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Worldwide Communications & Policy is a relatively new department in Federal Express, created to manage communications and produce policy and procedure (P&P) manuals for the largest division in our global company. We asked an outside consultant, JoAnn Hackos & Associates, to evaluate the existing divisional P&P manuals and conduct an audience analysis. We emerged from the process with a plan to change the existing manuals, which tried to be all things to all people, into a collection of audience-specific, task-oriented documents.
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Asking Your Users and Doing What They Need: The Story of How Federal Express Ground Operations Revamped Its User Manuals
http://www.stc.org/confproceed/1994/PDFs/PG428.PDF
Gill, Sadie P., JoAnn T. Hackos, Mary Hartmann, Carol Sowell, and Julian S. Winstead
STC Proceedings
1994
Abstract: Worldwide Communications & Policy is a relatively new department in Federal Express, created to manage communications and produce policy and procedure (P&P) manuals for the largest division in our global company. We asked an outside consultant, JoAnn Hackos & Associates, to evaluate the existing divisional P&P manuals and conduct an audience analysis. We emerged from the process with a plan to change the existing manuals, which tried to be all things to all people, into a collection of audience-specific, task-oriented documents.
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