Process to enable continuous dialogue & improvement

1. Stakeholder Communication Process to enable continuous dialogue & improvement Anand Subramaniam

4. Stakeholder Relationship Management

5. SRM – Conceptual Overview Stakeholder Relationship Management Stakeholder Analysis Stakeholder Engagement Continuous Improvement Continuous Improvement

6. SRM - Framework Stakeholder Analysis and Mapping Identify key stakeholders Define stakeholders concerns & issues Assess their level of commitment and resistance Communication Strategy and Planning Review methods to inform different groups including timing / frequency Use the communication plan and create continuous dialog with all stakeholders Obtain feedback and involvement Engagement Strategies and Techniques Techniques to involve the stakeholders in the design and implementation Continuous Assessment and Follow through Clarification of roles and responsibilities for SRM Validate & evaluate communication processes

7. Communication - Overview

8. Communication Challenges Failure to train staff in new skills Special Interests lobbying against change Customers/ Beneficiaries Internal Workforce Internal Managers and Supervisors External Business Partners Other Key Audiences Legislators Public Media Challenges Benefits of change not clear Leadership not aligned Unclear vision Fear of change Failure to communicate Lack of resources Interference Interference

10. Responsible for Communication Change Mgmt Team Leader 6% Change Management Team Member 7% CEO / President 25% Employee's Supervisor 31% Department Head 9% Senior Mgmt 11% Executive Manager 11%

12. Stakeholder Commitment

13. Stakeholder - Commitment Curve Degree of support for the project Awareness Understanding Buy-in Commitment confusion unaware negative perception involvement aborted decision not to get involved

15. Communication – Process & Tools

16. Communication Process 3. Implement Communication Plan 2. Develop Communication Plan 1. Stakeholder Analysis 4. Evaluate Communication Activities

18. Example - Communication Plan Lead Analyst Hold sessions three times a week until all users covered Web cast presentations Remote user community Informational Remote Awareness Building Sessions Inform people of the project and the deliverables that will impact them Lead Analyst Schedule twice weekly until all users covered Stand-up presentations Local user community Informational Local Awareness Building Sessions Inform people of the project and the deliverables that will impact them Project Manager Monthly Paper - Status Report emailed to audience Sponsor Managers Steering Committee Mandatory Status Reports Responsible Delivery Frequency Delivery Method Target Audience(s) Type Deliverable/ Description

19. Example - Stakeholder Communication Training Administrator Early Stage I Mid Stage I First Live Site Announce Stage II Email; Mailings; Through Training Sessions System Overview; Phase 1 Scope Vs Future Phases, Goals, Objectives; New Business Processes, Forms, Deadlines; Access, Rollout & Training Details, FAQ End Users Implementation Functional Leads; Training Administrator Early Stage I Mid Stage I First Live Site Announce Stage II Email; Through Training Sessions System Overview; Phase 1 Scope Vs Future Phases, Goals, Objectives; New Business Processes, Forms, Deadlines; Access, Rollout & Training Details; Changes to Job Responsibilities Departmental Administrators Implementation Team Leads (internal & external); Weekly (for Status Meetings); As required for others Meetings; Bulletin Board; Email; Workshops Roles; Responsibilities; Progress Reports; Issue Resolutions; Strategies Project Implementation Team Project Lead; Implementation Team As required Meetings; Formal Paper-Based Reports; Demos System Overview; Goals, Implementation Scope, Risk, Objectives, Timetables for Stage 1 Vs Future Stages; Status Reports; Corporate Issues; Budget; Technology Requirements; Strategies (e.g. Rollout, User Training; Reporting, Print); Change Management Management Committee; Advisory Committee Project Sponsors; Project Lead; Implementation Team Monthly Meetings; Formal Paper-Based Reports; Demos Status Reports; Strategies; Issues; Budget; Technology Requirements; Changes to Corporate Business Processes Steering Committee Responsible Schedule (WHEN) Medium (HOW) Message (WHAT) Audience (WHO)

20. Example – Document Distribution Matrix E E O O Prod. Quality Manager r Prod. Development Mgr. O Product Design Engineer O O O O Project Manager m W O Sponsor Role or Contact On request r Monthly m Biweekly b Weekly w E-mail E Printed paper P Signed Original S Originator O Bug Log Post Project Review Change Control Issues Log Test Strategy/ Plan Design Docs Contract & Procurement Requirements Status/GANTT Project Charter Document Type Legend: