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:

  • 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 composable content modules. Link them to tasks from either the WI detail view or the task detail view.

Tip: For tasks that both humans and AI agents perform, create both a prose version (for humans) and a structured version (for AI). BFF supports dual-format WIs on the same task.