Demonstrate concise writing skills for giving direction

Problem:

Instructional writing should be concise, clear, and easy to understand. Below is a list of guidelines for using a time-tracking application. The guidelines could be better organized and better written so that they are easier to understand.

Read through the guidelines. On the next page, rewrite and reorganize them to present the information in a concise and understandable manner. You may delete any information you feel is unnecessary or unimportant.

Guidelines

Timekeeping and pay accuracy is important. Please be sure to follow these guidelines as of January 1, 2013.

  • Only log out of the system when you are required to attend meetings, training, lunch, scheduled breaks, or at the end of a workday.
  • Agents should remain on the phones and engaged in business until the exact end time of their shift
  • At the scheduled time of agent’s shift and/or once the customer call has been completed, agent is to go into a Not Ready state to shut down computer systems for the day
  • If agent reports to work 7 minutes or more before his/her shift’s scheduled start time and wishes to begin working, he/she must seek approval from OSC and supervisor.
  • Agents may report to work 2-3 minutes before the start of their shift, log into the phone immediately, and go into the Not Ready state. While the system is booting up, agent must remain at workstation.

Solution:

Guidelines (rewritten)

Timekeeping and pay accuracy is important. Please be sure to follow these guidelines.

  • Agents may report to work 2-3 minutes prior to the start of their shift. While the system is booting up, the agent must remain at their workstation. After the system boots up. Log into the phone application immediately, and go into the “Not Ready” state.
  • If the agent reports to work 7 minutes or more before the shift scheduled start time, and wishes to begin working. They must seek approval from OSC and supervisor.
  • Only log out of the system when you are; required to attend meetings, attend training, break for lunch, scheduled breaks, or at the end of a workday.
  • Agents should remain on the phones and engaged in business until the end of their shift or conclusion of customer call (when call duration goes beyond the end of shift).
  • At the scheduled time of agent’s shift and/or once the customer call has been completed; the agent may to go into a “Not Ready” state, close the phone application, then shut down computer system for the day.