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Social Media Operations SOP

To establish clear roles, posting requirements, escalation procedures, and reporting standards for firm social media activity while ensuring responsibilities are aligned with each role.

Platforms Covered

  • Facebook

  • Instagram

  • TikTok

Roles and Responsibilities

Bridget

Operational Awareness. Bridget is included on the weekly social media summary email for awareness and operational visibility only and does not require response or action unless specifically requested. Day to day execution, content decisions, approvals, and escalation are owned by Jenny, with legal matters directed to Kathy.

Cambria

Responsible for posting, monitoring, and reporting social media content across platforms. Cambria’s role focuses on scheduling, publishing approved content, monitoring engagement, and completing weekly reporting. TikTok video creation is handled separately to allow Cambria to focus on execution and consistency. Cambria does not coordinate directly with Catelyn.

Catelyn

Responsible for creating TikTok video content. Catelyn will create two TikTok videos per week and submit them to Jenny for review and approval. Catelyn does not post content and does not coordinate with Cambria.

Jenny

Provides marketing oversight, reviews and approves TikTok content, and manages brand, tone, and reputation matters. Jenny provides posting direction to Cambria and coordinates with Kathy as needed for legal review.

  • Jenny to provide a Catelyn and Cambria direction each month with a social media content calendar that provides both strategy and flexible spots for team creativity / input

  • Jenny will oversee Task completion of these items via Hubspot and report monthly to Bridget and Kathy on it for accountability oversight 

Kathy

Provides legal oversight and responds to legal questions, client specific inquiries, and attorney related matters.

Content Volume Requirements

Facebook: 2 to 3 posts per week
Instagram: 3 posts per week
TikTok: 2 posts per week


*All TikTok content is created by Catelyn and must be approved by Jenny prior to posting.

Posting Rules

  1. Do not post the same content across platforms on the same day

  2. Do not reuse identical captions across platforms

  3. Space posts at least 24 hours apart per platform

 

Platform Standards

Facebook content must be educational and informational only and must not include legal advice or case specific information.

Instagram content must align with firm branding and maintain an approachable, professional tone.

TikTok videos must be approved by Jenny prior to posting and use short, conversational captions.

Engagement Monitoring and Escalation

Cambria monitors comments and messages daily.

Escalate to Jenny

• Negative comments
• Brand or tone concerns
• Spam or inappropriate content

Escalate to Kathy

• Legal questions
• Client specific inquiries
• Requests for legal advice
• Case related comments
• Anything requiring attorney input

Weekly Reporting

Cambria must send a weekly report by Friday at 12:00 pm including links to all posts and a brief engagement summary, including any escalations. Bridget is included for operational visibility only.

Compliance

Failure to complete posting or reporting requirements may result in reassignment of duties or performance review action.