Project Communication Management

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 Project Communication
Management Process
Group
Process Group Communication Management Process

Initiating Identify Stakeholders

Planning Plan Communications

Executing Distribute Information, Manage Stakeholder

Expectations
Monitoring & Control Report Performance

Closing

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 9.1 Identify Stakeholders

The process of identifying all people or organizations impacted by the

project, and documenting relevant information regarding their interests
(concern), influence (involvement), and impact on project success

Inputs Project charter Enterprise environmental factors

Procurement documents Organizational process assets

Tools & Stakeholder analysis Expert judgment

Techniques

Outputs Stakeholder register Stakeholder management

strategy

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 Inputs

1. Project charter
2. Procurement documents
Any suppliers or vendors listed in contracts are generally considered
to be stakeholders
3. Enterprise environmental factors
Governmental standards and regulation,
Industry standards
4. Organizational process assets
Stakeholder register templates
Stakeholder registers from previous projects, historical information,
lessons learned from previous projects

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 Tools & Techniques

1. Stakeholders analysis

1. Expert judgment
Interview all of the experts
on your project to identify
more stakeholders

Power/ Interest Grid with Stakeholders

A Guide to the Project Management Body of Knowledge, Fourth Edition (PMBOK Guide)
2008 Project Management Institute, Inc. All Rights Reserved. Figure 10-4, Page 249
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 Outputs
1. Stakeholder register:
Stakeholder register contains information about who the identified
stakeholders are
Identification information: name, title, role, office location, and
contact information
Assessment information: requirements, expectations, project
influence, interests
Stakeholders classification: whether they are internal or external
and supporter/neutral/resistor

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 Outputs
1. Stakeholder management strategy: Plan how to increase the
support and minimize negative impacts of stakeholders throughout the
entire project life cycle.

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 9.2 Plan Communications
The process of determining project stakeholder information needs and
defining a communication approach

Inputs Stakeholder register Enterprise environmental factors

Stakeholder management Organizational process assets
strategy

Tools & Communication requirements Communication models

Techniques analysis Communication methods
Communication technology

Outputs Communications Project document updates

management plan

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 Inputs

1. Stakeholder register
2. Stakeholder management strategy
3. Enterprise environment factors
Cultural and structural issues that may support or hinder a project
Human resources
Stakeholder risk tolerance
Political climate
1. Organizational process assets
Past experience working with the same stakeholders
Positive stakeholders who can influence negative stakeholders

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 Tools & Techniques

1. Communications Requirements Analysis:

Gives the project manager a clear idea of the type, format, and value
of the information stakeholders need
The project manager should also consider the number of potential
communications channels, or paths, among project stakeholders

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 Tools & Techniques
1. Communication Technology:

Determine how to communication Factors may influence the choice of

with Stakeholders? technologies
Face-to-face interactions The urgent of the need for
By telephone information
Fax, The availability of technology
E-mail The expected project staffing
Or through meetings Organizational technical literacy
Project management system or The project environment
software Organization acceptance

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 Tools & Techniques
1. Communication Models

A Guide to the Project Management Body of Knowledge, Fourth Edition (PMBOK Guide) 2008 Project
Management Institute, Inc. All Rights Reserved. Figure 10-8, Page 255

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 Tools & Techniques
1. Communication Models (Cont.)
The Sender should
Send the clear message
Encode a message carefully,
Determine which communication method to send it,
And confirm that the message has been send and understood
The Receiver should
Decode the message carefully
Understood correctly
Send a feedback message
Communication blockers:
Noise
Distance
Improper encoding of messages
Language
Culture

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 Tools & Techniques
1. Communication Models (Cont.)
Effective communication:
Nonverbal: 55% of all communication
Para lingual: pitch & tone of voice also helps to convey a
message
Feedback.

Effective listening:
Feedback
Active listening
Para lingual

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 Tools & Techniques
1. Communications Methods:
Interactive Communication
One person provides information, others receive it and then
respond to the information
For example, meetings, phone calls, video conference

Push Communication
Sender can be certain the message is sent, there is no verification
that the message has been received and understood
For example, letter, email, fax, SMS

Pull Communication
The Recipients are responsible for retrieving, or pulling the
information form a central location
For example, intranet, e-learning, workshop

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 Tools & Techniques

1. Communications Methods (Cont.)

Type When used
Formal written Complex problems, project
management plans, project charter,
memos, communicating over long
distances
Formal verbal Presentations, speeches
Informal written Email, handwritten notes
Informal verbal Meetings, conversations

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 Outputs

1. Communication Management Plan

The communication management plan matrix
Communication role/ responsibility of stakeholders
Process for escalating issues
Guidelines for meetings, presentations
Report format and frequency of sending the reports

1. Project Document Updates

Project documents that may be updated include:
Project schedule,
Stakeholder register, and
Stakeholder management strategy.

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 Communication Management Plan Sample
Communic Objective of Medium Frequen Audience Owner Deliverable
ation Type Communication cy

Kickoff Meeting Introduce the project team Face to Face Once Project Project Agenda
and the project. Review Sponsor Manager Meeting Minutes
project objectives and Project Team
management approach. Stakeholders

Project Team Review status of the Face to Face As needed Project Team Project Agenda
Meetings project with the team. Conference Manager Meeting Minutes
Call

Monthly Project Report on the status of the Face to Face Monthly PMO Project
Status project to management. presentation Manager
Meetings Conference
Call

Project Status Report the status of the Face to Face Weekly Customer Project Project Status
Reports project including activities, presentation Project Manager Report
progress, costs and Email Sponsor
issues. Project Team
Stakeholders

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 9.3 Distribute Information

The process of making relevant information available to project

stakeholders as planned

Inputs Project management plan Organizational process assets

Performance reports

Tools & Communication methods Information distribution tools

Techniques

Outputs Organizational process

assets updates

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 Inputs
1. Project Management Plan:
- Contains the communication management plan
2. Performance Reports
Performance reports show current project performance and status
information
They are used by management and stakeholder to evaluate the project
and make decision to ensure that the project is performing against plan
3. Organizational Process Assets
Organizational communication standards and policies
Communication guidelines
Available communication technology
Templates
Information security requirements
Historical information, Lessons learned

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 Tools & Techniques

1. Communication Methods
2. Information Distribution Tools
Hard copy document distribution
Electronic communication and conferencing tools
Emails,
Fax
Voice mail,
Video and web conferencing
Electronic tools for project management
Web interfaces to scheduling and project management software
Meeting and virtual office support software

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 Outputs

1. Organizational process assets update

Example of organization process assets updates include:
Lessons learned document about information distribution
Project reports (formal and informal) that detail project status,
issues log, project closure reports
Project presentations made by the project team member to
stakeholders
Feedback from stakeholders
Stakeholder notifications about project issues and changes

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 9.4 Manage Stakeholder
Expectations

The process of communicating and working with stakeholders to meet their

needs and addressing issues as they occur

Inputs Stakeholder register Issue log

Stakeholder management Change log
strategy Organizational process assets
Project management plan
Tools & Communication methods Management skills
Techniques Interpersonal skills

Outputs Organizational process Project management plan

assets updates updates
Change request Project document updates

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 Inputs
1. Stakeholder Register
2. Stakeholder Management Strategy
3. Project Management Plan
4. Issue Log:
- The issue log is a database listing each issue, when it was opened, and
who the owner is.
5. Change Log
A change log is a project document where all change requests are
recorded
These changes and their impact to the project in terms of time, cost, and
risk, must be communicated to the appropriate stakeholders.
6. Organizational Process Assets
Issues management procedures, change control procedures.
Historical information about previous project: Project reports, Lessons
learned, Past experience working with the same stakeholders, Team
experience on similar project.

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 Tools & Techniques
1. Communication Methods
1. Interpersonal Skills & Management Skills
Communication management and skills
Leadership and management skills
Impactful presentation skills
Effective negotiation skills
Conflict handling and problem solving skills
People coaching and effective feedback
Human skills for efficient teams

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 Outputs
1. Organizational Process Assets Updates
Lessons learned from managing stakeholder expectations should be
updated in lessons learned documentation
2. Change Requests
Any change during managing stakeholder expectations will be requested
and performed the Integrated change control process
3. Project Management Plan Updates
Communication plan should be updated if the stakeholder management
strategies are not working as intended
4. Project Document Updates
Update relevant documents to include:
Stakeholder management strategy, Stakeholder register
Issue log, Change log

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 9.5 Report Performance

The process of collecting and distributing performance information,

including status reports, progress measurements and forecasts

Inputs Project management plan Budget forecasts

Work performance Organizational process assets
information
Work performance
measurements
Tools & Variance analysis Communication methods
Techniques Forecasting methods Reporting systems
Outputs Performance reports Change reports
Organizational process
assets updates

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 Inputs
1. Project Management Plan
Includes the performance measurement baselines, such as scope, cost,
schedule, and sometimes, technical and quality measures
2. Work Performance Information
Status of deliverables
Actual costs incurred
Schedule progress
3. Work Performance Measurement
Planned versus actual schedule performance
Planned versus actual cost performance
Planned versus actual technical performance
Quality measurements
Risk monitoring and controlling elements (Risk Register)
4. Budget Forecasts
Estimate at completion (EAC), Estimate to completion (ETC)
5. Organizational Process Assets
Report templates
Policies and procedures that define the measures and indicators to be used
Organizationally defined variance limits
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 Tools & Techniques

1. Variance Analysis
Comparing the differences between actual project results and planned or
expected results
2. Forecasting Methods
3. Communication Methods
4. Reporting System
Reporting system provide standard tools for capturing, storing and
distributing key project performance information

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 Outputs
1. Performance Reports: should provide the kinds of information and the
level of detail required by stakeholders and may include:
Status report: where project now stands regarding performance
measurement baselines on cost, schedule, scope & quality
Progress report: describing what has been accomplished
Trend report: examining project result over time to see if performance in
improving or deteriorating.
Forecasting report: predicting future project status & performance
Variance report: comparing actual result to baseline
Earned Value: integrating scope, cost, schedule measures to access
project performance.
Commons formats for Performance Reports: Bar charts, S-curves,
Histograms, Tables
2. Organizational Process Assets updates: Lessons learned, Docs,
Historical information, Risk control procedures, Financial database
containing information such as labor hours, incurred cost, budgets and any
project cost overruns
3. Change requests: Variances from planned cost and schedule are often the
triggers for implementing project changes. These changes are handle in the
Perform Integrated Change Control process.
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 Question?
1/ Can PM control all communications?

2/ Should PM try to control communications?

3/ Percentage of PMs time is spent to communicate?

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 Exercises
Progress report
Status report

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