Why Process Docs Collect Dust (and How to Fix It)

I wrote this article after hitting that wall too many times, and built a simple Documentation Matrix to see where my docs are vs. where I want them to be.

But here’s what I’d love to know: How do you keep your documentation both accurate and actually useful?

Ever spent days crafting process documentation—writing out every step, taking screenshots, defining parameters, listing expected outputs, mapping RACI charts, detailing roles and responsibilities, and getting every last detail approved… only for the file to be buried in a folder no one ever opens? It’s not just frustrating—it’s demoralizing. All that effort for zero impact.

It’s like following a recipe and realizing halfway through that the instructions leave you guessing. You’ve prepped all the ingredients, read the steps twice, even skimmed the author’s life story before the recipe… and yet, somehow, you’re still left wondering how the mixed dry ingredients are supposed to meet the mixed wet ones—because it was never mentioned in the first place.

Or building flat-pack furniture and realizing a step is missing from the instructions. Sometimes you even discover a quicker, cleaner way to get the same result, which makes you wonder if the original instructions were ever tested at all.

Sometimes the issue isn’t bad documentation—it’s that the process is so familiar the team doesn’t feel the need to reference it. “We already know how to do this.” But even then, documentation still has value: onboarding new hires, supporting audits, transferring knowledge when someone is out, or ensuring updates are adopted consistently.

So the real question isn’t “Do we need documentation?” It’s: Are we creating the right type of documentation for the need?

Why Documentation Often Fails?

I truly believe in the benefits of good documentation—it helps onboard faster, captures the as-is state for improvements, and supports consistent execution.

But let’s be honest: this isn’t just about the benefits. I also want to complain a little 😅.

Because if you’ve ever opened a 240-page DTP or 40-page SOP when all you really needed was a a high-level process map or narrative, you know the pain.

When I started exploring the different types of process documents, I got confused. SOP, DTP or Work Instruction would be best to use? So I created a cheat sheet for myself—and now I’m sharing it with you. I hope it will help you choose the right type of documentation depending on your needs.

At the end of the day, the goal is simple: make work easier, not harder. Whether it’s a work instruction, SOP, checklist, or process narrative, the documentation should be used, trusted, and practical.

💡 Question for you: How do you decide which type of process document to create?

 The Documentation Matrix: Where are you now?

To really make sense of it, I mapped documentation quality into a 2x2 matrix. It shows where I want the docs to be and where they actually are. Seeing the gap makes it easier to plan how to get from “current” to “ideal.” 

How to get to the sweet spot:

• Gemba walk: identify what’s written vs. what’s used.

• Match: use the pyramid and cheat sheet to ensure the right doc type for the right purpose.

• Simplify: if nobody uses it, investigate why. You can’t fix a problem you haven’t identified.

• Embed: integrate docs into daily workflows, don’t just store and forget them.

Four Core Types of Process Documentation (that I use)

• Standard Operating Procedures (SOPs) – high-level, end-to-end, compliance-driven

• Work Instructions (WIs) – detailed, step-by-step guides

• Desktop Procedures (DTPs) – practical, quick-reference task guides

• Job Aids – the fastest, simplest form: checklists, flowcharts, one-pagers

In summary, SOPs explain why and who, WIs explain how exactly, DTPs are summaries, and Job Aids are memory triggers.

The Documentation Pyramid

The documentation pyramid shows how different formats serve different needs.

• SOPs explain the big picture — the what and why.

• Work Instructions break it down step by step.

• Desktop Procedures guide you through specific tasks, often with screenshots.

• Job Aids are the quick references you grab on the spot.

• Narratives add context and connect the dots across the process.

The tricky part? Knowing which one to use. That’s where the decision tree comes in — a simple way to match the right type of document to the right situation. 

Example process documentation types - Boiling Eggs Process

The easiest way to explain documentation types? Boiling eggs:

• SOP – “Kitchen policy: Eggs must be boiled consistently. Scope, roles, compliance checks.”

• Work Instruction (WI) – “1. Put eggs in saucepan. 2. Cover with 1 inch water. 3. Boil…” (step-by-step).

• Desktop Procedure (DTP) – “Quick card: 3 min soft, 6 min medium, 9 min hard. Cool, peel.”

• Job Aid – Sticky note: “🥚 3/6/9 min → cool → peel.”

Same process. Different needs. Different documents.

Now that we covered the process document types, here’s a quick reminder how to keep them alive.

Even the best docs turn into fossils if you leave them alone. The trick is to treat them like living things: create them, check in often with the people who use them, feed them with updates, and let them retire gracefully when they’re no longer needed. That way, your SOP doesn’t become a relic in a folder dungeon, and your job aids don’t end up as digital dust.

Closing Thought

Process documentation shouldn’t be a burden. It should remove friction, not add it.

So next time you’re about to write a 20-page SOP, ask yourself: Does this really need to be an SOP? Or would a job aid do the trick?

Your employees (and your auditors) will thank you.

This article is based on my own experience with process documentation. I’m always open to hearing new ideas, approaches, and tips from others in the field. All errors (and oversimplifications) are mine alone.

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