Writing Processes and Procedures Using Audience Analysis and the ISO 9000 Document Hierarchy

Proceedings-2000: By Tricia Cunat and Amary Craig; Summary by Maria Christophel (2006)
This article describes the method for writing processes and procedures using as the base a detailed analysis of the audience and the ISO 9000 definition of process vs. procedure. It provides a detailed definition and a comparison between processes and procedures, and provides examples of when using either or both is appropriate. It defines audiences and provides a model matrix for identifying potential audiences in the development of a user manual. In addition, it presents types of formats for delivering processes and procedures to the audience.