Chapter 23: Procedures and Processes
Chapter 23: Procedures and Processes
A process writing informs the audience of the how and why a subject is done, what materials and equipment are needed, the order of performance, and if precautions are necessary. It is argued, by lawyers of course, that defective instructions carry more legal liability than defective products. A technical writer must consider this type of writing serious, and make every attempt to convey information correctly. Ignorance makes the writer no less liable for faulty or inaccurate instructions, so the writer must have, and convey, informed content. Process writing is used frequently in all walks of life and employment because so many of those activities contain processes. Whether you are washing a car, baking cookies, or resetting an engine code, the process must be performed in exact steps, and exact order so that the result is a positive one. The "average" human brain is pretty capable of following approximately 3-4 sequence steps without written instruction. But, if those 3-4 steps are new or complicated, the number decreases dramatically to only 1-2 steps to obtain a favorable result. There are two types of process writing: informational and directional. Informational process seeks to inform an audience about how a given subject operates, i.e. how the heart operates, or how a butterfly emerges from a cocoon. While being specific and concrete, it simply informs the audience, and the audience takes no action. A directional process, however, provides the audience with instructions on how to perform the process. Information given about how to change a car tire or bake cookies, for example, is directional in nature. which also means that someone is going to use the directions. The process, in either case, must be clearly divided into its parts, or principles, and it must be detailed enough to allow the audience to follow the process step by step.
Visuals are extremely useful for process instructions. They attract attention and interest, but they also keep words to a minimum, and as we learned in the last chapter, they can convey difficult concepts by a visual representation of the subject. Types of popular visuals for process instruction include photographs, exploded diagrams, and flowcharts.
Whether or not an audience is reading an informational or directional process, the writer must assess the audience's level of technicality. By providing background and adequate details, examples, and troubleshooting advice, the author can provide exactly the right information, and in such a way, to educate the given audience. Visuals, again, will be useful in contributing to the appropriate level of technicality. Without logically ordered steps, however, even the most educated audience will not be able to understand or perform the process. ALL of the steps must be included, and they all must be in CORRECT order. Imagine attempting to make a new cookie recipe, getting to the end of the recipe after the cookies are on the cookie sheet, and then being told to add 2 tablespoons baking powder! A little late then isn't it (this actually happened to me when I attempted to duplicate a recipe)?
Having determined the appropriate level of technicality, the writer must then construct the document for readability. It must be understood at the first reading because readers usually take immediate action. Methods used to accomplish this are using direct address (the implied you), active voice (active verb+ noun) and imperativemood (do this). Readability will be increased, also, by the use of short and logically shaped sentences and parallel phrasing. Equally important, the information should be phrased affirmatively (do this, not do not do), and transitional words should be used, if necessary, to mark time and sequence, i.e first, second, lastly, then, after, while, etc.
The level of technicality will also contribute to the effective design of the document. Use of simple, but informative headings, visually separated steps in a numbered or bulleted format, and visuals will make for a pleasing, and easy to read, document. Keep in mind, again, that the reader may need to use the information in a hurried setting. For example, if instructions are given on performing CPR, can you imagine having to read a long paragraph with no visuals while trying to perform it?
Finally, since the information is to educate or to allow the
audience to perform the process, it should contain notes and hazard
notices where appropriate. A note clarifies a point, emphasizes
vital information, or describes options or alternatives. These are
frequently seen in text readings, recipes, auto information manuals, etc.
A caution prevents possible mistakes that could result in injury
or equipment damage. When we work with computer programs, we see
these cautions so that our data or computer will not be compromised.
A warning
alerts readers to potential hazards to life or limb, such as the
oft seen warning placed on a wet floor. The strongest and most forceful
notice is a danger notice. This identifies an immediate
hazard to life and limb. Think of your hairdryer's danger notice, for example,
to avoid immersion in water.
Summary of Key Points 
Last Updated: August
2001
Patricia A. Hutchins
http://www.delta.edu/pahutchi/113unit9.html
