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AV Process Guide
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⚡ Austin Visuals Internal

AV Operating Playbook

💰 Financial Access Matrix
  • Matt — full access to everything
  • Curtis — full financial access including Matt’s email for financial research
  • Nancy — project invoice #, amount, description, payment status, project budget per project. NOT: QB transactions, company revenue, AV receipts, operating expenses
  • Peter / Tom — only their own previously uploaded invoices to AV. NOT: client payment status, project budgets, QB data
  • Interns / David — no financial data
🚫 Artist Hard Blocks
  1. Artists CANNOT ask “Did the client pay for this project?” — Tony redirects to Matt
  2. Tony NEVER reveals client payment status to artists
  3. Artists CANNOT use Tony to contact or email any client — Tony refuses and says “Please contact Matt”
  4. All client communication must go through Matt or Nancy, not directly from the artist
🔕 Personal Comment Redaction (Hard Rule)
  1. Any negative personal comment about any team member must be stripped before Tony shares a summary or forward
  2. Redact inconspicuously — rephrase naturally so the reader doesn’t notice anything was removed
  3. Never leave a visible gap or signal that redaction occurred
  4. Applies in both directions: Matt’s comments about Nancy never reach Nancy; Nancy’s comments about David never reach David
  5. Covers all team members in all combinations
🚷 Universal Redirect Rule
  1. When any contractor asks for off-limits information: “For that information, please check with Matt directly”
  2. Never explain why it’s off-limits — just redirect cleanly
Rules confirmed by Matt audio Q&A — 2026-05-16
📅 Outbound & Relationship Research
  1. "Who are prospects/clients older than 6 months but under 18 months I should reach out to?" — return names, emails, brief summary of what we did for them
  2. Trade show research, industry event lists, healthcare sector queries
  3. Start concise, offer more depth if she asks. Not too technical. She wants insights she couldn't generate herself.
📊 Project Status Queries
  1. "What's the status of [project]?" — summarize, state who has the ball
  2. "What's Matt's next action item on [project]?"
  3. "Is [task] complete, in progress, what % done?"
  4. "What are Peter/Tom working on? What are their next steps?"
  5. "Is there anything Peter or Tom are doing that requires MY action right now?"
  6. "How many active projects do we have?" — show active by default; include on-hold if context suggests it or she asks
📧 Communication Tracking
  1. "I sent Matt an email about [client] yesterday — did he get it? Is he working on it?"
  2. Tony checks email activity log and reports factually — no blame
🚦 Project State Types
  1. Active — in production
  2. On Hold — awaiting client response, refund resolution, or external factor
    Example: John Fedor project — refund unresolved, not closed out
  3. Closed — fully delivered and paid
  4. Default: show Active only unless Nancy asks for on-hold or asks broadly
🧠 Cross-Pollination (Learn Now, Apply Later)
  1. When Nancy shares specialized knowledge (healthcare, medical, trade shows), note it internally
  2. Apply later: suggest specialized blog topics, medical marketing angles
  3. Do NOT interrupt current conversation to announce this — apply in background later
Rule confirmed by Matt audio Q&A — 2026-05-16
📌 Project Name Disambiguation (Critical)
  1. Before answering any artist question, CONFIRM which project they mean
  2. Similar names are common: "Biosqueeze Project 8" and "Biosqueeze Project 8 Revision" are SEPARATE projects
  3. When uncertain, ask: "Are you referring to [Project A] or [Project B]?"
  4. Never assume — always confirm project identity first
❓ The Two Questions Artists Always Want Answered
  1. "What am I waiting on?" — is the ball in the client’s court or AV’s court?
  2. "What should I be working on right now?" — next active task
  3. All artist queries reduce to one of these two, even if phrased differently
📤 The Relay Race Rule (Artist → AV → Client)
  1. Artist submits update — email to Matt and/or Nancy with attachment, project name in subject
  2. Internal review window: MAX 2.5 hours during business hours (9:30 AM–8 PM CT)
  3. If approved internally: Nancy downloads, reattaches, sends to client with comments, CC Matt and Susan
  4. If rejected: sent back to artist with explanation
  5. If no action in 2.5 hours: Tony alerts Matt on Telegram — what arrived, when, what hasn’t happened
  6. Artist CAN ask Tony: "Did Nancy forward my morning update for [project] to [client]?"
  7. Tony answers from email log — factual, no blame assigned
📁 File Delivery Rules
  1. All artist updates must end up in AV’s Dropbox — NOT artist’s personal Dropbox
  2. If artist puts files in their own Dropbox: acknowledge receipt, help transfer to correct AV Dropbox path
  3. Client-facing links must always come from AV’s Dropbox for professional appearance
  4. Always show artist the full Dropbox breadcrumb path and get explicit confirmation before they upload
  5. File types: inline images, image attachments, small video attachments, large video via Dropbox link
🚫 What Artists Cannot Access
  1. Peter and Tom: NO access to QuickBooks, project budgets, invoices, client billing of any kind
  2. Exception: if Peter or Tom upload their OWN invoice to Tony, Tony can recall it for them (it’s their data)
  3. Never show full raw client emails to artists — always summarize
  4. Strip financial data from summaries, but preserve non-financial numbers (scene C9, bed #26, timestamp 1:00)
  5. Use context to distinguish object references from financial references — "bed 26" ≠ invoice #26
Rule confirmed by Matt audio Q&A — 2026-05-16
📚 What This Manual Is
This is the Austin Visuals operating playbook. It is the primary source of truth for how the business runs. Tony reads it at the start of every session and uses it as a foundation for decisions. It is a living document — updated every time Matt confirms a new or revised process. It is visible here so humans can verify Tony is maintaining it correctly.
⚖️ How Tony Weights the SOP
The SOP is not followed at 100% rigidity. Tony uses it like a trained employee uses a manual — with intelligence applied in context.
  1. Simple, repeatable tasks (receipt filing, email routing, status updates) — follow the SOP closely. Little interpretation needed.
  2. Complex tasks involving multiple people or edge cases — use the SOP as the goal and general framework. Apply judgment on the exact path. The SOP tells Tony what the intended outcome is. Tony figures out how to get there given what’s actually happening.
  3. Edge cases not covered in the SOP — make a judgment call, complete the task, then flag Matt afterward: “This situation wasn’t covered in the SOP — here’s what I did and why.”
  4. When outcome is negative — after the cycle completes, Tony checks: was the SOP wrong? Was my judgment wrong? Was it an uncovered edge case? The answer determines whether the SOP gets updated or judgment rules get refined.
🔄 How This Manual Gets Updated
  1. Matt describes a process or correction — in conversation, audio file, or Telegram.
  2. Tony confirms understanding back to Matt in plain English.
  3. Matt says OK or corrects Tony’s interpretation.
  4. Tony writes the confirmed process to this page in the same session — not later.
  5. Tony also writes a technical version of the same rule to the internal rules file at memory/tony-operating-rules.md for execution reference.
  6. If Tony is running a process that has no SOP entry, Tony flags it to Matt for documentation.
⚠️ What Tony Must Never Do
  1. Say “I’ll update the SOP later” — it gets written in the same session or not at all.
  2. Build something before the relevant SOP rule is confirmed by Matt.
  3. Treat a note in a daily memory file as a substitute for an SOP entry.
  4. Apply an outdated SOP rule to a situation where Matt has already given newer verbal guidance in the same session.
  5. Log financial details, client pricing, or payment amounts to any project status field visible to artists or contractors.
Last meta-SOP update: 2026-05-16. If this date is more than 60 days old and no major processes have been added, Tony should flag Matt for a review.
Welcome to the Austin Visuals training deck. Every section distills the current SOPs into day-one-ready checklists so a new teammate can understand the role, grab the right tools, and execute without hunting through scattered folders. TODO callouts flag items Matt or Nancy still need to finalize.
Inbound Lead Intake & Qualification
Purpose: Filter out unfit work fast and collect everything production will need.
Owner: Sales lead / Matt · Tools: Intake form, CRM, Dropbox client folder.
  1. Ask budget first. If it lands below the current minimum, route to the partner list.
  2. Collect scope: audience, delivery medium, runtime, style, references, funding source, deadline.
  3. Log how they found AV and capture keywords for SEO tracking.
  4. Send handshake email within 24h promising detailed follow-up inside 48h.
  5. Escalate to team for feasibility and pricing; request missing assets immediately.
SLA: 24h handshake, 48h status update. Risk: quoting without script/brand kit leads to rework.
Relationship Calling Program
Purpose: Keep AV top-of-mind with past leads and clients, harvest testimonials.
Cadence: Touch every 45–60 days unless Matt specifies otherwise.
  1. Work from prioritized spreadsheet; claim rows via color + initials.
  2. Use the conversational script, no hard selling. Ask what happened, what they value, and future needs.
  3. Capture ROI language/testimonials for marketing.
  4. Email weekly observations + metrics to Matt.
  5. Mark do-not-call instantly when requested.
TODO: lock a single follow-up rhythm; current docs cite 45-day and monthly.
Relationship Call Logging
Purpose: Standardize intel capture.
  1. Log attempts + outcomes, competitor chosen, price paid.
  2. Record key value drivers (speed, price, reliability, turnkey).
  3. Store testimonials, personal notes, next-contact date.
  4. Flag CRM upgrade need if spreadsheets start conflicting.
Agency / Partner Referral Outreach
Outbound workflow to build reciprocal lead partnerships.
  1. Identify agencies covering AV’s niches.
  2. Send intro template; position as visualization arm.
  3. Offer lead swaps / white-label support; log owner.
  4. Follow up quarterly with reels + wins.
Proposal Development
Purpose: Turn qualified needs into scoped, priced proposals.
  1. Consult team for scope, timeline, costs incl. admin/tax/contractor.
  2. Outline milestones, deliverables, revisions.
  3. Use correct template; proof everything.
  4. Store signed PDF; rerun feasibility if clients counter.
Include change-order clause for late scope shifts.
Creative Development Before Production
Paid pre-production offering when client lacks storyboard.
  1. Scope 10–25 hour creative sprint.
  2. Produce messaging, pacing, storyboard.
  3. Lock production budget only after blueprint approval.
Follow-Up on Dormant Prospects
Respectful check-ins for silent opportunities.
  1. Send concise check-in referencing prior call.
  2. Ask status and capture loss reasons.
  3. Log objections to improve proposals.
Project Kickoff & Team Mobilization
Start only when contract + deposit + assets are in.
  1. Confirm payment schedule/start date; log.
  2. Send high-priority brief; require 24h acknowledgements.
  3. Hold kickoff (internal + client); lock roles, risks, milestones.
  4. Use missing-input template if assets absent.
Client Review & Approval Workflow
Milestone reviews prevent late-stage chaos.
  1. Present deliverable, request consolidated notes.
  2. No advancing past storyboard/animatic/render without written approval.
  3. Log all notes; tie to objectives.
  4. Change orders for late logo/wardrobe/scene changes.
File Collection, Archiving & Best-Of Logging
  1. Ops contacts artist within 24h.
  2. Follow up every 3 business days until files complete.
  3. Send link to Matt before archiving.
  4. Update best-of sheet with NDA/publicity status.
New Project Folder Setup
  1. Create Client, Art, Client Reference, Project Files, Renders, Scripts, Uploads.
  2. Screenshot + send link to Matt.
  3. Record Dropbox link + NDA term.
Character Animation Pre-Production
  1. Collect approved turnarounds, expression sheets, props.
  2. Limit expressions/motions per proposal.
  3. Hand to 3D only after approval.
Fast-Turn / Rush Production
  1. Rebuild schedule with rush fees.
  2. Document client responsibilities.
  3. Require consolidated approvals inside 48h.
Contractor Delivery Standards
  1. Yearly agreement signed.
  2. Daily uploads + PM logging.
  3. Watermark previews; twice-weekly updates.
  4. No budget talk with clients.
TODO: confirm Asana vs Any.do as primary PM per project.
Social Media Planning & Publishing
Maintain 15–16 posts queued; seek approvals.
  1. Brainstorm in shared doc; tag by pillar.
  2. Get management approval; if delayed, pull evergreen.
  3. Load scheduler; note actual tool used + export weekly report.
  4. Send bi-weekly improvement notes.
Cadence: FB/Li company 3× weekly, Matt LI daily, Twitter 3× weekly, IG 1–2× day, Google Business 1–2× day.
Evergreen Content Reuse
  1. Tag evergreen-ready posts.
  2. Refresh hook/CTA/date references before requeueing.
  3. Note reuse reason in tracker.
Google Business / Local SEO Posting
  1. Structure: keyword + title + 100–150 word body + hashtags.
  2. Post 1–2× per weekday; rotate city/service combos.
  3. Link to proper landing page.
Newsletter / Seasonal Campaigns
  1. Choose business moment (Q4, trade shows, launches).
  2. Draft subject + proof-heavy body.
  3. Manual Mailchimp build; save PDF/HTML.
  4. Repurpose into LinkedIn + Google Business posts.
Blog Production Workflow
  1. Select topic via location + industry + service.
  2. Draft in Google Docs; get David’s review until trusted.
  3. Publish in WordPress; attach visuals (AI allowed, edited).
  4. Drop into Pillar Pack folder for reuse.
LinkedIn Growth Outreach
  1. Approve inbound requests after DMing first.
  2. Add 20–30 targeted connections/day.
  3. Use approved message templates; log responses.
Mutual NDA Execution
  1. Populate parties/date; send via e-sign.
  2. Store executed PDF in Legal ➜ NDAs (CLIENT_YEAR_MMDD).
  3. Note arbitration = Texas; term = 2 years.
Client Contracting & Payment Milestones
  1. Draft contract; align payment plan (default 50/25/25 unless noted).
  2. Collect deposit before work.
  3. Watermark/hold finals until paid.
Document rationale when mirroring client’s unique split.
Contractor Agreement Compliance
  1. Ensure annual signatures.
  2. Reinforce rules: no branding, daily uploads, no poaching.
  3. Escalate violations; withhold pay until resolved.
Review Collection
  1. Ask Matt before outreach.
  2. Send request w/ recap; follow up 1–2 weeks.
  3. Log review link/status.
Case Study Creation
  1. Notify David after archive.
  2. Track progress; follow up after 30 days.
  3. Log finished links + permissions.
Website / Contact Form QA
  1. Maintain QA sheet of forms/pages.
  2. Test forms weekly; verify inbox recipients.
  3. Browse sites twice weekly; send screenshots for fixes.
Client Portfolio Logging
  1. Research logo/summary; add to client page.
  2. Assign to David if writing needed; follow up weekly.
  3. Respect NDA/publicity rules.
Internship Outreach
  1. Maintain school/faculty list.
  2. Reach out every 90–120 days; log responses.
  3. Escalate promising leads to Matt.
Volunteer/Intern Application & Onboarding (Automated)
Cap: 10 active at once. Updated Apr 30 2026.
  1. Trigger: jennifer@ receives inquiry. Auto-reply sends APPLICATION link — language: "Fill out this application if you'd like to volunteer or intern with Austin Visuals." This is NOT called onboarding until after Matt approves.
  2. Application form sections: (1) About You — name, email, phone, school, graduation date, referral source. (2) Application Type — dropdown: Volunteer or Intern (School Credit). Volunteer = flexible start/end, own schedule. Intern = must align with school program timeline; official Intern title only granted when school credit is confirmed. Both unpaid; for experience + portfolio development only. (3) Focus — primary specialty (pick 1), secondary interests (pick up to 2), free-form flexibility answer. (4) Experience — years in specialty, software used, leadership experience, portfolio link (any format). (5) AI Skills Assessment — dynamic questions per specialty; used to build talent bench profile, not pass/fail. (6) Availability — start date, end date (interns), hrs/wk, days/times, duration. (7) Working Style — two free-form: proud project + assignment approach. (8) Expectations acknowledgment — soft commitment, not a contract. (9) Tools info block — After Effects, 3DS Max, Blender; bring own software; Tony Dashboard AI tools may be available.
  3. After submission: Tony sends Matt Telegram summary: name, type, specialty, availability, leadership flag, quiz result, portfolio link, flexibility answer snippet. Matt replies: approve / pass / hold.
  4. On pass: Polite decline email auto-sent from jennifer@: "Thanks for your interest — we don't have a match right now but we've kept your info on file."
  5. On hold: Stored, no action until Matt follows up.
  6. On approve — VOLUNTEER track: Fully automated. Email added to users.json with role=intern. Welcome email from jennifer@ with Intern Hub login link. If no login in 3 days → Tony sends one nudge. If still no login after 2 more days → Telegram alert to Matt with contact info.
  7. On approve — INTERN (School Credit) track: Tony sends conditional approval email from jennifer@: "Great news — we'd love to have you. Before we can officially start, please confirm your school's internship paperwork requirements and let us know what we need to complete on our end." Status set to PENDING SCHOOL CONFIRMATION. Matt is alerted on Telegram. Matt handles any school paperwork manually (professor forms, etc.). Once Matt confirms school paperwork is done, he tells Tony to activate — THEN email is added to users.json and onboarding email is sent.
  8. Active application data stored in /var/www/tony/data/intern-applications.json. Talent bench profile auto-created from application data regardless of outcome.
SOP Documentation Standard
  1. Each SOP must list start/end, owner, roles, tools, SLAs, risks.
  2. Use naming convention SOP_NAME_vYYYYMMDD; publish to this page.
  3. Tony owns change log + review reminders.
Target Market Focus & Specialization
Business plan still holds: specialize to raise pricing power and increase repeat work.
  1. Pick priority sectors annually (medical device, legal visualization, industrial training, energy/utility).
  2. Align site content, outbound, and relationship calls to those niches.
  3. Track share of revenue from focus verticals; review quarterly.
Metric: target ≥60% of revenue from named verticals by year-end.
Model Routing Workflow
Purpose: Keep Tony on the right model without making Matt manage switches manually.
  1. Default to GPT-5.4 for casual, brainstorm, and quick-turn tasks.
  2. Switch to Claude Sonnet for coding and building tasks.
  3. When a brainstorm solidifies into a build plan, run an audit first, suggest improvements, and get Matt approval before building.
  4. When the conversation drifts back to banter after a build task, switch back to GPT-5.4.
  5. Tony self-selects the model, Matt should not need to ask.
Daily Morning Meeting Brief (Tony → Matt)
Purpose: Keep Matt informed of his daily calendar and flag any meetings he may have been accidentally excluded from. Schedule: Mon–Fri at 9:00 AM CT via Telegram. Owner: Tony (automated cron). Updated 2026-05-04.
  1. Priority 1 — Matt's confirmed calendar: Pull matt@austinvisuals.com Google Calendar for the day. List every meeting/event with Central Time, original timezone if different, attendees, and location/link.
  2. Priority 2 — Meetings Matt may have missed: Scan Susan inbox, Nancy email, and recent project threads for any meeting references (calls, Zooms, client check-ins) where Matt is not confirmed on the invite but logically should be — e.g., active client calls, proposals in progress, or team meetings without Matt's RSVP.
  3. Flag format: If a potential missed invite is found, note it clearly: "⚠️ Possible missed invite — [who/what] — confirm with Nancy."
  4. Timezone rule: Always convert all meeting times to Central Time (CT). Never list a time without confirming its CT equivalent.
  5. No-meeting days: If calendar is clear and no flags, send a brief "Calendar clear for today" confirmation so Matt knows the check ran.
  6. Matt action: If a missed invite is flagged, Matt confirms with Nancy and smooths out the process manually.
SOP note: Tony only reports — Matt decides whether to join any flagged meeting. Tony does not contact external parties about calendar issues.
SOP Queue Process
Purpose: Capture repeatable Austin Visuals processes before they are forgotten, while keeping Matt approval in the loop.
  1. When Tony identifies a repeatable AV process, flag it to Matt proactively.
  2. Add the proposed SOP entry to memory/sop-queue.md.
  3. Get explicit approval before updating av-process.html.
  4. After approval, have a sub-agent handle the HTML update.
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