users writing procedures

["Eileen Neumann" <eileenn -at- the-wire -dot- com>]

Hi,

A while ago, I asked whether anyone had experience with having users write
their own procedures, and received helpful advice.

I wanted to let you know what happened. One of our call centre agents
wrote out the procedures for loan fulfillment. He wrote it in Word, on a
template that I gave him. He did a pretty good job, with maybe a few too
many details.

However, I had a lot of work to do, formatting and re-arranging sentences.
I pasted his work into Dreamweaver, fixed the html, fixed the numbering,
put sentences into format, added headings.

The time it took us to fix up his procedures was about equal to what he'd
put in. I'd say in the end, I'm not a fan of this method. It'd be
different if the user could format it himself. But cleaning up others'
writing is for the birds. From a business perspective, I guess this did
get the work done. But I didn't enjoy it, personally.

Thought I'd let you know how it went,

Eileen Neumann
Toronto

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