# Employee Onboarding Manual — Digital Operations Partner (v1) **Audience:** Any employee, contractor, or operator joining the company **Purpose:** Give you everything you need to work inside DOP without guessing **Source of truth:** The Gitea repository `Tony_tech/digital-operations-partner` **Status:** Active operating guide (reflects system as of 2026-08-02) --- ## 1. What this company does ### Working definition We continuously prevent **Silent Customer Loss** for local businesses by making sure customers can find, trust, and engage the business — and that search engines and AI systems can find, understand, and accurately represent it — often before the owner would notice something was wrong. ### What Silent Customer Loss means Problems that cost the business customers **without the owner clearly seeing the loss**: - **Customer Path Leakage** — interest exists, but digital friction blocks contact, booking, visit, or engagement (broken links, no booking button, wrong phone, dead CTAs). - **Discovery Failure** — the business is hard to find or is misrepresented in search, maps, or AI answers. ### Three service domains 1. **Customer Path Integrity** — can a real person complete the path from interest → contact/book/visit? 2. **AI Visibility Integrity / AEO** — can search engines and AI systems find and accurately represent the business? 3. **Local Competitive Awareness** — what is happening in the local competitive set (visibility, reviews, positioning)? ### What we are *not* (V1) Do **not** sell or deliver as core offering unless separately quoted: - Social media content production - Paid advertising management - Website redesign - Branding projects - Content marketing campaigns - Full SEO campaigns - CRM / email marketing We are a **digital operations oversight** business, not a general marketing agency. --- ## 2. Non-negotiable operating rules Memorize these. They govern every task. 1. **Agents detect and draft. Humans approve before publish.** Nothing client-facing goes live without a human sign-off in Version 1. 2. **Evidence Model only** - **Tier 1 (Verified):** concrete, timestamped, observable, or instrument-backed. - **Tier 2 (Indicative):** sampled, directional, probabilistic, or risk-based. Ambiguous findings default to Tier 2. Agents propose; humans approve final tiers. 3. **No invented numbers, threats, or client facts.** If you did not observe it or the owner did not provide it, do not write it as fact. 4. **Fixed order of work** Users → Problems → Requirements → Workflows → Agents → Tools Do not design agents or tools before requirements and workflows exist. 5. **Draft → Human Review → Locked** Every lasting artifact has a status. Never treat a Draft as Locked. 6. **Prefer the stricter, more evidence-bound position** when uncertain. 7. **Gitea is the system of record.** Client work, templates, playbooks, and decisions live in the repo under the documented paths. Do not keep the “real” version only in chat or email. --- ## 3. Where everything lives | What | Path | |------|------| | Repo root / mission | `README.md` | | Path to PoC (master sequence) | `docs/architecture/path-to-poc-sequencing.md` | | Economics guide | `docs/architecture/economics-pricing-execution-guide-v1.md` | | Client lifecycle | `docs/business-model/client-lifecycle.md` | | Agent Charter | `docs/agents/agent-charter-v1.md` | | Audit Playbook | `docs/agents/audit-playbook-v1.md` | | Leonard GBP execution card | `docs/agents/leonard-gbp-execution-card.md` | | Templates | `docs/templates/` | | Client instances | `docs/clients//` | | GBP Snapshot HTML form | `tools/gbp-snapshot-form.html` | | This manual | `docs/operations/employee-onboarding-manual-v1.md` | **Client artifact naming (standard):** - `data-inventory-v1.md` - `threat-register-v1.md` - `economics-v1.md` - `requirements-v1.md` - `workflows-v1.md` Raw snapshots (when stored): `data/clients//raw/...` --- ## 4. The Path to PoC (how every engagement is sequenced) Every real client engagement follows these layers **in order**. Do not skip. | Layer | Name | What you produce | Human gate | |-------|------|------------------|------------| | 1 | Account Intelligence | Data Inventory | Inventory accurate before Layer 2 | | 2 | Threat Diagnosis | Threat Register | Each threat verified/downgraded/rejected | | 3 | Economics & Pricing | Economics doc + pricing bands | Owner conversation required | | 4 | Requirements | Outcome-based requirements | Scoped to pricing band | | 5 | Workflow Engineering | Operational workflows | Cadence matches real business hours | | 6 | Agent Build & Test | Working agents on real data | Human reviews full run | | 7 | POC Delivery | Demo + gap doc + retainer framing | Owner has seen live draft alert | **Layer 3 cannot be skipped.** Without owner economics, downstream pricing and scope are speculative and must be labeled as such. Full detail: `docs/architecture/path-to-poc-sequencing.md` --- ## 5. Day-one cold audit workflow (what you actually do) This is the current production procedure for a **new prospect / first assessment**. ### Step A — Open a client folder 1. Create `docs/clients//` if it does not exist. 2. Add a short `README.md` with location, phone, website, layer status table, and known public sources. 3. Copy templates into the client folder as Draft documents: - Data Inventory - (Threat Register only after Inventory is ready for human review) ### Step B — Public digital baseline (no owner access yet) Collect **only what exists**: - Website (live paths, broken links, contact/booking surface, NAP) - Public social links from the site - Review/directory presence (Yelp, etc.) at a factual level - GBP via the **GBP Snapshot Form** (see Step C) Rules: - Public observation = **Tier 2** until owner access upgrades it. - Record **Snapshot Date** for every source. - Missing sources are gaps, not silence. ### Step C — GBP snapshot (required human sensor for cold audits) 1. Open `tools/gbp-snapshot-form.html` in a browser. 2. While looking at the Google Maps / GBP listing, fill every field (2–5 minutes). 3. Click **Generate for Leonard** → **Copy** or **Download .txt**. 4. Paste the full block to Leonard (or the designated audit agent) with instruction to follow: `docs/agents/leonard-gbp-execution-card.md` **exactly**. Leonard must: - Map intake fields into the Inventory GBP row only - Fire **only** threat rules R1–R3 if conditions match - Not invent fields or write solutions You (human) then review and approve or correct. ### Step D — Data Inventory (Layer 1) Use `docs/templates/data-inventory-template.md` and the Audit Playbook. Required minimum sources: - GBP (or explicit “missing/unclear”) - Website - Primary social channel(s) - Booking/scheduling (or “not visible”) - Review surfaces if observable Exit only when a human has signed the review gate. ### Step E — Threat Register (Layer 2) Only after Layer 1 is human-confirmed (or explicitly accepted as Draft Benchmark with documented blockers). Rules from the Audit Playbook: - One primary fact per threat - Evidence Snippet must be concrete - Data Recency must reference inventory snapshot dates - No solution language (“fix the 404s” is forbidden here) - Severity: Critical / Major / Minor — when unsure, choose lower ### Step F — Stop at the gate Do **not** invent economics. Do **not** write requirements or workflows until Layers 2 and 3 allow it. If GBP is still incomplete, either: - Complete the form and update, or - Explicitly document “GBP unresolved” as a blocker and freeze as Draft Benchmark for training only --- ## 6. How to work with agents (Leonard and others) ### Roles - **Human operator (you):** eyes on Maps/owner access, final decisions, locks, client communication. - **Director / lead (architecture):** sequence, standards, repo integrity. - **Leonard (audit agent):** form-fill and template-faithful drafting under Playbook + execution cards. - **Aggregator (when used):** merge sequential agent outputs; prefer stricter evidence-bound position; no scope creep. ### Hard limits for agents - Stay inside the assigned layer. - Never self-lock a document. - Never invent client revenue, WTP, or threat counts. - GBP ingest without the execution card is out of process. ### Scoring Leonard (training) Use the rubric in `docs/agents/audit-playbook-v1.md` (0–2 on evidence, tier discipline, scope, recency, template fidelity). Pass ≥ 7/10 with no zeros. --- ## 7. Client lifecycle (commercial path) High-level path (see full doc for detail): 1. Prospect 2. Qualification 3. Initial Assessment (Layers 1–2 style work) 4. Evidence classification 5. Proof-of-Concept fix (low-risk, scoped, human-approved before publish) 6. Before/After report 7. Retainer offer 8. Ongoing monitoring 9. Periodic reporting 10. Renewal / expansion 11. Cancellation / offboarding **GTM motion:** proof before retainer. We do not lead with a cold subscription pitch. **Good V1 fit:** local service, owner- or small-team operated, depends on local discovery/calls/bookings, meaningful lifetime value. Priority verticals include home services, auto repair, salon/spa (non-medical), boutique fitness, and similar. --- ## 8. Economics conversation (Layer 3) — human only No agent can close Layer 3 alone. You need a direct conversation with the owner covering: - Current revenue baseline (owner-provided) - Ad spend if any (owner-provided) - Owner estimate of what a problem “like this” costs monthly - Willingness to pay ranges for: - **Band A:** detection only - **Band B:** detection + draft response - **Band C:** fuller escalation with recommended next action If the owner declines numbers, document Tier 2 speculative and flag risk to any retainer discussion. Do not invent figures. Guide: `docs/architecture/economics-pricing-execution-guide-v1.md` --- ## 9. Publish / change control Anything that changes a **client-facing surface** requires human approval first, including: - GBP edits - Review replies - Q&A answers - Hours, phone, booking links - Website or directory updates - Business/service descriptions Until a specific task type has a documented reliability run of **≥ 100 error-free executions**, the human gate stays on for that task type. --- ## 10. Communication standards ### Internal docs - Status header: Draft / Human Review / Locked - Last Updated date - Evidence tier on factual claims - Blockers listed explicitly ### Client-facing language - Separate Verified vs Indicative clearly - No scare tactics from Tier 2 alone - No guaranteed rankings, AI citations, or “we’ll get you #1” - Reports answer: what we watched, what changed, what we found, what we fixed/recommended, what remains at risk, what happens next --- ## 11. First-week checklist for a new hire **Day 1 — Orientation** - [ ] Read this manual end to end - [ ] Read `README.md`, Agent Charter, Audit Playbook - [ ] Skim Path to PoC sequencing and Client Lifecycle - [ ] Open `tools/gbp-snapshot-form.html` and click through once (empty is fine) **Day 2 — Shadow the system** - [ ] Read Overcome Fitness client folder end to end (`docs/clients/overcome-fitness/`) - [ ] Note what is Draft vs what is still blocked - [ ] Identify the open GBP gate and why Layer 3 is blocked **Day 3 — Practice cold audit mechanics** - [ ] Fill GBP form against a practice listing (or Overcome Fitness) - [ ] Generate Leonard paste block - [ ] Draft or revise a Data Inventory row from the intake **without** adding solutions **Day 4 — Threat discipline** - [ ] Write 2–3 practice threats that each contain exactly one primary fact + evidence snippet + recency + tier - [ ] Have a lead score them against the playbook rubric **Day 5 — Gate fluency** - [ ] Explain aloud when Layer 1 can lock, when Layer 2 can lock, and why Layer 3 needs an owner - [ ] List V1 exclusions from memory --- ## 12. Current system state (so you know what is real vs aspirational) **Real and usable now** - Mission, evidence model, operating rule - Full Path to PoC sequence - Templates for Layers 1–2–4–5 - Audit Playbook + Leonard GBP execution card - GBP HTML form - First benchmark client instance (Overcome Fitness) in Draft **Not built yet / do not pretend exists** - Locked production client package with full economics - Automated Places API pipeline (optional future) - Fully automated Leonard → Gitea commit loop without human facilitation - Standard client-facing report template (still to productize) - Implementation code under `implementation/` (scaffold only) When in doubt: if it is not in the repo as a Locked or Active doc, it is not process. --- ## 13. Escalation Escalate to the lead/director when: - A client asks for out-of-scope work (ads, redesign, social production) - Evidence is ambiguous and a Tier 1 claim is being requested - Owner access is required to progress and is delayed - An agent output invents numbers or solutions inside Layer 1/2 - You are unsure whether something is publish-gated Default action when stuck: **document the blocker, do not invent past it.** --- ## 14. Glossary (short) | Term | Meaning | |------|--------| | **GBP** | Google Business Profile (Maps / local panel listing) | | **DOP** | Digital Operations Partner | | **Tier 1 / Tier 2** | Verified vs Indicative evidence | | **Locked** | Human-approved; safe to build the next layer on | | **Draft Benchmark** | Training/reference package; not client-locked | | **WTP** | Willingness to pay | | **PoC** | Proof of Concept | | **NAP** | Name, Address, Phone consistency | --- **Version:** v1 **Maintainer:** Lead / Director **Update rule:** When Path to PoC, Playbook, or cold-audit tooling changes, this manual must be updated in the same change set or immediately after.