Client Instructions
- Sam Tipton
- Anonymous
Clients are able to provide instructions to typists either in writing or verbally during the dictation itself. These instructions usually include information such as preferred formatting, template requests and spelling. If these instructions differ from SpeakWrite's normal OLH policies, they are to be followed exclusively (do not add SpeakWrite's default formatting in addition to the client's request).
Scope of Service Reminder
If a client provides any verbal or written instructions that are outside of our Scope of Service Policy, open a help ticket for assistance. Most often, you will not follow these instructions, but instead type them as an instruction to staff.
Conflicting Instructions
The goal for every job is to follow all instructions at the same time. However, it is possible that there could be multiple sets of instructions for a job, and there may be some conflict between the instructions.
Every time you start a new job, check for instructions in the following order.
- SpeakWrite's Scope of Service policy
- Job Instructions (from SW Management or directly from client when submitting the job)
- Verbal instructions provided in audio
- Written Customer Instructions/client word list
- Written Group Instructions (instructions that apply to all users in a given user group)
- If a template is referenced, follow instructions or formatting contained in the template. Template instructions (and formatting) are lower in priority than all other client instructions. For example, if the client dictates different language for a heading than you see in the template, you must adjust the document so that it contains the wording dictated by the client. All written client account instructions take precedence over the template.
- Follow SpeakWrite's default (OLH) formatting and policies
- Finally, if none of the above apply, follow your own professional knowledge and experience with word processing
It is imperative that you always follow instructions. Failure to follow specific instructions that result in client complaints or job corrections can result in compensation loss. This includes group conversation speaker labeling and client template requests.
Types of Instructions
Verbal Instructions
Verbal instructions are given by a client as part of the actual audio. If they differ from SpeakWrite's usual policies, they are to be followed exclusively.
Verbal instructions take precedence over most written instructions, with the exception of written Job Instructions.
Verbal instructions are unique to a particular job and should not be applied to any other job unless specifically requested.
Customer Instructions
Written instructions from the client can be attached either to a specific job or to all jobs dictated on their account. These written instructions are to be followed exclusively. Any conflicts between instructions must be handled as explained earlier in this article.
Client word lists fall at the same priority as other customer instructions.
Be sure to check the Conflicting Instructions section above for the priority of instructions.
Always read through all written instructions carefully before starting a job, and then again just before submitting it, to ensure that you didn't overlook anything.
Job Instructions
Job instructions can be added by the client when submitting the job or after the job has been submitted. They are not attached to the client's account like regular written instructions, and they apply to the current job only. These instructions might contain spellings pertinent to the job, special formatting requests, or even correct an error in the submitted document (e.g. request a different custom file name from the one dictated).
Group Instructions
Group instructions relate to all of the accounts in a particular client group (e.g. a law firm in which each attorney has a separate individual account). If there is a conflict between the Client Account Instructions and the Group Instructions, the Client Account Instructions take precedence.
Group instructions are not related to group conversations in any way. Any instructions for a group conversation will always use the term "group conversations" or "GC."
Where to Find Instructions in TypeEasy
The images to the right illustrate where you will see instructions on a job.
Instructions are located in two places:
- Job Information tab
- Document tab (use checkboxes to toggle on/off)
Always scroll all the way to the bottom to read any and all instructions included here.
Job Information tab:
Document tab:
Help Ticket
If you are unsure of what is being requested, please submit a Help Ticket for clarification.
Instructions to Staff
What is an Instruction to Staff and What is Not
Instructions to staff are instructions you cannot perform as the typist. These are instructions meant for the client's secretary/staff members to carry out. See some examples below.
| Instruction to Staff | Not Instruction to Staff |
|---|---|
| Put the letter and forms on my desk when received. | Format as a letter, and cc Bill. |
| Please open a new file. | Create a memo regarding Walters case. |
Our default format for client instructions to staff is bold/brackets. Instructions to staff should be typed at the left margin or indented to match the document, typist's choice. Here are some examples:
If you can complete the instruction and it falls within our Scope of Service, please do so, even if the instruction is dictated to a specific person.
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