Poor Literacy a Hazard

"Poor literacy among workers has become a serious productivity and safety issue," according to Heather Ridout of the Australian Industry Group (The West, 31 August 2009). It seems that some workers can't read the instruction manuals, so they use machinery "inefficiently".

I have to guess, that Ridout is a highly literate non-"worker" who has never tried to read and follow an instruction manual. Here's a better thought:

Write better manuals

Sure, "workers" have relatively poor literacy levels. They are employed to do things, not to read War and Peace. A bit of training would not go astray -- if the employer cared to "waste" that valuable time.

But the worst problem is with badly written instruction manuals. They are thick, to cover every possible use of whatever it is being used. It used to be said that IBM manuals were written to tell you how to use the IBM software. Then re-written by IBM lawyers so that nothing was actually promised. (It's easier with Microsoft manuals. The information you need is spread across several dozen separate sources. But that's no worry because it's all out-of-date as soon as it's written.)

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Also, manuals are written by people who are experts. So obvious problems are not explained -- the experts did not even realise that such problems could exist.

What this means: Instruction manuals are too thick to read and understand. They cover everything (or, sometimes, nothing) so it is very hard to find instructions for just what you want to do today. The instructions do not relate to "real life", that is, the stuff that you are expected to do here, now, for this particular employer.

Quite a few instruction manuals are designed for use in an office. Even if they are for machinery to be used in a workshop.

I once spent a few weeks instructing fitters -- people who work with large spanners, hammers, grease, heavy cutting tools -- in use of a computer system. Instructions on ordinary paper would soon disappear: ripped, torn, lost or covered in the normal muck of an engineering workshop. It's hard to turn pages while wearing heavy, protective gloves. It's hard to even see instructions when you wear safety glasses rather than reading glasses.

So I created instruction sheets which suited the intended use. Laminated, to last. One A4 sheet per standard task, so no need to turn pages. Large font, to be read without reading glasses. A series of steps -- with no options -- to get the job done.

Sure, every employee should be able to read. Simple warning signs, for example, must be understood. But you did not hire your fitters to read War and Peace.

Write instruction manuals which are suited to their intended use. Who will use them? Where will they use them? How will they use them? Then back up the instruction manuals with suitable training and support.

And now, just for fun, let's have a look at a typical set of instructions...

Washing machine: operating instructions

The cover page says, "Read these instructions before switching on the washing machine! Also follow the separate installation instructions. Follow the safety instructions on page 11!" So I need to read these twelve pages. Plus the separate and missing installation instructions. And the best place to start appears to be on page 11.

So I start with the safety instructions on page 11...

Most of it seems fairly standard: Some pointers on safe use of an electrical appliance; warning of the risk of posioning (sic) from detergents; an instruction to not climb on the washing machine. I'm a bit worried by the warning, "Caution when draining hot detergent solution." I use cold and dry powder. Where is this dangerous "hot detergent solution"?!

I skip back to page 9: Detergent-solution pump. This tells me how to drain a "Detergent-solution pump". What?! What is a "Detergent-solution pump"? When would I drain it? Why would I drain it... whatever it is?! Whatever it is, it does seem to introduce a "Risk of scalding!" -- which is a new risk, not mentioned in the Safety instructions of page 11.

Oh well, back to page 11. "Risk of explosion"... Perhaps I should avoid using this machine. It seems to be very dangerous. Specially since I have not been properly trained in its use.

Ah... forget it... Let's just follow the instructions for use...

Page 2: Your washing machine

"Congratulations..." Okay, I made a good choice. Must have, the instructions tell me so.

"Environmental disposal: Dispose of packaging in an environmentally friendly manner" -- with a picture of a wheelie bin -- with a big X through it. What? Do not put the packaging in the bin? What am I supposed to do, dump it on a vacant block?

Okay, ignore that, too. Let's see how to wash clothes with this washing machine...

"Programmes". This looks good. It's a list of all the pre-set combinations of wash/soak/rinse/spin cycles. Yes, a list... with instructions to "see Page 7" for a detailed overview. (By the way, this short list of programmes is split across pages 1 and 2. Just for your reading inconvenience.) So, I turn to page 7.

The first line of page 7 says, "See also page 6".

Page 6 is "Important information". Including -- the second section -- "Before washing for the first time".

Enough!

I close the instruction manual. Shove in some dirty clothes. Click the selector knob to "Mixed load". Put laundry detergent into one of the three possible spaces (hoping that I picked the right one) and press go... (Actually, it's worse than that because the "go" button is touch sensitive. Sometimes it ignores the touch. Sometimes it flicks on and off several times, if it's feeling really sensitive. But that's another issue.)

Then I walk away and hope for the best. And start to read War And Peace, because it's much clearer than the instruction manual, and makes a lot more sense.

Independent thinking & independent analysis of your problems by Agamedes Consulting. Support for your thought: email nick leth at gmail dot com