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Get The Point: How to Write Policies, Procedures, and Tasks for Help Desks and Customer Support Centers
by Ben Brigham, softcover pamphlet, 52 pages, 2000, $19.95



The written word is a powerful commodity. Establishing written policies offers a sense of security and safety for the business and the employees, and listing procedures and tasks offers employees guidelines to follow, and helps in standardizing responsibilities, performance criteria, and objectives.

This book furnishes easy to comprehend examples of the differences between policies, procedures, and tasks.  It provides details on how to create written directions that are easy to read and understand, and best of all, easy to produce.  You'll learn:

  • Where to begin
  • Things you must know about your environment to be successful
  • How to distinguish between a policy, a procedure, and a task
  • The formula for writing clear and concise directions and instructions

Table of Contents

  1. Get the Point on Help Desk Practices
    • Why provide clear and concise directions?
    • The cost of not having written documentation
    • And so your point is?
  2. Get to Know Your Work Environment, Support Infrastructure and Work Flow
    • What is your work environment like?
    • And so your point is?
  3. Helpful Hints in Writing Composition
    • How to make writing work
  4. Standardized Documents
    • Definitions of a policy, procedure, and task
  5. How to Plan and Write a Policy
    • Planning and documenting a policy
    • Policy planner
  6. How to Plan and Write a Procedure
    • Planning and documenting a procedure
    • Procedure planner
  7. How to Plan and Write a Task
    • Planning and documenting a task
    • Task planner
    • Priority rating scale


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Last modified January 18, 2012