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Professional Communication: The Corporate Insider’s Approach

Professional Communication: The Corporate Insider’s Approach. Chapter Fourteen Procedures: Doing the Work of Business. Procedures: A Definition. Comprise a set of sequential operations or steps that complete a single process

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Professional Communication: The Corporate Insider’s Approach

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  1. Professional Communication: The Corporate Insider’s Approach Chapter Fourteen Procedures: Doing the Work of Business

  2. Procedures: A Definition • Comprise a set of sequential operations or steps that complete a single process • Solve a specific problem that always presents itself in the same way • Need to be done in only one way • Produce the same result each time • Limit introduction of theoretical or explanatory information • Focus on use

  3. Measuring Performance • Did we faithfully relate the technical information? • Did we relate that information in a manner that allowed the user successfully and efficiently to negotiate the terrain of the task at hand?

  4. Organization Presentation Terminology Internal consistency Numeric information Salience Comprehensibility Technical demands Level of detail Graphs and tables Navigation Problems with Procedures

  5. Procedure Types • Technical procedures—focus on physical operation and maintenance of equipment and systems • Response procedures—explain how to react when systems go bad • Management control procedures—provide for the coordination, interactions, and communications that bind business operations together

  6. Understanding the Terrain To get a complete picture of the territory for your procedure, you need to assess • Management philosophy • Business circumstance • Corporate strategy

  7. Next Steps Assess your procedure using this criteria: • A bit of judgment—determine whether a procedure is needed • Negotiation—explain your reasons and method in a way that is respectful to needs and expectations • Usability—determine whether procedures are accurate, complete, and comprehensible

  8. Basic Procedure Development Process • Define the territory • Design the process • Determine the usability • Document the thinking

  9. Ten Defining Questions • What requirements are to be met? • What expectations are to be met? • What materials, equipment, and facilities are to be used? • What tasks are to be accomplished? • Why must the tasks be accomplished?

  10. Ten Defining Questions • Who, other than the user, must be involved? • When are the tasks to be accomplished? • Where are the tasks to be accomplished? • How are the tasks to be performed? • How is completion to be confirmed?

  11. Design the Process • Get a measure of the whole • Partition the activity to the task level • Develop the step level • Assess the qualifying conditions • Synthesize the elements of the process

  12. Terminology Technical demand Comprehensibility Graphs and tables Organization Internal consistency Level of detail Navigation Salience Presentation style Usability Factors

  13. Procedures—The Lessons To prepare procedures effectively, you must recognize numerous factors influencing substance and design: • Management philosophy • Business circumstances • Corporate strategies • Range of potential users

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