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● Remember: Section summary
• Key idea: A meeting is a decision and follow-up process, not an audio recording
process.
• Practical decision: Separate the transcript, the minutes, the decisions, and the tasks
into different outputs.
• Mistake to avoid: Treating an automatic summary as an approved record without

reviewing names and decisions.

5.7 Policies, Procedures, Frequently Asked Questions, and Service Guides
◆ Key idea: four documents that answer four different questions.
A policy sets the rules and the limits. A procedure sets the steps and the responsibilities.

A set of frequently asked questions answers what people actually ask. A service guide
tells a user what to do.

These documents look similar because they all explain how an organization works, but they
perform different functions. A policy sets out the principles, the rules, and the limits. A

procedure explains the steps and the responsibilities. Frequently asked questions answer
the user’s recurring questions. A service guide explains the service, its conditions, its

channels, its timing, and what the beneficiary needs. Mixing the types produces a document
the reader does not know how to use.

AI can help a team compare existing documents, detect repetition or contradiction, build a
structure, simplify the language, and extract frequently asked questions. But it has no

authority to create an institutional rule on its own. The provisions must come from the
competent owners and the official sources, and the draft must show clearly where a decision
is still required.

The best workflow begins with a requirements matrix that links every provision to its source,

its owner, and its status. The structure is then created, then the draft, then a content review,
then a review of applicability. A sentence may be linguistically sound yet impossible to apply
if it does not say who does what, or if it assumes a system that does not exist.

After a document is approved, supporting products should be derived from it rather than

written separately: a checklist from the procedure, frequently asked questions from the
policy, a request form from the service guide, and an executive summary. This reduces

contradiction between materials. And when the original changes, the team must know which
derived products need updating.

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