3   Structure and Organization

Organizing Information

There are many logical ways to sequence the chapters, sections, and sub-sections within manuals. For example, policy and procedure manuals can be organized by topic, business function, or department. Software end-user manuals can be organized by task, menu structure, or interface element. Each method has different pros and cons. Some of the most common ways of organizing manuals are described below.

The method you choose must be appropriate to the type of manual you’re writing and must allow readers to find information quickly. If you can, try to organize the manual so that it’s easy to revise as well, although this should be a second priority.

Whichever method you choose, make sure the readers know how the manual is organized. You can do this by describing the method of organization in the introduction.

Alphabetical

Manuals and other publications designed for quick reference are often organized alphabetically. Information is divided into small units, then alphabetized by an assigned keyword. The advantages of this method are it’s usually easy to find information (if you know the keyword), and you can combine all kinds of unrelated information together. The disadvantages are the reader must know the keyword first (or they’re stuck), so it’s not appropriate for novices, and there’s no continuity throughout the manual—related information is not together—so there’s no logical flow.

Topical

In topically organized manuals, the content is grouped into related topics. This is often described as the cookbook method, since it’s the way most cookbooks are organized. Related information is simply grouped under headings that best describe the information. For example, all information about laser printers might be grouped under the heading “Laser Printers.”

This method of organization is very useful if you’ve got lots of information to combine and there’s no other method of organization that is more appropriate. One problem with this method is that since different writers will choose different topical headings, readers may have difficulty finding information without an index.

Chronological

If you organize your manual according to the sequence in which activities must be done, such as the steps in a procedure, you’re organizing it chronologically. Procedure manuals, operations and maintenance manuals, and software user manuals will all have parts that are organized chronologically. It’s usually clear when this method is appropriate. Readers will be able to find information quickly, and its sequence will correspond closely to their work tasks.

Task

Procedure manuals, instruction manuals, how-to books, software user manuals, and equipment operating manuals are often organized around user tasks, such as how to change a cartridge in a laser printer, or how to aim a satellite dish. Place all the information needed to complete the task together. Steps within the task are usually organized chronologically. Organizing information by task allows the reader to find it quickly (they can readily identify with the task), and all the information needed to complete the task is in one place, so there’s no need to skip around in the manual.

Menu Hierarchy

Computer software manuals are sometimes organized according to the menu hierarchy of the software. Chapters in the manual are sequenced in the same order as the software’s main menu and have the same titles. This approach lets the reader go quickly back and forth between the software and the manual to find information on specific menu items. But because it’s organized around menu items and not user tasks, it’s only appropriate as a quick reference for experienced users. It’s not usually appropriate for novices.

Department

Policy and procedure manuals are sometimes organized by department—each chapter in the manual corresponds to a specific department in the organization. Use this method when the contents of your manual clearly relate to a specific department or group with little overlap. The advantage is that it can be easy to use, since procedures used by the finance department are all in the finance chapter, for example. It also corresponds closely to the organization’s delegation of authority and responsibility. The big disadvantage, however, is that if departments are reorganized, the manual has to be reorganized too.

Function

Use this method when organizing policy and procedure manuals. Instead of organizing information by department (such as “Human Resources Department”), divide it by function (such as “Hiring and Firing,” “Employee Training and Development,” and “Employee Classification and Remuneration”). Corporate reorganizations will not force you to reorganize the chapters in your manual.

System

Equipment operations and maintenance manuals are often organized around systems. An automotive repair manual, for example, might be organized into chapters on the electrical system, fuel system, and computer system. Since an understanding of each system is necessary to troubleshoot and repair engines, this is often an appropriate way of organizing the manual.

Similarly, administrative procedure manuals can be organized around systems, and can include sections such as “Purchasing System,” or “Payment System.” Managers and auditors usually like this systems approach because it allows them to review and evaluate whole systems easily. However, it’s often less effective for clerks and other staff who usually prefer their information organized around their work tasks, not around whole systems.

Random

Chapters or sections may be randomly organized if there is no logical reason to organize them. Within policy and procedure manuals, the policy sections are often organized randomly within each chapter. For example, in a Finance chapter, the sections might include “Accounts Payable,” “Accounts Receivable,” and “Asset Inventory.” These sections could be sequenced in any order. Don’t organize them in another way, such as by alphabetizing them, without good reason.

Other Methods of Organization

Here are some other possible methods of organizing your manual:

• most important to least important
• most used to least used
• by generality (usually general to specific)
• easiest to hardest

Combinations of Methods

You’ll most likely use several methods of organization within your manual. For example, the chapters in your policy and procedure manual may be organized by business function, the sections by task, and the sub-sections chronologically. A software user manual may have the first chapter organized topically, but other chapters organized around tasks. What’s important is that the methods of organization correspond to how the information will be located and used by readers.