The document discusses communicating policies and procedures. It begins with introductions of Raymond Urgo, an expert in policies and procedures, and Maxwell Hoffmann from Adobe. The document then previews part one of a webinar by Urgo on common mistakes organizations make regarding policies and procedures and how to avoid them. It discusses the first six mistakes, which include having limited coverage of topics, information that is not useful, expecting one approach fits all situations, assuming packaged procedures can always be used as is, and not combining training with policies and procedures. It promotes Urgo's consulting services and resources for policies and procedures.

1. 13 Common Mistakes about Communicating Policies & Procedures
Information
…and How to Avoid Them
Raymond E. Urgo | Principal | Urgo & Associates | rurgo@urgoconsulting.com
Maxwell Hoffmann | Adobe Product Evangelist | Twitter @maxwellhoffmann | mhoffman@adobe.com
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

2. About Adobe Systems, Inc.
Adobe Systems (Facts)
• Founded December 1982
• 2012 Revenue - $4.216 billion (11% growth)
• Adobe changes the digital world through the
creation of beautiful and powerful images,
video and publishing applications.
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 2

3. Your Webinar host
Maxwell Hoffmann
Adobe Product Evangelist, Tech Comm Suite
Former Product Manager and Sales Training Director
for Frame Technology
15 years in translation industry, working on
“whatever documents walked through the door”
Trained over 1,200 people in hands-on,
scalable publishing solutions
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 3

4. About Raymond Urgo (Mr. P&P)
• Age 7: Wrote neighborhood club rules,
played telephone company
• Age 27: Methods & Procedures Analyst,
New York Telephone Company
• 1993: Founded Urgo & Associates,
management consultancy in P&P
• Professional career mission: To define
and promote P&P Communication as a
discipline and a way to transform
organizations
Copyright 2012 Raymond E. Urgo

5. 13 Common Mistakes about Communicating
13 Common Mistakes about Communicating
Policies & Procedures Information
Policies & Procedures Information
…and How to Avoid Them
…and How toof 2] Them
[Part 1
Avoid
[Part 1 of 2]
Raymond E. Urgo
Urgo & Associates
www.urgoconsulting.com
Copyright 2012 Raymond E. Urgo

6. Preview of Part 1 of 2
for Today’s Webinar
6 of 13 common mistakes and how to avoid them
• Understanding the Use of
Policies & Procedures Information (#1 and #2)
• Approaches to Developing
Policies & Procedures Information (#3 thru #6)
Free P&P resources AND a Special Offer!
Copyright 2012 Raymond E. Urgo

7. Teach vs. Think
I cannot teach anybody
anything,
I can only make them
think.
Socrates
(469 - 399 BC)
Athenian Philosopher
Copyright 2012 Raymond E. Urgo

8. Mistake #1:
Limited coverage of subject areas
Assuming policies and procedures
are about an organization’s
employment practices only.
Copyright 2012 Raymond E. Urgo

9. Avoid Mistake #1:
Limited coverage of subject areas
Realize possibilities with P&P
Examples
• Unlimited subjects/needs -- Property management
-- Accounting
• Hidden, scattered, silos -- Purchasing (procurement)
• Different names -- Mystery shopping
-- Hospital operating room
• Informal (tribal) to formal -- Financial investments
• Uncontrolled to controlled -- University registrar
-- Information technology
• Zero or more people/ -- Opening charter schools,
groups managing P&P branch offices, chain of stores
Copyright 2012 Raymond E. Urgo

10. Mistake #2:
Having information that’s not useful
Assuming that P&P is merely
paper-based information that is
stored in binders collecting dust
because no one ever uses the
information.
Copyright 2012 Raymond E. Urgo

11. Avoid Mistake #2:
Having information that’s not useful
What to do
• Plan a P&P program/function
• Implement P&P content
development process
• Adopt a documentation
methodology
• Develop single-source content
and for online use
• Combine use of content for
P&P and training
Copyright 2012 Raymond E. Urgo

12. Mistake #3:
Expecting one approach fits all
Assuming there is only one
right way to invest in
policies and procedures
communication.
Copyright 2012 Raymond E. Urgo

13. Avoid Mistake #3:
Expecting one approach fits all
What to do
• Remember your P&P situation You can't solve a
and needs are unique problem with the
same mind that
• Determine where you are now created it.
and need to be
• Determine level and type of Albert Einstein,
commitment and resources Theoretical
physicist,
• Take caution on self-learning, philosopher,
P&P books, and P&P case- author
study talks (1879-1955)
• Seek advice of a P&P specialist
Copyright 2012 Raymond E. Urgo

14. Mistake #4:
Expecting that packaged procedures
are always useful
An organization purchases
packaged policies and
procedures from a vendor to be
used “as is” or
modified “as needed”.
=
Copyright 2012 Raymond E. Urgo

15. Avoid Mistake #4:
Expecting that packaged procedures
are always useful
What to do
• Know the two types available
• Know the usefulness of content
• Know the usability of content
• Prepare to modify, administer,
promote, and maintain
• Be flexible to change to model
• Know expected value or ROI
Copyright 2012 Raymond E. Urgo

16. Mistake #5:
Not combining training and P&P
An organization
maintains two sets of
policies and procedures
information: one for
training and another for
on-going reference.
On-going
Training
reference
Copyright 2012 Raymond E. Urgo

17. Avoid Mistake #5:
Not combining training and P&P
What to do
• Focus investment as organization’s training curriculum
• Apply principles of instructional design and performance-
based communication
Benefits
• Users prefer one set
• Less chance of
conflicting information + =
Training
• Less content to and
develop, store, On-going On-going
Training reference
reference
access, and maintain
Copyright 2012 Raymond E. Urgo

18. Mistake #6:
Having multi-source documents
An organization develops its
P&P information in a short document
(one to several pages) on a given subject
or standard as needed, assigns a number
to it, and then files it in a binder.
These documents may reside together;
they just don’t relate, match, and fit together.
Copyright 2012 Raymond E. Urgo

19. Avoid Mistake #6:
Having multi-source documents
What to do
• Create an information plan
• Create manuals not binders
Information
matches, relates,
• Create libraries of topics that fits, and resides
together
begin and end together
comprehensively
(beginning to end)
Benefits: Less redundancy; easier to under the same
plan.
access, find, understand, and maintain;
and offers greater value (ROI)
Copyright 2012 Raymond E. Urgo

20. Preview of Part 2 of 2 of this Webinar
June 14, 2012
Seven more common mistakes and how to avoid them
• Process for Developing P&P Information (#7 and #8)
• Standards for Developing P&P Information (#9 and #10)
• Talents for Developing P&P Information (#11, #12, and #13)
Copyright 2012 Raymond E. Urgo

21. Urgo & Associates
Policies & Procedures Consulting Services
• Provide assessments and strategic advice
on P&P programs and resources
• Lead P&P content development projects
to simplify complex practices and content
• Teach and mentor in P&P Communication
• Advise P&P product and service providers
in the P&P Marketplace on trends
Copyright 2012 Raymond E. Urgo

22. Urgo & Associates
P&P Resources and Special Offer
Free P&P resources at www.urgoconsulting.com
• Articles, book reviews, white papers, presentations
• Award-winning e-newsletter
The Policies & Procedures Authority
Special offer !
Complimentary consultation (first 10 requests by email)
Contact information
Raymond Urgo rurgo@urgoconsulting
Urgo & Associates www.urgoconsulting.com
323-851-6600
Copyright 2012 Raymond E. Urgo

23. Other Limited time upgrade promotion: ends June 15th
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© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 23

24. Question And Answer Time
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 24

25. Contact Information
Information
Raymond E. Urgo LinkedIn http://www.linkedin.com/in/raymondurgo
Principal Email rurgo@urgoconsulting.com
Urgo & Associates Web http://www.urgoconsulting.com
1616 N. Fuller Ave., #428 Phone +01 323-851-6600
Los Angeles, CA 90046-
3893
Maxwell Hoffmann Blog blogs.adobe.com/techcomm
Adobe Systems, Inc. Blog blogs.adobe.com/mbhoffmann
Product Evangelist Twitter twitter.com/maxwellhoffmann
Twitter twitter.com/AdobeTCS
Email n
mhoffma @adobe.com
Web www.adobe.com
LinkedIn www.linkedin.com/in/maxwellhoffmann
Facebook As Maxwell Hoffmann
Facebook As Adobe Technical Communication Professionals
Group
Calendar of upcoming eSeminars: http://adobe.ly/xdzOYa
Previously recorded eSeminars: http://adobe.ly/qo3pzc
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 25