IAPWE — Creating Successful Client and Freelancer Relationships

Eric Shapiro
Aug 31, 2018 · 24 min read

Working with the IAPWE (International Association of Professional Writers & Editors) as a content manager, I have witnessed first hand how technology has changed the way people work.

It goes without saying that more people have access to the Internet than ever before and the marketplace for freelancers and clients working online has never been larger than it is today.

As is the case with the IAPWE and most clients for that matter, the vast majority of our needs consist of some form of content, whether it be articles for a blog, landing page content for a website, eBooks, product descriptions, and the list goes on and on. Have a look here and you’ll see that nearly all of the available jobs are based on some form of content creation, written or otherwise.

Upwork freelancing jobs mainly focus on some form of content

Working with the IAPWE, we are more on the client side of this equation.

Still, the IAPWE has invested a lot of time learning about the freelancer side of things too so that we can better address their needs and concerns when working together.

At the IAPWE, our main goal is to find and hire freelancers that can create quality content for our association, while also providing these freelancers with access to resources and other additional freelancing opportunities.

Since most of the work that the IAPWE does with its freelancers takes place almost exclusively online, we have learned a lot about what works and what doesn’t when it comes to online-based working relationships.

The goal of this article is to highlight some of the lessons that we’ve learned during our time working with freelancers and to share some of the strategies that we have used at the IAPWE to help foster successful client and freelancer relationships.

The layout of this article will be as follows:

First we’ll discuss some of the common concerns clients and freelancers have, followed by strategies that we have used at the IAPWE to address them, and finally ending with a main takeaway point (or two) for each strategy.

Whether you are on the client side of the equation like the IAPWE or a freelancer, we hope that you’ll find some of these strategies useful and, at the very least, learn a bit more about how both sides of the client/freelancer equation operate, helping you improve your own working relationships.

Disclaimer: If you are an experienced client or freelancer that has been working online for a long time, some of this information may be obvious but we have tried to include a few ideas that you may not have considered previously.

Client concern #1: Getting what we pay for

Since the IAPWE is the party that’s paying for content, this is one of our top concerns as with any client.

The last thing the IAPWE wants is to pay for content that we later find out has already been published elsewhere or, worse, outright plagiarized.

We should probably clarify something before we go any further.

Unless a client explicitly states that it is okay for a freelancer to submit previously published content, it should be assumed that the client is expecting completely unique content.

Similarly, if you are a client and you do not clarify this, you are increasing the chances that a freelancer will submit work that has already been published somewhere else.

At the IAPWE we try to make this very clear.

Many clients have experienced this at least once in their careers

This may be obvious to many of you reading this, but one does not need to look very far to find horror stories from clients that wound up paying for unoriginal content.

Our strategy at the IAPWE:

At the IAPWE, we try to handle this situation by doing everything we can to prevent it from happening in the first place.

By requiring our freelancers to run their content through a plagiarism checking service and to also include a screenshot showing that their content has passed the plagiarism check when sending it in, 99% of these types of issues are prevented.

We used to check the content ourselves, but found that we would wind up sending the work back and forth, with content going from the IAPWE back to the freelancer multiple times in the event that there were any parts of that content that were showing up as plagiarized. This created unnecessary delays in getting the content finished.

Having all IAPWE freelancers run these checks before sending us any content and then running one final plagiarism check on our end has shown to be an effective solution thus far.

Copyscape

Takeaway:

Make it explicit in your contract or guidelines that you expect all content to be 100% unique and also have your freelancers run their content through a plagiarism screening service before submitting it to you. We like Copyscape. Yes, it’s a paid service at a few cents per content search, but when it comes to content for the IAPWE, we have found that it flags plagiarized content that other free services tend to miss.

Freelancer concern #1: Getting paid (and on time)

There are few feelings worse than putting in hours of effort, researching and writing a piece of content, only to have a client take an unreasonable amount of time to pay or not pay at all.

Not getting paid is unfortunately all to common

Chances are, if you have been freelancing for any significant length of time, this has happened to you at least once.

If not, consider yourself lucky.

The very nature of online work makes it all too easy for clients to all of a sudden become “hard to get ahold of” once they receive a freelancer’s content.

Sure, you can make an effort to only work with established clients that have a well-reviewed history of paying on time, but this may limit your prospective client pool since there are countless honest clients and businesses that are new to the online freelancing marketplace.

Popular platforms for freelancers and clients

At the IAPWE, we have recently started using more popular freelancing platforms to hire and pay our freelancers, which also helps our freelancers grow their reputations online as well as our own.

Lately, we have been using Freelancer.com with great results, since this platform allows our freelancers to share their feedback and reviews of their experience working with the IAPWE and we can provide them with feedback as well to help them grow their presence online and get more freelancing clients. Any interested freelancers can find us on Freelancer by searching ‘IAPWE’ in the projects section and then bidding on any of our available projects (please note that if you want to view the IAPWE’s work history and feedback as a client, you will need to click the ‘employer profile’ tab on the right side of the page).

If you are trying to minimize the chances of encountering payment issues with a client, having a contract or agreement up front that lays out the terms and conditions of the work and payment can come in handy. The more detailed, the better, since this will leave less room for misunderstandings (or misinterpretations) of what is expected on both sides.

Having some type of contract will help to screen out at least some of the questionable clients that have little or no intention of paying their freelancers.

Also, if a client does decide to flake or not pay in a timely manner, you will have something concrete to serve as a basis for legal action if you are left with no other recourse.

Maintain detailed payment guidelines

Our strategy at the IAPWE:

In addition to having clearly defined requirements and payment guidelines in place at the IAPWE, there are several other simple yet effective steps that we take to help prevent payment issues when working with our freelancers.

Besides the unfortunate existence of shady clients that have no intention of paying their freelancers, one of the other main causes of payment disputes are situations where the content does not meet the client’s standards or criteria.

Require content samples with applications

By having IAPWE freelancers submit samples of content that they have written in the past, this helps give us an idea if the freelancer’s content will meet the IAPWE’s standards.

This does not guarantee that the content created during the contract will always be of comparable quality to the sample, but this is a step in the right direction.

Some clients require a uniquely written sample specific to their application process and we feel these should definitely be paid for.

Provide clear and detailed guidelines

Another thing that we do to avoid payment issues at the IAPWE, is to provide extremely clear and detailed content and work guidelines to all IAPWE freelancers.

We explain right off the bat that, if the content does not follow IAPWE guidelines, we may not approve or pay for it. We provide general guidelines for our freelancers that outline everything from the IAPWE pays to how long it takes for us to review submissions and more. We also provide guidelines that are specific to each content task for the IAPWE and these can have as many as 10 or more points.

By providing all of this information up front, this helps us to set clear expectations as clients so that freelancers can decide ahead of time whether or not they will be able to meet the IAPWE’s guidelines before spending their own time working on a task.

As a general rule, if a client does not set clear and detailed expectations for freelancers prior to their engaging in any work, the chances of there being issues will be much greater. Even putting payments into Escrow or having a 50-page agreement will never be an adequate substitute for setting clear and honest expectations at the beginning for both sides.

Detailed work agreements can create a foundation for a successful working relationship

Takeaway:

Freelancers should try to have a simple contract or agreement on hand when working with any client for the first time. Clients should require that freelancers provide samples of their work (preferably in a niche related to the scope of the work) and should also have clear guidelines established that leave little to no room for interpretation.

Client concern #2: Assigning and receiving work from freelancers

Whether you’re a sole proprietorship or a large corporation in need of content, figuring out an effective way to organize the assignment and delivery of content with your freelancers can make or break your content strategy.

The last thing we want at the IAPWE is to send over a content assignment to a freelancer, only to receive the content well after the deadline has already passed or to not receive it at all.

If your company works and communicates mainly online like the IAPWE does, this already sets the stage to make it easier for a freelancer to stop responding to or answering messages. All they need to do is stop answering emails.

Absent this worst-case scenario, it is still a challenge to set up an efficient system that makes it easy for clients to communicate their content needs to their freelancers and for freelancers to provide their finished content to their clients in a seamless fashion.

Depending on the type and volume of your content needs, you might be able to get away with emailing freelancers individually, sending them the content requirements that way, along with the deadlines and any other necessary information. This really only works if you have extremely reliable freelancers with whom you have already established strong working relationships. Otherwise, you may find yourself getting an email just before the deadline saying that your freelancer’s power went down (this is the online equivalent of “my dog ate my homework”).

If you tend to have higher volume needs, the individual email system may be unmanageable. This has certainly proven to be the case at the IAPWE.

Collaborative project management solutions are great tools

Fortunately, there is no shortage of solutions for these types of issues, from paid SSAS (software as a service) products to freelancing platforms such as Upwork or Freelancer.com, that offer organizational and management tools for both clients and freelancers.

Our strategy at the IAPWE:

We can’t tell you which solution to choose since this depends upon your specific content needs. What’s best for the IAPWE is not necessarily best for everyone. There are so many solutions out there and we have only tried a small percentage of them.

What we can provide are a few general strategies that the IAPWE uses to help avoid issues that can arise regardless of what solution you end up using.

No matter what solution you use to manage your content, freelancers may still wind up not meeting deadlines or failing to submit content for any number of reasons, from family or personal issues to other problems that can arise.

Unfortunately, there is almost no way to verify whether or not these situations are true.

In other words, while certain collaborative work environments can help encourage reliability, they cannot turn a fundamentally unreliable person prone to making excuses into a reliable one.

It should go without saying that the majority of freelancers are honest, hardworking and reliable people, but our focus in this section is on minimizing the occurrence of issues that may arise from the smaller percentage of freelancers that do not possess all of these qualities.

Measuring work by deliverable or time spent are the two main options

We should mention that at the IAPWE, most of our work has fairly flexible deadlines.

However, we have found that in situations with hard deadlines, maintaining a zero tolerance or one-strike policy (if a freelancer misses a deadline, the working relationship is terminated or they receive a one-time warning, etc.) and making this policy clear to freelancers up front, helps to greatly reduce the occurrence of these types of situations.

While it may sound harsh, this helps to deter freelancers from assigning or taking on work if they are not confident that they can meet the deadline.

Clients and freelancers should always be building relationships with new prospects

Another overall strategy we have found useful in ensuring the smooth functioning of the IAPWE content creation process, is to not get too attached to or reliant upon a single freelancer and to always be reaching out to and hiring new freelancers.

This can be achieved by maintaining a presence on freelancing platforms (Upwork, Freelancer.com, Guru, PeoplePerHour are just a few), regularly posting ads on reputable job websites (Monster.com, Indeed, Craigslist and others) and encouraging current freelancers to recruit or share your company’s freelance work opportunities with their colleagues.

This approach may seem impersonal, and it is to a certain extent, but it works.

Except for extremely rare cases, there is almost always another freelancer that can perform the work you need done at a comparable quality level and, unless you are regularly interviewing or bringing on new freelancers to your team, you will be left at the mercy of your current freelancers in the event that you ever encounter any issues with their performance.

For the IAPWE, it has been better to diversify the work among several different freelancers than to rely on only one freelancer for a majority or all of the content work.

We understand that this is not what some freelancers want to hear, however this same strategy also means that more freelancers get a chance to build relationships with the IAPWE instead of being blocked from getting work by a select few freelancers that are scooping up all available content jobs.

Takeaway:

Find a content assignment and delivery solution that meets your content needs, whether it involves sending individual emails or using a paid SAAS solution.

Maintain a zero tolerance or one-strike policy when it comes to hard deadlines and make this policy clear to your freelancers before they begin working with you.

Don’t become too reliant upon one freelancer for your content needs. Diversify amongst several freelancers and always be interviewing other freelancers in case one of your current arrangements falls through or doesn’t work out.

Freelancers should always be in the process of acquiring new clients

Freelancer concern #2: Finding more clients

While this may not directly relate to building a successful relationship with a current client, we just finished talking about how clients should always be interviewing other freelancers in case something falls through and the same goes for freelancers.

In fact, this is probably more important for freelancers, whose livelihoods often depend upon the additional income generated from freelance work.

Don’t make the mistake of waiting until your main client who is responsible for 90% of your freelancing income goes out of business or falls through for some other reason to learn this lesson.

If you are okay with being in a situation where one client makes up almost all of your income, then you should at least be aware of the risks that come with doing this.

So how do you find these other clients to create multiple streams of income?

Beware self-proclaimed experts and websites offering to show you the “secret” to working from home

Do a quick search online and you’ll find no shortage of programs, classes, coaches and websites promising to reveal to you the secrets of finding online freelancing clients and jobs for a small (or large) fee.

Anyone that promises to show you the “holy grail” of online freelancing or that makes it out to be a simple and effortless process is probably misrepresenting said process and also trying to get your money while they’re at it.

Our strategy at the IAPWE:

While we are more on the client side of things, we have found three strategies that may increase your chances of finding more clients and growing your freelancing business.

The prevalence of generic content is one of the biggest problems clients face

Strategy #1: The first strategy is to specialize. If you don’t already have an area of expertise, find something that you have a genuine interest or passion in.

The Internet is filled with generic content that rarely says something which hasn’t already been said before on countless other websites.

At the IAPWE, it is invaluable for us to find freelancers that can offer a new or well-researched perspective that contributes something new and that is of interest to readers.

Online communities such as forums can be a great place for freelancers to network

The next step would be to find websites, communities/forums and other places online that are focused on your niche where you can engage with prospective clients, build a presence, and make your services available.

Being willing to go that extra mile can set you apart and make the difference between success and failure

Strategy #2: The second strategy would be to adopt the mindset that you will need to do more than anyone is willing to in order to succeed.

As with most endeavors, especially business-related, those who go the extra mile will typically be the most successful.

In this case, success equals a lucrative and fulfilling freelancing career.

Whether you are already an established freelancer or just getting into the field, changing your mindset and accepting that you may need to put in more effort than anyone else in order to succeed may greatly increase your chances of doing so. This is not to say that you need to view your entire freelancing career as competition, but the reality is that there are usually more freelancers vying for work than there are available jobs.

This may seem obvious, but many freelancers get discouraged or give up if they don’t find work after submitting a handful of pitches.

If you accept the possibility that you may need to send 100 pitches in order to get one great paying gig, then you can adjust your approach accordingly and begin formulating a realistic game plan that will allow you to reach your definition of success.

Another example of this mindset in action would be, rather than creating an account on one freelancing platform, job website or forum where you can find clients, creating accounts on all of them and being active on them daily, finding which ones give you the most return on your time invested and then focusing more on those.

Approach this as a number’s game.

Don’t be afraid to be creative and carve your own path

Strategy #3: The third strategy is to be creative and stand out.

Despite what any expert online may claim, you do not need to follow any set formula to succeed as a freelancer online.

Be creative and carve your own path, whether that means:

  • Engaging with others on community forums
  • Building relationships with other freelancers and prospective clients through social media
  • Finding job openings through social media platforms through searches on Google and social media platforms

Note: You can try being creative when searching on platforms like Google, Twitter, Facebook and more

Here are just a few ideas and examples of search phrases that can get you started:

  • Accepting pitches
  • Now accepting pitches
  • Accepting new pitches
  • Accepting submissions
  • Pitch me
  • Pitch us
  • Send us pitches
  • Send pitches to
  • Send your pitch to
  • Send submissions to
  • Call for submissions
  • Calling all writers
  • Looking for writers
  • Looking for contributors
  • Looking for [insert position i.e. ‘freelance writer’ ‘blogger’]
  • Open to submissions
  • Write for us
  • Write for
  • Become a writer for

Tip: Try searching with and without quotes to find broad and exact match search results and also experiment with singular and plural versions of search phrases

  • Attending networking events
  • Commenting on articles and building relationships with other authors and editors
  • Tapping into any family connections or networks that might be available
  • Picking up the phone and calling prospective clients (in addition to emailing them) You could even send clients snail mail with a sample of your writing.

If you can create your own multifaceted approach and stand out, this may put you head and shoulders above freelancers that are simply sending emails that may get deleted before ever being read.

How would you feel as a business owner if you received a nice phone call or professional marketing collateral in the mail from a freelancer that clearly went out of their way to stand out? Of course this is just one example and may not be an appropriate pitch strategy depending upon the context, but don’t get discouraged if some others have dismissed a particular strategy or approach because it did not work for them.

These are only a few ideas, but suffice to say that being creative and willing to carve your own path can go a long way.

Don’t get discouraged — online freelancing is a game of perseverance

Takeaway:

The likelihood of someone else being able to offer you the “way” to find clients is very slim.

If you can, specialize in a niche that you love and enjoy.

Approach freelancing as a number’s game and enter into this being prepared to put in more effort than anyone else is willing to if you want to succeed.

Be creative and don’t be afraid to stand out and carve your own path when it comes to marketing your services and reaching out to/finding prospective clients.

Client concern #3: How to pay for content

This does not refer to the actual method of payment that the IAPWE uses when paying our freelancers. It is up to both the client and freelancer when it comes to this, as some prefer direct payment through a credit card or check while others prefer to use third party payment systems such as PayPal or other systems integrated with freelancing platforms like Upwork or Freelancer.

This section is more about what metric the IAPWE or other clients can use to measure payment for their freelancers.

This can be broken down into two main categories; by time or by deliverable (this is what we use at the IAPWE and it can be measured by the project, by the page or even by the word).

Paying by time when it comes to content creation can become difficult to quantify unless expectations are clearly set at the beginning of the project.

For example, if a freelancer charges $40 per hour and the IAPWE needs a 1000 word article written, we would want the freelancer to establish how long it is projected to take in order to complete the task.

If the freelancer says that it will take them approximately two hours to complete the project, one can see how this quickly becomes almost no different than charging a set price per deliverable.

It is for this reason that the IAPWE pays per deliverable when it comes to content.

Clearly outlining how content will be measured and paid for is very important

Our strategy at the IAPWE:

In going along with one of our general themes throughout this article (which is, the more specific and detailed the better), we organize payments to all IAPWE freelancers based on a per word rate.

The advantage of doing this is that it leaves little room for any discrepancy regarding expectations for the final product.

If you pay based on a per article deliverable, you may end up getting a 400 or a 900 word article, which is why we think that it makes sense to specify the number of words and to pay by the word.

To clarify things even further, we specify in the IAPWE guidelines whether or not the IAPWE will pay for any words above the maximum word count designated for a task.

For example, if an IAPWE freelancer submits 530 words of content for a 500 word task, we typically pay based on the 500 word limit specified in the task

Takeaway:

Paying per deliverable can be very straightforward and can help avoid any confusion regarding the scope of work.

By paying per word and specifying whether or not you will pay above the specified word count for a task, you can avoid any discrepancies surrounding payment.

Freelancer concern #3: Content attribution and usage rights

At first glance, the client/freelancer transaction is simple: create content. submit content and get paid for content.

However, if you’re a freelancer that cares at all about the content that you create or your career, then you will want to have a clear idea of how your content will be used and whether or not you will receive credit for creating it after you submit it to your client.

Any time that we have heard of disputes surrounding the use of content and content attribution, this has almost always been due to a lack of communication between freelancer and client.

Freelancers and clients should make attribution and usage guidelines for content extremely clear

The last thing that the IAPWE or any client/freelancer wants is to be caught by surprise, finding out that their content is being used in a capacity that they did not expect, or that their name was not attributed to the content in a way that they believed it would be.

The last thing that an honest and well-meaning client wants, is to receive a DMCA takedown notice from a freelancer due to the above types of issues, especially when the client was under the impression that there were no problems with their usage of the content.

Don’t leave content attribution and usage guidelines open for interpretation

Our strategy at the IAPWE:

Even though the IAPWE’s strategy for preventing this situation is fairly straightforward, we felt that this was an important item to include in this article since attribution and content usage conflicts can easily spiral into unwanted legal troubles for clients and freelancers alike.

By communicating ahead of time and making the content usage and attribution terms clear prior to beginning any work, these types of issues can largely be avoided. This is something that the client and the freelancer can be proactive in doing.

At the IAPWE, our approach is to have the content usage and attribution be open and not limited or restricted in any way.

We inform our freelancers before they begin any work that the IAPWE will retain all rights to the content once we pay for it. We also mention that the IAPWE will do its best to provide attribution whenever possible (provided that this is something the freelancer desires) but that this is not something we can guarantee.

By being direct and upfront about how the IAPWE uses and attributes the content, this allows freelancers to make an informed decision about whether or not they want to work with the IAPWE before investing any of their time.

Takeaway:

Not having a clear content usage and attribution policy can lead to unnecessary legal hassle for clients and freelancers.

Whether you’re a client or a freelancer, make your content usage and attribution policy or expectations clear prior to beginning any work.

Setting clear expectations can make life much easier for freelancers and clients alike

Utilizing Guidelines to Set Clear Expectations for Clients and Freelancers

If you made it this far, you will probably notice that a common theme for dealing with and preventing client/freelancer issues is setting clear expectations at the beginning before entering into the working relationship.

The name of the game is to leave as little as possible to interpretation (or misinterpretation).

Since having detailed guidelines plays a large role in establishing these expectations, we have included a few additional points that we address in the IAPWE guidelines that clients and freelancers may find helpful when trying to set their own working relationships up for success.

We have also included some of the main ideas mentioned throughout the article for your convenience so that you can have all of the major points in one place.

General guidelines inform the overall working relationship

Things to consider addressing in your general guidelines (to guide the working relationship):

  • Having a robust application process that requires samples of freelancer work
  • How unique the content should be and whether or not a plagiarism checking service will be used
  • How content will be assigned and submitted
  • Policy for missing deadlines
  • Policy for content feedback and revisions if needed
  • How and when payment will be handled
  • Whether payment will be based on time or per deliverable (per project, per page, per word, etc.)
  • If paying per deliverable, have a policy for how payment will be handled if content exceeds a specified metric (for example, will you round to the nearest 100 words or pay only up to the maximum amount specified in a prompt?)
  • Payment rates (if using a payment service like PayPal or a freelancing platform like Upwork, specify how any additional fees will be handled)
  • Specify the intended scope of work (is this a one-off job or is there a potential for long-term ongoing work?)

Note: As clients, we have found that limiting the scope of work when it come to the length or volume of work can help ensure that freelancers maintain the initial level of quality in their work. This puts freelancers in a position in which they are earning their next project as opposed to hiring a freelancers for a long-term or larger project where the quality of work may decline throughout the lifetime of the project. This obviously does not apply to all freelancers, but we have found that assigning one task or project at a time helps to maintain consistent content quality.

  • Specify the nature of employment (W2 employee, independent contractor, etc.)
  • Clear policy on content usage, attribution and how the overall rights to content will be managed

Additional things to consider:

  • Clients should always be interviewing and hiring additional freelancers to diversify the workload
  • Freelancers should always be reaching out to and taking on new clients to grow and diversify their client base
Content-specific guidelines specify the requirements for the content creation process

Things to consider addressing in your content-specific guidelines (to guide the content creation process:

  • Length of the content
  • Format of the content (specify use of headings, subheadings, line spacing, font family, font size, etc.)
  • File format (.docx, .pdf, etc.)
  • Whether or not to include any keywords
  • Specify keyword density (the percentage of times throughout the content that a given keyword should be used)
  • Content voice (first person, third person, etc.)
  • Tone (professional, formal, casual, humorous, educational, etc.)
  • Whether or not images or other media should be included with the content (specify if media should be royalty-free and what the dimensions should be if referring to images)
  • If there is a specific style, format, or tone that you would like a freelancer to use for your content, you may want to consider providing an example or link to another piece of content that has the qualities that you are also looking to have present in your content
  • Specify any citation requirements for the content and any preferred formats for these citations

Final words

If you enter into an online working relationship that involves content creation without first having all of these details and more hashed out, you are leaving room for misinterpretation on both sides.

At the IAPWE, we do not claim to have the perfect system or a system that works for all freelancers and clients, and while this article may be a bit client-centric, we do our best to make our expectations as clear as possible so as to greatly reduce the potential for any misunderstandings.

References:

Thabassum, N. Fathima. “A Study on The Freelancing Remote Job Websites.” International Journal of Business Research and Management 4 (2013): 42–50.

Flanders, Julie. “Online resources for writers: Advice, tips, and networking.” College & Research Libraries News 76.7 (2015): 376–379.

Moore, Justine, John Shoven, and Orie Shelef. “Payment Schemes in Online Marketplaces: How Do Freelancers Respond to Monetary Incentives?.” (2016).

Margaryan, Anoush. “Understanding crowdworkers’ learning practices.” (2016).

Lehdonvirta, Vili. “Flexibility in the gig economy: managing time on three online piecework platforms.” New Technology, Work and Employment 33.1 (2018): 13–29.

Pongratz, Hans J. “Of crowds and talents: discursive constructions of global online labour.” New Technology, Work and Employment 33.1 (2018): 58–73.

What do you think?

Were any of these ideas or strategies helpful?

Did we miss anything?

Please let us know if there are other items that clients and freelancers should discuss prior to entering into a working relationship.

Please also feel free to leave a comment below sharing your own experiences working with clients or freelancers.

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