Stakeholder Communications Management
Listen to and respond to stakeholders' concerns and feedback. Generate specific status updates for stakeholder groups and communicate these appropriately so that informed decision-making can be facilitated at all levels.
Improvement Planning
Practices-Outcomes-Metrics (POM)
Representative POMs are described for Stakeholder Communications Management at each level of maturity.
- 1Initial
- Practice
- Rely on staff expertise.
- Outcome
- Basic communications can be put in place quickly.
- Metric
- Number of staff with expertise in stakeholder communications relating to project portfolio management.
- Practice
- Leverage professional networks and emulate successes.
- Outcome
- Communications approaches that are known to be effective can be identified and put in place quickly.
- Metric
- Number of processes or procedures adapted from outside the organization for stakeholder communications relating to project portfolio management.
- 2Basic
- Practice
- Establish processes and procedures for all planning and operational matters relating to project portfolio stakeholder communications.
- Outcome
- Processes and procedures for project portfolio stakeholder management add consistency and reliability to the communications efforts.
- Metric
- Project portfolio stakeholder satisfaction surveys on portfolio communications.
- Practice
- Keep portfolio management responsive and agile in its responses to communications.
- Outcome
- Stakeholders are satisfied because they are not left waiting for a response.
- Metric
- Project portfolio 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 there are informal channels that allow concerns or ideas about enhancement to be communicated freely.
- Metric
- Survey project portfolio stakeholders views on any real or imaginary barriers to communications.
- Practice
- Communicate using the communications plan.
- Outcome
- Project portfolio communications plans gain credibility and set expectations that are met.
- Metric
- 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 stakeholder groups, local and remote.
- Outcome
- The media and channels selected are appropriate to the intended purpose — for example, wikis, blogs, email, SMS, verbal, physical documents, audio/visual can all be used in different circumstances.
- Metric
- Stakeholder satisfaction surveys.
- 5Optimized
- Practice
- Tailor stakeholder communications and ensure that decision support information is available.
- Outcome
- Understanding of stakeholder information needs allows communications to be tailored and made more effective for the stakeholder.
- Metric
- Stakeholder satisfaction surveys.
- Practice
- Extend communications across the business ecosystem as appropriate.
- Outcome
- Inter company communications is enhanced by the use of shared representations for risk, labour units, currency, and so forth.
- Metric
- Business ecosystem stakeholder satisfaction surveys.