The symptom
The real work does not follow the procedure. People go through a message, a file, or a check of their own to get to the result.
The signal
The shortcut everyone takes is the real process. Look at it before you restate the rule.
What’s going on
When everyone works around a step, the written procedure no longer describes the work. Restating the rule will change nothing: the shortcut exists because it solves something.
Requests arrive by direct message rather than through the intended form. The form is hard to open on a phone. The message works, but leaves out information the next person needs. Both facts count.
Two possible answers: bring the procedure in line with the shortcut, or fix the shortcut. Often it is a bit of both: a form that works on a phone, or a standard message that carries the missing information.
Ask people why they work around it, without looking for someone to blame. They will tell you what the procedure misses.
Check this
Take a recent case and compare the intended steps to the real ones. Note what each produces, and for whom.
Propose a change with the people who do the work and the people who depend on it. Try it, then update the procedure so it describes what really happens.
To discuss
Which shortcut do we all take that the procedure does not know about?