1. Pearson Education, Inc. Technical Communication: Process and Product Seventh Edition Sharon Gerson and Steven Gerson

2. Pearson Education, Inc. Technical Communication: Process and Product Seventh Edition Sharon Gerson and Steven Gerson Chapter 13: Instructions, User Manuals, and Standard Operating Procedures

3. 3 Technical Communication: Process and Product, 7/e Sharon Gerson and Steven Gerson Copyright © 2012, 2008, 2003, 1992, 1980 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All Rights Reserved Chapter 13: Instructions, User Manuals, and Standard Operating Procedures This chapter discusses the following: Objectives Criteria for Instructions Videos for Instructions Standard Operating Procedures Process

4. 4 Technical Communication: Process and Product, 7/e Sharon Gerson and Steven Gerson Copyright © 2012, 2008, 2003, 1992, 1980 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All Rights Reserved Objective People use equipment or make products that require instructions—every day. Examples: operating machinery installing equipment maintaining equipment testing components cleaning a product monitoring a system repairing equipment troubleshooting a mechanism caring for livestock caring for plants setting up a system assembling a product building a deck making a cake NOTE: A primary job of technical writers is to write instructions. NOTE: A primary job of technical writers is to write instructions.

5. 5 Technical Communication: Process and Product, 7/e Sharon Gerson and Steven Gerson Copyright © 2012, 2008, 2003, 1992, 1980 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All Rights Reserved Criteria for Instructions Audience Recognition –Is your audience High-tech, Low-tech, Lay, or combinations of all (Multiple)? –Write to your audience’s level of understanding.

6. 6 Technical Communication: Process and Product, 7/e Sharon Gerson and Steven Gerson Copyright © 2012, 2008, 2003, 1992, 1980 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All Rights Reserved Criteria for Instructions Title Page –Topic –Function (purpose of the instruction) – Graphic X320Z Radon Extractor Installation Procedures Topic Function

7. 7 Technical Communication: Process and Product, 7/e Sharon Gerson and Steven Gerson Copyright © 2012, 2008, 2003, 1992, 1980 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All Rights Reserved Criteria for Instructions (cont.) Hazard alerts Danger—the potential for death Warning—the potential for injury Caution—the potential for damage to equipment Include icons for visual impact

8. 8 Technical Communication: Process and Product, 7/e Sharon Gerson and Steven Gerson Copyright © 2012, 2008, 2003, 1992, 1980 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All Rights Reserved Criteria for Instructions (cont.) Table of Contents Introduction –Explain the purpose of this user manual –Welcome the audience –List the key units of the manual Thank you for purchasing a WeTextBook®. Please use this guide to quickly familiarize yourself with this product. These instructions will help you 1. Install the WeTextBook® software on your computer 2. Set up your WeTextBook.com account 3. Download new text books 4. Learn how to operate the WeTextBook®

9. 9 Technical Communication: Process and Product, 7/e Sharon Gerson and Steven Gerson Copyright © 2012, 2008, 2003, 1992, 1980 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All Rights Reserved Criteria for Instructions (cont.) Required tools –Include graphics to help lay readers Courtesy of Crate & Barrel

10. 10 Technical Communication: Process and Product, 7/e Sharon Gerson and Steven Gerson Copyright © 2012, 2008, 2003, 1992, 1980 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All Rights Reserved Criteria for Instructions (cont.) Include Graphics –People read instructions when they are unfamiliar with a product. –Graphics help them visualize the steps. Courtesy of Crate & Barrel

11. 11 Technical Communication: Process and Product, 7/e Sharon Gerson and Steven Gerson Copyright © 2012, 2008, 2003, 1992, 1980 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All Rights Reserved Criteria for Instructions (cont.) Style 1.Number the steps (for future reference) 2.Use highlighting techniques (color for hazards; graphics for visualization, for example) 3.Don’t overload steps—one action per step is enough.

12. 12 Technical Communication: Process and Product, 7/e Sharon Gerson and Steven Gerson Copyright © 2012, 2008, 2003, 1992, 1980 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All Rights Reserved Criteria for Instructions (cont.) 4.Develop points thoroughly. Define terms Provide detailed steps BAD—too vague Add enough air to inflate the tire. Good Detail Add air up to 32 psi (pounds per square inch) to inflate the tire. How much is “enough”? “Enough” is 32 psi (defined parenthetically)

13. 13 Technical Communication: Process and Product, 7/e Sharon Gerson and Steven Gerson Copyright © 2012, 2008, 2003, 1992, 1980 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All Rights Reserved Criteria for Instructions (cont.) 5.Write concisely (short words, phrases, and sentences). 6.Begin steps with verbs. BAD 1. You might want to consider tightening the clamp. Without a verb, this is not a required action. GOOD 1. Tighten the clamp. The verb “Tighten” makes the step a required action.

14. 14 Technical Communication: Process and Product, 7/e Sharon Gerson and Steven Gerson Copyright © 2012, 2008, 2003, 1992, 1980 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All Rights Reserved Criteria for Instructions (cont.) 7.Personalize text with pronouns. 8.Do not omit articles (“a,” “an,” “the”). 1. Use the 2” angle-edge brush to paint your window ledges. Article Personalized pronoun

15. 15 Technical Communication: Process and Product, 7/e Sharon Gerson and Steven Gerson Copyright © 2012, 2008, 2003, 1992, 1980 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All Rights Reserved Optional Criteria for Instructions Glossary—defining acronyms, abbreviations, and high-tech terms Technical descriptions Warranties/guarantees Parts lists/accessories FAQs Corporate Contact information

16. 16 Technical Communication: Process and Product, 7/e Sharon Gerson and Steven Gerson Copyright © 2012, 2008, 2003, 1992, 1980 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All Rights Reserved Instructional Videos Why create instructional videos (screencasting)? –Videos show end users how to perform steps. –Videos help visual learners. –Podcasting allows for anywhere, anytime, mobile instruction. –YouTube (social media) can help a company market its product.

17. 17 Technical Communication: Process and Product, 7/e Sharon Gerson and Steven Gerson Copyright © 2012, 2008, 2003, 1992, 1980 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All Rights Reserved Instructional Videos (cont.) Instructional videos allow for end-user interaction. Video might be more informative than static text and photography. Videos helps end users see the consequences of hazard alerts.

18. 18 Technical Communication: Process and Product, 7/e Sharon Gerson and Steven Gerson Copyright © 2012, 2008, 2003, 1992, 1980 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All Rights Reserved Standard Operating Procedures (SOPs) SOPs are used to ensure accurate performance, consistent quality, and to meet governmental regulations. Science, healthcare, biomedical technology, the military, & the computer industry use SOPs to calibrate and standardize instruments collect lab samples handle and preserve food analyze test data troubleshoot equipment, machinery, and procedures

19. 19 Technical Communication: Process and Product, 7/e Sharon Gerson and Steven Gerson Copyright © 2012, 2008, 2003, 1992, 1980 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All Rights Reserved Key Components of SOPs

20. 20 Technical Communication: Process and Product, 7/e Sharon Gerson and Steven Gerson Copyright © 2012, 2008, 2003, 1992, 1980 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All Rights Reserved SOPs (cont.) Scope and Applicability –Explain why the SOP has been written –Show how it meets regulatory requirements –Specify any limits for the use of the procedure –State the applicability of the procedure.

21. 21 Technical Communication: Process and Product, 7/e Sharon Gerson and Steven Gerson Copyright © 2012, 2008, 2003, 1992, 1980 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All Rights Reserved SOPs (cont.) Summary of Methods –Give the title of people involved –Explain their roles and duties –Show the sequence of their involvement –Discuss the sequence of activities performed

22. 22 Technical Communication: Process and Product, 7/e Sharon Gerson and Steven Gerson Copyright © 2012, 2008, 2003, 1992, 1980 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All Rights Reserved SOPs (cont.) Interferences—What might interfere with the accuracy of findings? –humidity –temperature –depth or altitude –weather –cleanliness or contamination –carelessness –sample size

23. 23 Technical Communication: Process and Product, 7/e Sharon Gerson and Steven Gerson Copyright © 2012, 2008, 2003, 1992, 1980 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All Rights Reserved SOPs (cont.) Personnel Qualifications Equipment and Supplies Data and Records Management –calculations to be performed –forms for the reports –required reports –reporting intervals –report recipients

24. 24 Technical Communication: Process and Product, 7/e Sharon Gerson and Steven Gerson Copyright © 2012, 2008, 2003, 1992, 1980 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All Rights Reserved SOPs (cont.) Quality Controls –Show how you verify work –Include specific retesting procedures –List self-check intervals –State how and to whom reports are submitted References

25. 25 Technical Communication: Process and Product, 7/e Sharon Gerson and Steven Gerson Copyright © 2012, 2008, 2003, 1992, 1980 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All Rights Reserved Process To ensure the success of your instruction, –Prewrite –Write –Rewrite

26. 26 Technical Communication: Process and Product, 7/e Sharon Gerson and Steven Gerson Copyright © 2012, 2008, 2003, 1992, 1980 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All Rights Reserved Process (cont.) Usability Testing—another approach to Revision: –Choose a test audience. –Ask the audience to test the instructions. –Monitor the audience. What challenges do the instructions seem to present? –Time the team members as they attempt to perform the tasks. –Quantify the audience’s responses. What problems did they encounter. –Revise the instruction to improve its usability.

27. 27 Technical Communication: Process and Product, 7/e Sharon Gerson and Steven Gerson Copyright © 2012, 2008, 2003, 1992, 1980 by Pearson Education, Inc. Upper Saddle River, New Jersey 07458 All Rights Reserved Practice Use the end-of-chapter activities to practice writing instructions.