Stakeholder Communications Management
Listen to and respond to stakeholder concerns and feedback. Generate and communicate status updates that are specific to stakeholder groups.
Improvement Planning
Practices-Outcomes-Metrics (POM)
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.