Defining the levels of authority and responsibility
Defining the levels of authority and responsibility
In “Internet Consulting – It’s more than Just SEO – Part III,” the ability of an internet consultant to help a company address and assess their website was discussed. In Part IV, we will address the importance of defining the levels of authority and responsibility that will be granted to the internet consultant to be able to take action.
Authority without responsibility is an opportunity for abuse. Responsibility without authority is a recipe for frustration. Somewhere in between these two polar opposites lies the assumption of risk. Both the internet consultant and the business owner (or their duly appointed representatives) need to understand these three factors for a healthy relationship and a constructive outcome.
There are two levels in which this relationship can play itself out:
Limited access
Full access
Limited access
If the consultant does not have an established relationship with the customer it is highly likely that the business owner will feel very protective about key issues like proprietary information, full access to all systems and employee resources, and other sensitive areas of their organization. Because they are risk adverse, they will most likely only provide the consultant with limited access to these sensitive areas. This can be very problematic for the consultant because they are probably not going to get the whole picture that is necessary to make a complete and informed recommendation.
In a situation where limited access is provided, someone from the organization will typically be assigned to assist the consultant in doing research and obtaining information while acting as a filter to make sure that boundaries are not violated. On the plus side, the consultant gets someone to bounce questions off of that is familiar with the ins and outs of the organization and who knows who they need to talk to. On the minus side, the consultant may not get full disclosure of some critically important information and the entire process may be much slower than if left unfettered.
Full access
Full access is a little more common after a solid relationship has been developed between the consultant and the business managers. Even with a solid relationship, the consultant is often required to sign a non-compete agreement and a confidentiality agreement. While an internet consultant should never expect total access to things like financial information, human resource data, and the like, they will often be provided access to business systems necessary for reviewing processes in detail. It takes a tremendous amount of trust in your consultant to allow them access through the back door into your website or to make them privy to critical objectives in your marketing plan.
In conclusion, the relationship between the internet consultant and the business manager is key for the consultant to have access to the information necessary to present a solution for approval. The challenges facing the consultant will be dependent upon the level of authority and responsibilities agreed to, and this could vary from simply making recommendations to performing highly detailed work like launching an online marketing plan. Many companies have developed strong and lasting relationships with “their” internet consultants over time often treating them more like a trusted vendor than a consultant.
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