ABSTRACT
From design and development to delivery, all involved parts and components must work together, as effectively as possible, at every step. Will your customer (reader/user) be happy? When writing procedures or guidelines, do you have the “delivery” phase in mind?
Words do not say things, they DO things. Every communication interaction is unique in terms of purpose, context, mode of communication, and audience (people) involved. Policies show us what, while procedures show us how to do things. A Standard Operating Procedure (SOP) needs to be carefully reviewed to ensure it is complete, clear, concise, and valid in order to ensure full compliance and avoid further finger-pointing that would bog the organization down.
Sticking with simplicity, being a word miser and a word master, getting specific and meaning what you say and saying what you mean are equally important.
