Writing Clear Policies and Procedures with Playscript
J. Richard Fleming CMC
The Playscript procedure writing style is widely known
for its plain language, content organization, readability
and usability for all kinds of audiences. Developed by
Leslie Matthies over 40 years ago, Playscript has been
used by hundreds of leading (and other) organizations
worldwide as their procedure standard. Major consulting
firms have trained their professional staff in its use as a
primary work process documentation technique.
Extending several of Playscript’s design elements to
policy writing provides an organization with policies and
procedures that have a uniform look and feel. A leading
publisher recently did this, using Playscript as the style
model for their commercially produced Controller's
Policies and Procedures Manual.
OVERVIEW
Policies and procedures (P&P) often use common
elements to communicate, as do other documents.
Policies and procedures are unique, however, in their
subject matter. They are about operating practices for
organizational performance.
The Playscript (1) procedure writing style is known
throughout the world for its plain language
characteristics and excellent readability. The publishers
of the Controllers Policies and Procedures Manual, (2)
already familiar with Playscript, wanted a uniform "look
and feel" for their publication. They needed a working
model and guidelines for use by ten subject matter
experts (SMEs) to develop 45 policy and procedure
sections of the manual. The publisher contracted with
the author to architect the P&P style model, with
examples, and to provide content development
procedures for the contributors.
The Controller’s Manual uses Playscript for its
procedure and policy style model using a number of its
design elements to achieve the uniform appearance,
clarity and readability desired for its target audience.
COMMON ELEMENTS OF
POLICIES AND PROCEDURES
There are several writing and format elements common
to the development and presentation of policies and
procedures.
Use Plain Language
The English language is very complicated. Its structure
is not always precise; its variety is not always logical.
Writing policies, procedures and other kinds of
instruction requires plain language, clear and correct.
What is needed is not great writing for the ages but
simple writing that helps people to do their job or
obtain direction. It should, however, be good English.
Make It Easy to Find Information
The writing style for policies and procedures is meant to
tell people who are “reading to do,” who are skimming
and scanning the material to quickly get the answer to
the issue of immediate concern to them (i.e., what is the
policy . . or . . how am I supposed to implement my
piece of the policy?).
Use Margin Caption Format
Policies and procedures need to provide a consistent
visual format and framework for the reader. Playscript
innovated the use of the margin caption or two-column
format, also known as the action format.
LEFT RIGHT
The margin caption format permits pages to be read
vertically using a skim & scan reading strategy. The
reader is able to move quickly down the left margin to
find the caption of a topic of interest, and then move the
eye to the right to digest the needed information.
• Policies use the left column for headings or labels
and the right column for text and graphics.
• Procedures use the left column to identify the actor
and the right column to describe the action being
performed.
Use Common Writing Styles
Recommended P&P writing styles include:
• Action writing, based on the Playscript procedure
writing style.
• Structured writing, popularized by Information
Mapping, Inc. (3), which extends the two-column
format of Playscript beyond procedures to other
forms of written communications (4).
A common element in each of these styles is that the
writer takes on more of the interpretive work than does
the reader. Each of these methods predigests the
information and uses graphics and page formats to
present the content most clearly. Headings, bolding,
and other layout and typographical devices are used to
make the text more understandable.
Use Performance Orientation
Policies tell readers “what to do” and procedures tell
them “how to do it,” at a high level. The writing is
oriented around actions not terms. Performance
orientation focuses on the duties and tasks a user is
expected to perform and the information needed in
order to perform them.
Note: Low level work or operator instructions, unlike
procedures, provide detailed, step-by-step instructions.
Use Numbers, Letters and Bullets
Use numbers only in steps in a policy or procedure. Use
simple Arabic numbers (1., 2., 3., 4., etc.) to show the
main sequence. For sub-steps in the main sequence,
indent and:
• add a lower case letter, such as a) or b), to indicate
an action sequence or if a bulleted list doesn’t
sufficiently denote priorities or orders of
importance.
• add a bulleted list to indicate a random order.
Note: Over-numbering is more distracting and
confusing to the reader than it is useful.
Use Consistent Tools of Emphasis
Readers of directions (policies and procedures) often
overlook key words which signal abrupt turns in the
logic of a sentence.
To improve readability, consistently CAPITALIZE . .
underscore . . italicize . . and/or bold significant words
or ones that change the meaning of the whole sentence,
such as:
Not . . If . . Except . . Unless
Note: Overuse of these readability enhancement
techniques can be counter-productive.
USE STRUCTURED WRITING
FOR POLICIES
Overview
Structured writing uses blocks of text to make material
bite-sized and it uses side labels to enable readers to
quickly find information.
Use Concept of Blocks
Present information in visible blocks that are outlined.
This makes information bite-sized and localizes all the
information on one topic or aspect of a topic in one
physical place.
Use Left Side Labels
Structured writing’s use of left-hand column labels
coincides with research that suggests that the left half of
the page has strong influence on reader attention. It can
speed retrieval of information and improve readability.
Use an Overview
Overviews are used at the top of each page. Their
function is to familiarize audiences with the nature and
importance of new ideas, to relate new ideas to
previously discussed concepts, and to provide a
transitional and cohesive element to entering a page.
Use short blocks and chunks. Within a page, many
blocks are preferable to one long block. Within a
block, many chunks of information are preferable to one
long chunk. Break up longer blocks and chunks of
information.
Use Integrated Graphics
Liberally use tables, illustrations, diagrams and other
visual effects as an integral part of P&P writing.
POLICY EXAMPLE
USING STRUCTURED WRITING
Policy No. 103, Issue No. 3
Date
Policy Perspective
Policy
Policy Guidelines
Business Expenses Business expenses are:
Employee Related
Expense Guidelines
Cash Advances
PROCEDURES ACTIVATE
POLICIES
The procedure is linked to the policy.
Policy
WHAT
Policies tell employees the "what"; procedures tell
employees "how" to go about doing it.
Travel and Entertainment
Business travel and entertainment comprise reasonable activities
conducive to the transaction of Company business. Employees
traveling and/or entertaining on behalf of the Company have a
stewardship responsibility regarding the use of Company funds.
Reasonable, actual business expenses incurred by employees for
the purpose of conducting business on behalf of the Company
will be reimbursed upon approval by the employee’s manager.
Employees are not authorized to approve expenditures that they
have initiated or incurred.
Advances and business entertainment expenses shall be reported
using the Travel and Entertainment Expense Report. Original
receipts are required for an individual expenditure of $25 or more
(receipts for lower amounts may be required by local policy);
photocopies are not acceptable.
The employee and the employee's manager must sign Travel and
Entertainment Expense Reports.
o
o
Those that are necessary to the operations of the Company.
o
Those that benefit or advance the interests of the Company.
Subject to requirements of reasonableness.
o Use telephone and teleconferencing instead of travel for
o Reduce paper and copies though use of electronic mail.
meetings.
o Eliminate overnight mail whenever possible. Use overnight
mail only for essential or emergency mail.
o Cash advances are available via the Corporate Credit Card
through participating automatic teller machines (ATMs).
Procedure
and HOW
USE ACTION WRITING FOR
PROCEDURES
Overview
Action writing uses plain language and an action
framework to enable readers to easily follow
instructions on “how to proceed.”
Write Action Sentences (Active Voice)
An action sentence tells the actor (the reader) what to
do. First, name the actor (exact job or function title).
Then provide the action sequence number (number the
steps sequentially from beginning to end). Start each
sentence with an action word . . a verb. Then continue
with the action sentence.
Actor ⇒ Sequence Number ⇒ Action Word
Note: The action is stated in imperative sentences,
which are useful for giving directions or commands.
Use Straight Order
Straight order means that you first write the subject.
Then you write the verb. You end your sentence by
writing the object.
Subject ⇒ Verb ⇒ Object
Note: Writing action sentences usually results
automatically in straight order sentences.
Use Present Tense
Write your verbs in the present tense. Examples:
sends . . approves . . requests . . distributes
Writing in either the second or third person is
satisfactory. This positions readers to view the
procedure in the context of their current involvement
(vs. feeling somewhat removed).
Use Short Sentences
Make it short. Short is good! This improves
readability. A short sentence is anywhere from 3 to 20
words. You are writing to make the required actions
clear to readers with varying language skills and reading
comprehension levels.
Note: Writing action sentences usually results
automatically in sentences of 3 to 12 words.
PROCEDURE EXAMPLE
USING PLAYSCRIPT
Procedure No. AP 14
Version 2.4 Travel and Entertainment Expense Reporting
Responsibility Step Action
Employee 1. Prepares Travel and Entertainment Expense Report, Form
No. 8945:
a) Completes heading information.
b) Allocates and enters expense descriptions and amounts
in appropriate columns.
c) Adds columns and rows.
d) Cross-foots totals to prove calculations.
2. Tabulates expense receipts to prove to report totals.
3. Makes photocopy of expense receipts for own use;
attaches original expense receipts to Travel and
Entertainment Expense Report.
4. Signs and distributes Travel and Entertainment Expense
Report copies as follows:
• Original (with receipts), Second and Third Copy -
Authorizing Manager
• Employee Copy (with copy of receipts) - Self
Authorizing Manager 5. Reviews and approves employee’s Travel and
Entertainment Expense Report.
Note: All questions or discrepancies must be resolved
before the expense report can be approved.
6. Distributes Travel and Entertainment Expense Report
copies as follows:
• Original, with original receipts - Accounts Payable
• Second Copy - Authorizing Manager File
• Third Copy - Employee File
Employee 7. Makes additional photocopies of approved Travel and
Entertainment Expense Report ONLY (not receipts) as
required for Business and Project Managers with
budgetary responsibility for any of the employee’s travel
and entertainment expense items.
• Distributes approved photocopies to appropriate
managers.
• Files approved personal copy with receipt copies.
USE COMMON TOOLS IN
PREPARING POLICIES AND
PROCEDURES
Crafting Policies and Procedures
Using commercially available word processing systems,
such as Microsoft Word or WordPerfect or publishing
systems like FrameMaker, greatly increases the
flexibility of an organization to develop and maintain
current, accurate policies and procedures.
P&P templates distributed with discretion throughout an
organization, in combination with basic training in P&P
writing, can enable independent business units with
special knowledge of their processes to implement their
own departmental policies and procedures. The entire
organization’s P&Ps will have a uniform look.
Distributing Policies and Procedures
Advances in electronic documentation enable all kinds
of organizations, of any size, to inexpensively provide
the latest versions of their policies and procedures to all
employees - and to authorized outside organizations
where appropriate.
Innovations in computer-based multimedia document
formats, such as Adobe’s PDF (portable document
format), provide high quality paper documents without
concern for unauthorized revisions being produced.
Hypertext techniques enable a reader to hop, skip and
jump efficiently between policy guidelines and linked
procedures, work, task or operator instructions and form
fill action steps.
Similarly, infrastructure online delivery systems, like
local area networks (LANs), internal Intranets - and, of
course, the Internet - drastically reduce distribution
costs while ensuring that only the latest versions of
policies and procedures are made accessible to a
specific audience.
REFERENCES
(1) Matthies, Leslie H., The New Playscript Procedure,
Management Tool for Action, Office Publications,
Inc., Stamford, CT, Second Edition, 1977
(2) Controller’s Policies and Procedures Manual,
Warren, Gorham & Lamont - RIA Group, New
York, NY, 1998
(3) Information Mapping, Inc., Waltham, MA 02452
(4) Brockmann, John R., Writing Better Computer User
Documentation, From Paper to Online, John Wiley
& Sons, New York, NY, 1986, pages 113-124.
J. Richard Fleming
President
Management Matters, Inc.
240 Ocean Boulevard
Atlantic Highlands, NJ 07716-1724
(732) 291-0357
DickFleming@worldnet.att.net
Dick Fleming is a member of the Society for Technical
Communication (STC) and its Policies & Procedures
SIG. He is a Certified Management Consultant (CMC)
and a business process engineer with over 30 years
experience using Playscript on client assignments.
Mentored by Les Matthies, Dick is the authorized trainer
of Playscript in the U.S.