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Stakeholder Communications Management

C3

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.