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Copyright Course Technology 2001 1
Chapter 9:Project Communications
Management
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Importance of Good Communications
• The greatest threat to many projects is a failure to communicate
• Our culture does not portray IT professionals as being good communicators
• Research shows that IT professionals must be able to communicate effectively to succeed in their positions
• Strong verbal skills are a key factor in career advancement for IT professionals
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Project Communications Management Processes
• Communications planning: determining the information and communications needs of the stakeholders
• Information distribution: making needed information available in a timely manner
• Performance reporting: collecting and disseminating performance information
• Administrative closure: generating, gathering, and disseminating information to formalize phase or project completion
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Communications Planning
• Every project should include some type of communications management plan, a document that guides project communications
• Creating a stakeholder analysis for project communications also aids in communications planning
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Communications Management Plan Contents
• A description of a collection and filing structure for gathering and storing various types of information
• A distribution structure describing what information goes to whom, when, and how
• A format for communicating key project information
• A project schedule for producing the information
• Access methods for obtaining the information
• A method for updating the communications management plans as the project progresses and develops
• A stakeholder communications analysis
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Table 9-1. Sample Stakeholder Analysis for Project Communications
Stakeholders Document Name DocumentFormat
Contact Person Due
CustomerManagement
Monthly StatusReport
Hard copy Gail Feldman,Tony Silva
First of month
CustomerBusiness Staff
Monthly StatusReport
Hard copy Julie Grant,
Jeff Martin
First of month
CustomerTechnical Staff
Monthly StatusReport
E-mail Evan Dodge,
Nancy Michaels
First of month
InternalManagement
Monthly StatusReport
Hard copy Bob Thomson First of month
InternalBusiness andTechnical Staff
Monthly StatusReport
Intranet Angie Liu First of month
TrainingSubcontractor
Training Plan Hard Copy Jonathan Kraus 11/1/1999
SoftwareSubcontractor
SoftwareImplementationPlan
E-mail Barbara Gates 6/1/2000
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Information Distribution
• Getting the right information to the right people at the right time and in a useful format is just as important as developing the information in the first place
• Important considerations include– using technology to enhance information
distribution– formal and informal methods for distributing
information
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What Went Wrong?
A well publicized example of misuse of e-mail comes from the 1998 Justice Department's high profile, antitrust suit against Microsoft. E-mail emerged as a star witness in the case. Many executives sent messages that should never have been put in writing. The court used e-mail as evidence, even though the senders of the notes said the information was being interpreted out of context.
Harmon, Amy, "E-mail comes back to haunt companies," November 29, 1998
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Table 9-2. Media Choice Table
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Figure 9-1. The Impact of the Number of People on Communications Channels
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Performance Reporting
• Performance reporting keeps stakeholders informed about how resources are being used to achieve project objectives– Status reports describe where the project stands at a specific
point in time
– Progress reports describe what the project team has accomplished during a certain period of time
– Project forecasting predicts future project status and progress based on past information and trends
– Status review meetings often include performance reporting
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Administrative Closure
• A project or phase of a project requires closure
• Administrative closure produces– project archives– formal acceptance– lessons learned
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Suggestions for Improving Project Communications
• Manage conflicts effectively
• Develop better communication skills
• Run effective meetings
• Use templates for project communications
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Conflict Handling Modes, in Preference Order
• Confrontation or problem-solving: directly face a conflict
• Compromise: use a give-and-take approach
• Smoothing: de-emphasize areas of differences and emphasize areas of agreement
• Forcing: the win-lose approach
• Withdrawal: retreat or withdraw from an actual or potential disagreement
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Conflict Can Be Good
Conflict often produces important results, such as new ideas, better alternatives, and motivation to work harder and more collaboratively
• Groupthink can develop if there are no conflicting viewpoints
• Research by Karen Jehn suggests that task-related conflict often improves team performance, but emotional conflict often depresses team performance
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Developing Better Communication Skills
• Companies and formal degree programs for IT professionals often neglect the importance of developing speaking, writing, and listening skills
• As organizations become more global, they realize they must invest in ways to improve communication with people from different countries and cultures
• It takes leadership to improve communication
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Running Effective Meetings
• Determine if a meeting can be avoided• Define the purpose and intended outcome of the
meeting• Determine who should attend the meeting• Provide an agenda to participants before the meeting• Prepare handouts, visual aids, and make logistical
arrangements ahead of time• Run the meeting professionally• Build relationships
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Using Templates for Project Communications
• Many technical people are afraid to ask for help
• Providing examples and templates for project communications saves time and money
• Organizations can develop their own templates, use some provided by outside organizations, or use samples from textbooks
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Figure 9-2. Sample Template for a Project Description
Project 98 file
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Table 9-3. Sample Template for a Monthly Progress Report
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Table 9-4. Sample Template for a Letter of Agreement for a Class Project
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Table 9-5. Outline for a Final Project Report
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Table 9-6. Final Project Documentation Items
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Figure 9-3. Gantt Chart Template for a Class Project
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Table 9-7. Guidance for Student’s Lessons Learned Report
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Table 9-8. Sample Template for a Project Web Site
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Developing a Communications Infrastructure
• A communications infrastructure is a set of tools, techniques, and principles that provide a foundation for the effective transfer of information– Tools include e-mail, project management software,
groupware, fax machines, telephones, teleconferencing systems, document management systems, and word processors
– Techniques include reporting guidelines and templates, meeting ground rules and procedures, decision-making processes, problem-solving approaches, and conflict resolution and negotiation techniques
– Principles include using open dialog and an agreed upon work ethic
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Using Software to Assist in Project Communications
• There are many software tools to aid in project communications
• The What Went Right? example describes several new web-based and wireless communications tools
• Microsoft Project 2000 includes several features to enhance communications
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Figure 9-4. Microsoft Project Information Saved as HTML File
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Figure 9.5 Microsoft Project Central