Writing Policies and Procedures

Why do we bother documenting processes, tasks, and events? What purpose does documentation serve?  And, if we’re going to do it, shouldn’t we do it right? What are the benefits of document management systems?

Your set of call center Standard Operating Procedures (SOP) contains standards for carrying out day-to-day activities. Documenting call center business processes is a good idea in any high-performing business, and it can help single departments run more efficiently. Why are call center standard operating procedures important?

Does your company lack structure when doing simple tasks? Are your staff members too dependent, seeing the need for them to be more self-reliant? Do you find yourself pondering streamlining the processes of your rapidly expanding company? Then you will begin to understand the question: why is it important to have standard operating procedures?

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Technical writing has always been an important domain for every business to take care of. But as the world changes and becomes more digitized, so has technical writing evolved over time. What makes a good technical writing?

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A policy sets direction by stating what an organization expects and why. A procedure turns that direction into repeatable steps that explain how, when, and by whom the work is done.

You need policies and procedures to communicate your goals; standardize behavior, processes, and results; train employees consistently; and identify what’s acceptable behavior and what’s not.

Where should you start when writing policies and procedures? Should policies come before procedures, or should it be the other way around?