ENT SEO <> AM PROCESS (NORAM AM ONLY)

Training slide deck

• Overview

  • This is related to how we will handle all NORAM enterprise SEO audit client delivery / communication moving forward (audits that have been completed and are ready for client review / reachout).

  • These include (but are not limited to) all FHS and non-FHS audit types that already exist, and any future SEO audit types that may get created.

  • Please see this help doc for clarification on the audit types that we offer for both FHS and non-FHS clients.

  • All other aspects of the SEO audit process will remain the same. (i.e. audit requests will continue to get submitted via this form, and all SEO audit types / deliverables will remain the same for the time being.)

  • ENT AMs are now responsible for handling all client communication when it comes to delivering SEO audits to clients (having the FHS PC handle client comm instead is no longer a part of the process).

    • Please note, however, that if an AM will be OOO or needs help with client comm, the ENT SEO PC is available to step in if needed upon specific AM request and will CC AM in all email communication.

  • The SEO PC will be utilizing Close Tasks & AirTable tags to notify AMs that an audit is ready for client delivery / communication.

  • All communication regarding an SEO audit after it has been sent to the client will happen via Slack workflows.

• Close Task Process

  • Once an SEO audit has been completed by the SEO team and is ready for client review, the ENT PC will first create a Close task that will notify the AM the following workday.

  • The expectation is that the AM has 1 workweek to send out the audit once notified via Close task.

  • The PC will change the status of the AirTable card to “ENT AM Close Task” and the AM’s name will also be in the “assigned” field within the AirTable card. Along with receiving a Close task notification, they will now also receive an email notification from AirTable after being assigned to the card & tagged within the comments.

  • Once notified via task, the AM will click the AirTable card linked within the Close Task description.

  • PC Close Task Process

    • Format of task

      • Task Description (copy and paste into field) – “ENT SEO AUDIT READY TO SEND – see notes in AT card (INSERT AIRTABLE CARD URL)”

      • Time – (leave blank)

      • Date – set task for following business day

      • Assign User – client’s designated Account Manager

• AirTable Process

  • The PC will review the audit ahead of time for any edits / errors. AM will collect assets from the AT card based on PC’s instructions left within AT comments.

    • Please note that audit links need to be sent as a link (don’t download the link as a PDF), and attachments need to get downloaded as PDF for client delivery / communication.

  • A project will always have comments that the AM will be tagged in within the AirTable card. PLEASE CHECK AIRTABLE COMMENTS BEFORE SENDING AUDIT TO CLIENT.

  • The PC will leave instructions within the comments regarding:

    • Any highlights / extra takeaways to include within client email / reachout

    • Which audit links to send & which attachments to download from AT card

    • Whether or not the AM needs to ask for client approval to implement audit recs when sending the audit OR if the audit was already implemented (client gave permission beforehand).

  • If you’d like to keep track of all audits that enter the “ENT AM Close Task” status – here is a link to the AirTable view

  • All communication regarding an SEO audit after it has been sent to client will happen via Slack workflows

• Slack workflows (all located in the #fhs_enterprise_project_management slack channel)

  • SEO AUDIT UPDATE – PC only

    • Purpose:

      • PC uses to publicly escalate Close Tasks that aren’t being acted on (audits not being sent after 1 workweek) or projects that are needing feedback / approval, etc.

        • If PC notices Close tasks not being sent after one workweek, PC will escalate via this Slack workflow.

        • PC will also use this workflow to ask about / follow up with an AM on the current project status, if SEO team has questions that need to be answered about a specific audit, etc.

      • SEO PC will also use this workflow to coordinate with onboarding ENT PMs on any project overlap / timelines, etc. in multiple ENT SEO specialists queues

  • AM OOO – SEO Audit Comm Needed – PC only

    • Purpose: PC requesting to have another AM handle client communication when client’s AM is OOO for extended period of time (longer than 3 business days / at the PC’s discretion)

    • Will tag entire team @am-enterprise

  • AM / FHS Onboarding Request to SEO PC

    • Purpose: Facilitate comm with ENT SEO PC

      • AMs to bring PC into convo when they need help with an audit. This includes but is not limited to:

        • Asking for best next steps for a specific audit, guidance on how to handle additional client requests, client questions related to audit, AM received approval to implement audit, general questions, etc.

      • Onboarding to use to coordinate projects between new site queue & SEO audit queue or ask general questions.

    • ENT PC will use an emoji to show that they have seen the request and will comment/reply with an answer within roughly 1 business day.