What Are Work Instructions?

While SOPs define the “why” (policies and standards), Work Instructions define the “how” — the detailed, step-by-step execution guide for completing a task.

Prose Mode vs. Structured Mode

BFF supports dual-format Work Instructions — a single document that can hold both modes:

  • Prose mode — Human-readable narrative format (this article)
  • Structured mode — Machine-readable steps for AI agents

Creating a Prose Work Instruction

  1. Navigate to Work Instructions in the sidebar
  2. Click ”+ New Work Instruction”
  3. Enter a title (e.g., “How to Process Client Invoices”)
  4. Select Prose mode
  5. Write your instructions using the rich text editor
  6. Save and publish

Writing Effective Prose Instructions

Structure

  • Start with an overview — what this instruction covers
  • Break into numbered steps — one action per step
  • Include expected outcomes — what should happen after each step
  • Add troubleshooting — common issues and how to resolve them

Best Practices

  • Use clear, direct language — “Click the Submit button” not “You may want to consider clicking Submit”
  • Include screenshots or references where helpful
  • Keep steps atomic — one action per step
  • Add decision points — “If X happens, do Y. If Z happens, do W.”

Linking to Tasks

Work Instructions, like SOPs, are independent, reusable documents. Link them to tasks from the WI detail view or from the Linked Content section of the task detail view.

Tip: For tasks that both humans and AI agents perform, you don’t need two documents — add a structured mode to the same Work Instruction. One dual-format WI serves humans (prose) and AI agents (structured) side by side.