@article {RN43,
	title = {Policies and Procedures},
	journal = {Journal of Technical Writing and Communication},
	volume = {27},
	number = {2},
	year = {1997},
	pages = {147-161},
	doi = {10.2190/5KYT-8P67-0KLF-U8EU},
	author = {Klein, William D. and Mckenna, Bernard}
}
