Campbell Chapter 12
In this chapter Campbell discusses putting policies and procedures online. She mentions that going online doesn’t change your policies or procedures it simply creates another method of communication beside written or verbal. She mentions the advantages and disadvantages of going online.
Advantages:
- Faster retrieval and faster circulation
- No paper revisions
- Easy storage
- Can link related facts or documents together in a way that gives users faster access.
- Easy access to the manual
- Fewer deadlines
Disadvantages:
- May intimidate users who are not computer literate
- Could by costly (software, hardware, etc.)
- Need for training
- Format limitations
- Lower readability
- Some users may not have access to retrieve document from a computer
- Reading from a screen is not always preferred
Campbell mentions that there are certain questions the writer should ask about the user:
- How experienced and comfortable are users with computers?
- What kind of equipment do they have?
- What kind of software do they have?
- Do they have read access to a terminal
- What format are they used to working with and do they prefer?
- What’s their environment like?
- Are their organizations supportive
- Will they really check the system regularly for updates?
- How can they be made to acknowledge receipt?
Designing an On-Line System
In this section Campbell discusses being aware of the limitation online documentation creates. Knowing what the user is reading from meaning what kind of computer screen they have and that it is harder to read on screen than on paper. She mentions four factors to keep in mind while designing:
- Visual simplicity
- Ease of use
- Clear operating instructions
- Adequate conversion of elements such as acknowledgements and revisions
Finally Campbell talks about making sure the users know when the document has been released and when revisions have been made. Most importantly she mentions to make sure the user receives and uses the online policies and procedures.
2 comments:
Right before I quit my job, my company started putting all the policies, procedures and company documentation on a shared employee site. The beginning of the process seemed kind of hectic, but as the process went further along, it started to be pretty easy to use. They still had a paper manual, but it was much easier to find information through the online format. Instead of searching through the paper version, and/or calling HR, I could just go online because the information was organized so well. Since the company I worked for had a lot of younger employees, I think the online version worked well. If the company had been more of a mix of ages, I don't know if it would have worked as well.
Like Karli referred to, I think that when online information is well-organized, it can be very effective. The unique features of the screen medium allow for improved navigation and searchability. There are times, however, when a printed copy seems more desirable. I wonder when new technologies like the Kindle will finally begin to make paper documentation obsolete.
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