Campbell - Chapter 7 - What’s the Secret to Creating Good Manuals and Handbooks?

Writing Effective Policies and Procedures: A Step-By-Step Resource for Clear Communication

Nancy J. Campbell

Chapter 7 – What’s the Secret to Creating Good Manuals and Handbooks?

Campbell begins by suggesting that the key to creating a good manual or handbook lies in successfully answering two questions: Can readers find what they are looking for in a fast, logical way; and will the book physically be easy to handle and hold up to daily use?

What to Put in a Manual or Handbook

Determining what to include in these documents can be difficult. There are no formulas for determining content. The type of policy or procedure being documented and the level of detail required depend on the purpose of the document and its audience. Documents fulfilling legal or regulatory requirements, documents outlining emergency procedures, or those simply offering general employment information—all require good judgment in determining the focus and scope of the content.

What Users Want

“Users,” states Campbell, “are the ultimate pragmatists.” What this boils down to in a manual or handbook, she suggests, is easy access to information, physical convenience, and usability.

How to Give It to Them

A handbook or manual should be easy to use from both a physical and information standpoint. This can be achieved through the use of mechanical elements of design and production. Design elements involve presenting logically organized content, along with a quick and easy reference system. Production elements center around ensuring that the document is an appropriate size and shape, sufficiently durable, and capable of accommodating revisions.

The Design Elements

Campbell presents seven design elements for handbooks and manuals, collectively referred to as front matter and back matter. This includes the table of contents, list of illustrations, list of forms, introduction, glossary, appendix, and index. These elements serve to speed users to the policy or procedure that they are looking for.

Table of Contents

This design element describes what is in a book, how items are grouped, and where to find them. This is best written last, since a complete overview of the content can’t known until after it has been written. The writing process may also demand changes to the flow of topics or subject groupings. The Table of Contents merits special care, as it is often the first impression that a user gets of the document.

List of Illustrations

When a List of Illustrations is included, it’s often placed directly after the Table of Contents. You can include all of the illustrations in one list, or break each type of illustration into a separate list.

List of Forms

When a handbook or manual contains numerous forms, it is helpful to catalog them in a specific list. Most readers dislike forms, and a List of Forms helps eliminate the excuse that the form could not be found.

Introduction

The introduction is an important piece of text that orients the reader to the purpose and scope of the manual. These are almost always helpful to include, but for best results they should be kept brief.

Glossary

The glossary defines special words, acronyms, abbreviations, terminology, or jargon. The definitions are usually brief, and sometimes use examples for clarity.

Appendix

Appendices are useful for ridding the text of “material that isn’t essential to understanding or compliance and distracts readers from the main point.” Placement requires careful consideration to ensure that the material in the appendices isn’t forgotten or ignored.

Index

Campbell describes indexes as “probably the most valuable ‘speed tool’ you can give your reader…there is no faster method of looking up a reference.” In addition to the standard subject or key word indexes, one can also make use of specialized indexes, categorical indexes, and multi-manual indexes. It is design these these indexes from the perspective of the reader, using terminology that they would use. Rely on your discipline and good judgment.

The Production Elements

There are six production elements to consider when producing a handbook or manual. These include, size, paper, color, binders, cover, and dividers. In deciding on these materials, consider how the manual will be used. Three main items to consider are:

1. How readers will use the manual.
2. Under what conditions they’ll use it.
3. How frequently they’ll use it.

Manuals that will be subjected to heavy daily use or harsh conditions will require more durable construction.

Size

There are many convention standards that can be followed, but sometimes unconventional formats, such as laminated cards on a string, could be appropriate. Just be sure to consider all of the ramifications of using unconventional sizes.

Paper

If heavy use is expected, it pays to use sturdier paper. This is especially true if the document will be used in harsh conditions, such as a production or maintenance area where various liquids and chemicals are prevalent.

Color

Campbell identifies three color issues: (1) page color, (2) section color, and (3) binder color. In terms of paper, white is generally the easiest on the eye, but colored paper can be used to highlight a specific section and aid in navigation. Using a binder that is an uncommon color can help it to stand out on a shelf.

Binders

Sturdiness can be an important factor with binders. It is also important not to try to fit too much into a single binder or it can become unwieldy. In such situations, it is often better to separate a thick manual into two smaller binders. A three-ring binder allows for revisions at a later date.

Cover

One popular option involves using a binder with a clear plastic envelope on the front, into which a cover page can be inserted. It is also very important the binder be somehow labeled on the binding, so that the title is visible when the binder is sitting on a shelf.

Dividers

If dividers are used, make sure that they are sturdy enough and securely affixed to the pages so that they are not broken off and lost.

Distribution Issues

One should approach the issue of distributing these handbooks and manuals just as carefully as the rest of the project. Begin by developing a distribution list and checking it with several others. Overlooking certain individuals or departments can cause frustration and resentment. In creating the distribution list, those who will implement and/or enforce the policies and procedures your handbook or manual contains should always receive a copy, well those individuals who only have a general interest in the information may not need to receive copies. A distribution list can also be used to track who has acknowledged receipt of the documents, or ownership of the documents themselves.

Campbell concludes with a brief chapter summary, followed by a Tools and Resources section, in which the material from the chapter is presented in a highly practical way.