To: Nancy Myers

From: Christopher Foster

Date: April 28, 2022
Subject: APLED 121-Chapter 15 Summary

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Chapter 15
Instructions, User Manuals, and Standard Operating
Procedures
Why Write Instructions?

 Written instructions help people of all kinds do all sorts of various tasks
correctly

Criteria for Writing Instructions

 Audience Recognition-Many readers of written instruction are low-tech, looking for a

detailed, organized, step-by-step walkthrough. Do not assume anything, Spell out every
detail clearly.
 Ethical Instruction-Clearly cite all sources of information to avoid plagiarism, only
boilerplate information does not require a citing
 Legalities in user manuals-Avoid liability and customer injury by
including the proper hazard notations and disclaimers
 Practicalities in User Manuals-Keeping manuals up-to-date with
the current technologies to avoid inconsistencies or inaccuracies
 Components of Instructions-Instructions can vary in length depending on how
complex the task is
 Title page-Preface your Instructions with an informative title and graphical representation
 Safety Requirements-Can be included anywhere throughout your text, call attention
just before a step may present a danger of some type
 Access-Keep Hazard notations obvious by various typeface and type
size, Including a box around the word or White space or colors to call
further attention, add two word descriptive text (i.e. “hot equipment”,
“sharp objects”) Include Icons (I.e. Fire for flammable)
 Definitions-
 Danger-The Potential for death
 Warning-The Potential for serious personal
injury
 Caution-The Potential for damage or destruction
of equipment
 Note-The Important information necessary to
perform task effectively or avoid loss of data or
inconvenience
 Sections of a User Manual-
 Table of Contents- Help assist your readers find the information
they need
 Introduction- User manual is often the only contact a
company has with its customer, naturally the instructions
should be reader-friendly and seek to achieve audience
recognition and involvement.
 Glossary-Used to explain key terms, phrases or abbreviations
 Required Tools or Equipment-Full list with pictures to aid the
reader to know what is necessary to complete the task
 Instructional steps-
 Organize steps chronologically
 Use numbers instead of bullets or the alphabet to make
finding a step easier and you will never run out of
numbers
 Use highlighting technique to call attention to special
concerns
 Limit amount of information in each step
 Develop your points thoroughly
 Use short words, sentences, and paragraphs for quick
and easy completion
 Begin each step with the verb that the reader will be
performing
 Do not omit articles
 Additional Components-
 Technical Descriptions: Part-by-Part explanation or
labeling of a systems component
 Warranties: Protection for both customer in case of a
malfunction sooner than expected and manufacturer
because no product lasts forever
 Accessories: Additional equipment not required for the
products operation
 Frequently Asked Questions: Immediately address
common consumer concerns without having to take up
valuable customer supports time
 Graphics-
 Clarify your points graphically- Use drawings, photographs
and screen captures that are big, simple, and labeled
accurately.
 Very convenient for low-tech or multiple articles
Collaboration to create user manuals

 Collaboration between other writers, clients, and a project team of subject matter
experts(SMEs)
 Account specialist- liaison with the clients to determine customer needs
 Business Analysts- Determine what software changes need to be made to meet clients’
expectations
 Software Developers-code the software programs
 Quality assurance personnel- make sure coding is correct, smooth operation

Instructional Videos

 Excellent communication channel for the visual learners

 Animated videos show user how to perform task better than static text
 Gives user more interaction and ability to learn at their own pace

Standard Operating Procedure (SOP)

 Reasons for writing an SOP- Ensure accurate job performance and consistent quality
and integrity of the end product
 Components of SOPs-Title page, Table of Contents, Scope and Applicability, Definition
of terms, Safety warnings and cautions, Interferences, Equipment and supplies, procedures,
Data and Records, References
Tests for usability

 Select a test audience- Best audience includes representative individuals with differing
levels of expertise
 Ask Audience to test the instructions- Follow procedure step by step
 Monitor Audience-Note any challenges your audience experiences
 Time team members-How long does the procedure take following your steps,why?
 Quantify the Audience’s Response-after the procedure has been completed, debrief
your audience and find the problems they experienced.

The Writing Process at Work

 Prewriting-Flowcharts chronologically trace the stages of instruction, provide your reader

with content as well as a panoramic view of an entire sequence
 Writing-after reviewing your rough draft, notice flow, such as unnecessary transitional
words
 Rewriting-Noticing trouble points from your test audience and yourself can help your
document round out and flow for easy understanding