The purpose of this workshop was to emphasize the importance of written procedures manuals for technical services, using anecdotal evidence to demonstrate the difficulties that can arise when workplace policies are not documented. In the subtitle of the workshop, the forest represents the big picture (having any kind of written policies or procedures); the trees represent the policies to which the staff can refer in doing their work; and the critters are items not normally addressed in manuals, the absence of which can cause unexpected problems for unwary managers.

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