Table of Contents
What is a Policy?
Who writes them?
What is a procedure?
Generating Policies: What Policies should an organization have?
Three Things to Keep in Mind
Who writes them?
What is a procedure?
Generating Policies: What Policies should an organization have?
Three Things to Keep in Mind
- Mission Statement
- Audience
- Format
- Start with the Mission Statement
- Identify Order of Importance
- Policies
- Procedures
What is a policy?
A policy is a decision on how things should be, will be, shall be. They're also known more commonly as rules or guidelines Policies can affect a lot of people (“All of our employees will greet customers with a smile”) or only a few people (“Area managers can apply for the company retirement plan if they retire after age 67”).
Having policies will unify and define an organization. CLients or potnetial customers are often able to pick out members of an organization simply because they follow their organization’s policies (red polos, khaki slacks, and a smile = Target). Other policies protect people physically and legally. For example, Brigham Young University–Idaho has a policy that professors cannot close their office doors if a student is with them, particularly a student of the opposite sex.
Policies can apply to people who associate with the organization. Some restaurants have the policy “No shirt, no shoes, no service” for their customers. The familiar, never-read-through “Terms and Conditions” document is a list of legal policies that keep customers from getting organizations in trouble.
If the policies are stated, then the consequences of breaking the policies fall on the person who read and broke the rules versus the entire organization. If the polices are stated, then there is less confusion about what the policies are.
Basically, having policies is a good thing.
Having policies will unify and define an organization. CLients or potnetial customers are often able to pick out members of an organization simply because they follow their organization’s policies (red polos, khaki slacks, and a smile = Target). Other policies protect people physically and legally. For example, Brigham Young University–Idaho has a policy that professors cannot close their office doors if a student is with them, particularly a student of the opposite sex.
Policies can apply to people who associate with the organization. Some restaurants have the policy “No shirt, no shoes, no service” for their customers. The familiar, never-read-through “Terms and Conditions” document is a list of legal policies that keep customers from getting organizations in trouble.
If the policies are stated, then the consequences of breaking the policies fall on the person who read and broke the rules versus the entire organization. If the polices are stated, then there is less confusion about what the policies are.
Basically, having policies is a good thing.
Who writes them?
Only people trained to write should type the policy documents. Organizations should not make their employees write and update their policies unless the employees were specifically hired to do so. This will assure that the policies and procedures are concise and understandable.
Freelance technical writers can be brought in to write the policy documents if the organization doesn’t employ any writers. Other employees may not do the writing, but they should be a part of the development process.
Privacy Policies and Terms of Service are more specialized policy documents that should be written by a lawyer.
Freelance technical writers can be brought in to write the policy documents if the organization doesn’t employ any writers. Other employees may not do the writing, but they should be a part of the development process.
Privacy Policies and Terms of Service are more specialized policy documents that should be written by a lawyer.
What is a procedure?
Procedures are often paired with policies, as they explain step-by-step how to follow each policy.
Some policies are self-explanatory (most people don’t need instructions for smiling). But some require more in-depth explanations. Some documents are made up entirely of procedures
(see web page on Procedure training materials).
Some policies are self-explanatory (most people don’t need instructions for smiling). But some require more in-depth explanations. Some documents are made up entirely of procedures
(see web page on Procedure training materials).
Generating Policies:
WHAT POLICIES SHOULD AN ORGANIZATION HAVE?
Each organization will need different policies based on its individual needs. However, some policies will be required, depending on the type of organization. First, you should research which policies the government legally requires (health codes, privacy, wages, etc.).
Next, discuss policies that run the organization. These policies and procedures should clarify the "who, when, where, and how" of the hiring process, work and meeting times, employee duties, and whatever else a trainer would explain to a new hire.
Finally, you should develop policies that will represent the organization both internally and externally. These things will set the mood for the workplace. Professional or casual? Friendly or strict? People should be able to guess the organization’s focus by which policies are emphasized.
Make sure that your organization has the means to follow through with and control all of the policies decided upon. (If wearing uniforms is a policy, then make sure the organization can provide uniforms.)
Next, discuss policies that run the organization. These policies and procedures should clarify the "who, when, where, and how" of the hiring process, work and meeting times, employee duties, and whatever else a trainer would explain to a new hire.
Finally, you should develop policies that will represent the organization both internally and externally. These things will set the mood for the workplace. Professional or casual? Friendly or strict? People should be able to guess the organization’s focus by which policies are emphasized.
Make sure that your organization has the means to follow through with and control all of the policies decided upon. (If wearing uniforms is a policy, then make sure the organization can provide uniforms.)
Three Things to Keep in Mind
There are three focuses that influence the writing of policies:
the mission statement, the audience, and the format.
the mission statement, the audience, and the format.
1) Mission Statement
A mission statement states goals and values of an organization. All of your policies and procedures should match your organization’s mission statement.
- Google’s Mission Statement: “Google’s mission is to organize the world’s information and make it universally accessible and useful.”
- Writing a Mission Statement
- Other Examples of Mission Statements
2) Audience
Who will be reading your policy and procedures document? Will they be employees? Volunteers? Organization leaders? Clients? Customers? Partners?
Some policy documents may have two or more audiences: 1) people following the policies and procedures and 2) people affected by the policies who want to know how and why they exist. For example, Facebook’s advertising team has policies to follow when it comes to the information that Facebook users share, but users will want to know what the policies are so they can be careful about the information they give.
Members of your intended audience may come from different educational and cultural backgrounds, so make sure to keep the language concise—no idioms, innuendos, or overly complicated vocabulary. Leave no room for them to misinterpret a policy or a step in the procedures. If your audience is more specific (policies for CEOs) then you can use vocabulary that will fit their education and profession.
Caution: Realize that no matter how your target audience might relate with your organization, everyone wants to be treated with respect. Even though your language needs to be simple, its tone shouldn’t sound patronizing. The best way to keep the balance is to order your sentences using subject-verb-object syntax.
Some policy documents may have two or more audiences: 1) people following the policies and procedures and 2) people affected by the policies who want to know how and why they exist. For example, Facebook’s advertising team has policies to follow when it comes to the information that Facebook users share, but users will want to know what the policies are so they can be careful about the information they give.
Members of your intended audience may come from different educational and cultural backgrounds, so make sure to keep the language concise—no idioms, innuendos, or overly complicated vocabulary. Leave no room for them to misinterpret a policy or a step in the procedures. If your audience is more specific (policies for CEOs) then you can use vocabulary that will fit their education and profession.
Caution: Realize that no matter how your target audience might relate with your organization, everyone wants to be treated with respect. Even though your language needs to be simple, its tone shouldn’t sound patronizing. The best way to keep the balance is to order your sentences using subject-verb-object syntax.
3) format
Identify the format you’ll be writing for. This will determine how you’re going to organize your policies and procedures relative to each other.
Some online websites keep their policies and procedures on one page. Others will include their policies and procedures separately in locations where they’re relevant.
FAQ pages are examples of an online policies and procedures document. The formatting can be based on the frequency of need or alphabetically.
Some online websites keep their policies and procedures on one page. Others will include their policies and procedures separately in locations where they’re relevant.
FAQ pages are examples of an online policies and procedures document. The formatting can be based on the frequency of need or alphabetically.
- Below shows how Facebook organizes its policies for readers. Figure 1 show the main page, and Figure 2 shows the list that appears when you click “Data Policy.”
Figure 1
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Figure 2
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Videos: This method will be more effective than others if a lot of the procedures require precise visual aids. This means that you will be writing a script and combining the words with images, videos, and possible interactive functions.
Printed/PDF: Printed policy documents are most common in work spaces that would be inconvenient for technology (mechanic shops, kitchens). Just know that relying on print can leave documents vulnerable to becoming outdated. However, the need for printed policy documents has lessened with the growing presence of technology. Many organizations distribute their policies and procedures in PDF.
Don’t forget: As print isn’t as searchable as online materials, there will have to be a well-organized table of contents and index in order to help people quickly refer back to the text.
- Burger King is an example of a company that instructs their employees on their policies and procedures through a series of videos.
Printed/PDF: Printed policy documents are most common in work spaces that would be inconvenient for technology (mechanic shops, kitchens). Just know that relying on print can leave documents vulnerable to becoming outdated. However, the need for printed policy documents has lessened with the growing presence of technology. Many organizations distribute their policies and procedures in PDF.
- The most useful way to organize a print or PDF policy manual is to place policies with the most relevance and importance in the beginning. The less used, less important policies should be put near the back, only to be read when needed.
Don’t forget: As print isn’t as searchable as online materials, there will have to be a well-organized table of contents and index in order to help people quickly refer back to the text.
How do I Write my Policy Document?
After identifying the mission statement, audience, and format for your policies, you’ll be able to start writing them down.
Start with the Mission Statement
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Whether you’re writing for video tutorials, a paper manual, or the internet, policies should all lead back to the mission statement. Having it written down as a reminder doesn’t hurt.
To the right is the first thing that Facebook users read when they read Facebook’s data policies. |
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Identify Order of Importance
If more than one policy is mentioned at a time, you’ll have to decide what order they should be written in. Which policies will the audience need or want to see first?
No matter what medium you’re using, make the policies and procedures easy to find. Many websites put their policies in a link at the bottom of the page next to the copyright information. With a print format, easy access means having a detailed index and table of contents.
No matter what medium you’re using, make the policies and procedures easy to find. Many websites put their policies in a link at the bottom of the page next to the copyright information. With a print format, easy access means having a detailed index and table of contents.
Policies
Write clearly and concisely. But don’t leave out any information (simplicity should not be mistaken for shorthand). Recognize that your language doesn’t need to be fancy to sound professional—most readers simply want to understand what they’re reading as quickly as possible.
Use subject-verb-object sentence structures.
Use subject-verb-object sentence structures.
- Write: All employees meet in 115A every Thursday at 1:00pm.
- Don’t Write: In 115A, a meeting is held on Thursday at 1:00pm for all employees.
Procedures
If policies need to be clear, then your procedures should be crystal clear. Sometimes words alone won’t be enough to accomplish this. Images and videos might be more useful. Burger King uses videos in the employee training process not only because it’s easier to show than explain all of the different cooking and cleaning procedures, but because employees are more likely to remember the steps in that format.
No matter how you decide to present your procedures, always test your instructions to make sure that they work the way they’re intended.
For more details, see our procedures training materials
No matter how you decide to present your procedures, always test your instructions to make sure that they work the way they’re intended.
For more details, see our procedures training materials
Don’t Let Your Policies
Collect Dust
Update your manual! Read it often enough to be sure that policies are being followed as intended—if not, maybe a policy needs to change.
Sample Document
An example of a policy and procedures document has been included below. This is an example of a PDF document. C4 is a non-profit organization that promotes local artists through art expos, galleries, meetings, and other events. The document is for artists that showcase their talents in these events.
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Sources & Refernces
- Write a Mission Statement: http://articles.bplans.com/writing-a-mission-statement/
- Mission Statement Examples: http://www.missionstatements.com
- How to Write a Policy Manual by Professor Michael Griffin
http://www.templatezone.com/download-free-ebook/office-policy-manual-reference-guide.pdfThis guide gives a good list of policies that should be discussed and included
- The Policy and Procedure Manual: Managing “By the Book” by Paul Rao, PhD
http://www.asha.org/slp/healthcare/policy_procedures/
