Frameworks & Principles
Master reference for roles, decision rights, escalation, and continuous improvement. All SOPs embed or reference these frameworks.
Purpose
This document provides a single source of truth for how we assign responsibility, make decisions, escalate issues, and improve processes. Use it when creating or updating any SOP.
1. RACI / RASCI Matrix
Purpose: Clarify who does what on cross-functional work. Use roles (Client Lead, Content Lead, etc.), not individual names.
| Role |
Meaning |
When to use |
| Responsible |
Does the work |
At least one per task |
| Accountable |
Owns outcome; single approver; signs off |
Exactly one per task |
| Support |
Hands-on help (RASCI only) |
Optional; distinct from Consulted |
| Consulted |
Two-way input before decision |
SMEs, stakeholders with expertise |
| Informed |
One-way update after work is done |
Status recipients |
Rules
- One A per row. No shared accountability for a single deliverable.
- Minimize C and I. Too many consult/inform slows cycles.
- Use roles, not names. Keeps SOPs usable when people change.
- Socialize and resolve conflicts. If two As appear, fix before publishing.
Example (Content Approval)
| Deliverable |
Content Lead |
Client Lead |
Client Stakeholder |
| Draft content |
R |
C |
I |
| Final approval |
C |
A |
I |
| Published post |
R |
I |
I |
2. Decision Rights (RAPID / DACI)
Purpose: For decisions (not just tasks), assign explicit decision authority. Use when scope, budget, or strategy is at stake.
| RAPID |
DACI |
Meaning |
| Recommend |
Driver |
Proposes; runs analysis; drafts recommendation |
| Agree |
Approver |
Must agree before execution |
| Perform |
Contributor |
Provides input |
| Input |
Informed |
Receives update |
| Decide |
(merged) |
Final decision-maker |
When to use
- Scope changes
- Budget variances
- Strategic pivots
- Vendor selection
- Platform or channel additions
Example (Scope Change)
| Decision |
Recommend |
Agree |
Perform |
Input |
Decide |
| Add new platform |
Project Lead |
Client Lead |
Content Lead |
— |
Client Lead |
3. Escalation Matrix
Purpose: Tiered, time-boxed escalation so issues don’t stall. Attempt local resolution first; document prior attempts.
| Tier |
Owner |
Triggers |
Response window |
| 1 |
Process owner |
Routine issue |
Self-resolve; log if recurring |
| 2 |
Project lead / Account owner |
SLA breach, client dissatisfaction, minor scope creep |
24–48 hours |
| 3 |
Leadership |
Major scope change, conflict, ethical/compliance |
48–72 hours |
| 4 |
Steering / Partner |
Contract change, termination, legal |
As defined |
Rules
| Rule |
Action |
| Local first |
Attempt resolution at Tier 1 before escalating |
| Document |
Record prior attempts and context before escalating |
| No parallel |
One escalation path; no silent or duplicate escalations |
| Lessons learned |
Post-resolution review; update SOP if needed |
4. PDCA for Optimization
Purpose: Continuous improvement cycle. Apply to content performance, process efficiency, and client satisfaction.
| Phase |
Action |
| Plan |
Define objective, hypothesis, metrics, and plan |
| Do |
Execute; collect data |
| Check |
Compare results to plan; identify gaps |
| Act |
Standardize improvements; adjust SOP |
Example (Content Review)
- Plan: Reduce CAC by 15% in Q2; hypothesis: shift pillar mix from 30% to 40% educational.
- Do: Execute new mix for 4 weeks; track CAC by channel.
- Check: CAC down 12%; educational content outperformed on saves.
- Act: Update content pillar mix in SOP; document new baseline.
5. Communication Principles
| Principle |
Meaning |
| Single source of truth |
One place for status, decisions, handoffs. No duplicate or conflicting reports. |
| Channel discipline |
Slack for rapid; email for formal; meetings for alignment. |
| Response SLAs |
Define by channel and urgency (e.g. urgent: 4 hrs; routine: 24 hrs). |
| Meeting hygiene |
Agenda, owner, outcome; no-meeting blocks for deep work. |
Version & Approval
| Field |
Value |
| Last updated |
February 2025 |
| Approver |
— |