Documentation That Doesn’t Collect Dust — Creating SOPs and Guides That Actually Get Used
- Deborah Ann Martin
- Nov 23
- 3 min read
Updated: Nov 24
Documentation might not be the most glamorous part of leadership, but I can tell you this—when a server crashes, when an alert shows a weird error code, or when a new hire starts and no one remembers the steps, real documentation saves the day.
As a supervisor, your job isn’t just to do the work. It’s to make sure others can repeat it, fix it, improve it, and not waste time guessing.
This chapter is about how to create a “living, breathing” documentation culture—not one that collects digital dust in a forgotten folder.
Why Most Documentation Fails
It’s too long and full of fluff.
It’s outdated and never reviewed.
It’s written for compliance, not usefulness.
No one knows where to find it.
You’ve seen it. I’ve seen it. It doesn’t help the team—it frustrates them.
Good documentation should:
Solve problems fast
Train new people quickly
Reduce repeated questions
Improve consistency and quality
What Kind of Documentation Should You Have?
Start small. Focus on what helps the team do their job better.
Here’s what I’ve used:
1. SOPs (Standard Operating Procedures) Step-by-step instructions for repeated tasks.
Example: “How to onboard a new vendor in the system.”
2. Troubleshooting Guides
Quick-reference fixes for recurring problems.
Example: “What Error Code 502 means and how to fix it.”
3. Diagrams and Flowcharts
Visuals help people understand systems and handoffs.
Example: A swim lane diagram showing steps between departments.
4. Quick Reference Sheets
One-pagers with links, cheat codes, or logins.
Example: “Who to contact for each type of ticket.”
5. Training Manuals and Cross-Training Checklists
Used to train new team members or fill in during absences.
Example: “Daily duties for the morning shift.”
6. Lessons Learned Logs
Keep track of project hiccups and how you solved them.
Example: “Why the Q3 rollout was delayed and what we changed.”
My Real-World Approach
I’ve worked in environments where logs were the only clue we had to fix something—and where the person who knew the fix was on vacation.
That’s why I keep documentation short, clear, and useful. I include:
What it is
When it’s used
Steps to take
Who to call if stuck
If we update a process, we update the doc. If we hire someone new, I give them the doc and walk them through it. If it’s not useful, we revise it.
I also believe in creating resources like:
Training videos (even YouTube-style)
Cross-training charts
“What to do if…” templates
And we revisit it regularly. At team meetings, I’ll say:
“Has this process changed? If so, let’s update the doc together.”
How to Build a Living Documentation Culture
1. Keep It Simple No one wants to read a 20-page PDF. Use clear headers, bullets, short steps.
2. Involve the Team Ask your experts to help write the first draft. Have them review it every quarter.
3. Make It Easy to Find Use shared drives or tools like Confluence, Notion, or SharePoint. Organize by task, not department.
4. Assign Owners Each doc should have a “doc owner” responsible for updates.
5. Review It Often Set calendar reminders to check documentation at least quarterly—or after major process changes.
What to Avoid
Fluff: Cut out anything that doesn’t help someone take action.
Duplication: Don’t have three versions of the same process.
Hidden files: Docs don’t help if they’re buried in someone’s inbox.
If the doc doesn’t help solve a problem, don’t create it.
Pep Talk for the Overwhelmed Supervisor
Yes, documentation takes time. But it saves so much more time later.
When your best team member is out, you’ll be glad you have it. When something breaks at 2 a.m., your on-call tech will thank you.
Documentation isn’t about covering your back—it’s about empowering your team.
Create tools they’ll actually use. Make them living documents. And treat it like part of your leadership legacy.
What You Can Try Today
Pick one repeated task and write a one-page SOP.
Ask your team what “missing” docs would help them.
Create a Lessons Learned doc for your last project.
Assign doc ownership during your next team meeting.
Schedule quarterly doc reviews on your calendar.
Next Steps
Ready to make documentation a tool instead of a chore? You can start today.
Let’s build resources your team will actually use:
Join our Next Step Coaching to plan your documentation library
Use Neighbor Chat to brainstorm tools and templates
Explore peer groups where leaders share their best SOP tricks
A documented team is a prepared team—and that’s leadership that lasts.
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