Important:

Check the client’s contract to ensure that social is included within the scope of services. If social media is not within scope of services, you can close the task

• What if it’s not obvious on the contract?
  • • If the contract does not explicitly state that social media services are included within the scope of work, there are other indicators you can look for:
    • Blog posts: If we are writing blog posts for the client, it’s likely that it includes paid promotion and we should gain access to social
    • Bold Brain: If you see a Bold Brain product on the contract, we should gain access to social so we can do cross-channel paid advertising
    • Ask the sales rep: Check with the sales rep to determine this is something that the client is entitled to via their contract.

Task Details:

1. Determine which social media profiles already exist that we will need access to and send requests as necessary. Relevant profiles include: Facebook, LinkedIn, GMB. Send access requests as necessary. Ensure that the necessary Bold team members or accounts also have access to the profiles and the necessary permissions.
   • What if the client does not have access to a profile?
     • Try to work with their current vendor if the client is able to connect you with them to try to obtain more information
     • If the client is missing one of these profiles, note that in a comment so that it can be setup during the next task.
2. Determine which analytics properties the client is using or may have access to and send access requests as necessary or have them grant access to the [email protected] account.
   • What if the client does not have Google Analytics?
     • This is common for clients that join Bold from FindLaw, but most clients joining with a WordPress site have some form of analytics setup. An easy way to know for sure is to check the source code of the site for a Google Analytics or “gtag” snippet (just do a ctrl+f search).
     • If there are no analytics properties, then note that in a comment so it can be setup during the next task.
3. Determine where the domain is hosted and gain access to the account.
   • How do I do this?
     • Do a WHOIS lookup using a site like https://who.is to determine where the domain is hosted. You can use whichever tool you prefer.
   • What do I do once I gain access to the account?
     • For non-GoDaddy hosted domains: Add the account credentials into Dashlane. If the account had 2FA turned on when you tried to access the account, after you get logged in be sure to ask the client if you can turn it off
     • For GoDaddy hosted domains: Send an access request to the Bold account from the client’s account.
4. Obtain access to the client’s website
   1. This allows us to export the content/files we’ll need to build the site. If the site is managed by a 3rd party agency (such as FindLaw, Scorpion, etc), request the website files from the relevant party. If you need specific information on what to ask for, contact the project owner.
   2. If the site is maintained and hosted by the client, request they give you access to the site so we can export the relevant files
   3. If we have already migrated the site or these files have already been obtained: Skip this step.
5. Determine if there are any other accounts you may need access to. This may include any 3rd party services that may be necessary to gain access to in order to add specific features that may be on their current site. Review other tasks if you aren’t sure, or ask the project owner.

• Resources
  • Feel free to reference the attached help-sheet with pre-written language and instructions for how to approve access requests that you can use to copy/paste into an email to the client. Be sure to replace the placeholder text where necessary and to use your discretion on what you feel should be sent to the client.
  • Note: These instructions may not work for every client. Use your best judgement on how to approach with each client based on the situation.
    
• Best Practices
  • It is up to the task owner to engage with the client to whatever extent necessary to obtain this information. This may mean involve coordinating with them to receive a postcard or to get logged into a card by way of 2FA.
  • In instances where the client is unresponsive, it’s the task owner’s responsibility to ensure that the appropriate parties are being pulled in to help accomplish the task. That may mean pulling in the sales rep or other team members.
  • If the client is unresponsive and it makes sense to discontinue efforts to collect this information, it is the task owner’s responsibility to communicate this to the client so that we have some record that we notified them of our inability to gain access and fulfill XYZ aspect of our work.
  • Sometimes this process can overwhelm clients. If you were not on the Kickoff Call, it may help to reach out and ask them if they’d prefer to handle this process in bits and pieces, or if they want it all at once.
  • If the client is busy or disengaged with the process, the priority should be to at least obtain any creative assets so that the designer has them and can begin the mockup designs
  • If the client is disengaged, make sure they understand that delays in obtaining x, y or z can delay the project or prevent us from fulfilling certain deliverables.
  • Make it easy for the client: Sometimes this process can overwhelm clients. If you were not on the Kickoff Call, it may help to reach out and ask them if they’d prefer to handle this process in bits and pieces, or if they want it all at once.