Effective Policies & Effective Policies & Procedures ManualsProcedures Manuals

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Policy vs. Procedure?

Policy is a philosophical statement, for example:– “Our policy is that we do not accept cash bills over

$20.”

Procedure is a how-to instruction, for example:– “If the customer hands you a $100 bill, please ask if

he has an alternate form of payment, such as a $20 bill, credit card, or personal check.”

Chapter Organization

Each chapter should include: Date last revised Authority person Personnel involved Policy statement Step-by-step procedures Examples Illustrations

Manual Organization

Manual should include: 3 to 7 major sections 3 to 7 chapters in each section Cover page Table of contents Index Glossary Appendix of resources List of forms and reports

PublishingChoices: Hard copy (paper) Word document (can change) PDF document (can’t change) Online as html help file

Consider: Audience Speed of publishing Online skills

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