Standard Operating Procedures: What is The Purpose + Types of SOPs

When most people think about a standard operating procedure, they think about a very formal document. 

Typically, these technical-looking documents include a lot of tables and legalese. They are crowded with text and information, which makes it difficult for end-users to read.

But standard operating procedures (SOPs) don’t have to look that way. In fact, they shouldn't.

The people using your SOPs will thank you if you can make them easier to read and follow as they perform the actual procedure.

Working as the Head Consultant for ScreenSteps — a Knowledge Ops Platform — I’ve coached customers on how turn even the most complex procedures into clear, step-by-step SOPs 

There are many different SOP document types that simplify writing procedures. In this blog post, I’ll first explain the purpose of an SOP. Then we’ll dive into examples of those types of articles you can use to write your SOPs.

DOWNLOAD FREE SOP TEMPLATES

If you're new to writing SOPs, use these free SOP resources to get started:

• SOP Templates – Includes 5 free templates with examples.
• Digital Guide Checklist – A checklist to make sure you include important information in your SOPs.

What is the purpose of an SOP?

The purpose of an SOP is simple: to help somebody perform a task correctly.

Sometimes companies fall into the trap of listing out everything employees could need to know in their SOPs. Then they set them aside, and no one ever looks at them again.

I can't stress this enough: the purpose of an SOP is NOT to include as much information as possible!

Think about your SOPs in this way: "What can I provide to employees that will help them carry out a routine operation?"

That means avoiding getting too technical or detailed. 

As you prepare your SOPs, focus on the following questions:

• Who will use this SOP?
• What do they need to know to perform the task correctly?

If you keep returning to these questions as you write your SOPs, you will have procedures that help your employees correctly perform their assignments.

3 Types of SOP Documents (With Examples)

There are many different ways to write your SOPs. Each layout helps to communicate instructions quickly and provides just the right amount of information in the guide.

Here are three types of articles:

1. Checklists

Checklists are a high-level overview of everything that needs to be done in a process.

A checklist is organized in bulleted lists. You don’t use full sentences on checklists. The goal is to get the point across in as few words as possible.

Typically, checklists are used when an employee knows how to perform the detailed steps of a procedure. They just need prompts so they don't forget anything.

In other words, they don’t need step-by-step instructions on how to move through a process. Employees using a checklist can recognize a quick phrase, identify what needs to be done, and do it.

SOP Example of a Checklist

For credit union tellers, a common checklist might look like this. 

Notice, this checklist doesn’t include instructions on how to fill out the application form or explain what a new account is. The checklist takes into account what the MSR already knows and what they’ve been trained on.

Best Practice Tip

SOPs are not the same thing as training documentation. SOPs can be used during training (and should be), but don’t need to include all of the background information that is usually included in training materials.

Company SOPs need to make assumptions around how much the person following them has been trained. An SOP for doing a procedure in the CRM shouldn’t include details about what a CRM is and why it’s important. That information goes in your foundational courses in your employee training curriculum.

2. Step-By-Step Instructions (Standard Articles)

An SOP can include straightforward, step-by-step instructions. These SOPs walk your employees through each step of a procedure, prompting them on what to do next.

Besides written instructions, step-by-step instructions often include screenshots and images to show employees how to perform a task. These step-by-step guides are often considered standard articles for SOPs.

Example of a Step-By-Step SOP

Having step-by-step procedures is particularly helpful when performing tasks on a computer.

For example, the scenario below teaches an employee how to help a member deposit a check on the mobile app. It explains the order an employee needs to follow to perform the procedure and shows where to click.

Note the lack of text explanation in this example. If the image conveys what needs to be done, then you don’t need paragraphs of text saying the same thing.

3. Decision Trees & Workflows

When it comes to complex SOPs that have multiple variables, you’ll want written procedures that can react to the different scenarios.

With decision trees, the SOP provides a path for your employees to follow depending on what the situation calls for. These decision trees can be presented in multiple ways, including a flowchart or an interactive workflow.

Example of a Flowchart SOP

This flowchart example of a decision tree gives a point of reference where employees should start. Then it provides a bunch of yes-no questions.

As an employee answers each question, they let their answer lead them to the next question until they’ve reached the final answer. Aka: Can the employee process a refund?

Interactive workflows combine the decision-making process of flowcharts with the convenience of step-by-step instructions.

They require a knowledge base or another interactive cloud-based application so that employees can click through the procedure. Workflow articles handle complex SOPs.

SOP example of a workflow article

In this workflow article example, you can see an in-progress workflow. Workflow articles use questions to move an employee through the process.

The employee has identified that the member:

• Has been authenticated
• Is eligible for a new credit card

If at either of those decision points the member did not pass, the process would have changed. 

Because the member passed,the employee can now determine which credit card the member is interested in. This will decide what process the employee should follow. 

Bottom line — focus on helping the READER do the procedure. Whatever format works best for them, NOT YOU, is the format that should be used.

One more tip — never use a video for an SOP

Before you go, I have one last tip for you when it comes to creating SOPs. You'll see a lot of resources recommending creating videos for your SOPs.

While video serves a purpose in training employees, never create an SOP in video format.

Why? SOPs are meant to support employees while they are in the workflow. That means they don't have time to stop and watch a video — especially if they are a customer-facing employee. 

Also, videos take a lot of time to create. Your SOPs will frequently have minor changes (i.e. changes to dates, adding a step, etc.). You need to be able to update your SOPs in minutes. With a video, edits take hours.

As a result, your employees end up working with inaccurate information, so they make mistakes.

How to Document SOPs in Minutes, Without Typing a Single Word

Before you write your SOPs, it helps to know what article type will best explain the steps your employees need to follow. Different article types make it easier for your employees to read and follow your guides. 

However, not all documenting applications have the same capabilities.

For creating and storing SOPs, a cloud-based knowledge base can make a huge difference. Each knowledge base software company offers different content creation tools and benefits. 

At ScreenSteps, we focus on making it as easy as possible to:

1. Document SOPs in minutes
2. Turn complex procedures into optimized SOPs
3. Put SOPs in the hands of users, wherever work is happening
4. Maintain accuracy, even as procedures change

Here's a quick 1-minute video of how to capture SOPs in ScreenSteps, without typing a single word:

Ultimately, the goal is to have findable, followable, and trusted SOPs that help your employees work independently without making mistakes. 

For more information, check out this 6-minute platform overview video. Or, schedule a demo with the ScreenSteps team. 

Start Documenting SOPs Today

Download this free SOP template packet. The packet includes 5 free SOP templates for the different types of SOPs mentioned in this article.