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© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Raymond E. Urgo | Principal | Urgo & Associates | [email protected]
Maxwell Hoffmann | Adobe Product Evangelist | Twitter @maxwellhoffmann | [email protected]
13 Common Mistakes about Communicating Policies & Procedures Information …and How to Avoid Them
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
About Adobe Systems, Inc.
Adobe Systems (Facts)• Founded December 1982
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• Adobe changes the digital world through the creation of beautiful and powerful images, video and publishing applications.
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© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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Adobe Product Evangelist, Tech Comm Suite
Former Product Manager and Sales Training Directorfor Frame Technology
15 years in translation industry, working on “whatever documents walked through the door”
Trained over 1,200 people in hands-on, scalable publishing solutions
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Copyright 2012 Raymond E. Urgo
About Raymond Urgo (Mr. P&P)
• Age 7: Wrote neighborhood club rules, played telephone company
• Age 27: Methods & Procedures Analyst, New York Telephone Company
• 1993: Founded Urgo & Associates, management consultancy in P&P
• Professional career mission: To define and promote P&P Communication as a discipline and a way to transform organizations
13 Common Mistakes about CommunicatingPolicies & Procedures Information
…and How to Avoid Them[Part 1 of 2]
Raymond E. UrgoUrgo & Associates
www.urgoconsulting.com
13 Common Mistakes about CommunicatingPolicies & Procedures Information
…and How to Avoid Them[Part 1 of 2]
Copyright 2012 Raymond E. Urgo
Preview of Part 1 of 2 for Today’s Webinar
6 of 13 common mistakes and how to avoid them
• Understanding the Use ofPolicies & Procedures Information (#1 and #2)
• Approaches to DevelopingPolicies & Procedures Information (#3 thru #6)
Copyright 2012 Raymond E. Urgo
Free P&P resources AND a Special Offer!
Teach vs. Think
Copyright 2012 Raymond E. Urgo
I cannot teach anybody anything,
I can only make them think.
Socrates(469 - 399 BC)
Athenian Philosopher
Mistake #1: Limited coverage of subject areas
Assuming policies and procedures are about an organization’s employment practices only.
Copyright 2012 Raymond E. Urgo
Avoid Mistake #1: Limited coverage of subject areas
Examples-- Property management-- Accounting-- Purchasing (procurement)-- Mystery shopping-- Hospital operating room-- Financial investments-- University registrar-- Information technology-- Opening charter schools,
branch offices, chain of stores
Realize possibilities with P&P • Unlimited subjects/needs• Hidden, scattered, silos• Different names• Informal (tribal) to formal• Uncontrolled to controlled• Zero or more people/
groups managing P&P
Copyright 2012 Raymond E. Urgo
Mistake #2: Having information that’s not useful
Assuming that P&P is merely paper-based information that is stored in binders collecting dust
because no one ever uses the information.
Copyright 2012 Raymond E. Urgo
Avoid Mistake #2: Having information that’s not useful
What to do• Plan a P&P program/function• Implement P&P content
development process• Adopt a documentation
methodology• Develop single-source content
and for online use• Combine use of content for
P&P and trainingCopyright 2012 Raymond E. Urgo
Mistake #3: Expecting one approach fits all
Assuming there is only one right way to invest in
policies and procedures communication.
Copyright 2012 Raymond E. Urgo
Avoid Mistake #3: Expecting one approach fits all
You can't solve a problem with the
same mind that created it.
Albert Einstein, Theoretical physicist,philosopher, author (1879-1955)
What to do• Remember your P&P situation and
needs are unique• Determine where you are now
and need to be• Determine level and type of
commitment and resources• Take caution on self-learning, P&P
books, and P&P case- study talks• Seek advice of a P&P specialist
Copyright 2012 Raymond E. Urgo
Mistake #4: Expecting that packaged procedures
are always useful
An organization purchases packaged policies and
procedures from a vendor to be used “as is” or
modified “as needed”.
=
Copyright 2012 Raymond E. Urgo
Avoid Mistake #4: Expecting that packaged procedures
are always usefulWhat to do• Know the two types available• Know the usefulness of
content• Know the usability of content• Prepare to modify, administer,
promote, and maintain• Be flexible to change to model• Know expected value or ROI
Copyright 2012 Raymond E. Urgo
Mistake #5: Not combining training and P&P
An organization maintains two sets of
policies and procedures information: one for
training and another for on-going reference.
Training On-going reference
Copyright 2012 Raymond E. Urgo
Training
Avoid Mistake #5: Not combining training and P&P
=What to do• Focus investment as organization’s training curriculum• Apply principles of instructional design and performance-
based communicationBenefits• Users prefer one set• Less chance of
conflicting information• Less content to
develop, store,access, and maintain
+Training
and On-going reference
On-going reference
Copyright 2012 Raymond E. Urgo
These documents may reside together; they just don’t relate, match, and fit together.
Mistake #6: Having multi-source documents
An organization develops its P&P information in a short document
(one to several pages) on a given subject or standard as needed, assigns a number
to it, and then files it in a binder.
Copyright 2012 Raymond E. Urgo
Information matches, relates, fits, and resides
together comprehensively
(beginning to end) under the same
plan.
Avoid Mistake #6: Having multi-source documents
What to do• Create an information plan
• Create manuals not binders • Create libraries of topics that
begin and end together
Benefits: Less redundancy; easier to access, find, understand, and maintain; and offers greater value (ROI)
Copyright 2012 Raymond E. Urgo
Preview of Part 2 of 2 of this WebinarJune 14, 2012
Seven more common mistakes and how to avoid them
• Process for Developing P&P Information (#7 and #8)
• Standards for Developing P&P Information (#9 and #10)
• Talents for Developing P&P Information (#11, #12, and #13)
Copyright 2012 Raymond E. Urgo
Urgo & Associates Policies & Procedures Consulting Services
Copyright 2012 Raymond E. Urgo
• Provide assessments and strategic advice on P&P programs and resources
• Lead P&P content development projectsto simplify complex practices and content
• Teach and mentor in P&P Communication
• Advise P&P product and service providers in the P&P Marketplace on trends
Urgo & Associates P&P Resources and Special Offer
Copyright 2012 Raymond E. Urgo
Free P&P resources at www.urgoconsulting.com• Articles, book reviews, white papers, presentations
• Award-winning e-newsletterThe Policies & Procedures Authority
Special offer !Complimentary consultation (first 10 requests by email)
Contact informationRaymond Urgo rurgo@urgoconsultingUrgo & Associates www.urgoconsulting.com
323-851-6600
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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Question And Answer Time
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© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Contact Information
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InformationRaymond E. UrgoPrincipalUrgo & Associates1616 N. Fuller Ave., #428Los Angeles, CA 90046-3893
LinkedIn http://www.linkedin.com/in/raymondurgoEmail [email protected] http://www.urgoconsulting.comPhone +01 323-851-6600
Maxwell HoffmannAdobe Systems, Inc.Product Evangelist
Blog blogs.adobe.com/techcomm Blog blogs.adobe.com/mbhoffmann Twitter twitter.com/maxwellhoffmannTwitter twitter.com/AdobeTCS
Email [email protected] Web www.adobe.comLinkedIn www.linkedin.com/in/maxwellhoffmannFacebook As Maxwell HoffmannFacebook As Adobe Technical Communication Professionals Group
Previously recorded eSeminars: http://adobe.ly/qo3pzcCalendar of upcoming eSeminars: http://adobe.ly/xdzOYa