Consulting Tip

Define Communications Paths for Better Client Rapport

In a CompuServe Computer Consultants Forum discussion on how to set rules with new clients, consultant Michael Stein suggested formally defining communications pathways. At the start of the project, he suggests, make sure you and the client agree on:

• Who you or the client should talk to in order to clarify the specification

• Who the client should give feedback to about any prototypes

• When is and is NOT a good time to call either client and consultant

• Whether email or video conferencing can be used

• How often face-to-face meetings will be held and how they'll be structured (informal? formal?)

• Where such meetings will be held

Stein points out that these issues can get even more complex if you are dealing with clients in different time zones or in different countries where "national working habits" may be different than they are in your own country. As an example, he asks, "Is there any point in calling Madrid at 3PM?"

Another consultant, Graham Oakes added that it is also extremely important "to have one specific person at the client organization who is authorized to spend money. Otherwise you can get left holding the bag doing work you thought was authorized but the client does not."

Consultant Joe Patterson adds "I have found email and sending WP documents and spreadsheets an excellent way to communicate. When someone puts a stupid question in writing they tend to see it for what it is."

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