Custom web development projects either run perfectly or go over-budget and off-schedule based on the communication between agency and client.

Communication Is Key

A single point of contact on the client side will predominantly interact with the single point of contact on the agency side (Project Manager).

Using a project management system (i.e. Basecamp, Teamwork, etc.) for the majority of messaging keeps all communication centralized and streamlined throughout the project process. All team members can access messages, upload and retrieve files, view tasks and log their time—which keeps the project on track and estimates and billing accurate.

Email, we’ve found, is the most ineffective way to communicate, which is why we use it solely for sending invoices and for billing inquiries. Of course, calls are always welcome!

Throughout a project, no matter the size, there will be feedback, questions, exchanges and new ideas. Following are some tips that clients find helpful when communicating via our project management system, Teamwork:

• Keep message subjects clear: When starting new Message threads, label them intuitively so that everyone knows the topic and relevance before opening it.
• Create new threads for different subjects: When discussing a new subject pertaining to your project, create a new Message instead of changing topics mid-thread. This will help the project team stay organized.
• Collect your thoughts: Reading through long messages that don’t clearly address the question or topic posed can use up a lot of time. It’s very important to proofread any messages, ensuring that your message is coming across as clear as possible. Simple solutions like using bullet notes instead of listing things out in a paragraph make a world of difference.
• Maybe a phone call is best: Sometimes, it’s hard to get your question or point across in a Message? If it doesn’t feel right written, consider calling us instead. Although messaging documents every step of the process, sometimes a quick phone call will get your ideas across quicker and more effectively. Plus, it’s nice to have a conversation!

Status Updates

Clients play as big a part as we do in the success or on-time, within-budget delivery of the project. Weekly status updates are provided in addition to each review milestone, as defined in our project plan at the onset.

If new ideas must be included but don’t fit within the original estimate range, we’ll have a conversation to determine whether or not the client is willing to let the new request impact the triple constraint (scope, schedule and budget). If it’s a go, we’ll provide an estimate of timeline extension and cost, and then get to work!

The last part of this series is Project Partnership III: What Happens Next?

Kelly Campbell
President & CRO

Kelly founded Liqui-Site in 2003. She manages client relationships, corporate strategy and new business development—and fosters the collaborative and innovative culture at the agency.