Writing Training

Implementing Successful and Sustainable Policy and Procedure

Libraries

Lightext, Inc.beth@lightext.com/pam@lightext.com

March 11, 2012

Purposes of an Internal Library Fulfillment of regulatory and audit requirements Policy and procedure Employee desktop training Help assistance for customer-facing employees Systems guides Management resource Alerts Job aids And repository for everything else!

Purposes of an Internal Library Fulfillment of regulatory and audit requirements Policy and procedure Employee desktop training Help assistance for customer-facing employees Systems guides Management resource Alerts Job aids And repository for everything else!

Challenges Facing Online Libraries Multiple purposes Multiple authors Inconsistent, conflicting and insufficient content Hard to maintain Good content can get buried More reliable content resides elsewhere Can lose value and integrity as a resource 

Improving a Library’s Sustainability Build your library strategically Recognize online help as the foundation for learning Consider optimum organization for end user Use merged webhelp or Roboserver Create right sized projects & appropriate detailed

procedures Augment with systems guides, don’t duplicate Supplement by incorporating training videos Market your product and get user feedback Single source for multiple audiences and purposes