Author: Carol

The terms policy and procedure are often used interchangeably. The two types of information are also often mixed up in the same document, which doesn't help the reader understand the rules and practices of the organization. Policies are the business rules and guidelines that are the basic operating principles of a business. Policy documents spell… Continue reading Mixed up Policies and Procedures

Most of us take “mandatory” training on the job. Most of us also do voluntary training—either at work or on our personal time. You know the difference in how you feel about these two experiences. You put off the mandatory compliance training and approach it with annoyance. You look forward to your French Cooking class… Continue reading Training You Have To Do / Want To Do

Remember how having that set of “training wheels” helped you learn to ride your two-wheeler? Or maybe you just learned by grit and determination and skinned knees. Those two choices apply in learning a new piece of software too. Get formal training in the new tool—go to an instructor-led class or take an online course.… Continue reading Training Wheels and Skinned Knees

Sometimes it seems that everyone is so distracted and busy that we all have ADD. Technical writers have a number of tricks to get information across to people who are perpetually pressed for time. Chunk information—take a large body of information and break it down into bite-size bits of related material. Then present those chunks… Continue reading Attention Deficit

Most complex software development projects have a number of related pieces of documentation: End-User documents such as user guides, quick reference cards, training guides Business documentation: business case documents, project updates, etc. Technical documentation: requirements, design documents, operations manuals, etc. Sometimes it feels as if you are writing the same thing over and over for… Continue reading Reinventing the Wheel