Deck 14: Instructions, User Manuals, and Standard Operating Procedures

Question 1

User manuals and SOPs contain exactly the same components.

Answer 1

False

Question 2

Which of the following is the definition used in instructions for a "caution"?

A) the potential for damage or destruction of equipment
B) the potential for death
C) important information
D) the potential for serious injury

Answer 2

A

Question 3

SOPs are used to help ensure

A) accurate job performance.
B) product quality.
C) that laws and regulations are followed.
D) All of these answers are correct.

Answer 3

D

Question 4

Is it good to personalize instructions by using pronouns?

A) yes
B) no
ESSAY. Write your answer in the space provided or on a separate sheet of paper.

Question 5

Sequencing your steps correctly is best accomplished through a prewriting technique called ________

A) drafting.
B) reporter's questions.
C) brainstorming.
D) flowcharting.

Question 6

Effectively organized instruction contains a discussion of sequenced steps.

Question 7

Which of the following is the definition used in instructions for a "warning"?

A) important information
B) the potential for damage or destruction of equipment
C) the potential for serious injury
D) the potential for death

Question 8

An effective introduction promotes good customer-company relationships.

Question 9

Highlighting techniques are particularly important

A) in the introduction.
B) in the conclusion.
C) if the writer will also be the end user.
D) when presenting warnings and cautions.
E) All of these answers are correct.

Question 10

The best audience for usability testing would be

A) a representative group of high-tech people with knowledge of the item.
B) a group of people who have limited knowledge of the item.
C) a group of people with no knowledge of the item.
D) a representative sampling of people with differing levels of expertise.

Question 11

Warranties protect

A) the manufacturer.
B) the customer.
C) the customer and the manufacturer.

Question 12

Limit the information within each step by separating distinct, small items into
their own steps.

Question 13

If you are writing a step correctly, it will begin with a verb.

Question 14

The title page of your instruction should consist of

A) topic.
B) purpose.
C) graphic.
D) All of these answers are correct.
E) A and B

Question 15

The textbook suggests a hierarchy of definitions for hazard alert messages. Which of the following words means "The potential for death"?

A) caution
B) danger
C) note
D) warning

Question 16

As well as helping your readers, graphics in your instructions also make the document
more visually appealing.

Question 17

Hazard messages can be emphasized by using colors. What color is typically used for the word "warning"?

A) yellow
B) black
C) orange
D) red

Question 18

Which of the following is the definition used in instructions for a "note"?

A) important information
B) the potential for serious injury
C) the potential for damage or destruction of equipment
D) the potential for death

Question 19

Unlike other types of writing, sexist language is acceptable in instructions.

Question 20

Always use bullets for each step.

Question 21

You have a friend visiting from Rome, Italy. He speaks some English, but has never had what Americans call a "sandwich." You must leave and go to classes before he gets up. Provide written directions for him to make a ham and cheese sandwich. Remember, he does not know anything about making a sandwich. Follow the rules for well-written directions that you have learned from this chapter.

Question 22

Discuss in what ways the key components of SOPs differ from those of user manuals. Why are they different?