally help the reader understand
your caution, warning, or danger.

 Table of Contents- Include a table of contents to help your reader find

information by section.
 Introduction- An engaging way to capture audience involvement an promote
customer-company relationships.
 Glossary- A glossary will help your reader understand acronyms and
abbreviations they may other wise not know.
 Required Tools or Equipment- Include any necessary tools to use, operate, or
assemble the product.
 Instructional Steps- The essential steps needed to complete a task.
 Organize the Steps Chronologically- Ensure that steps are performed in the
proper order so the user can accomplish the task.
 Number Your Steps- Number each step, this will help the reader complete
the task in order.
 Use Highlighting Techniques- Boldface and use size changes in text to bring
the reader’s attention to emphatic warning words.
 Limit the Information within Each Step- Keep the information simple and
concise so not to confuse the reader.
 Develop Your Points Thoroughly- Avoid vague language and clarify steps as
needed.
 Use Short Words, Short Sentences, and Short Paragraphs- Do not overload
your reader, simple and short remarks help to make task quick and easy.
 Begin Your Steps with Verbs- “Use”, “Do”, “Don’t”, “Pull”, are all example of
verbs that can be used to start each step.
 Do Not Omit Articles- Do not remove “a”, “an”, and “the”, from the
instructions. These words help clarify any steps to be taken and help reduce
confusion.
 Additional Components
 Technical Descriptions- A description of part-by-part labeling or explanation
of the product or system components.
 Warranties- This section explains the warranties and protections a consumer
has as the purchaser of a product or service, and their legal limitations.
 Accessories- Show cases any additional products that might benefit the
customer, they however are not required for the product to function.
 Frequently Asked Questions- A section of commonly asked questions that,
can answer a concern about the product, the customer may have.
 Corporate Contact Information- Physical address information, and electronic
address information should be included to allow for customer questions and
feedback.
  Graphics – Graphics help clarify the assembly of the product, its intended use, and
to identify other components to low-tech readers.

Collaboration to Create User Manuals- Product manuals are created to reach a multitude of
readers in different regions. The process of creating a manual includes the help and research of
many individuals, with specialties ranging from business analytics, software development, and
more. Successful collaboration between these groups of individuals helps to create a cohesive
and practical user manual for most readers.

Instructional Videos- Videos can showcase everything from example uses, trouble shooting,
and repair of the target product. This medium allows the user to watch, learn, and re-watch to
become a more proficient user of the product.

Standard Operating Procedure (SOP)- “Established or prescribed methods to be followed

routinely for the performance of designated operations or in designated situations.”
- Merriam-Webster Dictionary

 Reasons for Writing an SOP- SOPs are written by companies to ensure that
procedures are followed according to federal and state regulations. They also ensure
that the quality and consistency of the final product meet specifications.

 Components of SOPs- Much like instruction manuals, the components of SOP

manuals consist of many of the following parts.
 Title Page- This page should consist of the topic(s) you will cover and the
purpose of the SOP.
 Scope and Applicability- This section provides an overview for the audience
of the SOP, it’s relevance, and regulatory requirements.
 Summary of Method- Give a brief overview of the people involved, and the
manner in which the procedure is to be performed.
 Interferences- List any components that can effect the accuracy of the final
product.
 Personnel Qualifications/ Responsibilities- State the proper certifications
and experience needed for the individuals performing the SOP is
communicated clearly. This includes courses required, hours of experience,
education and more.
 Equipment and Supplies- List the required equipment needed to complete
the task safely, and according to all applicable laws.
 Data and records Management- State the necessary data that needs to be
recorded and outline the process to be used for their archiving.
 Quality Control and Quality Assurance- Explain how to verify the quality of
the work. Establish checks, calibrations, and base line procedures so that the
readers know if a product is to the necessary standards.
 References- Cite all documents and references used in the manual to avoid
plagiarism.
  Test for Usability- Always test the functionality of a written SOP to ensure that it
conveys direction and purpose properly.
 Select a test audience- Select a wide range of individuals with different level of
expertise to ensure a reliable range of test results.
 Ask the audience to test the instructions- Have the group follow the instructions
as written and check for complications.
 Monitor the audience- Take notes on what hinders the group, and what
questions arise during the test.
 Time the team members- Ensure that the tasks can be completed in a timely
manner, if they can not this could be a sign that the SOP needs revision.
 Quantify the audience’s responses- Document the test, and debrief the
individuals on their performance. Use all data gathered during the test to make
the SOP as efficient as possible.

The writing Process at Work- Gather data and information about the instruction manual, begin
by understanding your audience and what they need to know about your product.
 Prewriting- Plan out what you will write in the manual, start by listing needs and desired
results in a step-by-step manner. Create a rough draft then, revisit each step to
determine what could be changed, and what needs to be elaborated on.
 Rewriting- Create a working manual and have others test the manual and give you feed
back. Then use the feedback to further refine the document into a final revision.