The Practical Guide to People-Friendly Documentation

This innovative, best-selling guide has been thoroughly revised to bring together practical solutions to the documentation challenges faced by today's organizations. From company policies and desk instructions to Baldrige and the ISO 9000 requirements, it applies a customer and quality-based systems approach to streamlining and managing your documentation system. This second edition is an organized toolbox of powerful methodology and metrics that shows companies how to steer clear of cumbersome and obsolete documentation and gives numerous examples of the tremendous opportunities - and pitfalls - presented by technology such as the Internet and web-based documentation management software.

Adrienne Escoe is president of Escoe Bliss Communication, where she is a senior documentation and ISO 9000 compliance consultant. She has performed documentation assessments for three NASA sites and was a senior editor and supervisor at an R&D labratory. Escoe was a faculty member at the University of Maryland, California State University at Long Beach, and UCLA Extension. Escoe belongs to the American Society for Quality, the Society for Technical Communication, and the Association for Records Managers and Administrators. Escoe earned degrees from the University of Maryland, Loyola College, and the City College of New York.