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Representative POMs are described for Stakeholder Communications Management at each level of maturity.

1Initial

• Practice

  Rely on the best endeavours of staff.

  Outcome

  An immediate basic capability is turned on.

  Metric

  Number of experienced staff.

• Practice

  Leverage professional associations and networking to identify working approaches known to be effective.

  Outcome

  The implementation of working approaches that are known to be effective is very fast.

  Metric

  Number of approaches, methods, tools, or processes adapted from outside to get up and running.

2Basic

• Practice

  Establish processes and procedures for planning and operations relating to project portfolio stakeholder communications.

  Outcome

  Processes and procedures for programme stakeholder management add consistency and reliability to the communications efforts.

  Metric

  Programme stakeholder satisfaction surveys on portfolio communications.

• Practice

  Keep programme management alert and agile in its responses to communications.

  Outcome

  Stakeholder satisfaction is enhanced because stakeholders are not left waiting for a response.

  Metric

  Programme stakeholder satisfaction surveys on portfolio communications responsiveness.

3Intermediate

• Practice

  Use both formal and informal communications channels with stakeholders and stakeholder groups.

  Outcome

  Communications address regular business needs, and informal channels allow concerns or possible enhancement ideas to be communicated freely.

  Metric

  Survey programme stakeholders views on any real or imaginary barriers to communications.

• Practice

  Communicate using the communications plan — i.e. provide the reports that were promised to stakeholders in the communications plan; listen and act on suggestion boxes and other communications channels.

  Outcome

  Programme communications plans gain credibility and meet expectations that were set.

  Metric

  Programme stakeholder satisfaction surveys.

4Advanced

• Practice

  Use ticket-based systems and develop metrics on communications to understand and better manage communications.

  Outcome

  Ticket-based systems facilitate communications analysis and better management of communications.

  Metric

  The time between the opening and closure of communications tickets (with classifications of different types of ticket).

• Practice

  Ensure effective communications channels support all programme stakeholder groups — local and remote.

  Outcome

  The media and channels selected are appropriate for the intended purpose — for example, wikis, blogs, email, SMS, verbal, physical documents, audio/visual can all be used in different circumstances.

  Metric

  Programme stakeholder satisfaction surveys.

5Optimized

• Practice

  Tailor stakeholder communications and ensure that decision support information is available.

  Outcome

  Understanding of stakeholder information needs enables communications to be tailored and made more effective for the stakeholder.

  Metric

  Programme stakeholder satisfaction surveys.

• Practice

  Develop a programme of continuous improvement around programme stakeholder communications management that leverages best-known industry practice, research, and the advice of programme management tools vendors.

  Outcome

  Best-known industry practice is used by the organization.

  Metric

  Number of programme stakeholder communications innovations.