This week we start a series of articles on how to write Standard Operating Procedures (also called SOPs). The aim is to introduce the key concepts involved in:

• Designing
• Writing
• Formatting
• Testing and
• Maintaining Standard Operating Procedures (SOPs)

These tutorials will look at how you can put together a team of writers who can write procedures to an acceptable level so that your company is better organised, both internally and customer-facing.

Is it for experts of beginners?

We’ll start with the fundamentals and then work our way up to more complicated areas. For example, we’ll look at how to get funding for your project, how to write technical writers and how to use naming conventions so that you can find document more easily once they have been archived.

10 Step Plan to Writing Standard Operating Procedures

The process of developing Standard Operating Procedures (SOPs) involves ten steps.

The approach we will use is to assume that you are starting from scratch and want to develop your SOPs in a structured manner. This means that along with writing the SOPs, you will also have them written in a way that allows others to find them, update them and share them where necessary.

• Organise the Procedure Writing Team
• Get Support from Management
• Define Team Procedures, Templates and Style Guides
• Information Gathering Phase
• Examine As-Is Processes
• Explore To Be Processes
• Write the Standard Operating Procedures
• Test the Standard Operating Procedures
• Sign-Off the Standard Operating Procedures
• Release the SOPs
• Maintain the SOPs

How about Style Guides and Templates?

We will also look at how to setup style guide, templates, and adopt naming conventions for all procedures.

What else will the course include?

Some of the other topics will include:

• Role and Function of SOPs
• How to conduct a Needs Assessment
• How to implement SOPs
• How to Evaluate SOPs
• How to create SOP templates
• How to format SOPs, Process, and Flowcharts
• How to define a SOP

At the end of the course, we’ll share some free sample SOPs and other resources that will help you write your procedures.

That’s it for now.

From tomorrow, we will begin to walk you through the entire process and look at each step involved in creating your procedures.

If there is something that you’d like us to clarify or expand upon then please share it in the comments section below.

See you then.

PS – you may want to add this site to your RSS reader or subscribe to the Newsletter. That way you’ll get all the blog posts to your inbox and won’t miss any tutorials.

Related posts:

1. 6 Examples of Standard Operating Procedures
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A contract is an exchange of promises between two or more parties to do or refrain from doing an act which is enforceable in a court of law. Contract law is based on the Latin phrase pacta sunt servanda (pacts must be kept).

Breach of contract is recognised by the law and remedies can be provided. Almost everyone enters into contracts every day. Sometimes written contracts are required, such as when buying a house. However, most contracts can be and are made orally, like buying a law textbook, or purchasing coffee at a shop.

Contract law can be classified, as is habitual in civil law systems, as part of a general law of obligations (along with tort, unjust enrichment or restitution).

According to legal scholar Sir John William Salmond, a contract is “an agreement creating and defining the obligations between two or more parties”. Wikipedia.

Click here to download

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A change request is a document containing a call for an adjustment of a system; it is of great importance in the change management process.

A change request is declarative, i.e. it states what needs to be accomplished, but leaves out how the change should be carried out.

Important elements of a change request are an ID, the customer (ID), the deadline (if applicable), an indication whether the change is required or optional, the change type (often chosen from a domain-specific ontology) and a change abstract, which is a piece of narrative (Keller, 2005).
Change requests typically originate from one of five sources: (i) problem reports that identify bugs that must be fixed, which forms the most common source, (ii) system enhancement requests from users, (iii) events in the development of other systems, (iv) changes in underlying structure and or standards (e.g. in software development this could be a new operating system) and (v) demands from senior management (Dennis, Wixom & Tegarden, 2002).  Source: Wikipedia

Click here to download

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A business process is a set of coordinated tasks and activities, conducted by both people and equipment, that will lead to accomplishing a specific organizational goal. Business process management (BPM) is a systematic approach to improving those processes. The Business Process Management Initiative (BPMI), a non-profit organization, exists to promote the standardization of common business processes, as a means of furthering e-business and business-to-business (B2B) development.

To this end, the organization has developed the Business Process Modeling Language (BPML), an Extensible Markup Language (XML)-based metalanguage for modeling business processes. Source: TechTarget

Click here to Download More MS Word Templates

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A business process or business method is a collection of interrelated tasks, which accomplish a particular goal. Download the Business Process template here.
There are three types of business processes:

1. Management processes, the processes that govern the operation of a system. Typical management processes include “Corporate Governance” and “Strategic Management”.
2. Operational processes, processes that constitute the core business and create the primary value stream. Typical operational processes are Purchasing, Manufacturing, Marketing, and Sales.
3. Supporting processes, which support the core processes. Examples include Accounting, Recruitment, IT-support.

A business process begins with a customer’s need and ends with a customer’s need fulfillment. Process oriented organizations break down the barriers of structural departments and try to avoid functional silos.
A business process can be decomposed into several sub-processes, which have their own attributes, but also contribute to achieving the goal of the super-process. The analysis of business processes typically includes the mapping of processes and sub-processes down to activity level.

Business Processes are designed to add value for the customer and should not include unnecessary activities. The outcome of a well designed business process is increased effectiveness (value for the customer) and increased efficiency (less costs for the company).

Business Processes can be modeled through a large number of methods and techniques. For instance, the Business Process Modeling Notation is a Business Process Modeling technique that can be used for drawing business processes in a workflow.

Source: Wikipedia
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Download free templates Microsoft Word, Excel and Visio templates. These templates can be used in the office, at home, and in school.

To download, click on the link and choose “Save this file to disk”. File formats include Word, Visio and Excel.

FYI: You can download more templates here including Software Development, White Papers, Case Study, Policy Manuals, Proposals, RFP, Software Testing, SOPs, User Guides and other templates you mind find useful.

The following templates are available for your personal use.

If you enjoy them, please bookmark this page and tell your friends. Thanks!

Business Process Template		[PDF]
Business Process Roadmap 101		[PDF]
Business Process Flow Diagram	[Visio]	Vertical
Business Process Flow Diagram	[Visio]	Horizontal
Business Approval Form	[MS Word]	[PDF]
Change Request Form	[MS Word]	[PDF]
Contract Review Form	[MS Word]	[PDF]
Design Change Form	[MS Word]	[PDF]
Design Review Checklist	[MS Word]	[PDF]
Expenses Claim Form	[MS Word]	[PDF]
Fax Template	[MS Word]	[PDF]
Functional Model Review	[MS Word]	[PDF]
Installation Completion Form	[MS Word]	[PDF]
Meeting Agenda Template	[MS Word]	[PDF]
Meeting Minutes Template	[MS Word]	[PDF]
Progress Report	[MS Word]	[PDF]
Proposal Plan Meeting	[MS Word]	[PDF]
Resume Update Form	[MS Word]	[PDF]
Site Visit Report	[MS Word]	[PDF]
Style Guidelines for White Papers	[MS Word]	[PDF]
System Acceptance Form	[MS Word]	[PDF]
Test Record	[MS Word]	[PDF]
Training Course Evaluation Form	[MS Word]	[PDF]
Version Control Site History Record	[MS Word]	[PDF]

Links to More Free Templates

“The term template, when used in the context of word processing software, refers to a sample “fill-in-the-blank” document that can be completed either by hand or through an automated iterative process, such as a with a wizard. Once the template is completed, the user can edit, save and manage the result as an ordinary word processing document. Word processing templates enable the ability to bypass the initial setup and configuration time necessary to create standardized documents such as a resume. They also enable the automatic configuration of the User Interface of the Word processing software, with features such as autocompletion, toolbars, thesaurus, and spelling options.”

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There are two major types of business models that entrepreneurs use to make money blogging.

The first and most common way to turn a blog into a profit making machine is to sell advertising to different companies and brands who want to reach that blog’s readers.

The second kind of money making blog is one that helps a single brand improve its image by creating positive associations between the blog and the product in the mind of consumers.

Both kinds of blogs can make a lot of money, especially if the creator has a keen mind for marketing. If you are blogging with the goal of selling advertising, there are two basic ways that you can go about recruiting sponsors who want to put ads on your site; you can let someone else do all of the legwork, or you can do the work yourself and keep all of the revenue.

Within the first group, many people make money blogging by selling space through Google’s AdSense program. The advantages of this program are numerous, as it requires very little effort on the part of the blogger or webmaster to begin raking in profits. However, most people discover that they make less money through this method than they had hoped that their blog would earn.

Selling advertising directly to companies who want to put banner ads or sponsored links on your blog can take quite a bit of time, but it is often fairly lucrative.

If you have a lot of contacts in industries that are related to the topic of your blog, you may want to try to go this route. People who have a strong background in sales and are experienced at pitching proposals can make quite a bit of money by renting blog space to interested companies. The most serious problem with this model is that you often have to build quite a sizable readership before you can attract advertisers, which can mean that you have to do several months of work before you start to make money blogging. As blogging becomes a more and more lucrative business, a lot of established companies are considering how they can get into the action. One way that companies are capitalizing on the blog movement is by having blogs that provide a kind of friendly face for their corporation.

Often, a company will employ an established blogger to create a weblog designed specifically to appeal to that company’s customers and to create positive associations with the brand in consumers’ minds.

More than one writer who never even dreamed that he or she could make money blogging has been approached by a company and offered quite a pretty penny for this kind of writing.

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If a Word file crashes, you can still recover some of the text by using the Open and Repair feature.

1. Click File, Open.

2. Navigate to the folder where the file was saved.

3. Select the file you want to recover.

4. Click the arrow next to the Open button, and then click Open and Repair.

This opens the Word document and allows you to extract text from the file. Once you have this, you can use it to rebuild your document.  

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Tech Writers involved in writing long, structured documents may want to download the latest version of Adobe FrameMaker 8.

Unicode support – All features in FrameMaker, such as find and change, markers, hypertext, and catalog entries, support Unicode. Export to PDF with Unicode bookmarks, tags, and comments. Import or export Unicode content from other applications.

Enhanced conditional text features

• Color button for defining a new color for a condition tag.
• Visually distinguish text with multiple condition tags.
• Build Boolean expressions with complex combinations of condition tags.

Structured authoring is improved:
XML roundtripping is enhanced to preserve XML comments as markers. System variables and Processing Instructions (PIs) are also roundtripped.
Import element formatting from CSS into DTD, so you can ensure consistent formatting across different XML applications.

• Support for single-sourcing workflows lets you filter structured documents.
• Filter structured documents based on attribute values using complex Boolean expressions.
• Track ext edits made in a document. The added and deleted text are highlighted for visual distinction.
• Navigate through the edited sections and accept or reject specific changes.
• Preview the document to see its original or final state.

The changed information is preserved in the XML roundtrip.

DITA

In-built DITA application pack and a DITA menu, facilitate DITA authoring. You can generate a FrameMaker document directly from a DITA Map. You can use the standard FrameMaker features while authoring DITA content.

3D workflows (Windows® only) lets you insert 3D objects (U3D format) in FrameMaker 8 documents only. Set parameters, such as default view, rendering mode, background color, and lighting scheme for the 3D object. Publish the document in PDF with active 3D models. The 3D objects are preserved in the XML roundtrip.

Create SWF files (Windows only), such as Adobe Captivate® movies. The SWF object is preserved in the XML roundtrip.

Specify HTTP file path support (Windows only) to import graphics into a document, either by copying or by reference. The HTTP path is preserved in the XML roundtrip.

WebDAV support is extended to allow authoring and editing of XML files located on the web-based Distributed Authoring and Versioning (WebDAV) server.

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ReSize lets you quickly resize images and convert files into different image formats while maintaining the proportions and much of the quality of the original image.

ReSize key features:

·    Supports a variety of image file formats including Windows bitmaps, SHED graphics, GIF, and JPEG images.

·    Allows you to perform multiple resizes in a session while maintaining the quality and resolution. You won’t find a significant change in quality because ReSize bases each new size on the original image file rather than on the last resized image.

·    ReSize also works with RoboHelp to eliminate many of the steps you may have previously used to insert image files into your Help projects. 

With ReSize, you can:

·    Convert image files from any supported format to another.

·    Resize images by dragging sizing handles.

·    Resize images by entering pixel values or percentage values.

·    ReSize SHED graphics and retain any hotspots you have already defined.

·    Fix the resolution of SHED graphics. so they are displayed at the same size (horizontal pixels and vertical lines) on any monitor.

·    Perform color depth conversions. for 24-bit (16 million), 256-color, and 16-bit color so your images use the optimal color values and hues across Windows platforms and on any kind of monitor.

·    Restore an image to the last saved attributes.

More at: www.shrinkpictures.com

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Glide Write is designed for writing, editing and sharing documents from your PC or mobile device. Glide Write features tightly integrated email, project management and live conferencing capabilities.

"With the emergence of ultra mobile computing devices, efficient use of screen space is critical," said TransMedia Chairman and CEO, Donald Leka. "Glide Write’s user interface was designed to provide a bigger sweet spot for creating your documents and to support touch screens. This makes for a much improved user experience particularly on smaller laptops, Ultra Mobile Personal Computers (UMPCs) and Mobile Internet Devices (MIDs).

Glide Write documents are also accessible for viewing and editing on your smart phone at http://www.glidemobile.com.

• Email documents with assigned rights
• Share documents with assigned rights in project management environment
• Share documents with assigned rights in video, audio and text chats
• Non-destructive collaborative editing for an unlimited number of participants

"The Glide OS effectively provides all the benefits of cloud computing without giving up the functionality that we have become accustomed to in traditional software," said Mr. Leka. "Pure browser based plays like Google Gears provide the ability to take browser based applications offline but the browser is simply not designed to support complex software applications."

"The fact that Glide has a data-centric strategy rather than an application centric approach has made it possible to push and pull data to and from virtually any device online and offline," said Mr. Leka. "Without the constraints of legacy software or conversely the limitations of the browser, the Glide data-centric model, synchronized, compatible and mobile with integrated local and online productivity applications is well positioned to be the mobile OS and application platform of the future."

http://www.GlideOS.com

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XMLSpy lets you edit and process a variety of XML and other text documents, import/export from XML documents (including to and from databases), convert between XML documents and other document types, link different types of XML documents in projects, process documents with the built-in XSLT 1.0 processor, XSLT 2.0 processor and XQuery 1.0 processor, and generate code from XML documents.

XMLSpy provides a graphical editing view of XML documents, enabling you to enter data into an XML document as they would into a wordprocessor-type application.

Key features:

Edit XML documents in multiple editing formats – Edit XML documents as plain text, in a hierarchical table format, or in a graphical WYSIWYG view. The Browser View enables you to directly view XML documents associated with an XSLT stylesheet and HTML documents.

Well-formedness checking and built-in validator – All XML documents are checked for well-formedness when you change views or save the file. XML documents can also be validated if a schema (DTD or XML Schema) is associated with the XML document. Other types of documents are also checked for errors in syntax and structure.

Structural editing features – In Text View, features such as line-numbering, indentation, bookmarks, and expandable and collapsible elements help you to navigate your document quickly and efficiently.

Intelligent Editing – When typing, pop-up menus containing the elements, attributes, and enumerated attribute values allowed at the cursor point appear. Also, the correct closing tags are automatically inserted when you complete opening tags, and attributes selected from the pop-up menu are inserted with opening and closing quotes. Configure XMLSpy to automatically insert mandatory elements and/or attributes when an element is inserted.

Schema editing and management – The graphical Schema/WSDL View simpligies the creation of XML Schema structures, syntax, and design principles. Create DTDs that can be checked for correct syntax, plus convert between Schemas and DTDs, and generate documentation.

Built-in XSLT 1.0 and XSLT 2.0 processors – These are compliant with the relevant W3C drafts, enabling you to transform XML documents directly from within the IDE using either XSLT 1.0 or XSLT 2.0 stylesheets, and to debug XSLT stylesheets using the XSLT Debugger.

Built-in XQuery 1.0 processor – This enables you to execute and debug XQuery documents directly from within the IDE.

Transformations of XML documents – Transform XML documents either with the internal (built-in) XSLT processor or with an external XSLT processor. To generate PDFs from within the IDE, just specify an external FO processor, and also transform XML to PDF with a single-click after specifying the XSLT stylesheet to use.

XPath Evaluation – For a given XML document, this feature lists the sequence (or nodeset) returned by an XPath expression. Useful if you are creating an XSLT stylesheet and want to evaluate an XPath expression for use in it.

XSLT Debugger for XSLT 1.0 and XSLT 2.0 -  This runs the XSLT stylesheet to be debugged on an XML file. Output is generated step-by-step for each step of the transformation.

XQuery 1.0 Debugger – The XQuery 1.0 Debugger is compliant with the XQuery 1.0 W3C Working Draft of 23 July 2004. It is similar to the XSLT Debugger, and can be used to debug XQuery documents.

XML project management – Organize related files into projects that are displayed as trees. A project can consist of schema files, XML data files, transformation files, and output files. Set project-wide or folder-wide specifications, such as the schema file to validate with or the transformation file to use.

Authentic View - Use this view to enter data into the XML document as you would in a word processor. The StyleVision Power Stylesheet that is used to specify the formatting of the XML document in Authentic View and how the data is input is created in Altova’s StyleVision product.

Database import -  Import database data as an XML file and generate an XML Schema file to correspond to the database structure. Import of the following databases is supported: MS Access, MS SQL Server, Oracle, MySQL, Sybase, IBM DB2.

Comparing XML files (differencing) – Use this to detect differences between two XML files. Set a variety of options to configure the comparison, such as ignoring the order of attributes or child elements, whether entities are resolved or namespaces ignored.

Visual Studio .NET integration – Integrate XMLSpy into your Visual Studio .NET environment. Just download an executable from the Altova website and run it.

More at: www.altova.com

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To change the save interval for automatic file recovery:

1. On the Tools menu, click Options, and then the Save tab.

2. Select the Save AutoRecover info every checkbox.

3. In the minutes box, specify how often you want Word to save files. 

More tips at: www.klariti.com

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New York Times writer Julie Morgenstern offers tips on how to declutter your work life.

Morgenstern provides the following advice on time management:

1.  Consider the time a task will take.

Conduct a fair estimate of the time it takes to complete any one task. Having too many items on a to-do list can make one feel overwhelmed. Many individuals underestimate the time it will take to do any one task, throwing off the remainder of the day’s activities and leaving little room for other tasks.

2.  Group similar tasks together.

Individuals can sustain balance and save a great deal of time by grouping similar tasks. For example, those who do their best work in the morning should spend the morning on tasks that are more challenging, performing less demanding tasks in the afternoon when their energy is lower.

3.  Create a daily or weekly time log.

Organizing the day helps ensure balance in life. Keeping a solid daily record of what is being done helps manage time and increase efficiency. It is not as important how one keeps track of the time, but rather that the time is actually tracked.

4.  Control interruptions.

It is easy to get distracted by e-mail or take too many coffee breaks. Many people waste time with administrative tasks rather than focusing on work that helps the bottom line. The key is to communicate with team and family members when you need to focus, and set realistic expectations.

5.  Look at ways to reduce workload and practice the "Four D’s."

It is easy to undertake more work than can be handled. Take a hard look at all the tasks, and practice the Four D’s: delete, delay, diminish and delegate.

When looking at an item in the workload, ask if this is something that must be done, if it can be delayed, if there is a faster way to complete it, or if someone else can complete it.

Morgenstern’s seminar is available at http://www.officeliveseminars.com.

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Tech Writing Managers might be interested in Adobe Technical Communication Suite 1.3, its dedicated solution for authoring, managing, and publishing instructional information from technical documents and books to online help systems in multiple formats and languages.

• Bring technical communications to life and create more effective and interactive instructional content with support for 3D, Adobe Flash®, XML, and DITA.
• Author and publish instructional information, technical content, and user assistance systems in multiple languages and formats, including XHTML, HTML, XML, SGML, Adobe FlashHelp®, WebHelp, Adobe PDF with interactive 3D models, Flash, and more.

FrameMaker 8 and RoboHelp 7 integration

Reuse and leverage your FrameMaker documents in a RoboHelp project.  RoboHelp 7 can import multiple FrameMaker file format types (.fm, .book, .mif, .bk or .frm). In Adobe Technical Communication Suite, you can add FrameMaker files as live links (e.g. create new file, link by reference or copy the file) to a RoboHelp project.

Adobe Captivate 3 integration with FrameMaker and RoboHelp
Create, edit, and import simulations, demonstrations, and show-me movies created with Adobe Captivate.

3D model preparation and manipulation with Acrobat 9 Pro Extended
Use the powerful 3D toolkit in Acrobat 9 Pro Extended to view, edit, and insert 3D models in Adobe PDF files created with FrameMaker. Anyone can view 3D content with free Adobe Reader® software. Now you don’t need expensive CAD software to add 3D models to instructional materials.

Interactive Presentations with Adobe Presenter
Use Adobe Presenter to liven up your slides with video, voice-over, demos, and interactive quizzes, then output to PDF for easy sharing.
Create Adobe PDF files to share and review information, and access an Adobe Connect™ web conference directly from FrameMaker, RoboHelp, Acrobat 9 Pro Extended, or Adobe PDF documents.

More details here: Adobe Technical Communication Suite 1.3

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Experienced Technical Writer required for contract in Paris, France.

• 2+ years of strong commercial technical document writing experience.
• Fluent English speaker is essential for the role in question and although French would be beneficial it is not essential as the Paris office is fully English speaking.

http://www.eolas.ie/jobdetails.php?reference=EW6333

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SAP is looking for a technical writer to join its Knowledge Management team in Montreal.

• Create documentation for new business concepts (in close consultation with software developers)
• Create system documentation
• Create training, marketing, and roll-out material, as well as material for SAP’s Intranet and Extranet (SAP Service Marketplace)
• Deliver training courses for SAP employees and customers

http://www.sap.com/uk/about/careers/index.epx

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IBM Tivoli has a vacancy for an Information Developer to work in its Cork office as a member of a small global team of writers who produce customer facing technical information / documentation for the Tivoli Provisioning and Optimisation software product area. This person will need the ability to learn the functionality and underlying technology of the product and the skills required to use the IBM authoring tools and ID WorkBench / DITA structure.

Preferred

* Bachelor’s Degree in Information Technology
* At least 2 years experience in Task based information development
* At least 2 years experience in XML / SGML Authoring Tools (Epic Editor) / IDWorkBench (DITA)
* At least 3 years experience in Framemaker / Online Help Tools (RoboHelp etc.) / Acrobat Distiller
* At least 3 years experience in Graphics Tools particularly CorelDraw, Adobe Photoshop, Visio
* At least 1 year experience in Unix and XML experience

More Details

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Development of Technical documentation for Web based products / applications. Preparing Product Manuals, User Guides, and Online-help documents using IBM specified Information Development workbench.Strong technical knowledge in Web based products / applications with a good grasp of Technical terminology, proficiency in English language and documenting skills, expertise in preparing Product Manuals, User Guides, and Online-help documents.

• English language writing skills (US English)
• Development’s of Technical documentation for Product including online help, Content review and editing
• Applied SOA, Web Services, XML

http://www-03.ibm.com/employment/us/fi_search.shtml

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