Preview from: Process purpose informs process language

Have you heard the adage: “It’s not what you say – it’s how you say it.”? In the world of process management (and reality in general), this is only half true.

A more accurate statement would be: “It’s not only what you say, but how you say it.” “What you say” and “how you say it” should be greatly determined by the purpose you have for saying it in the first place.

Speaking specifically of process documentation, “what you say” is the content of the process. “How you say it” is the process language you use to communicate the content to others. The purpose you have in documenting and communicating the process should stem from the process customers – the end users. What is their purpose for having process documentation? Knowing that, you have a greater chance of saying the right thing in the right way.

See full post here: Process purpose informs process language