Communication & Collaboration Guidelines
A smooth project starts with clear expectations.
At Dogtown Creative Studio, we want every project to feel organized, calm, and enjoyable — for both you and us. Clear communication helps make that possible. These guidelines outline how we work together, how to reach us, and what you can expect throughout your project or retainer.
Hours & Response Times
Studio Hours
Monday–Friday, 9:30am–5pm PT
(Closed on weekends + major U.S. holidays)
Outside these hours we’re typically in the painting studio, unplugged, or recharging — so responses may wait until the next business day.
Typical Response Times
• Emails: within 1 business day
• Basecamp messages: within 1 business day
• Text messages: not accepted for project communication
• Phone calls: scheduled in advance (no unscheduled calls)
Preferred Communication Channels
Basecamp (Primary Communication Hub)
Basecamp is where all project communication lives. It helps keep everything—tasks, files, feedback, and conversations—organized and visible to everyone involved.
Using Basecamp ensures that:
• Messages don’t get buried in inboxes
• Files stay in the correct place
• Threads keep related feedback together
• Tasks remain trackable
• Project momentum stays steady
Whenever possible, please post project-related messages, files, revisions, and approvals directly in Basecamp instead of email.
Great for:
• Quick questions
• Scheduling
• Simple updates
• Letting us know that new content has been uploaded to Basecamp or Dropbox
If an email contains project feedback or files, we may move it into Basecamp to keep things organized.
Dropbox
Dropbox is used for sharing larger or high-resolution items, including:
• High-res images
• Videos
• Large batches of content
• Organized folders of materials
You’ll receive a shared Dropbox folder at the start of your project.
Video Calls
Used for onboarding, planning, and major project conversations.
Calls must be booked in advance.
Revisions & Feedback Guidelines
Clear, consolidated feedback helps keep your project on track.
Please:
• Combine revisions for each round into one Basecamp message or task
• Avoid sending feedback piecemeal across multiple platforms
• Use screenshots when helpful
• Share deadlines ahead of time
• Note that revisions beyond the agreed scope or monthly retainer hours may incur additional billing
Turnaround Times
Timelines can vary based on project complexity, overall workload, and how quickly content is provided.
Typical turnaround times:
• Minor content updates: 2–3 business days
• More involved content updates: 3–5 business days
• Design changes or new layouts: 7–10 business days
• Large new pages or major build-outs: quoted individually
• Maintenance plan updates: completed within the month’s allotted hours
Rush work may incur an additional fee if our schedule allows.
Boundaries & Availability
To keep communication clear and stress-free:
• No texting for project work
• No Instagram or social media DMs
• Project-related communication should stay in Basecamp whenever possible
• Weekend or evening messages will be answered next business day
• Long or complex topics are best handled in a scheduled call
• Please avoid sending feedback across multiple platforms — Basecamp keeps everything in one place
Content Delivery
To keep your project moving, please:
• Upload content to your Basecamp or Dropbox folder
• Clearly label files and organize them into folders
• Provide final, proofread copy (unless we’re handling the writing)
• Deliver content before the design phase begins
Projects may pause if content arrives late.
Retainers & Maintenance Plans
For monthly retainers or maintenance plans:
• Hours do not roll over
• Tasks are completed in the order received
• Larger updates (new pages, redesigns, strategy) may require additional billing or a separate proposal
• Work that exceeds the monthly allotment may be scheduled for the following month
Emergency or Time-Sensitive Issues
If your website experiences downtime, critical errors, or something feels urgent:
• Email us with “URGENT” in the subject line
• We will prioritize the message as soon as we are online
• Emergency support outside studio hours may incur an additional fee
A Final Note
Our goal is always to deliver thoughtful, art-minded, long-lasting design — backed by communication that feels clear, grounded, and supportive. These guidelines help us collaborate smoothly and protect the quality of your project.
If anything needs clarification, just let us know. We’re always happy to help.