LESSON 3 – COMMUNICATION PLAN 5

Stakeholder Power/Interest Frequency of

Role/Department Message Medium Expectations Barriers Mitigation Strategy Risk Analysis Notes
Name Quadrant Communication
Paulette Larson VP Contact Center High Power/High Overview of Meeting Support for the Potential resistance Regular updates and Resistance from high- Monthly VP Support is crucial
Interest project goals and project; Increase due to increased involvement in power stakeholders to project success.
benefits in efficiency call volume decision-making
Rickey Spencer In-Bound Director High Power/High Impact on Call Meeting Manageable Staffing challenges Regular meetings to Staffing challenges Bi-weekly Address concerns to
Interest Agents; Concerns increase in due to increased address concerns and may hinder progress maintain team morale.
about staffing workload call volume provide updates
Francis Scott VP Store Repair High Power/High Reduced workload Meeting Improved focus Concerns about Regular updates on Resistance from high- Bi-weekly Highlight benefits for
Support Interest for Asset Analysts on analytics; time Asset Analysts progress and benefits power stakeholders Store Repair team.
Efficient service spend on calls of the project
Max Fox VP Fleet Support High Power/Medium Improved call Email Improved team Resistance to Email updates on Potential resistance Monthly Address concerns
Interest quality for Fleet morale; Relevant changes in call progress and feedback from Fleet Support about call handling.
Support support calls handling from Call Agents
procedures
Bill Caldwell Facility Ops Process Medium Power/High Streamlining Email Efficient call Implementation Clear communication Resistance to changes Monthly Emphasize overall
Manager Interest support processes resolution; challenges; on benefits and in processes process improvement.
for all departments Reduced call Potential resistance implementation steps
volume
Angela Stevens In-Bound Supervisor Medium Power/High Impact on Call Meeting Manageable Concerns about Regular meetings to Staffing challenges Bi-weekly Address concerns to
Interest Agents; Staffing workload; increased call address concerns and may impact progress maintain team morale.
concerns Increased team volume and provide support
efficiency workload
Janice Freeman Contact Center Medium Power/High Training on the Meeting Clarity on new Resistance to new Training sessions with Resistance from front- Bi-weekly Address concerns
Agent Interest new support call handling procedures and hands-on practice line staff through training
processes procedures potential workload sessions.
increase
Lowell Guerrero In-Bound Supervisor Medium Increased workload Email Clear Time constraints Email updates and Potential resistance Monthly Emphasize overall
Power/Medium due to project communication and potential manage expectations due to increased team efficiency.
Interest involvement on project scope overload on workload workload
Lawrence Contact Center Medium Implementation Meeting Clear Resistance to Regular updates on Resistance from front- Bi-weekly Address concerns
Collier Agent Power/Medium details and understanding of changes and progress and line staff through regular
Interest expected changes new procedures concerns about expectations updates.
increased workload
Kenny Medina Technical Writing Low Power/High Development of Email Contribution to Limited Regular updates on Potential resistance Bi-weekly Emphasize the
Manager Interest new call scripts and project success involvement in script development due to limited importance of
guidelines project initiation and content creation involvement technical content.
and planning
Wayne Sherman Contact Center Low Power/Medium Impact on daily Email Clarity on new Limited Email updates on Skepticism from Monthly Emphasize positive
Agent Interest tasks and potential call procedures engagement and project progress and front-line staff impact on daily tasks.
benefits and benefits potential skepticism expected benefits
Ben Chapman Contact Center Low Power/Low General project Email Awareness of Limited interest and Periodic email updates Low engagement may Quarterly Maintain awareness
Agent Interest overview and project existence engagement in the on overall progress lead to disinterest without
relevance project and milestones overwhelming.
Laurie Morris Store Repair High Power/High Relief from routine Meeting Improved team Concerns about Regular updates on Potential resistance Bi-weekly Emphasize benefits
Manager Interest calls and focus on morale; Efficient potential progress and benefits from Store Repair for Store Repair team.
analytics service disruptions during of the project
transition
Benny Bell Store Repair Medium Improved focus on Email Efficient call Potential resistance Email updates on Resistance to changes Monthly Highlight benefits for
Manager Power/Medium analytics and team resolution; to changes in call progress and benefits in processes Store Repair team.
Interest efficiency Reduced call handling of the project
volume procedures
Lynn Sparks Asset Director Medium Streamlined Meeting Improved Concerns about Regular updates on Potential resistance Bi-weekly Emphasize benefits
Power/Medium support processes analytics; potential progress and benefits from Asset for Asset
LESSON 3 – COMMUNICATION PLAN 6
Interest for Asset Reduced call disruptions during of the project Management Management.
Management volume transition
Vernon Ortega Parking Lot & Snow Medium Power/Low Impact on Email Improved Limited interest in Email updates on Skepticism may Quarterly Emphasize
Director Interest emergency support emergency the project and emergency support hinder support improvements in
and service support; Efficient potential skepticism procedures and efficiency emergency support.
efficiency service benefits
Drew Sigmond Fleet Operations Low Power/High Improved call Meeting Efficient support Potential resistance Meetings to discuss Potential resistance Monthly Address concerns and
Support Staff Interest quality and reduced processes; to changes in call benefits and from Fleet Support highlight
call volume Reduced handling expectations improvements.
workload procedures
David Davis Fleet Asset Director Low Power/Medium Improved Email Efficient support Skepticism about Email updates on Skepticism from Fleet Bi-weekly Emphasize efficiency
Interest efficiency in call processes; benefits and progress and expected Support gains for Fleet.
handling for Fleet Reduced call potential benefits
volume disruptions
Matthew Huff Store Operations Low Power/Medium Improved call Email Efficient support Skepticism about Email updates on Skepticism may Monthly Highlight
Support Staff Interest quality and reduced processes; benefits and progress and expected hinder support improvements in
call volume Reduced potential benefits efficiency support processes.
workload disruptions
Store Repair Store Repair Support Low Power/Low Streamlined Email Efficient support Limited interest in Email updates on Skepticism may Quarterly Emphasize benefits
Analysts Staff Interest support processes processes; the project and progress and expected hinder support for Store Repair team.
and workload relief Reduced call potential skepticism benefits efficiency
volume
Contact Center Contact Center Staff Low Power/Low Training on new Meeting Clarity on new Resistance to Training sessions with Resistance from front- Bi-weekly Address concerns
Call Agents Interest support processes call handling changes and hands-on practice line staff through training
and expectations procedures concerns about sessions.
increased workload
Store Operations Store Operations Low Power/Low Improved call Email Efficient support Limited interest in Email updates on Skepticism may Quarterly Highlight
Support Staff Support Staff Interest quality and reduced processes; the project and progress and expected hinder support improvements in
call volume Reduced potential skepticism benefits efficiency support processes.
workload
Store Managers Store Management Medium Power/High Improved service Email Clear Skepticism about Email updates on Skepticism from Store Monthly Emphasize benefits
Interest efficiency and call understanding of potential progress and expected Managers for Store
simplicity new procedures disruptions during benefits Management.
transition
Delivery Drivers Fleet Operations Low Power/Low Changes in support Meeting Clarity on new Skepticism about Meetings to discuss Skepticism from Quarterly Emphasize positive
Staff Interest processes and call procedures potential benefits and address front-line staff impact on daily tasks.
potential impact and benefits disruptions during concerns
transition
After Hours After Hours Support Low Power/Low Impact on call Meeting Clarity on Concerns about Meetings to discuss Resistance from After Bi-weekly Address concerns to
Support Team Staff Interest volume and changes in potential disruption changes and Hours Support maintain contract.
potential contract support processes to their contract expectations
changes
Snowplows External Contractors Low Power/Low Changes in Email Clarity on Concerns about Email updates on Skepticism may Quarterly Emphasize
Contractors Interest emergency support changes in potential disruption emergency support hinder support improvements in
processes emergency to their service procedures and efficiency emergency support.
procedures benefits
Customers External Customers Low Power/Low Simplified support Email Clarity on Limited interest and Periodic email updates Limited engagement Quarterly Maintain awareness
Interest processes and changes in potential skepticism on overall progress may lead to disinterest without
better service support and milestones overwhelming.
procedures