Client Tip #5: Assign a Single Point of Contact Scott Manning April 7, 2003

One of the many factors that can quickly turn a job into the project from hell is by having different people give direction on the same subject. I've been involved in several of these projects and promised myself never to let it happen again.

A project of confusion
I had spent about eight months as the lead developer on a fairly complicated project. From the very beginning, I told the client that all information must be filtered through me. I would then talk with anyone on my side if needed. In return, they had a project manager that I was to talk with about anything concerning the project.

I attempted to keep a true development lifecycle by writing detailed specifications before everything started. I then made the client sign-off on everything before any development was started. There were, of course, some changes towards the end, but they were all dealt with in a manner where both sides were left satisfied.

Then the company's project manager went on maternity leave.

At first, there were no problems. The application was being used without a hitch and I didn't hear from the company. Then one day, I started getting emails from the president of the company. The president was new and I had never corresponded with him before. He was CCing people left and right and he began giving directions for changes to the application. Later, the people he had CC'd began throwing in their two cents until I had emails that contradicted each other.

I finally emailed everyone in as professional manner as I could:

You may be reading this email thinking, "This sounds like a reasonable request. Why would Scott be worried about this?" Well, very simply, I didn't specify anything in writing concerning a single point of contact on their side. It was "assumed". I had no idea how they would react. I still argue with people in my current workplace about needlessly CCing people on emails and how it causes confusion. Their response is that it's good to over communicate and we need to "keep people in the loop".

Luckily, the CEO replied with this email:

Don't think for a second that other companies will act as levelheaded as the previous example. Sure, the CEO understood my plight, but everyone else on the email had no qualms about continuing the trail of confusion. Even after this email, I received requests from other people in the company. I simply forwarded them to the new SPOC.

Confusing the client
Now let's flip it to the client's point of view. What could be more confusing and frustrating than a client who is contacted by several developers asking him questions about the same subject? What if it's a complicated question that could have multiple correct answers? God forbid the client gives different answers in the confusion.

Soon, the developers blame him for given mixed messages and the client gets fed up.

Avoid confusion - get it in writing
From now on, all of my projects will have a Single Point of Contact specified for my side and the client's side in writing from day one. I have added the following clause to my standard contract:

Previous Client Tips
Client Tip #1: Always have a contract
Client Tip #2: Always get a down payment
Client Tip #3: Save ALL correspondence
Client Tip #4: Stay in Touch