Communication is a big topic that we feel doesn't get communicated about nearly enough (pun intended.)  Unfortunately, we think this is a topic that can cause some massive problems in a project.  In fact, we struggle over whether to list it above Time and Cost as topics that must be covered.

These questions come up:

• How will we communicate with each other?  Phone, email, chat, in person, various methods?
• What's the best method to communicate? (This is a topic for another blog, but we'll put our summary opinion on that in here.)
• What's your turn-around time for each method of communication?  This particular aspect of communication deserves some attention, especially when you're not sitting in their office working where they can see you.
  

Let's talk about the telephone first, and let's put your client first, as it should be.  What do they want?  Should you call them with questions?  Maybe you can set parameters about when to call vs. chat, email, etc.   For example, if needing the information is stopping you from continuing your work - if it's part of the critical path - you agree to call them.  If you just need some information in the next "little while" (define "little while"), maybe email is best.  Phone communicates the most sense of urgency, chat next, email third, letter sent on the slow boat to China fourth (snail mail.)  What does the communication require?  What does the CLIENT want?  They're first, ask them.  Then map it to your needs....Yup,now it's your turn.

What works best for you?  Hopefully that client is important to you.  Hopefully they're not just a paycheck to let you play/show off on the computer.  We'll assume that of course (even though playing on the computer IS big fun.) So, when do you want the client to communicate with you on the phone?  Are you better off getting information in writing, via email?  Request that, and explain why to the client.  Is that because you're a visual person?  Is it because you like to keep a record?   Is it because you need to concentrate, and the phone jars your senses?  Make sure they know their communication is important to you.  Then, tell the client if/in what circumstances they should call you on the phone. 

If the client contacts you via phone, are they going to get a live person on the line?  If so, is that person going to be able to help them, or should they expect to leave a message?  If they're not going to get a live person, you should explain this to your client.  You could say  "I don't answer my phone because I'm concentrating on your project.  I return all calls between 8am and 10am" - or whatever your situation is.  If they have to leave a message, when can they expect a call back?  Clarify what hours you take care of phone communication if there are particular hours.  If it's random, communicate that.  If it's haphazard, you're-lucky-if-you-hear-from-me, are you willing to communicate that?  If not, then maybe you should consider changing your behavior!

Email - ah, our favorite - 50-150 legitimate emails hit each of our boxes during  a day.  Haven't heard from us in awhile?  That would be why.  If only we'd been this popular in High School!  (We know, on the internet, no one can SEE you're a dog. :)

So, what about email?  How fast can someone expect an answer back from you on something?  Are you a twitchy, spastic email answerer like me?  99% of the time, when you email me, you get a lightening fast response.  But then, we will admit, there's that 1% that fall off the planet.  (If you're in that 1%, it's not because we don't care about you. Please accept our very public apology.)  Where do those emails go that someone doesn't respond to?  Probably in the black hole that we'll talk about in a little while.  If your client falls into that 1% by accident, when should they email you again to get your attention?  Wouldn't it be nice if you told them IN ADVANCE, "Hey, if you don't hear from me by X, please email me again.  I apologize, but I might have missed your email.", or something like that.

On the client side, what is  THEIR email communication turn-around?  We've had clients chomping at the bit for every email we send.  We've had other clients who are truly black holes of communication.  We press our send/receive button, it goes into the delivery hole, and we wait eons to hear back.  Calling doesn't help. The website just isn't their priority.  More about priorities in another section of this Managing Client Expectations area.

Chat - those smileys are cute,  but MAN, that flashy/blinky thing demanding attention NOW makes some of us crazy.  BUT, we do feel that chat has its place.  It's a little more jump-up-and-down-for-attention than email, but it's not a phone call.  You don't have to necessarily feel obligated to do all the "Hi, how are you.", "I'm fine, how are you." conversation that seems to be an upfront expectation on the phone.  Yet it's more immediate than an email.   So, if you USE chat, should your client chat you?  In what circumstances should they chat?   And what happens when the project is live?   Are you still willing to be "chat available" for your clients?  If not, then it might not be a good idea to hand that out in the first place.  Or at least you should set the "after this is live" expectation for them.

Billing for Communication
Let's also talk for a second about billing around chat and emails.  It's probably obvious with a phone call.  You pick the phone up, they know when you pick it up, they know how long you talk.  It's fairly easily defined.  You remove your hands from the keyboard (sometimes) to do it.  It's separate from coding, not a reflex that happens while you're coding like email and chat can be.  And email and chat, if you haven't already discovered this can take a BUNCH of time!
 
So around that topic, here's something to think about.  Are you an hourly biller?  If someone calls, they expect to be charged from this type of communication if you're hourly.  Do they expect that same thing if you chat?  What about email?  Don't forget the cost aspect of all this communication.  Be sure they understand where you stand on it.  Be sure your client isn't surprised when they get a bill for that 15 minutes on the phone.  Is there a boundary to be communicated here?  Do you bill 15 minutes for an 8 minute call?  Or do you charge them after it hits the 15 minutes?  Tell them this.

In Person
How often, if at all, does the client want to meet in-person?  How often do YOU want to meet in person?  If you're doing a local web design/programming project, are there points at which it's best to talk/point/play show and tell with the client?  We've discovered the hard way that mockups should be presented to the client, at least for the first round. People sometimes just don't understand that the creative communication process is iterative.   Maybe we should write a whole blog about this.  Or maybe we'll cover this in the Process portion of this string of blogs.  Anyway, it's important to establish how often, if ever, your client wants to see your happy face.  And it's important for them to know if YOU need to see them, too.