Creating User-Friendly Policies and Procedures

Capturing Operational "What's, Why's, and How's" for Greater Continuity During Transitions

Class Summary

(based on last 3 sessions)

As more long-time employees are leaving the organization, it’s even more important than ever to formalize tasks and protocols through written policies and procedures. In this one-day program, you’ll learn proven methods for capturing the ideas, concepts, and processes generated by daily business operations. You’ll use formats and techniques to create policies and procedures that are easy to understand and apply.


COM122 6.0 Cominable 0.53
One 8-hour session

Anyone who writes or reviews policy and/or procedure documents.

  • Clear, concise, and comprehensive policies and procedures.
  • Greater compliance and fewer operational errors.
  • Increased performance continuity and standardization.
  • Reduced negative impact of transitions.

By the end of this program, you will be able to:

  • Explain the need for and the differences between policies, procedures, and other types of documentation.
  • Perform a task analysis to identify procedural steps.
  • Recognize the advantages of several possible formats for policies, procedures, and other forms of documentation.
  • Use clear and concise writing and editing techniques.

1. Knowledge Management (KM)

A. Knowledge based documents

1. Policy

2. Directive

3. Corporate statements

4. Procedure

B. Other business documents

1. Manual (E.g., training manual or maintenance manual)

2. Report

3. Form

4. Wikipedia

2. Developing written policies

Step 1: Research

Step 2: Write

Step 3: Approve

Step 4: Implement

Step 5: Review

3. Developing written procedures

A. Researching

1. Interviewing

2. Shadowing

3. By committee

B. Approving procedures
C. Implementing procedures
D. Reviewing procedures

4. Language choices

5. Why formatting is important

6. Elements of a written policy or procedure