To get the most out of Content Snare, everything comes down to the way you create your requests. At the same time, there is a lot of flexibility in Content Snare, so it can be hard to know if you\u2019re doing things the \u201cright\u201d way. <\/p>\n\n\n\n
In this article we\u2019ll dig into some ways you can create amazing requests that:<\/p>\n\n\n\n
You may also want to\u00a0check out this example<\/a>\u00a0of a request that we love, made by one of our best customers.<\/p>\n\n\n\n You don’t need your requests or templates to be perfect from day one<\/strong>. They will evolve based on client feedback.<\/p>\n\n\n\n If clients don’t understand what you’re asking, they might mess up an answer, or ask you a question through the software.<\/p>\n\n\n\n When this happens, it’s an opportunity to update your template to add clarification or more instructions. Next time you use that template, it’ll be easier to understand. Over time, they’ll become better and better.<\/p>\n\n\n\n That said, this guide will help you get closer to that end goal. <\/p>\n\n\n\n Content Snare\u2019s special sauce is how easy it is to use for your clients.<\/p>\n\n\n\n Clients see a cut-down version of what you see in Content Snare. This interface has gone through rounds of feedback, data analysis and testing with real humans. It\u2019s designed to be used by non-technical people, without training.<\/p>\n\n\n\n We know it works, so we\u2019re a bit protective of it. This is why you won\u2019t find too many customization options in things like fonts, spacing between questions or design (but you can still add your\u00a0branding<\/a>).\u00a0<\/p>\n\n\n\n When you\u2019re creating requests, we\u2019d like you to have the same level of commitment to making things as easy as possible for your clients.<\/strong><\/p>\n\n\n\n This is the #1 thing to think about.<\/p>\n\n\n\n This applies not just to Content Snare, but your entire workflow.<\/p>\n\n\n\n Imagine your process from start to finish, from your client\u2019s perspective. Every email that is going to be sent, or software you\u2019re asking them to use, consider:<\/p>\n\n\n\n When you\u2019ve been in a field for a long time, there\u2019s a lot of knowledge that becomes second nature to you. That\u2019s not the case for your clients.<\/p>\n\n\n\n Terminology or abbreviations that are standard in your industry might be completely foreign to your clients.<\/p>\n\n\n\n When you\u2019re writing instructions in Content Snare, or customizing reminder emails, take a minute to think about what stage your client is at.<\/p>\n\n\n\n It can be helpful to picture a particularly difficult client and pretend you\u2019re explaining things to them. If you\u2019ve done a good job of explaining to that person, then everyone else will find it a breeze. <\/p>\n\n\n\n Everyone is busy, so that\u2019s something you should consider when designing your requests.<\/p>\n\n\n\n Only ask them for information that you truly need. Trim everything else. Use\u00a0conditional logic<\/a>\u00a0to only show relevant questions.<\/p>\n\n\n\n If you need <\/strong>a lot of information, emphasize the fact that your client doesn\u2019t need to complete it all in one go. <\/p>\n\n\n\n If they don\u2019t know you need a lot of information, it can be a bit of a shock for your client when you send them a 10-page form to fill out.<\/p>\n\n\n\n Content Snare was designed to reduce overwhelm, but it\u2019s a better experience for your client if they know what to expect. <\/p>\n\n\n\n Early on in your process, make clients aware that you\u2019re going to need information from them before you can get started. Ideally, mention it multiple times during phone calls, in your proposal, and in emails.<\/p>\n\n\n\n Instructions are the foundation for a great client experience.<\/p>\n\n\n\n With good instructions, your request becomes more of a guided workflow, and less of a big list of questions.<\/p>\n\n\n\n Hot tip <\/strong>: One Content Snare customer dropped this amazing quote: \u201cyour questionnaire should sound like you giving an interview<\/strong>.\u201d This is an amazing way to think about your requests. Try to replicate the voice you would use with your clients if you were talking to them in person. This applies to the naming of fields (questions) and the instructions you write.<\/p>\n\n\n\n Secondly, imagine you are explaining things to your most difficult client<\/strong>. If they can understand it, so will the rest of your clients. And they\u2019ll love you for making it easy for them.<\/p>\n\n\n\n There are a few types of instructions:<\/p>\n\n\n\n When you are writing instructions, follow these guidelines:<\/p>\n\n\n\n Request instructions are the first thing your client will see after they click the link to get in. Think of them like a welcome page.<\/p>\n\n\n\n Content Snare includes some default instructions, but these are general. Customize them to match your brand and the kind of request you are sending. <\/p>\n\n\n\n Here you should:<\/p>\n\n\n\n Page and section instructions are used to add additional context to a group of questions.<\/strong><\/p>\n\n\n\n For example, if you are requesting website content for an \u201cAbout page\u201d, the page instructions might show a wireframe for a typical About page, and discuss why this page is important. <\/p>\n\n\n\n The section instructions could do the same, but for each section on that page e.g.\u201dheader\u201d, \u201ccontent area\u201d etc. You might include a smaller wireframe and some dot points to keep in mind while they answer the questions for this section. <\/p>\n\n\n\n Outside of web design, adding context is still important. For example in accounting, you might say \u201cThe following questions pertain to the XYZ entity, for the period of July to December\u201d<\/p>\n\n\n\n Content Snare comes with built-in reminders. These are a good starting point, but they are general in nature. Customize them to match your brand and workflow.<\/p>\n\n\n\n Here are some tips for improving your reminders:<\/p>\n\n\n\n Customize the \u201cNew request\u201d email<\/strong><\/p>\n\n\n\n The first interaction your client has with Content Snare is the first email they receive. So when customizing this reminder, think about what might be going through their mind when they see it. <\/p>\n\n\n\n Are they expecting it? If not, let them know what this request is all about, and why they should use Content Snare to submit everything (because it will make the process easier for them, ensures nothing goes missing and they can easily track their progress.)<\/p>\n\n\n\n Include some basic instructions<\/strong><\/p>\n\n\n\n In the time since your client last received a reminder, they might have forgotten what it was all about. A little refresher can be helpful. <\/p>\n\n\n\n Here are some things that you may wish to add to emails:<\/p>\n\n\n\n Take a look through the \u201cvariables\u201d dropdown to see what placeholders you can add to emails. For example, you can add \u201cDays remaining\u201d and \u201cPercentage complete\u201d to create a sentence like \u201cYou are 56% complete and there are 4 days left to complete this\u201d. <\/p>\n\n\n\n If you\u2019ve noticed previous clients replying to reminder emails instead of using Content Snare, explicitly call out that they should not reply to the email and reiterate why they should use the link to provide information.<\/p>\n\n\n\n Use SMS as-required, but sparingly<\/strong><\/p>\n\n\n\n SMS reminders are generally better for B2C businesses, if your consumer client isn\u2019t as tech-savvy or if they don\u2019t use email all that much. Business clients however, almost always make heavy use of email and can be expected to see your reminders. <\/p>\n\n\n\n Remember that with an SMS, your client will be viewing Content Snare on their phone, so the experience is different. On a smaller screen, instructions take up more room, so make sure you test your requests on your own phone to see how they look.<\/p>\n\n\n\n Below are some things to think about to create the best possible requests. <\/p>\n\n\n\n Use the first page for the most critical information<\/strong><\/p>\n\n\n\n If you\u2019re able to get started on a project with only a portion of the information you\u2019re requesting, put it all on the first page and call it something like \u201cCritical Information.\u201d <\/p>\n\n\n\n Explain to your client that if they can at least finish the first page, you can get started and they can complete the rest later.<\/p>\n\n\n\n Different templates for different types of clients<\/strong><\/p>\n\n\n\n If you have distinct types of clients, it can make sense to create different templates for them. <\/p>\n\n\n\n For example, imagine a building company that works for both architects and homeowners. They have a question \u201cwhat kind of door do you want?\u201d To answer that question, homeowners need to see image examples of different doors so they can choose the one they like. Architects already know what they are doing, so having to scroll through pictures might actually annoy them. Even though the question is the same, the experience is different.<\/p>\n\n\n\n Consider the type of client that will be receiving each request, and if it makes sense to create a different template for them.<\/p>\n\n\n\n Taking this further, you can also create different reminder schedules. Some types of clients may need more frequent reminders, or different content within those reminders.<\/p>\n\n\n\n Use conditions for self-selecting workflows<\/strong><\/p>\n\n\n\n Conditions<\/a>\u00a0allow you to show or hide questions based on your client\u2019s previous answers. You can show\/hide individual questions, or entire sections.\u00a0<\/p>\n\n\n\n For example, if you ask a client \u201cWhat kind of company do you have?\u201d. If they choose \u201cPrivate Company\u201d, you could show a section of questions for private companies. <\/p>\n\n\n\n Doing this, your clients only see questions that are relevant to them. This reduces overwhelm and makes it easier to complete your request. <\/p>\n\n\n\n Use comments to understand friction points<\/strong><\/p>\n\n\n\n The comments area is where your client can ask questions if they get stuck. If you notice the same questions being asked, or people getting stuck on the same spot, it\u2019s a sign that something could be improved. <\/p>\n\n\n\n Try editing your instructions, adding images or video where necessary, to answer the most common questions you get. A simple way to do this is add an FAQ in the instructions with the exact questions you\u2019ve received before.<\/p>\n\n\n\n Use the right field type<\/strong><\/p>\n\n\n\n Try to use the right type for the question you\u2019re asking (learn about the different types of fields\u00a0here<\/a>). For example, an email field will automatically ensure that what your client enters is a valid email address.\u00a0<\/p>\n\n\n\n Consider if your client will need multiple lines of text to answer, and in these cases use a multiline text field. If you want them to add formatting like lists or bold, use the formatted text field.<\/p>\n\n\n\n If you need them to provide multiple answers, consider using a text field with the \u201cmultiple answers\u201d option turned on, or use a table.<\/p>\n\n\n\n You may want to\u00a0check out this example<\/a>\u00a0of a request that we love, made by one of our best customers.<\/p>\n\n\n\nFirst: An important note<\/h2>\n\n\n\n
Why Content Snare works<\/h2>\n\n\n\n
1. Put yourself in your client\u2019s shoes<\/h2>\n\n\n\n
What do they know (or not know)?<\/h3>\n\n\n\n
How much time do they have?<\/h3>\n\n\n\n
Did they know this was coming?<\/h3>\n\n\n\n
2. Guide clients with instructions<\/h2>\n\n\n\n
Types of instructions<\/h3>\n\n\n\n
\n
General guidelines<\/h3>\n\n\n\n
\n
How to write request instructions<\/h3>\n\n\n\n
\n
\n
How to use page and section instructions<\/h3>\n\n\n\n
Customizing email and SMS reminders<\/h2>\n\n\n\n
\n
Other tips and ideas<\/h2>\n\n\n\n
Examples<\/h2>\n\n\n\n
Questions?<\/h2>\n\n\n\n