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Project Struggles: Communication

I was asked today about some of my past implementation experiences and some common struggles.  Many of the major, potential-stoppage-type issues came from one thing - communication.  Or more accurately, a lack of communication.

In today's world, people know about transformations, programs, policy changes, and projects before they begin.  People are forming opinions - it will solve ALL my problems or it will create endless problems for me.  In reality, neither are true and the truth lies in between those sentiments.  

Communication programs start with the goal of building 'awareness'.  But people are already aware and with the limited information provided, already formed opinions.  My recommendation is simple - communicate as early as possible with as many details as possible.  People can handle it.  And it starts to build 'accurate awareness' of the changes.  

And if you can, let people have a mechanism to provide feedback and ask questions.  A box in the coffee room (either literal box or a virtual box).  Sometimes I have had folks that are afraid people are going to ask inappropriate question or questions that cannot be answered.  Here is the thing - if they are going to ask it, they must first be thinking it.  So, wouldn't you rather know that impacted stakeholders are thinking of these things.  

And if I don't have an answer, tell people we will know in 60 days or whatever the date may be.  Embrace and share uncertainty.  If anything the last 5 years have taught us, there is always uncertainty. 

Communicate often, communicate as much.

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