The Day Job

Tell me a little bit about the company you work for

I currently work for Transcontinental, a media company with interests in print, web, mobile, e-mail and social media. Transcontinental is the fourth largest printer in North America, and the largest in Canada.

I came to Transcontinental in a roundabout fashion. I used to oversee the production department at a Toronto-based mobile applications company called Vortex Mobile. In late 2010, we were acquired by Transcontinental and merged with a mobile group in Montreal which had been acquired earlier that same year.

I now manage both mobile production teams as part of Transcontinental’s digital solutions offerings, which involves working with a skilled group of project managers and mobile production staff on applications for iPhone, iPad, Android, and BlackBerry, among other platforms.

What is the ratio of web project managers to production staff at your company?

It’s roughly a 1:6 ratio, which is a bit low. I prefer a 1:4 or 1:5 ratio, because smaller teams tend to work more closely and identify risks earlier. With larger teams, you tend to see a ‘pecking order’ and that inhibits people speaking up when a project starts to slip off the rails.

There’s a real scalability issue as teams grow larger; it’s easy for decisions to bottleneck. To help mitigate the risk of issues bottlenecking with me, I recently split the production department in Toronto into four-person fireteams and gave my project managers direct management of those teams.

Do you use any particular project management methodologies? If so, why? If not, why?

Like most client-driven digital production environments these days, we use a hybrid methodology at Transcontinental that borrows from both Waterfall and Agile processes.

Once or twice a year, I sit down with my project management team and we review each of our existing processes to see what’s working and what isn’t – PM summits like these prevent processes accreting solely for process’ sake.

What online or offline tools do you tend to use for web project management?

I use a lot of cloud technologies. Our departmental resourcing is actually done in Google Docs. I built a production dashboard several years ago which I still use today because it gives us a good real-time bird’s eye view of everything happening in the department (currently available as open source, so feel free to use).

I rely on Basecamp for asset management, and MediaWiki for knowledge management. Estimation and tracking is still a challenge; we’ve experimented with a variety of tools at Transcontinental, but haven’t yet found anything to effectively replace Microsoft Project.

How on earth did you end up managing web projects? Few people start out with this aim. Tell me how you wound up being a full-time punch bag?

I started out a programmer at a small company in the early days of the web, and one of the best things about small companies is that they’re often so under-resourced and so deeply dysfunctional that you can pretty much pick up anything and improve it, and this is probably one of the faster ways of figuring out what you’re good at and what you’re not.

So from writing code, I moved into resource management, and from there into project management, and from there into managing project managers.

When I was younger, before I got interested in web development, I held a lot of short-term jobs that toughened me up for a career in technical project management. I filed claims for the Pacific Gas & Electric Company; I worked in the collections department of a Beverly Hills luxury car rental agency (never, ever rent a car to Billy Crystal); I ran the shipping dock at the Art Gallery of Ontario and I delivered pizza (never, ever deliver pizza to Billy Crystal).

What type of web projects do you typically work on?

Most of the projects I’ve overseen the past couple years have been mobile applications, mobile websites, desktop websites, social media campaigns or SMS campaigns.

The big challenge with building across a variety of delivery platforms (and particularly across mobile platforms) is skill-set coverage. You need good standards-compliant HTML, CSS and JavaScript to handle the UI for desktop or mobile web, you need Objective C for native iOS development, you need Java and some domain expertise for Android and BlackBerry, and then you need enabling server-side code and database development.

It gets a fair bit trickier when you start integrating with external systems and data sources. As a project manager in a mobile production environment, resource utilization is the bane of your existence – you need to constantly juggle complementary skills to keep your team happy and well utilised. At Transcontinental, we’ve tried to tackle this problem strategically with infrastructure development, cross-training and selective outsourcing.

What percentage of a web project’s total budgeted hours would you typically spend on project management?

I tend to budget 15-25% during development, with some variability early on in the planning phase of the project and then post-beta.

Some projects inevitably spike higher, so you need to keep an eye on how hot you’re burning, ideally in near real-time. If you don’t have reliable time tracking in place and you’re not doing variance analysis, you’re driving without headlights.

What web projects are you working on right now, and what web project are you most proud of to date?

We worked on a campaign for Maynards a year or so ago that I think of as a high water mark because it allowed us to leverage a lot of different technologies. It was a Facebook sweepstakes – to enter the contest, you used a QR reader on your smartphone to tag barcodes from ads located around the city. Each QR code launched a URL that logged the specific capture on a Facebook leaderboard, which added a competitive social aspect to the scavenger hunt.

Actually, one of the lessons we learned from that campaign is that if you’re going to use subway ads, don’t print the QR codes so small that people feel compelled to lean out over the track during rush hour.

How would you describe your managerial style?

Two parts Columbo, one part junkyard dog.

Actually, a project manager really needs to have more than one managerial style – the way you manage your team ought to be very different than the way you manage a contractor, or a critical stakeholder, or a client.

What are the common things that crop up on a daily basis that destroy your planned activities for that day?

I try to leave my mornings free of scheduled tasks to handle anything unexpected; I manage this by keeping a recurring fake three-hour appointment in my calendar to discourage people from booking me into morning meetings.

That doesn’t mean every day is incident-free. Problems can still crop up at any time, and one of the downsides of a very collaborative production environment is that everyone tends to get pulled into crises, sometimes unnecessarily.

We’re getting better at solving urgent problems face-to-face or by telephone rather than by lengthy e-mail threads. When something does need to be communicated in writing, I encourage the team to use our ticketing system to make sure that what’s being documented is actionable, and that a single person is tasked at any given time with moving the issue forward.

How do you keep organised personally, given the hectic life that comes with managing web projects?

I used to really get hung up on task management, because when you’ve got a lot of work on your plate it’s easy to fall into the habit of treating everything with equal urgency. So a couple of years ago, I came up with a lightweight form of notation for assigning quantitative prioritisation which I called NUB (“non-urgency based”) notation.

I wrote a blog post about it: NUB Task Notation

The Projects

At what point do you typically get involved with a web project you are to manage? Pre-sales and estimating or only post-sale?

I generally believe in moving project management as far upstream as possible to avoid being saddled with untenable scope and timelines, but this introduces a different risk: the further you inject delivery resources into pre-sales, the more time you spend chasing down leads that go nowhere.

I like to set the threshold at about 75%. If a project is less than 75% likely to close, the production team is only casually involved and the sales team avoids committing to hard costs or timelines.

What technique do you use to estimate web projects? Do you use different ones for small and large projects?

There are really only two ways of estimating a project, and each has its merits.

There’s the rigorous formal estimate, for which I’ll assign a project manager for a couple days to solicit team input and book resources, or there’s the back-of-the-envelope estimate, which can be anything from whiteboarding a function point analysis to totalling up interfaces and APIs in a spreadsheet.

As mentioned above, I like to use a 75% threshold for determining whether to commit time and resources to a formal estimate – anything shy of that gets an hour or so of ballparking on a whiteboard and no commitment on timing.

How do you handle unrealistic web project budgets and schedules?

Not well. Not well at all.

On those rare occasions when something slips in a side door without a proper plan for build, we stop and do the plan regardless.

It’s always better to have a realistic if unachievable plan than to have no plan at all, since it forces you to define the boundaries of the problem.
Timothy Quinn

Once we know what needs to be done and have a good handle on our constraints, it’s relatively easy to start critically weighing options and risks.

Do we split our effort into simultaneous parallel work streams? What’s the risk of abandoning our progress gates? Do we outsource? Do we restructure QA to focus solely on primary delivery platforms? Actually, accommodating a higher level of risk is extremely liberating.

Do you manage all aspects of web projects, like design, front-end and back-end development, or do department leads manage production based on requirements you capture?

I’ve always been resistant to the departmental model because I think it blurs the lines of accountability and encourages us-versus-them thinking. I like cross-functional teams.

How do you tackle the art of monitoring web project budgets versus progress?

We do a short daily scrum for every project that’s big enough to warrant one, and one of the outputs of that meeting is a calculation of variance between where we are and where we ought to be.

We dashboard that variance both as a data point (for tracking purposes) and as a flag that’s either green, yellow or red (for escalation purposes). Yellows and reds get respectively higher attention from outside the team.

How do you manage the inevitable scope creep on web projects?

I think scope creep is unfairly maligned. It’s not creep that’s a problem, it’s undocumented creep. Why WOULDN’T a client tinker with requirements during a three-to nine-month build? As long as you’ve put a change control process in place, scope creep is really an opportunity for higher budget and iterative improvement.

What advice would you give for managing difficult clients?

There are difficult clients and there are toxic clients. Difficult clients can be managed: delayed approvals and ambiguous feedback can be avoided with the threat of domino delays and cost overruns; combative personalities can be handled with greater diplomacy or a reliance on passive documentation (paper trails rather than sign-offs).

Occasionally, you’ll deal with a client who insists on unreasonable turnaround times, or unexpectedly changes scope or withdraws prior approvals, or otherwise violates the terms or spirit of an agreement… and they do so with a spoken or unspoken threat: accommodate us or we walk away.

Let them walk. Cutting corners on behalf of a client virtually guarantees that you’ll be cutting corners for the duration of your relationship, and you’re better off pawning those sorts of clients off on your competition.

How do you ensure past mistakes on web projects never happen again?

At Transcontinental, we try to post-mortem as many projects as we can, and I push team members to pre-document their feedback so that the post-deployment analysis doesn’t end up being an hour of commiserating with no actionable steps or insights at the end.

Our group currently use Basecamp for centralizing our post-mortem process, but I’ve recently built a tool called Project Slicer that I think does this a bit better. Project Slicer handles invitations and follow-ups to team members, and then aggregates quantitative and qualitative feedback into a dashboard that can be sliced according to client, project manager or type of project.

The Big Questions

What websites, blogs and podcasts are you currently using regularly for inspiration?

I keep an eye on Glen Alleman’s project management blog, Herding Cats. John Carroll also has a good blog called The Tao of Project Management. To keep abreast of news in the mobile industry, I read Mobisheet, and for design and UX insight, I read 37 Signals’ Signal vs. Noise and Luke Wroblewski’s Functioning Form.

What do you think are the key personality attributes required to be a good web project manager?

I find the role of project manager toughest to recruit and hire. I look for technical expertise – familiarity with software architecture and object-oriented design, exposure to PMI and Agile methodology – but I also look for judgment, prudence, patience and thoughtfulness – and those are difficult traits to parse. There’s a level of leadership and self-reliance which you’ll find in good project managers regardless of how many years of experience they have.

I’ve worked with some great project managers over the years (particularly the team I have now), but I confess I’ve also hired some disastrous project managers who focused the bulk of their efforts on shunting emails and sitting in client meetings when they should have been helping their teams work through architectural or usability challenges, or strategising with other project managers on process improvements.

What are the biggest common misconceptions about web project management?

There’s a pervasive myth that project management has value in the abstract, and that you can move freely between software development and, I don’t know, automotive manufacturing or event planning or animal husbandry – the theory is that you can still be an effective project manager without knowing anything about the engine under the hood, which isn’t true.

Another misconception – I sometimes see product managers and project managers with interchangeable roles, especially in larger companies. You wouldn’t confuse your radiologist with your anesthesiologist, so why muddle product management with project management?

What, in your opinion, is the hardest part of web project management?

It can be tough to stay challenged. As a project manager, you learn how to tackle a certain type of problem and then, once you’ve mastered that skill, you find yourself looking for the next challenge, which isn’t always there in the sales pipeline. I see part of my job being to continually find challenging problem-sets and learning opportunities for everyone on the team.

In three words, how would you describe web project management?

Not product management.

The Day Job

Tell me a little bit about the company you work for

BeansBox is a boutique digital agency I founded in 2003 when I decided to turn my freelance projects into a business – a small business based on values as opposed to just making as much money as possible. We now have a team of seven and specialise in the design and build of Drupal-based websites for clients in Hong Kong and abroad.

What is the ratio of web project managers to production staff at your company?

I’m the only Web Project Manager here so our ratio is 1 to 6.

Do you use any particular project management methodologies? If so, why? If not, why?

No we don’t have any specific web project management methodology. We have a typical process for different types of web project that we always modify it to suit a project’s own needs.

What online or offline tools do you tend to use for web project management?

We use Basecamp for web project management, Co-op/Harvest for internal communication and time tracking, Balsamiq for wireframes and Google Docs for sitemaps and content inventory.

How on earth did you end up managing web projects? Few people start out with this aim. Tell me how you wound up being a full-time punch bag?

I was the sole web designer when I first started BeansBox, then quickly I realised I wasn’t good enough to do either the design or the coding, and there was just too much work coming in that I could take on. So I started hiring people and building up a proper web team. Naturally I ended up managing the web projects and have enjoyed being the ‘Development Abstraction Layer’ ever since.

Do you just manage web projects or is your role varied? If so, what other roles do you perform?

As the business owner my role varies almost on an hourly basis. I handle business development, client relations, marketing, accounting and HR. Sometimes I dabble in web project tasks like wireframes, UX design, copywriting, QA and support too.

What type of web projects do you typically work on?

I typically work on full design and build of CMS-driven websites, and quite a few e-commerce sites. We rarely take on campaign work because the timeline for those projects in Hong Kong is outrageous!

How many web projects are you currently managing? What’s the most you’ve ever managed at any one time?

I am managing 7 web projects at this moment. It sounds like a lot but they’re all at different stages. I don’t remember what’s the most I’ve managed; sometimes one bad project can take up 80% of my time so as long as the preparation work is done right I think I could manage more.

What percentage of a web project’s total budgeted hours would you typically spend on project management?

Usually 15-20%.

What web projects are you working on right now, and what web project are you most proud of to date?

Right now we’re working on Kidsgotravelguides.com, a website that compliments a series of pocket travel guidebooks for the ‘tween’ demographic. It’s like a mini TripAdvisor with city tips, featured hotels, market place and user generated content etc.

The project that I’m most proud of to date is Edifier-International.com, a corporate site we recently launched for a consumer audio brand. Both the client and our team are very pleased with the result and the client is such a joy to work with.

Describe a typical day in the life of your role managing web projects.

Every morning I’d go through all web projects in Basecamp to see if we’re on schedule with the planned tasks, check in each team member’s status on Co-op, and plan my own tasks for the day. We have a small team here so I have a good idea of what’s happening and only rarely I’d do a one-on-one progress check.

How would you describe your managerial style?

The invisible manager? I trust my team to get things done, and avoid interrupting them as best I can. They know that they can talk to me anytime and I’d be the one to deal with client-related issues like scope creep, but most of the time I’d rather be invisible to them.

What are the common things that crop up on a daily basis that destroy your planned activities for that day?

Prospect’s e-mails can crop up easily because they usually have many questions and those e-mails have to be responded to swiftly. I also tend to go too far in analysing their requirements and researching appropriate solutions.

How do you keep organised personally, given the hectic life that comes with managing web projects?

I’m a big fan of GTD and have a fetish for to-do lists. Getting things out of my head (no matter how small) helps me stay organised and relaxed.

The Projects

At what point do you typically get involved with a web project you are to manage? Pre-sales and estimating or only post-sale?

As I’m also responsible for business development I’m always involved from the very beginning – from the first point of contact (enquiry) through scoping and contract signing.

What technique do you use to estimate web projects? Do you use different ones for small and large projects?

I try to use past projects of similar nature to estimate the effort, and involve my team in the estimate process so they can identify the risky areas early on.

Smaller projects (1 month or less) are quite straight-forward but most of our projects are bigger ones (3-4 months) and we will break it down into 4 or 5 stages that map with an invoice schedule.

How do you handle unrealistic web project budgets and schedules?

I just say no. That’s one of the reasons I’ve setup my own shop, so I can make decisions like this. After 8 years, we’re at a stage where we can be selective.

One thing I absolutely love to hear from prospects: “Your quote is not the cheapest. We have to go with another firm” – I celebrate whenever this happens.

How does your company approach scheduling all the work currently in the pipeline?

This is an art – things never happen as planned. I’ll weigh up a lot of factors to shuffle the priorities as needed on a daily basis and be as transparent to the client as I can. I find it helpful to share with the client any unforeseeable difficulties we’re dealing with, and just be honest about the situation.

You receive a new web project to manage, what are the first steps you’ll take?

I’ll brief the team and make sure they’re clear about the scope, set up Basecamp and put everything (milestones, to-do, assets etc.) there and go through the scope and schedule with the client face-to-face again before kicking off the web project.

Do you manage all aspects of web projects, like design, front-end and back-end development, or do department leads manage production based on requirements you capture?

I manage everything as I’m the only Web Project Manager here.

What deliverables do you personally typically produce on a web project? Sitemaps, wireframes, functional specifications? Or are these produced by someone else? If so, who?

I usually do most of the functional specifications, some site maps and a few basic wireframes. If the project contains very technical elements I’ll get the Lead Developer to help with the functional specifications.

What are all the things that will be defined and approved before design or development begins on one of your web projects?

Contract, strategy document, design brief, site map and some key wireframes.

How do you tackle the art of monitoring web project budgets versus progress?

We use Harvest to setup a budget and task/person rate for each project, everyone logs time there so I have a good idea how much budget each web project has used up.

Then I check the percentage of budget used against the percentage of progress made (milestones/to dos) in Basecamp. It’s hard to be precise but as long as we meet every major milestone and keep hours under budget I’m happy.

How do you manage the inevitable scope creep on web projects?

I never say “NO” by default. First I’d try my best to understand why that creep has appeared in the first place and tackle it from the root. Then I’d educate the client about our process and how creep like that would impact on the schedule/costs etc.

It’s important to be firm when the first creep happens (no matter how trivial) so it won’t get worse. If budget and time allows, I’d allow some creep as long as the client acknowledges that it’s out of scope. Some creep isn’t that clear to define so it’d be down to our relationship with the client – if we enjoy working with that client we tend to be more accommodating.

What advice would you give for managing difficult clients?

Try to over-communicate – imagine the client is your girlfriend or boyfriend.

Many clients become ‘difficult’ because they don’t know what’s going on. They feel that you’re not giving them attention and their web project is going nowhere. Even if there’s already a project plan, weekly update emails and occasionally meetings – try reach out to them on a daily basis and share everything – even if you don’t feel it’s necessary.

How do you ensure past mistakes on web projects never happen again?

Some were so horrible that they haunt me in nightmares so I’m pretty sure that they wouldn’t happen again! For not-so-horrible ones, we will share on a private Writeboard in Basecamp, and get together to review the web project (and these mistakes) after launch.

We’ll talk about why it happened and how we could avoid it in future.

The Big Questions

What websites, blogs and podcasts are you currently using regularly for inspiration?

Can’t list them all! I also follow the tweets and blogs of all agencies and individuals I admire, and stalk some of their delicious bookmarks.

• Smashing Magazine
• Cognition
• 37Signals
• 99 Percent
• Inc.
• A Smart Bear
• .net Magazine
• Make Better Websites

What do you think are the key personality attributes required to be a good web project manager?

Communicative, positive, passionate, diligent and… charming!

What, in your opinion, is the hardest part of web project management?

To earn the trust and respect of your team. You have to show your value, knowledge and guts, and that you’d stand up for them (not a “Yes” man to senior management or clients) when needed.

In three words, how would you describe web project management?

Servicing, Juggling, Humbling.

The Day Job

Tell me a little bit about the company you work for

There are about 30 talented people here at Qais Consulting, a full service interactive agency. I lead the Projects team that works closely with our other specialised teams namely Business, Creative, Technology, Media and Research.

What is the ratio of web project managers to production staff at your company?

‘Qaisians’ (as we like to call ourselves) do a lot of thinking and strategising, so we do work with scalable resources when required. If we count them in as well (as Web Project Managers still need to manage them) it’s around 1x project manager to every 4-6 production staff.

What online or offline tools do you tend to use for web project management?

Google Spreadsheet is used heavily for resource planning and it’s currently the key tool. It’s in the cloud and easy to update, no need to fill in forms whatsoever. We go through a few spreadsheets with different teams during our weekly internal Monday morning WIP catch up.

Microsoft Excel is heavily used for GANTT Charts as its easier to share and edit as not everyone (including clients) have Microsoft Project. We do use MS Project for some clients who specifically ask us too.

Excel is also used for content inventory with Work Breakdown Structure (WBS) which doubles up as a sitemap. However, spreadsheets are never easy for clients to digest, hence just for clients’ easy consumption, MS Powerpoint is sometimes used for sitemaps.

For wireframes, our User Experience (UX) team usually use Axure, however for communication and briefing purposes, sometimes Web Project Managers create high-level content zone type wireframes with MS Powerpoint, however, old school pencil and paper sketching is also used of course.

We don’t use any specific web project management tools like Basecamp or Activecollab yet.

How on earth did you end up managing web projects? Few people start out with this aim. Tell me how you wound up being a full-time punch bag?

Before I came into managing web projects full-time, I was in the toilet business (yes, I’m not joking: sanseionline.com) and was doing websites on the side. The toilet thing was sort of a family business, but I really wanted to do web full-time, hence just sent out one application and told my potential employer that I’ll do anything and full-time punch bag I became.

No regrets though as a Web Project Manager is at the heart of a project, you get to influence everything, from planning to execution and you manage clients and their budgets too.

Do you just manage web projects or is your role varied? If so, what other roles do you perform?

I manage the project team and am usually involved with every single web project in the company. There are definitely times when I fire up Paint.net, Filezilla and Notepad++ just to achieve quicker turn around times when it’s a really simple task and resources are all locked up.

I also do a lot of ‘solutioning’ at pre-sale stage. I simply love to be part of brainstorm sessions and come out with ideas for proposals then putting together pitch slides.

My job scope also encompass creating and tweaking processes to ensure things are done accurately and efficiently while achieving good profit margin. Mentoring the web project team and improving their skill set is also something I’m doing more lately.

What type of web projects do you typically work on?

Our company does all sorts of things, from large revamps to marketing campaigns and I usually get more involved in the large revamp web projects or anything complex. For marketing campaign-type projects, I usually just work out the mechanics as digital can get quite complicated when multiple technologies are stacked together.

How many web projects are you currently managing? What’s the most you’ve ever managed at any one time?

Currently I have a team of Web Project Managers leading all the projects in the company and I’m only actively involved with about 3 of them while the rest of my attention is on proposals.

The most I’ve ever managed when I was a Web Project Manager would be about 12. It’s more like 4 large web revamps with the rest being part of campaigns and website maintenance requests. The problem with marketing type projects is that there could be multiple sub-projects in one campaign and you have to manage multiple clients while at times being the awkward middleman when departments on your client’s side don’t talk to one another and provides you contradicting input.

I always think that being able to juggle multiple projects is a real skill, but no matter how good you are, the more web projects you manage, it’s then about not letting any balls drop and that’s not good for the heart not to mention family and social life.

I always refer back to this video to remind my fellow Web Project Managers that juggling too many balls is bad for health.

So I honestly think that an optimal level would be 2 large web revamp projects and another 3 smaller projects.

What percentage of a web project’s total budgeted hours would you typically spend on project management?

For a typical project I think its around 20-25%. However for retainer projects the Web Project Manager sometimes end up doing a lot of consulting rather then web project management, so those go by the hour.

What web projects are you working on right now, and what web project are you most proud of to date?

Currently its Breeze by Standard Chartered Bank. Our involvement is online marketing of their new Breeze Banking platform which is available on the iPhone, iPad and online. I’m mostly involved in the website setup and also social media component.

The proudest would be the revamp of Yesterday.sg back in early 2009, not from a design perspective, but from a web project management perspective. Other then the normal design revamp, it involved migrating 2700+ members, too many blog posts and about 1000 gallery photos from ExpressionEngine to WordPress. The beautiful part was it only had 1x designer, 1x programmer, 1x web project executive and myself as the Web Project Manager. It was all done under 2 months and was delivered a week early while the team clearly had other web projects running in parallel – sorry, I can’t share profit margin here, but lets just say the boss was happy.

How would you describe your managerial style?

I found using Situational Leadership the most useful and have been using it ever since I learnt about it. It depends on the maturity level of the person or team you’re managing then applying the appropriate leadership style ranging from Telling, to Selling, Participating and Delegating.

I believe there is no one size fit all managerial style, so this works well with me especially in our industry where you have very passionate people, to people with attitude, and people who are fresh out of school and not sure if this is the industry they want to be in.

What are the common things that crop up on a daily basis that destroy your planned activities for that day?

I like solving problems, so when I see one I can’t help but poke my nose into it feeling I have an answer. Colleagues also regularly come to my desk and ask me questions which often end up in an hour of discussion, drawing diagrams to explain stuff on the whiteboard followed by another hour or two researching for possible alternatives online.

How do you keep organised personally, given the hectic life that comes with managing web projects?

I use iGoogle as a dashboard and use Google Tasks to keep track of my to dos. I have extremely bad short-term memory, so this cloud solution allows me to access the list from all my mobile devices which rocks.

The Projects

At what point do you typically get involved with a web project you are to manage? Pre-sales and estimating or only post-sale?

Right from pre-sales. I’m actively involved in proposals and get involve in the ‘ideation’, and ‘solutioining’. I also do most of the cost estimates and work out mechanics, especially the larger and more complex ones. Once we bag the web project, I work with my Web Project Managers on the initial planning part of the project and then let them manage the project from there on.

What technique do you use to estimate web projects? Do you use different ones for small and large projects?

Different skill sets have different rates, so just take those rates and multiply by the amount of time needed to do a certain task and just total all of them up in MS Excel. There is also a base amount for specific common tasks like creative concept, wireframe design, HTML creation, banner creation, etc. The key thing is to have an efficient solution by costing an optimal number of deliverables the client needs.

Not all opportunities are worth the time, so you’ve got to know when to hold ‘em and when to fold ‘em.

How do you handle unrealistic web project budgets and schedules?

The size of the budget is usually directly in relation to how important the web project is. So if the budget is too low, it could show that the project is not important enough, so why bother. Just turn it down politely.

If the schedule is crazy, then I’ll get the client to advise what’s absolutely essential to go to market first and work out if it’s possible to have a phased approach for the rest. The more important thing would be to see if the web team even have bandwidth and the desire to take it up. If it’s unrealistic, like they need it by end of day for something that will clearly need more than a day, then just burst out laughing and ask “really?”.

Web Project Managers are the first line of defence so at situations like these, we need to remind clients that we can’t cheat the law of physics no matter how much the budget.

How does your company approach scheduling all the work currently in the pipeline?

Web projects have many interrelated tasks while resources are all shared in an agency, so it’s really not easy scheduling such volatile activities. What I found useful is using a simple Google spreadsheet booking system where it is in the Web Project Manager’s favour to book the resource for the days that they need someone to get something done. Then if clashes appear, Web Project Managers negotiate.

You receive a new web project to manage, what are the first steps you’ll take?

Review the signed quote and its assumptions, develop a clear scope of work, share it with the team to ensure resources are available, do up a high-level realistic timeline, then have a kick off meeting with client to formalise the web project and also to ensure expectations are aligned.

How do you tackle the art of monitoring web project budgets versus progress?

We are primarily in a service industry, so going over budget usually means spending too much time. If 4 day efforts have been budgeted on a task, 3 days will be given for the actual task and 1 for the revisions. The whole back and forth on revisions can kill, so we put within the subject matter of emails ’1st submission’, then we ensure the client provides all consolidated feedback before we do anything, then followed by ’2nd submission’ et. – this simple clear communication helps a lot.

How do you manage the inevitable scope creep on web projects?

If the request is simple and might take a few minutes, grumble a bit, then do it out of good will and score brownie points. If it’s bigger, then just say it’s out of scope and can be addressed in Phase 2 with a new cost estimate. Clients’ need to hear adding scope creep to the web project will jeopardise the current progress, complicate matters and complicate deliverables and resources assigned. If the clients still make things difficult, just say I’ll check with the boss – from that point on it’s a business call for the business owner.

What advice would you give for managing difficult clients?

Every one wants to do their job well, even clients. So there could be reasons why they’re being difficult, so figuring out the root cause might help.

Some want to get promoted, so make them look like heroes. Some feel they know it all, so show you are taking in their inputs. Some are control freaks, so let them feel they are still in control. Some are lazy, so keep strictly to timelines and CC their bosses. Some are messy, so make things clear. Some have no life, so bring them out for drinks. Some don’t like your face, so get someone else to manage the project if you can, alternatively have less face to face meetings.

How do you ensure past mistakes on web projects never happen again?

After problematic projects, do a post-mortem and get team members to share how the problems could be avoided. Document it, then share the experience with the rest of the company. Another simple way is to create checklists and constantly update them.

The Big Questions

What websites, blogs and podcasts are you currently using regularly for inspiration?

There are just too many. But my favourite for web design inspiration would have to be CSS Mania. It’s categorised by topic and listings are in nicely sized thumbnails of homepages which helps to quickly create a scrapbook by cut and paste. Search results returns thumbnails too, so if I want to search for golfing sites, http://cssmania.com/?s=golf returns nice golfing related thumbnails.

The other key websites would have to be Smashing Magazine, FWA, Note and Point, Banner Blog, Ads of the World and Pattern Tap.

Nowadays, everyone is sharing tons of useful inspiration links via Twitter, so I use Packrati to automatically add links within my favourite tweets to my Delicious bookmarks.

What are the biggest differences between managing website projects and web application projects?

For website projects, more time is spent on information architecture (IA) and design, but for web applications, task flows are key, so it’s also better to get something working first, then improve it along the way.

What, in your opinion, is the hardest part of web project management?

10 years ago we talk about having a website with a contact us form, now it’s all about social media integration, APIs, etc. Nobody knows what the next big thing will be on the net, so Web Project Managers must keep up. I’m not saying we need to learn every new thing that comes up, but we can’t manage things we don’t understand, so it’s important to know enough and to have time to do that on top of the already busy schedule.

In three words, how would you describe web project management?

Multi-Faceted Leadership Gig

The Day Job

Tell me a little bit about the company you work for

Happy Cog is a boutique web agency with offices in New York, Philadelphia, and San Francisco. The company was founded by Jeffrey Zeldman, who is well known (among other things) for his book Designing with Web Standards, which is now in its third edition.

We design websites and experiences that are user-centered and always built with web standards. Happy Cog is an amazing place to work, especially for project managers who want to not just manage projects, but take part in them.

What is the ratio of web project managers to production staff at your company?

In the Philadelphia office there are two project managers on a staff of fifteen.

Do you use any particular project management methodologies? If so, why? If not, why?

I don’t really subscribe to a methodology, because I think every project, client and project team are different. To truly get a project done right and make everyone happy, I feel like I need to be flexible and adapt to the challenges presented to me. If a methodology fits, I’ll use it. But in general, my brain doesn’t work that way.

What online or offline tools do you tend to use for web project management?

We rely pretty heavily on Basecamp for project communication and collaboration. I think we use Basecamp to its fullest extent, and are always thinking of ways it could be better. But it truly works for us, because we try to train our clients on how to use it to communicate with our team. We prefer to keep all communication in Basecamp rather than email. This way, everyone is up-to-date on our projects.

We use Harvest for time tracking, OmniPlan for project planning and timelines, and a bevy of other tools for creating deliverables.

How on earth did you end up managing web projects? Few people start out with this aim. Tell me how you wound up being a full-time punch bag?

It’s a long story. I think the trail that led me here is in my first blog post…

But, for those who don’t feel like reading, it’s: I started at a start-up dot com as an editor/producer. When that company crashed, like many dot coms in the early 2000s, I went to a university where I wrote and managed the alumni website, and found my way to the dark (agency) side while working with an agency. At the heart of it, I have always been a writer. I just have a knack for the details and like to work with people. The moral of the story: it was somewhat accidental – a happy accident.

Do you just manage web projects or is your role varied? If so, what other roles do you perform?

It depends, really. Happy Cog is very collaborative. So, I have had the opportunity to step outside of my comfort zone and do some IA work. I’m also working on some marketing efforts and will get to do some writing. At the end of the day I am a project manager working with people who value my input (most of the time).

What type of web projects do you typically work on?

There is no ‘typical’ vertical for me. I have worked on everything from product sites to higher education sites, and Happy Cog doesn’t really specialize in any vertical. I don’t really have a preference for one over the other, either.

Well, I am lying. I did a lot of work for pharmaceutical brands at my previous job and hope to never get back to that! I wouldn’t give that experience up for anything, but I think I’ve had my fill of working around the legal process related to drug approvals and releases!

How many web projects are you currently managing? What’s the most you’ve ever managed at any one time?

Right now, I am managing 5 projects of varying scope. The most projects I have ever managed at once was 13.

What percentage of a web project’s total budgeted hours would you typically spend on project management?

It really depends on the client. I would say that 20% is a fair number, give or take.

What web projects are you working on right now, and what web project are you most proud of to date?

Right now, I am working on a few great projects. One that stands out, and has been in progress for about a year now, is the United States Holocaust Memorial Museum site redesign. It’s a great pleasure and an honor working with them, and I am really excited about where the project is headed.

At the same time, I think I’m proud of all of the work that I have done, big and small. I feel that every project brings a new client or team perspective, challenges, and changes to the process. I feel like I am constantly learning.

Describe a typical day in the life of your role managing web projects.

Is there a typical day? Let’s see. I live and die by lists. I come to work, make my list for the day, and refer back to it often. If I don’t have a list, I will get side tracked by another task or client emergency and lose sight of my day.

Aside from that, I do a lot of following-up and reading communications, looking for potential issues or questions. I like to meet with my co-workers in person. We tend to do a lot of IM, but I really think there is something to be said for an in-person conversation, when possible.

How would you describe your managerial style?

Collaborative. Constantly checking in with my team, talking to them, making sure they’re talking to one another.

What are the common things that crop up on a daily basis that destroy your planned activities for that day?

Client emergencies: If something really big happens unexpectedly, we need to stop everything and fix it. That could impact many things, including other projects and team morale.

Scheduling delays: Every time someone (mostly clients) create a roadblock or a delay on a project, I have to stop what I am doing and get to the bottom of the situation. This means I have to ask why, when and how. Then, I need to make adjustments to my project plan and double-check the scope to make sure we’re not going to blow the budget.

How do you keep organised personally, given the hectic life that comes with managing web projects?

It’s going to sound really bad, but I rely heavily on memory. Of course I keep notes and make lots of lists, but I do find that I am constantly thinking about work-it’s just the way my brain works. I like to think that I am pretty good at switching gears from project to project and can handle the details. When I have 13 projects, I am less able to do so!

The Projects

At what point do you typically get involved with a web project you are to manage? Pre-sales and estimating or only post-sale?

Pre-sale. In some web project management positions I’ve worked in, I’ve created the project estimate for the scope or RFP response. I think it’s very important for project managers to know what thought went in to creating a project scope.

What technique do you use to estimate web projects? Do you use different ones for small and large projects?

I would say that the technique I’ve used to estimate projects is based on past work. Looking back at how much time someone has used to complete a milestone on a similar project is pretty helpful. That said, my estimates would certainly be broken down by deliverables.

How do you handle unrealistic web project budgets and schedules?

Ignore and go to sleep.

Kidding :) I think it’s best to just address the situation up front. I like to be very transparent with my team and clients when it comes to project requirements, schedules and budget.

How does your company approach scheduling all the work currently in the pipeline?

We’re constantly trying new things, and are always looking for something that works. Currently, we create all project plans in separate files and create a master that contains all files. From there, we can see where scheduling conflicts may occur.

At the same time, we maintain a weekly resource calendar that accounts for all of the work and hours our staff will be working. We try to forecast that out for about a month to make sure we’re not pushing anyone to work too much and burning out.

You receive a new web project to manage, what are the first steps you’ll take?

First, figure out when we’ll kick it off. Then, read the scope and ask questions. We recently inserted a new meeting in to our process, where our awesome client relations director sits down with the team to review the scope and address any questions we might have. It’s been very helpful.

Do you manage all aspects of web projects, like design, front-end and back-end development, or do department leads manage production based on requirements you capture?

I manage my projects from beginning to end, of course with the help of the team. I couldn’t imagine doing it any other way!

What deliverables do you personally typically produce on a web project? Sitemaps, wireframes, functional specifications? Or are these produced by someone else? If so, who?

My real deliverables on our projects are project plans. They require much love and maintenance. We have UX, Design and Development practitioners on staff who are responsible for creating deliverables. That’s not to say I can’t or don’t jump in and help when needed. It’s just not typically on my docket.

What are all the things that will be defined and approved before design or development begins on one of your web projects?

In many cases, we work the Waterfall System to make sure that the direction of the project is agreed to before moving on to the next step. Before UX begins, we will define a project approach, plan and strategy.

In UX, we define the site architecture and sometimes a preliminary aesthetic direction. In design, we determine the final look and feel and address the general styles that will be used to build a site. All of that must be determined, on some level, before we can develop the site.

Like I said before, we constantly try new things and push the limits of what can be done when. It’s all about adapting to the client’s needs and the project.

How do you tackle the art of monitoring web project budgets versus progress?

We track budgeted hours on milestones, it is fairly cut and dry.

How do you manage the inevitable scope creep on web projects?

Transparency is key. I like to share hours spent and percentage complete in my weekly status reports. It’s also just good to be clear about your expectations. I just sent an email to a client letting them know why something needed to be finalized, and that the last thing we want to do is get in to a position where we are over budget and they are not happy with where we ended.

What advice would you give for managing difficult clients?

Communicate often and keep a ‘paper trail’. Also, stay calm and look to your peers for help. It’s really amazing how someone else’s perspective will shed light on a situation.

How do you ensure past mistakes on web projects never happen again?

Project post mortem meetings! Organizations so often end a project and pick a new one up without looking back. I think that is a really huge mistake – every project can serve as a learning platform. It’s so helpful to meet as a team and discuss what worked and didn’t work on your project. Not only can you evolve your process, you can celebrate your accomplishments and your team.

The Big Questions

What websites, blogs and podcasts are you currently using regularly for inspiration?

That’s a tough one. There are so many great resources out there for Project Managers. What is tough I finding resources for WEB project managers. Where are they?

I often read PM Hut, Project Smart, Project Shrink, and your site. I’m also starting to find some smart people like you on Twitter, which is pretty cool.

I also like to keep up on what’s happening in the web world by reading sites like A List Apart and Boxes and Arrows. I am also really in to dribbble.com. Don’t tell anyone, because I am certainly not a designer. But it’s a great resource to check out what designers are doing.

What are the biggest differences between managing website projects and web application projects?

Not sure, I’ve never managed an app. Is there an app for managing an app?

What do you think are the key personality attributes required to be a good web project manager?

You must be patient, and forgiving. Don’t take things personally, because letting your emotions get in the way will make your day miserable!

What are the biggest common misconceptions about web project management?

That we’re robots, or paper pushers. We can and should be active members of each and every project. If a Web Project Manager is just sitting behind his or her computer and not actively playing a role on the project, you’ve got a problem on your hands.

What, in your opinion, is the hardest part of web project management?

Dealing with multiple personalities. And by that I do not mean crazy people. I mean dealing with many different personalities/people on a team.

In three words, how would you describe web project management?

I just asked a few co-workers this question and got some great answers that you could not post. I am still laughing. Here is my reply: Necessary, Adaptive, AWESOME.

The Day Job

Tell me a little bit about the company you work for

Founded in 1991, The Group is an interactive communication agency.

Initially providing investor relations services to Australasian and UK companies, we began delivering corporate and investor web sites in 1994. We’ve now evolved into a full service provider for online corporate communications – offering design and web development, online brand strategy and web analytics – all underpinned by a hefty technological infrastructure.

Our clients include Aviva, Barclays, Imperial Tobacco, Kingfisher, InterContinental Hotels, J.Sainsbury and SABMiller.

What is the ratio of web project managers to production staff at your company?

Well, up until last month I was the ONLY dedicated Web Project Manger but we also have 5 Account Managers who juggle account and web project management responsibilities on a daily basis. Anyone confused by this should read Sam’s 3-part post, Account Management for the Web Project Manager. Following a bit of a cabinet reshuffle we now have a nice ratio of 1 to 6.

Do you use any particular project management methodologies? If so, why? If not, why?

In a word “no”. Because of the nature of the web project lifecycle, we’ve cherry-picked from Prince2, Waterfall and the Dynamic Systems Development Method (DSDM) and formed something that works well for us.

Our process places more emphasis on design, branding and content development than other development methodologies do. Each project’s lifecycle is then planned according to its unique requirements within a standard overarching template.

We divide our approach into six phases (Planning and analysis, Strategy, design and architecture, Build and content development, Testing, Implementation and Support) although in practice, some elements always end up overlapping.

What online or offline tools do you tend to use for web project management?

I’m not very PM2.0 when it comes to our tools. Windows Live Messenger is my best friend when I don’t have time for phone calls – we only use this internally though. For wireframing and sitemaps we use Visio and Mind Manager. For scheduling and resourcing, we used to use MS Project but last year migrated across to Paprika, a fully integrated job costing, project management and accounting system.

Also I have Clutterpad open all day long. It’s my invisible PA.

How on earth did you end up managing web projects? Few people start out with this aim. Tell me how you wound up being a full-time punch bag?

I was a project manager in the film industry until 1998 when I got hooked on the internet. I re-trained and spent the best part of a decade in web production – eventually becoming a senior developer.

A couple of years ago I had my first child and just no longer had the time to keep up with the continually evolving world of web development. I’ve always been a ‘people’ person and it felt like a natural progression to shift into web project management. I did an Open University Masters in IT Project Management and I haven’t looked back since.

Do you just manage web projects or is your role varied? If so, what other roles do you perform?

I still dabble in programming and flash development when resources are tight, but I try not to cross that line too often. The web projects vary, but my role rarely does.

What type of web projects do you typically work on?

Large corporate rebuilds, Annual and CR Report microsites, corporate comms. including social media and the odd Flash game.

How many web projects are you currently managing? What’s the most you’ve ever managed at any one time?

I’m currently managing six. Two of these have been running for a year and are on-going. The others are shorter – two to three months in length. I’d rarely take on more than six at a time.

What percentage of a web project’s total budgeted hours would you typically spend on project management?

Oh man, how long is a piece of string? It depends on the project and the client, but usually 10% to 15%. I probably work more “free” hours than anyone else in the team though :(

What web projects are you working on right now, and what web project are you most proud of to date?

If I told you, I would have to kill you ;-) I’m proud of all my projects, big and small.

Describe a typical day in the life of your role managing web projects.

Load up on espresso, scan my to-do list, read emails, respond to emails, prioritise morning tasks, catch-up with teams, document* writing/amending/ripping-up, more espresso, scan my to-do list, read emails… and so on, until home time… when I can’t help but log-on to check emails again – just one last time.

*PIDs, estimates, content plans, wireframes, functional specifications, timetables, status reports etc.

How would you describe your managerial style?

In a word – participatory – all the way.

What are the common things that crop up on a daily basis that destroy your planned activities for that day?

Delayed content drives me potty. We work with many companies who have to release reports and results on specific dates throughout the year. January through May is our busy time as it’s Annual Report season. Deadlines can be ridiculously tight and if someone doesn’t get crucial content to us on a pre-agreed date, it can kick the critical path right off kilter.

It can be difficult sometimes trying to explain to clients that throwing more resources at a web project does not get the job done quicker.

How do you keep organised personally, given the hectic life that comes with managing web projects?

It’s just in my nature. I can’t stand being disorganised and not having a plan. I love lists. If it’s not on my list, it’s not getting done.

The Projects

At what point do you typically get involved with a web project you are to manage? Pre-sales and estimating or only post-sale?

I can be required at any given point in a web project. Every day is full of surprises. I can be required to project manage large pitches and at the other end of the scale, I can be pulled in as late as the build stage.

What technique do you use to estimate web projects? Do you use different ones for small and large projects?

Break it down! I split it into our six key phases, list the resources required per phase and the number of hours required for each. Reducing everything down to the granular level means I can plan for the unexpected.

How do you handle unrealistic web project budgets and schedules?

Cry? No, seriously though, we always try to be candid with clients so as not to get into a position where we end up with unrealistic targets. From time to time we will accept work that runs at a loss, but that’s rare and only with established clients, and even then it’s usually on the understanding they will bring the next large project our way.

Otherwise, if we feel budgets and schedules are unachievable then we work with the client to cut back on scope, plain and simple.

How does your company approach scheduling all the work currently in the pipeline?

We thankfully have a dedicated team for this otherwise it would be chaos. The Resource Director works to a rolling 12-month plan so everyone knows week to week exactly what they are scheduled to work on – we also have a dedicated maintenance resource manager.

You receive a new web project to manage, what are the first steps you’ll take?

I can get brought in to a project at one of two stages – pre and post “agreed budget”. The former is always preferred, but rare. The first step is a lengthy sit-down with the Account Director to get a clear understanding of the project and to go over exactly has been agreed with the client in terms of deadlines, budget and scope.

Do you manage all aspects of web projects, like design, front-end and back-end development, or do department leads manage production based on requirements you capture?

Yep – I manage all aspects. However, if I have a large team of developers working on a particular project then it’s always more effective for me to communicate solely with the lead developer and leave them to manage their team.

What deliverables do you personally typically produce on a web project? Sitemaps, wireframes, functional specifications? Or are these produced by someone else? If so, who?

This depends on the size of the project. For small projects I will write most of the documentation – including the design brief and produce the wireframes. However, on larger projects I will typically produce the site map and site development plan and leave the meaty stuff like wireframes and functional specs to our UX architect.

What are all the things that will be defined and approved before design or development begins on one of your web projects?

Timescales, budget, site map, functional specification, technical specification, brand guidelines, creative brief and resources.

How do you tackle the art of monitoring web project budgets versus progress?

We use an integrated job costing and accounting software system called Paprika which has been tailored to our company’s requirements. It offers real-time tracking, which is great. We also have a lovely Financial Director who alerts us if he thinks something isn’t looking quite right.

How do you manage the inevitable scope creep on web projects?

Oh dear – a toughie. We always start out with a Terms of Reference (TOR) but I’ve never worked on anything that was set in stone. We’re a friendly / bend-over backwards bunch here so will always carry out changes within reason. That said though, when a client’s requests start to impact on the launch date or my resource pool, then I make sure it’s addressed pretty quickly.

What advice would you give for managing difficult clients?

Hmm, it depends how “difficult” is defined. It’s the same in any industry – communication is the key. Listen to them and keep them in the loop. You also need to manage their expectations and never promise anything you can’t deliver. To be honest, I’ve never had a client I’d call difficult. I have clients who continually miss deadlines or are impossible to get hold off until the day before launch, but we know who they are, have come to expect this so try and factor that into our timetables.

How do you ensure past mistakes on web projects never happen again?

A post-launch review is vital and it gives everyone who worked on the project the opportunity to have their say. We don’t close a project without it. I also forgive but never forget – a flaw in my personality that serves me well!

The Big Questions

What websites, blogs and podcasts are you currently using regularly for inspiration?

• The Sam Barnes (Always good to know you’re not on your own!)
• Twitter (my PM followers and followed offer invaluable insight)
• Project Shrink
• Smashing Magazine
• Think Vitamin
• Mashable
• A List Apart
• Max Design (Russ co-chairs the Web Standards Group)

What are the biggest differences between managing website projects and web application projects?

Not sure I’m qualified to answer this one as I haven’t had much experience in Web Apps, but what I have had been involved in a lot of time spent requirement gathering, compiling numerous iterations of functional specifications, serious version control and overseeing reams of testing. There’s more flexibility and quicker turnarounds in web projects.

What do you think are the key personality attributes required to be a good web project manager?

You need to be a “people” person – an instinctive communicator, good listener and motivator. You also need to have the ability to think fast on your feet because, like the medium we deal in, changes can come in thick and fast. Bundle all that in with a good sense of humour and a serious passion for all things digital, and you’re pretty much there.

What are the biggest common misconceptions about web project management?

That it’s easy and anyone can do it.

What, in your opinion, is the hardest part of web project management?

Tactfully conveying to both my team and clients at any given moment that I can’t magic a rabbit from my ass hat.

In three words, how would you describe web project management?

Fun, diverse, necessary

The Day Job

Tell me a little bit about the company you work for

LOVE are a creative agency, here to help brands express themselves across many formats with very successful results.

What is the ratio of web project managers to production staff at your company?

1 to 6

Do you use any particular project management methodologies? If so, why? If not, why?

No particular breed of methodology. We have an in-house web project process that we use on most projects. I don’t think you can get one glove that fits all with methodologies. I think some people spend too much time trying to get their projects to fit into methodologies.

What online or offline tools do you tend to use for web project management?

I’ve used many in the past, most of the usual suspects (MS Project being the best known). Here we use Basecamp, Sifter, Merlin and Paprika.

How on earth did you end up managing web projects? Few people start out with this aim. Tell me how you wound up being a full-time punch bag?

Started off on an IT Helpdesk, moved into infrastructure design, support and project management. Left IT about 6 years ago to pursue web project management due to a desire to be involved in a more creative process and also to return to a more people facing environment.

Do you just manage web projects or is your role varied? If so, what other roles do you perform?

My role is 2/3rd technical Web Project Management and 1/3rd Digital Account Handling I would say. Previously I’d always been asked to fix the IT when it’s gone wrong, I seem to have escaped that at LOVE so far!

What type of web projects do you typically work on?

Mixed bag, but mostly creatively inspired digital work that might have other associated creative work coming from the agency, with a strong brand awareness message. We like to try and get more out of digital than just thinking website, website, website…

How many web projects are you currently managing? What’s the most you’ve ever managed at any one time?

Currently managing about 5 projects, I’ve managed up to about 9-10 at one time in previous roles. It’s hard to make any judgement about this with just numbers. Some projects are easy; others take you to the edge and back.

What percentage of a web project’s total budgeted hours would you typically spend on project management?

Usually more than the client gets billed. We usually bill at around 10-15%.

What web projects are you working on right now, and what web project are you most proud of to date?

Dr. Martens 50th Anniversary went few weeks ago and I suppose that answers the other question as well. Also look after Sony’s The Game, but I adopted that when I joined LOVE so can’t take as much credit for it.

Describe a typical day in the life of your role managing web projects.

Read e-mails, reply to e-mails, call people, make tea, check schedules, catch-up with team on progress, make tea, revise schedules, send e-mails, check functional spec, send e-mails, reply to reply to e-mails, make tea, call people, update online management tools, read e-mails, make tea, check progress with team, make tea, make tea, go home and spend all night trying to sleep whilst trying manage imaginary tasks that my mind has told me are running behind schedule.

How would you describe your managerial style?

I’ll like to earn respect first and then relax and talk freely with the team about my perspective and what I’d like/expect to happen next.

What are the common things that crop up on a daily basis that destroy your planned activities for that day?

Clients demanding resources to be allocated to their projects outside of the planned production schedule that they’ve already been made aware of – and over servicing of accounts.

How do you keep organised personally, given the hectic life that comes with managing web projects?

I struggle, although I just manage to pull it off. Most of that I put down to the fantastic management skills of my wife.

The Projects

At what point do you typically get involved with a web project you are to manage? Pre-sales and estimating or only post-sale?

All of the above

What technique do you use to estimate web projects? Do you use different ones for small and large projects?

Some elements are easier, repetitive, elements that with experience you can guesstimate, others usually involve relatively detailed walkthroughs with the technical team about how we would go about delivering particular aspects. These will definitely vary with the scale of the project.

How do you handle unrealistic web project budgets and schedules?

In most cases, push back. That can’t be delivered in that time for that price. “We could offer you this for that price…”, “We could probably deliver this in that timeframe…”. Other times it might be an investment decision with a client.

How does your company approach scheduling all the work currently in the pipeline?

We have a dedicated production manager for the whole of the studio.

You receive a new web project to manage, what are the first steps you’ll take?

Read and understand the information I’ve been provided, and then ask questions.

Do you manage all aspects of web projects, like design, front-end and back-end development, or do department leads manage production based on requirements you capture?

Yes, all aspects in most cases. Sometimes I’ve worked in collaboration with other agencies.

What deliverables do you personally typically produce on a web project? Sitemaps, wireframes, functional specifications? Or are these produced by someone else? If so, who?

In the past I’ve produced all of the above. At LOVE our UX Designer usually produces these in collaboration with a Web Project Manager and the development team – she’s very good at this.

What are all the things that will be defined and approved before design or development begins on one of your web projects?

Initial Functional Specification (which includes wireframes), delivery schedule, sitemap and of course budget.

How do you tackle the art of monitoring web project budgets versus progress?

Usually rough calculations in my head based on the time estimated by the team to deliver elements, and current position in the delivery schedule against the time allocated to the client as per the agreed costs.

How do you manage the inevitable scope creep on web projects?

Refer back to the Functional Specification continually that should have been signed off by the client.

What advice would you give for managing difficult clients?

Be nice, be nice, be nice, be tough…

How do you ensure past mistakes on web projects never happen again?

I carve the mistakes into my bedstead and read them with anger every night before sleeping.

The Big Questions

What websites, blogs and podcasts are you currently using regularly for inspiration?

Twitter and it’s never ending leads to knowledge… There are many other sources that I enjoy when I get the time, oh and get this… I also read books!

What are the biggest differences between managing website projects and web application projects?

Content management.

What do you think are the key personality attributes required to be a good web project manager?

Hmmmm… determination, calmness and resourcefulness.

What are the biggest common misconceptions about web project management?

That it’s easy and all we really do is chat on the phone and ask for timelines…

What, in your opinion, is the hardest part of web project management?

Managing expectations of everyone from the development/design team to the client.

In three words, how would you describe web project management?

Challenging, defining, rewarding

The Day Job

Tell me a little bit about the company you work for

I work as Program Director for IE, a leading digital agency in Melbourne. We are a strategically led agency that ensures our clients get the most out of their digital spend.

We do this by having measurable objectives linked to each project, followed by performance intelligence that evaluates success and allows us to tweak client’s digital assets.

We utilise the many facets of digital to provide exposure and conversion for our clients and offer account planning, solution architecture, production and managed services. Our clients include Movember, Converse Australia, Hoyts, Snickers, Lonely Planet, Mitre 10, Department of Sustainability and Environment, and Melbourne Convention and Visitors Bureau.

What is the ratio of web project managers to production staff at your company?

We have 35 staff at IE, with 5 Producers and 20 production staff across strategy and solutions architecture, design, development and testing – so 1 to 4.

Do you use any particular project management methodologies? If so, why? If not, why?

We use iterative development based on the OpenUP methodology for projects that are longer than 6 weeks, as less than 6 weeks is basically just one iteration. We have moved to iterations after finding that waterfall methodologies frustrate both our clients and ourselves.

Documenting everything at the beginning of a job, as is required with Waterfall methodologies, is both unrealistic and limiting in a landscape that changes so frequently. We’ve also found that better or more efficient ways of completing a project are often uncovered during production, and Waterfall makes it difficult to sway from the original plan. Our methodology means we incorporate this learning and have these discussions with our clients at the end of each iteration, enabling us to jointly agree on the best approach and use this for the remaining iterations.

Using iterations also means we can provide our clients with frequent releases of working software, which can be integrated into the overall solution. This is particularly important when enhancing an existing site. Rather than having to wait months to see progress, our clients see it within weeks.

Another major benefit is being able to continually prioritise work in conjunction with our clients. If new feature requests come up, we can rate these against the current list of requested features and prioritise the most important.

What online or offline tools do you tend to use for web project management?

We have a custom developed agency management system that controls our projects and resources. Microsoft Project is used for scheduling, Omnigraffle and Visio for wireframing, as well as Axure.

How on earth did you end up managing web projects? Few people start out with this aim. Tell me how you wound up being a full-time punch bag?

Well I started out with grandiose expectations to be a world renowned web designer, however when comparing my output with my peers I quickly decided that I wasn’t likely to be as prolific as I may have wanted. So I moved into front-end coding, but found that my desire to keep up with the constantly shifting sands of technology was waning.

I did discover, however, that I had a knack for talking to clients and translating this into requirements, which my more technically inclined team-mates could develop, and as such I became a team lead and this led to web project management.

Do you just manage web projects or is your role varied? If so, what other roles do you perform?

As Program Director I have a team of Producers who work for me to manage our projects. My role is to ensure that our process is being followed and improved where required, and that the internal and external projects we have are running on time and budget and, of course, meet our quality expectations.

I work with the other Directors at IE to manage the agency and work with them to ensure we are shaping it to offer a point of difference from our competitors. And finally, but not least, to help provide a fun and energetic workplace for our employees.

What type of web projects do you typically work on?

We have a range of clients across Government, FMCG, retail and the entertainment sectors. Our projects range from strategic planning, production of simple to complex web sites and applications, 3D and video production and social media implementation and advice.

Usually, we provide a bespoke bundle of these services that work together to provide an overall solution.

How many web projects are you currently managing? What’s the most you’ve ever managed at any one time?

Currently we have major projects running for 12 clients, some of them with multiple projects running concurrently. The most I have personally run concurrently would be 8 of various complexities and budgets.

What percentage of a web project’s total budgeted hours would you typically spend on project management?

As a rule we budget 20% but this can vary depending on the requirements of the project and the client’s needs.

What web projects are you working on right now, and what web project are you most proud of to date?

We are currently working on the Movember application for their 2010 campaign, a number of projects for Hoyts, a social media campaign and site around water sustainability for a Government agency, the Authentics Australia site, work for Mitre 10, a promotional tool for a major loyalty program and strategy and web application development for the Melbourne Convention and Visitor Bureau.

Recent projects I am most proud of would be Hoyts, Converse Australia and a couple of others that are in the works and waiting for release.

Describe a typical day in the life of your role managing web projects.

Have breakfast, check emails, arrive at work, coffee, attend to any urgent issues, plan day, liaise with Producers on their projects to provide advice and monitor progress, coffee, one-on-one meeting with one of the Producers to review their projects and progress and provide feedback or advice on them.

Meet with the Managing Director to discuss broader issues and individual projects/client issues he needs to be across. Talk to clients about their program of work and discuss any relevant outcomes with the assigned producer.

Monitor resourcing, pipeline and invoicing. Work on any new business/pitches. Work on our processes to continually enhance and better document what it is we need to do in order to succeed.

How would you describe your managerial style?

I believe in self-leadership, whereby you provide guidance but do not direct. I don’t want to be the go-to guy; I’m building a team of people who are confident in their own abilities and make their own decisions. I’d much rather someone makes a mistake and learns from it than never make the mistake at all.

What are the common things that crop up on a daily basis that destroy your planned activities for that day?

New business opportunities, support issues and project related issues that have been escalated.

How do you keep organised personally, given the hectic life that comes with managing web projects?

I set regular meetings for catch-ups with my staff, so there is a dedicated time which means less frequent interruptions. I use Things for my to-do list and Evernote for note-taking on both my Macbook and iPhone to keep myself organised and synchronised wherever I am.

The Projects

At what point do you typically get involved with a web project you are to manage? Pre-sales and estimating or only post-sale?

Pre-sales

What technique do you use to estimate web projects? Do you use different ones for small and large projects?

We have grouped tasks into work related packages and provide estimates based on these for all projects. We use this method regardless of the size of the project.

How do you handle unrealistic web project budgets and schedules?

With due care. I generally discuss any concerns we may have with the client to gather what the business problem is which needs to be resolved, and to see if we can come up with a solution which will work. As we work in iterations we can often release the features in stages that could meet the deadline.

Sometimes, however, you simply have to be honest and say it can’t be done for that price or in that timeframe.

How does your company approach scheduling all the work currently in the pipeline?

We have a resource management tool that allows work to be scheduled.

You receive a new web project to manage, what are the first steps you’ll take?

Write a reverse brief if one doesn’t already exist to ensure that there is clear understanding on what we are required to deliver, and have the client sign off on this.

Do you manage all aspects of web projects, like design, front-end and back-end development, or do department leads manage production based on requirements you capture?

All projects have requirements captured. In regards to team management we use a bit of both, depending on the size of the project. Larger projects have a lead within each team whose job it is to monitor their team and work with the Producer, smaller projects have a much tighter team that works directly with each other.

What deliverables do you personally typically produce on a web project? Sitemaps, wireframes, functional specifications? Or are these produced by someone else? If so, who?

The Producer is responsible for Statements of Work, Project Charter (contacts, risks, issues etc.), change requests etc. whereas our Solution Architects generally produce the sitemaps, wireframes and functional specifications. There are certain instances, primarily on smaller projects where a Producer may complete these deliverables.

What are all the things that will be defined and approved before design or development begins on one of your web projects?

1. Statement of Work – defines the project background, scope and deliverables
2. Functional Specification – includes project background, scope, deliverables, sitemap, users, user flow charts, use cases and wireframes
3. Technical Specification – includes system requirements, hosting requirements, integration, browser requirements and technical design

How do you tackle the art of monitoring web project budgets versus progress?

Once again using our internal agency management tool, and a profit and loss sheet tracking external costs, time spent and time remaining.

How do you manage the inevitable scope creep on web projects?

Agreeing on scope with the client at the outset of the project is the key. This is documented in the Functional Specification and signed off, meaning that any changes or new work are run through a change request process and signed off before any work begins on the new work.

Using iterations allows us to be pretty flexible with changing things as we go and being flexible to suit our client’s business priorities, however work that isn’t in scope is always put through as a change request to ensure it is documented and agreed upon by both IE and the client.

What advice would you give for managing difficult clients?

Maintain your professionalism, even if they don’t. Listen to them, understand what their concerns are and work with them to agree upon a solution. Often a client is only being difficult because they don’t understand something, and are stressed out about the situation. Working with them so they become an educated client usually works in your favour, particularly with long-term relationships.

How do you ensure past mistakes on web projects never happen again?

We do formalised post-mortems on projects, evaluating the good and the bad from a project so that the company can learn from its mistakes. Wikis are also used to keep knowledge from our past projects accessible.

The Big Questions

What websites, blogs and podcasts are you currently using regularly for inspiration?

Twitter is a big one for me, I use it to try and find solutions and references to great blogs that others are using. Much more so than regularly reading certain blogs. I also reference Smashing Mag and Harvard Business Review regularly but this is often prompted by their tweets.

What are the biggest differences between managing website projects and web application projects?

Web applications require a much greater level of risk management due to their complexity and business-critical nature. As such they also require a greater level of quality assurance.

What do you think are the key personality attributes required to be a good web project manager?

Patience, the ability to think laterally, trustworthiness, confidence, being well-organised and able to prioritise effectively.

What are the biggest common misconceptions about web project management?

That all we ever do is agree with the client (from team members) and that we add no value and are simply administrators (from inexperienced clients).

What, in your opinion, is the hardest part of web project management?

Keeping a team motivated on a long project where the challenges seem insurmountable.

In three words, how would you describe web project management?

Exciting, manic, ever-changing.

The Day Job

Tell me a little bit about the company you work for

Blueleaf Digital is a digital agency helping clients with their digital presence and marketing. Exactly what that means is different things to different people. We help some clients with their e-commerce websites, some with their e-mail marketing, some with improving conversions rates, and much more – if it’s digital, we can help.

What is the ratio of web project managers to production staff at your company?

1 to 4

Do you use any particular project management methodologies? If so, why? If not, why?

No, unless we’re using them without knowing. Web project management is generally, in my opinion, good common sense and excellent communication. Having said that I’ve never tried any of the methodologies available so I could be wrong. I do believe though that Web Project Managers all have their own style, and that can vary wildly depending on them, and the client. I’m not sure one methodology fits all combinations.

What online or offline tools do you tend to use for web project management?

E-mail, phone, Excel, Word etc. For sitemaps and wireframes we’re constantly trying new tools as we’re not settled on one that seems to work great. Have tried Word, OmniGraffle, MockingBird (pretty good), Balsamiq and a load of others I don’t remember. Have also used Merlin for Gantt charts (before realising they are the bane of my life), use Sifter for bug tracking and have also using Basecamp on some projects to organise files.

The answer to this one is also it depends I’m afraid. Some clients have no idea about using tools like Basecamp to collaboratively work over the web, and as such the good old office apps come out to run the project more than maybe they should. You could argue that we should educate the client in the new way of thinking, but to be honest, educating five decision makers at a traditional company to login / create their account and start exchanging information in one place is pretty hard.

Plus they end up sending everything in an e-mail anyway with the question “Do I need to add that to the whatsamyjig thing?”. A good Web Project Manager knows their audience, and works with them for the bets possible solution.

Rant over. Sorry.

How on earth did you end up managing web projects? Few people start out with this aim. Tell me how you wound up being a full-time punch bag?

I’m not strictly a full time punch bag, more of a part-time bunch bag and coach. As a director at BLD I also go out and do a fair bit of selling (rescue my soul) as well as sorting out your general day-to-day business needs.

I ended up here mainly due to being a techie first building sites since I was around 14 and slowly doing more and more on the business side to end up where I am.

Looking at this now it actually gives me a three sided perspective of techie, sales and web project management which gives a pretty rounded approach.

Do you just manage web projects or is your role varied? If so, what other roles do you perform?

Oops, jumped the gun… I sell a fair bit, going to initial chemistry meetings and writing a lot of the proposals that go out of the door and so on. That probably takes up to 40% of my time overall, but varies week to week.

The other 60% of the time is split between internal business work (writing articles for PR, sales meetings, targets, appraisals etc.) and web project management work (speaking to clients, organising priorities, checking that in with production, monitoring progress etc.)

What type of web projects do you typically work on?

A wild variety. I tend to look after the bigger clients from a digital perspective like Laura Ashley and Ena Shaw (who we run a site for Next, BHS, Debenhams and others) as well as Big Yellow Self Storage.

So this varies from large e-commerce applications (building, launching, updating and enhancing) to segmentation and campaign planning for e-mail marketing to standard website builds (content managed sites to drive credibility / enquires)

How many web projects are you currently managing? What’s the most you’ve ever managed at any one time?

Depends on projects vs accounts.

With Laura Ashley and Ena Shaw for example, we will have 3-5 projects going on at any one time. Some in the formative stages, some in full swing and some being rounded off. But that’s just two accounts.

I would say right now there are probably around 15 projects I’m juggling and very different stages of life, which is pretty much a normal number. Any more that that and things start to get missed and lost. It might sound like a lot but some are very small and need little attention and fly in and out with relative ease, while some need more concentration.

What percentage of a web project’s total budgeted hours would you typically spend on project management?

Snuck this question in didn’t you? One of the biggest questions of internal debate we have at BLD. This might sound remotely insane, but as a director I don’t track my project management hours. I’ll track any hours that are specifically doing something (wireframing or sitemapping for instance) but not for calls or planning. I know that sounds crazy. But for the number of things I do each day, I would spend an hour logging the time – it’s admin overload.

Our other Web Project Managers do log their time though, and pretty religiously at that. Web project management is probably the biggest factor in whether we go over on budgeted hours for a project. It is, in our experience, one the hardest to quantify factors before starting a project. Some clients need a lot, some are pretty easy. It’s not reflection on them as a company or individual – some just need more than others.

So having pre-framed all of that am I going to answer the question? I don’t know. In sales, we don’t put a line in there for web project management, we’ve found it makes a project harder to sell as clients do not understand why they should pay for web project management, I mean surely you have to do that to have a project so why should I pay for it? At least that’s a client’s general response we have found. If I was on the other side of the fence I may agree. So generally, we build that cost into the others areas of the quote as you would expect.

So let’s answer the question. 10-20% depending on the project.

What web projects are you working on right now, and what web project are you most proud of to date?

Currently e-commerce at Laura Ashley, Ena Shaw (e-commerce, conversion, e-mail marketing), Big Yellow (segmentation and targeting, e-mail marketing), and Ovo energy (customer login portal to manage their account) are the main ones. There’s a few other credibility check / enquiry generator websites I’m also working on or helping other Web Project Managers with.

As the Digital Director I like to oversee all web projects and generally do the requirements gathering for every project and try to also do the Information Architecture (IA) for it too. But then for day-to-day running, another Web Project Manager handles that (copy, imagery, deadlines etc).

Most proud of is Laura Ashley – it’s now won two awards (Fresh and DADI) and has produced some truly superb results for them.

Describe a typical day in the life of your role managing web projects.

Morning, get into work (8:30) with a bread baton and bottle of water (weird breakfast granted but it seems to work). Generally a coffee appears usually via very helpful Web Project Manager Sarah or would probably die of lack of caffeine.

Check e-mail, check task list for day, see whether anything new needs to be added to the task list and do so if needed. Reply to all e-mail I can at that point.

Pick up first task on the list and begin working on it. This will generally involve going downstairs to talk to production and about where something’s up to, what’s just come up or how I can help in anyway to sort something out. If it doesn’t involve that, I’ll probably don the headphones and get stuck in to writing a new proposal, responding to a change request or some other such document that requires my attention.

Note: The previous paragraph may well be replaced by a meeting of some kind in which case that will probably add rather than take away tasks!

Lunch will role around which consists of bombing round to the Co-op to grab a sandwich and coming back and eating it while catching up on industry news, blogs and opinions.

Afternoon generally mirrors morning before bugging out around half 5 / 6.

Evenings, some will involve a networking event or round table or other such thing.

How would you describe your managerial style?

Chaotic? I am not really cut from a typically Web Project Manager mould. In that I mean I don’t have a reputation for detailed working or incredible organisation (unlike Sarah mentioned above). In any case everything seems to work and flow pretty well and clients are very happy, sometimes internally we are like the duck idly gliding on the water with the legs going like stink underneath.

That is why however other Web Project Managers and the production team support to ensure that everything works well.

What are the common things that crop up on a daily basis that destroy your planned activities for that day?

Normally, clients throwing a spanner in the works. Not in a bad way, just that’s what clients do. The worst is the “I know you didn’t know about this but can we do this by the end of today?” – as much as we want to help clients that request is the spanner in the works. As an agency though it’s your job to cope with that.

Second common thing is probably dealing with multiple decision makers at a company. In theory, a company should organise their decision makers and come to some kind of conclusion before letting us know their consolidated thoughts. In practice this is rarer than it should be and so we need to try and play peacemaker and go between. Again, part of being an agency.

How do you keep organised personally, given the hectic life that comes with managing web projects?

Actually, this is one of the hardest parts of being a Web Project Manager. I have tried Outlook to do lists, e-mail flags, iPhone to do lists syncing with the Mac and paper based systems.

The system that seems to be working for me right now is Tracks from MyGTDify as recommended by your good self.

What needs to be combined with this is an almost fascist approach to e-mail. What I mean by this is that if you read an e-mail you either: don’t need to do anything at all, reply to it immediately, reply to it immediately and add a task to your list. There is no such thing as reading an e-mail, and then ‘saving it for later’ or ‘I’ll do it later’. You read it 4-5 times before you action it – pointless! But what about the e-mail where you need someone else to help? That’s the reply to it immediately and add a task to your list – if you client has a response, they have closed the loop and know you’re on it.

Never leave an e-mail unresponded to!

This of course needs to be combined with the ability not to check e-mail every minute of the day – if you do, you’ll lose time quicker than a goldfish loses it’s memory.

The Projects

At what point do you typically get involved with a web project you are to manage? Pre-sales and estimating or only post-sale?

All the way through end to end.

What technique do you use to estimate web projects? Do you use different ones for small and large projects?

Normally it works on a time basis. How many hours will this take? We all talk together to decide a figure. Generally we then build in PM hours on top and finally add what has sometimes been referred to as ‘ball-ache factor‘. This is a combination of:

• Have we done this kind of project before / worked with this kind of tech before?
• Has the client ever done a project like this before?
• Are all the decision makers in one place / easy to communicate with?
• Are there other parties involved that we need to collaborate with?

This seems like a pretty formalised process but it’s not – they are just guidelines to be aware of when coming up with a price. We believe it’s essential that you factor in things like the above – not every project is the same, not every client is the same. You need to flex your pricing as a result.

Bigger projects are similar; however we generally undertake a smaller project first, which is scoping exercise. This a paid for exploration of the project in it’s finer detail to be able to decide a more accurate price.

How do you handle unrealistic web project budgets and schedules?

Honesty. We just tell the client that from us anyway, we cannot accomplish that project with those resources (money or time). Generally we try to explore why a project is so urgent or budget strapped, and explore whether there’s something we can do instead that will produce the same effect.

How does your company approach scheduling all the work currently in the pipeline?

Constant communication of priorities and how much work is involved at each stage. We generally have a record of all deadlines on display, and plan work two weeks ahead (current week and next week). We’ve found any further forwards and too much changes for the plan of work to be useful – clients miss copy deadlines, other projects take a bit longer, etc. It all seems to work out well.

You receive a new web project to manage, what are the first steps you’ll take?

Check everything received is realistic (time and money mainly), who the decision makers are etc. Just an overall reality check – then onto planning.

Do you manage all aspects of web projects, like design, front-end and back-end development, or do department leads manage production based on requirements you capture?

Overall, everything. Once the planning has been finished though, the production leads (studio manager and lead developer) will lead when the design and development work gets done within specified constraints.

What deliverables do you personally typically produce on a web project? Sitemaps, wireframes, functional specifications? Or are these produced by someone else? If so, who?

Everything in planning, so all you described above. Then it’s into production. Generally I also do the training on the resulting systems we put in place.

What are all the things that will be defined and approved before design or development begins on one of your web projects?

Deliverables, timescales and budget.

How do you tackle the art of monitoring web project budgets versus progress?

Questions:

• Are we on track to the timescales?
• Are we on track versus hours budgeted?
• Is the client happy?

Simple questions. And then if no ‘What can we do about it?’

How do you manage the inevitable scope creep on web projects?

By changing attitude to scope creep – it’s such a horrible term. It implies that what’s happening is bad and unnecessary. Sometimes a change to the plan (which is all it is) is good and necessary.

So to manage it: cheerfully, with acceptance and challenge. Is it needed?, why do you need it?, could it be in phase 2? Does this have an effect on other elements of the project? Are you prepared for the fact that this will make the budget X and the timescales Y?

It’s all just communication of the implications of change. If the client and ALL decision makers accept this, we are happy for the change to take place.

There is a line of course. There’s a point where we have to make it very clear that if they want the project to see the light of day, they need to draw a line where no changes take place, allowing a successful launch.

What advice would you give for managing difficult clients?

Listen, a lot more than you want to. The easiest way to diffuse an angry or difficult client is to hear them out completely. Let them say their piece without saying anything apart from confirmations you have heard. When you think they are about to finish, wait, because there will be some more. Once they have got everything off their chest, only then can you speak. First reiterate what they have said as you understand it and check they agree you understand.

Then finally start to offer up possibilities of solutions. This method means the client feels like they have been completely understood, and clears the air. You may need to this several times! Never try to offer solutions first and never be confrontational. It’s all about communication.

Most ‘difficult clients’ aren’t – you just need to communicate with them on their terms. Again, there’s a line. Some clients are better off just agreeing it’s not working and moving on.

How do you ensure past mistakes on web projects never happen again?

By remembering what went wrong and why. Did we need extra budget? Do we need to ask XYZ question much earlier? Always do a post diagnosis on a web project, even if it’s just with yourself or in your head. There’s always lessons to be learnt from success and failure.

The Big Questions

What websites, blogs and podcasts are you currently using regularly for inspiration?

Boagworld, Sam Barnes project management blog, Signal vs Noise, Occam’s Razor, NMA, Future Now’s GrokDotCom, Bryan Eisenberg, A List Apart, Smashing Mag – there’s a stack more of them to be honest there’s a lot of good stuff out there.

What are the biggest differences between managing website projects and web application projects?

Websites have to deal with a lot of content of different shapes and sizes and have that flexibility. Web applications on the other hand generally have quite discrete pieces of information that need to be filled in and in that way are slightly more constrained – that’s about all though.

What do you think are the key personality attributes required to be a good web project manager?

Great communicator, good team worker and a juggler.

What are the biggest common misconceptions about web project management?

That it’s easy and just how much time it really takes.

What, in your opinion, is the hardest part of web project management?

Saying no.

In three words, how would you describe web project management?

Key to success.

The Day Job

Tell me a little bit about the company you work for

I work at a small web design and development firm called Cavendo in the Washington D.C. metropolitan area, which I helped to form nearly 10 years ago while still in school. We focus on both large and small projects in a variety of industries, and we have established pretty deep roots in our local community.

What is the ratio of web project managers to production staff at your company?

Since our company is small, I typically wear the hat of the Web Project Manager, designer, and in some cases, developer – this requires some extreme self-discipline on my part.

In planning for growth, I envision a healthy ratio of one Web Project Manager to four or five production staff members. Any larger than that, and I fear there would be a loss of cohesion in the team. As clichéd as it may sound, good Web Project Managers really are the glue that bonds the team.

Do you use any particular project management methodologies? If so, why? If not, why?

I don’t follow any one defined methodology. Rather, I just take pieces from them. Most set methodologies just seem cumbersome for a company of our size. Our typical projects follow a routine of project research, proposal write-up, client initiation, project work, project launch, and post-launch analysis. Woven throughout that are multiple points of contact with the client and other parties as well as numerous deliverables.

What online or offline tools do you tend to use for web project management?

There seems to be a tool for every possible part of a web project, so here’s the abridged version of my list. For global project management including client communication, milestones, and to-do lists, I use Basecamp.

For internal client management, Highrise and Salesforce. I track project time (very important) using Harvest. I wireframe using MockFlow. Scheduling is co-ordinated through Google Calendar. And finally, support for post-project hiccups is managed via a ZenDesk ticketing system.

How on earth did you end up managing web projects? Few people start out with this aim. Tell me how you wound up being a full-time punch bag?

I never asked to be a Web Project Manager. Instead, I came to accept the responsibility of wearing multiple hats. Sometimes I’m designing mock-ups while other times I could be communicating with subcontractors or talking to a client on the phone about some new ideas.

Through wearing these hats, I discovered that I was indeed a Web Project Manager, and I’ve come to really enjoy it – even while taking some punches!

Do you just manage web projects or is your role varied? If so, what other roles do you perform?

Beyond managing web projects, I’m also the lead designer for my firm. That means when I’m not meeting with clients, I’m designing in Photoshop or programming code for WordPress.

What type of web projects do you typically work on?

Most of the web projects I work on are site overhauls or completely new site designs and rollouts. This involves in-depth communication with the client about what they want to accomplish with the site.

Next, planning is done to prepare for the designing of the site. After that, the site is programmed and integrated with the selected content management system. The site is launched and training is usually conducted to familiarise the client with the CMS.

How many web projects are you currently managing? What’s the most you’ve ever managed at any one time?

At the moment, I’m currently managing about 10 projects of varying sizes. This is actually on the low side, and at peak, I can expect to be managing upwards of 15 to 20 projects.

What percentage of a web project’s total budgeted hours would you typically spend on project management?

I actually record web project management activities as separate tasks in Harvest, and I calculate I spend roughly 25% of the project managing it. I will invest a good chunk of that time upfront to ensure the rest of the project goes smoothly.

What web projects are you working on right now, and what web project are you most proud of to date?

One of the web projects we’re currently working on includes a big site overhaul for a credit union (basically gutting their existing site and moving it to a new system). We’re also working on a new site for a government contractor and a wind chime manufacturer – talk about variety!

I’m generally proud of all the projects I work on, but I would say the one that stands out most recently is a site we developed for Metro Sign & Design, a sign manufacturer and installer. Project went smoothly and it was loads of fun to work on.

Describe a typical day in the life of your role managing web projects.

Obviously, there is no such thing as a typical day for a Web Project Manager, but I can give you a rough sketch. Usually, I’ll start the day by writing out the projects and clients I need to either work on or review. I spend the rest of the day working my way through this list while dealing with surprise telephone calls, emails, requests, and other unforeseeable events.

How would you describe your managerial style?

I hate to admit this, but I can be a bit of a control freak. As a web designer, it can be hard to shift over to the Web Project Manager role. My need as a designer to have everything pixel-perfect sometimes translates over to my projects.

When I can control my control freak problem – odd as it may sound – I follow a fairly laid back managerial style. I’m fine with people working on their own hours with the tools they prefer as long as the work is completed on time and within the scope of the project.

What are the common things that crop up on a daily basis that destroy your planned activities for that day?

Everything from phone calls to unanticipated visitors. I try to leave in enough time daily to allow for these distractions while still getting project work done. I’ve adapted for the most part since it’s just part of the game.

How do you keep organised personally, given the hectic life that comes with managing web projects?

I organise my web projects and to-do items using software (e.g. Basecamp and Remember The Milk). I also use my email to flag important messages that I need to follow-up on, and good, old pen and paper is useful for jotting down important reminders. It’s not always easy, but as long as I can keep things prioritised in my mind, I can juggle multiple activities throughout the day.

The Projects

At what point do you typically get involved with a web project you are to manage? Pre-sales and estimating or only post-sale?

I work the full gamut of the web project, from helping the sales side determine a quote and scope to on-boarding new clients, to actually running and completing the web project. I also provide support to clients post-project to assist with any issues.

What technique do you use to estimate web projects? Do you use different ones for small and large projects?

There is no technique per se, just an analysis of the web project, development of a scope and an estimation of the time it will take to launch.

How do you handle unrealistic web project budgets and schedules?

I handle these issues by being honest. Since I’m very involved in the web project process, I know what’s possible and what’s not. If I perceive a proposed budget or schedule as being unrealistic, I’ll make sure the point is known and then provide a counter-proposal – if we can’t make it work under any circumstance, it’s time to move on.

How does your company approach scheduling all the work currently in the pipeline?

Scheduling is all about milestones. The more immediate milestones for a particular week take priority, are completed, and then the next week is tackled.

You receive a new web project to manage, what are the first steps you’ll take?

On-boarding the client is the first step. During this process, I reach out to the new client, introduce myself, and introduce them to our web project management software. I’ll review the questionnaire and supporting documents completed by sales, and notate my questions and points to touch on. After that, I’ll either have a conversation with the client or get the balling rolling on the web project work.

Do you manage all aspects of web projects, like design, front-end and back-end development, or do department leads manage production based on requirements you capture?

We’re small. I manage it all!

What deliverables do you personally typically produce on a web project? Sitemaps, wireframes, functional specifications? Or are these produced by someone else? If so, who?

Sitemaps, wireframes, scopes of work and feasibility analyses are the usual documents I produce.

What are all the things that will be defined and approved before design or development begins on one of your web projects?

A handful of activities need to take place before a web project can commence. Discussions with the client obviously need to take place, and from that, a scope of work is generated. This scope is then used to build a proposal that accurately encompasses the full extent of the project.

How do you tackle the art of monitoring web project budgets versus progress?

To monitor budget versus progress, I use the tracker in Harvest to alert me whenever a project reaches a certain percentage of the budget. I can then review potential problem projects before they spiral out of control.

How do you manage the inevitable scope creep on web projects?

The best weapons against scope creep are preventative. For example, defining a scope of work beforehand can help combat against unforeseen expectations. The most important way to prevent scope creep, however, is communication. This can be a scary thing for some people, but actually confronting and talking to clients before an issue occurs is essential.

After that, you’re just reacting, which is even more painful. When issues do happen, forcing me to react, I simply express these concerns to the client in an open manner so that we can settle on a compromise.

What advice would you give for managing difficult clients?

Open and active communication is the best way to deal with difficult clients. Don’t take abuse personally, and if you do screw up on a web project, be ready and willing to make it right. Many difficult clients come across as a pain because they don’t understand the process – communication alleviates this.

Also, protecting yourself is essential. Always document communication, and make sure you have an airtight contract. And yes, clients can be wrong, and they can also be fired.

How do you ensure past mistakes on web projects never happen again?

I wish I could say there was a way, but there isn’t – we’re all doomed to repeat mistakes – but of course, there is at least a way to reduce our chances of making the same errors. For me, it’s all about learning and adapting.

My biggest mistakes tend to be in the communication area. Sometimes I don’t communicate enough, or I don’t communicate something correctly. To overcome this, I make mental notes and try to program changes into my behaviour – I’ll even implement changes to processes if necessary.

Sometimes, I’ll write a blog post about a mistake made on a project as a good case study. Writing about your mistakes is an excellent way of helping you think more thoughtfully about them.

The Big Questions

What websites, blogs and podcasts are you currently using regularly for inspiration?

There are so many great resources out there that it’s impossible to list them all, but here are a few of my favourites.

• Better Projects
• Herding Cats
• Project Shrink
• Kareem’s Blog
• PM Student
• Dumb Little Man
• Pick The Brain
• 456 Berea St.
• Smashing Magazine
• The Design Cubicle
• Boagworld
• And of course The Sam Barnes

And Twitter is a great resource as well for those mini-conversations.

What are the biggest differences between managing website projects and web application projects?

There’s more room for flexibility in web site projects, in my opinion. When you get into web applications, there are very specific features that must be hashed out and put into writing.

What do you think are the key personality attributes required to be a good web project manager?

Good communication, affable, flexible and knowledgeable in a wide variety of areas.

What are the biggest common misconceptions about web project management?

That we have all the answers, all the time, and that we can implement anything, anytime.

What, in your opinion, is the hardest part of web project management?

Communicating.

In three words, how would you describe web project management?

I control everything. (insert evil grin >:-)

The Day Job

Tell me a little bit about the company you work for

I am currently employed on a 3-month fixed-term consultancy contract for a London-based digital production agency called Pirata London. It’s basically run by a trio of guys who were previously at Dare. It’s been in operation for just over two years.

I was hired to temporarily replace a leaving Web Project Manager to cover two active projects for McLaren F1 and Coca-Cola Espana. It maintains a friendly, positive working environment and the standards are high.

What is the ratio of web project managers to production staff at your company?

The ratio is of Web Project Managers to production staff is approximately 1 to 5.

Do you use any particular project management methodologies? If so, why? If not, why?

I’m certified in both PRINCE2 and SCRUM project management methodologies. I use a hybrid of both methodologies depending on what the particular project demands are. I have a tendency to flex towards SCRUM for technical projects.

What online or offline tools do you tend to use for web project management?

I’ve used a number of online tools but few really stand out as being noteworthy. One free tool for Agile project management I’ve had success using is Pivotal Tracker. There is also JIRA which is expensive but probably the best issue and project tracking tool.

I use Google Mail for email and Dropbox for file sharing. I recommend using a Wiki such as MediaWiki for project documentation.

Offline tools-wise, I use either Microsoft Project or a Mac-equivalent such as OmniProject or Merlin. However, this could be easily replaced with a spreadsheet for smaller projects.

For everything else, I (mis)use Open Office. It’s free and a credible alternative to Microsoft Office. I PDF everything as there’s no telling what it’ll look like on another system.

I have a preference for using a plain text editor for basic note taking, either TextMate on a Mac or Notepad++ on a PC. These are usually quicker than a Word or Writer word processing applications.

My main criteria of use is for speed, ease of use and low maintenance requirements.

How on earth did you end up managing web projects? Few people start out with this aim. Tell me how you wound up being a full-time punch bag?

It’s a role I aspired to and was a natural progression. I have multiple skill sets of varying levels of ability across programming and visual design so found I could communicate well with individuals who also possessed similar skills.

A number of other Web Project Managers I worked with at the time didn’t have a ‘hands on’ background so looked out of place when it came to motivating a team. Naturally, I felt I could do their job better and was looking for a new challenge.

I hit punch bags and other people in my spare time so I don’t get to be a punch bag!

Do you just manage web projects or is your role varied? If so, what other roles do you perform?

Usually my role is varied. Sometimes this is through choice but sometimes simply through circumstances. In my last role before my current, I hand coded an administration interface using a combination of CSS and jQuery. Having active hands on skills still has its uses.

What type of web projects do you typically work on?

My preference is towards technical ‘build’ projects, albeit web applications or multi-lingual websites with small, dedicated teams.

How many web projects are you currently managing? What’s the most you’ve ever managed at any one time?

Currently, around four with different deltas of activity.

The most I’ve managed at one time was for Orange, the mobile network provider. I covered a colleague’s vacation time which was approximately fifteen to twenty concurrent digital marketing projects from emails to banners. There were multiple daily deliverables and it was all fast turnaround work.

What percentage of a web project’s total budgeted hours would you typically spend on project management?

A ballpark would be 25% overall. Depending where I’m working, this is usually estimated as a percentage of the overall project or as individual hours.

What web projects are you working on right now, and what web project are you most proud of to date?

Currently the McLaren Formula 1 website and a promotional website for Coca-Cola Espana which is due to transition into a second phase shortly.

In current memory, I’m proud of the McLaren Formula 1 website and a web application I worked on for YouGov. The McLaren website I picked up late in the day and the majority of the work was complete but I inherited a passionate and highly skilled team who make it a pleasure to work on and develop further.

The YouGov web application I worked on from the first four iterations and had a similarly team. It’s since been growing since my tenure and you can expect to hear it referenced by the media in the run up to the upcoming general election.

Describe a typical day in the life of your role managing web projects.

Morning: I typically make an informal check on my teams first thing to make sure things are running smoothly, then onto checking email. I batch process messages, use a few key labels to sort and archive, filter and clear as much as possible from my inbox, turning messages into next actions.

If a project requires a regular daily scheduled meeting then this would normally take place at a sensible time during the morning before too much work has been done. These take place if things are looking to going off track. Usually if things are okay, my team should be self-sufficient and able to progress without the need for interruption.

Lunch: I always take time out of the office to either spend time socialising with the team over good food or alone time to think about other things to clear my mind.

Afternoon: Usually I handle briefings, documentation and wrap up everything else.

How would you describe your managerial style?

I take my work seriously but myself lightly. I treat people like humans and I don’t suffer fools gladly.

What are the common things that crop up on a daily basis that destroy your planned activities for that day?

I would say nothing should destroy planned activities. Some critical issues may require a rapid response but overall if you’re working on web projects these don’t involve life-threatening cases such as in the case of a lunar landing or heart surgery.

It’s important to keep a perspective and not to lose your head while others are busy losing theirs.

How do you keep organised personally, given the hectic life that comes with managing web projects?

I’m naturally organised but always striving for improvement. I’m frugal and live minimally. Many of the concepts learnt in project management such as planning, budgets, actions, etc. also lend themselves to use in a personal lifestyle setting.

The Projects

At what point do you typically get involved with a web project you are to manage? Pre-sales and estimating or only post-sale?

As early as possible.

The ‘red flag’ projects you come across are more often than not the ones that have commenced with no or incorrect web project management. It’s usual that a Web Project Manager gets involved at too late a stage where things are usually already starting to “go south”.

What technique do you use to estimate web projects? Do you use different ones for small and large projects?

Experience cross-referenced with team sanity checks. Either using an Excel or Calc spreadsheet, Microsoft Project Gantt chart with resources mapped against the individual tasks or whatever I’m requires me to use. I use two types of spreadsheet for the estimating: one for hourly/daily detail, the other for days, weeks and months.

How do you handle unrealistic web project budgets and schedules?

I would immediately flag this as an issue and escalate to the highest levels required to take a suitable action.

There are a number of other ways to handle unrealistic budgets and schedules but not all are feasible:

1. De-scope the project
2. Ask for more money
3. Say it’s going to take longer than anticipated
4. Re-negotiate budgets/timings
5. Prioritise certain items to later phases
6. Stop working until the issue is resolved

Not taking action is setting yourself up for a fall.

If you were the manager of a McDonald’s restaurant, you wouldn’t ask your staff to stay late and work for free, would you?

How does your company approach scheduling all the work currently in the pipeline?

For the basic scheduling nothing more than a simple Excel spreadsheet detailing resource allocation for the current and next months. My own project plans usually overlap this data with longer-term projections and task breakdowns.

You receive a new web project to manage, what are the first steps you’ll take?

1. Ask what the budget is. For me, this can be a conversation-ender if the budget is unrealistic
2. Understand what the deliverables are
3. Confirm delivery dates and dependencies on these
4. Start to build a big picture of the issues, risks and various stakeholders involved

Do you manage all aspects of web projects, like design, front-end and back-end development, or do department leads manage production based on requirements you capture?

A hybrid of the above. You need to have trustworthy, proactive department leads in place if you are going to let them have free reign with production.

What deliverables do you personally typically produce on a web project? Sitemaps, wireframes, functional specifications? Or are these produced by someone else? If so, who?

There is variance from company to company and project to project. I’ve written briefs for copy and visual design, basic wireframes, support contracts, and functional specification documentation to support a project – it’s no problem for me.

Any task which is going to take more than a several hours of your time to achieve will need a dedicated resource.

What are all the things that will be defined and approved before design or development begins on one of your web projects?

1. A Statement of Work document: the who, why, what, how and when; also forming a legal contract
2. User experience or interaction design documentation if it’s applicable to do so
3. Confirmation of existing technology platforms and if these are applicable to the project
4. Any existing digital brand guidelines. Most of the time these don’t exist or are inadequate
5. A brief that holds everything together including detailed deliverables
6. One thing that can help is to get 100% allocated design and development teams together to start discuss how everything is going to “work”. This can be a good barometer of how the teams may gel
7. Start and end dates. You don’t want projects to run forever

How do you tackle the art of monitoring web project budgets versus progress?

Simple mathematics.

I subtract expenses and third party costs against the budget. I then calculate the percentage complete from either my project plan or resource schedule and subtract this from the budget. So long as time is being tracked correctly, I usually have an accurate figure. Taking it a step further, I can calculate burn rate, profit/loss and more.

How do you manage the inevitable scope creep on web projects?

A change request is written and approved with budget / time / impact estimates. If it’s an Agile project, new scope can usually be estimated and prioritised at the start of a new sprint but at the expense of lower priority items.

What advice would you give for managing difficult clients?

Difficult clients will ride your project off the tracks. You need to get them on board via using a friendly but disciplined approach – or suffer the consequences.

In my experience, some organisations will put the most inexperienced person possible in charge of your project so they have a scapegoat. They may not be knowingly difficult but will consistently fail to meet deadlines and get overruled by other figures more senior within their organisation. This is one situation you need to avoid as well.

How do you ensure past mistakes on web projects never happen again?

By learning from experience. You need the ability to ‘put the handbrake on’ as soon as you sense something is starting to go astray.

The Big Questions

What websites, blogs and podcasts are you currently using regularly for inspiration?

I subscribe to under ten blogs, three forums, seven technology websites and some job listings within Google Reader. I don’t feel the need to follow many more – it’s already more than enough.

There’s a new guy I recently discovered called Max Klein. It’s a blog written by one smart guy who’s an entrepreneurial developer. The subject matter is refreshing and intelligently written – he doesn’t churn out blog posts.

I track a few podcasts via iTunes such as The Digg Reel, Diggnation and the 37Signals podcast. I keep this list restricted as I don’t have time to follow many more.

What are the biggest differences between managing website projects and web application projects?

In my experience, web application projects set out to achieve a certain goals, serve a particular purpose or have fundamental customer interactions so are easier to rationalise. Website projects often don’t have this keen focus.

What do you think are the key personality attributes required to be a good web project manager?

A sense of humour, discipline, be trustworthy, be a good listener, have an eye for detail and not be challenged to assert your opinion.

What are the biggest common misconceptions about web project management?

There is one. That both agency and client staff fail to see the value in it.

What, in your opinion, is the hardest part of web project management?

Usually being confined to working within a traditional advertising agency model. Once you have account executives, account managers, account directors, planners, art directors, creative directors et al involved, your project has an exponential increase in budget and internal approvals.

Compared to other project management scenarios, within for example, construction, healthcare, etc. it requires specialist knowledge and tends to get made more complex by “too many cooks spoiling the broth”.

In three words, how would you describe web project management?

Black Hawk Down.

The Day Job

What is the ratio of web project managers to production staff at your company?

Usually the ratio is 5 to 7 production staff per Web Project Manager, but this indicator varies a lot from company to company and it is very dependant on the project. A big, but recurring kind of project can require just one Web Project Manager for every ten developers, while a critical one (for example in terms of innovation) can be split and assigned to two different Web Project Managers.

Do you use any particular project management methodologies? If so, why? If not, why?

Having worked as a developer and team leader in the early years of my career, I certainly feel akin to agile project management, but I always try to find the right balance between using a strict approach and introduce the right amount of exceptions.

What online or offline tools do you tend to use for web project management?

I’m a fan of the Inbox Zero paradigm and I do the best I can to keep my inbox folder quite empty or, better still, with only the important messages. For this to work, when I have the chance, I set up a project in Basecamp, or in the excellent open source Project Pier, and I ask stakeholders, developers and Web Project Managers to use them as the main repository for documents, messages and information.

When I have to schedule the project I start with my old friend Microsoft Project, however lately I’m quite impressed by the possibilities of project management tools like LiquidPlanner. For the information architecture aspects of my role, I love to use Axure for prototyping and I am so excited for the port to the Mac platform!

How on earth did you end up managing web projects? Few people start out with this aim. Tell me how you wound up being a full-time punch bag?

It happened by chance. As I previously said, I started as a developer for web related projects and after a few years I started managing developers and web projects, and then came managing web designers, until finally I became the direct contact for stakeholders and clients.

The funny thing is, it took me some months to realise and understand that I was no longer just team leader, but a web project manager. As I mention on my site, I don’t believe anyone intentionally starts their career as a Web Project Manager!

Do you just manage web projects or is your role varied? If so, what other roles do you perform?

I am more a manager of Web Project Managers than a Web Project Manager myself, in that I co-ordinate and help my team of Web Project Managers. This does not mean, however, that I don’t work on projects.

I’m usually involved in critical and difficult web projects in a supporting role for my colleagues. Apart from this, my team and I are also responsible for the information architecture of the projects, designing and delivering wireframes and prototypes – it seems that this is quite common for Web Project Managers.

I’ve met many Web Project Managers that also wear the hat of information architects, why? Maybe because the Web Project Manager’s position is to illustrate to both the client and development team the problem that has to be analysed, and being good at prototyping is a required skill. In my particular case, I have to say that I really enjoy producing wireframes and prototypes.

What type of web projects do you typically work on?

In my career I’ve been lucky enough to work for small, medium and large-sized companies in different fields, from publishing to fashion, and from software houses to web agencies. This means I’ve worked for websites of magazines that have millions of page views a month but also for small firms. I’m also involved in the building of intranets and internal management systems, such as Content Management Systems.

How many web projects are you currently managing? What’s the most you’ve ever managed at any one time?

That really depends on the complexity of the project. I remember working on 15 concurrent projects two years ago, but they were simple in they nature. Sometimes a single project is enough to spend your nights and weekends working on it :-)

What percentage of a web project’s total budgeted hours would you typically spend on project management?

This too depends on the complexity of the project, but usually it’s around 10-20%.

What web projects are you working on right now, and what web project are you most proud of to date?

I tend to judge the success of a project as a mix of different variables:

• The ROI (when applicable)
• The judgement of our client
• The mood of the development team

I’m proud when we succeed in reaching a balance of these factors.

If a web project is sold, but the development team had to work late into the night for months, this is not a success. If the project uses state-of-the art APIs but the client is not happy, this is not a success.

If I had to choose one web project that was a success, I think that the Cavit website, a wine business company in Northern Italy, is good example. It may not be the most exciting site in the world and not dripping with stunning features, but we were able to share the vision and goals with clients, stakeholders and development team, so that today we are more friends than clients and consultants.

Describe a typical day in the life of your role managing web projects.

This really depends on the stage of the web projects I’m following, but there are things I do every day. As a manager of Web Project Managers the first thing we do is understand if there are problems related to one of the projects we are following. As a rule, we try to resolve problems as soon as we can, being small or big ones.

How would you describe your managerial style?

Sometimes I joke and describe myself a web project psychologist.

The fact is that our role is first and foremost a matter of relationships – there are not two identical web projects and the social problems that arise will require very different attitudes.

I gave a presentation last year, which you can read on my site, based on this concept at the Italian Better Software conference, called Project management 2.0.

In a great book by Tom DeMarco and Timothy Lister entitled “Peopleware”, they assert that “The major problems of our work are not so much technological as sociological in nature”

I could’t agree more.

What are the common things that crop up on a daily basis that destroy your planned activities for that day?

We live in an era of constant communication and this is both a good and a bad thing. On the bad side, in our typical work day we are constantly interrupted by questions, clarifications and problems.

While it’s not impossible to avoid them, I try to reduce them by using the right tool where possible, Basecamp and Project Pier, and also by investing the right amount of time before the project starts e.g. if your specifications are ambiguous, expect to be constantly interrupted during the development phase – try to act in advance to reduce interruptions.

How do you keep organised personally, given the hectic life that comes with managing web projects?

As I’m organised in my work life, I’m not so during my spare time. I love not to have deadlines and schedules when I’m at home :-)

The Projects

At what point do you typically get involved with a web project you are to manage? Pre-sales and estimating or only post-sale?

It depends on the project, but usually pre-sales, to help the client delimiting the project scope.

What technique do you use to estimate web projects? Do you use different ones for small and large projects?

As I worked as a web developer and team leader before becoming a Web Project Manager I have a good understanding on what the cost of a project could be – I have written about this in the FAQ Section of my website. That said, after an initial phase of requirements gathering, I involve the team leaders in order to consolidate ideas and estimate every task.

How do you handle unrealistic web project budgets and schedules?

When it’s feasible we evaluate the various features with the client and try to split them into different releases. To be honest I try to do that even when there are not unrealistic budgets, as this approach leads to a better understanding of the potential of the project.

How does your company approach scheduling all the work currently in the pipeline?

Usually through a dedicated Project Management Office (PMO) team not strictly related to the project manager’s office. Web Project Managers are responsible for single projects, PMO for the macro scheduling.

You receive a new web project to manage, what are the first steps you’ll take?

Broadly understand the scope of the web project and the stakeholders involved, the results are then written in a document that represents the skeleton of the macro specifications.

Do you manage all aspects of web projects, like design, front-end and back-end development, or do department leads manage production based on requirements you capture?

In my experience I’ve had both experiences. As a former developer I have a slight preference for the former.

What deliverables do you personally typically produce on a web project? Sitemaps, wireframes, functional specifications? Or are these produced by someone else? If so, who?

I love to develop wireframes and prototypes and for small projects, I still do that. But I’m not a pro, so I tend to use them just as a way to clarify doubts with the client – but generally these are not deliverables that will go into the development process.

What are all the things that will be defined and approved before design or development begins on one of your web projects?

Usually the design begins when the client has approved and signed the functional specifications. The functional specifications document usually contain some visual addendum, such as wireframes or prototypes.

How do you tackle the art of monitoring web project budgets versus progress?

With dedicated software, such as LiquidPlanner.

How do you manage the inevitable scope creep on web projects?

I’d like to tell you that every change is reported to the client and developed at additional cost, but this just doesn’t happen. Usually I try to explain to the client that a late change is not a matter of cost, but of quality of the whole product.

What advice would you give for managing difficult clients?

It really depends what “difficult” means. If it means that he or she want frequent updates, clear specifications or if they strive to have the best project ever, I’m on his side. If “difficult” means not affordable, the best solution ever is to drop that client.

How do you ensure past mistakes on web projects never happen again?

Analyse what went wrong, and why, at the end of the development cycle. I’ve written an article on this very subject called Learning From Ones Mistakes.

The Big Questions

What websites, blogs and podcasts are you currently using regularly for inspiration?

You can find a list of the resources I prefer in my Delicious feed.

What are the biggest differences between managing website projects and web application projects?

The differences are blurry, but usually a web application needs a better understanding of user behaviour and interaction. With a website, on the other hand, you’ll find youself talking with the client about what is beautiful and what’s not.

What do you think are the key personality attributes required to be a good web project manager?

A good communicator, willing to constantly learn (and know that tomorrow everything will change), enthusiasm for the web, attention to detail and the awareness that the site will not work on the client’s browser.

What are the biggest common misconceptions about web project management?

That it’s not real project management.

What, in your opinion, is the hardest part of web project management?

Convincing the client that it’s necessary, because developing a site for his company is different from his daughter playing with Dreamweaver at school.

In three words, how would you describe web project management?

Management on steroids! (kidding)

The Day Job

Tell me a little bit about the company you work for

The day job is Successful Sites, my web design company. I am also working on a software startup, Klowd, which is producing desktop software that integrates with web-based services like Freshbooks and Basecamp.

What is the ratio of web project managers to production staff at your company?

For the web design company we have half a project manager (he’s part time, not short) one designer (me… but I may replace myself soon to concentrate on Klowd) and one developer. So, that 2.5 to 1. With Klowd we don’t currently have a Web Project Manager, but that will change in the future.

Do you use any particular project management methodologies? If so, why? If not, why?

Chris, our Web Project Manager, is Prince 2 trained. So we use that… well, he does.

What online or offline tools do you tend to use for web project management?

Basecamp, MS Project, Basalmiq, Mail and iCal

How on earth did you end up managing web projects? Few people start out with this aim. Tell me how you wound up being a full-time punch bag?

Well, I started out as a freelancer and grew my previous web design company to be pretty large. Sooner or later someone needs to organise things and it ended up falling on me. To be honest, I was pretty crap at it. Not because I couldn’t plan projects, but because I had so many other calls on my time.

I was also trying to do sales, finance, creative direction, coding, design, PR and cleaning the kitchen. Having worked for so long without a Web Project Manager and seeing the problems it can cause, I really appreciate the value of a good Web PM. It’s taken me a long time to realise what it takes to be a good Web PM but I’m getting there, slowly!!

Do you just manage web projects or is your role varied? If so, what other roles do you perform?

At the moment, I’m stepping back from Web Project Manager duties to concentrate on design and sales. See my previous answer for roles I’ve tried to carry out while being a Web Project Manager as well.

What type of web projects do you typically work on?

Client side build work. Small CMS driven websites for SMEs and Corporate companies, small online shops and lots of email design and build work for corporates.

How many web projects are you currently managing? What’s the most you’ve ever managed at any one time?

Currently 1 main project and 4 ongoing HTML e-mail clients. The most was something around 45. That was insane – and the fact nobody got killed was a miracle.

What percentage of a web project’s total budgeted hours would you typically spend on project management?

15%

What web projects are you working on right now, and what web project are you most proud of to date?

Finishing off a site for a letting agent. Doing ongoing email design and build work for several high-profile corporate clients.

Describe a typical day in the life of your role managing web projects.

Wake up. Check email. Answer emails. Have lunch. Speak to client on the phone. Speak to developer on Skype.

How would you describe your managerial style?

Laissez-faire. I tend to be very hands off.

What are the common things that crop up on a daily basis that destroy your planned activities for that day?

Email. Jeremy Kyle (nah, kidding!!). Mainly email and occasionally meetings and phoncalls that overrun.

How do you keep organised personally given the hectic life that comes with managing web projects?

I’m not sure I do! Any organisation I do have is down to Things – a great little app for the Mac.

The Projects

At what point do you typically get involved with a web project you are to manage? Pre-sales and estimating or only post-sale?

Post sales. This works for the way we work. If we worked like a typical agency it would have to be at the speccing stage.

What technique do you use to estimate web projects? Do you use different ones for small and large projects?

In the past, we’d just take an estimate based on experience. Now, we’ve totally changed the way we work.

We only take on one new client at a time, and we work on their site for 2 (usually) or 3 months. They hire us for a set period of time and we’ll try to do a good job within that timescale.

For ongoing e-mail clients we have a fairly good idea of how long things take, but we change hourly so don’t do specific estimates.

How do you handle unrealistic web project budgets and schedules?

Just say no.

In the past, I’ve tried to accomodate people’s budgets and timescales. It doesn’t work and it devalues you in the eyes of the client – leading to problems later in many cases.

You’re better off saying “sorry, we can’t do that”. You’ll lose some clients, but the clients you keep will have more respect for you.

As a company owner I often have 2 roles, sales and Web Project Manager. The skill of a good sales person is to get other people to say “yes”.

The skill of a good Web Project Manager is to say “no”. Web project management is as much about managing expectations as planning projects. If clients hear “yes” all the time, they think everything’s cheap and easy. If you say “no” they value you more and they’re less likely to get unrealistic expectations which you can’t meet.

How does your company approach scheduling all the work currently in the pipeline?

We only take on one new-build web design project a month. So that covers scheduling. Email work tends to schedule itself and we fit the new-build stuff around it.

You receive a new web project to manage, what are the first steps you’ll take?

Speak to the client about their deliverables – it gets them thinking about their side of the coin early – set deadlines for them.

Do you manage all aspects of web projects, like design, front-end and back-end development, or do department leads manage production based on requirements you capture?

For Successful Sites, I take a less active role in web project management now. For Klowd I do it all.

What deliverables do you personally produce on a web project? Sitemaps, wireframes, functional specifications? Or are these produced by someone else? If so, who?

Sitemaps, wireframes, basic specs and a project deliverables list.

How do you tackle the art of monitoring web project budgets versus progress?

We take the approach that the budget and timescale are fixed, so it’s deliverables that are flexible. This leads to less upset clients than if budget and/or deliverables are fixed and timescale increases.

How do you manage the inevitable scope creep on web projects?

Scope creep can only ever really happen downwards on our web projects, so it puts the onus on the client to meet their commitments and be reasonable over revisions.

What advice would you give for managing difficult clients?

Don’t! Weed them out in the sales process. Be firm – even rude – early on. It’s like being in an abusive relationship. Don’t get into them, and if there’s a risk it might go that way be strong and get out early if need be.

How do you ensure past mistakes on web projects never happen again?

We create checklists of things to do. Every time we screw up we add that thing to a check list.

The Big Questions

What websites, blogs and podcasts are you currently using regularly for inspiration?

Boagworld is the main one. Also The Lean Startup.

What are the biggest differences between managing website projects and web application projects?

Web projects are mainly about managing the client. Web applications are about managing the management team. Basically, whoever is paying for the project is usually the biggest problem.

What do you think are the key personality attributes required to be a good web project manager?

A Good communicator. Not afraid to say “no”. Not afraid to have difficult conversations. Never says “yeah, we can do that”. Self-disciplined and a good planner.

What are the biggest common misconceptions about web project management?

That it’s optional.

What, in your opinion, is the hardest part of web project management?

Managing clients and expectations.

In three words, how would you describe web project management?

Essential but hard

The Day Job

Tell me a little bit about the company you work for

I work for Bite CP, a top 100 design agency. We have four departments (design, digital, and PR and events) giving us the ability to offer a wide range of services to our clients. We work for clients such as John Lewis, ASDA Living, Samsung, Hitachi and TfL. Within Digital we have implemented a strong User-centered Design (UCD) process that enables us to deliver successful work.

What is the ratio of web project managers to production staff at your company?

We have four people on the Digital team. Pete Williams and Tom Beynon, both developers, myself, and Rebecca who is the Web Project Manager, plus all the designers – so 1 in 8.

Do you use any particular project management methodologies? If so, why? If not, why?

We have looked into lots of methodologies. Agile, Prince and Waterfall etc. – none ever suited. We are not a big enough team for Agile, Prince is just far too detailed a process and required unnecessary work and the Waterfall method is just too basic.

Take a look at Bite CP’s PDF Website Project Flowchart of our process. It has evolved slightly since this was done, however, experience has taught us that keeping things simple is always the best policy.

Really and truly the process depends on the project.

What online or offline tools do you tend to use for web project management?

For online collaboration we use Basecamp. For scheduling we have an internal system called Synergist that is a basic ERP but targeted at design agencies. For sitemaps we use Mindjet Manager and for wireframing we’ve been using Flarebuilder, but are switching to Axure (as it’s lovely).

How on earth did you end up managing web projects? Few people start out with this aim. Tell me how you wound up being a full-time punch bag?

The projects are managed by our Web Project Manager, Rebecca, but I oversee them all.

I did a Multimedia design degree at Southampton Solent University and was geeky enough to get a first :) I went into a web design/developer role at a car audio company. However, it became pretty random as they wanted me to do event management and other marketing based jobs which I wasn’t at all that interested in at the time so I moved on to Bite CP.

I have been here for four years now and it has evolved massively. I believe we are at position 66 in the Design Week Top 100 agency list – we have amazing clients and do some lovely work.

When I joined I was the only person in Digital and we’ve expanded our knowledge base and capability massively in that time.

For nearly all of that time we’ve had a Web Project Manager as the scale and complexity of the projects we undertake require constant attention.

Do you just manage web projects or is your role varied? If so, what other roles do you perform?

As well as overseeing the web projects, I also undertake design and development work. As I mentioned, I was the only digital team member so have needed to become skilled in other areas too such as video editing and 3D.

It’s helpful as it allows me to view projects heuristically and it usually allows us to take the right approach first time.

What type of web projects do you typically work on?

UCD projects for many different types of clients. From local restaurants like Cloche Hat, to big government agencies like BikeSafe London.

How many web projects are you currently managing? What’s the most you’ve ever managed at any one time?

Currently 3 new builds, maintenance contracts for 12 and we have managed up to 5-6 new builds at a time.

What percentage of a web project’s total budgeted hours would you typically spend on project management?

We don’t currently charge for Web Project Management work, which is quite a hot topic of discussion in the industry. It’s important to stay competitive though.

I would say 35% of time on a job is project management based.

What web projects are you working on right now, and what web project are you most proud of to date?

We are currently working on a new build for a media agency, creating CMS to allow London School Travel Advisors to collaborate online and doing some video work for Oracle. Some work that stands out for me web wise is the John Lewis Brand Toolkit and BikeSafe London.

Describe a typical day in the life of your role managing web projects.

Organising the schedule, briefing the team, dealing with account handler requests, managing budgets, taking client briefs, pitch work etc.

How would you describe your managerial style?

Relaxed, I don’t like hierarchy and we work really well as a team.

What are the common things that crop up on a daily basis that destroy your planned activities for that day?

Site amends that need to be fixed immediately and others not being as organised with their timings as they should be.

How do you keep organised personally, given the hectic life that comes with managing web projects?

In the office we use Synergist to keep the entire office running smoothly. It’s pretty good on the whole and the schedule runs as a part of that.

Personally Synergist manages mine and the rest of the team’s day-to-day workload through prioritisation. As with many agencies though, it changes frequently as customer demands do. So as a result, the real root of managing time is to help manage the time of your clients and their expectations.

Personally I use Things on my Mac and iPhone for non scheduled work that needs to be done i.e. implementing more processes where required, housekeeping reminders etc.

The Projects

At what point do you typically get involved with a web project you are to manage? Pre-sales and estimating or only post-sale?

Pre-sales. Even in the tender process!

What technique do you use to estimate web projects? Do you use different ones for small and large projects?

We just get as granular as possible. Work out time required as a result and try and build in contingency where possible! Experience also plays a massive part.

How do you handle unrealistic web project budgets and schedules?

We will advise clients that what they want for the money isn’t possible and try and give them an alternative solution for their money. We always try and be pro-active and supportive!

How does your company approach scheduling all the work currently in the pipeline?

Our Web Project Manager Rebecca organises the Digital team schedule, but Account handlers organise the designers. It all gets scheduled into Synergist and then managed by the Operations Director.

You receive a new web project to manage, what are the first steps you’ll take?

We supply a briefing sheet followed by a stakeholder interview.

Do you manage all aspects of web projects, like design, front-end and back-end development, or do department leads manage production based on requirements you capture?

Yes. Our Web Project Manager oversees the entire process. There are different stages of creative and technical sign off throughout.

For example, a design never leaves the building until the Creative Director has signed it off which would fallback to Head of Design in his absence.

Technically a site would be tested by a developer, then signed off by the Web Project Manager, Account Handler and myself, along with another post development creative sign off.

What deliverables do you personally produce on a web project? Sitemaps, wireframes, functional specifications? Or are these produced by someone else? If so, who?

Sitemaps, wireframes and task flows are completed by the UX guys in the team, myself, and Pete Williams

What are all the things that will be defined and approved before design or development begins on one of your web projects?

We will complete a Terms of Refrence document (TOR) and do as much UX work as possible before visual design starts.

Bite CP’s TOR usually consists of the following sections and is heavily influenced by Russ Unger and his work he did for his book A Project Guide to UX Design.

1. Revision History
2. Project Overview
3. Roles and Responsibilities
4. Scope of Work
5. Out of Scope
6. Assumptions
7. Requirements
8. Risks
9. Deliverables
10. Milestones
11. Project Pricing
12. Terms and Conditions
13. Additional Costs and Fees
14. Acknowledgement and Sign-off
15. Appendix

How do you tackle the art of monitoring web project budgets versus progress?

It’s a built in facility within Synergist. At the end of the day web designers and developers add their time into the system and it will report percentage style where you are with regards to budget versus progress.

How do you manage the inevitable scope creep on web projects?

By doing a TOR that is signed off at the beginning of a project we cover our backs. Any scope creep is therefore billed to the client and the TOR amended and signed off again.

What advice would you give for managing difficult clients?

Be as helpful as possible and offer as much advice to them as possible. After all, we are the experts.

How do you ensure past mistakes on web projects never happen again?

We do post-project evaluations where we produce a lessons learnt document – any changes to the systems are then made.

The Big Questions

What websites, blogs and podcasts are you currently using regularly for inspiration?

Inspirationti.me is a cool site, we try and listen to Boagworld podcast in the studio too. A lot of our inspiration comes from regular conversation with industry peers on Twitter!

What are the biggest differences between managing website projects and web application projects?

Functional specifications, a must for web applications.

What do you think are the key personality attributes required to be a good web project manager?

Stern, helpful, knowledgeable and obviously organised.

What are the biggest common misconceptions about web project management?

They know everything about Digital, even down to “how to code”.

What, in your opinion, is the hardest part of web project management?

The unexpected

In three words, how would you describe web project management?

Challenging, demanding and mental.