How to Develop a Workstation or Desk Manual

A workstation or desk manual serves as a guide for a new employee or temporary worker substituting for an absent employee.  The following items are recommended when compiling a workstation manual:

Overview of position

• Organization chart
• Products/subsidiaries
• Location of personnel/telephone numbers:
• Immediate supervisor’s duties
• Supervisor’s superior
• VIP’s within the department or organization
• Key personnel responsible for specific areas
• Office personnel to contact for assistance
• Frequently called numbers
• Distribution lists including names of people who receive copies of the typical documents produced in your office.
• Tasks to be completed daily with recommended timelines.
• Tasks completed periodically; for example, the monthly replenishment of petty cash.

Current committees/projects in progress

• Chairpersons
• Meeting dates
• Responsibilities/special procedures
• Timelines

Telephone etiquette

• Standard office greeting/number of rings allowed before answering
• Long-distance call procedures and charges
• VIP calls – those which the supervisor always takes
• Transfer procedures
• Outside call procedures
• Message taking and distribution procedures
• Screening preferences
• Paging and forwarding procedures
• Personal use of office telephone
• Responses to frequently asked questions

Mail handling

• Times of delivery and collection
• Incoming mail/mail register
• Distribution responsibilities/items to route
• Outgoing mail
• Overnight/courier services
• Network protocol/fax and electronic mail procedures

Filing

• System explanation
• Coding procedures
• File label preparation
• Charge-out procedures
• Tickler file maintenance
• Shredding or disposal procedures
• Confidentiality of information
• Directory arrangement/contents of directories/template directories

(HINT: if files are in a locked drawer or cabinet, identify the people who have access to specific files. Keep the list of people up to date.)

Correspondence

• Formats
• Special terminology, trademarks, and abbreviations
• Signatures required
• Stationery and envelopes
• Copies – number and distribution
• Form letters

(HINT: Sample formats of letters, memos, reports, and envelopes are helpful.)

Forms

• Purpose
• Samples
• Location
• Required copies/distribution
• Approval/required signatures

(HINT: A completed form is more helpful than a blank form. Identify the source of information for completing each form. If calculations are necessary, give instructions to show how to obtain the figures.)

Supplies

• Location
• Requisition procedures

Travel

• Travel requests
• Travel preferences of supervisor
• Frequent flyer numbers
• Travel agencies/electronic ticketing
• Itineraries
• Ticket pick-up/delivery
• Mileage reimbursement
• Expense reports

Equipment repair

• Reporting procedures/forms
• Telephone numbers

Computers

• Operating procedures
• Assistance/hotline numbers
• Security
• Log-on instructions/backup procedures
• Instruction manual location

Software

• Types
• Access codes
• File naming procedures
• File location
• Precautions/security
• Instruction manual location
• In-house staff who have different software expertise

Reprographics

• In-company services/locations
• Copy limitations/chargebacks
• Request forms/rush requests
• Repair service
• Overhead transparencies/special requests
• Publication and copyright guidelines

Visitors

• Frequent visitors – names and positions
• VIP visitors (those who the supervisor will always see)
• Security procedures
• On-site accidents – reports, steps to take

Meetings

• Minutes/agenda
• Scheduling procedures
• Room/food requirements

Recordkeeping

• Bank deposits/reconciliations
• Timecards
• Petty cash

General

• Technical terms, abbreviations
• Special reference manuals
• Breaks/lunch
• Parking/office keys/security
• Dress/office appearance
• Precautions
• Efficiency hints

Employer information

• Professional memberships – meeting dates and dues
• Anniversaries/birthdays
• Family – names and telephone numbers
• Social security, passport, and credit card numbers

WRITING PROCEDURES

A workstation manual requires attention to detail and constant review. The following procedures will assist in organizing the manual.  

• Make a list of all tasks performed and responsibilities involved in the position before beginning to write. Include information on material locations as well as hints and precautions. Individual index cards work well. Sort the cards and place them in categories; for example, place all telephone-related tasks together. When you do a new task, include instructions in the manual. If procedures change, be sure to bring the manual up to date. Date each sheet and check periodically to see if information is still accurate.
• Obtain input from your supervisor. Prepare a copy of the manual for his or her desk.
• Use cross-references. For example, a specific task may require the shredding of all draft copies. Rather than describing the shredding procedure each time it is needed, direct the user to the one section where it is described in detail.
• Compile the materials into a three-ring loose-leaf notebook. Arrange the material by subjects. Use dividers to separate the sections. Number the pages consecutively.
• Store the instructions on a separate disk or create a training directory on the hard disk. A new employee will then have access to up to date instructions.
• Prepare a detailed list of contents. The person relying on the manual wants the information quickly.
• Obtain input from people who use the manual.  Include “comments” sheet at the front of the manual for this purpose. Consider these comments when making revisions.
• Review the tasks periodically, and note any changes in the margins of the manual. This eliminates preparing new sheets each time a change occurs, yet it keeps the manual up to date. Prepare new inserts as needed.

Source: The IAAP Complete Office Handbook, 3rd edition: See the IAAP online resource store on the IAAP Web site, www.iaap-hq.org for more information on this helpful handbook.