08 — Governance
Purpose
This SOP defines confidentiality, data access, escalation, and conflict resolution. It ensures clear boundaries, secure handling of client data, and a predictable path when issues arise.
Scope
| Context |
Applies to |
| Client engagement |
All engagements |
| Own channels |
Internal data; internal escalation |
Definitions
| Term |
Definition |
| Confidential |
Not to be shared outside the engagement without consent |
| Escalation |
Raising an issue to the next decision level |
| Conflict |
Disagreement that blocks progress; requires resolution |
Confidentiality & Data Access
What is confidential
| Category |
Examples |
| Client data |
Logins, analytics, strategy, content, performance |
| Internal |
Pricing, proposals, internal processes |
| Third-party |
Influencer contracts, vendor terms |
Rules
| Rule |
Action |
| Need-to-know |
Access only for those doing the work |
| Secure storage |
Shared drive with proper permissions; no local-only |
| No sharing |
Do not share credentials, reports, or strategy outside engagement |
| Offboarding |
Revoke access when engagement ends |
Data retention
| Data |
Retention |
| Content & assets |
Per SOW or 12 months after engagement |
| Performance data |
24 months (or per client agreement) |
| Contracts & SOWs |
7 years |
Escalation & Conflict Resolution
Escalation matrix
Per Frameworks & Principles:
| 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 |
Triggers by category
| Category |
Examples |
Tier |
| Routine |
Typo, minor feedback, scheduling |
1 |
| Operational |
Missed deadline, unclear brief, slow feedback |
2 |
| Strategic |
Scope conflict, revision dispute, differing direction |
3 |
| Governance |
Contract breach, legal, ethical, termination |
4 |
Escalation procedure
- Attempt local resolution — Process owner addresses at Tier 1.
- Document — Note what was tried; outcome; why escalation is needed.
- Escalate — Contact Tier 2 owner with context.
- No parallel — One path; no silent or duplicate escalations.
- Lessons learned — Post-resolution; update SOP if needed.
Conflict resolution
| Step |
Action |
| 1 |
Identify: scope, feedback, or strategic disagreement |
| 2 |
Client Lead + Client stakeholder meet; document positions |
| 3 |
Seek compromise or clear decision; document outcome |
| 4 |
If unresolved, escalate to Tier 3 |
| 5 |
Update process or SOW if needed |
Crisis / PR
| Scenario |
Action |
| Viral negative comment/post |
Escalate to Client Lead immediately; do not respond without approval |
| Brand safety issue |
Pause activity if needed; escalate to Tier 3 |
| Legal / compliance |
Escalate immediately; do not resolve internally |
Roles & Responsibilities (RACI)
| Deliverable |
Project Lead |
Content Lead |
Client Lead |
| Maintain confidentiality |
R |
R |
A |
| Escalation (Tier 2) |
R |
R |
A |
| Conflict resolution |
R |
C |
A |
| Data access control |
R |
R |
A |
Version & Approval
| Field |
Value |
| Last updated |
February 2025 |
| Approver |
— |