Basic Rules II

5. Include simple steps for procedures.
   Break down complicated processes into simple, actionable steps for your readers.
   Allow yourself some flexibility in the steps; use terms like "generally," "usually," and "typically," and avoid terms like "never" and "always." (One exception to this rule could be your policy on workplace violence, however. In dealing with cases of violent behavior, it is acceptable to write, "XYZ Company will not tolerate violent behavior under any circumstances."


6. Stay positive in tone.
   Many policy and procedure manuals are written form a negative point of view: Don't do this and don't do that. To make your manual more powerful, use a positive perspective, whenever possible.
   In other words, focus on the positive outcome that following a policy will have, rather than the negative outcome when it is not followed.
   You will maintain this positivity by explaining the need for a policy, focusing on the improved efficiency, or enhanced public relations it may bring, for example.
   Instead of: "Staff members will acknowledge all customer emails within 24 hours," write: "Since our customers usually contact us in an emergency, staff members will acknowledge all customer emails within 24 hours."


7. Keep your sentences short, but don't make them sound choppy.
   To keep your writing interesting, vary your sentence length. Use simple short sentence, accented by longer ones, to help keep your reader's interest.


8. Use the active voice as much as possible.
   With the active voice, the subject of the sentence is doing the action rather than receiving the action.
   "Employees will submit a doctor's physical exam form," not, "A doctor's physical exam form will be submitted by employees."
   Sometimes passive voice is acceptable, such as in this sentence:
   Unfortunately, all medical records from that period were destroyed in the fire.


9. Define any terms.
   Use terms and abbreviations consistently. Spell out any acronyms on first reference, with the acronym indicated in parenthesis.
   Here is an example.
   In compliance with the ADA (American Disabilities Act), XYZ Company provided accessible entrances, walkways, and restrooms.
   
   
   


10. Proofread and revise.
    American writer Ernest Hemingway once told an interviewer that he rewrote the ending A Farewell to Arms 39 times before he was satisfied with it. When the interviewer wanted to know what the technical problems were, or why the author was unhappy with the ending, Hemingway simply replied that he wanted to get the words right.
    Thirty-nine times may be a bit excessive for your policy and procedure manual, but realize you will need to spend ample time proofreading your work.