Project Communication and Feedback Guidelines

Communication and Support

Email is the primary communication channel during active website and digital marketing projects. It is used for project decisions, approvals, content submissions, scheduling, account access questions, scope changes and billing matters.

Keeping project communication in one place creates a reliable record and reduces the risk of instructions being overlooked.

Project Feedback and Approvals

Feedback should be consolidated whenever possible. A single organized message or document is easier to review and implement than separate comments sent through multiple channels.

When requesting a website revision, include:

• The page URL

• The section or heading involved

• A description of the requested change

• Any replacement copy or image

• Whether the comment is a question, preference or final instruction

Decisions made during a call should be confirmed by email when they affect project scope, content, design, approvals or technical configuration.

Support Portal

The support portal is used for website maintenance, technical questions and post-launch requests. Submitting a ticket creates a record of the request and keeps related messages, files and updates together.

Choose the subject that best matches the request:

• Website Updates
  Content changes, image replacements, new documents, broken links and other updates to an existing website.

• Technical Support
  Website errors, forms that are not working, plugin issues, account access problems and unexpected website behavior.

• Hosting and Domains
  Hosting accounts, domain renewals, DNS, SSL certificates, website migrations and related email configuration.

• General
  Questions or requests that do not fit one of the other subjects.

Submit separate tickets for unrelated requests. Include the affected website or page, a clear description of what is needed and screenshots when they help explain the issue.

Requests involving new pages, integrations, redesign work or services outside routine maintenance may require a separate estimate or hourly billing.

Phone Calls

All phone calls must be scheduled in advance. Unscheduled calls may not be answered during development work, meetings or technical troubleshooting.

Calls are appropriate when a subject cannot be resolved efficiently through email or the support portal.

Zoom Meetings

Zoom meetings are scheduled when screen sharing is necessary to review a website, account, report or technical issue.

Cameras remain off during Zoom meetings so attention stays on the shared screen and the work being reviewed.

Text Messages and Social Media

Text messages and social media direct messages should not be used for project instructions, approvals or support requests. These channels are difficult to document and may not be monitored consistently.

Urgent Technical Issues

Website outages, compromised accounts and other time-sensitive technical problems should be submitted through the support portal and clearly identified as urgent.

Resolution may depend on access to the affected account or assistance from a hosting provider, domain registrar or other third-party service. Marking a request as urgent does not guarantee an immediate resolution.