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Changes: scope creep, and managing time and costs

Let’s define what scope creep is. In short, if a client adds new items or makes changes after the initial brief is completed and the creative team has moved to draft 2 or later, it is scope creep.

There are exceptions. For example, at the beginning of a project, if a client mentions possible changes or updates are expected, these should be included in the initial fee. But if the brief is being added to Propagio in pieces and Creatives can’t start until it’s all in, this is the time to have that open discussion, recalibrate, and adjust due dates or fees as needed.

Everyone experiences scope creep at some point. Having a plan in place to resolve it, and advising clients as soon as possible, is the key.

Where it comes from

Many places, but it typically stems from two, and they can be interrelated.

  • IndecisionThe client needs to see it before they can make the final call.
  • Insufficient informationThe project relies on contributions from consultants and stakeholders that have not arrived yet.
From experience, not a study. Both are usually visible in the brief before a project starts, which is the argument for reading it properly: see What’s in a good briefing.

As an artist or project manager, it makes sense to review ALL of the information in the briefing, visualise the process from beginning to end, and identify ALL the missing pieces. If something is missing, it could have an impact, usually on time and money.

When scope creep occurs, think of it in terms of the time required to complete the update and the cost of making those changes. Don’t know? Take a guess, but note how long this change took and commit it to memory, or write it down. Being mindful of ‘other commitments’ helps here.

The key is to manage time and cost expectations with the client. If you think it will take 2 hours, add a little bit. Time can easily slip when a Creative’s flow state has been interrupted. Add this extra time to an invoice or in an email, and let clients know as soon as possible.

Providing the heads-up

In this order, and the sooner the better.

  1. 01Be honest and conciseDon’t make excuses.
  2. 02Offer solutionsIf it affects existing due dates, come with new dates and costs, not just the problem.
  3. 03Check the knock-onBe mindful of the impact on other projects looming. Scope creep has knock-on effects.
  4. 04Absorb it, or say soIf it is minimal and you can make up the time, do so. If you can’t, propose revised times. Either way, let the client know.
  5. 05Get it agreedCalibrate with the client. The adjustment needs agreement, or a compromise, so the project can proceed.
The last step is the one people skip: an adjustment nobody agreed to is not an adjustment. More on holding the dates in Managing expectations.

I hope this helps someone,
Thanks for reading.
Luke