Skip to main content
EmergentEMERGENT
Emergent SolutionsKnowledge Base

Client Communication

Guidelines for effective client communication throughout engagements.

Communication Principles

Be Proactive

Don't wait for clients to ask:

  • Share updates before they're requested
  • Flag blockers as soon as they arise
  • Provide context so clients understand status
  • Anticipate questions and address them

Be Clear

Avoid ambiguity:

  • Use plain language, not jargon
  • Be specific about what, when, and who
  • Confirm understanding on complex topics
  • Document decisions in writing

Be Responsive

Set expectations and meet them:

  • Respond within 1 business day
  • Acknowledge receipt even if full answer takes longer
  • Set realistic deadlines and meet them
  • Communicate delays immediately

Communication Channels

Slack

Use for:

  • Quick questions
  • Status updates
  • Informal discussions
  • Time-sensitive issues

Best practices:

  • Respond within a few hours during business hours
  • Use threads to keep conversations organized
  • Tag specific people when needed
  • Summarize long discussions

Email

Use for:

  • Formal communications
  • Documentation and approvals
  • Sending deliverables
  • Stakeholder updates

Best practices:

  • Clear, descriptive subject lines
  • Action items clearly stated
  • Relevant people CC'd
  • Professional formatting

Video Calls

Use for:

  • Kickoff meetings
  • Complex discussions
  • Demos and reviews
  • Training sessions

Best practices:

  • Send agenda in advance
  • Start and end on time
  • Share screen when showing work
  • Follow up with notes

Typical Communications

Weekly Status Update

Send every week during active projects:

## Project Status Update - [Date]

### Progress This Week
- Completed: [list]
- In Progress: [list]

### Next Week
- Planned: [list]

### Blockers
- [Any issues needing client input]

### Decisions Needed
- [Any pending decisions]

Blocker Notification

When something is blocking progress:

## Blocker: [Brief Description]

### Issue
[What's blocking us]

### Impact
[How this affects timeline/deliverables]

### What We Need
[Specific ask from client]

### Deadline
[When we need resolution to stay on track]

Deliverable Handoff

When sharing completed work:

## Deliverable: [Name]

### Summary
[What's being delivered]

### Contents
- [List of files/links]

### How to Review
[Instructions for client review]

### Feedback Requested By
[Date]

### Next Steps
[What happens after approval]

Difficult Conversations

Scope Changes

When client requests work outside scope:

Thanks for sharing this idea. This would be outside our current
project scope, but we have a few options:

1. Add this as a change order (additional cost/time)
2. Swap this for something currently in scope
3. Add to a future phase

Which approach works best for you?

Timeline Delays

When we need more time:

I want to give you a heads up that [task] is taking longer
than expected because [reason].

Our options are:
1. Extend timeline by [X days]
2. Reduce scope to meet deadline
3. Add resources (if available)

I recommend [option] because [reason]. What are your thoughts?

Quality Issues

When we find problems with client-provided materials:

During our review, we found [issue] that will affect [outcome].

To proceed, we need to either:
1. [Option A]
2. [Option B]

Our recommendation is [option] because [reason].

Meeting Best Practices

Before the Meeting

  • Send agenda 24 hours in advance
  • Include any pre-read materials
  • Confirm attendees
  • Test technology

During the Meeting

  • Start with agenda overview
  • Keep discussion focused
  • Capture action items
  • End with summary

After the Meeting

Send follow-up within 24 hours:

## Meeting Notes - [Date]

### Attendees
[List]

### Discussion Summary
[Key points]

### Decisions Made
[What was decided]

### Action Items
| Item | Owner | Due |
|------|-------|-----|
| [Task] | [Name] | [Date] |

### Next Meeting
[Date/time if scheduled]

Managing Expectations

On Timelines

  • Give ranges, not exact dates when uncertain
  • Build in buffer for unforeseen issues
  • Communicate changes as soon as known
  • Be honest about constraints

On Outcomes

  • Be clear about what's included/excluded
  • Explain limitations of tools or approaches
  • Set realistic expectations for results
  • Document assumptions

On Communication

  • Establish preferred channels upfront
  • Set response time expectations
  • Identify key contacts on both sides
  • Agree on escalation paths

Templates

Project Kickoff Email

Subject: [Project Name] - Kickoff Information

Hi [Client],

We're excited to kick off [project name]. Here's what you need to know:

**Kickoff Meeting:** [Date/Time]
**Team:** [Names and roles]
**Timeline:** [High-level dates]

**Before Kickoff:**
Please ensure we have:
- [ ] Access to [platforms]
- [ ] Contacts for [teams]
- [ ] [Other requirements]

Looking forward to getting started!

Project Completion Email

Subject: [Project Name] - Project Complete

Hi [Client],

I'm pleased to confirm that [project name] is now complete.

**Deliverables:**
- [List with links]

**Documentation:**
- [Links to docs]

**Support Period:**
[30 days] for any issues related to this implementation.

**Next Steps:**
[Any follow-up items]

Thank you for the opportunity to work together!

Previous: Delivery Process