Chapter 12 of Kolin's Successful Writing at Work

CHAPTER 12
Writing Instructions
and Procedures
Philip C. Kolin
University of Southern Mississippi

Copyright © Cengage Learning. All rights reserved. 12 | 2
Instructions, Procedures, and Your
Job
 Instructions and procedures are not the same
thing. They perform distinct functions:
 Instructions explain how to perform a task in a step-
by-step manner. They vary in length, complexity,
and format.
 Procedures include policies, duties, protocols, or
guidelines that a business or organization expects
its employees to follow.

Why Instructions Are Important
Instructions are significant for many reasons,
including these three reasons:
1. Safety. Carefully written instructions insure that a job
gets done without damage or injury. To make sure
your instructions are safe, they must be accurate,
consistent, thorough, clearly written, effectively
illustrated, and carefully organized.
2. Efficiency. Well-written instructions help a business
run smoothly and efficiently.
3. Convenience. Clear, easy-to-follow instructions
make a customer’s job easier and less frustrating. In
a customer’s view, instructions can reflect a products
or service’s quality and convenience.

The Variety of Instructions: A Brief
Overview
 Instructions vary in length complexity and
format. They can be one word, a few
sentences, or en entire page or book.
 Instructions can use paragraphs, visuals, or
numbered lists.
 Many instructions are given online on company
websites and though online videos on YouTube
and other sites.

Figure 12.1 Wordless Instructions
on Using an Oxygen Mask

Figure 12.2 Instructions That
Supply Visuals

Figure 12.3 Instructions in a
Numbered List

Assessing and Meeting Your
Audience’s Needs (slide 1 of 2)
When writing instructions, you must put yourself in
the readers’ position. Ask yourself the following
questions as you write:
1. How and why will my readers use my instructions?
2. What language skills do they possess? Is English
their first language?
3. How much do my readers already know about the
product?
4. How much background information will I have to
supply?
5. What steps will most likely cause readers trouble?

Assessing and Meeting Your
Audience’s Needs (slide 2 of 2)
6. What types of visuals do I need to supply?
7. How often will readers refer back to my instructions?
8. Where will my audience most likely be following my
instructions?
9. What resources, such as special equipment or
power sources, will readers need to perform my
instructions successfully?

Figure 12.4 Online Instructions:
Numbered List, Sequence of Steps,
and an Exploded Drawing

Using Word-Processing Software
to Help You Design Instructions
To ensure your instructions are easy to read, take
advantage of the following word-processing
features to help you revise, draft, and format:
 Brainstorm and cluster to get ideas and steps down.
 Use the Outline feature.
 Choose a font that is easy to read.
 Use numbered and bulleted lists.
 Provide adequate spacing.
 Use boldface sparingly.
 Be careful about images taken from a clip art library.
 Avoid underlining for emphasis.
 Use hyperlinks when necessary.

The Process of Writing Instructions
To make sure your instructions are accurate and
easy for your audience to perform, use this process:
1. Plan your steps. Before writing, do some research to
understand completely the task you are asking someone
else to perform.
2. Perform a trial run. Actually perform the task yourself
multiple times and take notes.
3. Write and test your draft. Transform your notes into a
draft and then conduct a usability test.
4. Revise and edit. Based on your observations, revise your
draft and edit the final copy.

Figure 12.5 Instructions Alerting a
Technical Audience to Special
Circumstances

Using the Right Style
To write instructions that readers can understand
and turn into effective action, observe the following
guidelines:
 Ensure verbs are in the present tense and imperative
mood.
 Write clear, short sentences in the active voice.
 Use precise terms for measurements, distances, and
times.
 Include connective words as signposts.
 Number each step when you present your
instructions in a list.

Table 12.1 Helpful Imperative
Verbs Used in Instructions

Using Visuals Effectively
Readers welcome visuals in almost any set of
instructions. Visuals assist readers:
 Locate parts, areas, etc.
 Identify the size and placement of parts
 Understand how to assemble parts effectively and
easily
 Illustrate the right and wrong way to do something
 Identify possible sources of danger, injury, or
malfunction
 Determine whether a problem is serious or minor
 Recognize normal and safe limits

Figure 12.6 Exploded Drawing Showing
How to Assemble an Industrial
Extension Cord

The Six Parts of Instructions
A set of instructions generally contains six main
parts. The slides to follow will describe each part in
detail.
1. Introduction
2. List of equipment and materials
3. Steps for your instructions
4. Warning, cautions, and notes
5. Conclusion
6. Troubleshooting guide

Figure 12.7 Introduction to a Guide
for Using an Infusion Pump

Figure 12.8 List of Tools Needed
on Instructions

Figure 12.9 Set of Instructions with
Visuals Showing Parts Included
(slide 1 of 5)

(slide 2 of 5)

(slide 3 of 5)

(slide 4 of 5)

(slide 5 of 5)

Writing Procedures for Policies
and Regulations
 Procedures concerns policies and regulations
found in employee handbooks and other internal
corporate communications.
 Example of procedures include:
 family or medical leave application policies
 dress requirements
 travel expense reimbursement guidelines
 Use the same strategies for writing procedures
as for writing instructions: plan carefully, spell
out exactly what is expected, and provide
necessary definitions and prefatory explanations.

Figure 12.10 Memo Outlining
Procedures to Follow Regarding a New
Scheduling Policy

Some Final Advice
 Do not take anything for granted when you
have to write a set of instructions or
procedures.
 No one ever complained that a set of
instructions was too clear or too easy to follow.

Chapter 12 of Kolin's Successful Writing at Work

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