When a Standard Operating Procedure (SOP) Singles Out Classes of People

              Though many establishments may think they operate on a sound code of ethics for their business practices, they may be indirectly sabotaging those ethics in the manner that they write their Standard Operating Procedures (SOP). Though SOPs are to simply be written processes that describe in detail how to perform a work task specific to a business’ operations, some establishments include far too much language that can get the business into a sticky situation if the wrong eyes fell upon the document. Let’s look at this example of language for a St. Louis County SOP describing how to determine a “meter out customer” for electricity:

While we all have encountered difficult customers in our line of work (whether internal or external to the establishment), any negative emotions we have should never find their way into a “professional” SOP document. In documenting procedures, we should also ensure that we leave out any biases, as displayed in the second paragraph below (Part four):

               Some people may not see an issue with the way these portions of the SOP are written because they may view it as just background information for an employee in effectively dealing with the “meter out” customer. However, I pose a question to those people. Have you ever been in a situation where you received some negative information about a person (whether assumed or fact) and later found that upon meeting that person your own mannerisms or conversation were negatively influenced by this negative information? While some people are greatly skilled at maintaining professionalism and unbiased actions when relating to others, a greater portion of society is not so skilled in this area. Therefore, I think it is a great responsibility of establishments to ensure that they at least help set a positive tone in their written documents that employees use for processes with both internal and external customers.

               One of the best practices for writing professional SOPs is to be concise without usage of speculation or biases regarding people and situations. I would re-write the very first sentence of ‘Part 5: How will I know it is a meter out customer?’ in this manner: “Ask a series of questions to assess whether the customer has a 9-digit number from Ameren.” The rest of the process should only address this “specific” question. Always be direct. I would also suggest breaking out any subcategories to the question into another “Part” to ensure ease of reading for employees. Starting with a flow-chart as a guide for the steps in a process is a great practice to use before converting that process to written documentation—the SOP.

               Here are some detailed tips for writing SOPs:

·        Start with a flow chart to map out each step for writing

Where possible, keep sentences brief with simple words. Being overly technical can confuse the process’ meaning for those using the document.

·        Be mindful of formatting

Numbered or bulleted steps in a process are easier to follow than long paragraphs of text. This may or may not be effective for an establishment’s internal processes. Play with what works best.

·        Avoid being ambiguous

Use wording that enforces consistency in completing a process. Words like “may,” “should” and “in general” leave room for those following the process to make their own decision in how to carry out a process. Unless the process includes conditional statements, words should always be chosen to indicate a directive.

               If you read a SOP that sounds more like a conversation (or blog) instead of step by step procedures, I would suggest that it is time for an overhaul. Not only will the processes have more ease for following, but an overhaul may very well protect the image of the establishment.

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About the blogger: With close to 20 years of experience in a human resources environment, six of those years in a law firm, Charlotte participated in writing procedures part of her entire career. She currently freelance writes weekly for a local newspaper and owns a writing consulting business.

Doing Business With Integrity

Integrity—the quality of being honest and having strong moral principles—does it still exist in business? That's the question I was asking myself recently while talking to an associate about entities who use their grant writers to write misleading proposals to acquire funds. Unfortunately, those who suffer greatly in this deception are those who are the subject of the proposal being written. These victims range from communities that are used in the statistics provided for these deceptive proposals to the demographics provided for clients/patients for some health-related program. In many cases these groups are just “data” casualties who will never benefit from the awarded funds.

As I've delved more into this world of using my love of writing for business, I’ve discovered there are no limits to what some business clients won’t ask a writer to do. However, you must have the mental fortitude to always remember why you do what you do and realize what you stand to lose if you engage in unethical practices. This thought process is really the same for all businesses—whether a pharmacist or a lawyer. We all must uphold integrity in our work, even when it’s lacking among our counterparts.

My faith in the ability of mankind to do the right thing was given a glimmer of hope in my discussion with my associate regarding this practice of deceptive proposal writing. The entity in question lost talented grant writers because they could not bear the weight of knowing funds were constantly being granted but the subject of those funds in the proposals were not receiving any benefits, directly or indirectly. When people who provide services, hold “trust” as the most valuable component in their business dealings they will be relieved of the fear of being disliked or losing a business opportunity. As someone once said, “To be trusted is a greater compliment than being loved.”

The Consultant and Client Relationship

So, either you have decided or you are considering the need for a writing consultant. Do you know the role of a writing consultant? Let us just start with consultant—do you know the role of a consultant? A consultant’s primary role is to understand the needs of the client and then provide professional advice based on the understood need. The consultant may ask you a series of questions to ensure he or she understands your goals and how best to arrive at the desired outcome. So add the specialty of writing into the mix of the consulting world and you have a person who provides professional advice about your writing needs. This writing consultant will probably be the person you not only seek for professional advice about your needs but to provide you writing services.

                Now that we have talked about the writing consultant, what might your need be as a prospective client? Since you would be on the receiving end of what I mentioned above, you would think that your role is clear. Right? Well, it is not so clear for everyone who does not first consider that though this person writes, his or her primary service is to consult as a writer. I cannot tell you how many times I have encountered people who are actually just looking for someone to write what he or she desires without consideration for the consultant’s professional advice. One of the primary things I ask any prospective client before providing any service is, “What are your goals for the service you want me to provide?” A writing consultant finds great value in writing in such a way that it will potentially help the client reach the desired outcome.

Another part the client can play in making the writing consultant relationship meaningful is by bringing valuable input and realistic expectations to the consultant when sitting down to transform those ideas. Your writing consultant can come to you with his or her easel, paint, brushes, and all the tools of the trade but you must provide the model. Keep in mind—a writing consultant with integrity will never over embellish what he or she does not see. The client brings a problem and the writing consultant will advise and write for the best transformation of your ideas. Writing consultants can be one of your best allies for your business and personal goals. They can make you look good on paper and they enjoy having the opportunity to do so. Start the relationship today.

visit: http://www.writingbychar.com/