Re: Client contact

Subject: Re: Client contact
From: Dianne Blake <write-it -at- home -dot- com>
To: "TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com>
Date: Thu, 02 Nov 2000 09:19:01 -0800

> Sanjay asked:
> <snip>
> how many of the TWs on this list have direct contact with
> clients?...something a lot more informal where you actually meet or
> interface with your end-users?</snip>
>

As a consultant I classify clients into two groups:

* Internal clients
* External clients

Both are equally important and both require some kind of interaction.
When I work for a client that has hired me, I seldom have access to
their external clients. So my solution to this situation is to talk to
those who interface with them, namely, Sales, Marketing, and Product
Management. When I create documents for these external clients, I try
to format my documents similar to other software vendors. End users
like the familiar. I deviate only when the product is different enough
to require it. Of course packaging is always determined by the company's
image (look and feel).

Internal users are different. I work with team leaders and project
managers to determine what they would like to see. Then I minimize the
time I spend with the SMEs and the end users by creating mock-ups of the
documents. I find people will provide feedback if they don't have to
"imagine" what you are going to give them.

Hope this helps.

-Dianne Blake
Consultant, Writer, and Trainer
write-it -at- home -dot- com

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