Webinar - Working with Tech Consultants - 2016-07-14

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

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Tim ForbesVP of Products and Marketing

PICnet


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.

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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



Tim ForbesVP of Products and MarketingFormer nonprofit accidental [email protected](202) 585-0270@timothyforbesCreators of Soapbox Engage


Online engagement tools for changemakers


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!


How We’ll Cover It● In the least boring way we know how - through story


How We’ll Cover It● In the least boring way we know how - through story● Informed by 15+ years in nonprofit tech consulting


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...



experiences...with names changed to protect the (not so???) innocent



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


Meet Your ProtagonistPhil Penn GwynnNonprofit Accidental Techie


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 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?!?


What to Expect: Phases of a Project1. Planning & Contracting

2. Discovery3. Design4. Development5. Content Population6. Quality Assurance7. Launch8. Support


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


Planning & ContractingNotEasyGreen Kermit the Frog, Board President@SomePhil I heard we need an RFP. What’s an RFP?


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

http://searchitchannel.techtarget.com/definition/request-for-proposal


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.


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


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!


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


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.


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


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!


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


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!


Planning & ContractingDo your homework ahead of time. As much as possible, identify your audiences and their needs and inventory your current site.


Planning & ContractingNotEasyGreen Kermit the Frog, Board President@SomePhil We need a forum on the site! Every serious website has one!


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-?


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!


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

https://blog.udemy.com/scope-of-work-example/


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 _________.


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


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


DiscoveryClarify goals and priorities for the project so you can speak with one voice as an organization to your consultant


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.


DiscoveryAssess your internal capabilities for maintaining what is being built and account for this in the discovery process


Design1. Draft design mockups2. Revise mockups, based on feedback3. Finalize design mockups


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!


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


DesignSciRulz Bunson Honeydew, Marketing Director@SomePhil I want the Apple.com site design! It's great!


DesignAim for a design that supports your organization’s mission and message


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.


DesignBe as specific as you can when giving feedback to your consultant


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?


DesignBe aware of the larger organizational context and communicate that to your consultant, as appropriate


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


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!


DevelopmentClarify the review and sign off process for the phases of the project with your firm


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.


DevelopmentGet organizational buy in and involvement from key stakeholders and decision makers for major decision points


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!


Development1. More functionality means more time and more

money2. Phased projects can be successful projects


Content Population1. Conduct training on content management system2. Upload content to development site


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?


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


Quality Assurance1. Review design2. Test functionality3. Prioritize and fix bugs4. Conduct final check


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?


Quality Assurance1. Participate in the quality assurance and testing

process


Launch1. Coordinate timing of launch2. Launch site


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.


Launch1. Manage internal expectations and timeline2. Keep in touch with your consultant - even if it’s to

say you have nothing new to report


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?


Launch1. Understand how your website relates to other

services your organization has2. Don’t assume something not committed to in the

Scope of Work


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


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.


SupportUnderstand the capabilities and limitations of your new technology and the nature of the support relationship with your consultant, if there is one


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


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!


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


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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Tech Consulting Resources

. © TechSoup Global | All rights reserved83

IT Service Discounts and Resourceswww.techsoup.org/it-services

http://www.techsoup.org/it-services

http://www.techsoup.org/it-services?utm_source=readytalk&utm_medium=email&utm_campaign=webinar-generic

http://www.techsoup.org/it-services


IT Assist Managed Serviceswww.techsoup.org/it-assist

http://www.techsoup.org/it-assist

http://www.techsoup.org/it-assist


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

http://www.soapboxengage.com/wte-glossary

http://www.soapboxengage.com/wte-glossary

https://aspirationtech.org/training/workflow/templates/rfp

http://www.techsoup.org/support/articles-and-how-tos/rfp-library%20?utm_source=readytalk&utm_medium=email&utm_campaign=webinar-generic

http://www.techsoup.org/support/articles-and-how-tos/rfp-library%20?utm_source=readytalk&utm_medium=email&utm_campaign=webinar-generic

https://aspirationtech.org/services/nonprofit/strategic

http://www.techsoup.org/it-services%20?utm_source=readytalk&utm_medium=email&utm_campaign=webinar-generic

http://www.techsoup.org/support/articles-and-how-tos/what-every-organization-needs-in-its-it-consulting-contract?utm_source=readytalk&utm_medium=email&utm_campaign=webinar-generic

http://www.techsoup.org/support/articles-and-how-tos/how-to-choose-and-work-with-technology-consultants?utm_source=readytalk&utm_medium=email&utm_campaign=webinar-generic

http://www.techsoup.org/support/articles-and-how-tos/how-to-choose-and-work-with-technology-consultants?utm_source=readytalk&utm_medium=email&utm_campaign=webinar-generic

http://www.techsoup.org/support/articles-and-how-tos/when-to-use-consultants?utm_source=readytalk&utm_medium=email&utm_campaign=webinar-generic

http://www.techsoup.org/support/articles-and-how-tos/managing-a-consultant?utm_source=readytalk&utm_medium=email&utm_campaign=webinar-generic

http://www.techsoup.org/support/articles-and-how-tos/choosing-the-right-consultant?utm_source=readytalk&utm_medium=email&utm_campaign=webinar-generic

http://www.techsoup.org/support/articles-and-how-tos/overview-of-the-rfp-process?utm_source=readytalk&utm_medium=email&utm_campaign=webinar-generic

http://www.techsoup.org/support/articles-and-how-tos/overview-of-the-rfp-process?utm_source=readytalk&utm_medium=email&utm_campaign=webinar-generic

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Webinar - Working with Tech Consultants - 2016-07-14

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Transcript of Webinar - Working with Tech Consultants - 2016-07-14