How to write SOPs that a human and an automation can both follow
Write standard operating procedures that work for staff and workflow automation — triggers, inputs, and edge cases.
Bottom line: Write SOPs in trigger language ("when X happens") so humans and automations follow the same rules — with an exceptions appendix bots route to people.
Automations implement SOPs. When a bot fails at 5pm Friday, staff need a doc — not a contractor's phone number.
Step 1: Write for the trigger, not the tool
"When deposit clears" beats "open Zapier." Tools change; triggers stay.
Step 2: Specify required inputs and formats
Field names, allowed values, mandatory checks. "Customer email" must mean the same field in CRM and Xero.
Step 3: Document the happy path in numbered steps
One action per line. Automations need granularity; humans can read merged steps.
Step 4: Add an exceptions appendix
Missing data, failed payments, GST-free customers, split billing — each needs a human path.
Step 5: Assign ownership and review cadence
Name who updates the SOP when pricing or tools change. Quarterly review minimum.
Step 6: Test with a dry run
Walk one real job through without shortcuts. Gaps appear before integrations are wired.
Pair with process mapping
SOPs sit on top of process maps. Map first, SOP second, automation third.
FAQ
SOP vs process map?
Map shows flow; SOP is executable instruction.
How long should an SOP be?
One to three pages per workflow for typical SMBs.
Do automations replace SOPs?
No. Automations implement them; humans fall back when paused.
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