David sless astc conference cri standards 2019.v4

© C R I 2 0 1 9
Standards for public documents 
David Sless
ASTC Conference 2019
CRI
‘When we received this presentation proposal
from Professor David Sless, the immediate
reaction was: “Standards are fine, but how do
you manage to convince people that they're
needed?”
So David is going to give us some case studies
on how it can be done. Every technical
communicator surely has an interest in this
subject!’
Extract from the conference program
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© C R I 2 0 1 9
David Sless
CRI
CRI projects follow a process
agreed in project contracts before
work commences.
1. The process was developed and validated
through 200+ projects
2.Standards have been created, tested,
and refined progressively over 30+
years
3.Development continues…
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© C R I 2 0 1 9
David Sless
CRI
Civil Aviation Safety Authority, HCF, Bristol Myers Squib, F. Hoffmann-La Roche, Health Insurance
Commission, Janssen-Cilag Pty Ltd, Mayne Health, Merck Sharp & Dohme, Glaxo Smith Kline,
Occupational Health & Safety Office act, Occupational Safety & Health (nz), Pharmaceutical Health & the
Rational use of Medicines Committee (pharm), QUIT, Stiefel Laboratories, Victorian Medical
Postgraduate Foundation, Whyalla Hospital sa, Work Health Authority nt, WorkCover sa, Vielife
American Express International, AMP General Insurance, Austrade EFIC, Cabcharge, Capita Financial
Group, CIC Insurance, Colliers Jardine, Comcover, Commonwealth Bank, Defence Service Homes Corp,
GIO, IAG, Macquarie Bank, MLC, National Australia Bank, National Mutual, NRMA, RACV, SGIO, SGIC,
Reserve Bank of Australia, State Government Insurance Commission sa, State Insurance Office, Suncorp,
Westpac, Country Energy, AGL, Board of Works vic, Engineering & Water Services sa, Engineering &
Water Supply, Great Southern Energy, Sydney Electricity, Telecom Australia, Telstra, Yellow Pages
Australia, Apple Computers, Centre for Technology Policy & Management, Computer Assisted Livestock
Marketing (calm), Computer Power Group, IBM, Melbourne IT, Optus Communications,BHP Corporate
Communications, Caltex Oil, Cook and Heathcote (John Sands), Dampier Salt Pty Ltd, Esso Australia,
Mayne Nickless, ttorney General’s, Canadian Law Information Council, Cowra Court, Family Court of
Australia, Law Reform Commission vic, Legal Aid Commission NSW, Legal Aid Officece qld, Office of
Parliamentary Council GB McNair, ABS, Australian National Antarctic Research Expedition, ANU,
Canberra Institute of Technology, CSIRO, Curriculum Corporation, Department of Statistics (nz),
Encyclopaedia Britannica, Land & Water Resources R&D Corp, Museum of Victoria, National Library,
Office For National Statistics (uk), Queensland University of Technology, Questacon, Reark Research,
Sydney University, University of Queensland
CRI worked with 200+ Members to research and develop
standards…
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© C R I 2 0 1 9
David Sless
CRI
‘In guiding that process we have asked four
questions: 
1. What is socially desirable? 
2. What is the current performance of
documents? 
3. What is practically achievable? 
4. What is socially acceptable?’
Quoted from:  
Sless, David. “Designing Public Documents.” Information Design Journal + Document
Design Journal 12, no. 1 (2004): 24–35.
CRI Standards 
‘It is not our role as researchers or
designers to decide those standards
unilaterally. Rather, it has been our
role to guide the process of social
decision-making that leads to
setting those standards.
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© C R I 2 0 1 9
David Sless
CRI
Fourcase histories:  
each at different stages in the development
of CRI information design standards.
1.1994 Health Department: Consumer Medicine Information
2.2003 Telstra: Telephone bill
3. 2010 Country Energy: Procedure Writing Guidelines
4.2018 ASIC: Insolvency form and instructions (ROCAP)
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© C R I 2 0 1 9
David Sless
CRI
1.
1994 Consumer Medicine Information
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Main inquiries
1. Extensive review of research literature
2. Distribution method and technologies
3. Medicines regulation in Australia
4. Consultation with all stakeholders
5. Development of Standards with all
stakeholders.
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© C R I 2 0 1 9
David Sless
CRI
1.
1994 Consumer Medicine Information (CMI)
Developing information standards:
• We circulated to all stakeholders a list of tasks we
thought people should be able to perform with CMI
• We collated all responses and circulated a modified
list a second time
• After three iterations we had an agreed list.
We called this agreed list of tasks the project’s
performance requirements.
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monitoring
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© C R I 2 0 1 9
David Sless
CRI
1.
(CMI)
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Testing existing CMI
With the performance requirements, we used
diagnostic testing (not usability testing), a tool we
originally developed for testing on behalf of ATO,
ABS, Capita, NRMA, and more…
Performance level of existing CMI was below 40%.
Sless, David & P Fisher (1990). Improving information management in the insurance industry.
Information Design Journal 6(2), 103–29.
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© C R I 2 0 1 9
David Sless
CRI
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Final testing after 3 refinements
Performance level above 90% in all CMI
.
Consumer Medicine Information
Johnson’s Pharmacy
24 High Street
Mainline
NSW 3114
Main Header
Generic name
CMI
Name & Address
Heading 1 top of column
Explanation
Table of contents 1
Table of contents 2
Explanation indented
Instruction dot point
Explanation dot point
CMI laser par t s
1.
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© C R I 2 0 1 9
David Sless
CRI
1.
CRI First standards used in CMI Guidelines
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© C R I 2 0 1 9
David Sless
CRI
1.
CRI’s first standards used in CMI Guidelines
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Every literate user of CMI
• should be able to find 90% of what they look for, and
• effectively use 90% of what they find.
90% x 90% = 81%
Minimum target in testing 81%.
Standard now used in testing CMI in Australia and EU.
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© C R I 2 0 1 9
David Sless
CRI
1.
But monitoring revealed problems. 
Pharmacists didn’t hand out CMI, even though
pharmaceutical companies were doing excellent work
in implementing standards.
Finding Public documents must meet additional
standards before being acceptable.
Usability was never enough!
Recommendation Change print technology.
Never implemented! 
https://communication.org.au/consumer-medicine-information-cmi-not-better-yet/
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© C R I 2 0 1 9
David Sless
CRI
The missing standards
1995 -2003 Research for Corporate Members
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1. credible
2.respectful
3.socially appropriate
4.physically appropriate
5.attractive
 
6.easily find*
7.use appropriately*
8.use efficiently
9.find new opportunities.
Before  
reading
Avoiding the rubbish bin
During  
reading
Sustaining reading
*Existing standards for CMI which remain unchanged to this day 
Definitions and explanation of all the standards can be found in: 
Sless, David. “Designing Public Documents.” Information Design Journal + Document Design Journal 12, no. 1 (2004): 24–35.
13

© C R I 2 0 1 9
David Sless
CRI
20+ activities at scoping stage.
Activity 1: collaboratively develop with all
stakeholders an agreed list of tasks that consumers
should be able to perform with the bill, and an
agreed performance level minimum standard for the
tasks.
Deliverable: Performance Requirement
2.
2003 Telstra: telephone bill
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© C R I 2 0 1 9
David Sless
CRI
Agreed
minimum
targets 
 
90%
customers can
find
90%
customers can use
2.
2003 Telstra:  
telephone bill
Performance requirements for pages 1 and 2
identify your bill
identify who
the bill is
addressed
to (customer)
identify who
the bill is
from
identify
when the bill
was issued
explain how much you must pay
identify
bill total
find and
explain any
new charges
find and
explain any
overdue
amounts from
previous bills
find and
explain any
account
adjustments
find and
explain
the GST
component/s
of the bill
compare your bill charges
find and
explain
how to use
the graph
to compare
your charges
find and
explain how
to review
breakdown/
details of
charges
find and
explain how
to query an
amount/item
in the bill
paying your bill
find and
explain
when the
new charges
are due
find and
explain when
any overdue
amounts
are due
identify the
account
number
identify the
bill number
find and
explain the
payment
methods
available
use contact information
find and
explain how
to contact
Telco
find and
explain how
to subscribe
to receive
bills online
instead of
printed mail
15

© C R I 2 0 1 9
David Sless
CRI
Agreed performance target
Every literate customer should be able to
find 90% of what they look for.
Effectively use 90% of what they find.
90% x 90% = 81%
Minimum target in testing 81%.
2. 2003 Telstra: telephone bill
16

© C R I 2 0 1 9
David Sless
CRI
Test results on completion of refining stage
But for the problems with the package information, most
would have scored 100% rather than the 81% benchmark
level. Coupled with the low level of difficulty, and the
observation made by testers about the speed with which
customers found information, we believe this is a good
outcome. Indeed, in our experience, these results are
unprecedented. When compared with earlier versions of
the bill, we can see how far the performance of the bill
has come in this project.
Figure 3 provides a summary of performance across the full
range of bills tested.
If we discount the data from the package, the enhanced
Telstra blue bill is now performing optimally.
FIGU RE 3: PERCENTAGE OF CUSTOMERS ABOVE BENCHMARK
100%
50%
0%
44%
current
bill
33%
concept
bill
76%
enhanced 1
bill
92%
enhanced 2
bill
87%
Telstra blue
bill
100%
enhanced
Telstra blue
bill
2. 2003 Telstra: telephone bill
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you are here
you are here
17

© C R I 2 0 1 9
David Sless
CRI
2. 2003 Telstra: telephone
bill
account summary
usage charges
services and equipment rental
once off charges and credits
total
total $418.45
account number
your bill
bill enquiries
bill number
account number
bill number
turn over for how to pay
total $418.45
pay by 29 Sep ’02
Credible
Respectful
Physically appropriate
Attractive
Easily find
Use appropriately
Use efficiently
find new
opportunities
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© C R I 2 0 1 9
David Sless
CRI
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2010 Country Energy:  
Procedure writing guidelines
7 of 50 pages
3 The management of structured information
How-to DOCUMENT LIBRARY Document Styleguide M1001 | v 01 | 12 December 2010
3 The management of
structured information
3.01 How information is used
Country Energy provides a vast body of information to
help employees to successfully, efficiently and safely
undertake a wide range of work-related tasks.
The supply of information to employees enables
Country Energy to meet its contractual, legal and
regulatory obligations, and helps to build a safer
work environment with a more informed and better
prepared workforce.
For more information on how employees use
information, see How documents are used.
3.02 What is required to manage
structured information
Country Energy’s business relies on the delivery of
relevant, well written, researched and presented infor-
mation that meets the needs of its employees. This
structured information is provided as part of defined
documents within the document library.
By structured we mean information that has been
developed using the Document Styleguide to
specifically meet employee needs in the long term.
Information with an estimated ‘shelf-life’ of less than
5 years should not be included (i.e. such information
should be delivered by alternative, flexible means,
such as the intranet or email).
The management of structured information must
consider three important areas
1 information creation
2 information delivery (via online technology and print
output), and
3 the maintenance and storage of information within a
structured database, or library.
Structured information is provided through defined
documents within the document library. The manage-
ment of this library is only a small part of the
information management process, with the larger
challenge being the creation and delivery of informa-
tion to employees.
For more details on how to create information for
employees, see How to manage a document project,
and How to write a document.
3.03 The information management
structure
BACKGROUND TO THE STRUCTURE
A detailed study of existing Country Energy policy and
procedure documents and the components they are
built from showed that they are made up of a small
number of basic information types. These include
document identification
document navigation
legal disclaimers
instructions and explanations
the policy description, and
additions to the policy description.
By focusing on this essential information it has been
possible to vastly reduce the complexity of the policy
library – without loss of content.
TOPICS – THE COMMON ELEMENT TO ALL
INFORMATION AND DOCUMENTS
Topics are the basic unit of the library. They are
the only element common to documents and
information.
Each topic relates to a single, specific, task-related
activity.
Topics are collected together into related sections as
part of a document.
A specific topic is what an employee is usually
looking for. They use ‘tags’ – designated search
criteria – to do so.
A topic is a unique, searchable, stand-alone unit of
information.
DESCRIPTION OF THE INFORMATION
MANAGEMENT STRUCTURE
The structure has been developed with both Country
Energy and its Employees as dual starting points.
Country Energy sees a need for information to be
developed for use by its workforce, which triggers a
response by the information team.
Employees require information to help them
undertake a work-related task and go to the
document library to find it.
The end point is the same – a topic.
The structure has been designed to make information
easy for all employees to find and use
simple for writers to work with and update
able to meet work, training and auditing needs.
See following diagram.
prototype
testing report
country energy policy
and procedure documents
by communication research institute of australia
29/10/09
© cri 2009
scoping report
country energy
procedure documentation
and delivery system
23/01/09
© cri 2009
benchmark report
country energy policy
and procedure documents
16/03/09
© cri 2009
H1001 version: 01 | update: 28 January 2011
How-to
DOCUMENT
LIBRARY
Document Styleguide
UNCONTROLLED COPY
CE-IN-CONFIDENCE
Printed on 28/01/11
Destroy this printout after use.
*Before using this print-out, check that it is
the most up-to-date version on CountryNet.
WHO CAN USE THIS DOCUMENT?
All employees and any contractors and accredited service providers working for or
on behalf of Country Energy.
You cannot share this information outside Country Energy.
WHAT IS THE PURPOSE OF THIS DOCUMENT?
This styleguide describes a design and writing approach that has been specifi-
cally tailored to the needs of Country Energy‘s employees. It provides guidance
for anyone that writes, edits, commissions, owns or contributes in any way to the
development of documents. Documents using this approach have been shown to
be usable, legible, readable and easily navigable
improve the quality of the information that is provided
reduce non-compliance and improve the process of compliance
reduce the number and complexity of procedures, and
be employee focussed and friendly.
WHICH AREA DEVELOPED THIS DOCUMENT?
Document Library
CEM7015 version:01 | update:26 September 2010
UNCONTROLLED COPY
COMMERCIAL-IN-CONFIDENCE
Printed on 12/11/10
CE Manual
ELECTRICAL
WORK
Pole mounted voltage
regulators - operational
requirements
This manual is a guide for any employees, contractors or accredited service
providers that conduct electrical work on behalf of Country Energy.
Specifically, it is for use by employees, contractors or accredited service
providers involved in the proposal process for the supply of regulators.
This document provides the minimum requirements to provide electrical, mechani-
cal, safety and operational requirements of pole mounted step voltage regulators
for use on Country Energy’s 3-phase 50 Hz overhead electricity distribution
network systems in a totally exposed environment.
Field services
CEM7015 version:01 | update:26 September 2010
UNCONTROLLED COPY
FOR PUBLIC RELEASE
Printed on 27/09/10
CE Manual
WORK
VEHICLES
Employee use of work
vehicles
This manual is a guide for anyone that uses a Country Energy work vehicle.
It provides specific information for managers, supervisors, coordinators
and contractors.
This document describes safe driving practices that can help reduce accidents
and fatalities on the road for anyone that drives a Country Energy work vehicle.
It is designed to maintain the health, safety and welfare of Country Energy
employees, contractors, visitors and the public by
reinforcing processes related to the management and use of work vehicles, and
creating awareness of drivers’ responsibilities and accountabilities.
You may need to refer to other documents in the Policy Library for more detailed
information on specific aspects of this handbook.
H6066 version:01 | update:28 October 2010
How-to
MANUAL
HANDLING
Managing risks posed by
manual handling hazards
UNCONTROLLED COPY
CE-IN-CONFIDENCE
Printed on 28/10/10
Destroy this printout after use.
All people working for and on behalf of Country Energy.
It contains confidential information that cannot be shared outside
Country Energy. Check your obligations in your employment contract.
The information contained in this document applies to all manual handling
activities. Use the information in this document to prevent injury from manual
handling hazards by
identifying and removing manual handling hazards, or
reducing the risks posed by these hazards so that they are at the lowest
possible level and as a result reduce the severity of any injuries that may occur.
Field Services
©2010 Communication Research Institute
Country Energy
Policy Library
Survey Report
- main ﬁndings
1 2 3
7 6
5
4
monitoring implementing
prototyping
testing
refining
benchmarkingscoping
1
CE
Policy Library Template
Prototype (Round 2 )
Testing Report
©2010 Communication Research Institute
19
3.

© C R I 2 0 1 9
David Sless
CRI
2014-2018 ASIC: ROCAP form
Report on Company Activities and Property Part B Page 1 of 8
REPORT ON
Company
Activities and
Property
Part B
Do not lodge Part B with ASIC.
Company Director to complete Part B for the External Administrator’s use only.
Managing Controllers do not need to complete Part B.
Before you start, download INSTRUCTIONS Part A (Form 507) and Part B
www.asic.gov.au/xxxx
Instructions: Report on Company Activities and Property Part A (Form 507) and Part B Page 1 of 47
REPORT ON
Company
Activities and
Property
Instructions
Part A (Form 507) and Part B
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Company
Report on Company Activities and Property—Part A (Form 507) 1 of 5
Form 507 Corporations Act 2001
s421A(1) & (2)
s429(2)(b) & (c)
s475(1) & (7)
s497(4 & 6)
s438B(2A)
REPORT ON
Activities and
Property
Part A (Form 507)
Before you start, download INSTRUCTIONS Part A (Form 507) and Part B
www.asic.gov.au/xxxx
The information you provide to ASIC in this Report may include personal
information.
Please see our privacy policy (www.asic.gov.au/privacy) for information on how we
handle your personal information, your rights to seek access to and correct personal
information, and how to complain about breaches of your privacy.
Instructions: Part A (Form 507) and Part B Page 22 of 45
PART B
About you
B1 Your details
Have you given the External Administrator the information necessary
for a 100 point check verifying your identity? Some examples of
documents:
❑❖ Birth certificate
❑❖ Citizenship certificate
❑❖ Passport
❑❖ Driver’s licence
❑❖ Motor vehicle registration.
Australia Post <https://auspost.com.au/id-and-document-services>
and most banks have a full list of identity documents.
Give the External Administrator copies of these identity documents.
B2 Have you received payments from the Company during the last four years?
Give totals over the four years of the type of payment. For example:
AUS$
2015–18: Salary 210,000
2015–17: Share dividends 101,000
2015: Loan 24,000
2016–17: Travel expenses 1500
2016–18: Superannuation 6,000
2016–18: Performance bonuses 500,000
2017: Property transfers 1,000,000
On page 23 is an illustration of the Payments Received table showing
you how to present the information as an attachment to the REPORT.
If you complete this part of the Report by hand, use the TABLE on page 42
to help create your own tables. Attach a table using the following fields:
Your answers to questions on this page will be available only to THE EXTERNAL ADMINISTRATOR
Report on Company Activities and Property—Part B Page 2 of 8
Director to complete
About you
B1 Your details
read InstructIon B1. It explains the additional
identity information you should provide to the External
Administrator.
Name
Your role in the Company
Phone/Mobile
Email
Address
Street number and name
Suburb/City State/Territory Postcode
B2 Have you received payments from the Company
during the last four years?
❑❑ No Go to Question B3.
❑❑ Yes read InstructIon B2. It gives examples of
the types of payments to Report. It explains
the information you should provide and how to
attach it to this Report.
B3 Did you instruct the Company to make payments to
someone else, or another company on your behalf?
❑❑ No Go to Question B4.
❑❑ Yes read InstructIon B3. It explains the
information you should provide and how to
B4 Did you operate the Company’s business through a
trust?
❑❑ No Go to Question B5
❑❑ Yes read InstructIon B4. It explains the
information you should provide and how to
❑❑ About the
Company
B5 Who managed the Company’s day-to-day business?
read InstructIon B5. It explains the details you
should provide.
Name of Manager (1)
Role in the Company
Duties and responsibilities
Phone
Email
Name of Manager (2)
Role in the Company
Duties and responsibilities
Phone
Email
If you need to attach details of more Managers, go to
addIng attachments on page 5 of the InstructIons.
https://communication.org.au/rocap-new-form-helping-failed-companies/
20
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David sless astc conference cri standards 2019.v4

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