At SEC Marketing Group, we value “Deep Work.” Constant pings from Slack or Discord are the enemies of the focus required to move the needle on SEO. We’ve intentionally stripped back our communication to three channels: Email, Text, and Phone.
By following this hierarchy, we ensure that “urgent” actually means urgent, and that our best work happens without the distraction of a never-ending chat bubble.
The SEC Urgency Matrix
To keep our operations smooth, match the medium to the message. If you use a high-severity channel for a low-severity issue, you disrupt the workflow. If you use a low-severity channel for an emergency, the “house might burn down” before we see it.
| Channel | Severity Level | Typical Response Expectation | Use Case Examples |
| Low / Normal | 4–24 Hours | Monthly reports, strategy ideas, non-urgent client requests, internal updates. | |
| Text | Medium / High | 30–60 Minutes | Time-sensitive questions, “Quick check” on a task, alerting a lead to an incoming client call. |
| Phone Call | Critical | Immediate | Site-wide crashes (404s/Server errors), client PR crises, “Drop everything” emergencies. |
1. Email: The Archive of Record
Email is our default. If it isn’t written in an email, it didn’t happen. This allows us to search history, track project progress, and keep a clear paper trail for our 15+ clients.
- Rule of Thumb: If it requires more than three sentences or needs a file attachment, it’s an email.
- Pro Tip: Use clear subject lines (e.g.,
[CLIENT NAME] - [TOPIC] - [ACTION REQUIRED]) to help your teammates prioritize their inbox.
2. Text: The Fast Lane
Texting is for “bridge” communication. It’s for when you need a quick “yes/no” or need to nudge someone to check a high-priority email.
- The Golden Rule of Texting: Respect the “Off” hours. Unless it is truly a High/Critical issue, avoid texting teammates before 8:00 AM or after 6:00 PM.
- Keep it Brief: If the text thread starts looking like a novel, move it to Email.
3. Phone: The Red Phone
In the world of SEO, true emergencies are rare—but when they happen, we don’t wait for an inbox refresh.
- When to Call: If a client’s site is down, if a major algorithm update just wiped out 50% of a client’s traffic, or if you are dealing with a sensitive human issue that “tone” cannot convey via text.
- The “Missed Call” Protocol: If you receive a call from a teammate, it is because they genuinely need you. If you miss it, call back as soon as you are physically able.
Why we do this
We don’t use Slack because we trust you to manage your time. By using these three channels, we protect your ability to get into “the zone.” We trade the illusion of speed (instant messaging) for the reality of impact (focused execution).
Note: Always assume your teammates are working hard for our clients. If they don’t reply to an email within the hour, it’s because they are “miles deep” in a project. Trust the system.