The Quick and Easy Guide to
Instructions and Procedures

Both instructions and procedures, sometimes called technical documentation, describe a specific task in sequential steps. Usually, instructions are written in the imperative or command voice, while procedures are written in the neutral third person. Either way, the reader is looking for directions on how to do something. A complete set of instructions and procedures is called a document set. Often, this includes installation, operation and troubleshooting documentation.

Examples:

Skill Sheet for Handling Main Motions - Parliamentary Procedure
2002: 1040EZ Instructions (IRS) Click here to load Acrobat Reader.
Preparing a Poster Presentation (Las Alamos National Laboratory)

Writing Instructions and Procedures

Often, content is not the challenge in writing instructions. As the writer, you may know the procedure or will usually be able to research the procedure well enough to cover the required information. The challenge is to develop a set of written instructions that is clear and easy for any reader to use. There are some techniques that will help you write effective instructions:

Keep the language simple and direct. Remember to write in the active voice, using imperative second-person (for instructions) or neutral third person (for procedures). Avoid future tense and gender-specific language. Use position titles when appropriate.
Always write to your audience's technical level. While keeping language simple and direct, you should include expected technical language and acronyms. You may need to consider multiple audiences.
Describe any necessary parts, tools or equipment before giving the directions. This allows the reader to check his/her supplies before beginning the procedure.
List the steps sequentially. Using number lists (for ordered tasks) or bulleted lists (for unordered tasks) helps the reader find and follow the procedure. Begin with a line or lines of introduction for the tasks, e.g. "To install the software, follow these steps:", followed by your list. A vertical list is often easier to read than a horizontal list.
Emphasize tasks over results. Focus on what the user does, rather than what happens after the action. You can still list the reactions, but only after describing the user's tasks. One way to avoid confusion is to include a decision table or other tool along with the instructions.
Include visuals when appropriate. Combining text with visuals (figures, charts, tables) improves your documents readability. It also provides for the "visual learner" and international readers. Remember to title and label your visual, and refer to the visual in the text.
Use good technical writing technique. Standard techniques include forcasting (headings, transitional language, etc.), "chunking" or modular layout, consistent organization, correct formatting of visuals, etc.
Follow the standards expected/required by your audience. Along with the American National Standards Institute (ANSI) guidelines covering technical documentation, your company or client may adhere to professional standards for written instructions. If you are unsure what standards are required, ask.

Picking the Format that Fits the Audience

There are many different formats used in instruction sets. Each of these targets a particular audience with a specific level of task-related expertise. If you have done good audience analysis, you will be able to pick the appropriate format to ensure effectiveness.

Formats:

Documentation:	Audience:	Format:
User Manual	Novice	Step-by-step
Reference Manual	Experienced	Indexed/Alpha
Tutorial	Novice	Mini-lessons
Quick Reference Guide	Experienced	Indexed/Alpha
On-line Documentation	Novice/Experienced	Tree Structures (Topics)
Procedural Guide	Novice/Experienced	Step-by-step
Policy Manual	Novice/Experienced	Categories

You may have noticed that novice readers, not surprisingly, need to be led through the complete procedure. Experienced readers expect to refer to the documentation only as needed, picking topics that fit an immediate need. Some documents target both novice and experienced readers, who will each use the documents differently. Finally, regardless of audience, all technical documentation has contractual or legal elements, so complete and accurate information is needed in all formats.

WARNING: Writing Hazard Statements

Safety information is often required in instruction sets to protect people, property or both. To write a clear, effective warning, do the following:

Place the warning in the document near and before the hazardous tasks listed. Do not place them at the end of the document or on a page separate from the hazardous task description.
Highlight the warning using appropriate visual technique. Use hazard symbols, bold, color and other graphic and textual cues (e.g., boxes, callouts, etc.) to get the reader's attention. Combining a visual with short text is usually most effective.
Keep hazard statements direct, clear and accurate. Give reasons for caution, i.e., consequences of ignoring the warning. Keep messages short and to the point. Use active voice. Only give one warning per hazard statement.
Follow expected/required guidelines.

Hazard statements may use different terms to warn readers. Note, Caution, Warning and Danger each have implied levels of hazard. Note and Caution typically refer to information about property or use. Warning and Danger refer to personal safety hazards. But not all readers understand the differences. As the writer, ask yourself if the readers clearly understand the danger and how to avoid it.

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