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13 Common Mistakes about Communicating Policies & Procedures Information
 

13 Common Mistakes about Communicating Policies & Procedures Information

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    13 Common Mistakes about Communicating Policies & Procedures Information 13 Common Mistakes about Communicating Policies & Procedures Information Presentation Transcript

    • 13 Common Mistakes about Communicating Policies & Procedures Information …and How to Avoid Them Raymond E. Urgo | Principal | Urgo & Associates | rurgo@urgoconsulting.com Maxwell Hoffmann | Adobe Product Evangelist | Twitter @maxwellhoffmann | mhoffman@adobe.com© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
    • About Adobe Systems, Inc. Adobe Systems (Facts) • Founded December 1982 • 2012 Revenue - $4.216 billion (11% growth) • Adobe changes the digital world through the creation of beautiful and powerful images, video and publishing applications.© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 2
    • Your Webinar hostMaxwell HoffmannAdobe Product Evangelist, Tech Comm SuiteFormer Product Manager and Sales Training Directorfor Frame Technology15 years in translation industry, working on“whatever documents walked through the door”Trained over 1,200 people in hands-on,scalable publishing solutions© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 3
    • About Raymond Urgo (Mr. P&P) • Age 7: Wrote neighborhood club rules, played telephone company • Age 27: Methods & Procedures Analyst, New York Telephone Company • 1993: Founded Urgo & Associates, management consultancy in P&P • Professional career mission: To define and promote P&P Communication as a discipline and a way to transform organizationsCopyright 2012 Raymond E. Urgo
    • 13 Common Mistakes about Communicating 13 Common Mistakes about Communicating Policies & Procedures Information Policies & Procedures Information …and How to Avoid Them …and How toof 2] Them [Part 1 Avoid [Part 1 of 2] Raymond E. Urgo Urgo & Associates www.urgoconsulting.comCopyright 2012 Raymond E. Urgo
    • Preview of Part 1 of 2 for Today’s Webinar 6 of 13 common mistakes and how to avoid them • Understanding the Use of Policies & Procedures Information (#1 and #2) • Approaches to Developing Policies & Procedures Information (#3 thru #6) Free P&P resources AND a Special Offer!Copyright 2012 Raymond E. Urgo
    • Teach vs. Think I cannot teach anybody anything, I can only make them think. Socrates (469 - 399 BC) Athenian PhilosopherCopyright 2012 Raymond E. Urgo
    • Mistake #1: Limited coverage of subject areas Assuming policies and procedures are about an organization’s employment practices only.Copyright 2012 Raymond E. Urgo
    • Avoid Mistake #1: Limited coverage of subject areasRealize possibilities with P&P Examples• Unlimited subjects/needs -- Property management -- Accounting• Hidden, scattered, silos -- Purchasing (procurement)• Different names -- Mystery shopping -- Hospital operating room• Informal (tribal) to formal -- Financial investments• Uncontrolled to controlled -- University registrar -- Information technology• Zero or more people/ -- Opening charter schools, groups managing P&P branch offices, chain of storesCopyright 2012 Raymond E. Urgo
    • Mistake #2: Having information that’s not useful Assuming that P&P is merely paper-based information that is stored in binders collecting dust because no one ever uses the information.Copyright 2012 Raymond E. Urgo
    • Avoid Mistake #2: Having information that’s not usefulWhat to do• Plan a P&P program/function• Implement P&P content development process• Adopt a documentation methodology• Develop single-source content and for online use• Combine use of content for P&P and trainingCopyright 2012 Raymond E. Urgo
    • Mistake #3: Expecting one approach fits all Assuming there is only one right way to invest in policies and procedures communication.Copyright 2012 Raymond E. Urgo
    • Avoid Mistake #3: Expecting one approach fits allWhat to do• Remember your P&P situation You cant solve a and needs are unique problem with the same mind that• Determine where you are now created it. and need to be• Determine level and type of Albert Einstein, commitment and resources Theoretical physicist,• Take caution on self-learning, philosopher, P&P books, and P&P case- author study talks (1879-1955)• Seek advice of a P&P specialistCopyright 2012 Raymond E. Urgo
    • Mistake #4: Expecting that packaged procedures are always useful An organization purchases packaged policies and procedures from a vendor to be used “as is” or modified “as needed”. =Copyright 2012 Raymond E. Urgo
    • Avoid Mistake #4: Expecting that packaged procedures are always useful What to do • Know the two types available • Know the usefulness of content • Know the usability of content • Prepare to modify, administer, promote, and maintain • Be flexible to change to model • Know expected value or ROICopyright 2012 Raymond E. Urgo
    • Mistake #5: Not combining training and P&P An organization maintains two sets of policies and procedures information: one for training and another for on-going reference. On-going Training referenceCopyright 2012 Raymond E. Urgo
    • Avoid Mistake #5: Not combining training and P&PWhat to do• Focus investment as organization’s training curriculum• Apply principles of instructional design and performance- based communicationBenefits• Users prefer one set• Less chance of conflicting information + = Training• Less content to and develop, store, On-going On-going Training reference reference access, and maintainCopyright 2012 Raymond E. Urgo
    • Mistake #6: Having multi-source documents An organization develops its P&P information in a short document (one to several pages) on a given subject or standard as needed, assigns a number to it, and then files it in a binder. These documents may reside together; they just don’t relate, match, and fit together.Copyright 2012 Raymond E. Urgo
    • Avoid Mistake #6: Having multi-source documentsWhat to do• Create an information plan• Create manuals not binders Information matches, relates,• Create libraries of topics that fits, and resides together begin and end together comprehensively (beginning to end)Benefits: Less redundancy; easier to under the same plan. access, find, understand, and maintain; and offers greater value (ROI)Copyright 2012 Raymond E. Urgo
    • Preview of Part 2 of 2 of this Webinar June 14, 2012Seven more common mistakes and how to avoid them• Process for Developing P&P Information (#7 and #8)• Standards for Developing P&P Information (#9 and #10)• Talents for Developing P&P Information (#11, #12, and #13)Copyright 2012 Raymond E. Urgo
    • Urgo & Associates Policies & Procedures Consulting Services• Provide assessments and strategic advice on P&P programs and resources• Lead P&P content development projects to simplify complex practices and content• Teach and mentor in P&P Communication• Advise P&P product and service providers in the P&P Marketplace on trendsCopyright 2012 Raymond E. Urgo
    • Urgo & Associates P&P Resources and Special Offer Free P&P resources at www.urgoconsulting.com • Articles, book reviews, white papers, presentations • Award-winning e-newsletter The Policies & Procedures Authority Special offer ! Complimentary consultation (first 10 requests by email) Contact information Raymond Urgo rurgo@urgoconsulting Urgo & Associates www.urgoconsulting.com 323-851-6600Copyright 2012 Raymond E. Urgo
    • Other Limited time upgrade promotion: ends June 15th Limited Period Special 30% Off Get 30% off Adobe Upgrade Offer FrameMaker 10 by Upgrading from FrameMaker 7.X! Read blog series: http://adobe.ly/IDoaYj Adopt the PROFESSIONAL STANDARD in Unstructured and Structured (XML/DITA1.2/S1000D) Authoring and Publishing For 25 years, Adobe® FrameMaker® software has helped individual authors, SMBs and enterprises develop high–quality technical content. FrameMaker 10 adds powerful features to shorten your learning curve, lower costs, and increase productivity.http://adobe.ly/HRNIP6 *Customers of FrameMaker 7.X only are eligible to take advantage of this special promotion© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 23
    • Question And Answer Time© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 24
    • Contact Information Information Raymond E. Urgo LinkedIn http://www.linkedin.com/in/raymondurgo Principal Email rurgo@urgoconsulting.com Urgo & Associates Web http://www.urgoconsulting.com 1616 N. Fuller Ave., #428 Phone +01 323-851-6600 Los Angeles, CA 90046- 3893 Maxwell Hoffmann Blog blogs.adobe.com/techcomm Adobe Systems, Inc. Blog blogs.adobe.com/mbhoffmann Product Evangelist Twitter twitter.com/maxwellhoffmann Twitter twitter.com/AdobeTCS Email n mhoffma @adobe.com Web www.adobe.com LinkedIn www.linkedin.com/in/maxwellhoffmann Facebook As Maxwell Hoffmann Facebook As Adobe Technical Communication Professionals Group Calendar of upcoming eSeminars: http://adobe.ly/xdzOYa Previously recorded eSeminars: http://adobe.ly/qo3pzc© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 25