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Introduction

    Iteracy

    Kat Smith      &       Mat Connolley




                       In defence of clients
In defence of clients
Clients are accused of:
    
        Ruining good designs
    
        Asking for the impossible
    
        Frequently changing their minds
    
        Not allowing enough time for development
    
        Adding new functionality at the 11th hour
    
        Expecting support for anything to do with IT




                                In defence of clients
Why do they act this way?

    Project planning is abstract

    Terminology is confusing

    Not sure what to expect

    No previous experience...

    … or had previous bad experience

    Unwilling participant

    Only interested in results




                            In defence of clients
Result:

    Feel vulnerable

    Frustrated

    Anxious

    Not in control

    Defensive

    Aggressive

    Need to take a leap of faith




                            In defence of clients
We're all clients

    Including being IT clients

    We're (mostly!) all reasonable

    We know how bad customer service feels

    Want to feel they are on our side

    Want our own knowledge / experience valued

    All about communication at all stages




                            In defence of clients
Summary

    Remember they're human!

    Be friendly, honest and helpful

    We would love to learn from and work with other
    people who have this attitude :)




                           In defence of clients
www.iteracy.com
   @iteracy

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In defence of clients

  • 1. Introduction  Iteracy  Kat Smith & Mat Connolley In defence of clients
  • 2. In defence of clients Clients are accused of:  Ruining good designs  Asking for the impossible  Frequently changing their minds  Not allowing enough time for development  Adding new functionality at the 11th hour  Expecting support for anything to do with IT In defence of clients
  • 3. Why do they act this way?  Project planning is abstract  Terminology is confusing  Not sure what to expect  No previous experience...  … or had previous bad experience  Unwilling participant  Only interested in results In defence of clients
  • 4. Result:  Feel vulnerable  Frustrated  Anxious  Not in control  Defensive  Aggressive  Need to take a leap of faith In defence of clients
  • 5. We're all clients  Including being IT clients  We're (mostly!) all reasonable  We know how bad customer service feels  Want to feel they are on our side  Want our own knowledge / experience valued  All about communication at all stages In defence of clients
  • 6. Summary  Remember they're human!  Be friendly, honest and helpful  We would love to learn from and work with other people who have this attitude :) In defence of clients
  • 7. www.iteracy.com @iteracy