COMMUNICATIONS MANAGEMENT
Introduction
The greatest threat to many projects is a failure to
communicate.
Our culture does not portray IT professionals as being
good communicators.
BUT, research shows that IT professionals must be able
to communicate effectively to succeed in their
positions.
Strong verbal skills are a key factor in career
advancement for IT professionals.
COMMUNICATIONS MANAGEMENT
Processes & Definitions
Communications planning: determining the
information and communications needs of the
stakeholders.
Information distribution: making needed
information available in a timely manner.
Performance reporting: collecting and
disseminating performance information.
Administrative closure: generating, gathering, and
disseminating information to formalize phase or
project completion.
COMMUNICATIONS MANAGEMENT
Communications Planning
Every project should include a communications management plan to
guide project communications. A Communications Management Plan
should contain:
– A description of a collection and filing structure for gathering
and storing various types of information
– A distribution structure describing what information goes to
whom, when, and how
– A format for communicating key project information
– A project schedule for producing the information
– Access methods for obtaining the information
– A method for updating the communications management plans
as the project progresses and develops
– A stakeholder communications analysis.
COMMUNICATIONS MANAGEMENT
Sample Stakeholder Analysis for Project Communications
Stakeholders Document Name Document Contact Person Due
Format
Customer Monthly Status Hard copy Gail Feldman, First of month
Management Report Tony Silva
Customer Monthly Status Hard copy Julie Grant, First of month
Business Staff Report
Jeff Martin
Customer Monthly Status E-mail Evan Dodge, First of month
Technical Staff Report
Nancy Michaels
Internal Monthly Status Hard copy Bob Thomson First of month
Management Report
Internal Monthly Status Intranet Angie Liu First of month
Business and Report
Technical Staff
Training Training Plan Hard Copy Jonathan Kraus 11/1/1999
Subcontractor
Software Software E-mail Barbara Gates 6/1/2000
Subcontractor Implementation
Plan
COMMUNICATIONS MANAGEMENT
Information Distribution
Getting the right information to the right people at
the right time and in a useful format is just as
important as developing the information in the first
place.
Important considerations include:
– Using technology to enhance information
distribution.
– Formal and informal methods for distributing
information.
COMMUNICATIONS MANAGEMENT
What Went Wrong?
A well publicized example of misuse of e-mail comes from the 1998
Justice Department's high profile, antitrust suit against Microsoft. E-
mail emerged as a star witness in the case. Many executives sent
messages that should never have been put in writing. The court
used e-mail as evidence, even though the senders of the notes said
the information was being interpreted out of context.
Some companies, such as Amazon.com, have established policies to
encourage employees to watch their use of e-mail and delete it
often. Their "Sweep and Clean" program instructed employees to
purge e-mails that were no longer required for business or legal
purposes. They even offered free café lattes to employees who
complied immediately.
Harmon, Amy, "E-mail comes back to haunt companies," November 29, 1998
COMMUNICATIONS MANAGEMENT
The Impact of the Number of People on Communications Channels
COMMUNICATIONS MANAGEMENT
Performance Reporting
Performance reporting keeps stakeholders informed about
how resources are being used to achieve project objectives.
– Status reports describe where the project stands at a
specific point in time.
– Progress reports describe what the project team has
accomplished during a certain period of time.
– Project forecasting predicts future project status and
progress based on past information and trends.
– Status review meetings often include performance
reporting.
COMMUNICATIONS MANAGEMENT
Administrative Closure
A project or phase of a project requires closure.
Administrative closure produces:
– Project archives.
– Formal acceptance.
– Lessons learned.
COMMUNICATIONS MANAGEMENT
Suggestions for Improving Project
Communications
The following are important issues that project managers
and team members must address if they are to deliver
effective project communications:
– Resolve conflicts effectively.
– Develop better communication skills.
– Run effective meetings.
– Use templates for project communications.
COMMUNICATIONS MANAGEMENT
Conflict Handling Modes
There are five basic Conflict Handling Modes. In preference
order these are:
1. Confrontation or problem-solving: directly face a
conflict.
2. Compromise: use a give-and-take approach.
3. Smoothing: de-emphasize areas of differences and
emphasize areas of agreement.
4. Forcing: the win-lose approach.
5. Withdrawal: retreat or withdraw from an actual or
potential disagreement.
COMMUNICATIONS MANAGEMENT
Develop better communication skills
Projects rely heavily on leadership, teamwork, cooperation and
mutual understanding. Empathy, a vital ingredient of
communication, is influenced by the attitude and example of
project managers and their ability in interpersonal
communication.
It takes leadership to help improve communication. Senior
management must set and lead by example.
Information technology professionals must have the opportunity
to develop communication skills. They need to be able to gain
experience in drafting reports, making presentations, and
managing important business relationships.
COMMUNICATIONS MANAGEMENT
Running effective meetings
A well-run meeting is an important means for
encouraging team building and reinforcing expectations,
roles, relationships, and commitment to the project.
However, a poorly run meeting can have a detrimental
effect on a project. In particular, many people complain
about the time they waste in unnecessary, or poorly
planned and poorly executed meetings.
COMMUNICATIONS MANAGEMENT
Guidelines for effective meetings
• Determine if a meeting can be avoided.
• Define the purpose and intended outcome of the
meeting.
• Determine who should attend the meeting.
• Provide an agenda to participants before the meeting.
• Prepare handouts, visual aids, and make logistical
arrangements ahead of time.
• Run the meeting professionally.
• Build relationships.
COMMUNICATIONS MANAGEMENT
Templates for project communications
To make the preparation of project communications
easier, project managers need to provide examples and
templates for common project communications - eg:
project descriptions, project charters, monthly
performance reports, oral status reports, etc.
Good documentation from previous projects can be an
excellent source of examples.
Samples and templates of both written and oral reports
are particularly helpful for persons who are preparing or
presenting reports for the first time.
COMMUNICATIONS MANAGEMENT
Sample Template for a Monthly Progress Report
I. Accomplishments for Month of January (or appropriate month):
Describe most important accomplishments. Relate to project's Gantt chart
Describe other important accomplishments, one bullet for each. If any issues were
resolved from the previous month, list them as accomplishments.
II. Plans for February (or following month):
Describe most important items to be accomplished in the next month. Again relate
to the project's Gantt chart.
Describe other important items to accomplish, one bullet for each
III. Issues: Briefly list important issues that surfaced or are still important. Managers
hate surprises and want to help the project succeed, so be sure to list issues.
IV. Project Changes (Date and Description): List any approved or requested
changes to the project. Include the date of the change and a brief description.
COMMUNICATIONS MANAGEMENT
Sample Template for a Letter of Agreement for a Class Project
I. Project Description: Describe the project's objective, scope, assumptions, cost
information, and schedule information, as shown in Figure 9-2. Be sure to include
important dates that the project's sponsor needs to be aware of
II. Organizational Goals and Expectations: Have the main sponsor from the
organization briefly state their goals and expectations for the project.
III. Student Goals and Expectations: Students on the project team should briefly
state their goals and expectations for the project.
IV. Meeting Information. It is a good idea for the project's sponsor and all students
on the project team to agree on at least one hour per week where all parties can meet
to work on this project. The meeting place should be a convenient location without
distractions. Virtual meetings may be an option for some people and projects.
V. Contact Information and Communications Plan: List the sponsor's and
students' names, phone numbers, e-mails, and important procedures for
communications. It is a good idea to set up a web site for all project information.
VI. Signatures: Have the main sponsor and students on the project team sign the
letter of agreement. Designate which student is the project manager. This student
should be the main contact for all project information.
COMMUNICATIONS MANAGEMENT
Outline for a Final Project Report
I. Cover page
II. Table of contents and executive summary (for a long report)
III. Need for the project
IV. Project description and letter of agreement
V. Overall outcome of the project and reasons for success or failure
VI. Project management tools and techniques used and assessment of them
VII. Project team recommendations and future considerations
VIII. Final project Gantt chart
IX. Attachments with all deliverables
COMMUNICATIONS MANAGEMENT
Gantt Chart Template for a Class Project
COMMUNICATIONS MANAGEMENT
Developing a Communications Infrastructure
A communications infrastructure is a set of tools, techniques, and
principles that provide a foundation for the effective transfer of
information:
– Tools include e-mail, project management software, groupware, fax
machines, telephones, teleconferencing systems, document
management systems, and word processors.
– Techniques include reporting guidelines and templates, meeting
ground rules and procedures, decision-making processes, problem-
solving approaches, and conflict resolution and negotiation
techniques.
– Principles include using open dialog and an agreed upon work
ethic.
COMMUNICATIONS MANAGEMENT
Using Software
There are many software tools to aid in project
communications. However, organisations will need
to adjust existing communication systems to meet
the special needs of a project.
Microsoft Project 98 (onwards) include an increasing
number of features to enhance communications
within projects (for example - publishing project
data as a HTML file).
COMMUNICATIONS MANAGEMENT
MS Project 98
Information Saved as
HTML File
COMMUNICATIONS MANAGEMENT
Conclusion - 1
It is becoming more difficult to be a successful project
manager.
Projects are becoming more complex and project team
members more demanding.
Traditional management approaches have been
replaced with those that depend on mutually
beneficial linkage and relationship.
COMMUNICATIONS MANAGEMENT
Conclusion - 2
To develop these relationships, the project manager
must be a skilled communicator -
– Skilled at getting information.
– Skilled at expressing views without creating
problems.
– Skilled at discussing behaviour issues.
