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Process

Before meeting the client

I research the area/client/licensing organisation. Often finding whatever creative commons images I can for set up.
I create a new MS Teams Channel under 'Platform clients'.
I prepare a basic welcome pack and create a new project team on the Made Open network.
I upload the blank page templates to google drive (woolfini account) in a new client folder and link to the doc sharing part of the team.

First meeting with the client

Rob hands over via 2-3 meetings, introducing me as NI, we talk about the flow of contact within our team.
I go through the empty welcome pack and show them the project team space.
I show them the bug forms and our guides/videos.
I request for a new platform to be set up on a temporary domain.
I usually create example user types and filter lists, otherwise the client's members try to sign up and can't.

Platform set up

Next is a back and forth period of me setting up basics on the platform and giving them something to look at whilst nudging them to complete the templates at the bottom of the welcome pack.
We often do branding, or at least badge design, so it's good to discuss this early to be able to find 'Geoff time' to do it!
I use the Made Open project team space to chat to the group, make lists of 'to-dos' after meetings and generally check on process.
I set up the CMS rabbit holes.
I copy over pages from another platform and customise with what I can.
I usually give 1 or 2 video calls going through the platform ( front end) how to use it, and showing what choices the team needs to make.
The clients are invited to sign up as members and ask their partners to sign up too (so we can set the platform partners in the CMS).
Sometimes I create the organisational accounts on their behalf to speed things up.

Live domain

When the platform team name is arranged, we get the live domain set up asap.
Next jobs are to set up the google analytics dashboard & notify team to add code to the site to start collecting.
The analytics dashboard then needs to be linked to the rabbit hole on their CMS.
I ask the client for a google email to add to analytics.
If there's teams, Phil needs to send off to google to get approved for doc sharing.
If there's a timebank, there'll need to be a meeting about reference checking process (theirs) and what they want on their timebank form.
If there's guides, they'll need a dropbox API set up.

CMS training & handover to client

When the main parts of the platform are signed off (branding, filters, user types, features) then I'll give CMS training for being an admin and basic page training.
I give them a 'library' of profile badges used by other clients so they can start thinking about what they want.
Welcome pack is given a final draft with decisions and distributed.

Soft launch

Next is usually around soft launch time, where they'll be 'testing out' being an admin, getting a few people to sign up and start getting 30+ activities added to the site.
I'll be tidying up pages, making sure all images are set to the brand colours & the photos are copyright free.
I might give more 'advanced' page training here, to get them using tiles & drawers etc.
There may be translations to input here.
This is usually just a question answering phase as they get ready to launch.

Public launch

We may be involved with comms and promotion.
If they're launching with teams and campaigns, they'll need to have a public, active example with lots of content before going live.
Social media links often need updating now, as they create a unique presence for the platform.

Prepare before the meeting with notes, questions or a simple agenda.
Make sure everyone is introduced to each other.
Record a video meeting if someone from the team is missing & there will be demos or training as part of the session.
Keep an eye on time and move the discussion along to keep it productive.
Summarise key actions and queries at the end of the meeting.
Write minutes with these actions clearly defining who is responsible, and distribute to everyone necessary.

Platform clients are invited to a review session once a year, in the month before their renewal date (or on an annual date if the license spans several years).

Use the template below as a guide to talk through the review process with platform clients. The questions are prompts and there is space to make notes on points as they arise during the discussion.

Platform clients will have purchased a service level when they first licensed a platform.

After their public launch, there is the opportunity over time to suggest and upsell other features or services.