copyright course technology 1999 1 chapter 9: project communications management

Copyright Course Technology 1999

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Chapter 9:Project Communications Management


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Importance of Good CommunicationsThe greatest threat to many projects is a

failure to communicateOur culture does not portray IT professionals

as being good communicatorsResearch 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 ProcessesCommunications 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 ContentsA description of a collection and filing structure for

gathering and storing various types of informationA distribution structure describing what information

goes to whom, when, and howA format for communicating key project informationA project schedule for producing the informationAccess methods for obtaining the informationA 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


Hard copy Julie Grant,

Jeff Martin

First of month

CustomerTechnical Staff


E-mail Evan Dodge,

Nancy Michaels

First of month

InternalManagement


Hard copy Bob Thomson First of month

InternalBusiness andTechnical Staff


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 DistributionGetting 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. Some companies, such as Amazon.com, have established policies to encourage employees to watch their use of e-mail and delete it often. Their "Sweep and Clean" program instructed employees to purge e-mails that were no longer required for business or legal purposes. They even offered free café lattes to employees who complied immediately. Harmon, Amy, "E-mail comes back to haunt companies," November 29, 1998


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Figure 9-1. The Impact of the Number of People on Communications Channels


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Performance ReportingPerformance 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 CommunicationsResolve conflicts effectivelyDevelop better communication skillsRun effective meetingsUse templates for project

communications


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Conflict Handling Modes, in Preference OrderConfrontation or problem-solving: directly

face a conflictCompromise: use a give-and-take approachSmoothing: de-emphasize areas of

differences and emphasize areas of agreement

Forcing: the win-lose approachWithdrawal: retreat or withdraw from an

actual or potential disagreement


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Figure 9-2. Sample Template for a Project DescriptionObjective: Describe the objective of the project in one or two sentences. Focus on the business benefits of doing the project.

Scope: Briefly describe the scope of the project. What business functions are involved, and what are the main products the project will produce.

Assumptions: Summarize the most critical assumptions for the project.

Cost: Provide the total estimated cost of the project. If desired, list the total cost each year.

Schedule: Provide summary information from the project’s Gantt chart as shown. Focus on summary tasks and milestones.

Project 98 file


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Table 9-2. Sample Template for a Monthly Progress Report

I. Accomplishments for Month of January (or appropriate month):

Describe most important accomplishments. Relate to project's Gantt chart

Describe other important accomplishments, one bullet for each. If any issues wereresolved from the previous month, list them as accomplishments.

II. Plans for February (or following month):

Describe most important items to be accomplished in the next month. Again relateto the project's Gantt chart.

Describe other important items to accomplish, one bullet for each

III. Issues: Briefly list important issues that surfaced or are still important. Managershate surprises and want to help the project succeed, so be sure to list issues.

IV. Project Changes (Date and Description): List any approved or requestedchanges to the project. Include the date of the change and a brief description.


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Table 9-3. Sample Template for a Letter of Agreement for a Class Project

I. Project Description: Describe the project's objective, scope, assumptions, costinformation, and schedule information, as shown in Figure 9-2. Be sure to includeimportant dates that the project's sponsor needs to be aware of

II. Organizational Goals and Expectations: Have the main sponsor from theorganization briefly state their goals and expectations for the project.

III. Student Goals and Expectations: Students on the project team should brieflystate their goals and expectations for the project.

IV. Meeting Information. It is a good idea for the project's sponsor and all studentson the project team to agree on at least one hour per week where all parties can meetto work on this project. The meeting place should be a convenient location withoutdistractions. Virtual meetings may be an option for some people and projects.

V. Contact Information and Communications Plan: List the sponsor's andstudents' names, phone numbers, e-mails, and important procedures forcommunications. It is a good idea to set up a web site for all project information.

VI. Signatures: Have the main sponsor and students on the project team sign theletter of agreement. Designate which student is the project manager. This studentshould be the main contact for all project information.


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Table 9-4. Outline for a Final Project Report

I. Cover page

II. Table of contents and executive summary (for a long report)

III. Need for the project

IV. Project description and letter of agreement

V. Overall outcome of the project and reasons for success or failure

VI. Project management tools and techniques used and assessment of them

VII. Project team recommendations and future considerations

VIII. Final project Gantt chart

IX. Attachments with all deliverables


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Table 9-5. Final Project Documentation ItemsI. Project description

II. Project proposal and backup data (request for proposal, statement of work,proposal correspondence, and so on)

III. Original and revised contract information and client acceptance documents

IV. Original and revised project plans and schedules (WBS, Gantt and PERT charts,cost estimates, communications management plan, etc.)

V. Design documents

VI. Final project report

VII. Deliverables, as appropriate

VIII. Audit reports

IX. Lessons learned reports

X. Copies of all status reports, meeting minutes, change notices, and other writtenand electronic communications


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Figure 9-3. Gantt Chart Template for a Class Project

Project 98 file


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Table 9-6. Guidance for Student’s Lessons Learned ReportEvery two weeks or after a major event in your group project, write a brief journal entry describing what happened and how you felt about it. At the end of the term, write a 2-3 page paper describing your lessons learned based on your group project. Answer the following questions:

•What were your roles and responsibilities on the team? How were they decided?•What did you like/dislike about the project?•What did you learn about project management and yourself by doing the group project?•What did you learn about teamwork and yourself by doing the group project?•What would you have done differently? What will you remember to do on the next project you work on after this experience?


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Developing a Communications InfrastructureA 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 CommunicationsThere are many software tools to aid in

project communicationsThe What Went Right? Example

describes several new web-based and wireless communications tools

Microsoft Project 98 includes several features to enhance communications


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Figure 9-4. MS Project 98 Information Saved as HTML File

Project 98 file


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Discussion QuestionsDiscuss examples of media that poke fun at the

communications skills of technical professionals. How does poking fun at technical professionals' communications skills impact the industry and educational programs?

Discuss the advantages and disadvantages of different ways to distribute project information.

How can software assist in project communications? How can it hurt project communications?

copyright course technology 1999 1 chapter 9: project communications management

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