Effective Project Communication

Mark Ritchie IS Applications Division

Effective Project Communication • Defines project value in terms understood by

stakeholders • Creates dialogue with delivery partners and users• Builds the project team • Establishes shared understanding of project

objectives • Provides re-usable information and resources

Six Steps for Effective Communication1. Implement an internal project communications

process for the project team2. Create a communications plan and monitor

implementation 3. Use layered communications to maintain

stakeholder relationships4. Track project communications5. Stay informed/keep others informed6. Manage expectations

Internal Project Communication• Build a team – not a group of subcontractors• Communicate with team and involve them in

defining the content of external messages• Ensure appropriate meeting frequency (at least

weekly for core team) and stick to it • Use appropriate communication methods

particularly face to face, shared email lists and web page updates

• Include project team in all external communications

Communications Plan• Clarify communication responsibilities – everyone

has a role to play not just the project manager• Define your process and follow it at all times• Regular meetings with Project Board / Governance

(at least every six to eight weeks throughout project)• Don’t be afraid to repeat key messages• Maintain project status pages and other externally

facing resources • Use social media, new technology, prototypes and

demonstrators to better reach your audience

Example – A Project Blog

Layered Communications

Track All Project Communications• Maintain an archive of all project messages• Publish all project communications in one place • Record the “who what when” for all communications • Promote consistency of communication throughout

project lifecycle • An auditable record for this and future projects • Examples of effective communication

Example – Project Message Archive

Stay Informed / Keep Others Informed• Know what’s going on at all times on your project • Manage risks to anticipate and avoid issues arising • See issues as an opportunity to communicate more

not less• Effective communication may identify alternative

options e.g. to resolve issues or innovate• Emphasise (and continue to assess) the business

value of the project in all project communications

Manage Expectations• Satisfaction = quality of delivery / expectations• Tell users what to expect (no surprises!)• Ensure stakeholder know what actions are required

on their part• Explain how stakeholders will benefit and why they

should care!• Deliver what you have agreed