Client Criteria

When selecting your potential clients, keep in mind that the ultimate success of your team's project is inextricably tied to the appropriateness of your potential clients. Also, remember that the clients' needs should be serviceable within the time and resource constraints of the project: you should not commit to creating a web page from scratch for your client. Rather, your target documents will be a usability report and user guide which detail the usability of a particular operation of your product/program and explain how to perform that operation.

Choosing Potential Clients

Because this project asks you to work as a consultant, you will need to choose a client that complements the project's goals. The following general criteria should help you to begin selecting a client, but you also should consult the client criteria section below.

Organizational Concerns

Potential clients should be. . .

• non-profit organizations or small businesses

• able to benefit from your product/program

• interested in our services

Accessibility Concerns

Potential clients should be. . .

• willing to be interviewed and observed as part of your team's research

• ideally, be in locations accessible to all team members

• amenable to continuous communication with your team for the duration of the project

Client Criteria

In addition to meeting the general criteria listed above, a potential client should be:

• very accessible--in terms of both time and, ideally, location--so that you can become familiar with the context and maintain communication throughout the project

• potentially interesting to all team members

Client Introduction and Checklist

This introductory information and checklist of participation requirements for clients should aid you in selecting your client for the Usability Study and User Documentation Project.

• Client Introduction and Checklist
  

Ethical Guidelines for Conducting an Interview with a Client

1. Request an interview in advance. Explain why you want the interview, how long it will take, and what you hope to accomplish. Be professional with this request and formal with all subsequent interaction so that the client knows you are conducting research and not just “chatting.”
2. Come prepared with a list of written questions. It’s usually a good idea to give clients some questions in advance so that they can be prepared.
3. If you wish to tape the interview, you must ask permission first.
4. Take notes during the interview, even if you use a tape recorder. Your notes will help refresh your memory when you don't have tune to review the entire tape; they can also help you identify the most important points of discussion. Because give-and-take is important, it’s often a good idea to have two people on the interviewing team present; one to take notes, one to conduct the interview.
5. Be flexible. Don't try to make the person you are interviewing answer all your prepared questions if he or she doesn't find some of them appropriate or interesting. If your interviewee shows more interest in a question than you had anticipated or wants to discuss a related issue, just accept this change in plans and return to your list of questions when appropriate.
6. Try a variety of questioning techniques. People are sometimes unable or unwilling to answer direct questions. So try rephrasing questions. Be more general or specific, depending upon what you think your client will respond to well.
7. If you transcribe the interview and use it for any other purpose, you should give the client the option to review a transcript and the option to revise where necessary. Under no circumstances should you publish (to the Web or elsewhere) an interview with the client without the client’s consent. (In journalist interviews, that permission is normally granted implicitly; good journalists, though, will often take the time to confirm quotations.)

Adapted from Lisa Ede’s Work in Progress, 4 th Edition. New York: St. Martin’s Press, 1998.