Tips on Writing Training Manuals

Tips on Writing Training Manuals for Technical Writers

The backbone of a complete “training intervention” is the training manual. A properly constructed training manual containing up-to-date material, quizzes, and a certification examination can greatly reduce the amount of time the learner takes to achieve competency in performing the portion of their job covered by the manual. It also significantly reduces the amount of time needed for on-the-job training and, if applicable, classroom instruction. Another significant benefit is to ensure that each trainee receives a complete and thorough education, thus minimizing the possibility of some critical bit of information “falling through the cracks”. A well written manual can be used to fulfill legal requirements imposed by such organizations as OSHA (in the USA) or OHS, and business requirements like those imposed by ISO (ISO-9000+).

Much of the material used in the creation of a comprehensive training manual can also be used to create an “on-line” version with interactivity and automatic score keeping. Although a computer based training (CBT) course can be completed using only the material contained in the training manual, the opportunity should be taken to add animation and video clips, which can significantly improve the training outcome. Attaching the appropriate section review segment to the section quiz helps ensure that the trainee has absorbed the material covered before moving on. Adding sound, visual effects, “talking head” narration, and other sensory stimulating devices helps keep the trainee interested and thus further increases the training outcome.

Making a proper determination of the scope of the training manual project is essential before any work on the manual is started. The budget and the required timeline are the two main factors that determine the training manual’s complexity and thoroughness.

In some cases the most important consideration is to produce the most thorough and effective training intervention possible within a reasonable length of time. An example of this would be a training manual for certification of an employee performing critical tasks that, if improperly performed, could cause significant loss of production, equipment, life and limb. Tasks that, if improperly performed, could result in significant damage to the environment are usually included in this group.

Some customers have requirements that range downwards in cost and time from the above. From a customer’s point of view, this usually means that they must compensate through an increased level of On-The-Job (OTJ) training and classroom instruction, or by accepting some level of additional risk that some tasks may be performed improperly.

I have created guidelines for the rough classification of training manual scope on scale from 1 to 6 and assigned the primary components to each level as follows.

Level 1 – Pure text. Examples are Step by step Standard Operation Procedures (SOPs), Emergency Procedures, or Environmental Guidelines.

Level 2 – The above plus a simplified main process diagram and non step-by-step descriptive text (process overview, for example).

Level 3 – The previous plus annotated photos, equipment descriptions, detailed process description, main and functional group process diagrams, imported ancillary material (such as log-sheets), additional sections on safety, alarms and troubleshooting, process parameters, and emergency procedures.

Level 4 – All of the previous items plus section quizzes and final certification exam. Simplified main process isometric sketch. Detailed isometric sketches of key component systems. One additional document review. Additional procedures and diagrams – lock and tag sheets, for example.

Level 5 – All of the previous levels plus a training checklist for use in the field to track the training conducted – can include daily training “sign off”. Additional annotated photos and diagrams. Computer Based Training Module (CBT) with video of critical procedures and automated score-keeping.

Level 6 – Customer requirements can be unique. For example, most custom training manuals will have a very restricted number of controlled copies that, once produced, are maintained by the customer| however, a training manual slated for mass production in bound form usually calls for an overall increase in quality of certain components such as photos. In these cases, additional levels of review are necessary as it is no longer possible to deal with errors by reprinting and replacing a few copies of a single page. Other additions “over and above” level five are Process and Instrument Diagrams (P&IDs), training aids, wall diagrams, posters, etc.

As with most projects, at a certain point the law of diminishing returns kicks in where escalating costs yield increasingly smaller boosts in quality and/or content.

The above classification levels can not be used directly to determine the cost of producing a Training Manual. Other factors are||

· location

· availability of employees for interviews

· availability of supervisors for discussions and to answer questions

· Availability of manufacturer's equipment manuals, PIDs, and other blue prints.

· presence of existing training materials and Standard Operating Procedures

· accuracy of the existing materials

· access to equipment

· labeling of equipment on “the floor”

· number of procedures

· complexity of job/task

· availability of proper on-site office space and equipment

· efficiency of remote communications (faxes, email, telephone)

· number of discrete components covered by the manual

· the base knowledge of employees using the manual

· time allotted for completion

· number of original drawings / sketches required

· complexity of original drawings

In estimating the cost of the manual, first determine the scope of the project (1 to 6), next, address the above points and find good answers to questions that arise by interviewing staff and other stakeholders. It may be easier to find out the maximum amount of money allotted towards the project and scale the project accordingly (be careful not to compromise on the quality or accuracy of your work – drop job/tasks rather than produce shitty work).

Another option is to work at an hourly rate. Be sure that the client is knows this rate, realizes that it will be you who will be keeping track of time – be sure to keep accurate records, and that most of your work will be conducted “off-site”. Working for an hourly rate (plus costs) works best if the client is kept up-to-date on the progress of the project versus the time used – provide weekly updates but do not include all the details that you use to track your time. The details are tracked in case of a dispute. Lastly, if you already have a working relationship with the customer, this billing approach may be more attractive to both parties.

Regards,

Bob Kaplan

rjkaplan@l7-i.com

Feedback - Since posting this page I have received a number of inquiries that I tried to answer as thoroughly as possible; however, their is always more to be said on certain topics and I will one day, most likely, turn this into a forum. In the meantime, feel free to contact me regarding this or related topics. I may one day include pertinent details on this website for all to consider, but I will always edit the content to ensure the anonymity of letter writer. I will not post a real name or email address unless specifically requested by the writer of the letter (and after a simple verification that the email address posted matches the original sender's).

If forums do appear, my approach will change, they will most likely be only lightly moderated - Bob K.

Looking for a Technical Writer, Training Manager, or similar? It turns out that I am currently available for both short and long time positions. Please feel free to email me @ the address above or by clicking on the following link - Bob Kaplan

I may also be able to refer you to another talented technical writer or CBT professional if I am unavailable.