Working with Tech ConsultantsWith Tim Forbes, PICnetJuly 14, 2016
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Presenters
Assisting with chat: Susan Hope Bard, TechSoup
Becky WiegandWebinar Program Manager
TechSoup
Tim ForbesVP of Products and Marketing
PICnet
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Learning Objectives
1. Gain a better grasp of key terminology when working with consultants.2. Understand the stages and decision points of a hypothetical technology
project and apply examples to your own technology contracts.3. Come away with considerations for each stage to bring back to your
staff, board, and stakeholders to help improve your project outcomes.4. Leave with sample RFPs and a glossary of terms to reference.
6
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Soapbox Engage www.soapboxengage.com
Poll Questions● What type of technology project is your organization about to
undertake? (website, hardware, database development, etc)● Are you currently engaged with a technology consultant for
your project or are you searching?● What worries you most about your project? (cost overruns,
results won’t match goals, limited budget, finding the right consultant, etc.)
Working with Tech ConsultantsOr, What to Expect When You’re Expecting a Tech Project
Soapbox Engage www.soapboxengage.com
Soapbox Engage www.soapboxengage.com
Tim ForbesVP of Products and MarketingFormer nonprofit accidental [email protected](202) 585-0270@timothyforbesCreators of Soapbox Engage
Soapbox Engage www.soapboxengage.com
Online engagement tools for changemakers
Soapbox Engage www.soapboxengage.com
What We’ll Cover● Tips on developing a successful request for proposal (RFP)● Determining what should be included in your scope of work
(SOW)● Understanding the lingo in any service level agreement (SLA)● Do you need that long-term maintenance contract?● Know what all of the above terms mean with a tech lingo cheat
sheet!
Soapbox Engage www.soapboxengage.com
How We’ll Cover It● In the least boring way we know how - through story
Soapbox Engage www.soapboxengage.com
How We’ll Cover It● In the least boring way we know how - through story● Informed by 15+ years in nonprofit tech consulting
Soapbox Engage www.soapboxengage.com
How We’ll Cover It● In the least boring way we know how - through story● Informed by 15+ years in nonprofit tech consulting● Get real and get specific by sharing actual
experiences...
Soapbox Engage www.soapboxengage.com
How We’ll Cover It● In the least boring way we know how - through story● Informed by 15+ years in nonprofit tech consulting● Get real and get specific by sharing actual
experiences...with names changed to protect the (not so???) innocent
Soapbox Engage www.soapboxengage.com
How We’ll Cover It● In the least boring way we know how - through story● Informed by 15+ years in nonprofit tech consulting● Get real and get specific by sharing actual
experiences...with names changed to protect the (not so???) innocent
● We’ll break down...the expectation, the reality, and the analysis of the story of a tech project
Soapbox Engage www.soapboxengage.com
Meet Your ProtagonistPhil Penn GwynnNonprofit Accidental Techie
Soapbox Engage www.soapboxengage.com
The BeginningSomeorg Someorg.orgWe're a small D.C. nonprofit in need of a new website as well as a staff person to manage that website
Soapbox Engage www.soapboxengage.com
The BeginningSomeorg Someorg.orgWe're a small D.C. nonprofit in need of a new website as well as a staff person to manage that website
Somephil Phil Penn GwynnPromoted from Intern @Someorg.org to Webmaster today when org learned that I am only one with Snapchat account, assuming that makes me most technically savvy
Soapbox Engage www.soapboxengage.com
The BeginningSomeorg Someorg.orgWe're a small D.C. nonprofit in need of a new website as well as a staff person to manage that website
Somephil Phil Penn GwynnPromoted from Intern @Someorg.org to Webmaster today when org learned that I am only one with Snapchat account, assuming that makes me most technically savvy
Somephil Phil Penn GwynnIn charge of new web project. Yikes!!! Where to start?!?
Soapbox Engage www.soapboxengage.com
What to Expect: Phases of a Project1. Planning & Contracting
2. Discovery3. Design4. Development5. Content Population6. Quality Assurance7. Launch8. Support
Soapbox Engage www.soapboxengage.com
Planning & Contracting1. Clarify project goals2. Determine budget3. Identify audiences4. Inventory content on current site5. Create your Request For Proposal6. Choose a consultant7. Draft a Scope of Work8. Enter into a contract
Soapbox Engage www.soapboxengage.com
Planning & ContractingNotEasyGreen Kermit the Frog, Board President@SomePhil I heard we need an RFP. What’s an RFP?
Soapbox Engage www.soapboxengage.com
Planning & ContractingRequest for Proposal:A request for proposal (RFP) is a document that an organization posts to elicit bids from potential vendors for a desired IT solution. The RFP specifies what the customer is looking for and establishes evaluation criteria for assessing proposals.
via TechTarget
Soapbox Engage www.soapboxengage.com
Planning & ContractingFoo-Foo Ms. Piggy, Executive Director@SomePhil The RFP is the RFP. Either the consultant can deliver everything in it or they can’t.
Soapbox Engage www.soapboxengage.com
Planning & Contracting1. A Request for Proposal is an invitation to a
discussion2. It articulates your goals for the tech project and
how it fits within the larger mission of your organization
3. Discussions with consultants help further clarify your goals, define their expertise, and determine the best path to success - often balancing goals, timeline, and budget
Soapbox Engage www.soapboxengage.com
Planning & ContractingNotEasyGreen Kermit the Frog, Board President@SomePhil I know this firm that has worked with Fortune 500 companies. Hire ‘em! We want only the best!
Soapbox Engage www.soapboxengage.com
Planning & Contracting1. Fit matters when choosing a consultant. Seek one
that aligns well with your organization, its values, its culture, and its goals.
2. Learn what experience a consultant has with similar organizations and similar projects
3. Request references and contact them
Soapbox Engage www.soapboxengage.com
Planning & ContractingFoo-Foo Ms. Piggy, Executive Director@SomePhil We don’t have a budget. Just find the best deal and we’ll include it in next year’s budget.
Soapbox Engage www.soapboxengage.com
Planning & Contracting1. Articulating a budget will help successfully define
the scope of work and overall project strategy2. Being transparent about funding status frames
expectations on both sides
Soapbox Engage www.soapboxengage.com
Planning & ContractingFoo-Foo Ms. Piggy, Executive Director@SomePhil Remember, we are a consensus-driven organization. Everyone on staff needs to be involved in discussions and decisions about the site - and the board, too! Good luck!
Soapbox Engage www.soapboxengage.com
Planning & Contracting1. Identify project participants and define roles early
in the process2. Clarify specific decision points participants will be
involved in3. Identify internal project manager who will serve as
main point of contact with the consultant
Soapbox Engage www.soapboxengage.com
Planning & ContractingSciRulz Bunson Honeydew, Marketing Director@SomePhil I haven't looked at the site in months and don't know what content is there but I know it's not what we want at all!
Soapbox Engage www.soapboxengage.com
Planning & ContractingDo your homework ahead of time. As much as possible, identify your audiences and their needs and inventory your current site.
Soapbox Engage www.soapboxengage.com
Planning & ContractingNotEasyGreen Kermit the Frog, Board President@SomePhil We need a forum on the site! Every serious website has one!
Soapbox Engage www.soapboxengage.com
Planning & Contracting1. In internal conversations, focus on OUTCOMES
rather than specific tools2. Three little letters to drive all internal technology
project discussions: W-H-Y-?
Soapbox Engage www.soapboxengage.com
Planning & ContractingNotEasyGreen Kermit the Frog, Board President@SomePhil The RFP stipulated the site should look great in Netscape. We talked specifically about it in meetings with the consultant. I don’t care if it’s not in the actual contract! That’s just techie-speak anyway!
Soapbox Engage www.soapboxengage.com
Planning & ContractingScope of Work:The Scope of Work (SOW) is a formal agreement document that specifies all the criteria of a contract between a service provider (vendor) and the customer. It clearly documents the project requirements, milestones, deliverables, end products, documents and reports that are expected to be provided by the vendor.
via UDEMY
Soapbox Engage www.soapboxengage.com
Planning & Contracting1. The Scope of Work defines the contract
deliverables and is the finalized end product of the discussion started with the RFP
2. User stories can bridge the language barrier between goals and techie speak
Sample format: As a ________, I want to be able to ________ so that _________.
Soapbox Engage www.soapboxengage.com
Discovery1. Consultant learns about your organization2. Consultant understands your audience3. Draft and finalize site map that defines overall site
navigation and functions as a checklist for content to be written
4. Draft and finalize wirefame that identifies key elements on pages
Soapbox Engage www.soapboxengage.com
DiscoveryFoo-Foo Ms. Piggy, Executive Director@SomePhil All five staff and board members completed the design and discovery questionnaire the firm sent, yielding seven different opinions! The more the better, right? LOL
Soapbox Engage www.soapboxengage.com
DiscoveryClarify goals and priorities for the project so you can speak with one voice as an organization to your consultant
Soapbox Engage www.soapboxengage.com
DiscoveryNotEasyGreen Kermit the Frog, Board President@SomePhil It is important to demonstrate our commitment to our Spanish-speaking clients. The whole site needs to be in Spanish as well as English.
Soapbox Engage www.soapboxengage.com
DiscoveryAssess your internal capabilities for maintaining what is being built and account for this in the discovery process
Soapbox Engage www.soapboxengage.com
Design1. Draft design mockups2. Revise mockups, based on feedback3. Finalize design mockups
Soapbox Engage www.soapboxengage.com
DesignSciRulz Bunson Honeydew, Marketing Director@SomePhil I don’t care how hard it will be to update. We need to have GREAT design that’s really eye catching with a lot of images and catchy stuff unique to each page. We can hire someone with advanced HTML experience to update later on, if we need to. We can’t let that hold back a great design!
Soapbox Engage www.soapboxengage.com
Design1. Discuss balance of design complexity vs. ease of
updating with your consultant2. Plan for the staff you have, not for the staff you
might get
Soapbox Engage www.soapboxengage.com
DesignSciRulz Bunson Honeydew, Marketing Director@SomePhil I want the Apple.com site design! It's great!
Soapbox Engage www.soapboxengage.com
DesignAim for a design that supports your organization’s mission and message
Soapbox Engage www.soapboxengage.com
DesignNotEasyGreen Kermit the Frog, Board President@SomePhil We’re not happy with the design. Can the designer make it more beautiful? It should be more outside of the box, too.
Soapbox Engage www.soapboxengage.com
DesignBe as specific as you can when giving feedback to your consultant
Soapbox Engage www.soapboxengage.com
DesignSciRulz Bunson Honeydew, Marketing Director@SomePhil We’re doing a complete rebranding effort with a communications firm that is providing pro bono work. That won’t affect the website redesign process, right?
Soapbox Engage www.soapboxengage.com
DesignBe aware of the larger organizational context and communicate that to your consultant, as appropriate
Soapbox Engage www.soapboxengage.com
Development1. Create development site2. Build site structure, as per approved site map and
wireframe3. Develop template for site based on finalized design
mockup4. Content creation, gathering and editing5. Search engine optimization6. Custom development coding
Soapbox Engage www.soapboxengage.com
DevelopmentWakaWaka Fozzie Bear, Project Manager@SomePhil Great news! We’ve finished the design mockups based on our earlier discussions and templated the site. I know this will be the first time you’ve seen any of the design work but it should be exactly what you wanted. We’ll be ready to launch soon!
Soapbox Engage www.soapboxengage.com
DevelopmentClarify the review and sign off process for the phases of the project with your firm
Soapbox Engage www.soapboxengage.com
DevelopmentFoo-Foo Ms. Piggy, Executive Director@SomePhil I just saw the site design for the first time. This is all wrong! This will not work! It MUST be redone.
Soapbox Engage www.soapboxengage.com
DevelopmentGet organizational buy in and involvement from key stakeholders and decision makers for major decision points
Soapbox Engage www.soapboxengage.com
DevelopmentNotEasyGreen Kermit the Frog, Board President@SomePhil Hey, we need a searchable map of all of the meal service locations in the Washington D.C. area - and an integrated shopping cart. A friend’s organization has a site with those things and they said they were easy. Let’s add that! But we need to keep the same launch date!
Soapbox Engage www.soapboxengage.com
Development1. More functionality means more time and more
money2. Phased projects can be successful projects
Soapbox Engage www.soapboxengage.com
Content Population1. Conduct training on content management system2. Upload content to development site
Soapbox Engage www.soapboxengage.com
Content PopulationFoo-Foo Ms. Piggy, Executive Director@SomePhil It's been a month since our training. When will the development firm be done populating our content so we can launch?
Soapbox Engage www.soapboxengage.com
Content Population1. Clarify role and responsibilities for content
population with your consultant in Scope of Work2. For entire project...clarify expectations with respect
to frequency and method of communication
Soapbox Engage www.soapboxengage.com
Quality Assurance1. Review design2. Test functionality3. Prioritize and fix bugs4. Conduct final check
Soapbox Engage www.soapboxengage.com
Quality AssuranceWakaWaka Fozzie Bear, Project Manager@SomePhil The site’s all done. Our guys just finished coding before lunch! Let’s launch at the end of the day, okay?
Soapbox Engage www.soapboxengage.com
Quality Assurance1. Participate in the quality assurance and testing
process
Soapbox Engage www.soapboxengage.com
Launch1. Coordinate timing of launch2. Launch site
Soapbox Engage www.soapboxengage.com
LaunchSciRulz Bunson Honeydew, Marketing Director@SomePhil I know I haven’t finished updating those pages you asked about and that I’ve been ignoring calls and emails from our Project Manager at the development firm but we need to launch soon. Like, today by 3 pm. We’ve got a big press conference at 4 pm and we need the new site up.
Soapbox Engage www.soapboxengage.com
Launch1. Manage internal expectations and timeline2. Keep in touch with your consultant - even if it’s to
say you have nothing new to report
Soapbox Engage www.soapboxengage.com
LaunchFoo-Foo Ms. Piggy, Executive Director@SomePhil Great to hear that site is up! Now, where do I login to access our new email for the site. My sister sent me a couple of congratulatory emails using our new domain name and I want to respond. All websites come with email, right?
Soapbox Engage www.soapboxengage.com
Launch1. Understand how your website relates to other
services your organization has2. Don’t assume something not committed to in the
Scope of Work
Soapbox Engage www.soapboxengage.com
Support1. Host and monitor site2. Respond to questions and issues3. Provide a knowledge base for self-learning4. Update code, as needed and allowed for in service
level agreement
Soapbox Engage www.soapboxengage.com
SupportWakaWaka Fozzie Bear, Project Manager@SomePhil Update content? Oh, I’m sorry but you’re not able to make those text changes to the About Us page. We do that on ours as your web services provider. That will take one to two weeks once you send us the text and we charge $150 per page. Uploading the image you mentioned will be extra.
Soapbox Engage www.soapboxengage.com
SupportUnderstand the capabilities and limitations of your new technology and the nature of the support relationship with your consultant, if there is one
Soapbox Engage www.soapboxengage.com
SupportKey factors that define that ongoing relationship:1. Term of service2. First response vs. time to solution3. Copyright: who owns what?4. Privacy: what happens with your data?5. Termination
Soapbox Engage www.soapboxengage.com
SupportBeatDrum Animal, Marketing Manager@SomePhil Thanks for warm welcome to the new job! It looks like our website could use some updating. I’ve got some great ideas for that. I think we need a complete overhaul. Let's talk!
Soapbox Engage www.soapboxengage.com
SupportChoose a firm that will be around in the long run and who can help your tech solution grow with the changing needs of your organization
Soapbox Engage www.soapboxengage.com
Questions and Answers
Additional ResourcesGlossary of Terms: www.soapboxengage.com/wte-glossary RFP Template: https://aspirationtech.org/training/workflow/templates/rfpSample RFPs: http://www.techsoup.org/support/articles-and-how-tos/rfp-libraryNonprofit Services: https://aspirationtech.org/services/nonprofit/strategic
Tim [email protected] / (202) 585-0270 / @timothyforbes
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Additional Resources
• Glossary of Terms • RFP Templates• Sample RFPs• Nonprofit Services• IT Services• What Every Organization Needs in Its IT Consulting Contract• How to Choose and Work with Technology Consultants• When to Use Consultants• Managing a Consultant• Choosing the Right Consultant• An Overview of the RFP Process for Nonprofits, Charities, and Libraries
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