February 10, 2009PowerPhrase of the Week ~ Maybe the problem is with the instructions
Marsha complained that no one followed the instructions in the training manual she had compiled. The ensuing conversation focused on how inept people were, until Peter Spoke Strong. He said,
- If people don’t follow the instructions, maybe the problem is with the instructions, not the people.
Marsha preferred to blame the trainees, but got Peter’s point.
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I write PC documentation and procedures for my co-workers and associates in our company, so I tend to read documentation other people write with a critical eye. So often, I shake my head at the assumptions people make when they write procedures.
I learned long ago that one of my first questions when asked to write procedures should be: “Who is my audience?” If I am writing for fellow PC technicians, I know I can make some assumptions on their skill level. If I am writing for the average associate, though, I know I can’t make ANY assumptions about their skill level.
Average associates may not know PC terms and jargon, so I need to explain them. I use little boxes in the margins to do this. I can’t assume an associate knows how to log on their PC, how to copy a file or anything. Everything should be spelled out, step by step, even if that means I risk insulting associates with higher skill levels. If I want my procedures followed, I have to make them as easy as possible to understand.
If I find people are not following my procedures, I begin digging into the reason, and almost always, it is because I didn’t explain something well enough or left out a step because I assumed they would know to do it.
The motto for procedure writing is: “Never assume.”
DLPoff
Comment by DLPoff — February 11, 2009 @ 12:18 pm
Poorly written instruction IS one issue; however, ‘I didn’t understand’ is also used an excuse for those who choose not to follow guidelines. Management needs to make it understood that a.)if anyone has problems following the written directive(s), it is the employee’s responsbility to discuss the matter with their supervisors until they DO understand what is being requested, and b.)adherence to the written directive is mandatory.
Comment by VAB — February 16, 2009 @ 8:52 am