Clarity about Customer Communication

[Elizabeth Ann West]

I am working with a regular customer for the first time, and think I may have violated the rules, but I'm not sure as the Author's help section on this is vague.

My customer owns a web based business and I believe English is his second language. We had some trouble with the Public Request system, for some reason it wasn't alerting me everytime by email when he would answer me, and vice-versa. This resulted in a little panic on both of our parts at first when we were trying to communicate and negotiate price.

So, while all articles and work is posted to Constant-Content and I do not, and will not accept any payment outside of C-C, our communication is now mainly via email. The naure of the work is weekly, and is dependent upon him directing me to which areas of his website he wishes me to work on. For example, I am working on rewriting his About Us section, which will then be submitted here as just a private request, and I do weekly blogs now (just finished my first two) highlighting the products he desires with links and working them into the body. After that, I am also going to be writing introductions to each Category listing, bundled together and sold here.

It's just easier for our communication to go via email, and it's faster as no offense, but the website here is hit or miss with alerts, and speed lately. I know a lot of updates are coming/in the works to help in customer communication. I am strictly using email as a form of communicating more quickly than by public request Q & A.

I can't expressly find anywhere that this is forbidden, and I read the Terms and Conditions very carefully again just now. But I do see direct customer contact is not allowed in the Author FAQ, and the answer refers to the Terms and Conditions, where again I can't find it. As long as I am only using the email communication for clarity on content for the C-C, and not using the communication to use the customer contact in a way that would go against C-C business needs, is this a problem, or do most writers who work closely with a particular customer also use email as a back up communication system?

Thanks.

Always Smiling,
Elizabeth West

[Annetta Holmes]

Hi Elizabeth

I've also hit a snag with alerts from customers so I'm also checking in the Q and A every five minutes. However, I've had eight test emails this morning from CC so the problem is being worked on.

I do know that sometimes CC allows you to communicate directly with the customer. As long as CC never gets by-passed regarding submissions it should be fine.

I love the CC system - except when it's slow and hiccupy - because I can concentrate on writing and CC handles the promotions and money collections.

Good luck with your work and your customer

Annetta

[Ed]

This should be fine for now as long as everything goes through CC.

Probably best just to email support with this information. A written record will make potential misunderstandings less likely to occur.

[Elizabeth Ann West]

Will do thanks.

Always Smiling,
Elizabeth West