Manual creation seminar

Challenges faced by Mitsui Sumitomo Insurance Company, Limited

Mitsui Sumitomo Insurance Company, Limited has prepared operational manuals for customers, agents, and internal use for each of their numerous insurance products.

They believed it was necessary to further improve the quality of manuals so that employees and agents could provide even higher quality customer service, thereby offering customers an even more satisfying experience.

We received an inquiry about holding a practical seminar for business personnel using the manuals currently in use as material, focusing on how to improve manuals to make them easier for readers to understand.

Solutions of Human Science

We provided the actual manual and submitted the evaluation report.

While repeatedly discussing the key themes to be focused on in the seminar, we prepared original texts to be used in the training sessions.

 

Workshop Content: Using the customer's actual manual as the training text.

・Customized the seminar content to be offered as a 2-hour course.

・Based on the manual analysis results

　"Assigning titles that match the content" and "Explaining terminology"

　"Writing lead sentences" and "Reviewing the table of contents"

　Focusing on points such as "Writing captions for illustrations",

　Exercises using examples from actual manuals were also created.

・Using the materials from the exercises, how can we improve?

　Discussion.

・Based on participant surveys (about 90 responses),

　Consider themes for the next seminar.

For detailed information related to this case, please see below.

Creation of Manuals and User Guides

Manual Creation In-house Support Service

Manual Evaluation, Analysis, and Improvement Proposal Service

Manual creation seminar and training

Customer Feedback List (Example)

It was very easy to understand and practical because you proceeded specifically using the actual manual.

Out of fear of readability issues caused by term duplication, it is common to mix different terms with the same meaning within a text. However, from the reader's perspective, I realized that consistency is necessary.

I had noticed the difficulty of the manual's table of contents but had not been able to fix it, so I added subjects and

I found that just reviewing the grouping makes it much easier to read.

Since our company has many manual items and pages, I think it can be made easier to use by properly writing the lead text.

I thought that even terms commonly used within the company actually contributed to the difficulty in understanding.

From Human Science representatives

This is a seminar focused on manuals themed around insurance products.

Although this is a field requiring advanced specialized knowledge, organizing it from the perspective of technical writing can improve the clarity of the manual.

By using manuals that are actually in use as subjects, we can further enhance the understanding of those responsible for manual creation.

By repeatedly discussing the themes to be focused on and the subjects of practice problems, we strive to ensure that they can be immediately applied in actual work.

Related Services

Creation of Manuals and User Guides

Manual Creation In-house Support Service

Manual Evaluation, Analysis, and Improvement Proposal Service

Manual creation seminar and training