Communication Plan
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School
Northeastern University *
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Course
6210
Subject
Communications
Date
Feb 20, 2024
Type
docx
Pages
13
Uploaded by ChefStarNarwhal28
Communication Plan for Contact Center
Table of Contents
Communication Plan Purpose/Scope
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2
Communication Plan Execution
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3
Meeting Guidelines
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6
Presentation Guidelines
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Communication Plan for Contact Center
Report Format/Templates
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8
References
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Communication Plan Purpose/Scope
To begin, when reading the Contact Center case study this communication plan has been developed with the primary objective of ensuring efficient communication among all project stakeholders throughout its entire life cycle. The plan considers various factors,
including communication objectives, the communication tools and methods specific to each identified stakeholder, available resources, and stakeholder expectations. It incorporates essential details such as stakeholder roles, message types, communication channels, frequency, expectations, potential obstacles, mitigation strategies, priority levels, target audience, objectives, and project deliverables. These comprehensive elements are included to inform each stakeholder about the ongoing status and anticipated challenges, ultimately contributing to enhanced productivity. The overarching goal of the plan is to establish clear expectations for all stakeholders and facilitate feedback mechanisms, fostering effective communication of key messages.
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Communication Plan for Contact Center
Communication Plan Execution With that, we need to create detailed communication plan for project management serves as an important pathway to outline the specifics of how, which channels, and with what frequency relevant information will be distributed throughout the timeline of the project. The project manager will be taking the lead when it comes to overseeing all the phases from start to finish and takes responsibility of the team, which means project communication management is crucial. That is where the essential tools like the ‘communication matrix’ falls into place when conducting stakeholder analyses. Not only are they responsible for approving messages, also for sending and coordinating messages. However, since communication is a takes a significant portion for the manager, it can lead
to potential risks and overlooking deliverables. To avoid this at its best the project manager and the team collaborate and divide these task and responsibilities. Team leaders will coordinate with the team to ensure effective communication channels. Therefore, helps with keeping up with the current information, enables the identification of potential obstacles, and facilitates the implementation of risk mitigation strategies.
Successful communication plan execution hinges on several key considerations, including:
1.
Incorporating Stakeholder Feedback:
Fostering interaction with stakeholders and eliminating communication barriers through
feedback integration.
2.
Clear Meeting Purpose:
The project manager's responsibility to ensure that all participants are well-informed about the meeting's objectives and agenda.
3.
Selecting Appropriate Communication Methods
: Determining the suitable communication method based on the message and the specific context, be it fax, phone, in-person meetings, video conferences, workshops, or email, to effectively engage with all stakeholders.
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4.
Asynchronous Communication:
Using newsletters, project documents, letters, and websites to further everyone’s ability to meet future reference needs. 5.
Privacy Policy:
Rules to follow in private meetings to ensure that confidential data aren’t jeopardized, and everyone pays their
fair share and is treated with respect. 6.
Project Status Updates and Reporting:
Make sure that your department managers are providing status information and reports to project team and project sponsors, using clear status reporting. 7.
Contact with Supervisors and Team Leads
: The responsibility of the department manager to liaise with supervisors and team leads to gather status and barriers information and escalate enterprise issues to the project manager. 8.
Identifying of the Audience:
Instituting the habit of identifying the relevant target audience in every meeting according to the nature of the agenda, to send only those who need to know the data or who need to add on to it. 9.
Realistic Expectations:
Practical expectations for the support of critical outputs, in a realistic way that engages with difficulties. 10.
Frequency of Communication:
deciding on the rate at which information needs to be communicated and the frequency of updates.
11.
Risk Analysis and Prioritization:
The project manager’s responsibility in analysing and prioritising project risks based on an understanding of their potential impact and likelihood of occurrence, ensuring the mitigation efforts are well-timed.
Communication Matrix
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Communication Plan for Contact Center
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Communication Plan for Contact Center
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Meeting Guidelines Protocols before Scheduled Meetings
Videoconference & In-Person Meeting Guidelines/Protocols
1.
All meeting invitations with agendas and meeting documents will be emailed at least one week in advance.
2.
List objectives and intended outcomes for the meeting in the invitation to attendees.
3.
If information is missing, it is the attendee’s responsibility to request the missing data.
4.
Each stakeholder invited to the meeting is responsible for reviewing all agendas and meeting documents at least an hour before the meeting is scheduled.
5.
The day before the meeting
, send reminders via email and text to everyone invited, asking them to confirm whether they'll attend. This ensures we know who will be expected to participate in the meeting at least 24 hours before.
1.
Limit meetings to 45 minutes.
2.
Start and end on time.
3.
For videoconferencing All attendees must be on video and be in an environment free from distractions.
4.
When the meeting begins, Project Managers are responsible for taking attendance.
5.
The Lead Project Manager is responsible for facilitating a short 2 -5-minute check-
in/welcome activity for all attendees to participate in.
6.
Example: Send attendees to breakout rooms with partners or in small groups to debrief their day.
7.
Do not go back and review for latecomers.
8.
All attendees are responsible for capturing information at the meeting in a notebook or electronic device.
9.
If a team member agrees to complete an assigned task, they need to check their schedule to make sure they have enough time to do it. They should also put the deadline for the task in their work calendars to make sure they remember to do it and get it done on time.
10.
Project Managers are responsible for capturing the next action steps for all attendees and meeting minutes.
11.
Project Managers are responsible for uploading meeting minutes and action items to our centralized project management cloud-based system, Jira, within 24 hours of the meeting.
Presentation Guidelines Presentations are expected to be drafted by the VPs, Department Directors, and Project Managers. Please follow the guidelines to ensure your presentations are effective and engaging. 1.
Define clear objectives and determine the purpose of your presentation. 7
Communication Plan for Contact Center
2.
Reiterate the project's purpose and connect it to the broader context of the organization’s objectives. 3.
Only use our organization’s brand logos and colors. This helps us maintain consistent branding. 4.
Use one slide for each specific objective, main idea, or question. 5.
Take one minute or less to discuss the main idea, objective, or question in the slide. 6.
Highlight and clearly communicate key metrics, milestones, and progress towards goals. USE VISUALS! 7.
Be prepared to answer questions and address concerns. 8.
Practice delivering the presentation. 9.
At the end of the presentation, solicit feedback through a survey for all attendees to complete. *Ensure it gets done at least 5-7 minutes before the meeting ends.
Report Format/Templates
We chose the following report and meeting templates because they're easy to understand and include all the essential elements of the project: goals, budget, schedule, progress, risks, and what we need to deliver. It helps project managers and stakeholders quickly see 8
Communication Plan for Contact Center
what's happening and make decisions based on the report's information. It gives everyone a clear picture of how the project is progressing.
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References
Beal, L. (n.d.). PJM6210 Week 3 Comms Plan.pdf
. https://northeastern.instructure.com/courses/164837/files/25213255?
module_item_id=9854584
Free Team Meeting Templates | Smartsheet
. (n.d.). Www.smartsheet.com. https://www.smartsheet.com/content/team-meeting-templates
Gray, C. F., & Larson, E. W. (2021). Project management: the managerial process
(8th ed.). McGraw-Hill Education.
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Meredith, J. R., Shafer, S. M., & Mantel, S. J. (2017). Project management in practice
. Wiley.
Project Management Institute Project Management Institute. (2021). A Guide to the Project Management Body of Knowledge (PMBOK® Guide) – Seventh Edition and The Standard for Project Management (ARABIC)
. Project Management Institute.
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Communication Plan for Contact Center