1. Chapter 5 – The Client

2. Definition of the Client n Differences between Internal and External Clients

3. The Client Education Process n Your Client’s Point of view n Research n Ask Questions

4. The Client Education Process n Setting Clear Expectations n Deliverables n Approvals n Policies n Writing Contact Reports

5. The Client Education Process n Getting “Buy-in” n Overall Cost Savings n Better Results n Explaining Technical Issues to Client n Budgeting Communicating into Budget

6. Communication Throughout the Project n Legal Communications n Letter of Agreement n Non-Disclosure Agreement n Contracts n Project Communications n Assumptions n Scope and Cost n The Iterative Approach: Compromise n The Approvals Document n Conducting Effective Reviews

7. Giving the Project Back n When to Hand the Project Back n Success Metrics n Site traffic, brand awareness… n Handling Maintenance Requests