In Praise of Instructions

I've written before about the "last mile" being the hardest part. It brings to light one detail that I think we forget quite often: people love instructions. We love to feel informed. Knowing the simple details really eases anxiety and makes everything work better.

Not an Instruction Manual: Instructions

The problem with an instruction manual is that it happens "out of band." No one wants to stop doing the thing to read about how to do the thing. We want to get the pieces that ease our anxiety and guide us a little RIGHT IN THE MOMENT.

For instance, when I travel, I like to lay out little travel instructions. I might do the following in my calendar app:

• Go to airport - with a time, so I know how much time I've allotted. This is where I'd put the "take a Lyft" or "driver will pick you up" and that driver's contact info,etc.
• Flight info - Airline first (which terminal is the first question), Flight reference number second, Departure Time, Arrival time, etc. SEAT # (Yes, I also use Google and Apple wallet)
• Airport Pickup - Is there a car waiting? Do I need to grab a Lyft?
• Hotel - Address first. Reservation second. Phone numbers.
• Destinations and Meetings - What am I there to do? This might include a speaking venue, a meeting place, etc.

These little bites all exist for when I need them. Look at how much less anxiety I have because of it. But of course, there's more.

• Packing List - I have a go-to packing list that I populate each flight. It *really* cuts down on the "Oh crud, I forgot the.." issue. Especially with international travel.
• Friends in this City/Region - I take a step to remind myself whether a friend lives in the destination where I'm going. This saves me from last minute "Hey, I'm in your town" in a world where *instant* plans are rarely easy to pull off.

Okay, I got a little "in the weeds" on the example. But you see the instructions.

Do This for People and They Will Love You

The amount of times where people will benefit from a tiny bit more "hand holding" at the right moment is immense. If you can do this at work, at home, in life, it'll be so ultra helpful for so many, and wow, it's great when you're thought of as the person who is more helpful, who makes it easier/better.

I had a medical procedure last week. The instructions said in a very prominent place that my procedure began at 8:30. Then, in a completely different place and with awkward wording, it told me to show up "1 1/2 hours earlier." Two problems with this: first, the form SCREAMS 8:30 and whispers "Well, actually 7." Second, it's written in a way that one might miss the "1" like I did. My fault? YES. But that's not the point. The point is they could've made this SO MUCH EASIER for everyone. (I showed up about 45 minutes early, kind of halfway between the two, but I also went into a minor anxiety attack - the real kind - on the way to a heart appointment.)

It gets dumber. FURTHER down the form, it says (again tucked in and barely obvious) to show up the day before the procedure (just says day before, no time, etc) to do a quick check-in at the doctor's office (not where I'm going for the procedure). But that information was TWO PARAGRAPHS down from when it told me everything was taking place.

Okay. Okay. That's out of my system.

But do you see it? Do you see the issue? The issue is that instructions are a golden opportunity to please people, to make them exceptionally happy. If I rewrote the above document, it would've read:

• Go to ____ lab for a quick blood test by ___ (date).
• Go to doctor's office (and type out the address) on (date) (time) for a quick check-in.
• The night before surgery, stop all food and liquid intake by midnight.
• On the morning of your procedure, take any morning medication with a small sip of water.
• You will need a ride after this procedure as sedation will make you unable to drive yourself home.
• Arrive at the hospital by 7AM (add the address), ask the front desk to point you to the surgical day care center.
• Be prepared to talk about any medicines you're taking, which doses, and when you take them in great detail. Take pictures. It's easier.
• Your procedure begins at 8:30AM. It typically lasts an hour. Schedule at least 4 hours for any last minute changes or complications or aftercare allowances.
• Provide a contact name and number for your ride home at check-in.

I stopped writing this, but I plan to send a slightly more fleshed out version to my doctor's office to replace the 1960s era mimeographed version they gave me two calendar days before my procedure.

Instructions Can Be Simpler Still Quite Often

You can say "We're going to walk around after dinner, so wear comfortable footwear and warm clothes." That's an instruction that's helpful ahead of time. There are so many of these.

"Let's meet for coffee. Plan a half hour." That last part gives someone a timetable. It lets you know that the person isn't thinking of kidnapping you for half a day like sometimes happens.

At work, there are so many places where a tiny instruction can save a lot of meetings.

"If we have to change this PDF form in minor ways, it usually takes half a day because of internal routing. If we have to make a significant change, plan 5 days on average."

Or "In our meetings, we work from the same kanban board, and basically just confirm red-yellow-green." The meeting is scheduled for 20 minutes, but we aim for ten." That tells people what to expect going in. You can add what to bring, etc. Keep it simple.

We Love Feeling Confident

With that as your guide, think about ways you can help others feel confident, prepared, and capable. Give them ways to win. And equip them for ongoing success. Think about all the ways you can do this, including your website navigation, how you process small family events, and what you want from the person you love the most. They all relate.

Even this letter to you is an instruction. Right?

Chris...