project communication handbook

P ROJECT C OMMUNICATION H ANDBOOK First Edition Revision 0 February 14, 2003

Office of Project Management Process Improvement

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Office of Project Management Process Improvement 1120 N Street, Mail Station 28 Sacramento, CA 95814 www.dot.ca.gov/hq/projmgmt Project Project Communication Handbook















Preface The California Department of Transportation (Department) Project Communication Handbook provides Handbook provides an updated overview of project communication at the Department. This version is effective as of February 14, 2003. The project team thanks all individuals within the districts and headquarters for their support and contributions to the production of this handbook.

Purpose

Audience

Background

Revisions

Conventions

This document provides an overview of the basic concepts and processes processes that guide project communication at the Department. The purpose of the Project Communication Handbook is Handbook is to assist the project team in identifying internal and external stakeholders, and to enhance communication among all parties involved.

Department project managers and other staff acting in a project management capacity.

This is the 1 st edition of the Project Communication Handbook.

Revision 0 represents the original version of the 1 st edition.

Titles of books and other documents appear in italics. italics. Web site URLs appear in bold italics.

Like this example.

Supplementary information information appears in the left margin alongside normal text in the right column.















C CONTENTS

Preface....... Preface................ ................... ................... .................. ................... ................... .................. ................... ................... ................... ................... ......... .....iii Purpose........... Purpose.................... ................... ................... ................... ................... .................. ................... ................... ............ ... ...................iii .................. .iii Audience............ Audience..................... ................... ................... .................. ................... ................... .................. .................. ......... ....................iii ................ ....iii Background......... Background.................. ................... ................... ................... ................... .................. ................... ................... ........... .. ................iii Revisions..... Revisions.............. ................... ................... ................... ................... .................. ................... ................... .................. ........... .. ...............iii Conventions........... Conventions..................... ................... .................. ................... ................... ................... ................... ........... .......................iii ................... ....iii Figures.. Figures........... .................. ................... ................... ................... ................... .................. ................... ................... .................. ............. .... ................vi

Overview..........................................................................................................7 What Is Project Project Communication?.......... Communication?................... ................... ................... .................. ................ ....... ......................8 ................... ...8 What Is Project Project Communication Management?......... Management?.................. .................. ................... ................... ............... ...... ...9 Why Do We Do It?................. It?.......................... .................. ................... ................... .................. ................... ............ ...................9 ................... 9

Processes.......................................................................................................10 Overview.......... Overview................... ................... ................... .................. ................... ................... ................... ................... ........... .. .......................11 .................. .....11 Develop the Communication Plan............. Plan...................... ................... ................... ................... ................... ................. ........ .....12 Gather Planning Inputs ................... ............................ .................. ................... ................. ....... ............................13 ................. ...........13















Contents

Distribute Information.......... Information................... ................... ................... .................. ................... ............. ... ..............................20 ................. .............20 Involve the Community.............. Community....................... ................... ................... .................. ................... ................... ............. .... .........21 Report Communication Performance.... Performance............. ................... ................... .................. ................ ........................ ....................22 ...22 Maintain and Archive Project Project Records....... Records................ .................. ................... ................... .................. ............. .... ..........23

Tools Tools and Methods............................. Methods................................................. ........................................ ............................. .................... ............24 .24 Communication Tools................. ools.......................... ................... ................... .................. ................... ................... ................... ................ ...... ...25 Project Project Fact Sheet.............. Sheet....................... .................. ................... ................... .................. ................. ........ .......................25 ................. ......25 Filing Filing Systems............. Systems....................... ................... .................. ................... ................... ................... ................... ............... ...... ............25 Work Work Breakdown Structure......... Structure.................. ................... ................... .................. ........... .. .............................26 ................ .............26 Resource Resource Breakdown Structure.......... Structure................... ................... ................... ................... ................. ....... ................26 Project Project Charter............. Charter...................... ................... ................... ................... ................... .................. ................... ................. ....... ..........26 Communication Methods............. Methods....................... ................... .................. ................... ................... ................... ............ .. ..............27

Appendices...................... Appendices......................................... ....................................... ........................................ ................................. ....................29 .......29 Appendix A: Stakeholders Stakeholders Analysis............ Analysis..................... ................... ................... .................. .................. ......... .............30 Appendix B: Communication Matrix............. Matrix...................... ................... ................... ................... ................... ................. ........ ..31 Appendix C: Sample Communication Plan............. Plan...................... .................. ................... ............. ... ................32

Glossary.........................................................................................................39 Acronyms.......................................................................................................41 Index..............................................................................................................42















Contents

Figures Figure 1. 1. Communication Communication plan flowchart......... flowchart............................. ............................. ..................... .................12 .....12 Figure 2. Conflict management management flowchart............................. flowchart......................................................17 .........................17 Figure 3. Stakeholders Stakeholders analysis template.......... template.............................. ................................. ........................30 ...........30 Figure 4. 4. Communication Communication matrix template............. template........................................... .......................................31 .........31 Figure 5. Sample communication communication plan.................. plan................................. ........................... ....................... .............32 ..32 Figure 6. Sample communication communication plan (continued)........ (continued).................. ..................... .....................33 ..........33 Figure 7. Sample stakeholders stakeholders analysis...................... analysis.......................................... ............................... ...............34 ....34 Figure 8. Sample communication communication matrix................... matrix................................................... ....................................35 ....35 Figure 9. Sample communication communication matrix (continued)........... (continued).................................. .........................36 ..36 Figure 10. Sample communication communication matrix (continued).......... (continued)................................ ........................37 ..37 Figure 11. Sample communication communication matrix (continued).......... (continued)................................ ........................38 ..38

















1 OVERVIEW

This chapter summarizes Department project communication. It: 

Defines what “project communication” and “project communication management” mean at the Department



Explains the purpose and goals of project communication management at the Department

















Appendix C: Sample Communication Plan

Appendices

What Is Project Communication? Project Project communication is the exchange of project-specific project-specific information. Effective communication creates understanding of the information given and received. received. For more information about project stakeholders, stakeholders, see the Project Management Handbook.

The project team must provide timely and accurate information to all stakeholders (people affected affected by a project). Members of the project team prepare prepare information in a variety of ways to meet the needs of various project stakeholders. Team members also incorporate feedback from these stakeholders.

Project Project communication differs from general communication in that it centers on the Work Breakdown Structure (WBS). For details about the WBS, see “Work “ Work Breakdown Structure” Structure ” on page 26. 26. For each WBS element, there are: 

Suppliers who provide inputs needed for the WBS element

 Task

For more information about task managers, see the Project Management Handbook.

managers who are responsible for delivering the WBS element



Customers who receive the products of the WBS element

Suppliers must communicate with the task managers, and the task managers must communicate with suppliers and customers. The supplier is often the task manager for an earlier deliverable deliverable in the project lifecycle; lifecycle; the customer may be a task manager for a later deliverable. deliverable. Good project communication includes notifying the next task manager in the project delivery chain about when to expect a deliverable. The project communication plan is a part of the overall project project plan. It builds on the project workplan, which shows:

















Appendices


What Is Project Communication Management? “Project communication management includes the processes required to ensure timely and appropriate generation, collection, dissemination, storage, and ultimate disposition of project information.”1 Task managers responsible for a deliverable need to know why the customers want it, what features they want, how long it will take, and how they want to receive it. Task managers tell their customers exactly when to expect the deliverable. deliverable. If that deliverable is a WBS element on the critical path, it is even more important that task managers inform their internal customers when the deliverable will arrive. The recipient recipient functional managers must have their staff ready to start work immediately after it arrives. Task managers must ensure that internal customers know about any changes in the delivery date so that recipient functional managers can schedule their resources accordingly. Task managers follow up with the customer of each deliverable. The task is not complete merely because the final product is delivered to the customer. Task managers contact the customers to confirm that the deliverable met their needs and expectations. Task managers should enter feedback that others might use in future projects into the lessons learned database and into the Department’s guidance and training materials.

Why Do We Do It?

Project Project communication management tools and techniques ensure the timely and appropriate appropriate generation, collection, dissemination, storage and ultimate disposition of project information. Department project managers use project communications management to:

















2 PROCESSES

This chapter explains the various processes involved in Department project communication.

















Appendices


Overview Understanding the communication process is the first step in communication planning. Consider these four factors: 

Who is involved in the communication process — the identified stakeholders, such as project management and staff, customer management and staff, and external stakeholders



What is being communicated — the message; the information being communicated



When the information is communicated — weekly, monthly, quarterly, as needed, or as identified



How the information is disseminated — in a meeting, a memorandum, an email, a newsletter, a presentation, etc.

For more information about the roles of the customers, Deputy District Director for Program and Project Management (DDDPPM), and District Director, see the Project Management Handbook .




















Appendices

Develop the Communication Plan Preparing Preparing the project communication plan assists the project team in identifying internal and external stakeholders and enhances communication among all parties involved in the project. The project team writes a communication plan to ensure that an effective communication strategy is built into t he project delivery process. The plan is a framework and should be a living, evolving document that can be revised revised when appropriate. The communication plan is part of the project management plan. Figure Figure 1 shows the steps in the development of the communication plan.

Begin Process

WBS Product Produ ct List

Gather Planning Inputs

Identify Stakeholders

Determine Stakeholder Needs

Project Charter



















Appendices


The project development team (PDT) develops a communication plan by asking the following questions: 

Who needs what information?



When do they need the information?



Who delivers the information?



How should the information be delivered?

While all projects share the need to communicate project information, the specific information needs and the methods of distribution may vary widely.

Gather Planning Inputs

The PDT develops two inputs to the project communication planning process: 

WBS product list — a list of potential project products, based on the workplan, that includes all the elements of the WBS, and the sub-products of the WBS.



Project charter — the record of the agreement between the sponsor and the project manager on the key elements of a project. The project charter lists the project manager, project sponsor, and the PDT (for further details about the project charter, see the Project Management Handbook ). ).




















Identify Communication Methods and WBS Products

Appendices

Project team members and stakeholders use different communication methods at particular times during the project lifecycle. For examples of communication methods, see “Communication Methods” Methods” on page 27. 27. The project team uses the WBS product list to identify the products that may be needed on the project. The PDT identifies: 

Who produces the product



Who receives the product

 The

method of product transmittal transmittal

This information is tied directly to WBS elements and sub-products required required for the project. The communication matrix includes all the information needed to manage project communication.

Prepare the Communication Plan Draft

The project communication plan includes the information needed to successfully manage project product deliverables. The project communication plan includes the following: 

Brief introduction and background — answers the question, “Why do we need a project communication plan?”



















Appendices




Preferred methods of communication. Project team members will use this information as a means to meet individual communication needs. If the team cannot reasonably communicate through each stakeholder’s preferred preferred medium, the team needs to negotiate a method to ensure that each stakeholder receives and understands the project communication.

Preferred method for rewarding the team, within the constraints of what is achievable. The PDT uses this information to plan appropriate celebrations at the completion of each project component. For a list of possible rewards, see “Decide “ Decide How to Reward the Team” Team ” on page 16. 16. For a stakeholders analysis template, see “ Appendix A: Stakeholders Analysis” Analysis” on page 30. 30. For a sample stakeholders analysis, see “Appendix “ Appendix C: Sample Communication Plan” Plan ” on page 32. 32. 



Communication matrix — this tool is used to track project performance by project component and WBS element. The WBS product list is the input. It includes the WBS codes, WBS titles, sub-products, and Uniform Filing System location numbers. The list also indicates which sub-products should be filed in the project history file (PHF). To complete the communication matrix, the PDT indicates if the sub-product is required, required, who produces it, who receives receives it, the method of transmittal, and the date submitted. For a communication matrix template, see “Appendix “ Appendix B: Communication Matrix” Matrix” on




















Appendices

Decide How to Reward the Team Some rewards that are achievable in California State service are: 

Gold and Silver Superior Accomplishment awards



End-of-component End-of-component team celebration sponsored by appropriate appropriate managers or project sponsors



Certificates and letters of appreciation from the District Director, Deputy District Director, or other appropriate appropriate manger



Certificates and letters of appreciation from local agencies and other external stakeholders



Excellence in Transportation awards presented by the Department

 Tranny

awards presented by the California Transportation Foundation



Purcell, Roberts, and Moskowitz awards presented by the Department



Excellence in Highway Design awards presented by the Federal Highway Administration



Environmental Excellence awards presented by the Federal Highway Administration Administration





















Appendices

Plan


Execute

Control

Conflict Arises

Record Diary Entries on All Project Issues and Results

Begin Begin Conflict M anagement anagement Process

Obtain Projec Proj ectt Informa In formation tion

Project Manager Drafts Conflict M anageme anagement nt Plan

Review Conflict Management Plan

Follow the Plan Plan to Resolve Issue or

Close

File Diary Entries in Project Folder




















Appendices

Sample Conflict Management Strategy The project manager prepares the conflict management strategy with input from stakeholders. Stakeholders use this strategy to resolve issues at any time during the project.

The project manager and the project stakeholders meet and agree to attempt to resolve all conflicts conflicts at an individual level as much as possible. Two (or more) parties with a dispute will meet and use the following guidelines:  To

Step

resolve conflicts within the scope of the project:

Action

1

Acknowledge the conflict.

2

Establish ground rules.



















Appendices

Incorporate Changes and Finalize the Communication Plan


The project manager or team members incorporate changes from the project stakeholders stakeholders into the project communication plan. The project manager then distributes the final project communication plan to the PDT. The project management management support unit (PMSU) uses the finalized project communication matrix to track the progress progress of project deliverables. (For a sample of a completed project communication plan, see “Appendix C: Sample Communication Plan” Plan ” on page 32.) 32.)




















Appendices

Distribute Information For a complete definition of a stakeholder, see the Project Management Handbook.

Proper information distribution makes information available to project stakeholders in a timely manner. Following the communication plan ensures that all members of the project team are aware of their responsibilities to communicate with external stakeholders. The more information stakeholders have regarding a project or deliverable, the less likely last minute conflicts, changes, or complaints will affect a project. Team members can improve overall project communication by adhering to the following communication guidelines: 

Awareness Base communication strategies on stakeholder needs and



















Appendices

Involve the Community


The Department has adopted a number of policies that encourage community involvement and building partnerships. The key to successful community involvement is communicating with external external project stakeholders early and often. Project team members must be familiar with the Department’s policies and procedures related to: 

Community involvement — extensive information related to working with external project stakeholders, including preparing preparing community involvement plans, can be found in the Project Development Procedures Manual (PDPM), (PDPM) , Chapter 22. All project team members must be aware of this information and follow established procedures. For more information, see the complete chapter at: http://www.dot.ca.gov/hq/oppd/pdpm/ch http://www .dot.ca.gov/hq/oppd/pdpm/chap_htm/chapt2 ap_htm/chapt2 2/chapt22






















Appendices

Report Communication Performance Throughout the project, team members assess the project communication plan. The original plan provides adequate



















Appendices


Maintain and Archive Project Records From From the start of the project until the award of the construction contract, the Project Engineer maintains a set of project records.



















3



















Appendices


Communication Tools Project Project team members use a variety of tools to organize and present project information.




















Appendices

 The

Construction Organization of Project Documents — the standard filing system for project construction records from the award of the construction contract onwards. For more information, see Section 5-102 of the Construction Manual located at:





















































































































































































































project communication handbook

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