Communication.
Definitely a word that can jitter even the most steadfast of souls. 28% of Americans rank Public Speaking as their number one fear, according to the Chapman University Survey on American Fears (Now THAT'S a title to stick with you!)
Communication with your clients doesn't have to be as fear-inducing. E-mails, phone calls, and even how you carry yourself in meetings - If you're reading this, chances are that you're not sure how to start communicating with clients or stakeholders: There's no single best way to do it, there's just the one that fits best with you!
As an Instructional Designer, the biggest part of communication in my work is about establishing relationships and respecting boundaries.
How much leeway are you willing to give clients, stakeholders, and SMEs in your process of instructional design? No matter how much you decide, make sure the client knows. And make sure they know in no uncertain terms: Contracts, documentation, e-mails, and repeated messaging in meetings. Whatever works, or however you feel comfortable, establish boundaries now so that you won't regret it later!
I worked with a company whose SMEs were serially unable to understand the difference between nice-to-have and need-to-know.
“Some of this technology is STILL in the field!” they’d cry, “What happens if someone doesn’t know about it!?”
“They have e-mail, don’t they? Google’s also a big thing, from what I hear. I think that with the number of experienced guys in the field, it won’t be too hard”.
Along with asking them a few other basic prioritizing questions, the truth was teased out, and I was able to provide a firm timeline with a two-week content block window – Two weeks before delivery, no new content could be introduced. That meant no revised images, text, or content. It forced a wholesale rethink of what could be done in the time they had, and what needed to be thrown out.
As we can see, more communication will inevitably help you. Don't be afraid to ask the questions that get you odd looks around the table, as long as you know what you need!
Earlier I talked about changes to the alpha, beta, and final revisions of a project. Communication here is key, because you need to decide what constitutes “enough” change as opposed to “too much”. If you send a beta version of a document or project to a client and find that 50% of the version needs changes, is that too many? What about 25%?
What do you do if that’s the case? From the outset, you want to point these things out to the client.
If you’re freelance, you can charge for what’s called a “Change Order” that lists the scope and number of alterations, because the scope of the project has significantly changed. The client needs to sign off on this change order, and will likely change their minds once they know this.
If you’re within an organization, point out at the beginning that changes past a certain percentage of the project will require revised timelines that may push back completion significantly, incur extra costs, and require signoff.
Many of the people I've worked with as IDs are uncomfortable with "hard" communication with clients. Whether that's saying 'no', or requesting extra time or informing them of higher costs. "I don't like confrontation" is something I hear too often as a result: I can't tell you how to start communicating better, but it's amazing how quickly that phrase disappears from their vocabulary once they start losing money!
If you can't bring yourself to make the hard communications, try practicing first. Put a script down on paper, or look in the mirror and start running through the key points of what you need to say to your client. Even if you're uncomfortable, getting into autopilot when you're in that meeting or that phone call will definitely help you to represent yourself better!
No matter whether it's e-mail, over the phone, via webchat or face-to-face, communication is critical not only for your bottom line, but for your sanity as well as that of your clients!
As always, feedback and comments are welcome, and you can find me on twitter @LnDGuru. Let's start a conversation!
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