Web Development and Database

Administration
LEVEL II

Module Title: Update and Document Operational

Procedures

Course Code: EIS WDDBA2 08 1221

 Learning guide
Unit of Competence: update and document operational procedure

Module Title : Update and Document operational procedure

TTLM Code : EIS WDDBA2 08 1221

Lo 1: Assess technical and user documentation

Lo 2: Update procedures

Lo 3: Update documentation

INFORMATION LO1 Assess technical and user

SHEET documentation

MODULE TEN update and document operational

procedure

This learning guide is developed to provide you the necessary information regarding the following content
coverage and topics –

• User and Technical Documentation Review

• Accuracy Review of Technical and User Documentation

This guide will also assist you to attain the learning outcome stated in the cover page.
Specifically, upon completion of this Learning Guide, you will be able to –

• Review current version of technical and user documentation based on the latest operational
procedures.
• Compare accuracy of technical and user documentation with current system functionality.
• Identify and document inaccuracies for future reference.

Learning Activities

1. Read the specific objectives of this Learning Guide.

2. Read the information written in the “Information Sheets 1” in pages 3-6.

3. Accomplish the “Self-check” in pages 7.

4. If you earned a satisfactory evaluation proceed to “Information Sheet 2”. However, if your rating is
unsatisfactory, see your teacher for further instructions or go back to Learning Activity # 1.

5. Read the information written in the “Information Sheet 2” in pages 8-11.

6. Accomplish the “Self-check” in page 12.

7. If you earned a satisfactory evaluation proceed to “Lap Test”. However, if your rating is unsatisfactory, see
your teacher for further instructions or go back to Learning Activity # 2.
8. Do the “LAP test” on page 13 (if you are ready) and show your output to your teacher. Your teacher will
evaluate your output either satisfactory or unsatisfactory. If unsatisfactory, your teacher shall advice you on
additional work. But if satisfactory you can proceed to Learning Guide 7.

Your teacher will evaluate your output either satisfactory or unsatisfactory. If unsatisfactory, your teacher shall
advice you on additional work. But if satisfactory you can proceed to the next topic.

Information Sheet 1
User and Technical Documentation Review
Documentation may refer to the process of providing evidence ("to document something") or to the
communicable material used to provide such documentation (i.e. a document).
 Documentation in ICT field: The following are different types of documentations usually seen in the
ICT field.

1. Architectural and Design documentation.

2. Technical Documentation.
3. User Documentation.
4. System Documentation.

USER AND TECHNICAL DOCUMENTATION

1. User documentation - Designed for the end user of the computer hardware or software. It may
not be a computer specialist

Examples of user documentation

• Instructional Materials which usually come with the hardware or software such as installation
instructions or a troubleshooting guide.
• Training Materials designed to teach the user the skills required to use the hardware or
software. Examples include tutorials and user manuals.
• Reference Materials designed so users can look up a particular task. An example is a quick
reference guide.
• Policies and Procedures of an Organization. This documentation helps all staff and
management work to the same guidelines and rules.

2. Technical documentation- "Technical documentation" is the generic term for documentation

with regard to a product. People mainly associate the term with the documents and information
that are passed on to the public by the manufacturer.

It is also a documentation that is produced for a person who has enough expertise in a particular
computer system to support or maintain that system.

Examples of technical documentation

• User instructions
 • Operating instructions
• Servicing instructions
• Installation manuals
• Software manuals

The term 'technical documentation' refers to different documents with product-related

data and information that are used and stored for different purposes. “Different purposes” mean:
Product definition and specification, design, manufacturing, quality assurance, product liability,
product presentation; description of features, functions and interfaces; intended, safe and correct
use; service and repair of a technical product as well as its safe disposal.

Instructions versus directions versus manual versus handbook versus …

Often, there is still confusion about whether something should be called operating
instructions, user manual, user guide, user directions, operating manual etc. pp. The standards for
technical editors and the law makers are also not consistent in their terminology. Let's try to sort it
out from a linguistic point of view:

 "Directions" is derived from "to direct": Here it is the superior who directs the subordinate, i.e.
the boss directs the staff member (or parents their child). Hence, user directions can only be given
internally (within the company). Accordingly, the user direction is the document that details the
procedures for a specific workplace. It takes into account the specific demands and requirements
within the company. This makes it clear that user directions cannot be supplied by the manufacturer
of the product: the manufacturer has no knowledge of the company internals of the user.

 "Instructions" is derived from "to instruct". Somebody capable of something already instructs
someone else who wants to learn just this. Here two entities meet eye-to-eye, e.g. manufacturer and
user. Therefore, the instructions are the document that communicates, how to employ and use the
product. When "instructing" however, you do not really communicate any theory, i.e. the
description of the product is — strictly speaking — not part of the instructions. The term
"instructions" is independent of the publishing medium, it does not tell you whether it comes
on paper or online

 "User instructions" or "user manual": The first word of each group already says it — it is about
using the product. Because "manual" is usually associated with a "book", "user manual" is the book,
in which the usage is described. The publication medium is specified. On the other hand, the term
"user instructions" is media independent.
  Operating instructions / operating manual: Here again it is all about the first word in the phrase
— it is generally about the operation. This is more general than just using something; it starts with
transport and storing, is then followed by installation and commissioning up to using the product,
continues with cleaning, service and repair and ends up with dismantling and disposal. A document
describing operating should therefore be correspondingly comprehensive (not forgetting the safety
information).

REVIEW CURRENT VERSION OF TECHNICAL AND USER DOCUMENTATION

Why Documentation Review?

 Overall improvement
 Accurate and up-to-date documents
 Increases credibility

The Need

 Technically correct document

 Concise Information
 Avoid Chaos/disorder
 Timely Delivery
 Satisfaction

Review Objectives

 Evaluate the documented information o Accuracy = Correctness o Completeness = wholeness o

Conciseness = shortness
 Reduce the defect percentage
 Improve the quality of documents
 Focus on correcting the defects

Types of documentation reviews

1. Peer Review o Review by people who have coordinated knowledge and
skills.
 Provide a list of exactly what you need them to
review o Assess peer review practice o Prepare procedure documents o Formulate
a program agenda 2. Presentation Review
 3. Review amongst the technical writers
4. Subject matter expert review
5. Review for technical information
6. Overall Review
7. Review by the testing team for detecting defects.

The Review Process

1. Plan the review process

2. Develop a clear, focused charge for each reviewer to identify important issues and invite
suggestions for improvement.
3. Prepare and maintain a review record.
4. Make recommended changes to document and respond to the reviewer’s comments.

Review Focus

 Before circulation o Review the document for readability and clarity. o Review for correct
English usage o Review and evaluate the technical content o Make a reviewers checklist
 Focus on the technical review and not on editorial review 
Verify the technical accuracy of all procedural steps.  Verify the
accuracy of all screen captures in the document.

 After review o Review the sent checklist o Take a positive approach o Maintain a tracking list
o Decide and let the reviewer know which comments would be incorporated o Call a meeting
if required.
o Publish the final copy.

Challenges

 Involving Team (Let us do it)

 Getting Proper reviews
 Handling Last Minute Changes

Information Sheet 2 Accuracy Review of Technical and User

Documentation
Comparing accuracy of technical and user documentation’s with the current document (functionality
will be treated later)

Make sure the facts as stated in the document are correct, helpful, and on topic.

To do a technical accuracy review, you really need to know your subject matter, probably as well or
better than the original author. Use whatever other documentation is available for your subject, including man
pages, program documentation, other printed books, etc. You might also use mailing lists on the topic, asking
for third parties to verify certain facts of which you are in doubt.

When doing this type of review, consider if the information is only valid for certain types of hardware
or software. If this is the case, make sure to note the limitations of the document within the document, either
within the abstract or as a note at the beginning of the document. For example, if the solutions in the document
only are relevant for one type or brand of hardware, make sure that that limitation is defined. This will keep
readers from trying to apply a certain type of technology to an application or situation where it will not work.

The same should apply for the prerequisite knowledge of the reader. If prior knowledge of a subject is
assumed or required, the author should say so somewhere at the beginning of the document, and it's helpful to
ask that authors provide a Resource section for further reading, to bring readers that much closer to the required
information.

Language Review

Because writers come from all types of backgrounds, there may be problems within the documentation
that need to be fixed. Writers may be very knowledgeable in their subject areas but not great writers, or they
may be excellent writers but not completely fluent in the language of the document. The language review
addresses these types of problems by focusing on language issues that make the document easier for the user to
read and understand. Some of the problems that may occur within the document are poor sentence structure,
grammar, organization, clarity, and spelling.

If you are doing a language review, you should be fluent in the language and the structure of the
language. You want to consider both the logic and grammar of the document. Your primary goal in a language
review is to identify and correct areas that could lead to confusion for the reader/user of the document. To this
end, you can most certainly use language and grammar references such as dictionaries and handbooks when in
doubt.
 Although this review does address the structure and delivery of the language, you should not attempt
to purge the document of individuality and personality in an attempt to make it "sound better" or more technical.
Stilted or overformal, humorless language and structures are not the goals here. Again, your goal should be to
make the document clear, unambiguous, and correct in spelling and grammar.

Items to evaluate:

• Spelling. Spelling should conform to a standardized English spelling of terms. For words that are new
to the language and not yet standardized (for example technical Linux terminology that is generally
accepted in the community), follow the most common spelling for the term.

• Grammar. For the purposes of this review, grammar should address issues such as standards of
subject/verb agreement, pronoun/antecedent agreement, etc

For example, to say, "You will need to set several parameters in the config file to make it compile
correctly. The ones you choose to set make a big difference."

• Use of capital letters. The document's title and section headings may follow one of two conventions,
but must be consistent throughout. Titles may either capitalize only the first word, or may capitalize
each word. In the second case the only words not capitalized in a title are prepositions, articles, and
proper nouns which would not be capitalized.

• Clarity. Judgments on clarity are sometimes difficult to make. One successful strategy in evaluating
clarity is asking the question "If I did not already know this information, would the explanation be clear
from this document." If it is confusing to you and you already generally understand what the author is
trying to say, then there is a good chance that the explanation is really confusing for someone reading
the document for the first time. If you run across this situation, and you don't really know how to
correct the technical explanation, or you are afraid your changes might affect the meaning of the
document, ask for help from a technical expert. If no technical expert is available or no one responds
to your requests, note the needed changes in the review and mark that these concerns need to be
addressed in the technical review.

• Organization. In some cases the document would really benefit from a different structure. You should
address these issues when they interfere with the understanding of the information within the
document. If a document gives background information after a procedure has been performed, this
may well be too late for the reader to fully consider the information he or she needs before performing
the task. Look for document organization that might confuse or mislead the reader.
These will be the types of issues you want to address. Once these are identified, it may be worthwhile
to let the author know your rationale and discuss major changes with him or her.
• Sentence Structure. To some extent, sentence structure issues are discussed in the grammar section;
however, there are some additional issues that are not grammatically incorrect but do interfere with the
readers comprehension of the material. One of the most noticeable of these is stacked prepositional
phrases.
 Stacked prepositional phrases become a problem when the document's readability suffers because it
becomes less and less clear what the subject and action of the sentence are. In some cases more precise
descriptors are needed or sentences need to be changed from one long sentence that is hard to
comprehend, to two or three more easily read sentences.

• Readability. This area is somewhat subjective. What passes for fairly readable material to one person
might be confusing to someone else. Because this is a value judgement you should be cautious when
marking up an author's work for readability. Realize when basing a judgment on readability that you
might be dealing with preferences of style. In evaluating readability you must consider whether or not
the way the document is written truly interferes with the readers understanding of the information. If
the answer you come up with is "No, but it doesn't sound like I think it should." then you should
probably not re-write the text to make it sound better to you.

• Title. The title should be in proper title case. The general principle for this is that all words are
capitalized in a title except prepositions and articles (an article will be capitalized if it is the first word in
the title).

• Date Formats. Dates should be in standard ISO format, which is YYYY-MM-DD.

• Definitions of Acronyms or Slang. Terminology and language within the realm of computer
technology changes rapidly. In reviewing documents you may find that many of the terms that are being
discussed are not valid words in any dictionary or technical reference that you are familiar with. Terms
that are less familiar should be defined immediately following the first instance of the term. Slang should
be replaced with more common terminology if the slang will causes the reader to be confused by the
connotation or denotation of the term.

Remember that readers using the document may not come to English as a primary language and,
therefore, you should do your best to make sure that the document is as easy to understand as possible.

• Latin abbreviations. Avoid using abbreviations. e.g. (for example), et al. (and others), etc (and so on)
and i.e. (that is) should always use the English equivalent.

Metadata and Markup Review

In order for these scripts to work, documents must use valid markup and include specific metadata.

Markup is a modern system for interpretation of a text in a way that is syntactically distinguishable
from that text. Example XML, Pdf, docs …

Metadata is information about the document and includes author information, copyright, license and
a revision history of the document.
Required Markup

• DocBook XML version

• PDF
• CHM (Compiled HTML Help): The CHM file type is primarily associated with 'HTML Help' by
Microsoft Corporation.

Required Metadata

The following elements are all required:

• articleinfo or bookinfo
• Title. Every document must contain a short, descriptive title. It should be reasonably unique; check
other documents in the collection to make sure your document's title is distinctive from all other
documents.
• Abstract. A short description of your document must be included in the abstract. This description is
typically one or two sentences in length.
• Author. Every document must have an author. If there are multiple authors, you may use authorgroup.
If the document was prepared by an organization with no individual author, please use authorcorp
instead.
• Editor. Every new document must go through the review process and have a technical, language and
metadata/markup review editor listed
• pubdate. The date of publication for the document. The date should be in the ISO standard of
YYYY-MM-DD.
• Copyright. Authors will always retain the copyright to any documents they submit to the LDP.
Although it is not required, a copyright notice may be included. A license, however, is always required.
• Revision history (revhistory). A summary of revisions should be included in the document. The initial
release of a document should be marked up as Version 1.0. Subsequent updates should increment the
version number appropriately. The preferred format is Major.Minor.Bugfix, where each section is an
integer. Some authors use Alan Cox style versions (for example 1.4pre-3) and some include additional
information (for example 1.3beta). This is acceptable but not encouraged. The most important thing is
that we have a version number so we know which version we are dealing with! Once a document goes
through review it should advance in minor or bugfix version number, depending on the amount of
change introduced.
• License and Legal Notice. A license is required.
• email.
• Acknowledgements and Other Credits. Very few, if any, documents are written only by one person.
It is good form to thank those who helped you with either the writing, research, testing or reviewing of
your document. If someone added markup, or translated your document to another language they
should also be given credit.

Self – Check
Written Test
Name: ______________________________________ Date:
________________________________________

Time started: _______________________________ Time finished:

_______________________________

I. MATCHING TYPE. Match the terms in Column B with the appropriate description in Column A.

COLUMN A COLUMN B

1. It is a documentation that is designed for the end user a. Abstract of a computer

hardware or software b. Accuracy
2. It is the process of providing evidence. c. Conciseness
3. A documentation that provides a more general d. Documentation information about
the product like transportation, e. Grammar storage, installation, usage and cleaning,
service repair f. Markup and ends up with dismantling and disposal. g. Metadata
4. A document that details the procedures for a specific h. Peer review workplace. i.
Readability
5. Review by people who have coordinated knowledge j. Technical and skills. documentation
6. Correctness of the information k. Title
7. Whether or not the way the document is written truly l. User direction interferes with
the readers understanding of the m. User documentation information.
8. Address issues such as standards of subject/verb agreement, pronoun/antecedent agreement,
etc
9. A short description of the document.
10. Information about the document.

II. ENUMERATION. List what is asked for in every item.

1. List down at least five (5) required metadata in the document.

2. Identify at least ten (10) items in the document to be evaluated and describe each briefly (in one
sentence only).
Note: Satisfactory rating - 20 points Unsatisfactory - below 20 points You can
ask you teacher for the copy of the correct answer
 INFORMATION LO2 Update procedures
SHEET
MODULE TEN update and document operational
procedure

Introduction Learning Guide #2

This learning guide is developed to provide you the necessary information regarding the following content
coverage and topics –

• User and Technical Documentation Review

• Accuracy Review of Technical and User Documentation

This guide will also assist you to attain the learning outcome stated in the cover page.

Specifically, upon completion of this Learning Guide, you will be able to –

• Review current version of technicaland user documentation based on the latest operational
procedures.
• Compare accuracy of technicaland user documentation with current systemfunctionality.
• Identify and document inaccuracies for future reference.

Learning Activities
 1. Read the specific objectives of this Learning Guide.

2. Read the information written in the “Information Sheets 1” in pages 3-6.

3. Accomplish the “Self-check” in pages 7.

4. If you earned a satisfactory evaluation proceed to “Information Sheet 2”. However, if your rating is
unsatisfactory, see your teacher for further instructions or go back to Learning Activity # 1.

5. Read the information written in the “Information Sheet 2” in pages 8-11.

6. Accomplish the “Self-check” in page 12.

7. If you earned a satisfactory evaluation proceed to “Lap Test”. However, if your rating is unsatisfactory, see
your teacher for further instructions or go back to Learning Activity # 2.

8. Do the “LAP test” on page 13 (if you are ready) and show your output to your teacher. Your teacher will
evaluate your output either satisfactory or unsatisfactory. If unsatisfactory, your teacher shall advice you on
additional work. But if satisfactory you can proceed to Learning Guide 7.

Your teacher will evaluate your output either satisfactory or unsatisfactory. If unsatisfactory, your teacher
shall advice you on additional work. But if satisfactory you can proceed to the next topic.

Information Sheet 1
Updating Operational Procedures

Operational Procedures

An Operating Procedure (OP) is a set of written instructions that document a routine on repetitive
activity followed by an organization. The development and use of Ops are an integral part of a successful quality
system as it provides individuals with the information to perform a job properly, and facilitates consistency in
the quality and integrity of a product or end-result.
 The term “OP” may not always be appropriate and terms such as protocols, instructions, worksheets,
and laboratory operating procedures may also be used. For this document “OP” will be used.

Purpose

OP details the regularly recurring work processes that are to be conducted or followed within an
organization. They document the way activities are to be performed to facilitate consistent conformance to
technical and quality system requirements and to support data quality.

They may describe, for example, fundamental programmatic actions and technical actions such as
analytical processes, and processes for maintaining, calibrating, and using equipment. OPs are intended to be
specific to the organization or facility whose activities are described and assist that organization to maintain their
quality control and quality assurance processes and ensure compliance with governmental regulations.

If not written correctly, SOPs are of limited value. In addition, the best written SOPs will fail if they are
not followed. Therefore, the use of SOPs needs to be reviewed and re-enforced by management, preferably the
direct supervisor. Current copies of the SOPs also need to be readily accessible for reference in the work areas
of those individuals actually performing the activity, either in hard copy or electronic format, otherwise SOPs
serve little purpose.

Benefits

The development and use of SOPs minimizes variation and promotes quality through consistent
implementation of a process or procedure within the organization, even if there are temporary or permanent
personal changes. SOPs can indicate compliance with organizational and governmental requirements and can
be used as a part of a personnel training program, since they should provide detailed work instructions. It
minimizes opportunities for miscommunication and can address safety concerns.
Writing Styles
SOPs should be written in a concise, step-by-step, easy-to-read format. The information presented
should be unambiguous and not overly complicated. The active voice and present verb tense should be used.
The term "you" should not be used, but implied. The document should not be wordy, redundant, or overly
lengthy. Keep it simple and short. Information should be conveyed clearly and explicitly to remove any doubt
as to what is required.

Also, use a flow chart to illustrate the process being described. In addition, follow the style guide used by your
organization, e.g., font size and margins.

SOP PROCESS

SOP Preparation

The organization should have a procedure in place for determining what procedures or processes need
to be documented. Those OPs should then be written by individuals knowledgeable with the activity and the
organization's internal structure. These individuals are essentially subject-matter experts who actually perform
the work or use the process.

A team approach can be followed, especially for multi-tasked processes where the experiences of a
number of individuals are critical, which also promotes “buy-in”/interest from potential users of the SOP.

SOPs should be written with sufficient detail so that someone with limited experience with or
knowledge of the procedure, but with a basic understanding, can successfully reproduce the procedure when
unsupervised. The experience requirement for performing an activity should be noted in the section on personnel qualifications.
For example, if a basic chemistry or biological course experience or additional training is required that
requirement should be indicated.

Write OP on how to uninstall software from your XP computer

SOP Review and Approval

SOPs should be reviewed (that is, validated) by one or more individuals with appropriate training and experience with
the process.It is especially helpful if draft SOPs are actually tested by individuals other than the original writer before the SOPs are
finalized.
 The finalized SOPs should be approved as described in the organization’s Quality Management Plan or
its own SOP for preparation of SOPs. Generally the immediate supervisor, such as a section or branch chief,
and the organization’s quality assurance officer review and approve each SOP. Signature approval indicates that
an SOP has been both reviewed and approved by management.

Frequency of Revisions and Reviews

SOPs need to remain current-recent to be useful.Therefore, whenever procedures are changed,

SOP should be updated and re-approved. If desired, modify only the pertinent section of an SOP and indicate
the change date/revision number for that section in the Table of Contents and the document control notation

SOPs should be also systematically reviewed on a periodic basis,e.g. every 1-2 years, to ensure
that the policies and procedures remain current and appropriate, or to determine whether the SOPs are even
needed. The review date should be added to each SOP that has been reviewed. If an SOP describes a process
that is no longer followed, it should be withdrawn from the current file and archived.

The review process should not be overly cumbersome-burdensome to encourage timely review.
The frequency of review should be indicated by management in the organization’s Quality Management Plan.
That plan should also indicate the individual(s) responsible for ensuring that SOPs are current.

Document Control

Each organization should develop a numbering system to systematically identify and label their SOPs,
and the document control should be described in its Quality Management Plan.

Generally, each page of an SOP should have control documentation notation, similar to that illustrated
below. A short title and identification (ID) number can serve as a reference designation. The revision number
and date are very useful in identifying the SOP in use when reviewing historical data and is critical when the
need for evidentiary records is involved and when the activity is being reviewed. When the number of pages is
indicated, the user can quickly check if the SOP is complete.Generally this type of document control notation is located in the upper
right-hand corner of each document page following the title page.

SOP Document Tracking and Archival

 The organization should maintain a master list of all SOPs. This file or database should indicate the SOP
number, version number, date of issuance, title, author, status, organizational division, branch, section, and any historical
information regarding past versions. The QA Manager (or designee) is generally the individual responsible for
maintaining a file listing all current quality-related SOPs used within the organization. If an electronic database
is used, automatic “Review SOP” notices can be sent. Note that this list may be used also when audits are being
considered or when questions are raised as to practices being followed within the organization.

Short Title/ID # Rev.

#:

Date:

Page 1 of

As noted above, the Quality Management Plan should indicate the individual(s) responsible for assuring
that only the current version is used. That plan should also designated where, and how, outdated versions are
to be maintained or archived in a manner to prevent their continued use, as well as to be available for historical
data review.

Electronic storage and retrieval mechanisms are usually easier to access than a hard-copy document
format. For the user, electronic access can be limited to a read-only format, thereby protecting against
unauthorized changes made to the document.

Submit procedure

Prepare standard procedure for installation of programs from CD/DVD on Windows 7 System.

SOP GENERAL FORMAT

SOPs should be organized to ensure ease and efficiency in use and to be specific to the organization
which develops it. There is no one “correct” format; and internal formatting will vary with each organization
and with the type of SOP being written. Where possible break the information into a series of logical steps to
avoid a long list. The level of detail provided in the SOP may differ based on, e.g., whether the process is critical,
the frequency of that procedure being followed, the number of people who will use the SOP, and where training
is not routinely available. A generalized format is discussed next.

• Title Page
The first page or cover page of each SOP should contain the following information: a title that clearly
identifies the activity or procedure, an SOP identification (ID) number, date of issue and/or revision, the name
of the applicable agency, division, and/or branch to which this SOP applies, and the signatures and signature
dates of those individuals who prepared and approved the SOP. Electronic signatures are acceptable for SOPs
maintained on a computerized database.

• Table of Contents
A Table of Contents may be needed for quick reference, especially if the SOP is long, for locating
information and to denote changes or revisions made only to certain sections of an SOP.

• Text
Well-written SOPs should first briefly describe the purpose of the work or process, including any
regulatory information or standards that are appropriate to the SOP process, and the scope to indicate what is
covered. Define any specialized or unusual terms either in a separate definition section or in the appropriate
discussion section. Denote what sequential procedures should be followed, divided into significant sections; e.g.,
possible interferences, equipment needed, personnel qualifications, and safety considerations (preferably listed
in bold to capture the attention of the user). Finally, describe next all appropriate QA and quality control (QC)
activities for that procedure, and list any cited or significant references.

As noted above, SOPs should be clearly worded so as to be readily understandable by a person

knowledgeable with the general concept of the procedure, and the procedures should be written in a format that
clearly describes the steps in order. Use of diagrams and flow charts help to break up long sections of text and
to briefly summarize a series of steps for the reader.

Attach any appropriate information, e.g., an SOP may reference other SOPs. In such a case, the
following should be included:

1. Cite the other SOP and attach a copy, or reference where it may be easily located.

2. If the referenced SOP is not to be followed exactly, the required modification should be specified in
the SOP at the section where the other SOP is cited.
 Self – Check
Answer Key

Name: ______________________________________ Date:

________________________________________

I. TRUE OR FALSE. Write True if the statement is correct and write False if it is incorrect. Write your
answer in the space provided before each item.(10 points)
________1. OPs are intended to be specific to the organization or facility whose activities are described.
________2. The information presented in SOPs should be ambiguous and overly complicated.
________3. “YOU” can be freely used in SOP to address the instruction to the reader.
________4. Current copies of SOPs should be readily accessible for reference in the work areas.
________5. SOP should be updated and re-approved whenever there are changes in any of the
procedures of the organization.
________6. During revision, the whole SOP should be revised.
________7. An OP should be written by an individual who has a little knowledge about the activities
and the organization’s internal structure.
________8. It is especially helpful if draft SOPs are actually tested by the original writer before it can
be finalized.
________9. SOP should be written in concise, step – by – step, easy – to – readformat. ________10.
Quality Management Plan is responsible for maintaining a file listing of all current quality-related
SOPs used within the organization.

II. ENUMERATION. Give what is/are asked in each item.

1. Other terms for OP

_______________________ _______________________
_______________________ _______________________

2. Instances where OP fails

_______________________ _______________________

3. Information indicated in the Title Page

_______________________ _______________________

_______________________ _______________________
 III. IDENTIFICATION. Identify the term being described in each item. Write your answer in the space
provided before each item.
______________________1. An operating procedure is a set of written instructions that document a
routine on what activity of the organization?
______________________2. What happens to the best written SOP when not followed?
______________________3. It indicates the frequency of review and the individual responsible for
ensuring that SOPs are current.
______________________4. Used as quick reference especially for long SOPs.
______________________5. Who is responsible for maintaining a file listing all current qualityrelated
SOPs used within the organization?

Note: Satisfactory rating - 20 points Unsatisfactory - below 20 points You can

ask you teacher for the copy of the correct answer

Other terms used to mean operating procedures (protocols, instructions, worksheets, laboratory operating
procedures)

1. (repititive)
2. fail)
3. When do SOPs of limited value? (not written correctly, not followed)
4. Are OPs specific to an organization? true
5. Current copies of SOPs should be readily accessible for reference in the work areas (hard copy or
electronic format). (true)
6. SOP should be written in what format? (concise, step – by – step, easy – to – read)
7. What kind of voice should be used in writing SOP? (active)
8. The information in the SOP should be conveyed ___________ and ______________ to remove
doubt as to what is required. (clearly, explicitly)
9. It is used by the organization to have consistent format on font size, margins and other format styles.
(style guide)
10. What term should not be used in SOP because it is already implied?
11. An OP should be written by an individual who has a little knowledge about the activities and the
organization’s internal structure.
12. What approach can be followed especially for multi-tasked processes because the experiences of a
number of individuals are critical? (team)
13. It is especially helpful if draft SOPs are actually tested by the original writer before it can be
finalized.(False)
14. Who review and approve SOPs (immediate supervisor, section or branch chielf, QA officer)
15. Indicates that an SOP has been both reviewed and approved by management. (signature of approval)
 16. SOP should be updated and re-approved whenever there are changes in any of the procedures of the
organization.
17. During revision, it is possible to modify only specific section and not the whole SOP.
18. It indicates the frequency of review and the individual responsible for ensuring that SOPs are current.
(Quality Management Plan)
19. What are the considerations in the review and revision process of SOP? (SOPs need to remain
current-recent to be useful, SOPs should be also systematically reviewed on a periodic basis,
The review process should not be overly cumbersome-burdensome)
20. Who is responsible for maintaining a file listing all current quality-related SOPs used within the
organization? QA Manager
21. What are the information written in the Title page (title, an SOP identification (ID) number, date of
issue and/or revision, the name of the applicable agency, division, and/or branch to which this SOP
applies, and the signatures and signature dates of those individuals who prepared and approved the
SOP)
22. It is information in the title page that clearly identifies the activity or procedure.
23. Used as quick reference especially for long SOPs.
24.

Self – Check
Updating Operational Procedures

Name: ______________________________________ Date:

________________________________________

I. IDENTIFICATION. Identify the term described in each item. (10 points)

_______________________1. A set of written instructions that document a routine on repetitive

activity followed by an organization.
_______________________2. The development and use of SOPs can minimize what factor in the
implementation of a process or procedure within the organization.
_______________________3. What tense of the verb should be used when writing SOP?
_______________________4. It is used to illustrate the processing described.
_______________________5. It indicates that an SOP has been reviewed and approved by the
management.
_______________________6. The typical length of time (number of years) to review SOP.
_______________________7. Generally, the one responsible for maintaining a file listing all current
quality-related SOPs used within the organization.
_______________________8. Contains the list of SOP contents and the corresponding page number
in the manual.
_______________________9. Contains the description of the work or process.
_______________________10. It means that the SOP is updated.

II. ENUMERATION: Enumerate the items asked in each item. (10 points) 1. The
three characteristics of SOPs, in terms of how it should be written.

_______________________________ _______________________________
_______________________________
2. Give four (4) important information that should be indicated in the master list of SOP.

_______________________________ _______________________________

_______________________________ _______________________________

3. Three(3) main parts of an SOP

_______________________________ _______________________________
_______________________________

III. Identify the following items as to what SOP process it belongs. Write A if it is an activity in the SOP
Preparation, B if it is in SOP Review and Approval or C if in the SOP Document Tracking an
Archival. (6 points)
_____1. Identify the procedures / processes need to be documented.
_____2. The Quality Management Plan should indicate the individuals responsible for assuring that
only the current version is used.

_____3. SOPs need to remain current – recent to be useful.

_____4. The organization should maintain a master list of all SOPs.

_____5. Team members / an individual should be identified who will be responsible to write the SOP.

_____6. The review process should not be overly cumbersome – burdensome.

Note: Satisfactory rating - 12 points Unsatisfactory - below 12 points You can
ask you teacher for the copy of the correct answer

Self – Check
Answer Key

I. IDENTIFICATION
1. SOP
2. Variation
3. Present tense
4. Flowchart
5. Signature of approval
6. 1-2 years
7. QA manager
8. Table of Contents
9. Text
10. 1.a. Concise b. step – by – step c. easy – to – read format
2. a. short title / ID # b. Rev # c. Date d. Page number
3. a. title b. table of contents c. text

11. 1. A
2. C
3. B
4. C
5. A
6. B

INFORMATION LO3 Update documentation

SHEET

MODULE TEN update and document operational

procedure
 Introduction Learning Guide #3

This learning guide is developed to provide you the necessary information regarding the following content
coverage and topics –

• User and Technical Documentation Review

• Accuracy Review of Technical and User Documentation

This guide will also assist you to attain the learning outcome stated in the cover page.

Specifically, upon completion of this Learning Guide, you will be able to –

• Review current version of technicaland user documentation based on the latest operational
procedures.
• Compare accuracy of technicaland user documentation with current systemfunctionality.
• Identify and document inaccuracies for future reference.

Learning Activities

1. Read the specific objectives of this Learning Guide.

2. Read the information written in the “Information Sheets 1” in pages 3-6.

3. Accomplish the “Self-check” in pages 7.

4. If you earned a satisfactory evaluation proceed to “Information Sheet 2”. However, if your rating is
unsatisfactory, see your teacher for further instructions or go back to Learning Activity # 1.

5. Read the information written in the “Information Sheet 2” in pages 8-11.

6. Accomplish the “Self-check” in page 12.

7. If you earned a satisfactory evaluation proceed to “Lap Test”. However, if your rating is unsatisfactory, see
your teacher for further instructions or go back to Learning Activity # 2.
8. Do the “LAP test” on page 13 (if you are ready) and show your output to your teacher. Your teacher will
evaluate your output either satisfactory or unsatisfactory. If unsatisfactory, your teacher shall advice you on
additional work. But if satisfactory you can proceed to Learning Guide 7.

Your teacher will evaluate your output either satisfactory or unsatisfactory. If unsatisfactory, your teacher
shall advice you on additional work. But if satisfactory you can proceed to the next topic.

Information Sheet 1 Writing Technical and User Documentation

A fundamental problem

• Whose fault is that? The users’ or the writers’?

Why don’t people read manuals?

• “No time.”
• “Can’t find what you are looking for.”
• “Can’t understand a thing.”
• “The instructions don’t work.”
• “What I want to do isn’t in the manual.”

Parts of a technical document as a package

Writing good documentation is a team effort!

Types of documentation

• Tutorial
• General, thematic
• Reference
• How to/FAQ

A few questions to ask before writing …

• Who will use the document?
• How will they use it?
• Does the documentation contain the information to help achieve their goals?

Audience characteristics

• IT skill level
• contextual knowledge (e.g. about similar programs)
• type
– programmer/developer
– end user
• frequent
• occasional
• rare
Many times: multiple audiences.
Some quality aspects of good documentation

• concise
• complete
• up-to-date
• free of jargon
• well organized
• accurate
• consistent

Parts of a good user manual

• Table of contents (two levels if necessary)

• Conventions
• What’s new
• Content
• Appendix
• Index

Writing approach

• define audience, goals and content

• assume (almost) nothing about your reader
• put yourself in the reader’s position
• use conventions and a style guide
• be consistent
• avoid jargon

Information design approach

• information:
– create a hierarchy of importance
– create a hierarchy of content
• clear, consistent layout
• user actions paired with outcomes
• create multiple entry points to information
• direct labelling
A fundamental tenet

“Good information design is invisible …”

Titus Schleyer, today

… but mistakes in information design might not be visible to you.

Usability testing for documentation

• Give users a formal task; use think-out-loud protocol.

• Hand your documentation to a user with a real problem.
• Have developers review your documentation.

How to Write User Documentation

Types of User Documentation

1. User Guide
2. Reference Manual
3. Online Help

User Gu
• A user guide is task-based documentation. A user guide is document that explains how to use software
to do procedures. A user guide answers the question, "How do I…?" • Example: How to
uninstall software from your computer

Reference Manual
 • A reference manual is a document that explains the parts of a product. A reference manual answers the
question, "What is x?"
• Example: What is RAM; What is SATA; What is Bus Width

Online Help

• Online documentation is also known as online help, on-screen help, and Help.
• Online documentation is designed to be viewed on a screen. Therefore, online documentation has an
aspect ratio that is suitable for viewing on a screen. ide

Online Documentation

Some formats for online documentation are as follows:

• Compiled HTML Help is a Windows help format.

• WebHelp and FlashHelp are proprietary cross-platform help systems from Adobe.
• HTML help.
• WinHelp is for legacy systems only. WinHelp is not supported in Windows Vista.

How to write

Where do we start? This article gives you guidance…

1. The Business Case

Typical reasons for producing user documentation are to:

• Help the users of your software

• Decrease your support costs
 • Use as a marketing tool
• Improve your company's image.

*Before you start to produce the documentation, identify the reasons for producing the
documentation.

2. Audience analysis

One way to categorize the audience is by job role.

For example:

• Data entry clerk

• Supervisor
• System administrator
• Service desk operator.

3. Task analysis

A task is a set of operations that is used to achieve a goal.

To find the tasks and the procedures that people do:

• Observe users and talk to them about their jobs.

• Get information from existing documentation and from functional specifications.
• Match the tasks to known practice. For example, if one task is to create a record, other tasks are
necessary to select, change, and delete (or archive) records.

4. Structure and content

When you create a document, do one or more of the following:

• Divide the document into sections based on roles, for example, 'data entry' and 'administration'.
• Match the procedures to tasks. Group similar tasks into the same chapter.
• Organize chapters so that frequent tasks come before infrequent tasks.
• If you need both task-based instructions and reference material, divide the document into two sections.
The first section is a user guide. The second section is a reference manual. The user guide contains short
procedural information. It does not explain each field in each dialog box. Instead, it contains cross-
references to the reference section.
• You are an expert who knows the terms, the assumptions, and the shortcuts in the subject area. Do not
make logical jumps that non-experts do not understand. Possibly, you must 'state the obvious', because
 the audience does not know the subject. However, do not give information that is not necessary. If one
sentence is sufficient, do not include a page of screen shots.

Self – Check
Written Test

Name: ______________________________________ Date:

________________________________________

I. MATCHING TYPE. Match the terms in column B with the description given in each item in column A.
Write the letter of your answer in the space provided before each item.

K. Concise
L. Updated
______7. It is a set of operations that is used to achieve
a goal.
______8. It means that the documentation can increase
the awareness of the readers about the
product.
______9. It is a quality aspect of a good
documentation that means that it should
consists of simple and understandable terms
/ words.
______10. A document that explains the parts of a product.
 COLUMN A COLUMN B
______1. Part of the technical document is the designer’s, A. Content
developer’s and programmer’s responsibility. B. Everyone
C. What’s New
______2. Responsible for usability of the technical document. D. Usability
______3. Part of a user manual that consists things that E. User guide
are the new features about the product.
F. Online help
______4. It is the measure of how useful the document
is to the audience. G. Task
______5. A kind of user documentation that answers the H. Used as a
question “How do I…?”. marketing tool
______6. User documentation designed to be viewed on a I. Free of jargon
screen. J. Reference Manual

I. TRUE OR FALSE. Write True if the statement is correct, otherwise, write False.
___________1. Developers can review the usability of the documentation.
___________2. Documentation increases the support cost of the company.
___________3. Getting information from existing documentation is one way to find the tasks and the
procedures that people do.
___________4. In writing a user manual, you should assume that the user knows everything.
___________5. Multiple entry points should be created to access information in the user manual.

II. ENUMERATION. List down what are asked in each item.

1. Type of user documentation
_________________________ _________________________
_________________________

2. Reasons for producing documentation

_________________________ _________________________
_________________________ _________________________

3. Ways to test the usability of the documentation

_____________________________________________________________________
____________
_____________________________________________________________________
____________

_____________________________________________________________________
____________

4. Writing approaches
_________________________ _________________________
 _________________________
_________________________ _________________________
_________________________

Note: Satisfactory rating - 16 points Unsatisfactory - below 16 points You can

ask you teacher for the copy of the correct answer