IVI Framework Viewer

Stakeholder Communications Management

C5

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.