Tag Archives ⇒ clients

Facebook consulting explained

April 13, 2010
· Martin Kelley

Over the last year or so I’ve been asked to do an increas­ing amount of Face­book con­sult­ing. Most weeks I get a cou­ple of emails ask­ing for help and ask­ing how this sort of con­sult­ing works so I thought I’d explain my experience.

First off: Face­book is not all that hard. Putting a great-looking Face­book page up to sup­port your group, cause or school does­n’t require any pro­gram­ming. But it can be con­fus­ing, part­ly because Face­book is always in-process. They keep adapt­ing it and tweak­ing it. If you bought a book on Face­book cam­paign­ing a year ago, it would already be out of date.
My first job is to ask a few good ques­tions about what you want to do on Face­book and then set up the begin­nings of a site. I spend too much of my time already on Face­book but I also keep up with a lot of Face­book blogs and have recent copies of such won­der­ful tomes as “Face­book Mar­ket­ing for Dum­mies.” In most cas­es my job is to rec­om­mend a Face­book strat­e­gy based on best prac­tices and then to start up a Face­book Page for you. There are cer­tain flour­ish­es I can give, such as pick­ing a good icon or mak­ing a cus­tomized tab for first-time vis­i­tors. But the real val­ue of Face­book is clients shar­ing infor­ma­tion direct­ly with their audi­ence so my most impor­tant work is get­ting you excit­ed about doing it your­self. I’m real­ly just a cheer­leader for you.
I typ­i­cal­ly spend any­where from two to eight hours help­ing a client put togeth­er a Face­book page. If it looks like a project on the small end of the scale, I just charge the expect­ed amount upfront. I do keep track of my time: if we go over a lit­tle bit, I let it slide; if we still have a bit of a bal­ance then I’m there for ongo­ing ques­tions. Face­book con­sult­ing is not the core of my busi­ness but it can be a nice break from a big six-month devel­op­ment project and it’s helps with the cash­flow. I’m also a nat­u­ral­ly curi­ous fel­low so I like learn­ing a lit­tle bit about the kinds of things.

Bradley J Winkler LLC

March 29, 2010
· Martin Kelley

Bradley Winkler LLC Home RemodelingIn ear­ly Decem­ber 2009, I got a call from a prospec­tive client who want­ed me to build a web­site for her hus­band’s home improve­ment busi­ness. The catch? She want­ed it to be a sur­prise Christ­mas present! She start­ed col­lect­ing pic­tures from his clients and I went to work with a sim­ple but expand­able Word­Press site. Reports are that Brad was thrilled!
See it live: http://​www​.bradley​win​kler​.com/

Cleaning Services Guide, E‑Book

August 22, 2009
· Martin Kelley

Office Managers Guide to Best Cleaning ServiceA local client from Taber­na­cle in Burling­ton Coun­ty came to me with an inter­est­ing project. He’s owned a com­mer­cial clean­ing com­pa­ny for a num­ber of years and has heard his share of hor­ror sto­ries about the clean­ing ser­vices clients hired before find­ing him! This expe­ri­ence led him to write a PDF e‑book about how to hire the right clean­ing ser­vice. What a great idea and a what a use­ful book this is for small busi­ness own­ers.

The site’s on a bit of a bud­get so it’s a sim­ple design, with col­ors and gen­er­al look-and-feel bor­rowed from a site the client likes. Sim­ple edit­ing comes via Cushy­CMS. When cus­tomers click to buy, they are sent to Pay­pal for the actu­al trans­ac­tion and then for­ward­ed to E‑Junkie, which pro­vides the auto­mat­ed and inte­grat­ed PDF down­load.

Vis­it the site: Office Man­ager’s Guide to Hir­ing the Best Clean­ing Service

Floating on Clouds

April 26, 2008
· Martin Kelley

Last week­end I found myself with the sce­nario no solo web design­er wants to be faced with: a dead lap­top. It was eigh­teen months old and while it was from Hewlett Packard, a rep­utable com­pa­ny, it’s always had prob­lems over over­heat­ing. Like a lot of mod­ern lap­top mak­ers, HP tried to pack as much proces­sor pow­er as they could into a sleek design that would turn eyes on the store shelf. They actu­al­ly do offer some free repairs for a list of half a dozen mal­adies caused by over­heat­ing but not for my par­tic­u­lar symp­toms. When I have a free after­noon, a big pot of cof­fee and lots of music queued up I’ll give them a call and see if I can talk them into fix­ing it.

Once upon a time hav­ing a sud­den­ly dead com­put­er in the mid­dle of a bunch of big projects would have been dis­as­ter. But over the last few years I’ve been putting more and more of my data “in the cloud,” that is: with soft­ware ser­vices that store it for me.

Email in the Cloud

I used to be a die-hard Thun­der­bird fan. This is Fire­fox’s cousin, a great email client. I would take such great care trans­fer­ring years of emails every time I switched machines and I spent hours build­ing huge nest­ed list of fold­ers to orga­nize archived mes­sages. About a year ago Thun­der­bird ate about three months of recent mes­sages, some quite cru­cial. At that time I start­ed using Google’s Gmail as back­up. I set Gmail to pick up mail on my POP serv­er and leave it there with­out delet­ing it. I set Thun­der­bird to leave it there for week. The result was that both mes­sages would be picked up by both services.

After becom­ing famil­iar with Gmail I start­ed using it more and more. I love that it does­n’t have fold­ers: you sim­ple put all emails into a sin­gle “Archive” and let Google’s search func­tion find them when you need them​.You can set up fil­ters, which act as saved search­es, and I have these set up for active clients.

Why I’m hap­py now: I can log into Gmail from any machine any­where. No recent emails are lost on my old machine.

Project Man­age­ment in the Cloud

I use the fab­u­lous Remem­ber the Milk (RTM) to keep track of projects and crit­i­cal to-do items. Like Gmail I can access it from any com­put­er. While mess­ing around set­ting up back­up com­put­ers has set me back about ten days, I still know what I need to do and when I need to do it. I can review it and give clients renewed timelines.

An addi­tion­al advan­tage to using Remem­ber the Milk and Gmail togeth­er is the abil­i­ty to link to emails. Every email in Gmail gets its own URL and every saved “fil­ter” search gets its own URL. If there’s an email I want to act on in two weeks, I set up a Remem­ber the Mail task. Each task has a option­al field for URLs so I put the the email’s Gmail URL in there and archive the email so I don’t have to think about it (part of the Get­ting Things Done strat­e­gy). Two weeks lat­er RTM tells me it’s time to act on that email and I fol­low the link direct­ly there, do what­ev­er action I need to do and mark it com­plete in RTM.

Project Notes in the Cloud

I long ago start­ed keep­ing notes for indi­vid­ual projects in the most excel­lent Back­pack ser­vice. You can store notes, emails, pic­tures and just about any­thing in Back­pack and have it avail­able from any com­put­er. You can eas­i­ly share notes with oth­ers, a fea­ture I fre­quent­ly use to cre­ate client cheat­sheets for using the sites I’ve built. Now that I use Gmail and it’s URL fea­ture, I put a link to the clien­t’s Gmail his­to­ry right on top of each page. Very cool!

Anoth­er life saver is that I splurge for the upgrad­ed account that gives me secure serv­er access and I keep my pass­word lists in Back­pack. There’s a slight secu­ri­ty risk but it’s prob­a­bly small­er than keep­ing it on a lap­top that could be swiped out of my bag. And right now I can log into all of my ser­vices from a new machine. 

Keep­ing the Mon­ey Flow­ing from Clouds

The lat­est Web 2.0 love of my life is Fresh­books, a ser­vice that keeps track of your clients, your hours and puts togeth­er great invoic­es you can mail to them. I’m so much more pro­fes­sion­al because of them (no more hand writ­ten invoic­es in Word!) and when it’s billing time I can quick­ly see how many unbilled hours I’ve worked on each project and bang!-bang!-band! send the invoic­es right out. Because the data is online, I was able to bill a client despite the dead com­put­er, pro­vid­ing my exact hours, a detailed list of what I had done, etc.

Oth­ers

Cal­en­dar: I always go back and forth between lov­ing Google Cal­en­dar and the cal­en­dar built into Back­pack. Because I can nev­er make up my mind I’ve used ICal feeds to cross-link them so they’re both synced to one anoth­er. I can now use whichev­er is most con­ve­nient (or whichev­er I’m more in the mood to use!) to add and review entries.

Pho­tos: Most of the pho­tos I’ve tak­en over the past four years are still sit­ting on my dead lap­top wait­ing for me to find a way to get them off of the hard dri­ve. As trag­ic as it would be to loose them, 903 of my favorite pho­tos are stored on my Flickr account. And because I emailed most of them to Flickr via Gmail most of those are also stored on Gmail. I will do every­thing I can to get those lost pho­tos but the worst case sce­nario is that I will be stuck with “only” those 900.

Your Exam­ples?

I’d love to hear how oth­ers are using “the cloud” as real-time backup.

On pricing philosophy

April 16, 2007
· Martin Kelley

Via 37Signal’s Sig­nals vs. Noise blog I came across a fas­ci­nat­ing post writ­ten by Bri­an Fling of Blue last year on pric­ing a project. I’d like to talk about it and to explain my own phi­los­o­phy. First a extend­ed quote from Brian:

I find it fun­ny… in a sad sort of way, that we often
start out our part­ner­ship with bluff­ing, no one say­ing what they are
real­ly think­ing… how much they are will­ing to pay and how much it
should cost… Though every book I’ve read on the top­ic of pric­ing says
to nev­er ever ball­park, I have a ten­den­cy to do so. If they can’t
dis­close the bud­get I typ­i­cal­ly try to start throw­ing a few numbers
from pre­vi­ous projects to help gauge the scope of what we are talking
about, call it a good faith effort to start the dis­cus­sion… While this
is very awk­ward part of the dis­cus­sion it is almost always fol­lowed by
can­dor. It’s as if once some­one starts telling the truth, it opens a
door that can’t be closed.

I com­plete­ly agree that can­dor is the only way to work with clients.
Maybe it’s the Quak­er influ­ence: we report­ed­ly pio­neered fixed pricing
back when every­one hag­gled, with the phi­los­o­phy that charg­ing true
costs were the only hon­est way of doing busi­ness. My offi­cial rates and con­tact page includes my list of “typ­i­cal costs” — essen­tial­ly these are the “ball­park esti­mates” that Bri­an talks about.

When I put togeth­er esti­mates I base it on my best-guess informed
esti­mates. I start by tab­u­lat­ing the clien­t’s request­ed fea­tures and
deter­min­ing how I’ll achieve them. I then esti­mate how long it will
take me to imple­ment each fea­ture and use that to deter­mine a
first-guess for project cost. I then com­pare it to past projects, to
make sure I’m being real­is­tic. I know myself well enough to know I
always want to under­es­ti­mate costs – I usu­al­ly like the project and want
to make it afford­able to clients! – so I do force myself a real­i­ty check
that usu­al­ly ends up adding a few hours to the estimate. 

When I put togeth­er my offi­cial esti­mate I try to guess where
poten­tial bot­tle­necks might hap­pen. Some­times these are technical
issues and some­thing they’re more social. For exam­ple, a client might
be very par­tic­u­lar about the design and the back-and-forth can take
longer than expect­ed. If I think any­thing like this might hap­pen I
men­tion it in the esti­mate. Some­times as we work through the details of
a fea­ture I’ll learn that the client wants some enhance­ment that we
had­n’t talked about pre­vi­ous­ly and which I did­n’t fac­tor into the
estimate.

When I do see a par­tic­u­lar part of the work tak­ing longer than
expect­ed I flag it with the client. I try to keep them informed that
this will add to total costs. In many cas­es, clients have been hap­py to
go with the extra work: I sim­ply want to make sure that we both are
aware that the esti­mate is chang­ing before the work happens. 

I charge by the hour rather than on a per-project basis since I find
it to be a much more open busi­ness mod­el. Bri­an Fling’s post agrees:

The prob­lem [with per-project billing is that] one way
or anoth­er some­body los­es, either the client pays too much, meaning
pay­ing more than it’s mar­ket val­ue, or the ven­dor eats into their
prof­it… One ben­e­fits to hourly billing is the client is respon­si­ble for
increas­es of scope, pro­tect­ing the ven­dor and the cus­tomer. If the
project is com­plet­ed ear­ly the client pays less, pro­tect­ing the client.
This puts the onus on both par­ties to com­mu­ni­cate reg­u­lar­ly and work
more effectively.

I have very lit­tle over­head: a home office, lap­top and DSL.
This means my rates are very com­pet­i­tive (one client described it as
“less than plumbers and elec­tri­cians charge, more than the kid who mows
the lawn”). Being very care­ful with esti­mates mean that I often
com­mu­ni­cate a lot with clients before I “start the clock.” I’ve often
worked with them a few hours before the esti­mate is in and we’re moving
for­ward and of course some of this un-billed work does­n’t result in a
job.

Putting togeth­er fab­u­lous web­sites is fun work. It’s very much a
back-and-forth process with clients, and it’s often impos­si­ble to know
just what the site will look like and just how it will work until the
site actu­al­ly launch­es. Half of my clien­tele have nev­er had websites
before, mak­ing the work even more inter­est­ing! It’s my professional
respon­si­bil­i­ty to make sure I work with clients to fore­see costs, dream
big, but most of all to be open and hon­est about costs as the process
unfolds.

SEO Myths II: Content Content Content, the Secret to SEO

February 27, 2007
· Martin Kelley

When­ev­er
I talk with fel­low web design­ers, the issue of “SEO” invari­ably comes
up. That’s techie slang for “search engine opti­miza­tion,” of course,
that black sci­ence of mak­ing sure Google lists your site high­er than
your com­peti­tors. Over the years a small army of shady char­ac­ters have
tried to game the search engine results.

I’ve always thought such tricks were pathet­ic and bound to lose over
the long term. Search engines want to fea­ture good sites. It’s in their
best inter­est to make sure the sites list­ed are the ones peo­ple want to
see. A search engine that returns unsat­is­fac­to­ry results quickly
becomes a has-been in the search engine com­pe­ti­tion. So as soon as a
site such as Google notices some new SEO trick is skew­ing the rank­ings they tweak their secret search algo­rithm to fix the SEO loop­hole.

Just Give Google the Content It Loves

In the­o­ry it’s easy to make Google, Yahoo, MSN and
the oth­er big search engines hap­py: give poten­tial vis­i­tors site
they’ll want to vis­it. For­get the tricks and spend your time putting
togeth­er an amaz­ing site. Search engines like text, so write, write,
write. 

I’m look­ing to join a web design house, which means I’ve been
inter­view­ing with slick web devel­op­ers late­ly and when­ev­er they ask me
the best way to increase SEO for their
clients, I tell them to start a blog. They look at me like I’m an idiot
but it’s absolute­ly true: two blog posts a week will end up being over
100 pages of pure con­tent. All of these sites full of Flash animation
get you nowhere with Google.

Just a note that any kind of text-rich web sys­tem can achieve many
of the same results – blogs are just the eas­i­est way yet to get content
on your site.

Presenting What You Already Have: Blog your Water Cooler Chat

When I talk to peo­ple about start­ing a cor­po­rate blog they quickly
start telling me how much work it will be. Bah and Hum­bug – your
com­pa­ny’s life is prob­a­bly already filled with blog­gable material! 

I used to work in a book­store where I did most of the customer
ser­vice, much of it by email. About two or three times a week I’d get a
par­tic­u­lar­ly intrigu­ing query and would spend a lit­tle time researching
an answer (most­ly by look­ing through the index­es of our books and
search­ing the arcane sites of our niche). This research did­n’t always
pan out to a book sale, but it marked our book­store as a place to get
answers and gave us a com­pet­i­tive advan­tage over Ama­zon and its ilk.
Each of my email answers could have eas­i­ly been refor­mat­ted to become a
blog post. By the end of a year, I’m sure the vol­ume com­ing from these
obscure search­es would be quite high (see yes­ter­day’s Long Tail Strategy
post on the Hit­Tail blog for an account of how atten­tion to search
engine’s one-hit-wonders helped achieve a wide­spread key­word dominance).

When­ev­er some­thing new hap­pens that breaks you out of your routine,
think about whether it’s blog­gable. At the book­store, a new book would
come in and we’d spend ten min­utes talk­ing about it. That conversation
reached half-a-dozen peo­ple at most. In that same ten min­utes we could
have writ­ten up a blog post say­ing much the same thing.

Last Spring a con­tro­ver­sial arti­cle appeared in the local newspaper
that tan­gen­tial­ly involved my employ­er. That morn­ing my workmates
gath­ered togeth­er in the recep­tion area for the bet­ter part of an hour
trad­ing opin­ions and wise­cracks. After about five min­utes of this, I
slipped back to my office and wrote my opin­ions and wise­cracks down
into my blog. I hit post and came back to the recep­tion area – to find my
work­mates still blath­er­ing on, natch. My post reached hun­dreds and took
no more time out of the work day than the recep­tion pontifications.

Humans are social ani­mals. We’re always blog­ging. It’s just that
most of the time we’re doing it ver­bal­ly around the water cool­er with
three oth­er peo­ple. Learn to type it in and you’ve got your­self a
high-volume blog that will add invalu­able con­tent and SEO mag­ic to your site.

Mix up your content: Tag Your Site

Last­ly, a point to web­mas­ters: it usu­al­ly pays to think about ways
to re-package your con­tent. My most recent­ly expe­ri­ence of this was
tag­i­fy­ing my per­son­al blog over at “Quak​er​Ran​ter​.org.” Every time I
post there a Mov­able Type plu­g­in fish­es out the key words in the
arti­cle and lists them after­wards as tags. These tags are all linked in
such a way that results send the term through the site’s search engine
to give back an on-the-fly index page of all the posts where I’ve used
that term.

Tags are like cat­e­gories except they pick up every­thing we talk
about (when we use them aggres­sive­ly at least, and espe­cial­ly when we
auto­mate them). We don’t nec­es­sar­i­ly know the cat­e­gories that our
poten­tial audi­ence might be search­ing for and tag­i­fy­ing our sites
increas­es our key­word out­reach expo­nen­tial­ly. My per­son­al blog has 239
entries but 3,860 pages accord­ing to Google.
It’s the parsed out and re-packaged con­tent that accounts for all of
this extra vol­ume. This does­n’t increase traf­fic by that near­ly that
much, but last month about 30% of my Google vis­its came from these tag
index­es. More on the mechan­ics of this on my post about the tag­ging.