Knowledge base
Run client work on a board
Columns, cards, visibility, questions and the intake column — how a board is meant to be used, and the one decision that makes it work.
A board is one pipeline of work with a visibility switch on every part of it. That one idea is what makes it usable with a client in the room, so it is worth two minutes before you start.
Make the board
New board, name it after the work rather than the client — "Website relaunch" reads better in a shared link than "Acme" — and point it at the client organisation if the work is theirs. It arrives with a working pipeline you can rename or replace.
Leave the client empty for internal work: your own marketing, your onboarding, a hiring pipeline. Nothing about a board requires a client.
Decide what the client sees, per item
Columns, cards and comments each carry their own visibility, and the rule is an and: a card is client-visible only if the card and the column it sits in are both client-visible. That means moving a shared card into an internal column takes it off the client's board without you having to remember to change the card too.
The practical pattern that works:
- Make your delivery stages client-visible, so they can follow progress.
- Keep a Backlog or Triage column internal, so half-formed work does not appear as a
- Leave individual cards internal by default and share them when they are real.
promise.
Ask the client a question
Ask it against the card it belongs to. It waits for them on their board with the work it is about, instead of being an email thread nobody can find in three weeks. When they answer, the answer sits with the card for ever, which is the bit that saves you later.
Let them raise a request
Give the board one intake column and a client with a seat can create a card in it — and only in it. That gives them somewhere real to put "can you also do X" without you fielding it in five channels, and it never lets them drop work into the middle of your pipeline.
Archiving, and why it does not cost you
Archive a board when the project ends. The board, its cards, its questions and every answer stay readable — the record of what was delivered is often the thing somebody asks about a year later.
An archived board does not count against your board limit. Keeping your records is free; you should never have to delete a client's history to make room.
Who did what, and when
Every card carries who created it, who last changed it and when. On the client's side, work from your team is attributed to your agency by name rather than to an individual — your staff are not on show, and a client never learns which of your people wrote what.
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