AGENCY & CLIENT

STANDARD OPERATIONS PROCEDURES (SOP)

YOUR JOURNEY BEGINS NOW!

Introduction:

This document outlines the set of procedures adopted by Joint Media House, to standardize operations, easily manage business processes, and achieve stability and growth without sacrificing or compromising quality.

This easy-to-understand document will ultimately show action points and workflows for performing routine, and business-growing defined tasks and actions such as:

  • Client Onboarding
  • Communication Plan
  • Communication Formats
  • Channeling Of Job Requests
  • Understanding Project Timelines
  • Technology & Tools We Use

Joint Media House is committed in ensuring that only the best practices are followed in providing its services, as it allows to guarantee that consistency, results, quality and maintenance of its desired standards for its services is both properly attained and maintained.

Therefore; it is imperative that both parties adhere to the well-engineered processes outlined in the document in order to ensure client satisfaction, mutual growth and success, with a long-lasting business relationship.

Having a solid onboarding process is the very first step in our business journey.
Therefore; it is our duty to make it as easy and fruitful as possible. Our client onboarding process consists of the following steps conducted during the very first month:

  • Welcome Email with SOP and projects brief/questionnaire template
  • Kick-Off Introductory meeting

*As you are reading through this document, please note that your next step is to schedule a meeting with JMH

  • Sharing of requested briefs/ questionnaires
  • Sharing of branding files
  • Providing access and login details

 

JMH Homework:

OMD Service Only:

▪ Sharing of onboarding timeline
▪ Analyzing and assessing client briefs
▪ Brainstorming and planning sprints with the clients

Any Other Service: (aka, Social Media, Website, Blogging, Advertisement, …)

  • Sharing of initial onboarding timeline
  • Analyzing and assessing client briefs
  • Developing strategy

The Start of Ongoing Processes:

Communication Plan:

How Will We Communicate?

Establishing a well laid communication plan early on is key to maintaining an effective communication workflow and moving in the right direction of achieving great results on project deliveries and completion, and pave the path to achieving effective business goals; while preventing the possibility of mishaps and miscommunications for both parties.

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Email: Emails will always be our primary channel of communication for all things related to sharing of new job requests, feedbacks, memos, proposals, follow-ups etc….

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Zoom/Adam (OMD): All of our scheduled meetings will be conducted over the cloud-based meeting platform Zoom– and are to be planned and agreed upon ahead of time. For meeting management (Only for OMD clients) such as meeting agenda’s, decisions, MOM’s and actions, JMH will be using Adam Software. A meeting agenda will be shared before any meeting to align on all topics to be discussed and not drift away from core topics during meetings. Weekly meetings will be assigned for the duration of one hour, as for any other meeting, time will be assigned based on discussions at hand.

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Asana (OMD): Asana is a project management software that helps the agency and the client follow-up on the tasks assigned to both parties, follow-up on the tasks through KanBan board, give feedbacks and approvals, and centralized all needed information and briefs. Asana will be the main channel of communication for project management.

*It is crucial to always revert back to sharing well-detailed emails for all call or chat conversations whereby job requests, feedback or ideas have been discussed. No job request or feedback will be channeled to our team without receiving a consolidated email for the topic at hand

Who Will You Communicate With?

Acting as the Outsourced Marketing Department; two main points of contact will be available to the client as follows:

Marketer: will be in charge of sharing the marketing plan, following-up and updating the client on its progress and status, and constantly brainstorming with the client to come up with new marketing ideas to be adopted

Scrum Master: will be handling the day-to-day communication with the client to ensure a smooth workflow, share constant updates on job progress and status, follow-up on pending tasks from the client’s side and so on…

Both of the marketer and the Scrum Master will remain in close contact with the client, will be present in all meetings and are to be cc’d in all emails; yet despite this, please note that each is in charge of sharing, receiving and handling different communication content.

Who Will You Communicate With?

  • Weekly Meetings: fixed meeting day and time is to be scheduled with the client upon kick-off 
  • Business Hours: Mondays to Fridays from 9AM to 5PM
  • Response Time: within 24 hours

Communication Formats:

  • Job & feedback requests: pertains to all incoming job and feedback requests from the client
  • Sprint Plans: will be shared on a Bi-monthly basis (every two weeks)
  • Proposals: pertains to all proposals and revised material shared
  • Monthly Reports: reports will be shared within the first week of the next month

It is important to note that all documents mentioned above will be initially shared on the drive in their respective folders; whereby the links are sent out by email with any additional notes that need attention..

Channeling Of Job Requests:

For any job request that is to be sent from the client’s side, it is imperative to take the necessary time to fill in the briefing questionnaires available on the shared drive folder.
Doing so will help JMH obtain a comprehensive brief which in turn will assist in developing precise solutions that answer the client’s goals and objectives for any requested job.
In the case of discussing a specific job request during phone calls, meetings, or through other
communication channels– please ensure that the latter is followed up by a brief request through
email as well. In certain cases, the brief document will be filled by JMH marketing team in close consultation with the client – whereby the written brief will be shared with the client for final written approval to get the go-ahead on the job.

It is important to keep in mind that it is standard agency practice that no job request be in effect until an official written approval is received from the client’s side. Therefore; we highly advise you to review every brief thoroughly before sharing the final written approval, as changes in brief that may occur during the job’s process will incur delays in delivery.
We totally understand that it may require some additional time from your end to write solid, thorough and well-thought-out briefs – however; they are essential to help ensure the deliverables you receive align with your expectations and business needs. Not to mention, it will also make the whole process smoother and more efficient, and most likely save us time occurring from client-agency conflicts due to communication mishaps, or delivery of material deemed irrelevant to the objectives
at hand.

Channeling Of Job Requests:

  • In order to provide timely and efficient content for social media platforms, it is requested from the client to fill in a template brief in order for JMH to proceed with content development and design accordingly.
  • Briefing requirements will depend on the approved upon SM action plan which is shared at the very start of our business collaboration.
  • It is key to receive the SM brief before the 15th of every month as to have ample time to develop the content, propose it, revise needed changes, and proceed with scheduling and posting.

Understanding Project
Timelines/Action Plans/Sprints:

Project timelines will be developed as action plans and shared yearly and quarterly as the
project progresses.
Simply put, these timelines or action plans will provide a clear understanding of all projects in
the pipeline at a total glance – composed of a series of sprints, each with its respective due date
and duration.
JMH’s purpose is to start giving results to its clients as soon as the project begins. Based on the
scrum framework that JMH is implementing in its project management operation, sprints will
occur during the process to speed up the project implementation in a transparent way so that
the client will understand well the status of each task and the way it is executed.

Sprint:

Sprint is the most crucial part of the Agile Scrum framework implemented at JMH that helps
both the agency and the client plan and execute the marketing efforts transparently. It is
essential to notice that every sprint consists of a two-week time interval.

Sprint Planning:

Based on recurrent marketing discussions with the client, JMH will plan the sprints and brief the client about it by the official communication channels. Noting that JMH will plan the sprints tasks based on the team’s capacity (in case of the Growth OMD Package) or on the scope of work of any shared OMD service (Starter & Scaling) or service-based projects (Social Media, SEO, Blogging, Design, Web-Development …) as JMH sees fit.

For OMD services, a column (Backlog) on Asana’s Kanban board will be dedicated to any task/idea that the client and/or JMH wants to add for future sprints, where a detailed brief has to be written inside the card, in the description section.

Sprint Plan review/approval:

All sprints will be shared for review and written approval (through email) before kick-off with any implementation. Should any additional requests need implementation during that sprint, they must be shared with JMH ahead of time and at the earliest possible to draw them out within the sprint. If, however, for any reason, the client doesn’t respond within 48 hours then the sprint will be considered approved and in effect.

Note that once the approval on any sprint has been given and the sprint has been locked, no modification must be made during the execution of the sprint (No additional task, no change in brief).

 

Sprint Tasks approval:

During the sprint, for the OMD services, any finished task will be moved to the in-review column of Asana’s KanBan board, and the client will be mentioned to review it, give feedback, or approve the job. The approval/feedback should be provided by the client through Asana, in the comment section of the respective Cart, or by replying to the respective email if the job was delivered through email.

For any service other than the OMD, an email will be sent to the client with the result, and the client should give the approval/feedback by replying to the respective email.

Note: The client should give all feedbacks/approvals within 24-48 hours; otherwise, if any delay happens from the client’s side, JMH won’t be liable for any delay in delivering the jobs of the sprint or delay in delivering the whole sprint.


These sprints will serve as a guide to both parties – by providing a detailed course of actions
that must be taken for every task/job at hand with their respective timeline; which in turn will
allow both parties to communicate critical tasks and priorities, keep track of progress, deadlines
and responsibilities, and help identify delays (if any) and accordingly provide proactive solutions
to last-minute urgent jobs.

Both parties must ensure to commit to the given timelines and deliveries strictly. In the case of
delays from the client’s end, please be informed that latency to respond/take action will,
unfortunately, incur delays from JMH’s end as well.

Technology & Tools We Use:

JMH adopts a number of technologies and tools to simplify processes as much as possible with the clients. The list of tools being used are as follows:

An online content sharing platform where JMH will be sharing the monthly social media content calendars. Every month a new “View Link” will be shared.

A cloud-based file sharing platform, where both the client and JMH will be exchanging files, proposals, action plans, MOMs and so on…

The cloud-based meeting platform whereby all meetings will be conducted. Adam will be used for meeting management such as meeting agenda’s, decisions, MOM’s and actions.

The primary form of communication for sharing of job requests, feedback, proposals, MOMs and so forth. Initial files will be shared on Google Drive; whereby emails will include introductions and explanations when needed with the files Google Drive respective links

The main project management tool to help OMD clients follow-up on their jobs and deliverables with JMH and be aware of the project’s progress. It will be considered an official communication channel as well for briefs, feedbacks and approvals,

IMPORTANT NOTICE:

Please be noted that JMH will always ensure to provide the best well thought-out solutions to the client at all times. Having said that; it is our duty to be up front and consult the client that certain requested changes to action plans, content, visuals, proposals etc… may lead to failure in achieving intended results. In the case whereby the client insists on proceeding with requested changes,while disregarding JMH’s proposal and suggestions, it is imperative to note that JMH will not be held responsible for the lack of intended results.

*Last updated: 7 - 4 - 2021

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