COMMUNICATIONS MANAGEMENT

Purpose To prepare and implement an approach for the management of project communications. Overview Communications – Fundamental To The Success Of All Projects Communications are fundamental to the success of all projects. Within the Project Office Methodology, Stakeholder Management phase should be considered together with Communications Management phase as: Stakeholder Management phase is used to identify individuals and groups affected by and capable of influencing the project outputs and business outcomes; and Communications Management phase is used to derive the Communications Strategy and Plan that focuses upon communicating with all of these identified relevant parties in the most appropriate fashion. The objective is to prepare and implement an approach for the management of project communications to: Reduce resistance to the project; Build acceptance of the project objectives and goals; and Assist with benefits realisation. Quite often problems arise in realising the benefits from a project as all of the relevant parties have not been identified and are appropriately involved in a project from its inception. Successful project delivery requires the effective planning, creation and implementation of appropriate communications to those who are impacted by the project or can have an impact upon it. Well planned and effectively executed communications activities can reduce resistance to the project, build acceptance of the project objectives and goals and assist with benefits realisation.

Web site. Listen to concerns. manage expectations E-mails. leadership Message. Communications Room Team briefing. motivate participation . Newsletter Leadership presentations story telling. The strategy provides a framework for informing and obtaining feedback from the various project stakeholders about the project activities and their impact through establishing an efficient and effective flow of communications. The Communications Strategy should recognize the complexity of the communications process and the connections between the desired level of a communication’s impact. Communicate vision and Business Case. principles. the media used and leadership involvement as depicted below in Figure I1. Figure I1: Communications Process Complexities Easy What How Who/Media Difficult Sharing information Explaining meaning Conduct product updates.A Communications Strategy is developed that defines the overall objectives. The strategy provides a means through which the commitment and involvement of the stakeholders can be built and maintained. key stakeholder groups and style of project communications. and Decreasing resistance Feedback channels. key messages. share documents. media. one-to-one meetings Building participation Maintain on-going dialogue.

Project Communications Reference materials Communications Strategy Matrix. Some Communications Vehicles Options. Interim products work Communications System Requirements Phase deliverables Communications Strategy. Summary. Inputs Project Information Project Organisation Chart Stakeholder Management Forms Project Plans Communications Feedback Tasks Define the Communications Strategy and Plan Implement and Manage the Communications Strategy and Plan. The plan is implemented and managed throughout the life of the project. team development and training A Communications Plan is prepared that defines the specific activities required to implement the overall Communications Strategy at every phase of the project. Communications Management Phase.Assuring lasting effect Transfer ownership skills and Implementation workshops. Communications System Communications Plan. .

Overview. When to communicate. What to communicate. for different . Strategy issues to consider may include: Determining when and how to use internal or external communications experts. Developing appropriately timed messages to be delivered during the life of the project. Creating flexible. The Communications Strategy addresses the issues of: Whom to communicate. Why to communicate. and Responsibilities for each aspect.Define the Communications Strategy and Plan. The Communications Strategy identifies two types of communication with key internal and external stakeholders and the wider user community-preplanned communications through project-specific vehicles and additional event-driven communications. adaptable communications systems that provide for different types of information to be communicated at different times. Defining responsibilities for the creation and authorisation of the content of communications. How to communicate. Purpose. To define the project communications strategy and plan. Developing management commitment to the timely communication of information and decisions to employees and customers.

Define other target audiences that may include: Members of the wider user community. where prepared) and from the project organisation structure roles and responsibilities. Creating multi-directional communications systems that encourage a free flow of ideas. Determine the organisation’s current responsibilities for different types of communications. systems and techniques to build an effective communications infrastructure. and Surveying employees and customers for feedback on their questions. obtain the list of key stakeholders both internal and external to the organisation. weekly newsletters delivered through an intranet).. shared learning and employee involvement.g.audiences. Define each of the target audiences to determine who should receive communications. From Stakeholder Management phase (using information from the Stakeholder Management Forms. Define Each Of The Target Audiences. Determine The Organisation’s Current Communications Responsibilities And Processes. Determine any existing communications processes or systems within the organisation that the project communications may use (e. suppliers and trading partners. . Some organisations may have Marketing. Customers. Combining technology. Communications or Public Relations departments (or equivalents) with responsibilities for internal and/or external formal communications and some of the project communications may need to use these channels. Regulators. concerns and the effectiveness of the communications strategy. The Human Resources Management Department may be responsible for different aspects of internal communications.

and The timing and frequency for each communication. television). . newspapers.Promotes two-way communications employing stakeholder feedback as an important tool to continuously improve communications. After identifying the target audiences.The wider business community. Success stories. or The media (e. system and personnel changes as changes occur. Frequent . trade magazines. derive and document: What needs to be communicated to each audience. The objective of each type of communication. Determine the types of communication required to meet the needs of each target audience. Timely and Meaningful .. Organisational changes.g. process. New ideas. Decisions. and Lessons learned.Necessary to inform employees on a periodic basis about how their jobs may be affected under a new organisational structure and vision. Leadership messages. Types of communications may include: Project updates. Communications Principles Some communications principles to ensure high value communications may include: Interactive . Determine The Types Of Communication Required For Each Target Audience.Informs future users about behavioural. Business Case information. Input from Project Monitoring and Reporting phase may provide assistance with this step.

. Advertising Pamphlets and brochures Information in newsletters Press releases external stakeholders Video-conferencing . and Duration of the project. Alternatives may include: Verbal Presentations/ sessions Networking facilitation Staff meetings Seminars/workshops Stakeholder consultation Events Launches Social gatherings Visitation programs briefing Personal Electronic e-mail to identified Mail Written outs of important stakeholders Internet/ intranet including: Online Forums Fact Sheets Newsletter Sharing of ongoing by project and planning internal Documentation. feedback and to relay problems that require higher level attention. and Reinforcement . Availability of existing communications channels.Communications should build upon previous messages and reinforce important changes. Preparation-Communications may be used to manage stakeholder expectations and keep them informed of impending changes and impacts. Determine the means to prepare and deliver each communication.Multidimensional . Determine The Means To Prepare And Deliver Each Communication.g.Upward communications may be required for the purpose of providing status. at a moment’s notice versus a monthly newsletter). key milestones. Horizontal or lateral communications may be necessary within or across work groups for the purpose of saving time and facilitating co-ordination.Communications across all stakeholder groups may consist of similar messages that contain open and honest information that does not vary by stakeholder group. impacts and messages. Drivers may include: Level of immediacy (e. Consistent .

Some Define Responsibilities To Create And Manage Communications. For each communication. Creating and managing communications special events such as leadership presentations. Creating and managing feedback processes. Determine The Means To Be Used To Collect Feedback For Each Type Of Communication. Summarise the effort required and ensure that the effort required is related to the value and importance of each communication. creating and managing newsletters.g. Determine the means to be used to collect feedback for each type of communication. Developing. Managing the overall delivery plans to ensure that the project communications do not conflict with other communications or organisational events. Designing. Updating and managing the communications plan. and Facilitating creation of the overall project logo and theme.Further information is contained in Appendix 2 Communications Vehicles Options. Other responsibilities may include: Monitoring communications-related changes to the Stakeholder Management Forms and project roles and responsibilities. promotions for end-users and road shows. . Reviewing and approving the content. and Issuing the communication. Feedback mechanisms may be used to determine whether the message contained within each communication is being understood and to gather . managing and maintaining information repositories (e. Creating communication standards. define the responsibilities for: Contributing to and authoring the content. Determine the effort required to create and deliver each communication. websites) that contain communications data or content..

It may be possible to build feedback mechanisms into the communications distribution means that are to be used e. deliver each message to each audience three times) and the results (e.g. Determine the performance measures for each type of communication. listening and responding to reactions generated in a staff meeting or monitoring the number of responses that an advertisement generates. Make any changes as necessary.. people are using the new hotline number mentioned in the video. Responsibilities. Timing. Use the Communications Strategy Matrix to document this information. Pesan..g. Complete a structured walk-through of the Communications Strategy. Medium. and Performance measures.audience reactions.g. A sample Communications Strategy Matrix is contained in Appendix 1. Contributors/authors. A sample completed Communications Strategy Matrix is shown in Figure I2. Prepare a Communications Strategy that includes for each communication such items as: Khalayak. frequency and effort. Complete a structured walk-through of the Communications Strategy. Feedback mechanism.. Language. newsletter and CEO's speech). Set targets and measure performance for both the communications process (e. . Prepare a Communications Strategy. Determine The Performance Measures For Each Type Of Communication.

If a database is to be used. by priority. Interfaces. as necessary. preparation and issue schedule. by due date or by similar requirement may be required. and Technology alternatives. Determine the system requirements for each type of communication which may include: Features. Obtain formal written approval. by project task. Collate all of the various communications items and prepare the Communications Plan. Discuss and agree the Communications Plan. Create a Communications Plan that contains all of the steps to implement and maintain the Communications Strategy which may include: Defining project events and milestones. Preparing the communications content.Determine Any System Requirements To Create And Deliver Each Communication. Security. consideration of the record keys necessary to organise and view the issues by originator. Periodically evaluating the effectiveness of the communications. . Create Communications Plan. Volumes of records and space requirements. Completing distribution. and Making changes to the Communications Strategy. Document the system requirements and design for each type of communication. Obtain formal written approval of the Communications Plan. Functionality such as types and nature of access required. reporting needs. Make any changes as necessary. Preparing the content and obtaining approval for each communication.

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Overview of the current status of an individual project with a focus on plans. assumptions (particularly those that need to be escalated) and financials. assumptions and financials. Indosukses Futures Audience Message Medium Contributors/ Authors All programme staff Decisions from Programme e-mail distribution of 1 or 2 page graphic with supporting text. issues. issues. risks. risks. Project manager or Project Office Timing/ Frequency/ Effort Daily 1 hour Project Office Responsibilities Feedback Mechanism e-mail response mail box Performance Measure All items appropriately Addressed within the specified time Programme Sponsor Key Stakeholders Programme Management Team Overview of the current status of the programme as a whole with a focus on plans. dependencies. e-mail and intranet Programme Office Weekly – Monday 1 hour Project Manager e-mail response mail feedback page intranet on box Wallpaper schematic chart Programme Office Weekly – Tuesday 2 hours Project Manager Verbal All items appropriately Addressed within the specified time All items appropriately Addressed within the specified time action action action Management meetings . dependencies.Matriks Strategi Marketing Communications PT.

during meeting the Track usage of new additions to the Programme Library Programme Library .5 hours Project Office Verbal.All programme staff Totality of programme work to all programme staff White Board Programme Office As Required 1 hour per week Project Manager Verbal Appropriate focus programme activity of All programme staff New additions to the Group Meeting Business Management Team Weekly – Monday 0.

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complete the acquisition of the necessary items following the organisation’s formal purchasing rules and . Purpose. This task is used to implement and manage the Communications Strategy and Plan. Deliver Project Communications.Implement and Manage the Communications Strategy and Plan. project events and other events that impact the project are used as a basis for aligning the Communications Plan with the communications needs of the project stakeholders and wider user community throughout the project. To implement and manage the Communications Strategy and Plan. Ensure that each communication originates from the appropriate personnel and that feedback mechanisms are clearly identified to the audience of the communication. Deliver Project Communications using the media that has been selected for each communication. processes. Prepare and Agree Project Communications. Prepare Project Communications using the Communications Plan to schedule the preparation of each Project Communication. Ensure that all project communications are discussed and approved by the appropriate project personnel before release. Determine whether components need to be purchased to create and distribute communications. install or build and test each If so. Install or Build And Test Any Communications System Components. Overview. Where component. any system components to generate and distribute communications need to be created. Project Communications Feedback.

Purpose. Describe the tasks/ roles of the different . Message. Describe the key messages/content for the communications. Collect the Project Communications Feedback. Ensure that the Communications Plan is aligned with project milestones in the Project Plan. To document the communications strategy. Contributors/ Authors. as Necessary. update the Communications Strategy and Plan. Based on feedback or changed needs. make any changes as necessary. As the project progresses and further communications needs are identified. ensure that any project close-related communications are included in the formal project close tasks which are addressed in Close phase. When the project is closed. Update the Communications Plan. Appendix 1: Communications Strategy Matrix. store and deliver the communications. Project close.Collect Project Communications Feedback and track performance measures. Track the targets that have been defined for the Project Communications performance measures. Describe the languages used for each communication. Analyse the Project Communications Feedback to determine whether the Communications Strategy. Completion Instructions. Medium. Language. Describe the intended audience for the communications. Describe the means to create. Plan and associated performance measures need to be adjusted. Audience.

potentially missing sections of the . Feedback mechanism. Newsletter) Do people read the content on a regular basis? Intranet establish on-site Pull format . Responsibilities. Describe the feedback mechanism that is to be used. Describe the timing and frequency for each communication. There are a wide variety of communications vehicles that can be implemented over the life of a project. review. The various alternatives should be explored to determine the most appropriate channels for the specific project. Describe how the implementation of the communications is to be tracked and measured to determine whether the communications have made the appropriate impact. Performance measure. Appendix 2: Some Communications Vehicles Options. approval and delivery of the communications. Show the amount of effort required to produce each communication. some of which are shown below. Timing/ frequency/ effort. Communications Media E-mail Messages Pros Company standard already in place Easy Timely to develop and to communicate regularly Push format Company standard already in place Consistent with today’s communications Appropriate as a companywide vehicle Push format Easy to communications Cons Managers/employees get many e-mails and may be difficult to differentiate and get them to read Morning News (e-mail. Describe the responsibilities for the creation.contributors and authors of the content.

(dedicated Media Neutral area) Group Meetings Engages employees Direct line-of-site to leadership One-to-one Meetings Staff Shows leadership commitment Reinforces commitment and the local level Solicits two-way feedback Puts leadership on spot to support Provides opportunity to personalise/localise Video/Video-conference change Wide-spread communications See leaders talking about the change Web Sites/Web Cast Convenient Simple and economical audience that do not visit the site. Input may not be balanced Some employees may feel uncomfortable Availability in all locations? distribution channel Toll Free Voice Mail/email Anonymous feedback Pull format-potentially missing sections of the audience that do not visit the site Manually intensive to support Anonymous feedback may encourage negativity encourages honesty Question/answer forum “Voice of the Employee” 24x7 Targeted. Direct Mail (Employee Home Communications) Paper Newsletter personalised Expensive Time-sensitive Production and distribution costs communications Traditional format may feel welcomed .