Journal / Basecamp welcome message for clients

Make basecamp more personal for clients, for a better project management experience.

Basecamp Welcome Message

For a while now I have been thinking about how to better serve my clients when it comes to project management. One of the things I wanted to improve was my communication via Basecamp, my project management app of choice. The first thing I thought of was that when I start a new project with a new client, they get a quick explanation of Basecamp at our initial meeting, and then an email with their username and password and a link to the login page. I wanted to personalise the experience much more, to make the client feel at ease with the app, and to encourage them to use it. A quick search found that many people were already doing this, with varying degrees of intricacy.

I wanted something personal, yet professional. I also realised that the reason I use Basecamp is its simplicity. Even my mum could use it. Therefore, I decided not to explain how each feature worked, but rather encourage them to play around and get a feel for it themselves. Hopefully this makes clients jump right in, rather than seeing a lengthy explanation and immediately putting it in the ‘to-do later’ pile which may never get done.

From now on, new clients will find a single message posted in Basecamp when they first log in, called ‘Welcome (client)’.

I thought I would post my welcome message here, and encourage any suggestions that might improve it, and therefore improve the client experience. Feel free to use it for your welcome message in your own Basecamp account (mine is influenced by those linked above, after all).

Hi (client)

Welcome to the Nonimage Client Area (Basecamp).

We’ll use it to keep all our notes, files, drafts, feedback and to-do lists for your project in one place. This allows us to keep all aspects of your project organised, focussed and archived, accessible from any computer with an internet connection, by all involved. It will keep everyone up to date with progress on the project.

For now, feel free to have a look around and post a comment if you like. The Client Area is very simple to use, so just start using it in the way you think it should be used. Whenever you have some thoughts about the project, or something you’d like me to take a look at, just upload it here and I’ll comment as soon as I can. You can edit your contact information, and upload you photo (you don’t have to, it’s just a bit of fun and makes the project more personal for everyone). If you need more assistance, please get in touch and I can talk you through the features.

The Overview tab will show you a page of all the latest activity, from uploaded files to messages and comments, to To-Do items (new and completed).

As always, you can reach me on 0131 467 2616 if you need anything else.

I am looking forward to working with you on this project.

Andy Lobban

Please leave a comment if you have any thoughts on this process.

5 responses so far

  1. Joe Doyle

    25th Jun, 2008 at 3:22 pm

    Andy!

    We use Basecamp, too, but we usually just send a brief note about what it is and let them figure it out.

    However, a few of our newer, non-tech-savvy clients have had much trouble. So I feel maybe your guidance approach might be better. Heck, I might even offer a shared-desktop tutorial for anyone who’ll take it. ‘Cause I’m all worn out when it comes to cutting and pasting emails into Basecamp when others can’t.

    Cheers!

    - jd

  2. Nonimage

    25th Jun, 2008 at 6:15 pm

    Hmmm. I really thought that Basecamp was so simple that anyone could use it. Your comment has made me rethink that a little. I am now considering adding in a link at the end of my message to a page (wiki perhaps) with more explanation. I have just found out that there are some helpful beginner videos at http://www.basecamphq.com/videos/ also. I may link to them from my explanation page. I still stand behind not offering too much info in the initial message, as I still believe it will make people switch off, with the intention of returning later when they ‘have more time’. I’ll post a revised strategy as and when I come up with one.

  3. Joe Doyle

    25th Jun, 2008 at 6:21 pm

    I think that’s smart. Of the 48 people we’ve had use it, only two or three have really had issues. And they are of the non-adopter sect.

  4. more information

    28th Feb, 2013 at 11:15 pm

    I like it whenever people come together and share views, great blog, keep it up.

  5. Sean Bernardino

    28th Aug, 2014 at 5:26 pm

    Hi Andy,

    Thanks for this post. I’ve recently started using Basecamp and completely love it. It’s really easy to use and I can’t see why anyone would think it’s too complicated. I’m planning to start off a new project and also include my clients as part of the project (than just our internal teams) and am looking for feedback on any downsides of using Basecamp or anything that I should be aware of. One of the things I’m slightly worried about it having our internal discussions be visible to the client, I know that there’s a check box that you can check to hide stuff from the client, but I’m worried about someone accidentally forgetting to check that — perhaps it would be better if by default all messages were internal until someone explicitly allows a client to view a discussion. So yeah, similar to this, I’m looking for any feedback and insights before I dive completely in to using this on a project.

    Thanks,
    Sean

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