Communication Protocol
Purpose
This SOP defines internal and client communication channels, response SLAs, and escalation. It ensures predictable response times and clear channel discipline.
Scope
| Context |
Applies to |
| Internal |
Team communication |
| Client |
Client-facing communication |
Definitions
| Term |
Definition |
| Channel |
Medium: Slack, email, meeting |
| SLA |
Service level agreement; response time |
| Single source of truth |
One place for status, decisions, handoffs |
Channel Discipline
| Channel |
Use for |
| Slack / WhatsApp |
Quick questions, confirmations, non-sensitive |
| Email |
Formal updates, approvals, decisions, SOW changes |
| Meetings |
Kickoff, strategy, alignment, difficult conversations |
| Shared drive |
Documents, assets, single source of truth |
Rules
- No duplicate or conflicting status in multiple places.
- Sensitive or formal decisions in email.
- Meetings have agenda, owner, and outcome.
Response SLAs
| Urgency |
Response time |
| Urgent (blocking) |
4 business hours |
| Routine |
24 business hours |
| Non-urgent |
48 business hours |
By channel
| Channel |
Expected response |
| Slack |
Same day for routine |
| Email |
Within SLA |
| Meeting request |
Within 24 hrs |
Meeting Hygiene
| Element |
Action |
| Agenda |
Shared before meeting |
| Owner |
One person runs it |
| Outcome |
Decision or next steps documented |
| No-meeting blocks |
Protect time for deep work |
Internal Communication
| Need |
Channel |
| Day-to-day |
Slack |
| Project status |
Shared doc or weekly update |
| Decisions |
Email or documented in Slack |
| Escalation |
Per Frameworks & Principles |
Client Communication
| Need |
Channel |
| Day-to-day |
Per agreement (Slack, email) |
| Formal decisions |
Email |
| Reports |
Shared drive + email link |
| Escalation |
Client Lead; per escalation matrix |
Roles & Responsibilities (RACI)
| Deliverable |
Project Lead |
Team |
| Own client channel |
R |
I |
| Respond within SLA |
R |
R |
| Escalate when needed |
R |
R |
Version & Approval
| Field |
Value |
| Last updated |
February 2025 |
| Approver |
— |