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Franchise Operations Manuals:
Language and Format
Common Pitfalls in Writing
Franchise Manuals




Converting
material previously
aimed at your
employees requires
focused editing.
If your reader is the
Franchisee, write
with them in mind.

2
Targeting Your Reader


Language


Position in Franchisee
organization






Grade level
Native tongue

Tone


Consider company
business culture



Formal, informal?



Upbeat, serious?

3
Format and Updating
Outline Format
Numbered Sections and Sub-Sections
Bullet Points

2-3 Sentence Paragraphs

4
Checklists!!!




Opening
Closing
Maintenance






Restrooms
Equipment
Interior
Exterior

5
Scripts




Franchisee’s
employees need to
“perform” the same
tasks in each
location

Provide scripts for
sales, phone tours,
greetings, etc.

6
Does Your Company Need Assistance
in Developing Manuals and Training?

Next Topic:
Franchise Operations
Manuals; What to do
with System Forms?

Contact:
Marla Rosner
Senior Training Consultant
mrosner@msaworldwide.com
415-499-3533

Michael H. Seid & Associates, LLC

7

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MSA Worldwide: Franchise Operations Manuals - Language & Format

Editor's Notes

  1. This slide series is purposely short so you can consume the content in quick sessions. If you need assistance creating or updating your system manuals, give us call for a proposal.