Note: This post is written for contractors and clients alike. I tend to jump in third person between my opinion, the client and the contractor. Bare with me.
Whether you are writing your own copy, taking your own pictures or getting it done by someone else; it is the heart of your website and without it, even the most talented, skilled design and development team cannot create something that will perform and realise your expectations.
The reason I’m writing about this today, is because a close friend of mine just vented a little over his one client moaning that their site is not live. He is still waiting for content. Maybe his communication with the client is lacking, but this seems to be a very common occurrence and a bit of a problem in this industry.
I would say in the last 8 years or so, about 90% of clients that come to me to replace their current designers say “(s)he has been working on the site for months and months, and we still haven’t seen anything!”. Since we usually need to make contact with this company/freelancer to get things like ftp details etc. we more often than not find that they are just waiting on content and their (now obsolete and old) design is done and coded.
Like I said above, this is often a lack in communication between the designer and the client, but sometimes is actually a sign of incompetence on either side. Communication being the case more often than incompetence.
I guess this is just an observation post, but for designers and clients alike, here is my advice.
Business to Business Relationships are Peer Relationships
Firstly, a mistake some contractors and clients both make is that one is above the other. If you are looking for website design, you find the best person for the job and once all negotiations and paperwork is complete, you are exchanging money for service.
If the service and resulting product is good, the remuneration should also be good, and aside from maintenance contracts and further work, the client should benefit from the creation, and the contractor should be a little more financially better endowed.
Communication Cannot Be Underestimated
Keeping your client up to date and informed as to what you’re doing, and when, as well as what you need from them and by when is part of your job. Unless you’re just a creative or a code machine (in which case, get a job with a project manager) you should stay in touch with your client’s designated contact often. A paper trail (these days email is sufficient) will cover the aspect of proof that you requested what and when.
It works both ways and communication is best kept between those who need to know. The old saying “too many cooks spoil the broth” is as true as ever. If you ask too many people something, either nobody will do it or comment on it, or everybody will give you something different. Try to keep your collaboration between you and one person. CC others that need to know and they can respond if necessary. Always address the email to your contact (Dear Joe…).
Assumption Is The Mother of All F**ckups!
Don’t assume that just because you’re paying someone to design a website for you that they are also going to pop into your place of business with their digital camera, take pictures, interview your CEO and write reams of copy for you. That is unless they tell you they’re going to do that of course. There is a reason people do photography only as a profession, or copywriters for that matter. They’re good at it, and charge accordingly.
By the same token, don’t assume that your client is going to email you everything the day after the contract is signed. They need to know what you want, and by when.
Deadlines Are For Everyone
Does your client know what format you need/want. Do they know when you need it by in order to not delay the project? Do they know the penalty of them not giving it to you in time (possible overtime charges to meet deadline or delays in going live)?
Just as a contractor needs to have set milestones and deadlines, so does the client. I’m yet to experience a project that does not require some form of feedback/approval of designs, copy or images. If a design is sent, a deadline for feedback in order to stay on schedule will help ensure that feedback is prompt and delays are reduced.
I read a rather amusing post on Clientcopia recently which will illustrate just how badly things can go wrong when communication lapses. In this situation, it sounds like the client just didn’t listen, but the guy who wrote it might be telling some porky pies (lies).
To sum up, I felt like writing this because it seems to be happening so often, hopefully both clients and contractors will not fall into this trap after reading this post.
