How do you document your business processes? More importantly, why should you if you’re doing well?
If your business processes live in scattered Google Docs, Slack messages, or inside someone’s head, you’re setting yourself up for chaos. Scaling without process documentation is like running a restaurant without recipes—every task becomes a guessing game.
The good news? You don’t need to be a technical writer to document your company’s processes effectively. With the right approach, you can create clear, useful SOPs (Standard Operating Procedures) that save time, prevent mistakes, and help your business grow smoothly.
This guide will show you how to document business processes in four simple steps.
What is Documentation?
Think of documentation as your business’s instruction manual – except one that people might actually read.
Process documentation is the creation of a detailed written record that outlines procedures and tasks within an organization. It’s your single source of truth, ensuring everyone is aligned on how to perform specific tasks without having to tap someone on the shoulder every five minutes.
Documentation typically falls into a few categories:
- Internal Documentation: This is the behind-the-scenes playbook for your team. Think onboarding guides that prevent new hires from asking the same questions 50 times, product development roadmaps that keep everyone aligned, and those marketing checklists that ensure nothing falls through the cracks.
- External Documentation: This bridges the gap between what your team knows and what your customers or users need to understand. Customer support articles, user guides, and API documentation all fall here – basically anything that helps people outside your organization use your products or services successfully.
- Technical Documentation: Here’s where you translate complex tech-speak into something humans can understand. The golden rule? Aim for 6th-8th grade reading level, even for technical content. Your future self will thank you.
Documentation isn’t just paperwork – it’s a key aspect of business process management that streamlines operations and makes your standard operating procedures (SOPs) actually work in real life.
Why Process Documentation Matters ✅
Many businesses avoid documentation because it feels tedious. But the companies that get it right scale faster, onboard employees efficiently, and reduce costly errors.
Here’s why documentation can be a competitive edge and why it’s worth your time:
- Consistency & Efficiency – Teams follow the same steps every time, reducing errors and confusion.
- Knowledge Sharing and Training: Ever had that panic moment when your only expert on a critical process gives two weeks’ notice? Documentation centralizes team knowledge so it doesn’t walk out the door with departing employees.
- Faster Onboarding – New hires get up to speed without repeatedly asking the same questions.
- Scalability – You can delegate tasks confidently because workflows are clearly outlined.
- Asynchronous Work and Transparency: With remote and hybrid work here to stay, documentation allows team members to access information independently, regardless of time zones or availability.
- Fewer Bottlenecks – No more waiting for specific team members to explain processes.
Process Improvement – Writing things down reveals inefficiencies and outdated steps.
Still not convinced? Studies show that poor documentation leads to a 60% loss in skilled worker time—that’s more than half your team’s productivity down the drain.
Let’s fix that!
How to Document? 4 Steps to Create Effective Documentation
Adi Klevit is a legend in the world of process. She’s spent more than two decades helping businesses of every size and shape scale and grow their results by implementing efficient systems and processes.
She shared her tips on how to document processes in your business;
Step 1: Determine Goals and Apply the 80-20 Rule
Don’t try to document everything at once. You’ll burn out before you even get started.
Start by identifying which processes will give you the biggest return on investment. The 80-20 rule (also known as the Pareto Principle) suggests that 20% of your processes likely produce 80% of your results. Focus there first.
Start with:
- High-impact processes (client onboarding, invoicing, customer support)
- Time-consuming tasks (repetitive questions, approval workflows)
- Knowledge-heavy roles (anything that would cause chaos if a key employee left)
Key questions to ask:
- What processes are causing bottlenecks right now
- Which tasks would break down if key employees were unavailable?
- Are you documenting for efficiency, compliance, or training?
👉 Pro Tip: If you’re struggling to prioritize, start with the most frustrating process in your business. Fixing just one bottleneck can save hours of lost time.
Step 2:📌 Choose the Best Documentation Format
Not all documentation should be a wall of text. Choose a format that makes processes easy to understand:
- Checklists – Best for step-by-step tasks like onboarding new employees.
- Flowcharts – Great for decision-based processes (e.g., troubleshooting workflows).
- Screenshots & GIFs – Perfect for software tutorials and UI-based tasks.
- Videos – Quick recordings can explain complex workflows in minutes.
👉 Pro Tip: Write at a 6th to 8th-grade reading level. If a new employee can’t follow it, it’s too complicated.
Step 3: Write Clear, Actionable Instructions
Now, document the process step by step. Think of it as a recipe—each step should be easy to follow, even for someone new.
Example: 🚫 Bad: "Optimize email templates for efficiency."
✅ Good:
- Open Gmail and click "Templates."
- Select "Customer Follow-Up" from the list.
- Edit the subject line and personalize the first sentence.
- Click "Save & Send."
Best Practices for Clarity:
- Use short sentences – If you need to take a breath while reading, it’s too long.
- Avoid jargon – Write as if explaining to a new employee.
- Add visuals – Screenshots, GIFs, and videos increase engagement.
- Assign ownership – Define who is responsible for each step.
👉 Pro Tip: If possible, involve the people who actually do the work, I.e., subject matter experts, when writing documentation. They know the real workflow—including workarounds.
Step 4:✅ Share, Train, and Keep It Updated
Documentation is only as good as its implementation. Conduct "knowledge transfer" sessions that bring your documentation to life and ensure everyone understands not just what to do, but why it matters.
Tips for Effective Knowledge Transfer:
- Make it easily accessible – For the love of productivity, don’t hide your documentation in random folders or scattered across multiple platforms. Store everything in a centralized document repository. Use tools like Whale that feature contextual suggestions to surface knowledge.
- Train your team – Hold quick knowledge-sharing sessions to show how to use documentation. Set clear objectives for what people should be able to do after training.
- Assign process owners – Designate reviews to subject matter experts for keeping each document updated.
- Review & revise regularly – Schedule a quarterly "Documentation Day" to update outdated SOPs.
🚀 Pro Tip: Treat documentation as a living document—if a process changes, update the SOP immediately.
Additional Tips to Document Processes
If you’ve followed the above steps, you have process planning down to a science — well done!
But Adi’s advice doesn’t stop there.
Over two decades in the industry means she’s got more than a few pro tips up her sleeve. Here are some of the more nuanced tactics Adi shared with us on how to write procedures and take your process documentation to the ace level.
✅ If you run on EOS®, make process a rock.
"Companies that run on EOS make process a rock. They choose a process for the quarter, and they make it happen. When you set a rock, you actually have to be on track and meet it, and it will be there to discuss every meeting if it doesn’t move forward."
✅ Have a purpose and use it as a KPI.
"Have a purpose. Know why you’re doing it. Choose to start in an area that will make the biggest difference and that you are enthusiastic about."
Whether your ‘why’ is freeing up more time, gaining clients, or increasing revenue, make sure you position your company as one of only 4% who measures how successful your process is.
✅ Use a project management tool.
"Run it as a project and use a project management tool like Asana, Monday, or ClickUp to break it down. Identify the area, assign someone to write the playbooks, assign a due date and have somebody manage the project."
✅ Find your tone of voice.
"You have to write processes and procedures with the voice that matches your culture and who you are. Don’t write dry standard operating procedures if you’re this hip company. Make sure everything matches your branding, core values, and who you are."
How to Use Software to Document Processes?
"My clients document everything in Whale"
If Adi had her way, writing business process documentation would always be done using Whale. And she isn’t just talking about large, well-established companies.
Key Benefits of Using Documentation Software
Using the right software makes documentation easier, searchable, and more scalable.
- ✅ Centralized Knowledge – All processes are stored in one location, reducing confusion.
- ✅ Version Control – Easily track changes and ensure everyone is using the latest version.
- ✅ Searchability – Find documents instantly instead of hunting through folders.
- ✅ Collaboration & Accessibility – Multiple users can contribute, update, and refine documentation.
- ✅ Integration with Workflows – Many tools sync with project management platforms, enhancing efficiency.
“Whale makes your processes very accessible, easy-to-find, search, use, maintain versions, assign owners, and review. From the start, you’re building the company with a great foundation."
Examples of Business Process Documentation
Common examples of business process documentation include:
- Customer Onboarding Process: Outlines how to introduce new customers to your service, including account setup, initial training, and ongoing support.
- Employee Onboarding Checklist: Lists each step for bringing new employees up to speed.
- Sales Playbooks: Provide scripts and strategies for sales representatives.
- Customer Support Guides: Detail procedures for handling customer inquiries and complaints.
- Process Flowcharts: Visualize the steps in complex processes, helping to identify bottlenecks.
Each document type serves a unique purpose and can be customized for different business needs.
Bottom Line?
Want to unlock the next level of growth in your business?
Make sure you use these 4 steps to ace your business documentation;
- Use the 80-20 rule to identify which departments and processes to focus on
- Create your chosen department’s processes from beginning to end
- Share your knowledge through training
- Review business process documentation and revise regularly
Repeat steps 1 to 4 at least once or twice a year to ensure you’re on track for growth.
FAQs about Business Process Documentation
What are the most common forms of business process documentation?
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Difference between SOP and policy: More detailed than SOPs, work instructions provide specific instructions on how to carry out parts of a process. They are often used for complex tasks that require detailed guidance.
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Standard Operating Procedures (SOPs): Written guidelines that provide step-by-step instructions on how to perform a specific task or process. SOPs ensure consistency and quality in the execution of tasks.
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Work Instructions: More detailed than SOPs, work instructions provide specific instructions on how to carry out parts of a process. They are often used for complex tasks that require detailed guidance.
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Business Process Narratives: Descriptive documents that explain the purpose, scope, and outcomes of a process, often complementing process maps and SOPs. Narratives provide context and a broader understanding of why a process is important.
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Checklists: Simple, bullet-point lists used to ensure that all steps of a process are completed. Checklists are practical for routine tasks and help in reducing errors.
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Policies: Documents that outline the rules and guidelines for decision-making within a business. Policies provide a framework for the operation of a business and set expectations for behavior and action.
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Business Requirement Documents (BRDs): Detailed descriptions of what a new or improved business process will accomplish, including the business problem, the proposed solution, and the specific requirements needed to achieve the solution.
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User Guides and Manuals: Documentation aimed at end-users, providing instructions on how to use products or systems. These guides help in training users and reducing the learning curve associated with new tools or processes.
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Process Performance Metrics: Documentation that includes key performance indicators (KPIs) and metrics used to measure the effectiveness and efficiency of a business process. These metrics help in monitoring performance and identifying areas for improvement.
How to overcome challenges in documenting?
- Time? Who’s got time to do this stuff? No one but with AI assisted tools like Whale, you don’t need a mountain of time.
- The "Boring" Factor: Creating and reading documentation can feel about as exciting as watching paint dry. Most people would rather do almost anything else with their time. But it doesn’t have to be that way.
- The Maintenance Headache: That beautifully detailed guide you created six months ago? It’s now hopelessly outdated and possibly causing more confusion than clarity. With technology it’s easy to review and update your SOPs.
- The Workaround Culture: We’ve all seen it – meticulously documented processes that everyone ignores in favor of their own "more efficient" methods. If documentation feels too cumbersome or impractical, people find ways around it.
- The Entrepreneur’s Resistance: The real challenge in documentation for entrepreneurs is overcoming the belief that structure limits creativity. But it isn’t true. Processes actually fuel creativity.
What is the purpose of having SOPs in an organization?
The primary purpose of SOPs is to document essential business processes so that tasks are performed consistently and correctly, regardless of who completes them. SOPs serve as a guide to standard practices, enabling smooth operations, better compliance, and a foundation for employee training. They help reduce operational risks and improve decision-making by establishing clear guidelines.
What are key elements of good process documentation?
Not all documentation is created equal. The difference between documentation that gathers digital dust and documentation that transforms your business comes down to a few critical elements:
- Clear and Concise: Good documentation cuts through the noise. It avoids jargon, explains technical terms when necessary, and gets to the point without unnecessary fluff. Each step should be crystal clear, leaving no room for the dreaded "Wait, what am I supposed to do here?" moment.
- Comprehensive Without Being Overwhelming: Balance is key. Cover everything from start to finish, including roles, responsibilities, inputs, and outputs—but break it down into digestible chunks. Nobody wants to face a wall of text when they’re trying to complete a task.
- Visually Organized: Our brains process visual information faster than text. Use flowcharts, diagrams, screenshots, and other visual elements to break up text and illustrate complex concepts. A good diagram can replace paragraphs of explanation and make processes instantly clearer.
- Easily Accessible: The world’s best documentation is useless if people can’t find it when they need it. Make sure it’s available where work actually happens, whether that’s in a shared digital workspace, integrated with your project management tools, or even (gasp!) printed and posted for processes that happen away from computers.
- Regularly Updated: Outdated documentation is the fastest way to lose credibility. Set up systems to keep your docs fresh as processes evolve—because they will evolve, whether you document the changes or not.
- Actionable: Effective documentation doesn’t just explain what needs to happen but provides the tools and resources to actually make it happen. Links to templates, examples, and related processes can turn documentation from reference material into a launching pad for action.
- Feedback-Friendly: No documentation is perfect on the first try. Create easy ways for users to suggest improvements, report issues, or ask questions. This not only makes your documentation better but gives users a sense of ownership.
- Standards-Compliant: For regulated industries, make sure your documentation meets relevant compliance requirements. This might seem boring, but it’s a lot more exciting than failing an audit!
- Secure and Confidential: Processes that handle sensitive information need documentation that respects security requirements. Make sure access controls are appropriate for the content being shared.
What are examples of process documentation?
Effective documentation can take many forms depending on your business needs. Here are some common examples:
- Onboarding New Employees: An onboarding checklist process ensures that all essential steps are covered, making the onboarding experience smooth and efficient for both the new hire and the organization.
- Customer Onboarding Process: Outlines how to introduce new customers to your service, including account setup, initial training, and ongoing support.
- Customer Service Process: Providing excellent customer service is paramount for any business. A step-by-step process helps ensure that customer service representatives handle inquiries and issues in a consistent, efficient, and empathetic manner, thereby enhancing customer satisfaction and loyalty.
- Sales Playbooks: Provide sales scripts, strategies, and workflows for sales representatives to follow when engaging with prospects.
- Product Development Lifecycle: Idea generation, concept testing, design and development, prototype testing, market launch and evaluation.
- Quality Assurance Process: Establishing quality standards, regular inspection and testing, process improvement feedback, compliance monitoring, final quality approval.
Each document type serves a unique purpose and can be customized for different business needs and departments.
Key Terms & Further Reading on Business Process Documentation
Related blog posts
How to Create an SOP
The importance of ongoing training
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Ultimate Guide to SOP & Process Documentation
The why, what, and how to unlock the next level of growth in your business with SOPS & systems
