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<!doctype html>
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<title>CS 4970: 06-customer-meetings slide set</title>
<meta name="description" content="A set of slides for UVa's Service Learning Practicum course">
<meta name="author" content="Aaron Bloomfield">
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<section data-markdown><script type="text/template">
# CS 4970
### Capstone Practicum I
<center><small>[Aaron Bloomfield](http://www.cs.virginia.edu/~asb) / [[email protected]](mailto:[email protected]) / [@bloomfieldaaron](http://twitter.com/bloomfieldaaron)</small></center>
<center><small>Repository: [github.com/aaronbloomfield/slp](http://github.com/aaronbloomfield/slp) / [↑](index.html) / <a href="06-customer-meetings.html?print-pdf"><img class="print" width="20" src="images/print-icon.png"></a></small></center>
## Customer Meetings
</script></section>
<section data-markdown><script type="text/template">
# Contents
[Introduction](/#intro)
[Driving a Customer Meeting](/#driving)
[Legal Issues](#/legal)
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# Introduction
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## Ah, Meetings...
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## Ah, Meetings...
- Studies of software developers have shown that nearly 60% of your time as a developer is working with another person
- 28% working with just one other person
- 30% working with two or more people
- (these numbers came from somewhere valid, but I have no idea where...)
- Programming is NOT a solo activity!
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## Meetings of All Flavors
- Meetings come in all different forms
- They change based on where you currently are in the project
- Early in the project (inception phase):
- Pitch meeting
- Vision meeting
- Contract negotiation
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## Meetings of All Flavors
- Starting the project:
- Requirements elicitation and modeling
- Initial customer meetings
- End of the project:
- Post-mortem
- Customer wrap-up
- Maintenance planning
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## ♫ [Stuck in the middle w/you](https://www.youtube.com/watch?v=DohRa9lsx0Q) ♫
- During the course of the project are the regular meetings that drive how a project progresses
- These are called different things in each process
- Daily meeting
- Stand-Up meeting
- Scrum meeting
- Iteration meeting
- In the end, these all drive the iterative process
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## Scrum Iterations
<a href="http://en.wikipedia.org/wiki/Scrum_%28software_development%29#mediaviewer/File:Scrum_process.svg"><img src="http://upload.wikimedia.org/wikipedia/commons/5/58/Scrum_process.svg" style="background-color:white" alt="scrum overview" title=""Scrum process" by Lakeworks - Own work. Licensed under Creative Commons Attribution-Share Alike 3.0-2.5-2.0-1.0 via Wikimedia Commons - http://commons.wikimedia.org/wiki/File:Scrum_process.svg#mediaviewer/File:Scrum_process.svg"></a>
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## How do we differ?
- This is not your full time job
- You do not have an office to go to
- You do not have a clock to punch (i.e. you do your work at odd hours)
- You are not being paid (sort of...)
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## How does this affect your meetings?
- Frequency
- Timing (ideally, held at same time/place)
- Accountability
- Routine (set questions to answer usually)
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## What makes a bad meeting?
- We've all been in them... what do you think?
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## What this should not affect
- Meetings with the customer need to "follow the rules"
- Even though our process is a little different, customers are still customers!
- If anything, we need to show that we're on top of what we're working on!
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# Driving a Customer Meeting
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## Driving a Customer Meeting
- Customers are fickle creatures
- Some will want to drive the meeting
- Some will want you to drive
- Some will wait for any requests for comments
- Some will offer comments so readily you won't get a word in
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## Driving a Customer Meeting
- Rule #1: Do not wing it!
- These people are "paying" you
- You should have a well thought out demonstration / presentation ready to go
- You should have specific questions planned out
- You should have these items prioritized so you get through the high-value items first
- The customer will not come to the meeting with things to talk about -- they are going to follow ***your*** lead
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## Driving a Customer Meeting
- Rule #2: Ask their opinion!
- Some customers will give you their thoughts no matter what
- Others, you need to draw it out
- The trick is to get them to comment specifically on things and not to give general answers
- Try to draw them into talking about a specific feature or question
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## Driving a Customer Meeting
- Rule #3: Incomplete work can't be demonstrated
- Focus on your successes from the past iteration
- But don't hide the fact that you didn't complete something
- But also don't put it in their face that you didn't complete something!
- Keep the meeting on a positive note
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## Driving a Customer Meeting
- Rule #4: Set priorities for the next iteration
- Based on what you show off this week, derive what are the next most important features that should be worked on during the coming iteration
- Remember: the customer chooses with your input, not the other way around!
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## Driving a Customer Meeting
- Rule #5: Be professional
- Act professional -- watch your jokes, appropriate language, etc.
- Dress properly -- we aren't talking a suit here, but maybe comb your hair and put on a clean shirt
- (and pants)
- (okay, we can go a bit beyond this)
- Don't ask inappropriate questions
- Use the appropriate terminology and words
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## Driving a Customer Meeting
- Rule #6: Understand the mentor's role
- The mentor is the grad student, in our case, and will not be present at the customer meetings
- S/he is there to offer advice
- This may be occasional guidance, or it may be a full walk-through of something
- S/he is there to make sure that the project is progressing
- S/he is NOT there to code
- In fact, for legal reasons, s/he can NEVER contribute code
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## Driving a Customer Meeting
- Rule #7: Explain things as necessary
- Customers, for the most part, are not computer scientists
- They should understand everything you are discussing
- So explain as necessary, but don't "talk down" to them
- The time for technical discussions is probably not at a customer meeting
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## Meeting Planning
- Develop an agenda
- Plan out your demo
- Come up with questions
- Come up with ideas on what will be in the next iteration
- Decide what is a reasonable workload in the next iteration
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# Legal Issues
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## Legal rules for customers
- This was discussed in the [legal issues](01-legal.html#/) slide set (specifically [here](01-legal.html#/customers))
- The rules are:
- Never go to a customer meeting by yourself -- always in a group of 2 or more
- Never be in a situation where the customer gives you a ride home
- We'll pay transportation costs if you get stranded
- If anything feels "wrong", leave immediately and let us know ASAP
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## The source of the rules
- The rules are in addition to the NDAs and overall legal agreement (found [here](../uva/legal.html)), which have been discussed previously
- The three rules have been created in conjunction with Rick Schupp, the director of [UVa's office of Risk Management](http://www.virginia.edu/riskmanagement/)
- They are not a judgment of your capabilities as an adult
- Nor is it a judgment of the customer
- It is simply a set of guidelines to keep you safe
- And to address a UVa liability issue
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## A note about travel
- It is between you and the customer whether you travel to him/her, or s/he comes to you
- You can reserve a room in Rice
- However, you are not to travel to a non-Charlottesville
- The UVa office of Risk Management has deemed any address outside of Charlottesville as being "too far" to be safe
- Any non-Charlottesville customers have been made aware of this
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