An instruction tells somebody to do something. It may be a simple one-sentence statement that defines what has to be done but leaves the time and the method to the reader. Or it may be a step-by-step procedure that describes exactly what to do, and when and how to do it. It must be written entirely from the reader's point of view.

Before starting to write, first identify your readers and determine their level of knowledge and familiarity with your subject. Only then can you decide the depth of detail you must provide. If they are likely to be familiar with the equipment or system, you may assume that the simple statement ‘Open the cover plate' will not pose a problem. But if the equipment is new to them, you will have to broaden the statement to help them first identify and then open the cover plate:

Find the hinged cover plate at the bottom rear of the cabinet. Open it by inserting a Robertson No. 2 screwdriver into the narrow slot just above the hinge and then rotating the screwdriver half a turn counterclockwise.

Start With a Plan

A clearly written instruction contains four main compartments containing the following information:

1. An opening statement that describes briefly what has to be done:
   The Vancourt LCD projector is to be bolted onto the table on which it normally stands…

2. The reason why the work needs to be performed (often combined with the opening statement):
   …to prevent the projector from being accidentally knocked onto the floor.

3. A list of the tools and materials needed to perform the task:
   
   To carry out the modification you will require the following:

• Modification kit LCD-4.
• A ¼ inch drill with a 3/16 inch drill bit.
• A Phillips No. 2 screwdriver.
• A sharp pencil .

4. The steps that have to be taken to perform the task:

1. Disconnect the projector's power cord from the wall socket, then turn the projector on its side.
2. Using a Phillips screwdriver, unscrew the four bolts that hold the feet onto the base of the projector.
3. Place the template from the modification kit onto the table and position it where the projector will stand. Using a sharp pencil, mark the table through each of the four holes in the template.
4. Drill four 3/16 inch holes through the table top, at the places marked in step 3.
   (and so on…)

Give Your Reader Confidence

A well-written instruction automatically instills confidence in its readers. They sense you know what you are talking about and feel confident they have the ability to do the work. An instruction is not the place for weak, wishy-washy words:

Insert a small wad of paper into the slot in the feed tray and push it forward until the sheets are close to the stop pawl.

This is much too vague. How large is ‘a small wad'? How close is ‘close'? It needs some specifics to make the instruction clear:

Insert 50 sheets of 8.5 x 11 inch paper into the slot in the feed tray and push them forward until you hear a click as the front edges engage the stop pawl.

Write in the imperative mood, which means beginning each step with a strong verb so that your instructions become commands. For example:

Insert the PCMCIA card…
Ignite the mixture…
Apply the ointment…
Connect the green wire…

The following statement is weak because it only suggests what should be done:

The gear should be disengaged before starting the engine.

This statement is strong because it tells the reader what to do :

Disengage the gear, then start the engine.

Write Bite-size Steps

A reader working on a complex instruction needs easy-to-follow words. Write short paragraphs, each containing only one main step. If a step is complicated and its paragraph grows unwieldy, divide it into a primary step and a series of substeps:

Copy the information into block J of Form 658, then sign the form and distribute copies as follows:

1. Insert copies 1 and 2 into an inter-departmental envelope and mail it to the Chief Recording Clerk.
2. Attach copy 3 to an email addressed to the Computer Data Center ( info@compdatacen.net ).
3. File copy 4 in the ‘Hold—Pending Receipt' file.

Insist on an Operational Check (a Usability Test)

Never simply assume that your readers will be able to follow your instruction without hesitation. Give it to one or two people who do not know how to perform the task and watch how well they carry it out. Ask them to say out loud what they are thinking as they read and follow the steps. Make a note each time they seem to misunderstand something or make a false move (ideally, keep silent: and resist the temptation to offer advice!). Then revise your instruction and repeat the test with another person.

© 2005, RGI Learning Lisa Moretto is the President of RGI Learning, Inc. For 14 years she has helped engineers improve their oral and written communication skills. Visit www.rgilearning.com or call (585) 461-3617 to learn about RGI's courses.

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