Practical Playscript — 3rd Edition (2008)
by Robert Barnett
Table of Contents
Introduction to the 3rd Edition
The 3rd Edition has been revised and enlarged. Most of the old content remains but some has been rearranged to make it more logical. The most important change is the addition of new material on how to handle complex routing issues in procedures. This material is based on recent research in human communication.
Chapter 1 The role of procedure manuals
What the book deals with
Why have a procedure manual?
People who use procedure manuals
functions of a manual
Chapter 2 Content of procedure manuals
Corporate policy
System objectives/narrative
Procedure/Task objectives
Form usage specifications
Supplementary data
Index and table of contents
Putting the facets together
An overview of Playscript
The advantages and uses of Playscript
Establishing and clarifying responsibility
Getting agreement
Helping management
Simplifying writing
Forcing brevity
Simplifying the finding of information
Providing a uniform format
Handling non-routine procedures
Linking procedures
Training new employees
Providing an effective audit trail
A system for any organisation
Suitability for on-line documentation
Chapter 3 Rules of structure
Changing the format
Procedure versus other material
Using a standard layout form
Procedure layout
Highlighting verbs
Verb tense
Combining actions in one step
Sequence of steps
The starting point
The work cycle
Subroutines and side channels
Gaps in the action sequence
Including functions/policy
Signatures and initials
Chapter 4 Subroutines and side channels
Rules for handling
Short side channel involving one person
‘Short side channel involving more than one person
Two short side channels with multiple steps
Major branch into two separate activities
Referring to a separate procedure
Switching out to a separate procedure
The rare problem exceptions
Choices within a choice
Handling multiple decisions
Chapter 5 Task outlines
The basic structure
How does the person start?
What steps are necessary to complete the task
Are there any standards that have to be followed?
Multiple-choice decisions
Special timing requirements
How does the person know when the task is finished?
What happens to the resylts of the work?
Showing form completion details
Including a technical explanation
Chapter 6 Writing style
Empathy for the reader
Start with a clear structure
Put the content in the right sequence
Keep foreign matter out of the procedure
Write for the reader’s work environment
Use the reader’s language
Use simiple, logical sentences
Avoid confusing punctuation
Use active voice and present tense
Use direct language
Writing procedures as part of a team
Slanting language to one department
Chapter 7 The writing cycle
What makes up a procedure?
Follow the action
Concentrate on the main workflow first
Writing the procedures
Preparing a writing outline
Preparing and editing a rough draft
Review and test
Rewriting exstiing procedures in a new format
Writing procedures for a new system
Documenting current unwritten procedures
Chapter 8 Usability testing
Some common approaches to testing
Observatioonal usability studies
The size of the study
Problems you may encounter
Hopw to conduct the usability study
Chapter 9 Implementing Playscrit
Teaching users about Playscript
Teaching users about a new procedure or a change
Gaining acceptance
Encouraging revision
Manual production
Making changes
Appendix 1 Suggested reading List
Appendix 2 Decision tables
Appendix 3 Subject index