By Dana P Skopal, PhD

Organisations and workers need policies and procedures as written documents. But who reads them? Bosses and workers want to know what needs to be done and how to do the work safely. Yet, it seems many workers do not read all of the organisation’s policies and procedures.

If a document is written clearly, a worker can understand the policy and follow the procedures. If a policy document is set out in sections, clearly marked who needs to know which relevant section, then that knowledge transfers into well-informed workers. We cannot avoid policies and procedures, so take a step back and make your organisation’s written policies and procedures effective.

First, speak with senior managers to ensure that the policies comply with relevant legislation. Then write summary pages for the staff and stakeholders, leaving the detailed policy sections for management. Staff will read a clear one or two page document that explains the rationale for the systems and procedures.

Secondly, management can give staff logical procedures by adopting information design techniques when setting out the information. Place information into logical sections, and provide summary formats so that staff can easily understand the big picture. By layering the details behind each main section, staff can then locate the finer points when necessary.

This layering approach is even referred to by the Office of the Australian Information Commissioner when explaining steps to make the audience aware of a privacy policy (http://www.oaic.gov.au).

Be smart when you set up your policies and procedures. Understand your readers’ requirements and make the documents easy to navigate. Well-informed staff can become safe and efficient workers.

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