Plant Services - June 2008 - (Page 21)

ASSET MANAGER Watch your language Communications planning is vital to the success of your CMMS project T The columns of the matrix are the key project’s stakeholdhe success of any change, such as implementing er groups, such as executives, operators, technicians, etc. RCM, a CMMS or lean maintenance, is continThis responds to question 1 above. Responses to question gent on how well you manage the key stakehold2 form the rows of the matrix, that is, the different vehicles ers’ expectations. In turn, expectations can be managed or methods of communication. Each matrix cell provides a only through constant, well-planned communications. This response to questions 3 to 5, if relevant. A cell is left blank if won’t guarantee success, but it increases its probability. a particular communication method (a given row) isn’t apMany large organizations have a communications deplicable to the stakeholder group (a given column). partment that’s responsible for helping other departments prepare external and internal documents. The communications department also can help Methods of communications You don’t project teams plan for an appropriate level One of the difficulties teams have is underof intra-company communication with those standing the strengths, weaknesses and applirequire a people affected by the project. communications cability of communication vehicles. Knowing However, you don’t require a communicawhich method is appropriate for which group department tions department to become effective at comat each stage in the project can make a big difto become municating. Simply preparing the communiference in getting buy-in. Here are 10 practications plan is a step in the right direction. cal tools for your communications plan. effective at Town hall meetings: This is a favorite of secommunicating. nior management because it conveys lots of inThe plan formation, in a polished and consistent fashion, A communications plan identifies the comto a large number of people. It’s not ideal for seeking feedback munications tools, the target audience, the objective and the and determining how each group perceived the message message. Because there are many perspectives to consider, Road show: This is a series of smaller town hall meetings answer questions for each stakeholder, such as, “What’s in it with a number of key managers presenting at multiple locafor me?” or, “Why should I participate/cooperate?” tions or shifts. The advantages and disadvantages are similar Although there are variations on this theme, I use a threeto those of the standard town hall meeting, with the added part communications plan for any major project. The first caution that the rumor mill might become active after the part provides the project’s core theme from the key stakefirst meeting, especially if the message appears inconsistent holder perspectives. For example, a CMMS implementation from one meeting to the next. or major upgrade evokes questions. What difference will the Video: A video conveys a clear and consistent message in a project make to the customers? To the company? To staff? professional manner. The downside is the expense, the fallout What’s required to make this project a success? if it’s done poorly, and the potential for management to be The second section outlines communication guidelines. viewed as impersonal and unapproachable. The project team should act as champions and coaches, soNewsletter, Web site or e-mail: A written message licit open and honest feedback and honor confidentiality. should accompany audiovisual tools so employees can better The third and most comprehensive part of the plan is digest the implications, especially if it’s printed in multiple a spreadsheet that summarizes what needs to be said to languages. What goes in writing must be consistent with whom, in what way and how often. The matrix should the other tools, otherwise confusion or mistrust results. answer five questions: Who are the key affected stakeSupervisory meetings: This is viewed by experts as one holders? What vehicles are available to reach each group? of the most effective means of communication. First-line How should this vehicle or method be used? What are supervisors have the highest credibility with front-line emthe differences in messaging among groups? What’s the ployees, so words and body language used in one-on-one timing and frequency? June 2008 www.PLANTSERVICES.com 21 http://www.PLANTSERVICES.com

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Plant Services - June 2008

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