Procedures and/or Work Instructions for New User Manual?

S

SupportCO

#1
I may be posting this in the wrong place - so please say so!

I haven't done Procedures and Work Instructions for over 10 yrs, at another company, and I have been tasked with creating a Training/User Manual for our Tech Support staff. It means starting completely from scratch since nothing exists. I've been doing some research and have compiled a few samples of Procedures (from my previous employer and online), and definitions of Procedure and Work Instruction, and have managed to get Visio installed.

I'm just wondering if anyone out there has any hints as to where to start and/or a basic format to use. Since this is for only ~4 users to start who get their tasks from a ticketing system, would a Procedure/Work Instruction system be the way to go, or only use Procedures alone? They handle in-house support only - nothing for outside customers at this time.

Thanks!
 
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SteelMaiden

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#2
I have moved this post to separate it from an existing thread. Welcome SupportCo. Before I add any specific information, allow me to point out the search function in the navigation bar above the posts, and also a list of related threads at the bottom of each page when you are in a thread. No matter what your questions are, you can certainly find someone here that will be able to find what you need.
 

Jim Wynne

Staff member
Admin
#3
I may be posting this in the wrong place - so please say so!

I haven't done Procedures and Work Instructions for over 10 yrs, at another company, and I have been tasked with creating a Training/User Manual for our Tech Support staff. It means starting completely from scratch since nothing exists. I've been doing some research and have compiled a few samples of Procedures (from my previous employer and online), and definitions of Procedure and Work Instruction, and have managed to get Visio installed.

I'm just wondering if anyone out there has any hints as to where to start and/or a basic format to use. Since this is for only ~4 users to start who get their tasks from a ticketing system, would a Procedure/Work Instruction system be the way to go, or only use Procedures alone? They handle in-house support only - nothing for outside customers at this time.

Thanks!
Making a distinction between procedures and work instructions is unnecessary. You should create a document that suits the intended purpose, make sure it's controlled, and not worry about what it's called. If you're creating a "training/user manual," call it that.
 
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