In today’s workplace, safety requires employees to be effectively engaged. In a world where humans are more distracted than ever, well-crafted, clear, and concise documentation has never been more crucial. Documentation must do more than just provide instructions. It needs to influence how your employees interact with safety measures to enable employees to make decisions and enhance their overall human organization performance (HOP).
In this article I’ll show you how considering human strengths and limitations when writing clear documentation can empower your employees to conduct safer practices.
The Role of Documentation in Human Organizational Performance
Human organizational performance is a mindset that acknowledges people are inherently fallible and the complex systems they work within must be designed to help them succeed. Clear documentation has a critical role in this. When safety documents are written with the human element in mind, they better enable employees to be engaged with the safety protocols, understand the risks, and make informed decisions.
How Clear and Concise Documentation Supports Human Performance
1) Reduces Cognitive Load
Cognitive load is the amount of mental effort and working memory people need to process information. People can only process so much information at once, especially in high-stress environments where safety risks are present and things can change quickly. Long, complex documents that are hard for workers to interpret can be overwhelming and lead to mistakes. However, clear and concise documentation, reduces cognitive overload by simplifying the amount of information employees need to take in at any given moment. Most companies don’t spend a lot of time and resources to write documents that are clear and easy to read but doing so can be extremely impactful to safety.
One simple method companies can use is to create well-organized documents. For example, when a safety procedure has easy-to-follow steps, an employee can easily interpret what they need to do without having to process excessive or irrelevant details. This allows them to not only follow the procedure, but be mindful while doing so, enabling them to manage risks as they do the task. Below are two examples of a confined space entry procedure. The first is poorly organized and the second is well organized.
Poorly Organized Procedure
Working in Confined Spaces
- Hazards and risks: In confined spaces, there are many different hazards such as toxic gases, low oxygen levels, the risk of fire, or equipment failure, and it is important to always check for these before entry. You should also be aware that some spaces may have unseen dangers like electrical hazards or slippery surfaces, which can cause injuries. Equipment should be tested and checked regularly to ensure that it is functioning properly. Do not enter confined spaces without the proper protective equipment like helmets, boots, and gloves. It is also important to check that communication devices are working properly before you enter the space because if there is an emergency, you need to be able to get help quickly. Gas monitors should be tested before use to check that they are functioning. Always wear protective clothing.
- Steps: First, check the space. If it seems unsafe, get help from a supervisor. Then, you need to monitor gas levels and check the air quality. Before doing anything else, test equipment. Once everything seems fine, go ahead with the task. Don’t forget to ensure that your equipment is working before you start.
Well Organized Procedure
Title: Confined Space Entry Procedure
Step 1: Assess Hazards
- Identify potential hazards, such as toxic gases, low oxygen, fire risk, and slippery surfaces.
- Verify the presence of unseen dangers (e.g., electrical hazards).
Step 2: Test Air Quality
- Use a calibrated gas monitor to check for toxic gases and oxygen levels before entering.
- Ensure the area is properly ventilated if required.
Step 3: Inspect Equipment
- Verify that all required personal protective equipment (PPE) is available (helmet, boots, gloves, protective clothing).
- Ensure communication devices are functional for emergency purposes.
Step 4: Confirm Readiness
- Check that all safety equipment has passed inspection and that all personnel are familiar with emergency procedures.
Step 5: Entry
- Only enter the confined space if all the previous steps have been completed successfully and hazards are controlled.
Why is the first example poorly organized? Here are some reasons:
- No clear structure: The content is presented in large paragraphs and mixes hazards, equipment checks, and emergency procedures without any clear flow.
- Lack of clear steps: The procedure instructions are buried within long sentences, making it hard for workers to follow.
- Redundancy: The information about equipment checks and protective clothing is repeated.
Why is the second example well organized? Here are some reasons:
- Clear headings and steps: Each step is distinct and logically ordered by number, making it easy to follow.
- Concise and actionable: The instructions are simple, clear, and short, reducing cognitive load and the risk of misinterpretation.
- No redundancy: The information is provided only once, with clear context.
2) Aligns with Human Limitations
People aren’t perfect, and errors can happen, especially when procedures are too complicated or hard to follow. Creating documentation that aligns with these limitations ensures that employees can comply with safety protocols even when under pressure.
To do this, start by writing in plain language, free from jargon, and prioritize the most important information. Use bulleted lists, visual aids, and step-by-step instructions.
3) Empowers Decision-Making and Autonomy
When employees have access to clear and concise documentation, they are better equipped to make informed decisions, especially when things don’t go according to plan. Well-written procedures don’t just provide the “what” but also the “why,” allowing workers to understand the rationale behind certain steps and empowering them to adapt when conditions change.
For example, see the two excerpts of Lock Out Tag Out (LOTO) procedures below. The first, only identifies the what. The second identifies the what and the why.
Procedure that Only Identifies the What
- Locate and identify all energy sources connected to the equipment.
- Disconnect the equipment from all identified energy sources, including electrical, hydraulic, and pneumatic power.
- Apply a lock and tag to each energy-isolating device.
- Test the equipment.
Procedure that Identifies the What and the Why
- Identify all energy sources to control hazardous energy and prevent accidental release.
- Disconnect the equipment from all identified energy sources to prevent unintentional activation.
- Apply lock and tag devices to each energy isolating point to physically block reactivation and warn others not to use the equipment.
- Test the equipment by attempting to start it to confirm isolation and verify no residual energy.
Both examples show clear and concise steps that are easy to follow but providing the why in the second example, enables the worker to better address issues when they arise. The worker can then make informed decisions autonomously which is a cornerstone of human organizational performance.
4) Encourages Consistency Across the Organization
Of course, when workers have autonomy there may be a concern about consistency, How can companies promote consistency when they also promote autonomy? The key is to have consistent, standardized procedures across the company, that are well-organized, easy to follow and include the rationale behind key steps.
This can be challenging for companies operating in different jurisdictions where regulatory requirements vary. For example, a frac company working in both Alberta and BC will face different regulatory requirements for restraining temporary pipe used in hydraulic fracturing operations. In these situations, some companies choose to adopt the most stringent standard across all jurisdictions. For example, a company may choose to adopt as a standard across the company, the more stringent pipe restraint methods required in BC. Alternatively, a company could develop procedures that comply with the specific regulations of each jurisdiction while keeping the core principles consistent. For instance, the company can focus on a risk-based approach to controlling potential failures of temporary pipe that includes restraints, exclusion zones and following operating procedures, and present this in a standardized template. This allows workers to interact with familiar documents, regardless of where they are working. So while the technical details of compliance may differ, the overall approach to how procedures are presented remains consistent, reducing cognitive load and confusion.
Designing Documentation with Human Strengths in Mind
Documentation should also be designed with human strengths in mind. Problem solving, adaptability, and learning from our mistakes are all skills we have and should be encouraged to use because doing so forces us to think critically, preventing complacency.
Here are a few ways to do this.
1) Foster Learning and Continuous Improvement
Create documentation that serve as both a guide and a learning tool. By including the rationale for why certain safety measures are required and what the potential risks are, employees will be more engaged with the safety practices, rather than following instructions robotically.
Also, encourage feedback from employees and make regular updates to the documentation based on their feedback. This creates a learning environment focused on continuous improvement. Workers who understand both what they are doing and why are more likely to engage in reflective practices and suggest changes based on their experience. This aligns with HOP principles, which focus on learning from everyday operations rather than only from incidents. Encouraging employees to suggest improvements when they encounter situations that the documentation doesn’t account for creates a feedback loop that helps the company refine its processes and continuously improve safety and efficiency.
2) Use Visuals to Enhance Understanding
Humans like visuals and process visual information more quickly than text. Where possible, Include diagrams, flowcharts, and visual aids in your safety documentation to leverage this strength. Such visuals can make it easier for employees to grasp complex processes at a glance and are especially helpful in industries where employees may face language barriers or have varying levels of literacy.
3) Tailor Documentation to the User’s Needs
Keep the user in mind and tailor the documentation to their needs. Create documentation that gives the user the information they need for the context in which they are working. Include information that is relevant to the user – no more, no less. If in doubt, ask the user.
Conclusion: Clear Documentation as a Safety Tool
Clear and concise safety documentation becomes a powerful tool for supporting human organizational performance when designed with human strengths and limitations in mind. Employees can follow safe practices more easily and become empowered to perform their work safely and effectively, reducing the likelihood of errors and enhancing overall workplace safety.
Well-crafted documentation means more than just meeting compliance requirements, it becomes a cornerstone of a culture that values both safety and human performance.
References:
CCOHS: Hazard Communication – Using Plain (Clear) Language
THE EDUCATION HUB – An Introduction to Cognitive Load Theory
UNSW Sites – Cognitive Load Theory: Research that Teachers Really Need to Understand