Confusion In Communication
Causes Concern By Feds!

A Communication Chain In Knots

A pharmaceutical leader got hit with FDA restrictions and scrutiny for issues regarding product quality control. Part of their problem was the way their procedures were documented. These were often confusing and hard to read. They required countless follow-up calls, e-mails and meetings to resolve questions and get things done. Document writing time was often extreme.

Strengthening the Chain

We found many weak links in their systems: with content, visual layout, and the use of overly complex language. Just as crucial was the lack of answers to the fundamental question: "Why is this information important?"

Working with the client's product designers, quality controllers, fabricators, shippers and customer service representatives, we taught them effective skills that created new communication chains.

The power of on-the-job stories and lessons were harnessed to take the "yawn" out of their instructions. Procedural purposes, preparations, warnings and actions were made clearer with simpler language that anticipated key reader questions. Graphics were added to boost understanding and quality control compliance. "Legs" were added to all procedures so they could "walk" into any department and quickly reveal why they mattered, who should use them, and what steps were required for each task.

"I'm writing 20% faster & my documents are about 25% shorter." "My documents are getting about a 50% better response rate."