I had an interesting interaction with an interview source recently. The project the source was helping with belonged to my client, whom the source knows quite well. Maybe that’s where communication went wonky.
There was an issue after the interview that I referred directly to the client. The solution was worked out, or so we thought. I had sent the source a note thanking said person again for the time and extending my delight that things were ironed out. The note back caught me by surprise. Apparently, they weren’t. And the source’s company was now wanting me to talk with the client on where they think I need to go with the story. And they had a list of people from other companies whom they expected me to interview instead.
I don’t see this ending well for said company, for this is not their product and despite their concerns, there’s no reason they need to be dictating the scope or direction of the client’s product. Nor can they tell me who I need to be interviewing. But this demand (I can’t even call it a request) went the same direction their last concerns went – straight to the client.
There are some things that occur on client projects – such as sources wanting control or real concerns about how someone’s quotes could be taken out of context – that don’t warrant your involvement. When things like these come up, assess your role in the project, not in the issue. For instance, if you’re hired to interview people and write Story A for your client and the interview source is getting nasty because you won’t write Story B, get the client involved. In this case, I went to bat for the source in order to allow that person a larger role in reviewing the quotes. But it ends there. When the source or the company wants more input than your client wants, step back and let the client deal with it. It’s up to you to reiterate the client’s approach. It’s not up to you to decide for the client or run interference.
When was the last time you had a source or someone you were working with on behalf of your client raise concerns or create issues with you? How did you or your client handle it?
Some sources can be quite the pain in the butt and unfortunately we find ourselves trapped in the middle between client and source on occasion. In my case, the client works furiously to get the source to direct their anger to them and not me, but some of the so-called professional sources prefer trying to control everything by treading on me as I'm "nothing but the writer." Notice the quotes?
I don't respond. It's the client's beef not mine. If I did respond to them, I probably wouldn't be professional about it, so I leave it to the client. I do, however, send any copies of emails of any issues the source brings up to me, to the client. Mainly because I don't want to be accused of invoking the source's anger.
I saw the quotes. 🙂 I get the same sense sometimes, Wendy. I'm "just" the writer, so I can be walked on. Nothing doing. I'm a champion for the client. If it's not in my client's best interests, I'm not budging. And like you said, the beef is not between writer and source.
Agreed I had a similiar situation with a client and source a couple years ago. In the end I backed out and let them work out the issues. I did what I was hired to do. I am not sure how it ended except that the client apologized greatly and we went a different direction with the project.
Hi John! Welcome.
That's the best outcome – the client realizes the fault rests with someone else and doesn't blame you. That's as it should be! I've yet to have the finger pointed at me, but for some reason I look for that to happen this time. I don't know why, but it's a gut feeling.
I love the word wonky. If I had another child I would name he or she- Wonky.
On your question. I don't know, I don't have clients. But I love reading your blog.
I also had a similar issue, but on a minor scale, last week. We were in the final run of the approval process, and instead of signing off ( source had seen text before), she decided to completely rewrite it. The result was waffly crap and padded my 200-word text into 450 words or so. So I emailed the new text to the client with a note explaining why i can't use it, and asked my client to explain my position to the source. Client was happy to deal with it.
Well I love having you read the blog, Journaling Woman. 🙂
Damaria, don't you hate that? I understand they want to help, but sometimes they simply want to get their message out regardless of the client's needs and requirements. Frustrating.