Client Communication

1. Initial Client Detail

On the day teams and projects are assigned, teams assigned clients will receive access to a Google Drive folder that will contain a doc titled “Initial Client Research” (ICR). That doc will contain the information submitted by the client in their project application along with any brief instructor-provided details.

Teams should review all the information in the ICR. Then, students should conduct an extremely brief (<1 hour per team member; more extensive research will be completed in the Exploratory Research assignment due at Checkpoint 1) round of research that consists primarily of:

  • Reviewing relevant client websites, socials, etc.
  • Getting up to speed on any key technologies and/or industry terms
  • Researching key client team members on LinkedIn, etc. 

Then, teams, will add any learnings from the above to the bottom of the ICR document.

2. Introductory Email

One of the highlights of New Media Capstone is the opportunity to work with clients in a real-world setting.  You’ll begin this collaboration in an introductory email, to be sent no later than the end of the class following team assignments.

This message should be drafted at the bottom of the Initial Client Research document. Once the draft is completed, @mention your instructor in your team’s Slack channel with a link to that document to request a review of this message before sending. (This is the only client communication that requires review before sending.)

Introductory Email Best Practices

  • Choose a capstone team point of contact
    • All team members + instructor will be CC’d on all messages, but simplifies communication for client
  • Introduce team members w/email addresses + roles
  • Convey excitement
  • Set an initial meeting date as soon as possible
  • Always CC instructor on all emails
    • Students lead comms, but helps keep instructors caught up on what’s going on

Suggested Introductory Email outline

  1. General Suggestions
    • Be brief, direct, and write in the active voice
    • Avoid the use of flowery language
    • Avoid making any assumptions about what the client might or might not know
    • Try to knock the message out in a few easy-to-read paragraphs.
  2. Salutation
    • “Dear Kayla:”, “Hey, John,”, “Hi, Miranda:”, or just the recipient’s name followed by a comma or colon (e.g., “Randall,” or “Michelle:”) are good options.
  3. First Paragraph
    • Introduce yourself
    • State your title (e.g., “account manager”, “project manager”, “client liaison”)
    • State your affiliation (“NMI Capstone”)
    • State your role (e.g., the primary point of contact for the client’s project)
    • State that you’re excited or enthusiastic to be working with the client
    • Try to fit all of this in three or so sentences.
  4. Second Paragraph
    • This is where you state your reason for contacting the client: You want to meet for the first time
    • Cut to the chase
    • Propose some potential meeting times in person and/or via Zoom
    • Indicate a willingness to meet at other times
    • Try to sound flexible and accommodating. Remember, you are engaging in client services and trying to establish the basis for your working relationship
    • Try to keep this paragraph to three to four sentences in length.
  5. Third Paragraph
    • Provide a simple agenda for the initial meeting — things you would like to cover.  Example topics might include
      • The client’s vision, goals, and priorities
      • The project scope
      • Budget (not necessary for Capstone, but keep in mind for future professional correspondence)
      • Deadlines
      • Existing assets (e.g., branding, logo, style guides)
      • Basic ideation
    • Introduce the other members of your team that will attend your first meeting. Include their full names, titles, and email addresses. This can be formatted as a list
    • Try to keep this paragraph to three to five sentences in length.
  6. Fourth Paragraph
    • Wrap things up on a high note
    • Indicate that you are excited to be working on the client’s project
    • State that you look forward to being in touch and collaborating
    • Try to convey all this in one or two sentences.
  7. Closing
    • “Thanks,” “Warmest regards,” or “Best,” are all nice options
    • Insert a line break after one of the above and then include your name or your name “and team”
  8. Before Sending
    • Proofread and spell check.

3. Initial Client Meeting

Your initial client meeting sets the tone for your collaboration for the rest of the semester. Thoughtful preparation will ensure an effective relationship.

General Client Meeting Best Practices

  • General client communication etiquette
    • Well-formatted emails, including an opening and closing
    • Start formal, then adjust to match client’s level of formality if needed.
  • Prepare and share an agenda for each meeting 24 hours ahead of time
    • Helps everyone feel comfortable coming into meeting
    • Share docs, etc. ahead of time so that clients can gather thoughts
  • Send a follow-up email documenting each meeting
    • Always good to document conversations, decisions, items to be resolved, etc.
  • Share and review deliverables for feedback after every checkpoint
    • Keeps client in loop
    • Actually go through each doc with client—don’t settle for a “looks good”
  • Don’t hesitate to seek instructor assistance
    • Sometimes things don’t go well! Seek instructor help sooner rather than later.

Initial Client Meeting

Your initial client meeting sets the tone for your collaboration for the rest of the semester. Thoughtful preparation will ensure an effective relationship.

  • Set meeting times for the entire semester during your initial client meeting
    • You can always cancel any unneeded meetings.
    • Class time (outside of checkpoint days / syllabus conflicts) allowed
  • Ask about (and study!) client communication preferences
    • Texts vs. emails vs. phone calls? Morning vs. evening? Day of the week?
  • Ask the client if they have times they’ll be busy / slower to respond throughout semester
  • Clarify client’s approach to project: are internal teams / external consultants / other UGA orgs also participating?
  • Review client letter (see below) details

4. Client Letter

Your team and your client will sign off on a letter agreeing upon the project goals, scope, deliverables, timelines, and other key details.

Process

After your initial meeting with your client, your team will draft a letter describing your team’s understanding of the project goals, scope, deliverables, timelines, and other key details.

After receiving instructor approval on the letter, the letter will be shared as an editable Google Doc with the client. The client can approve the letter, or they can offer comments, suggestions, etc., to which the student team will respond.

Once client and student team both agree on the letter, a final version will be sent as a PDF attachment via email to all students, client contacts, and course instructors.

Details

During your first meeting with your client, take thorough notes on their expectations, project requirements, and any other critical details discussed. Based on these notes, draft a letter summarizing the following:

  1. Project Goals / Outcomes: Summarize the key outcomes of the project.
  2. Scope of Work: Define the boundaries of what the project will cover, especially any limitations or exclusions.
  3. Deliverables: List the specific deliverables your team will provide to the client, including key features.
  4. Resources: List all resources required to complete the project.
    • If any paid resources are needed (software subscriptions, equipment, etc.), identify estimated costs, availability, purchase timelines, and funding sources. 
    • If specific assets from client are needed (login credentials, design files, data, etc.), enumerate needs and list timelines for delivery.
  5. Timelines: Provide a proposed timeline, including class checkpoints and key dates from the client.
  6. Student Team Roles and Responsibilities: Identify the members of your team and outline their roles, along with contact info.
  7. Client Roles and Commitments: Identify all individuals affiliated with the project on the client side, including names, titles, responsibilities, and contact info. Also reemphasize in this section the need for timely communication and feedback as well as SLAM attendance.

Non-client projects

Complete all of the above, except setting your own goals, etc.