Sample Communication Plan

Table of Contents

DOCUMENT PURPOSE..................................................................................................................................................... 1 DOCUMENT ORGANIZATION............................................................................................................................1

OVERVIEW ....................................................................................................................................................................... 2 VISION.................................................................................................................................................................2 BUSINESS TARGETS..........................................................................................................................................2

PROJECT ORGANIZATION............................................................................................................................................. 3 COMMUNICATION PLAN................................................................................................................................................ 5

COMMUNICATION OBJECTIVES.......................................................................................................................5 COMMUNICATION TYPES .................................................................................................................................5 COMMUNICATION VEHICLES...........................................................................................................................6 COMMUNICATION PLAN...................................................................................................................................6

COMMUNICATION PLAN: EXECUTIVES ...................................................................................................................... 7 COMMUNICATION PLAN: MANAGERS........................................................................................................................ 8 COMMUNICATION PLAN: EMPLOYEES ...................................................................................................................... 9 COMMUNICATION PLAN: PROJECT TEAM ..............................................................................................................10 SAMPLE INFORMATION...............................................................................................................................................11

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Document Purpose

In order to achieve the strategy and business results for the project, we must assure timely and effective communication to all of the individuals, teams, and sponsors involved with the project. This document will serve as the basis for the planning and execution of all communication regarding the CRM OnDemand project for our company. This will encompass, but is not limited to, communication to and from executives, managers, employees, and the project team. It will also discuss the vehicles of communication and their frequency.

DOCUMENT ORGANIZATION This document is broken into four main areas: • Overview • Project Organization • Communication Strategy • Communication Plan Appendices

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Overview

[INSERT project details including start date, project team members, and executive sponsor.] The project team has started gathering business requirements to determine the necessary customizations to the application. As we begin the project, it is critical that we assure timely and effective communication with those who will be affected by the project. Our communication will be based around the vision and business targets determined at the start of the project.

VISION [INSERT statement summarizing vision – what the project is intended to help the organization do.]

BUSINESS TARGETS

[INSERT specific, measurable business results the organization seeks to achieve.]

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Project Organization

The CRM OnDemand project is made up of individuals and groups from different areas of the organization. Project roles range from executive sponsorship to the end-user representatives. The following table defines the various roles and their responsibilities throughout the life cycle of the project. [The number of individuals involved will depend on your organization; there might be different individuals for each role, or just one individual fulfilling all roles.]

Project Role Responsibility

Executive Sponsors

• Have ultimate authority and responsibility for the project

• Approve changes to project scope and provide additional resources required by the change

• Provide funds for the project

• Provide high- level project direction

• Resolve conflicts over policy and objectives

• Resolve resource issues

• Make business decisions for the project

Project Steering Committee

• Provide high- level project direction

• Assure appropriate resources

Project Lead • Perform high- level project management

• Manage the overall budget

• Approve and continuously monitor the project plan

• Escalate and resolve project issues

• Provide weekly and monthly reporting on the project status to the executive sponsors

• Give final approval of project deliverables

• Establish clear roles and responsibilities throughout the project

• Provide high- level project direction

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Project Role Responsibility

• Confirm that the project objectives are met

• Monitor to ensure that deliverables are consistent with the best practices

• Monitor and execute the communication plan

Administrator • Gather business requirements

• Customize CRM OnDemand where necessary

• Import customer and employee data

• Set up users

• Create necessary assignment rules

Communication Lead • Construct the communication plan and user adoption strategy

• Manage the execution of the communication plan and user adoption strategy

• Coordinate training sessions

• Manage communication content

Super Users • Represent the opinions and needs of their business unit

• Act as business process experts for their business unit

• Provide project information to their business unit

• Participate in requirements gathering and validation sessions

All roles are subject to further definition and clarification. Additional roles may be added throughout the life cycle of the project. Any changes in responsibility to previously defined roles will be reviewed with the parties currently holding the position.

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Communication Plan

We must assure open and timely communication for the organization by providing appropriate information to the people who need it, when they need it. By embracing the company-wide commitment to this project, each individual must do his or her part to ensure its success. Therefore, all individuals must understand their role and the specific activities for which they are responsible.

COMMUNICATION OBJECTIVES • Ensure timely communication to relevant groups or individuals • Ensure effective communication between groups • Ensure timely notices for requirements/meetings • Ensure optimum results for all communications and project expectations • Measure the results of the communication strategy execution and revise accordingly

COMMUNICATION TYPES This section outlines the types of communication that may be used as part of this project. All types of communication must be addressed to ensure that communication flows to all necessary parties when they need it. The following is a list of the types of communication addressed in the following sections of this document. Executives • Communication from executives to managers and employees • Feedback and direction to the project team from executives Managers • Communication to managers for distribution to their employees • Communication from managers to executives • Feedback communication from managers and employees to the project team Employees • Communication/feedback from employees to managers and executives • Communication/feedback from employees to the project team Project Team • Internal project team communication • Communication to executive sponsors • Meeting notices and notes to executives, managers, and employee representatives

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COMMUNICATION VEHICLES Communication cannot be limited to any one method or vehicle. It comes in many forms and must follow guidelines and an appropriate level of formality to ensure knowledge and information transfer. Within the following sections, each communication plan item will suggest the preferred vehicle and timing of the communication. Some will utilize various vehicles and are considered ongoing in status. The organization of information is just as important as the method by which it is delivered, thus all will be addressed at some level. The following is a list of vehicles that will be found within the communication plan. This list is not extensive and will grow throughout the life of the project. • Email • Informal word of mouth • Team meetings • Conference calls • Executive communication • Paper • Web • MS Explorer or directory structures

COMMUNICATION PLAN The communication plan is the detailed list of items to be communicated, to whom they are communicated, and when they are to be communicated. The communication plan is broken into three sections based on the communication type discussed above. The following is a list of the communication plans within this document:

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Communication Plan: Executives Activity Blueprint Stage Proposed

Finish Date Vehicle/ Tools

Responsibility Audience Frequency

Executives to announce the start of the CRM OnDemand project

Understand 9/1/04 Conf call Executive team All managers and employees

Once

Announce initiating sponsor and assign project lead

Understand 9/3/04 Email President or VP All executives, managers, and employees

Once

Communicate the vision for the organization and define how the CRM OnDemand initiative contributes to the vision

Envision 9/10/04 Web/email Executive committee

All managers and employees

Once

Outline objectives and project goals at project kick-off meeting

Define and Design 9/10/04 Meeting Initiating sponsor Project team Once

Kick-off training sessions with a message about vision and goals

Build and Deliver 10/18/04 Meeting or conf call

Executive team All managers and employees

As needed

Gather feedback after the initial launch Confirm 11/19/04 Focus groups, email, or informal

Executive team and project team

All managers and employees

Regularly

Announce future improvement plans Operate and Optimize

12/1/04 Conf call or email

Executive sponsor All managers and employees

As needed

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Communication Plan: Managers Activity Blueprint Stage Proposed

Finish Date Vehicle/ Tools

Responsibility Audience Frequency

Discuss CRM project goals and timeline with team

Understand/ Envision 9/17/04 and ongoing

Team meeting

Manager Employees As new information is available

Review upcoming process changes and impact on employees’ day-to-day environment

Envision/Define and Design

9/24/04 Team meeting

Manager Employees As new information is available

Review project updates, including dates and information (details to be provided by project team)

Define and Design Ongoing Email Manager; details provided by project lead

Employees Regularly

Discuss training course information and review importance of attendance

Build and Deliver 10/4/04 –10/18/04

Email or team meeting

Manager Employees Regularly as new information is available

Discuss revised performance expectations with each employee

Build and Deliver 10/8/04 and 10/22/04

Meeting Manager Employees Quarterly

Gather feedback after initial launch and review actions taken as a result of feedback

Confirm 11/19/04 All Manager to compile feedback

All Regularly

Recognize positive behaviors and discuss progress

Operate and Optimize

Ongoing after launch

Team meetings

Manager Employees Regularly

Review details of future improvement plans and the impact on employees on team

Operate and Optimize

12/3/04 Conf call or email

Manager; details provided by project lead

Employees As information is available

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Communication Plan: Employees Activity Blueprint Stage Proposed

Finish Date Tools Responsibility Audience Frequency

Attend project kick-off meeting to get essential information about the project

Define and Design 9/10/04 Meeting Super users Project team Once

Represent the needs of the team at requirements gathering sessions

Define and Design 9/24/04 Meeting Super users Project team As scheduled

Present information about business process changes at team meeting

Define and Design Ongoing Meeting Super users Employees and managers

Weekly

Provide feedback at validation sessions

Build and Deliver 10/8/04 Meeting Super users Project team As scheduled

Gather feedback after initial launch and share with project team

Confirm 11/19/04 Meetings and informal

Super users Employees Regularly

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Communication Plan: Project Team

Activity Blueprint Stage Proposed Finish Date

Tools Responsibility Audience Frequency

Invite employees to become super users; first meeting is project kick-off.

Define and Design 9/8/04 Meeting Project lead Employees Once

Assign an individual or group to act as the central point for all information going to and coming from the user community. They will be in charge of ensuring the consistency of messages and gathering feedback from the end users.

Define and Design 9/13/04 -- Project lead Project team Once

Conduct demo sessions to show managers and employees the application functionality

Build and Deliver 9/30/04 Web/email Project lead or Administrator

All managers and employees

Once

Send a weekly status report All Ongoing Email Project lead Executives Weekly

Send a weekly information notice with information about upcoming meetings, milestones, and project progress

All Ongoing after 9/10/04

Email Project lead Managers and super users Weekly

Establish an email alias for the CRM OnDemand project as a central point for all feedback and customization suggestions regarding the tool. Have the communication lead respond to feedback.

All 9/17/04 Email Project lead All managers and employees

Ongoing

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Sample Information

This document is a sample of a communication plan. Note that all headings are representative, but some content and specifics may have been removed. Each section of this plan is important to address, regardless of the size of your organization. Although this sample document may represent an organization that is larger and more complicated than yours, the essential decision points are still the same.