2. Table of Contents – Change
Table of Contents – Change
Table of Contents – Change .................................................................................................................. 2
eDocumentation™ Process Flow .......................................................................................................... 3
eDocumentation™ Process phases....................................................................................................................... 3
eDocumentation™ Process phase ........................................................................................................................ 5
Documentation Maintenance ................................................................................................................. 6
Maintenance factors ............................................................................................................................................... 6
Legacy documentation ........................................................................................................................................... 7
eDocumentation™ Process phase ........................................................................................................................ 7
Knowledge Process, Inc......................................................................................................................... 8
About Knowledge Process ..................................................................................................................................... 8
Copyright ................................................................................................................................................................ 8
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3. eDocumentation™ Process Flow
eDocumentation™ Process Flow
The eDocumentation™ Process is a set of guidelines, not decrees, that guide the Documentation developer
through the research, development, and implementation of Policies, Processes, and Procedures. The objective is
to create and produce Policies, Processes, and Procedures that are clear, concise, complete, and correct™.
Although the Process is a somewhat sequential Process, each phase touches the other phases and relies on the
diligence and quality of the previous phases. Previous phases may be revisited, and if conditions warrant,
modifications may be made to previous assumptions and decisions.
eDocumentation™ Process phases
There are four major phases that comprise the eDocumentation™ Process. The phases encompass the tasks
that need to be reviewed and performed as the project progresses, depending upon the company, project, and
scope.
Plan
The Plan phase incorporates the tasks that are required to ensure that the project is properly scoped with
the correct focus, level of detail, team members, and proper content. Planning does not make a project
longer or more complicated, but ensures that erroneous assumptions do not become part of the project
approach and plan. Policies, Processes, and Procedures are usually dependent upon other resources;
therefore, it is important that all the puzzle pieces fit.
Build
The Build phase researches and develops the Policies, Processes, and Procedures. Based on the
decisions from the Plan phase, the Policies, Processes, and Procedures are researched, written, verified,
and tested. This phase is often looked upon as ‘just writing’. However, there are other critical tasks that
are performed in addition to writing.
Implement
The Implement phase rolls out the Policies, Processes, and Procedures to all the users. A Policies,
Processes, and Procedures project is never complete until the users are trained. This is often an
overlooked task, but it is – without a doubt – key to the success of the overall project. The Implement
phase incorporates appropriate change management principles.
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4. eDocumentation™ Process Flow
Change
The Change phase addresses the process that tracks and updates Policies, Processes, and Procedures.
Change is the nature of Policies, Processes, and Procedures. Updates are often overlooked, and at that
point the Policies, Processes, and Procedures become outdated and less reliable. Therefore, guidelines
and Processes are introduced to assist with keeping Policies, Processes, and Procedures current.
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6. Documentation Maintenance
Documentation Maintenance
The maintenance of Policies, Processes, and Procedures becomes more streamlined as a company implements
the eDocumentation™ Process. Most of the steps should have the information defined during the planning steps,
thus reducing the time for maintenance.
Creating maintainable documentation should be a major objective for all Policies, Processes, and Procedures.
The ease or difficulty of maintenance is dependent upon the foundation set during the planning phase. With the
proper setup of the project, maintenance is much easier.
Maintenance factors
The following are factors for successful maintenance of Policies, Processes, and Procedures:
eDocumentation™ Process training
Users and authors must have knowledge of the Documentation standards and guidelines that have been
established using the eDocumentation™ Process. These standards and guidelines will guide them through
the eDocumentation™ Process and prevent creating situations where the Policies, Processes, and
Procedures will be difficult to maintain.
Change Management Process
Change Management Processes are required that encompass the specific needs for Policies, Processes, and
Procedures. Project members, users, and others must have processes whereby changes can be requested
or changes can be announced. The process must include the necessary information such as the scope of the
required changes or additions, impact to users, and so forth.
Structured documents
Structured Policies, Processes, and Procedures provide a roadmap to where information should reside. If the
Policies, Processes, and Procedures are not structured, the new or changed information can be ‘stuck’
anywhere. The author should review the existing Policies, Processes, and Procedures to determine what
types of content need to be changed. Documents that contain different types of content need to be separated
and a specific Policy, Process, or Procedure created. In addition, headings, which define the document
structure, must be verified and corrected, if a legacy structure - or lack of structure - has been used.
Defined templates and styles
Manually formatted words and paragraphs should be nonexistent within a document. There should always be
templates and styles that are defined and used for Policies, Processes, and Procedures. Changes should not
be made to the styles or templates, as the changes could affect other Policies, Processes, and Procedures.
Macros, toolbars, and menus are associated with templates. Customizing the template to provide specialized
macros, toolbars, and menus streamlines the change process. Modify the toolbars to include frequently used
commands and remove those commands that are rarely, if ever, used.
Proper versions
Knowing the correct version of a published document is crucial, to prevent changes made to a nonpublished
version. In addition, the source of the Policies, Processes, and Procedures should not be located where
unauthorized changes can be made. Unauthorized changes will immediately cause unauthorized versions.
Consistent writing style and terms
Keeping Policies, Processes, and Procedures consistent requires a consistent writing style and standard
terminology. A concise and brief style and terminology guide should be published and available to authors.
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7. Documentation Maintenance
Subject matter experts directory
A simple change to a system, business processes, or department procedure may affect other Policies,
Processes, and Procedures. Therefore, a directory of subject matter experts and their expertise is a tool used
to direct the authors to the proper expert, who can discuss possible changes to Policies, Processes, and
Procedures.
Style guide
The eDocumentation™ Policies, Processes, and Procedures, related to maintaining your corporate Policies,
Processes, and Procedures, should be contained in a Style guide that authors can reference. While it is
desirable for the company to have consistent documentation for all Policies, Processes, and Procedures, this
may be outside your scope and control. Therefore, set up your Maintenance guide based on a hierarchy that
fits your situation. The Maintenance guide may be designated for the following:
• Project
• Department
• Related departments
• Company
Legacy documentation
You will encounter situations where there is a mix of legacy Policies, Processes, and Procedures with inconsistent
templates, styles, writing, and structure. To make all Policies, Processes, and Procedures adhere to your new
standards can be a major project. However, do not be dismayed. As time and budget permit, convert the
Policies, Processes, and Procedures to meet the new standards. As changes are requested, change those
affected Policies, Processes, and Procedures, using the new standards.
The objective is to start using the new standards and not revert to the legacy practices that caused the
inconsistencies in the legacy Policies, Processes, and Procedures. Enforce the new standards on a ‘go forward’
basis, and phase in the changes to legacy Policies, Processes, and Procedures. The most widely encountered
problems will be document templates, structure, and consistent terminology.
eDocumentation™ Process phase
Change
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