How to get users to follow procedures
Elizabeth Berry · IEEE Transactions on Professional Communication · 1982
Three basic criteria must be met to ensure that users follow procedures: First, the procedure must have an appropriate format. Nine formats are described: narrative, step-by-step list, list with a visual aid, playscript, list of questions, flowchart, narrative flowchart, decision logic table, and decision tree. Second, the procedure must not assume knowledge the user does not have (no step left out). Third, the procedure must be fair to the user (not biased and with an equitable workload distribution).