Mary Ann O'Connell
speaker
1,572 appearances
3 recordings
1 series
first heard Jul 2010
last heard Oct 2014
Mary Ann O'Connell’s voice in public audio — every appearance, attributed to the second.
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Appearances
So your manuals are really more like reference materials.
There are very few people who sit down for a chuckle at night and read the dictionary.
But when you are looking for a word that you don't understand, that's where you're going to go.
And that's how they're going to treat your manual.
When they're looking for it's after hours, your help desk is closed.
a situation has come up, either the franchisee or the manager on duty is not sure how to handle it.
So your clue then is when you're going to write your manual
Use linear thought.
group your material so it is where
it should logically be.
So if I'm having a problem with a disgruntled customer and he is disrupting the store right now, where in that manual should I find it?
So that leads you to, again, the small volumes, because now they don't have to go comb through the four inch.
binder or they don't have to go through
thousands of pages that are hung on a franchise support system online somewhere.
Um, they will know by title which book it's in and then the key to all things is your table of contents.
that's the spine of this of the entire structure of the manual.
Um, if you have an ordered table of contents using linear thought
So this builds on what everyone needs to know and it makes logical sense on how I'm going to apply it.
People can quickly find that information, access it, and use it.
The next thing I tell franchisees, uh, when they're looking to write a manual
Showing 1121–1140 of 1,572 · page 57 of 79
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