What’s your Internet like? (Hint for dealing with clients)
Ben Terrett of Noisy Decent Graphics has written a list of things that describe what “his Internet” is like. From an encounter with a technologically-challenged executive comes an inspiring exercise to get everyone on the same page first.
…I thought it might be a nice idea to get everyone to describe ‘their internet’ at the first meeting of any new client. Like they do at school when the new kids arrive mid term. Get everyone up to the same level. That way, everyone would know the ‘level’ of everyone else and there would be no clangers later on.
The list is not only informative, it’s also prescriptive (in a sort of passive-agressive way!). It addresses the little things clients don’t really take into consideration when they describe what they want for their websites. But the thing is, you’re the expert, so grab the opportunity to teach what thoughtful and usable design is. Some of my personal favorites from the list:
- Not using Flash for anything other than videos
- Giving simplicty and clarity top priority
- Not reinventing the wheel
You may not agree with everything on Ben’s list, but the idea is not just to yell at your client for “not getting it”, but to explain why you’re doing “it” that way. It strengthens the relationship you have with your client, and ensures clear communication pathways in between.
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‘but the idea is not just to yell at your client for “not getting it”’
This is an excellent point. Talking down to the client gets nothing done; working with the client to explain solutions and reasons gets things done.
Great idea with the list! I’ll be sure to try it.
By Tim Jahn on October 22, 2008 2:30 am
The story I was told, that in the old days before the IBM PC nearly sunk the IBM company, IBM marketing would never discuss business with anyone below the level of VP, and especially not with technical people before the contract was in force. The reason was supposedly to play to the business angles that the VP understood, without having to answer technical issues or problems.
In college my Systems professor claimed that IBM coined the term “feature” — a bug we don’t intend to fix.
The word back in the day, 30 years ago or so, was that the first machine that challenged IBM’s corner on business computing, was the IBM PC. The PC was too cheap to bother the VP, and IBM was weak on marketing the technical aspects. Plus, many customers found those BASIC-in-ROM, single or dual floppy drive PC’s did everything the big mainframe with dedicated operators and service contracts did. And without the tech disconnect of IBM marketing.
My point? That customers doing business without being tech savvy, need to be aware they need that tech support when the marketers come avisiting.
By Brad K. on May 25, 2011 7:34 am