06 — Communication & Roles
Purpose
This SOP defines communication protocol, roles and responsibilities (client + agency), and revision policy. It ensures clear handoffs, predictable response times, and a fair revision process.
Scope
| Context |
Applies to |
| Client engagement |
All social media engagements |
| Own channels |
Internal roles; see Communication Protocol |
Definitions
| Term |
Definition |
| Primary contact |
Main point of contact for client or internal owner |
| Revision |
One round of feedback and changes to content |
| Round |
Submission → feedback → revised submission |
Context: Client vs Own Channels
| Aspect |
Client engagement |
Own channels |
| Primary contact |
Client Lead (agency) ↔ Client contact |
Internal owner |
| Channel |
Per agreement (Slack, email, etc.) |
Per Communication Protocol |
| Revision policy |
Per below |
Internal; 1–2 rounds |
Communication Protocol
Channels
| Channel |
Use for |
| Email |
Formal updates, approvals, decisions, SOW changes |
| Slack / WhatsApp |
Day-to-day questions, quick confirmations |
| Meetings |
Kickoff, strategy review, monthly check-in |
| Shared drive |
Assets, calendars, approved content |
Response SLAs
| Urgency |
Response time |
| Urgent (blocking) |
4 business hours |
| Routine |
24 business hours |
| Non-urgent |
48 business hours |
Meeting cadence
| Meeting |
Frequency |
Purpose |
| Kickoff |
Once |
Align scope, roles, process |
| Weekly sync |
Weekly (or bi-weekly) |
Status, blockers, next week |
| Monthly review |
Monthly |
Performance, plan, PDCA |
| Quarterly |
Quarterly |
Strategy, pillar mix, scope |
Roles & Responsibilities
Agency (Ganguly Consulting)
| Role |
Responsibility |
| Project Lead |
Owns relationship; scope; timeline; escalation |
| Content Lead |
Creates content; calendar; community (if in scope) |
| Client Lead |
Senior owner; scope changes; conflict resolution |
Client
| Role |
Responsibility |
| Primary contact |
Day-to-day; approvals; feedback |
| Stakeholder |
Final approval on strategy; major decisions |
| Approver |
Signs off on content per 04 Workflow & Approval |
RACI summary
| Deliverable |
Project Lead |
Content Lead |
Client Lead |
Client |
| Day-to-day communication |
R |
R |
I |
R |
| Content creation |
I |
R |
I |
I |
| Content approval |
I |
I |
A |
A |
| Scope change |
R |
C |
A |
A |
| Escalation |
R |
R |
A |
I |
Revision Policy
Included revisions
| Engagement type |
Included rounds |
| Standard |
2 rounds per piece |
| Retainer |
Per SOW (e.g. 2 rounds) |
Per round
- Client provides consolidated feedback within agreed timeframe (e.g. 48 hrs).
- Content Lead addresses all feedback; resubmits.
- Next round starts on resubmission.
Additional revisions
| Scenario |
Action |
| Beyond included rounds |
Change request; additional fee or time |
| New direction |
Treat as new brief; may require new scope |
| Feedback after publish |
Not a revision; note for next piece |
| Preferred |
Avoid |
| Specific, actionable |
"Make it pop" |
| Consolidated |
Fragmented, piecemeal |
| Written |
Verbal only (unless documented) |
Prerequisites
- Primary contact identified on both sides
- Channel and SLAs agreed at kickoff
- Revision policy in SOW
Escalation
| Trigger |
Action |
| SLA breach |
Escalate to Client Lead |
| Revision dispute |
Client Lead + Client stakeholder resolve |
| Scope creep via feedback |
Document; escalate as change request |
Version & Approval
| Field |
Value |
| Last updated |
February 2025 |
| Approver |
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