{"id":16544,"date":"2019-01-28T16:50:09","date_gmt":"2019-01-28T05:50:09","guid":{"rendered":"https:\/\/creately.com\/blog\/?p=16544"},"modified":"2024-12-20T20:11:47","modified_gmt":"2024-12-20T09:11:47","slug":"client-communication-strategy","status":"publish","type":"post","link":"https:\/\/creately.com\/blog\/diagrams\/client-communication-strategy\/","title":{"rendered":"How Mapping Your Client Communication Can Radically Improve Project Clarity"},"content":{"rendered":"<div id=\"bsf_rt_marker\"><\/div>\n<p>Ask any\nexperienced project manager and they\u2019ll all say the same thing:<\/p>\n\n\n\n<p>Communication is\nthe foundation of successful projects.<\/p>\n\n\n\n<p>It doesn\u2019t matter\nwhether you\u2019re building a house or designing a website, strong communication is\ncrucial for on-time, under-budget project delivery.<\/p>\n\n\n\n<p>One way to improve this facet of project management is to map out your communication plan. By identifying key stakeholders and their requirements, you&#8217;ll be able to anticipate their needs much better.<\/p>\n\n\n\n<p>The result?\nHappier clients and more productive teams.<\/p>\n\n\n\n<p>But creating a\nclient communication plan isn\u2019t easy. You have to factor in the habits of\nmultiple stakeholders and outline all their requirements. I\u2019ll show you how to\nmap out this plan below.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Understanding\nClient Communication Plans<\/h3>\n\n\n\n<p>Have you ever\nworked on a project where clients constantly complained about being left in the\ndark?<\/p>\n\n\n\n<p>Conversely, have\nyou ever experienced project delays because you couldn\u2019t get a hold of the\nclient to sign-off on a key deliverable?<\/p>\n\n\n\n<p>I\u2019m sure you\nhave.<\/p>\n\n\n\n<p>Client\ncommunication is complex. The bigger the project, the more \u201clayers\u201d of\ndecision-making you have to wade through. Figuring out what, when, how and how\nmuch every stakeholder should know can get messy very quickly.<\/p>\n\n\n\n<p>This is where\nclient communication plans help.<\/p>\n\n\n\n<p>As the name\nimplies, the client communication plan is a document that outlines the specific\nprocesses and strategies for <a href=\"https:\/\/creately.com\/blog\/effective-presentation-tips\/\">effective communication<\/a> with clients on a\nproject. <\/p>\n\n\n\n<p>A well-formed\nplan tells you:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Who are the key stakeholders on a<br>project (both internal and external) <\/li>\n\n\n\n<li>What to communicate to each<br>stakeholder, as well as their habits and preferences<\/li>\n\n\n\n<li>When and how often to communicate<br>with each stakeholder<\/li>\n<\/ul>\n\n\n\n<p>For example, you\nmight have a project with different stakeholders at different stages. As you\nprogress through each stage, you want to keep earlier stakeholders updated with\nthe project\u2019s progress.<\/p>\n\n\n\n<p>However, you\ndon\u2019t want to give all stakeholders the same information. Earlier stakeholders\nneed to be cued in only about the overall progress, while those for the current\nstage need detailed status reports.<\/p>\n\n\n\n<p>A client communication plan will help you map this in an easy to follow, visual manner.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><a href=\"https:\/\/creately.com\/creately-start?tempID=jpxta5511\" target=\"_blank\" rel=\"noreferrer noopener\"><img loading=\"lazy\" decoding=\"async\" width=\"755\" height=\"750\" src=\"https:\/\/d3n817fwly711g.cloudfront.net\/uploads\/2019\/01\/Communication-plan-map.png\" alt=\"Communication plan map\" class=\"wp-image-16561\" srcset=\"https:\/\/d3n817fwly711g.cloudfront.net\/uploads\/2019\/01\/Communication-plan-map.png 755w, https:\/\/d3n817fwly711g.cloudfront.net\/uploads\/2019\/01\/Communication-plan-map-150x150.png 150w, https:\/\/d3n817fwly711g.cloudfront.net\/uploads\/2019\/01\/Communication-plan-map-300x298.png 300w, https:\/\/d3n817fwly711g.cloudfront.net\/uploads\/2019\/01\/Communication-plan-map-80x80.png 80w\" sizes=\"auto, (max-width: 755px) 100vw, 755px\" \/><\/a><figcaption class=\"wp-element-caption\"><a href=\"https:\/\/creately.com\/diagram\/example\/jpxta5511\/Communication+Plan+Map\" target=\"_blank\" rel=\"noreferrer noopener\" aria-label=\"Communication Plan Map (opens in a new tab)\">Communication Plan Map<\/a> (Click on the template to edit it online) <\/figcaption><\/figure>\n\n\n\n<p>Ideally, you want\ncommunication plans at three separate levels:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Organization-wide plans<\/strong> which dictate the<br>rules for all client-facing communication across the entire organization. For<br>instance, you might have clear protocols about including email signatures or<br>mentioning specific Twitter\/Skype handles in all outgoing emails. <\/li>\n\n\n\n<li><strong>Project-specific plans<\/strong> which dictate the<br>communication rules for a specific project once the <a href=\"https:\/\/www.workamajig.com\/blog\/project-proposal\">project proposal<\/a> is approved. This is a subset of the<br>organization-wide plan with changes made for a project\u2019s particular<br>requirements.<\/li>\n\n\n\n<li><strong>Stakeholder-specific plans <\/strong>which dictate the<br>communication rules for a specific stakeholder. These spring from the<br>project-specific plan but are modified to fit a stakeholder\u2019s requirements.<\/li>\n<\/ul>\n\n\n\n<p>Your goal should\nbe to go from broad to highly specific. Your organization-wide plan might prioritize\nSkype for audio chats and Join.me for video calls. Your stakeholder-specific\nplan will include the exact Skype handles and Join.me URLs for communicating\nwith a particular stakeholder.<\/p>\n\n\n\n<p>The big question\nnow is: how can you <a href=\"https:\/\/creately.com\/blog\/diagrams\/visual-communication-benefits\/\">visually map your communication<\/a> plans?<\/p>\n\n\n\n<p>I\u2019ll answer this\nquestion below.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">How\nto Map Your Client Communication Plans<\/h3>\n\n\n\n<p>Client\ncommunication plans are all about the details. A good plan specifies exactly\nwhat, when, and how each stakeholder should know.<\/p>\n\n\n\n<p>Since so much of\nthis plan revolves around stakeholders, identifying them should be your first\nresponsibility as well.<\/p>\n\n\n\n<p>Here\u2019s how to go\nabout it:<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">1.\nIdentify key stakeholders and their hierarchy<\/h4>\n\n\n\n<p>Anyone who is\ninterested in the outcome of a project can be termed as a &#8216;stakeholder&#8217;. This\nincludes a whole range of people with varying degrees of involvement or\ninterest in the project. A client who directly authorized the project is a\nstakeholder, as is a journalist who wants to write about it.<\/p>\n\n\n\n<p>Broadly speaking,\nstakeholders can fall into three categories:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong><a href=\"https:\/\/creately.com\/diagram\/example\/if4qqx621\/Internal%20and%20External%20Stakeholders%20in%20a%20cafe%20\">Internal stakeholders<\/a>:<\/strong> People within your organization who want to see the project completed successfully. This includes the project team, account managers, and top management.<\/li>\n\n\n\n<li><strong>External stakeholders:<\/strong> People on the client&#8217;s side who have an interest in the project. This includes your primary contact, the project&#8217;s key sponsor, and anyone on the management side who needs to know about the project.<\/li>\n\n\n\n<li><strong>Third-party stakeholders<\/strong>: Non-client, non-internal stakeholders who still need to be updated about the project. This includes evangelists, influencers, journalists, and investors who need to know about a project&#8217;s status.<\/li>\n<\/ul>\n\n\n\n<p>You can map these visually as follows:<\/p>\n\n\n\n<figure class=\"wp-block-image\"><a href=\"https:\/\/creately.com\/creately-start?tempID=jpxyt6fw1\" target=\"_blank\" rel=\"noreferrer noopener\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"439\" src=\"https:\/\/d3n817fwly711g.cloudfront.net\/uploads\/2019\/01\/Organizational-structure-chart-1024x439.png\" alt=\"Organizational structure chart\" class=\"wp-image-16560\" srcset=\"https:\/\/d3n817fwly711g.cloudfront.net\/uploads\/2019\/01\/Organizational-structure-chart-1024x439.png 1024w, https:\/\/d3n817fwly711g.cloudfront.net\/uploads\/2019\/01\/Organizational-structure-chart-300x129.png 300w, https:\/\/d3n817fwly711g.cloudfront.net\/uploads\/2019\/01\/Organizational-structure-chart.png 1410w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><figcaption class=\"wp-element-caption\"><a rel=\"noreferrer noopener\" aria-label=\"Organizational structure chart  (opens in a new tab)\" href=\"https:\/\/creately.com\/diagram\/example\/jpxyt6fw1\/Organizational+structure+chart\" target=\"_blank\">Organizational Structure Chart <\/a>(Click on the template to edit it online)<\/figcaption><\/figure>\n\n\n\n<p>A typical project will have several stakeholders across all three categories. At the very least, you&#8217;ll have the client&#8217;s liaison, key sponsors, and your own internal management to take care of. Larger projects will invariably have a long <a href=\"https:\/\/shanebarker.com\/blog\/influencer-marketing-agencies\/\">list of journalists and influencers<\/a> to keep in touch with.<\/p>\n\n\n\n<p>However, not all\nof these stakeholders are equally important as far as communication is\nconcerned. You might want to email your immediate boss every two days about the\nproject&#8217;s progress. But you can&#8217;t adopt the same schedule to keep your\ncompany&#8217;s C-level execs in the loop.<\/p>\n\n\n\n<p>Therefore, you\nalso need to understand your stakeholders&#8217; priority. <\/p>\n\n\n\n<p>To do this, you\nneed to figure out the following:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Influence: <\/strong>How much influence does this<br>stakeholder wield in a) the organization, and b) the project&#8217;s outcome? A CMO<br>on the client&#8217;s side might have limited interest but has the authority to halt<br>funding if the project isn&#8217;t progressing fast enough.<\/li>\n\n\n\n<li><strong>Interest:<\/strong> How interested is the stakeholder in<br>this project? A CMO who authorized a project might be marginally interested in<br>it. But the marketing manager who originally came up with the idea would have<br>extensive interest in the project&#8217;s success.<\/li>\n<\/ul>\n\n\n\n<p>Try to score each\nstakeholder&#8217;s influence and interest on a scale of 1-5 (5 being the highest).\nThe higher the score, the more important the stakeholder will be for successful\nproject communication.<\/p>\n\n\n\n<p>Armed with\nscores, you can further segregate your stakeholders as <em>primary<\/em>, <em>secondary<\/em>, and <em>tertiary<\/em> stakeholders. <\/p>\n\n\n\n<p>For example, you might have a list of stakeholders as follows:<\/p>\n\n\n\n<figure class=\"wp-block-image\"><a href=\"https:\/\/creately.com\/creately-start?tempID=jpxz2qsj1\" target=\"_blank\" rel=\"noreferrer noopener\"><img loading=\"lazy\" decoding=\"async\" width=\"924\" height=\"635\" src=\"https:\/\/d3n817fwly711g.cloudfront.net\/uploads\/2019\/01\/Stakeholder-Hierarchy.png\" alt=\"Stakeholder hierarchy \" class=\"wp-image-16559\" srcset=\"https:\/\/d3n817fwly711g.cloudfront.net\/uploads\/2019\/01\/Stakeholder-Hierarchy.png 924w, https:\/\/d3n817fwly711g.cloudfront.net\/uploads\/2019\/01\/Stakeholder-Hierarchy-300x206.png 300w\" sizes=\"auto, (max-width: 924px) 100vw, 924px\" \/><\/a><figcaption class=\"wp-element-caption\"><a rel=\"noreferrer noopener\" aria-label=\"stakeholder hierarchy (opens in a new tab)\" href=\"https:\/\/creately.com\/diagram\/example\/jpxz2qsj1\/Stakeholder+Hierarchy\" target=\"_blank\">Stakeholder Hierarchy<\/a> (Click on the template to edit it online)<\/figcaption><\/figure>\n\n\n\n<p>As per this map,\nyou have to focus your communication primarily on the first row of\nstakeholders. As you go down the hierarchy, your communication frequency and\nlength will decrease. You\u2019ll want to email the account manager daily, but the\nVP of Client Services only needs to be notified once in two weeks about the\nproject\u2019s progress.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">2.\nMap individual stakeholder requirements<\/h4>\n\n\n\n<p>Mapping\nstakeholder hierarchy helps you visualize your communication priority.<\/p>\n\n\n\n<p>What it doesn\u2019t\ntell you is the specific communication rules for each of those stakeholders.\nThis includes, but isn\u2019t limited to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Contact details, including phone<br>numbers, Skype handles, and email addresses.<\/li>\n\n\n\n<li>Communication preferences, i.e.<br>how each stakeholder likes to be contacted.<\/li>\n\n\n\n<li>Deliverables to include in each<br>communication (i.e. project status report, weekly check-in, etc.)<\/li>\n\n\n\n<li>Communication timeline, i.e. when<br>to start sending out communication.<\/li>\n\n\n\n<li>Communication frequency (daily,<br>weekly, monthly, etc.)<\/li>\n<\/ul>\n\n\n\n<p>To solve this problem, you can create simple \u201cclient profiles\u201d that list their contact details and communication preferences. Think of it as a <a href=\"https:\/\/creately.com\/diagram\/example\/jr0i3fcw1\/User+Persona+Template+for+User+Research+\" target=\"_blank\" rel=\"noreferrer noopener\" aria-label=\"customer persona (opens in a new tab)\">customer persona<\/a>, but with fewer details.<\/p>\n\n\n\n<p>For example, you can have something like this:<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"388\" height=\"230\" src=\"https:\/\/d3n817fwly711g.cloudfront.net\/uploads\/2019\/01\/Client-Profile.png\" alt=\"\" class=\"wp-image-16551\" srcset=\"https:\/\/d3n817fwly711g.cloudfront.net\/uploads\/2019\/01\/Client-Profile.png 388w, https:\/\/d3n817fwly711g.cloudfront.net\/uploads\/2019\/01\/Client-Profile-300x178.png 300w\" sizes=\"auto, (max-width: 388px) 100vw, 388px\" \/><\/figure>\n\n\n\n<p>For the rest &#8211; communication frequency, timeline, etc. &#8211; a much better way to represent your data is to visualize it as a Gantt chart. Use Creately <a href=\"https:\/\/creately.com\/lp\/gantt-chart-maker-online\/\">Gantt Chart Maker<\/a> to create your gantt chart.<\/p>\n\n\n\n<p>This Gantt chart can show the start\/end dates for different communication types (daily check-ins, weekly check-ins, monthly status reports, etc.) for each stakeholder visually. You would know at a glance what kind of messages to send to each stakeholder.<\/p>\n\n\n\n<p>Here\u2019s an example created in <a href=\"https:\/\/creately.com\/plans\/\">Creately<\/a>:<\/p>\n\n\n\n<figure class=\"wp-block-image\"><a href=\"https:\/\/creately.com\/creately-start?tempID=jq3gb1mv1\" target=\"_blank\" rel=\"noreferrer noopener\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"594\" src=\"https:\/\/d3n817fwly711g.cloudfront.net\/uploads\/2019\/01\/Communication-Schedule-Gantt-Chart-1024x594.png\" alt=\"Communication Schedule Gantt Chart for Client Communication\" class=\"wp-image-16558\" srcset=\"https:\/\/d3n817fwly711g.cloudfront.net\/uploads\/2019\/01\/Communication-Schedule-Gantt-Chart-1024x594.png 1024w, https:\/\/d3n817fwly711g.cloudfront.net\/uploads\/2019\/01\/Communication-Schedule-Gantt-Chart-300x174.png 300w, https:\/\/d3n817fwly711g.cloudfront.net\/uploads\/2019\/01\/Communication-Schedule-Gantt-Chart.png 1035w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><figcaption class=\"wp-element-caption\"><a href=\"https:\/\/creately.com\/diagram\/example\/jq3gb1mv1\/Communication+Schedule+Gantt+Chart\" target=\"_blank\" rel=\"noreferrer noopener\" aria-label=\"Communication Schedule Gantt Chart (opens in a new tab)\">Communication Schedule Gantt Chart<\/a> (Click on the template to edit it online) <\/figcaption><\/figure>\n\n\n\n<p>Here, the\n\u2018Account Manager\u2019 would receive daily check-in emails for the entire duration\nof the project. In contrast, the \u2018AVP of Marketing\u2019 would receive only a\nmonthly status report.<\/p>\n\n\n\n<p>This is a great\nway to visually map your client communication plan. Combined with the\nstakeholder hierarchy you mapped earlier, it will show anyone on your team when\nand what kind of messages to send.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Over\nto You<\/h3>\n\n\n\n<p>Client\ncommunication is crucial for successful projects. But far too often,\ncommunication plans get mired in unnecessary details and inaccessible fluff. <\/p>\n\n\n\n<p>What you need is\na quick and visual way to map hierarchies and communication timelines. As the\nabove examples show, a visualization tool like Creately can make this process\nso much easier.<\/p>\n\n\n\n<p>Try using these\nvisual maps in your next project. You\u2019ll be surprised at the clarity it brings\nto your communication.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p><strong><em>Author Bio<\/em><\/strong><\/p>\n\n\n\n<p><em>Jeff Sullivan is a marketing manager at <\/em><a href=\"https:\/\/www.workamajig.com\"><em>Workamajig <\/em><\/a><em>where he helps creative firms manage their businesses better. When not geeking out over the latest in social and SEM, he can be found plucking his guitar and fiddling &#8211; hopelessly &#8211; with the piano.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Ask any experienced project manager and they\u2019ll all say the same thing: Communication is the foundation of successful projects. It doesn\u2019t matter whether you\u2019re building a house or designing a website, strong communication is crucial for on-time, under-budget project delivery&#8230;.<span class=\"continue-reading\"> <a href=\"https:\/\/creately.com\/blog\/diagrams\/client-communication-strategy\/\">Read More<\/a><\/span><\/p>\n","protected":false},"author":16,"featured_media":16556,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6],"tags":[1133,1135,1134,1136],"class_list":["post-16544","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-diagrams","tag-client-communication","tag-client-communication-plan","tag-client-communication-strategy","tag-client-communication-tips"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How to Create an Effective Client Communication Plan | 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