Communication during the work.
THE PRINCIPLE
A client who knows what is happening does not chase.
WHAT TO SEND
Regular updates, on a stated schedule Notification of anything that changes Confirmation of anything agreed
HOW OFTEN
Weekly for ongoing work. At each milestone otherwise.
WHAT AN UPDATE CONTAINS
What was done What is next Anything you need from them Whether the timescale still holds
WHAT TO DO WHEN THERE IS NOTHING TO REPORT
Send the update anyway, saying so.
Silence is interpreted as a problem.
WHAT TO TELL THEM PROMPTLY
Delays Problems Anything that will cost more
THE DELAY POINT
Told early, a delay is a minor matter.
Discovered late, it is a breach of trust.
WHAT NOT TO DO
Wait until you have good news Go quiet when something goes wrong
WHAT THAT COSTS
More than the problem itself.
