Ghost Story Writing Effective Policies Procedures Emily Steinberg
Ghost Story: Writing Effective Policies & Procedures Emily Steinberg & Betty Jo Schafer 1
The Basics Overview • • • 2 What are P&Ps When & why you need them Four stages of development Technical writing hints What to avoid Action Plan
The Basics What are “Policies” and “Procedures”? • What is the difference between the two? The Why The How 3
Policies vs. Procedures Policies: Procedures: • Guidelines, philosophies, principles • State a position • Broad • Why & what • Specific steps and actions • Give instructions/ protocol • Narrower, more focused • How, when, who 4
P&Ps Signs you need them (or to revise them): • • 5 New laws/regulations Questions keep coming up Frequent errors or mistakes Irritation, complaints, frustration Confusion Carelessness Unique and varied interpretations
P&Ps Different “levels” of P&Ps you may need: • Organization-wide • Department / Team • Program-specific (i. e. , Ameri. Corps) • For program staff • For partner sites / sub-recipients • For Ameri. Corps members 6
P&Ps Examples of Ameri. Corps P&Ps you need: • • • 7 NSCHC Policy Prohibited Activities Policy Member Timekeeping Policy Member File Audit Policy Member Safety Policy Member Training Policy Member Service Agreement / Position Description Policy Site Supervisor Training Policy Member Disciplinary/Grievance Policy GED Support Services Policy • • Non-Discrimination Policy Fundraising Policy Enrollment/Exit Cycle Time Policy Tutoring Policy Branding Policy Civic Engagement Policy Non-Duplication/Non-Displacement Policy Reasonable Accommodation Policy + Accounting/Fiscal P&Ps
Four Stages of Developing P&Ps 1. Plan 2. Analyze • Set schedules • Choose a team • Come up with realistic timeline • Prioritize what’s needed most • • Purpose: Manage project and timeline to stay on track. 8 Current State Reasons Goals Audience Topics Urgency Impact Organizational culture Purpose: Determine tone, format, level of detail needed, and what needs to be revised vs. started from scratch.
Four Stages of Developing P&Ps 3. Research 4. Pre-Write • Use content experts • Mind-map, flow chart, or bullet points • Generate basic content • Organize info for P&P • Put in the correct order/sequence (i. e. , people who do the job and will use the P&P) • Meet, interview • Read / study everything related • Solicit input in writing Purpose: Get all necessary background information and participation 9 Purpose: Write down the basic content and message before worrying about how to write it.
Technical Writing Hints Characteristics of Narrative Writing? • • Creative Entertaining Can be ambiguous, implied Can be wordy, lengthy Characteristics of Technical Writing? • • 10 Instructional Specific Factual Concise
Technical Writing Hints What to Avoid in P&Ps • • • 11 Absolutes (“always, ” “never”) Negative phrasing (“Don’ts”) Double negatives Harsh language Personal language (“we, ” “you”, “they”) Assumptive or presumptive language Vague language Casual language Condescending or judgmental language
Technical Writing Hints What is wrong with these examples? 1) For privacy reasons, employees should not try to gain access to another associate’s email messages without that employee’s express written permission. Negative tone. Double negatives used (not, without). Confusing and vague. 2) Employees may not exceed the allotted break time. Violators will be strictly disciplined. Negative, vague, unclear, harsh. 3) We never give refunds. We always just apply a credit. Absolute. Negative. Casual, dismissive tone. 12
Technical Writing Hints Be a word miser! Eliminate any words that do not add clarity or substance. 1) Dump fancy language. At this point in time it is thought that… vs. The company believes…. 2) Dump the flab. In accordance with our policy… vs. Our policy is…. 3) Dump duplicative and phrases. Advance planning… vs. Planning 4) Dump long clauses. Use the carefully crafted end of year report that is vetted by numerous reviewers… vs. Use the end of year report. 13
ACTION PLAN What are 2 specific actions you will take when you leave this training to improve your organization’s or Ameri. Corps program’s Policies and Procedures? 1. ACTION PLAN 2. 14
Questions 15
In Closing… CLOSING 16
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