When a Standard Operating Procedure (SOP) Singles Out Classes of People

              Though many establishments may think they operate on a sound code of ethics for their business practices, they may be indirectly sabotaging those ethics in the manner that they write their Standard Operating Procedures (SOP). Though SOPs are to simply be written processes that describe in detail how to perform a work task specific to a business’ operations, some establishments include far too much language that can get the business into a sticky situation if the wrong eyes fell upon the document. Let’s look at this example of language for a St. Louis County SOP describing how to determine a “meter out customer” for electricity:

While we all have encountered difficult customers in our line of work (whether internal or external to the establishment), any negative emotions we have should never find their way into a “professional” SOP document. In documenting procedures, we should also ensure that we leave out any biases, as displayed in the second paragraph below (Part four):

               Some people may not see an issue with the way these portions of the SOP are written because they may view it as just background information for an employee in effectively dealing with the “meter out” customer. However, I pose a question to those people. Have you ever been in a situation where you received some negative information about a person (whether assumed or fact) and later found that upon meeting that person your own mannerisms or conversation were negatively influenced by this negative information? While some people are greatly skilled at maintaining professionalism and unbiased actions when relating to others, a greater portion of society is not so skilled in this area. Therefore, I think it is a great responsibility of establishments to ensure that they at least help set a positive tone in their written documents that employees use for processes with both internal and external customers.

               One of the best practices for writing professional SOPs is to be concise without usage of speculation or biases regarding people and situations. I would re-write the very first sentence of ‘Part 5: How will I know it is a meter out customer?’ in this manner: “Ask a series of questions to assess whether the customer has a 9-digit number from Ameren.” The rest of the process should only address this “specific” question. Always be direct. I would also suggest breaking out any subcategories to the question into another “Part” to ensure ease of reading for employees. Starting with a flow-chart as a guide for the steps in a process is a great practice to use before converting that process to written documentation—the SOP.

               Here are some detailed tips for writing SOPs:

·        Start with a flow chart to map out each step for writing

Where possible, keep sentences brief with simple words. Being overly technical can confuse the process’ meaning for those using the document.

·        Be mindful of formatting

Numbered or bulleted steps in a process are easier to follow than long paragraphs of text. This may or may not be effective for an establishment’s internal processes. Play with what works best.

·        Avoid being ambiguous

Use wording that enforces consistency in completing a process. Words like “may,” “should” and “in general” leave room for those following the process to make their own decision in how to carry out a process. Unless the process includes conditional statements, words should always be chosen to indicate a directive.

               If you read a SOP that sounds more like a conversation (or blog) instead of step by step procedures, I would suggest that it is time for an overhaul. Not only will the processes have more ease for following, but an overhaul may very well protect the image of the establishment.

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About the blogger: With close to 20 years of experience in a human resources environment, six of those years in a law firm, Charlotte participated in writing procedures part of her entire career. She currently freelance writes weekly for a local newspaper and owns a writing consulting business.