The next question is, of course, how to get your employees to faithfully record and submit their hours? I recently heard someone say, “You shouldn’t point out a problem unless you’ve prepared a solution.” — an adage I’m going to try to live by — so I have a solution. It starts with education. Your employees should know the importance of recording billable time. We’re all in this together and everyone wants to keep the lights on in the agency. Set the right expectations and put a clear process in place. Prepare for contingencies and eliminate room for excuses.

At Developware, we’ve addressed this issue by implementing a feature in CurrentTrack^® which helps agency principals enforce a time sheet policy. Users of CurrentTrack can be flagged as time sheet required. You can also set how long an employee has to enter their time. At the specified time, if a user has an overdue time sheet, CurrentTrack displays a pop-up notification letting them know they’re missing a time sheet. They’re then brought to the screen where they can easily complete it. The user isn’t permitted to continue using the system until their time sheet has been successfully completed and filed. This might be some tough love for the offenders, but your business depends on it!

Please share your time sheet policy and enforcement methods in the comments!

The traffic manager is responsible for scheduling and moving work along a Critical Path while the production manager is assigned tasks along said Path – estimating, buying and managing outside services, for example.

According to Tony Mikes, president of Second Wind Network, “The production manager is responsible for pricing all services the agency delivers, working with the various agency departments – creative, account service, public relations, media, interactive – in calculating in-house charges and requesting estimates from outside vendors.” Once gathered, the production manager compiles costs into an estimate. The estimate is then routed through the traffic manager and given to the account executive for client approval.

The traffic manager, on a daily basis, compiles a master workload schedule and talks with each employee, ensuring deadlines are met. This includes the production manager who confirms estimate, shipping and delivery dates.

The primary role of the production manager is to obtain the best possible prices from outside vendors. This requires building (and maintaining) strong business relationships and exploring unique opportunities. The traffic manager is strictly an inward-facing employee who works closely with all departments.

Now that you’ve a better feel for the separate roles of traffic and production, you can see why combining the two may not be the best option. Mikes states it best, “If the production manager is busy for most of the day, scheduling work and resolving conflicts, how can they honestly get the best possible price and delivery for the agency? If a traffic manager is not able to keep up with scheduling changes and new orders because they’re proofreading, estimating and expediting, the timelines and accuracy of the agency’s work will suffer.”

Being a small- to medium-size agency, you may not have the financial resources to divide the roles of traffic and production. You’re not alone. As your agency continues to grow, pay attention to the quality of work being produced by your traffic-production manager. If the increased work volume is impacting it, it may be time to consider a role division.

S/he collaborates with all internal departments and works closely with a variety of outside suppliers. The OM reports directly to the Chief Operations Officer (COO).

Responsibilities:

• Attends daily (or weekly) production meeting

• Possesses strong written and verbal skills

• Answers telephone

• Oversees operation of office equipment (e.g. printers, fax machines, phone systems)

• Maintains inventory of internal supplies (e.g. paper, toner, soft drinks)

• Issues Purchase Orders (POs) for all internal supplies and shipping charges

• Greets agency guests; prepares beverages (as requested)

• Opens and sorts mail; delivers all communications to appropriate personnel

• Designs office filing systems; ensures systems are kept up-to-date

• Prepares business correspondence (per instruction)

• Coordinates business travel arrangements for agency team members

• Assists with public relations and new business mailings

• Oversees new staff member orientation and training

• Maintains up-to-date contact database of all clients and vendors

• Calculates all in-house and external shipping charges

• Proofreads all materials before vendor distribution

• Reviews shipping receipts and helps resolve billing discrepancies

• Submits a daily Time Sheet detailing work execution

• Secures all office areas at the close of the business day

The primary responsibility of the Procurement Specialist (PS) is to find goods and services on behalf of an individual or business, at an acceptable price, that meet a stated need. S/he has dedicated a significant amount of time (and effort) to become an expert in procurement.

The PS collaborates with the Creative Director (CD), Print Buyer (PB)/Production Manager (PM) and Office Manager (OM), as well as the traffic department, as necessary. S/he reports directly to the PB/PM.

Responsibilities:

• Attends daily (or weekly) production meeting (as requested)

• Has experience in strategic sourcing, contract negotiation and bid tendering

• Checks initial input for accuracy and requests additional information (if needed)

• Compares costs and evaluates the quality and suitability of goods and services

• Establishes and maintains effective vendor relationships

• Keeps informed of new products and market trends

• Works with officials of various internal departments to determine purchasing needs

• Maintains detailed records of purchase price information

• Ensures the timely and accurate delivery of promotional items

• Alerts appropriate parties if deadlines cannot be met

• Carefully monitors specially packed orders and inventory allocation

• Alerts appropriate parties of any problems related to item quality

• Demonstrates sound judgment in resolving fulfillment issues (e.g. returns)

• Adheres to company dress code policy

• Submits a daily Time Sheet detailing work execution

The primary responsibility of the Web Developer (WD) is to aid in the production of interactive advertising and marketing campaigns. S/he also supports the existing infrastructure of the agency and aids in the development of new technologies.

The WD generally works as a team with a designated Art Director (AD) and copywriter or receives written copy and places it within a specific form of advertising. S/he reports directly to the Chief Technology Officer (CTO) and/or Creative Director (CD).

Responsibilities:

• Attends daily production meeting

• Designs creative materials according to instruction provided by AD and/or CD

• Helps determine how materials can best be digitally optimized, presented for the web

• Assists with and understands relational databases

• Meets with account service (AS) to ensure campaign consistency across all interactive media

• Performs extensive testing of web applications

• Collaborates with AD, CD on design elements and outside sources

• Demonstrates proficiency in various programming languages (e.g. HTML, Javascript, Flash)

• Understands architecture of client server and Internet systems

• Tests creative for functionality across various browsers, resolutions

• Alerts CTO, AS and Traffic Manager if deadlines cannot be met

• Possesses a working knowledge of programming technologies

• Identifies possible application deficiencies; recommends solutions

• Proactively seeks opportunities for continuing education

• Makes text corrections to interactive materials (as requested)

• Possesses strong visual, verbal communications skills

• Submits a daily Time Sheet detailing work execution

Internally, s/he collaborates with the Creative Director (CD), Production Manager (PM)/Print Buyer (PB) and Office Manager (OM), as well as the traffic department.

The FS reports directly to the PM/PB.

Responsibilities:

• Attends daily (or weekly) production meeting (as requested)

• Checks initial input for accuracy and requests additional information (if needed)

• Alerts PM/PB and Traffic Manager (TM) if deadlines cannot be met

• Helps to obtain best possible delivery dates for promotional items

• Assists OM, TM in obtaining supplies (e.g. ink, packaging materials, postage)

• Interacts closely with PM/PB regarding specially packaged orders and allocated inventory

• Is proactive and self-directed in all order fulfillment functions

• Alerts PM/PB of any problems related to promotional item quality

• Demonstrates sound judgment in resolving fulfillment issues (e.g. returns)

• Adheres to company dress code policy

• Submits a daily Time Sheet detailing work execution

The Jr. Copywriter reports directly to the CW.

Responsibilities:

• Attends daily (or weekly) production meeting

• Brainstorms with CW, AD, other team members regarding campaign concepts

• Writes copy according to instruction provided by CW or Account Executive

• Assists with writing of press releases

• Presents ideas to internal colleagues

• Gains an understanding of client’s target audience, competitive landscape

• Attends audio recording sessions (as requested)

• Alerts CW, Traffic Manager if deadlines cannot be met

• Works with CW to maintain client and agency text style templates

• Reviews all copy with CW before being routed to AD for layout

• Alerts CW, Traffic Manager if deadlines cannot be met

• Makes text corrections to creative materials (e.g. scripts, storyboards)(as requested)

• Reviews assigned project proofs before being routed to outside vendors

• Submits a daily Time Sheet detailing work execution

• Develops the skills necessary to advance to the position of Copywriter

The primary responsibility of the senior-level Copywriter (CW) is to develop and produce effective advertising campaigns. S/he works closely with a designated Art Director (AD) to develop concepts into a specific form of advertising (e.g. web site, print ad, storyboard, billboard, direct mail, etc.). The CW sometimes works in conjunction with another writer as part of a larger design team.

The CW reports directly to the Creative Director (CD).

Responsibilities:

• Attends daily (or weekly) production meeting

• Brainstorms with CD, AD, other team members regarding campaign concepts

• Assists with writing of new business proposals, client marketing plans, press releases

• Oversees timeliness of agency web site content

• Assists with writing of agency self-promotional materials

• Presents ideas to internal colleagues, clients (if applicable)

• Gains an understanding of client’s target audience, competitive landscape

• Regularly contributes content to agency blog, other social media outlets

• Assists with selection of voice, television talent

• Attends audio recording sessions (as requested)

• Works with CD to outline, maintain client and agency text style templates

• Obtains sequential sign-off on copy before being routed to AD for layout

• Writes copy according to instruction provided by AD or Account Executive

• Alerts AD, Traffic Manager if deadlines cannot be met

• Makes text corrections to creative materials (e.g. scripts, storyboards)(as requested)

• Reviews all project proofs before being routed to outside vendors

• Submits a daily Time Sheet detailing work execution

By providing maximum information to AEs via face-to-face communication, the AS has input in the development of strategic marketing plans. S/he also identifies, pursues and closes new business opportunities with both existing and potential clients.

The AS reports directly to the president.

Responsibilities:

• Maintains an accurate and documented pipeline of prospects

• Provides a detailed sales forecast of identified and proposed opportunities

• Establishes and maintains productive relationships with senior client personnel

• Frequently meets with AEs to review their activities

• Collaborates with internal resources to develop comprehensive presentations

• Effectively presents, sells and defends agency work to clients

• Oversees successful execution of approved client programs

• Ensures client account growth, profitability

• Quickly and accurately relays changes to AEs

• Assesses AE performance on a twice-yearly basis, at minimum

• Keeps apprised of client brands, products, services, market developments

• Gathers knowledge of competitors and determines how to effectively position clients

• Reviews all client proposals, marketing communications, media, PR plans

• Works with AEs, new media team to ensure cohesion of marketing efforts

• Reviews, approves major creative materials (i.e. scripts, layouts, production art)

• Ensures client accounts are sufficiently staffed

• Reviews estimates, invoices prior to release and ensures prompt collection of Accounts Receivable

• Participates in agency, client performance reviews

• Represents agency at industry and community functions

Internally, s/he collaborates with creative directors, art directors and graphic designers, as well as members of the account service team and traffic department. S/he also works closely with a variety of external suppliers.

The PM reports directly to the Creative Director (CD).

Responsibilities:

• Attends daily (or weekly) production meeting; leads meeting (if required)

• Checks initial input for accuracy and requests additional information (if needed)

• Meets with account service and creative teams to ensure consistency across all media forms

• Possesses a working knowledge of design and printing technologies

• Collaborates with creative team regarding project specifications (e.g. colors, dimensions, etc.)

• Alerts account service, CD and Traffic Manager if deadlines cannot be met

• Obtains detailed estimates from a variety of vendors; ideally, three per project

• Maintains up-to-date contact information for all vendors

• Maintains and develops strong vendor relationships

• Calculates all in-house, external printing charges

• Obtains best possible delivery dates for all agency projects

• Proofreads all materials before vendor distribution (i.e. copy/layouts/production art)

• Assists Office Manager in ordering internal supplies (e.g. paper, printer ink, etc.)

• Issues Purchase Orders for all printing-related expenses

• Attends vendor press checks (as necessary) and ensures high quality of materials

• Obtains sequential sign-off on all proofs moving in and out of the agency

• Delivers creative materials as instructed by account service team

• Submits a daily Time Sheet detailing work execution

• Reviews vendor invoices, including shipping receipts, and resolves billing discrepancies