An American Editor

December 31, 2018

On the Basics — Managing “Creepy” Challenging Clients and Projects

By Ruth E. Thaler-Carter

Into each editor’s life a little rain, in the form of difficult or challenging clients or projects, must fall. Here are a few examples, with some tips for how to respond to them that could make the new year a little easier for all of us!

Classic headaches

A recent social media post included these comments:

“… when someone books a 4k word edit then sends you 100k.”

“Client sent over and paid for 136-page edit, but kept writing and writing and sent over a total of 600 pages! Expected me to edit for price she already paid because I ‘owed’ her …”

Ah, yes — the infamous scope creep. These situations arise on a regular basis among colleagues, and not just editors. I’ve had writing assignments where the editor asks for additional interviews after we’ve agreed on a story length, sometimes even after I’ve finished the piece and turned it in. I’ve had proofreading work that turned into editing — sometimes even close to substantive work, although I prefer not to work that hard and only rarely accept such projects.

The impossible request

“Impossible” requests are another instance of projects that can become headaches if we accept them. Clients who are clueless about what it takes to get their projects done can ask us to meet deadlines that are downright ridiculous, but — again — sometimes it seems as if it’s more important to have work in hand than to maintain sanity about our work lives.

In a related social media conversation, a colleague posted about a client asking to have a 230-page thesis edited in not even two days. And that was before the poster had seen the document to verify whether her definition of “a page” was anywhere close to the client’s version. My guess is that checking the word count would reveal that the client’s 230 pages equaled 400 to 500 of the editor’s.

My response was: “In circumstances like this, I don’t give explanations. Just ‘I’m not available.’ I learned that lesson years ago from having people say things like, ‘Surely you can fit this into your vacation time’ or ‘When do you get back?’ Some will still say ‘When would you be available?’ and I use something like, ‘I don’t do this kind of work and never would commit to such a schedule/deadline.’”

Even if you work in-house rather than freelance, unreasonable deadlines can be an issue, but it’s harder to set boundaries with colleagues and bosses/supervisors than with prospective (or even ongoing) clients.

Offensive content

How to turn down a project that contains content we find offensive is another challenge for freelancers, especially those who really need income right that moment. “Offensive” can mean anything from political to sexual (erotica or porn) to violent to racist to any other type of content that goes against your personal comfort zone.

Rude and unpleasant people

Luckily, I haven’t had to deal with this often, but some clients turn out to be rude and difficult to deal with. Managing such personalities is a challenge at any time, but especially when the behavior doesn’t show up until you’re well into the project and have invested some, much less substantial, time and effort in it.

The big “why”

Some of that rude, unpleasant behavior shows up early in a client/freelancer relationship when a prospect brusquely questions your rates, no matter how you charge (by the word, hour, project, etc.). Challenging our rate structure indicates a probable PITA (pain in the … posterior) client; someone who starts the relationship by essentially insulting the editor’s stated value is likely to be difficult throughout the project.

Protective techniques

How can we defend ourselves against such situations? It’s always hard to say no to new work, especially for those who are desperate for every penny (trust me, I’ve been there). It’s even harder once there’s a serious prospect in place, and yet again when you’ve invested time and effort into at least the beginnings of a project that starts to morph into far more than you expected.

Protecting ourselves against such challenges often can make the difference between an editorial business that makes a profit and feels fulfilling versus one that makes its owner crazy as well as broke. We all may need to develop tough outer skins when it comes to situations like these, and learn when to “just say no.”

  • The first thing that colleagues in the scope creep conversation offered was “CONTRACT!” It can feel awkward to expect new clients to sign a contract, but whether you call it that or a letter of agreement, it’s something that can make a huge difference in how a project turns out. And not just from the financial perspective. Agreeing to do more than you originally expected a project to involve creates all kinds of problems. You’re likely to resent the client for creating extra (even excess) work for no additional payment, which can affect the quality of what you produce. The additional length means spending more time than you may have budgeted, which can interfere with meeting other deadlines or accepting new (and better) projects that come in while you’re wading through all those extra words.

I include language in responses to prospective clients along the lines of “I’ll provide an estimate of the deadline and fee once I see the manuscript and confirm the word count.” The estimate message and contract language include “Deadline and fee based on word count of X. Any changes or additions will result in a revised deadline and fee. If the work appears to require more time than expected, I will alert you before going beyond the agreed-upon time or amount.”

I should have mentioned in that online conversation that I also tell prospective clients that I define a page as 250 words (I went back to add that detail!). That can save a lot of hassle in explaining why the client’s 25 pages are actually my 50 pages or more, and why my fee and deadline are higher than the client might have expected.

  • When someone is rude or otherwise unpleasant in a phone or e-mail conversation, I respond with, “This isn’t an appropriate way to communicate with me. If you can’t be civil, we won’t be able to work together.” Sometimes that kind of response has to be repeated; if that’s the case, I go with the classic “Three strikes and you’re out” approach. I’d rather lose the job and the client than deal with someone who doesn’t respect my time and skills.
  • My response to questions about my rates is that they are based on X years of training and experience, and that the prospective client is welcome to look into working with other writers, editors or proofreaders if cost is their main concern. (I’m often tempted to say something like, “By the way, when you come back to me because the cheaper person you hire doesn’t work out, my rate will double,” but haven’t done so … yet.)
  • When I receive a manuscript that I find offensive or upsetting, I find a polite way to turn it down rather than subject myself to unpleasantness in my work life. I’ve used language like “I don’t handle this kind of material.“ Short, sweet, to the point. If I know someone who is comfortable with working on erotica, I might contact that colleague to ask if I can give their name to the potential client. For other areas, I simply send that “I don’t …“ message and hope never to hear from that author again.

As I was writing this column, I got a notice from the Freelancers Union about a blog post entitled “Five self-care fundamentals for freelancers.” The teaser text was: “By showing yourself how to treat yourself, you are by default providing a blueprint for how others should treat you.” That made me realize that setting out our guidelines for the kinds of work we accept as editors (or any other editorial freelancers), especially in terms of deadlines and fees, is a form of self-care. It isn’t healthy to let clients run our lives and impose crazy-making deadlines, rude behavior, insufficient payment levels, unpleasant material or other problems on us.

For any and all of these situations, the best technique might be to anticipate them and  prepare responses before such clients or projects show up. Having a script in place makes it much easier to respond to or head off problem clients, whether the “creep” is a matter of project scope, icky content or nasty behavior. The Girl Scouts have a point when they say “Be prepared.“

Let us know how you’ve handled situations like these.

Here’s to a healthy, productive new year, free of scope creep and other “creepy” aspects of our professional lives!

Ruth E. Thaler-Carter (www.writerruth.com) is the editor-in-chief of An American Editor and an award-winning provider of editorial and publishing services for publications, independent authors, publishers, and companies worldwide. She also hosts the annual Communication Central “Be a Better Freelancer”® conference for colleagues. She can be contacted at Ruth.Thaler-Carter@AnAmericanEditor.com.

June 11, 2018

Thinking Fiction – To Specialize or Generalize?

Carolyn Haley

I am a fiction editor. I wear that label with pride because it took many years to earn it, via a long and zigzag road. I love my job and don’t ever want to do anything else.

I can’t claim to be a fiction-only editor, because I still work for long-term clients in other realms. This maintains diversity and provides security, because keeping some nonfiction clients avoids the risky business position of having all of my eggs in a single basket.

I thought I had the mix in a nice, stable balance, but then I had an experience that rocked my editorial boat and revived questions about my professional choices; questions I believed I had answered long ago.

The Curse of Complacency

Late last year, the dreaded “freelancer famine” occurred after a long-lasting feast. Several scheduled jobs were canceled or postponed, and I failed to win new projects I’d pitched for. Suddenly I was facing a shortfall right when I needed an infusion of cash. Like a blessing from the gods, though, an old client appeared who had a similar problem: The editor for a book had backed out, and other editors they’d asked to step in were unavailable. They desperately needed help in a hurry. Voilà: I was available, and we merged into a mutually satisfactory arrangement.

The project involved a book type I hadn’t handled in a long time: academic. I’d done a few similar books for this client over the course of a decade, and our track record together was excellent, so I knew I could do the job competently, even though it wasn’t my daily fare.

Wrong.

By the end of Chapter 1, I was in trouble. My fiction concentration had drawn me far enough out of nonfiction that I’d forgotten many of the conventions used both in scholarly works in general and this client’s projects in particular. I hadn’t kept good notes for past jobs so I couldn’t brush up. The procedures and macros I’ve built for novels were irrelevant for academese, including references, citations, figures, and tables. I didn’t have time to study and develop the software tools that could help me, since this was a rush job.

The only smart thing I did was inform the project editor (PE) up front that I was stale on this type of editing and might need her help. Good thing, for I wallowed and flailed all the way through. I did get the job done, and on time, but I was inefficient, made stupid mistakes, and failed to ask the right questions; the PE had to do extra work to compensate for my inadequacy. She was a dream about handling it, but I was severely embarrassed, and my self-confidence took a wallop.

Yet even before we were done, the PE asked me to do more work for the company. I can’t imagine why, given my performance. Perhaps my openness was a factor. Thankfully, her next project conflicted with a novel I’d already scheduled, so I had to decline. But more projects were in the pipeline and the editor wanted to offer them to me. I had to decide fast whether to remain open to those opportunities or close the door.

That’s what brought old questions back onto the table, starting with: Is specializing in fiction the right plan, or should I go back to being a generalist editor? Which makes better business sense?

The Pathway to Decision

There was no business sense involved at the beginning of my work life, beyond the imperative of getting a job. I did not finish college, nor did I have a professional goal. I discovered editing in general through decades of corporate document production work, along with reading and writing novels. Once I learned that copyediting in particular was a valid occupation, I gained the professional purpose I’d been lacking.

I acquired a copyediting certificate from a local college, then began incorporating copyediting into my production jobs. Through work experience and self-education, I converted my production jobs into editing positions. The companies I worked for exposed me to an enormous range of documentation and subjects, providing the foundation I needed when the surprise of downsizing came along. Then I had to acquire business sense fast, because the only way I could continue as an editor was to freelance.

Like many people who find themselves abruptly self-employed, I first worked as a contractor for former employers while slowly establishing a broader clientele. I was free to pursue my real interest — editing novels — but lacked the credentials to move directly into that sphere. Thus I began as a generalist editor, starting with business documents, then adding magazines, catalogs, textbooks, memoirs, newsletters, résumés, transcription, science journals, white papers — if it led to a paycheck, I did it. And if it didn’t pay, such as editing friends’ novels, I did it anyway for experience.

I also accepted terribly paying jobs for the early author-services companies, because this gave not only hands-on opportunity to edit novels for pay, but also exposure to the novel-publishing side of the book industry. Whatever type of work I did, I performed it capably enough that no client expressed dissatisfaction, and every one of them paid in full and on time. Eventually, after taking many editing and proofreading tests, I got onto the freelancer lists of a few fiction-publishing houses, and qualified to join editorial networks that helped channel desired work in my direction. By these accomplishments, I rated myself a success and was on the road to achieving my fiction-specialist goal.

What about School?

After several years of generalist freelancing, I proved I could earn a living as an editor. To increase my income to a more comfortable level, however, I had to upgrade my expertise. That brought up the questions: Should I go back to school? How much influence would a degree, and which degree, have on my earning potential?

Research showed that best editing rates were being offered in the technical fields where I had no experience or aptitude. Simultaneously, I saw rates offered to editors with advanced degrees in any field that were no better than what I was earning without a degree.

The editors who seemed to command the best rates had specialist knowledge in a particular area, had many more years of experience than I did, were either in conventional full-time positions or solidly established with clients who provided steady work, and/or were savvy businesspeople who knew how to market themselves. What I didn’t see was any direct correlation between educational degree and income.

I calculated the rate increase I would need to offset the cost of returning to school, for either a degree or advanced certification. When I factored in the time commitment as well, I realized I would spend more time and money on upgrading my qualifications on paper than I could earn back in an equivalent amount of time, if ever.

The other element to consider was stress. The circumstances of my personal life made adding the long-term strain of schoolwork on top of full-time professional work potentially hazardous to my health.

After weighing all of these factors, I chose to keep working and self-educating toward specializing in fiction, because the combination of editing it, writing it, reading it, reviewing it, and teaching it brought joy. I inched my rates upward, and enjoyed successful project after successful project. Even on the worst day of editing the worst novel, I could still plow through the job with a sense of challenge and satisfaction. That was not true with any other form of work.

By the time I accepted the project recounted at the start of this essay, my project proportion had settled at around 90 percent fiction, 10 percent nonfiction. My poor showing on the textbook shocked me into realizing how, in upgrading my qualifications for fiction, I had downgraded my qualifications for nonfiction. I had to do something to prevent such a professional gaffe from happening again.

What’s Love Got to Do with It?

The obvious solution to my specialize-or-generalize dilemma was to stop accepting scholarly book work. The equally obvious alternative was to learn or relearn tools, techniques, and knowledge to bring my nonfiction qualifications back up to snuff. The first option jeopardized my financial security, in that I would lose periodic income that would have to be found elsewhere, and marketing is my weakest skill. The second option jeopardized my state of mind, in that I would have to endure misery for money. I find scholarly work painfully dull and frustrating, even though I always learn something useful from it. Not only would I rather avoid such work, but I’d spent my entire pre-freelance career enduring misery for money and didn’t want to backslide to that status.

I’d learned from concentrating on fiction that the joy of doing what you love for a living is a luxury beyond price. As well, loving one’s job creates the motivational difference between a carrot and a stick. Pursuing a carrot — reward — is much easier to do, mentally, emotionally, and physically, than evading a stick — punishment. Even if you make better income because of the stick, what value is it when your life is dominated by dread, resentment, boredom, and, often, health or relationship problems? If you’re motivated to keep doing what you love, then you can find it within yourself to do what you need to do, such as marketing and self-educating, because the reward is getting to do more of what you love.

Looking at it that way resolved my dilemma. Instead of eschewing nonfiction altogether, I reexamined and affirmed my priorities: fiction first, general nonfiction second, academic and technical nonfiction last. That enabled me, in turn, to prioritize my marketing and education efforts and expenditures.

It also allowed me to keep a good client. I told the PE that I’m happy to keep working together and would brush up on the appropriate skills. She expressed willingness to help. I updated her on my current workflow, dominant focus, and average lead time for taking on new projects, so she can reasonably anticipate what to expect when projects come in for assignment. I’m also helping her find other editors to call upon in case her main roster falls short again and I’m not available for backup.

Whether it all comes together in a successful future project will depend on timing. For now, I’ve weathered a jarring wake-up call, saved a good relationship, and laid the groundwork for better. I should send that PE flowers and a thank-you note for inadvertently pushing me to make an overdue but important mid-career evaluation and course correction. Now it’s by design, instead of impulse combined with accident, that I am a specialist fiction editor. And I have a much better idea of how to apply that commitment to maintaining and growing my business.

Carolyn Haley, an award-winning novelist, lives and breathes novels. Although specializing in fiction, she edits across the publishing spectrum — fiction and nonfiction, corporate and indie — and is the author of two novels and a nonfiction book. She has been editing professionally since 1977, and has had her own editorial services company, DocuMania, since 2005. She can be reached at dcma@vermontel.com or through her websites, DocuMania and New Ways to See the World. Carolyn also blogs at Adventures in Zone 3 and reviews at New York Journal of Books, and has presented on editing fiction at the Communication Central conference.

January 17, 2018

What Not to Do as a Newcomer to Freelance Editing

Ruth E. Thaler-Carter

Over the years, I’ve noticed that many people inadvertently make gaffes when they’re just starting out as freelance editors (or writers, proofreaders, indexers, graphic artists, layout and design providers, etc.). As you start out, or as you look for opportunities in new areas of skills, topics, or services, you don’t want to be the person remembered for a clumsy entry into a community of colleagues.

Keep in mind that most colleagues are more than generous about sharing advice and even fixing problematic sentences — essentially doing your work for you. Be careful not to take advantage of that generosity.

With that in mind, here are a few things not to do when you’re starting out. Or even if you’ve been in the profession for a while!

  • Jump into a discussion group or list to ask how to get started. It might seem like a logical thing to do, but there are so many resources to check out that it shouldn’t be necessary to ask such a general question. Most established freelancers are more than willing to share information, but get tired of the same old “how do I get started” questions that could easily be answered by doing a little research yourself — looking through group archives, doing online searches, consulting bookstores, etc. Once you’ve done some of that basic research, ask something specific.
  • Make your first comment in a discussion list or group a request (or what looks like a demand) that people send you their “overflow” work or refer you for projects. Wait until you have contributed something — preferably several things — useful to the group before you expect people to consider you as someone to refer, recommend, or subcontract to. At least let members of the community know what your background, training, and experience are. Established colleagues are not going to recommend, refer, or subcontract to someone we don’t know and whose skills and experience aren’t evident.
  • Have typos and clunky language in your first — or any — posts to groups of colleagues. Yes, many online environments are considered virtual water coolers or almost family gatherings, and some communities are more forgiving of errors in posts among colleagues than others. And yes, we all make mistakes. But our online presence is often the only way colleagues meet us. If we want people to think well of us as professionals, we have to make our posts as clean, error-free, and coherent as possible. You don’t want to be remembered for error-filled posts when an opportunity arises to be referred, recommended, or hired by a colleague.
  • Ignore the rules of a group. Editorial professionals, especially editors and proofreaders, are supposed to be detail-oriented (perhaps to an extreme extent). If you join a discussion list that calls for tags or labels on messages, use ’em. If the group discourages personal or off-topic posts, pay attention.
  • Complain — to a client or to colleagues — about late payment before it’s been 30 days after you billed for a project, unless the client has clearly agreed to pay sooner than that. Payment by 30 days after invoice date is a standard in the business world. Some clients use 30 business days, and others are using 45 or 60 days. Some will cut and mail that check on day 30, so it won’t reach you for another couple of days. We have a right to be paid on time, but “on time” could mean day 31 or 32. Even if your agreement or contract is to be paid 10 or 15 days after the invoice date, give it a couple of days before checking on the payment if it doesn’t arrive by the agreed-upon date, and make the inquiry polite, not frantic or arrogant.
  • Tell clients you need to be paid because you can’t pay your rent or buy groceries until you receive their payments. Clients don’t care — at least, most of them don’t. They care about getting top-quality work back as scheduled. They also don’t need to get the sense that you can’t manage your finances, even if their lateness is causing the problem. If you have to chase late payments, state the matter in terms of being paid because you did the work as agreed, not because you need the money for essentials.
  • Accept a project deadline and/or fee without seeing the complete document or nature of the assignment first, or accept an editing or proofreading client’s description of the document’s number of pages and level of editing or proofreading needed. A client’s definition of a “page” and what the manuscript needs can be very deceptive. Until the you see the manuscript, you don’t know if the client’s page is single-spaced, in 8- or 9-point type, with next to no margins. Whether you use 250 words or 1,800 characters as your standard definition of a page, use it to determine the actual length of the manuscript.

Clients also tend to think their projects are better than they really are, and “only need a light edit/only need proofreading.” When you actually look at the document, it may need a heavy, intensive edit — one that is substantive or developmental — that will take two, three or 10 times longer than a light edit or proofread.

If you base your estimated fee or deadline on what the client says, you’re likely to cheat yourself — and work yourself to a frazzle for far less money than you should receive.

  • Accept a project when you don’t really know how to use the software program(s) it requires, unless you let the client know ahead of time that that’s the case. Clients don’t want to be your learning curve. Figuring out how to use a new program or application will slow down your editing speed, which could result in missing a deadline or earning less than you should.
  • Respond to a job listing when you aren’t qualified for the project. That only makes you look unprofessional, wastes the prospective client’s time (and yours), and makes the group sponsoring the listing service look bad. Focus on the opportunities that you really are qualified for and your results are likely to improve.
  • Answer questions that weren’t asked. If you can’t respond to what someone actually asked about in a forum, group or discussion list, don’t. If you have a related but different angle, start a new discussion rather than dilute the original one with information that isn’t helpful to the original poster.
  • Fail to look things up that are easily found online or in group/list archives. Most questions about starting out as an editor, a freelancer, or both have already been answered, either in the group you belong to or elsewhere, but so have many questions about usage, grammar, and other aspects of editing. Learn how to check the archives of the discussion lists, forums, and groups you belong to so you don’t ask questions that have been answered dozens of times.
  • Cry poor. This may seem harsh, but try not to use poverty to beg for work or as the reason you aren’t using current technology. Most of us have been there — short of cash, desperate for income, stuck with late-paying clients — and will be sympathetic, but would rather see someone make an effort to overcome these situations than play on that sympathy. Again, we deserve to be hired and paid for our professional services, not because we’re broke.
  • Bulk up your posts to a discussion list or forum with tons of repeated previous message content. As a colleague who manages a list said recently, when asking listmembers to trim their posts, “We’re editors here, so let’s edit.”

What “newbie” goofs did you make when starting out as an editor or freelancer? What would you advise colleagues not to do?

Ruth E. Thaler-Carter is an award-winning freelance writer, editor, proofreader, desktop publisher, and speaker whose motto is “I can write about anything!”® She is also the owner of Communication Central, which hosts an annual conference for colleagues (2018: September 21–22 in Rochester, NY), and the new editor-in-chief of An American Editor.

September 29, 2016

Should You Be Calling Yourself a Freelancer?

I just read one of the most intriguing essays I have read in years and it raises a question I hadn’t thought about in my 32 years of professional editing as owner of my own business. And now I recommend it to you:

Why I Hate the Term “Freelance Proofreader”
– A Letter to Newbies
by Louise Harnby

As editors, we know that words matter. Yet how many of us have considered the import of calling ourselves freelancers instead of proprietors or business owners or something similar?

What would you call yourself if not a freelance editor? How would you market yourself absent the word freelance?

Richard Adin, An American Editor

Blog at WordPress.com.

%d bloggers like this: