The Right Level of Detail
How much detail to include is a question that comes up frequently when I’m documenting business processes for a client.
You need enough detail to ensure the desired outcome without insulting the user or wasting time by documenting the unnecessary.
Below are three tips to keep in mind when considering how much detail to include.
TIP #1: Avoid instructions that are open to interpretation.
It helps to remember that you are not documenting the process for the person who already knows it. You are documenting it for the new employee or the one who will fill in when the expert is out sick.
The expert may know exactly what you mean by a knob of butter or two handfuls of flour, but the new person won’t. Better to describe the steps specifically and in standard units of measure.
“Timesheets must be submitted to the Office Manager via email no later than 1 pm every Friday” is much harder to misinterpret than “Submit timesheets to the Office Manager by Friday afternoon.”
TIP #2: Tell them why
Telling people why they are doing a step or how that step fits into the big picture can really help the user achieve the intended outcome.
Ever try frosting a burning hot cupcake straight out of the oven? Not a great idea unless you intended to have frosting dripping down the sides in a gooey mess. Telling people to frost the cupcake after it’s cooled is helpful. Telling them why is educational.
By explaining the why, you encourage the user to follow the process as described.
“Send the survey directly from within the survey software rather than sending the survey link via email. This allows you to set up automatic notifications when each survey is returned and automatic reminders to recipients who have not yet completed the survey.”
TIP #3: Your documentation should stand alone
It’s easy to think you’ll save time by writing at a high level then fill in the details verbally during training. The problem with this approach is that our memories are not that reliable. Especially when you are new to the job. Especially when you are filling in for a co-worker on short notice.
Overfilling a cupcake liner does not result in happiness. The correct amount may seem easy to remember when someone is standing right there showing you. And, not so obvious when you haven’t made them for a while and you’re the only one around.
“Every PO must be signed.” is good to know but not that helpful if you don’t remember who signs it, how they sign it, and completely forget that POs over a certain dollar amount require a second signature.
Not sure whether to include a detail? Leave it out and test your process.
Did you miss it? If not, take it out. If you’re not sure, I recommend leaving it in.
And when you find that right level of detail, go ahead and reward yourself with a cupcake. You deserve it.