Instead of documenting tasks completed or work in progress, standard operating policies and procedures document what should happen in certain cases. Both policies and procedures, in their own way, document aspects of work that need to be recorded and maintained in an organization’s archives. Standard operating policies and procedures have their own conventions that a technical writer needs to understand and apply.

Standard operating policies and procedures establish standards for doing things and present specific step-by-step procedures for doing those things. Although these distinctions sometimes blur in practice, a policy-and-procedure document focuses more often on behavior expected of employees (for example, policies and procedures on smoking, substance abuse, or sexual harassment). Standard operating procedures focus more fully on how to perform specific, important, routine, and/or complex procedures such as hand-washing by health care professionals or taking a dental implant in a dental lab. In other words, policies are rule statements, similar to laws. Procedures, on the other hand, are the step-by-step methods of carrying out those policies.

Some policies do not require procedures. If the organization has a no-smoking policy, that’s all that needs to be said. However, if someone breaks that policy, that organization needs a procedure to handle the situation.

Organizations use policy and procedure documents to record their rules and regulations: attendance policies, substance-abuse policies, work-flow procedures, and so on. Standard operating policies and procedures aim to achieve efficiency, quality output, and uniformity of performance, while reducing miscommunication and failure to comply with industry regulations. Once recorded, the policies and procedures are there for everybody in the organization to refer to, and these documents both establish how work occurs and become the means of settling disputes within an organization. Some policies do not require procedures. If the organization has a no-smoking policy, that’s all that needs be said. However, if someone breaks that policy, a procedure is needed for handling that situation.

Standard Operating Policies

Although as a technical writer you may be tasked with writing policy, realize that this is always a collaborative effort. Make sure that you connect as much as needed with your organization’s administration to clarify your understanding of the policy. Connect with others within the organization to gather feedback, to see if the policy is precise or whether some of the language could be misinterpreted or interpreted in multiple ways. Realize that there may be groups within an organization who need to formally comment and/or vote on the policy, which means that you may be called upon to edit the document many times until it gets approved.

Standard Operating Procedures

As with policy, writing standard operating procedures may also require collaboration among writer/s, employees, and administrators, and may require the same review and vetting. Procedures may be lengthier documents than policies, simply because you need to detail the steps of the procedure. When writing procedures, make sure that each step proceeds logically and chronologically from the previous one. Note that there may be “what ifs,” or slight detours from one step to the next, based on particular situations. For complex procedures, or procedures that may involve detours that then have their own procedures, it may be helpful to create a flowchart or some sort of visual representation of the procedure to enhance the text.

Because procedures may be consulted by many users, and a wide variety of users, make sure that all language is as clear as possible. All potential users should be able to understand and follow procedures easily.

Components of Standard Operating Policies/Procedures

When writing standard operating policies and/or procedures, make sure to include the following:

• Policy/Procedure name – written clearly and precisely. For example, if it’s a policy on sexual harassment, call it that; don’t call it an employee relations policy, which does not state the nature of the policy exactly.
• Policy/Procedure number – if the organization maintains a numbering system for policies
• Date the policy/procedure goes/went into effect
• Purpose of the policy/procedure
• Policy and/or Procedure – the actual language of the policy/procedure itself, written as clearly, concisely, and precisely as possible and vetted by the organization. If you’re writing a procedure, or a combination policy and procedure document, make sure that you include all important steps.
• Revision dates/history if this is an update of an existing policy/procedure
• Approval signatures, if this is standard organizational practice

Policies and procedures may also be put into a manual, which is something you may be tasked to do as a technical writer.  Know that there are professional manual templates that are freely available, such as one offered in Word version by Microsoft Office. Also know that if you opt to use a template, you need to edit it to conform to your task’s and your organization’s needs. A template is simply a starting point that helps you become aware of a document’s usual components.

Sample Policies and Procedures

• Standard operating procedures: pouring dental impressions
• Accounting policies and procedures
• Hand washing: Policies and Procedures for medical personnel
• Sample CDC Policies and Procedures Manual (Community Development Corporation)

Additional Resources for Policies and Procedures

• User Guide to Writing Policies from the University of Colorado
• Articles about policies and procedures from Stephen Page