Oromia Police College
Hardware and Networking Service
Level-II
Module Title: Updating and Documenting Operational Procedures
Module code: EIS HNS2 M11 0322
Nominal duration: 40Hours
Prepared by: Chala Bekele ([Link])
November, 2024
Adama, Ethiopia
What is Documentation?
Process of providing evidence or communicable
material
Used to explain how something works or how to
operate a product/service
Forms: Printed, PDF, web pages, info graphics,
etc.
What is User Documentation?
Definition: It also known as end-user documentation,
Documentation designed for the end-user of a product or
service
Purpose: To guide users on installation, usage, and
troubleshooting
Importance: Helps users maximize the value of a product
and reduces customer support inquiries
Examples:
User manuals, guides, FAQs, tutorial videos, web resources
The main goal of user documentation is to assist the end-users by providing
them with clear and comprehensible info about the particular product or
service.
Types of User Documentation
1. Installation/Setup Guides
For products requiring technical expertise (e.g.,
enterprise software, gadgets). including detailed,
step-by-step instructions to make the overall
process user-friendly.
2. Comprehensive User Manuals
In-depth guides covering all aspects of a product.
It includes everything, from an instruction manual
on how to install a product, to troubleshooting
steps.
3. Reference Guides
Key Elements of Effective User Documentation
1. Simple Language
Use clear and easy-to-understand terms
2. Logical Flow
Step-by-step instructions from setup to advanced
features
3. Visual Aids
Visuals can help simplify a complicated process and
make it easier to understand.
Screenshots, videos, diagrams, Graphics Interchange
Formats to enhance understanding
4. Accessibility
Make content accessible to users with different needs
(e.g., visually impaired)
5. Additional Resources
Links to related guides, FAQs, or troubleshooting
resources
Benefits of Effective User
Documentation
1. Simplifies Product Setup
Helps users get started easily, reducing confusion
2. Improves Product Proficiency & Adoption
Users become more proficient, leading to better
product utilization
3. Fulfills Demand for Self-Help
Users prefer self-service; documentation helps
reduce support calls
4. Reduces Burden on Support Teams
Lowers support tickets and customer service costs
Technical Documentation
Definition: Describes the application, purpose,
creation, or architecture of a product/service.
Its goal is to explain something that an
organization offers.
Writing technical documents is usually the
responsibility of technical writers, project
managers and members of a development team or
experts on the product or service in question.
Examples of technical documents include:
User instructions
Operating
instructions
Servicing
instructions
Installation manuals
Software manual
Types of Technical Documentation
1. Process Documentation
Describes the development process of a product
(internal audience)
There's usually some documentation describing
every stage of the development life cycle.
2. User Documentation
Product guides for end-users (e.g., manuals, FAQs,
troubleshooting guides)
The audience for user documents is usually the
end-user.
The documents may explain how to install, start-
Importance of Technical Documentation
For End-Users: Enhances understanding of product
functionality, helps optimize usage
For Companies: Reduces customer service costs, enhances
customer satisfaction
For Internal Teams: Improves productivity, helps align team
goals, reduces errors
Best Practices for Writing Technical
Documentation
1. Have a Plan
Outline all components and steps before writing
2. Consistent Style
Use uniform formatting, terminology, and design
3. Understand Your Audience
Tailor your documentation based on the technical
knowledge of your audience
4. Be Concise
Use clear and precise language, avoid unnecessary jargon
5. Optimize for Different Devices
Ensure accessibility across platforms (desktop, mobile,
web)
Review current version of technical and user documentation
Documentation Review used for:-
Overall improvement
Accurate and up-to-date documents
Increases credibility
Review Objectives
Evaluate the documented information
Accuracy = Correctness
Completeness = wholeness
Conciseness = shortness
Reduce the defect percentage
Improve the quality of documents
Focus on correcting the defects
Types of Document Reviews
Peer Review: Review by individuals with similar
knowledge and expertise
Technical Writers Review: Collaboration among
technical writers for consistency
Subject Matter Expert Review: Experts review for
technical accuracy
Testing Team Review: Detect defects and validate
accuracy
Review Process
Plan the review process
Develop a clear, focused charge for each reviewer to identify
important issues and invite suggestions for improvement.
Prepare and maintain a review record.
Make recommended changes to document and respond to the
reviewer’s comments.
Key Differences Between Technical and User
Documentation
Technical Documentation: Broader, includes
internal/external docs, detailed technical aspects
User Documentation: Focuses on end-users,
simpler, guides for use and troubleshooting
Example:
Technical documentation: Requirements, design documents,
market strategy.
User documentation: Setup guides, user manuals, FAQs
Accuracy in Documentation
Key Qualities of Accurate Documentation:
Ease of Understanding: Simple, clear language
Grammar: Properly written without errors
Scenarios Efficiency: Correct execution of steps
Completeness: All necessary functions and steps
included
Structure: Clear navigation and logical organization
Correctness: Accurate, actionable information
Link Accuracy: Ensure no broken links, references
are up-to-date.
Document Inaccuracies:-
Document Errors:
Failure to describe a program function correctly
Failure to meet the agreed-upon documentation
requirements
Inadequate instructions that hinder users from
using the product properly
Impact: Leads to confusion, customer
dissatisfaction, increased support requests
Summary:
Both technical and user documentation are essential
for product success
Effective documentation enhances user experience,
reduces costs, and improves internal processes
Regular reviews and accuracy checks ensure that the
documentation remains helpful and current
High-quality documentation contributes to product
adoption and customer satisfaction.
Unit Two: Operational Procedure
Definition:
Standard Operating Procedures (SOPs) are step-by-step
instructions created by organizations to standardize
processes and improve consistency in routine operations.
Standard operating procedures provide the policies,
processes and standards needed for the
organization to succeed.
Purpose:
SOPs help reduce errors, increase efficiency, and
maintain organizational knowledge.
Components of a Standard Operating
Procedure (SOP)
Title Page:
◦ Lists SOP title, target audience, SOP ID, and
approval details.
Table of Contents:
◦ Helps navigate long documents efficiently.
Step-by-Step Procedures:
◦ Describes the process in detailed steps.
Purpose & Scope:
◦ Explains the document’s goals and boundaries.
Cont…
Glossary:
◦ Defines technical terms, acronyms, and jargon.
Roles & Responsibilities:
◦ Identifies stakeholders and their duties.
Health & Safety Warnings:
◦ Outlines safety precautions to minimize risks.
Revision History & Approval:
◦ Tracks changes and includes signatures for approval.
Approval Signatures: If your company requires an
authorizing officer to sign off on SOPs.
Types of SOP Formats
Checklists:
Simple list of tasks that must be completed.
Step-by-Step Lists:
More detailed bullet-point instructions.
Hierarchical Lists:
Steps broken down into sub-steps for more
complex processes.
Process Flowcharts:
Visual representations of workflows showing
relationships between tasks.
Need or importance of Standard
Operating Procedures
Time-saving: Reduces time spent on troubleshooting.
Improved Communication: Ensures everyone is on the
same page.
Increased Accountability: Clarifies roles and
expectations.
Organizational Knowledge: Retains process knowledge
even when employees leave.
Safety: Ensures a safe work environment.
Consistency: Provides uniformity in operations.
Training: Acts as a reference for on boarding new
employees.
Steps to Develop SOPs
Generate a List of Business Processes:
Identify processes that need standardization.
Define the Objective:
Clearly state the "why" behind creating the SOP.
Choose the Format:
Decide whether to use checklists, step-by-step
lists, etc.
Cont………
Identify the Audience:
Understand the knowledge level of those using the
SOP.
Collaborate with Employees:
Engage employees in creating and reviewing SOPs.
Start Writing:
Draft the document based on input and review it with
stakeholders.
Making it Interactive
Visuals: add screenshots, flowcharts, and videos to
clarify steps.
Annotations: highlight key points or areas requiring
special attention.
Distribution:
Ensure easy access to SOPs in one centralized location.
Make them Living Documents:
SOPs should be updated regularly to remain relevant and
accurate.
Ideally, review and update every 3 months.
Updating SOPs
Reasons for Update:
The nature of the hazard changes.: New risks
identified or process changes.
Any chemical related Changes: New chemicals or
chemical quantities are introduced.
Equipment Changes: Updates in equipment used.
Unexpected Outcomes: Unforeseen issues like
temperature changes.
Periodic Updates: At a minimum, review every 3
years
Proposed SOP Submissions
Submission Process:
SOPs must be reviewed and submitted to the
relevant authorities (e.g., Assistant Commissioner,
Policy Framework).
This ensures consistency and compliance with
organizational and regulatory standards.
Conclusion
SOPs are the backbone of any organization's
operations.
They set a clear, systematic approach for
employees to follow, ensuring consistency and
reducing the likelihood of errors.
Importance of SOPs
Standardizing procedures enhances efficiency,
reduces risk, and ensures that employees work in a
safe, compliant environment.
It's a framework that improves communication and
Unit Three: Documentation
Definition of Feedback:
Feedback is the process where the output of a
system is used as input to modify future
performance.
Importance:
Feedback is essential for continuous improvement
in both personal and organizational contexts.
It helps to alter behavior and improve performance.
Cont………
Feedback is constant: It's part of daily
interactions, not just formal reviews.
Effective listening: Ensures that feedback is
heard and understood, creating value for both the
giver and receiver.
Motivation: Asking for feedback can motivate
employees to perform better and feel valued.
Performance Improvement: Constructive
criticism can lead to actionable steps for
improvement.
Continual learning: Feedback is vital for ongoing
In order to be effective feedback must be:
Key Characteristics:
Specific: Clear and measurable performance
goals.
Timely: Delivered close to the event for maximum
relevance.
Appropriate: Given in a positive, non-threatening
manner, especially negative feedback.
Behavior-focused: Address the behavior, not the
personality.
Proactive: Address issues before they become
Types of Feedback
Positive Feedback:
Reinforces good behaviors and motivates employees
to maintain them.
Constructive (Negative) Feedback:
Helps employees improve by highlighting areas for
improvement.
Delivered in private and tactfully, focusing on actions
rather than personal traits.
360-Degree Feedback:
Involves feedback from peers, subordinates, and
supervisors for a well-rounded view.
Maintaining Technical & User
Documentation
Why Documentation Matters:
Essential for clarity, reference, and future monitoring
of processes and tasks.
Creating and Updating Documentation:
Proper identification and description (e.g., title, date,
author and reference number should be included.).
Appropriate formatting must be followed for each type of document
Appropriate media should be maintained for each type of document
Ensure documents are reviewed and approved before
finalization.
Document Distribution Process
Why Document Distribution Matters:
Ensures the right people receive the necessary
documents, whether internal or external.
Supports collaboration and workflow through
controlled document management systems.
Helps ensure that documents are available for review,
inspection, and compliance.
Effective Distribution Methods
Email: Directly send documents to specific recipients.
Hardcopy/Softcopy Printing: When physical
distribution is required.
Document Control Systems: Use of systems that
manage workflows, watermarks, and audit trails.
Considerations:
Security: Protect sensitive information and prevent
unauthorized access.
Readability: Ensure documents are accessible and
clear to recipients.
Cost Efficiency: Minimize unnecessary expenses in
Document Distribution Challenges
Security Risks: Protecting confidential information
during distribution.
Cost of Distribution: Depending on the volume and
method, distribution can become expensive.
Compliance: Ensuring that documents are
distributed in accordance with legal and regulatory
requirements.
Summary
Feedback: An essential tool for personal and
organizational growth.
Must be specific, timely, appropriate, and behavior-
focused to be effective.
Documentation: Properly maintained documentation is
crucial for organizational efficiency, compliance, and
communication.
Ensure documents are updated regularly and distributed
securely.
Proactive feedback helps prevent small issues from
becoming major problems.
Cont…….
Documentation Importance:
Documentation ensures clarity, accountability, and provides a
historical record of processes.
Document Distribution:
Effective document distribution ensures that important information
reaches the intended audience efficiently.
Unit Four: Work in Team Environment
Role and Objective of the Team
A team is a small group of people with
complementary skills committed to a common goal.
Key objectives: achieve common purpose, perform
tasks efficiently, and hold each other accountable
for outcomes.
Importance of Teamwork:
Enhances collaboration and productivity.
Encourages innovation and creative problem
solving.
Elements that Make Up a Team
1. Team Composition:
A team’s overall skills, experience and expertise shape
team dynamics.
2. Team Culture:
Shared values, communication styles, and principles
guide how tasks are completed.
3. Team Goals:
Shared objectives that lead to the successful
completion of projects and tasks.
Steps to Perform Better in a Team
Environment
Choose a Team Leader:
Assign a trustworthy leader to motivate and guide the
team.
Consider Team Size: Larger teams provide diverse
perspectives; smaller teams offer more focused work. The
size of the team usually depends on the project goals, available resources, and
budget.
Assign and Communicate Roles:
Ensure clear understanding of roles, responsibilities, and
expectations.
Create a Collaborative Environment:
Foster open communication where ideas are valued and
Cont………
Be Respectful of Others' Opinions:
Engage with differing viewpoints constructively and
empathetically.
Track Progress:
Ensure timely delivery and continuous evaluation of
project status.
Recognize Individual Contributions:
Acknowledge and appreciate each team member’s
effort to motivate and maintain morale.
Benefits of a Team Environment
Improved Learning and Creativity: Diverse minds
bring innovative ideas.
Reduced Conflict: Clear roles and communication
help prevent misunderstandings.
Encourages Innovation: Collaboration sparks
creative solutions.
Increased Productivity: Working together improves
efficiency and output.
Team Parameters, Reporting Relationships,
and Responsibilities
1. Team Parameters: You should appraise your team
members on ‘results’ and ‘capabilities’.
Results: What the team has achieved so far.
Capabilities: What the team can achieve in the
future.
2. Reporting Relationships:
Understanding how a team communicates with other
departments or external entities.
The Reporting Process in Teamwork
Reporting Relationship Guidelines:
Written Reports: Clear structure to present
findings, evidence, and conclusions.
Purpose of Reports: To analyze and apply facts to
address specific issues.
Effective Reporting: Helps clarify team roles and
responsibilities to the organization.
Responsibilities and Roles of Team
Members
Understanding the purpose and objectives of the project.
Ensuring a correct balance between project and non-project
work.
Working to timescales and within cost constraints.
Reporting progress against plan .
Producing the deliverables/products to agreed specifications.
Cont……..
Reviewing key project deliverables/products.
Identifying issues.
Identifying risks associated with the project.
Working together as a team.
Contributing towards successful communication.
External Relationships and
Communication
External Team Liaison:
Some team members may be assigned the role of
liaison to interact with other teams or external
stakeholders.
This role ensures coordination and effective
support from other areas of the organization.
Barriers to Effective Communication
Common Barriers:
Noise (physical or psychological distractions)
Ambiguous messages
Cultural and linguistic differences
Physical barriers to communication (distance,
technology)
Not listening attentively
Types of Communication in Teams
Formal Communication:
Official channels prescribed by the organizational
structure, charts, or other official documents.
Examples: Emails, meetings, reports, memos.
Informal Communication:
Unofficial, more casual communication between team
members and flows outside of the firm’s chain of
command.
Examples: Casual conversations, team chats, social
media.
Levels of Communication in Teams
Upward Communication:
From subordinates to superiors, offering feedback
and insights.
Downward Communication:
From superiors to subordinates, sharing vision,
tasks, and expectations.
Horizontal Communication:
Communication between peers or teams working
at the same level within the organization.
Elements of the Communication
Process
Team work plans Development
Provides clear and specific guidance pertaining to the staffing,
timeline and costs associated with the implementation of
conservation actions.
Additionally, it defines the what, who, when and how of each of
these actions.
The process of completing a work plan will also help a team
identify gaps in the availability of critical resources and capacity
necessary to achieve objectives
The Work Plan Helps the Project Team to…
Ensure essential tasks are planned: Reduces the risk
of missing important steps in the project, ensuring a
comprehensive approach.
Allocate tasks efficiently: Prevents duplication of
efforts and ensures each team member knows their
responsibilities.
Establish short-term priorities and expectations:
Helps focus on immediate actions and sets clear
individual performance expectations.
Track and monitor project schedule: Establishes a
timeline that allows for ongoing tracking of progress
against deadlines.
Cont……….
Set expectations and accountability: Ensures
everyone is aligned on what needs to be achieved
and holds individuals accountable for their roles.
Analyze problem areas effectively: Identifies
bottlenecks or challenges early, allowing for timely
interventions.
Develop a more accurate budget: Ensures
resources are properly allocated, helping in the
creation of a realistic financial plan.
Steps in Developing a Work Plan
Step 1: Identify Specific Action Steps
Clearly outline what actions need to be taken to
reach project goals.
Step 2: Define “Who” is Responsible for Each
Action
Assign clear roles and responsibilities to team
members, ensuring everyone knows their tasks.
Step 3: Determine When Each Action Step Will
Take Place
Set realistic timelines for each action to ensure
timely execution of tasks.
Step 4: Estimate Resources Required for Each
Action
Identify the necessary resources (time, budget,
personnel) to complete each action step effectively.
Work Plan Benefits:
Helps prioritize tasks and allocate resources
efficiently.
Establishes clear accountability and expectations.
Provides a timeline for tracking progress.
Enables analysis and course correction in problem
areas.
Summary
Effective Teamwork, Communication, and
Responsibility Are Key:
Successful teams are built on clear roles, transparent
communication, and individual accountability.
Regularly revising plans and improving communication helps
teams stay on track and achieve their objectives.
A well-structured work plan is key for effective task
management, resource allocation, and tracking
progress.
Regular review and revision of the work plan ensures the
project stays on track and adapts to any challenges.
Ultimately, a detailed work plan enhances accountability,
reduces errors, and contributes to achieving project goals
Thank you for given
attention
