Chapter 5 – The Client

Definition of the Client

Differences between Internal and External Clients

The Client Education Process

Your Client’s Point of view Research Ask Questions

The Client Education Process

Setting Clear Expectations Deliverables Approvals Policies

Writing Contact Reports

The Client Education Process

Getting “Buy-in” Overall Cost Savings Better Results

Explaining Technical Issues to Client Budgeting Communicating into Budget

Communication Throughout the Project

Legal Communications Letter of Agreement Non-Disclosure Agreement Contracts

Project Communications Assumptions Scope and Cost The Iterative Approach: Compromise The Approvals Document Conducting Effective Reviews

Giving the Project Back

When to Hand the Project Back Success Metrics

Site traffic, brand awareness…

Handling Maintenance Requests