Project. Communication Plan

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Project

Communication Plan

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WSU SIS Project—Communication Plan Page 2 of 11 Created June 2010

Zzusis Executive Brief

The goal of the Washington State University zzusis Project communication plan is to provide accurate and timely communication via a variety of methods to all necessary groups and individuals. This includes providing information on the project objectives, project status and timeline, with an emphasis to achieved project milestones. The overriding goal is to provide all levels of stakeholders from WSU executive leadership to system end-users with an understanding of the project plan, implementation schedule and communicate new functionality that the new zzusis system will provide as well as to support positive change management in the entire WSU community to include all faculty, staff and students.

Effective strategic project communication will play a fundamental role in the overall success of the zzusis project. The goal is for both internal and external WSU stakeholders to understand the reasons and needs for the zzusis project and have an opportunity to have their issues and concerns effectively addressed. Informed stakeholders are more willing to support the project and contribute to a successful outcome.

This Communication Plan will address:  the various stakeholder audiences

 the various mechanisms, schedules and frequency for communicating with them

 the messages that are required to support the various stakeholders’ roles for the successful completion of the project

This plan details a communication framework from which strategic messaging will be distributed within and between the university executive leadership, project steering committee, project core team, end-users and WSU campus community.

The vital aspects of communication planning ensure that the appropriate individuals deliver the defined message, via the appropriate communication channel, to the designated target audience in a timely and efficient manner.

Terms:

 Appropriate individuals include the project executive sponsor, specific university executive leadership and designated members of the project steering committee.

 Defined message is project information that will inform various stakeholders as the project moves forward.

 Appropriate communication channel is the most effective medium to convey information – including, but not limited to, project open forums, meetings, websites, electronic newsletters and e-mail—whichever is needed for efficient message distribution.

 Target audience is the individual(s) or group intended to receive specific project messages or updates.

 Message timing is when the communication item(s) can be of optimal value and support the goal of the overall project.

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Stakeholder Audiences and Communication Goals

The following stakeholder audiences will be addressed in this plan. The communication goals will vary depending on the stakeholder audience and the information that is distributed to each respective audience. To ensure that each stakeholder audience is properly updated communication owner(s) have been assigned to each group. The communication owner(s) objective is to meet each communication goal with efficiency.

The communication plan goals as associated with each stakeholder audience are outlined in the table below:

Stakeholders Communication Objectives Impact to Stakeholders

Frequency Communication Owner

WSU Board of Regents

-Communicate project goal, objectives, timelines etc.

-Inform on project milestones

High Quarterly and as requested Provost, Executive Sponsor University Executive Leadership

High Monthly and as

requested

Executive Committee

SIS Policy Committee

High Monthly and as requested Executive Sponsor, Committee Chair, AVP SIS Steering Committee

-Communicate progress, provide recommendations for major project decisions, policy decisions and any request for changes

High Weekly and as

requested Executive Sponsor, Steering Committee Chair, AVP Provosts Council -College Deans

-Communicate progress, goals and benefits -Specific project needs from their

respective areas

High Monthly and as needed Executive Sponsor, Steering Committee Communications Lead Associate Deans/Graduate Coordinators

respective areas

High Monthly and as

needed Executive Sponsor, Steering Committee Communications Lead Academic Department Heads

respective areas

High Monthly and as needed College Deans, Steering Committee Chair, Steering Committee Communication Lead

Urban Campuses -Communicate progress, goals and benefits -Specific project needs from their

respective areas

High Monthly and as

needed Executive Sponsor, Steering Committee Chair, Steering Committee Communication Lead Project Team Leadership

-Project overview, roles and responsibilities -Project objectives, teams, work plan and flow

-Communicate consistent message to stakeholders and staff

High Weekly AVP/Project Director, Director UISS, IS Communications Director

ITS Staff -Project overview, roles and responsibilities -Project objectives, teams, work plan and flow

-Develop process standards, workflow for both technical staff and non-technical staff

High Weekly and as

needed Executive Sponsor, AVP/Project Director, Director UISS, IS Communication Director

Project Staff -Project overview, roles and responsibilities -Project objectives, teams, work plan and flow

High Weekly AVP/Project Director, Director UISS, Steering Committee Chair, Steering Committee Communication Lead, IS Communication

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Director

Faculty Senate -Communicate progress, goals and benefits -Specific project needs from their

respective areas

High Monthly Executive Sponsor, Steering Committee

Communication Lead

Faculty at large -Communicate progress, goals and benefits -Specific project needs from their

respective areas High Monthly or as requested Executive Sponsor, Steering Committee Chair, Steering Committee Communication Lead

ASWSU -Communicate progress, goals and benefits -Inform on project milestones

High Monthly Executive Sponsor, Steering Committee Chair, Steering Committee Communication Lead, IS Communication Director

GPSA -Communicate progress, goals and benefits -Inform on project milestones

High Monthly Executive Sponsor, Steering Committee Chair, Steering Committee Communication Lead, IS Communication Director

Students at large -Communicate progress, goals and benefits -Inform on project milestones

High Monthly Executive Sponsor, Steering Committee Chair, Steering Committee Communication Lead, IS Communication Director Project Communications Committee

-Communicate progress, goals and benefits -Inform on project milestones

-Assist on evaluating effectiveness of communication messaging and

disseminating project communication to specific units

High 2x/Month IS Communication Director, Steering Committee Chair, Steering Committee Communication Lead, AVP/Project Director

Communication Plan and Individual Roles

WSU President Elson Floyd

Provost Warwick Bayly

Executive Sponsor, VP of Information Services & CIO Viji Murali

WSU Project Manager Mark DeMaio

Technical Project Director Mike Corwin

Director UISS Jim Freyman

Steering Committee Chair Tori Byington

Steering Committee Communication Lead Ken Vreeland Information Services Communication Director Casey Hanson

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zzusis Project Communication Plan Success Factors

 Executive Sponsor(s) show regular and consistent support through various communication

channels.

 All communication must be consistent, concise and timely.

 Communication process should provide feedback opportunities for all stakeholders.  Communication should highlight the project benefits and features to end-users.  Messaging should emphasize the critical need of the system replacement plan.

 The communication plan is to be reviewed and updated as needed during the project.

Communication Methods

Project communication will be disseminated through various mediums. Open forums, meetings, email, website, FAQs, electronic project newsletters and direct face to face communication will be used as appropriate. Audience Open Forums Meetings Project Newsletter Website SharePoint-Project Team Project List Serve Training President’s Senior Staff     Campus Leadership     SIS Steering Committee      Project Team Members        ITS Staff       Super End-Users       End Users Campus at large      Project Communication Committee      University Community (faculty, staff, students)     Open Forums

Open forums will be held monthly or as needed for the University community throughout the duration of the project. Forums will provide an overview of the project status to date and an opportunity for attendees to ask questions.

Open forums will be held under the direction of and facilitated by the Executive Sponsor, AVP and Steering Committee Chair.

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Meetings

Meetings with specific stakeholder audiences will be held on an as needed basis to discuss relevant project issues, including successes, challenges and milestones that have been met. Depending on the stakeholder group the meetings will be scheduled and facilitated by the

appropriate individuals including the Executive Sponsor, AVP, Director UISS, Steering Committee Chair or IS Communications Director.

Project Electronic Newsletter

An electronic newsletter consisting of relevant project news will be created by the IS

Communication Team. The electronic newsletter will be distributed with a frequency of 4-6 weeks and at times will be driven by the project timeline or milestones as they are achieved. Content of the electronic newsletter will include:

 Project Status

 Letter/Note from the Executive Sponsor/AVP/Director UISS or appropriate project individual

 Features and benefits of the new system  FAQs

 Project team member profiles  Appropriate project topics Website

The project website will serve as a reference site for general project information, with links to Project Newsletters, WSU Today and Announcements briefs, Open Forums, FAQs, project calendars, etc. The website will be evolutionary in nature, growing as the project grows and building upon itself over the course of the project. The website will be updated as needed ranging from daily to monthly depending on the level of project activity.

Project Team SharePoint Site

A SharePoint site will be constructed to serve as a central repository that will organize and house ongoing project documentation. The SharePoint site is accessible to project team members. Project List Serve

A project list serve will be created to provide ‘breaking news’ announcements to the Project Team Members, ITS Staff, Super End-Users and End-Users at large. The list serve will be created with the listed membership and can grow as deemed appropriate by the Project Team.

Training

When the project reaches the training phase appropriate communication content as to the training intent, purpose, timing and target participants will be developed. Training information and print material to be distributed as a take-away resource for end-users will be developed in conjunction with the vendor training team. This information will be updated as needed throughout the implementation process and individual go-live dates.

FAQs

A “Frequently Asked Questions” list will be created and prepared for inclusion on the project website and will be updated as necessary.

Project Related Inquiries

Individuals seeking additional project information may contact:

Mariah Luft, Assistant to the Vice President for Information Services and CIO

[email protected]

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Activity/Milestone – Specific Communications

Communication content will generally be created, drafted and updated to synchronize with major project activities and milestones. These project activities and milestones will be driven by the overall project timeline. The regular, on-going project implementation timeline and milestones will be the mechanism for new and updated communication content.

Existing milestones that will be used to drive communication content development include:  Project Awareness Campaign: A broad communications campaign is needed to heighten

awareness of this project to include promoting the benefits and features of the new system, targeting managers and specific groups that will be participating on the leading edge of the project.

Creation and Approval of Communication Content

The Project Team Leadership and Team Members will provide various information and content to be used in creating project messaging for print and online communication material. Communication material will be created and drafted by the Information Services Communication Team and then reviewed and approved by the appropriate project team leadership members with final approval by the Executive Sponsor for communications regarding organizational policy or change of existing policy.

Communication Calendar

The Communication Calendar is a combination of the project timeline, activities and milestones. Communication activity dates will be based on the project timeline and work plan. The current communication calendar will be available on the project website and will be updated as appropriate throughout the project. See Appendix B for the draft sample of the Communication Calendar.

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Roles and Responsibilities

Specific communication roles and responsibilities for individuals and groups are outlined below: Executive Sponsor – Viji Murali

 Provide guidance and direction at the executive leadership level for the global communication plan

 Provide information, direction and approval as needed for communication regarding organizational policy or changes of existing policy

Executive Committee

 Provide guidance and direction as appropriate Steering Committee Chair – Tori Byington

 Communicate under the direction of the Executive Sponsor and assist in communication efforts for ASWSU, ASWSUV, ASWSUTC, ASWSUS, GPSA and students at large

 Assist in the preparation and review of content based on information from the Executive Sponsor and Executive Committee

 Attend and participate as needed in communication activities including Open Forums and meetings with specific stakeholder audiences

Steering Committee

 Provide content for communication material (articles, website, newsletters, etc.)

 Keep current on communication messaging and reviewing as needed content material for accuracy

 Support communication messages when interacting with all campus community members  Report communication issues to the Project Director and/or IS Communications Director Steering Committee Communication Lead – Ken Vreeland

 Communicates under the direction of the Executive Sponsor and leads communication efforts for Provost’s Council, Faculty Senate, Academic Deans, Academic Department Heads, Branch Campuses, Faculty at large, ASWSU, ASWSUS, ASWSUTC, ASWSUV, GPSA and students at large  Assist in the preparation and review of content based on information from the Executive Sponsor

and Executive Steering Committee

 Attend and participate as needed in communication activities including Open Forums and meetings with specific stakeholder audiences

IS Communication Director – Casey Hanson  Maintain and execute the Communication Plan

 Prepare content based on information received from project leadership and teams

 Point of contact for media to coordinate media interviews and related schedules for project leadership and teams

 Obtain approvals for content and distributes material as needed

 Direct the daily work of the part-time student communication position

Part-time position responsible for: drafting and editing content; maintaining and updating the project website; developing and producing the electronic newsletter and other communication related duties as assigned

Project Leadership and Team Members

 Provide content for communication material (articles, website, newsletters, etc.)

 Keep current on communication messaging and reviewing as needed content material for accuracy

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Guidelines for the Unexpected

Unexpected communications should be used rarely, if needed, to dispel any crisis and to take advantage of opportunities. Should this situation arise the response must meet one of the following criteria: 1. Any situation which severely lessens the validity or progress of the project.

2. Any situation which requires a response within 24-48 hours to prevent it a full-blown crisis situation.

The following steps can guide anyone that encounters such a situation: 1. Identify the facts that are readily available.

2. Document the issue and key individuals as soon as possible.

3. Determine the appropriate steps to be taken in consultation with the Project AVP and Project Director and if needed the Executive Sponsor.

Plan Evaluation and Updates

The Executive Sponsor, AVP, Steering Committee Chair, Steering Committee Communication Lead and IS Communications Director will evaluate, monthly or as needed, how well the communication strategy and actions are informing the project stakeholders with timely and appropriate messaging. The

communication strategy will be re-evaluated and updated on an as needed basis.

Document Control and History

A SharePoint site will be created to maintain and provide document control and history for communication content that is developed during the project.

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APPENDIX A – Sample Communications Calendar

Month Date Activity Notes

January 2010

February 2010 3-19 Vendor Presentations

March 2010 April 2010

May 2010 Monday, 10th_afternoon _{Open Forum} Monday, 17th

afternoon Open Forum

June 2010 July 2010

August 2010 Tuesday, 10th morning Open Forum

September 2010 Tuesday, 28th

@ 10 am Open Forum

TBD Executive Sponsor meet with ASWSU Leadership

October 2010 Wednesday, 20th

@ 2 pm Open Forum New Portal Naming Contest

ASWSU partners w/ITS ASWSU posted ads in Evergreen

November 2010 Tuesday, 30th

@ 10 am Open Forum New Portal Naming Contest

December 2010 New Portal Naming Contest

Contest closed 120310

January 2011 TBD Open Forum

After Jan 10 Announce New Portal Name via student naming contest

ASWSU partners w/ITS

Start after Jan 10 New Portal communication

February 2011 TBD Open Forum Throughout Month New Portal

Communication

March 2011 TBD Open Forum

April 2011 May 2011 June 2011 July 2011 August 2011 September 2011 October 2011 November 2011 December 2011 January 2012 February 2012 March 2012 April 2012 May 2012 June 2012 July 2012 August 2012 September 2012 October 2012

Project. Communication Plan

Project

Communication Plan

Table of Contents

Zzusis Executive Brief

Stakeholder Audiences and Communication Goals

Communication Plan and Individual Roles

zzusis Project Communication Plan Success Factors

Communication Methods

Activity/Milestone – Specific Communications

Creation and Approval of Communication Content

Communication Calendar

Roles and Responsibilities

Guidelines for the Unexpected

Plan Evaluation and Updates

Document Control and History

APPENDIX A – Sample Communications Calendar