A directory of resources inthe field of technical communication.

Urgo, Raymond E.

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Assessing the Maturity Grade of Policies and Procedures Programs   (PDF)

Policies and Procedures (P and P) refers to the types of communication about an organization’s internal operating practices. A P and P program refers to the context in which an organization develops and manages its P and P communications. Because a P and P program is an on-going investment, its role and value to an organization should be assessed. A P and P program must provide performance-based communication, using performancebased means, for an organization that is performance oriented. Urgo and Associates devised a model to assess the maturity of P and P programs. The model consists of a questionnaire and matrix that work together in measuring and describing four grades (levels) of maturity according to five functions commonly found in P and P programs.

Urgo, Raymond E. STC Proceedings (1998). Presentations>Management>Policies and Procedures


Auditing and Enforcing Compliance with Policies and Procedures: Who Is Responsible?

Auditing and enforcing compliance with P&P content should not be the responsibility of a P&P group or included in the job description of a P&P practitioner. However, the charter or job description may state that P&P practitioners are responsible for supporting compliance efforts.

Urgo, Raymond E. Policies and Procedures Authority, The (2008). Articles>Documentation>Standards>Policies and Procedures


Compliance and Ethics Cause Need for Policies and Procedures Communicatioin

Increasing competition, generational differences, widespread social awareness, and customer demand for higher quality products and services make it necessary to ensure that the right protections are in place. Other reasons for the increased attention include the numerous reports of corporate scandals and corruption, along with ensuing legislative regulations in today’s global economy. This article describes some of the specific causes.

Urgo, Raymond E. Policies and Procedures Authority, The (2008). Articles>Documentation>Policies and Procedures>Ethics


Contracting and Consulting for Policies and Procedures Engagements   (PDF)

As the number of persons employed by some U.S. organizations declined since the late 1980s, so have employment opportunities for Policies & Procedures (P&P) practitioners. During this period, the number of contractors and consultants has increased to meet the needs of newly changed organizations. A useful way for P&P practitioners to learn how they can provide contracting and consulting services is to understand three roles in leveraging such services: an extra pair of hands, expert, and collaborator.

Urgo, Raymond E. STC Proceedings (1999). Articles>Business Communication>Policies and Procedures>Technical Writing


Defining Policies and Procedures: Three Perspectives

Most people, including P&P practitioners, define P&P on a micro level, primarily because they have not considered other perspectives. Here are three perspectives about policies and procedures by which you can think, speak, and act in today’s workplace.

Urgo, Raymond E. Policies and Procedures Authority, The (2008). Articles>Documentation>Policies and Procedures


Designing Policies and Procedures Information   (PDF)

The policies and procedures (P&P) developer must address more than format and style issues in designing policies and procedures information. There are at least five levels of design for policies and procedures information. Level 1 concerns the architecture in which the information resides. Level 2 concerns the type of relationship that exists among documents within the architecture. Level 3 concerns the approach used in designing and developing the information content within a policies and procedures document. Level 4 concerns the writing methods to use. Level 5 concerns the various writing techniques for presenting information in units individually and collectively within a policies and procedures document.

Urgo, Raymond E. STC Proceedings (2000). Presentations>Documentation>Policies and Procedures


Drawing the Line Between Analyzing and Performing Organizational Practices

How prepared are you, as a policies and procedures (P&P) professional, to draw the line if you are asked to change hats from your analyst role to the role of performing the tasks of the organizational practices you are documenting?

Urgo, Raymond E. Policies and Procedures Authority, The (2009). Articles>Workplace>Policies and Procedures>Professionalism


Exodus of “Baby Boom” Generation Increases Need for Policies and Procedures

For many years, employee retirement was considered a normal part of attrition. Today, however, that attrition is becoming a major concern in organizations. In the United States alone, the so-called “baby boomer” generation (those born between 1946 and 1964) has already begun retiring. This concern is one for which policies and procedures (P&P) communication is being called to the rescue.

Urgo, Raymond E. Policies and Procedures Authority, The (2008). Articles>Documentation>Policies and Procedures


Flowcharting Processes and Procedures   (PDF)

This discussion offers participants an overview of what process and procedure flowchorting is in the technical communication's universe of charting. The discussion distinguishes between information for “process” verses “procedure” and from other types of information. The discussion presents standards for using basic symbols and assembling them for effective and efficient communication design. The discussion presents various styles and formats for presenting process and procedures flowcharts, along with tools and techniques for creating and using flowcharts.

Urgo, Raymond E. STC Proceedings (1994). Design>Graphic Design>Charts and Graphs


Forgotten Media for Communicating Policies and Procedures

Mention the words, “media for communicating policies and procedures (P&P),” and most people automatically think of printed bound manuals or binders, electronic document files on a server or intranet, or content on a Web site. Although these media are popular and often formal in nature, let’s not forget that there are other types of media that organizations may use to communicate their P&P.

Urgo, Raymond E. Policies and Procedures Authority, The (2008). Articles>Communication>Policies and Procedures


Forming a Policies and Procedures Professional Interest Committe   (PDF)

This session offers participants an opportunity to learn and contribute ideas about forming a policies and procedures professional interest committee (PIC) within STC. The presenter defines 'policies and procedures' and its growing importance in industry. Represents STC’s requirements for forming a PIC. He proposes a mission statement, goals, objectives, and activities for having this PIC. Participants comment on and volunteer for making this PIC a success.

Urgo, Raymond E. STC Proceedings (1994). Presentations>Collaboration>TC>STC


Importance of "Nimbleness" in Managing Policies & Procedures

The ability of an organization to be nimble in its policy and procedures development, maintenance, communication, and implementation is necessary to adequately manage critical policy and procedures changes.

Urgo, Raymond E. Urgo and Associates (2010). Articles>Documentation>Policies and Procedures


Importance of Work Samples for Developing and Communicating Policies & Procedures

Work samples are an often forgotten data collection technique for quickly and effectively analyzing, developing, and communicating policies and procedures.

Urgo, Raymond E. Urgo and Associates (2010). Articles>Documentation>Policies and Procedures>Policies and Procedures


Is It Time to Purge Segments of Your Policies & Procedures Content?

To avoid serious consequences to your organization and barriers to your users’ performance, it may be time to purge segments of your policies and procedures content.

Urgo, Raymond E. Urgo and Associates (2010). Articles>Documentation>Policies and Procedures>Content Management


Is Your Organization's Policies & Procedures Investment Ready for an Assessment?

What should organizations do about their policies and procedures that home owners, car owners, and others do to manage their investments and other assets?

Urgo, Raymond E. Urgo and Associates (2010). Articles>Documentation>Assessment>Policies and Procedures


Marketable Skills for the Policies and Procedures Professional   (PDF)

Changes in the economy and within organizations continue to require that demonstrated value be produced from the labor force. In order for policies and procedures (P&P) professionals to demonstrate how their work adds value to an organization, they need to develop and diversify their skill set to be more accessible and valuable in the services they provide.

Urgo, Raymond E. STC Proceedings (1995). Careers>Documentation>Policies and Procedures


Policies and Procedures 1995 PIC Meeting   (PDF)

This session is intended for those interested in (a) policies and procedures as a subject, (b) networking with others concerned with policies and procedures, (c) learning about this PIC, (d) influencing the direction of this PIC, or (e) listening, commenting, or volunteering. The first portion of the meeting will briefly review the PIC's history, mission, membership, budget, teams, goals, and progress. The second portion will be open to discuss new business.

Urgo, Raymond E. STC Proceedings (1995). Articles>Documentation>Policies and Procedures


Policies and Procedures Communication Becoming More Suitable for Learning

Three workplace trends are driving policies and procedures (P&P) communication to be more suitable for learning than classroom training: changing workforce needs; e-content availability; and changing organizational needs.

Urgo, Raymond E. Policies and Procedures Authority, The (2008). Articles>Business Communication>Policies and Procedures>Education


Policies and Procedures for Training and Reference: One Source?

Should an organization maintain two sets of policies and procedure (P&P) information—one that is developed for training and another that is developed for on-going reference?

Urgo, Raymond E. Policies and Procedures Authority, The (2008). Articles>Documentation>Business Communication>Policies and Procedures


Policies and Procedures Writer, Analyst, or Subject Matter Expert: Who Do We Need?

Who should you contract to update an outdated policies and procedures manual–subject matter expert or a policy and procedure writer?

Urgo, Raymond E. Policies and Procedures Authority, The (2008). Articles>Writing>Policies and Procedures>SMEs


Providing Job-Based Policies and Procedures that Support Compliance Requirements

Organizations develop policies and procedures to support industry certification and compliance requirements. Unfortunately, companies often develop P&P information that is not helpful to all employees who must use the information. In fact, one study found that 40 percent of U.S. companies failed ISO certification because of problems with unclear or missing P&P documentation, resulting in wasted time, money, and effort.

Urgo, Raymond E. Policies and Procedures Authority, The (2008). Articles>Documentation>Standards>Policies and Procedures


Review: Rapid Documentation of Policies and Procedures

Rapid documentation of policies and procedures is a welcomed addition to the policies and procedures (P&P) bookshelf in that it provides an easy-to-read book with an introductory-level method for developing P&P content rapidly.

Urgo, Raymond E. Urgo and Associates (2010). Books>Reviews>Documentation>Policies and Procedures


Reducing Employee Reading Time to Follow Policies & Procedures

How can we reduce the amount of time needed for employees to read instructions, so they can easily follow procedures? Is there a way to layout the procedure and the supplementary information so it is not intertwined?

Urgo, Raymond E. The Policies & Procedures Authority (2009). Articles>Documentation


Style Rules for Job Position Names and Titles in Policies & Procedures

Have you struggled with job position names and titles in your policies and procedures (P&P) content? Here are several style rules to follow.

Urgo, Raymond E. Policies and Procedures Authority, The (2009). Articles>Style Guides>Policies and Procedures>Organizational Communication


Tips for Presenting Ethics Practices

Because the nature of ethics information is highly abstract and related to integrity, it is based upon judgment and therefore subject to varying interpretations by employees. To increase common understanding and consistent interpretations, the use of language, choice of words, sentence formation, and presentation style are important.

Urgo, Raymond E. Policies and Procedures Authority, The (2008). Articles>Presentations>Ethics>Policies and Procedures



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