Stakeholder Engagement & Communication
Charter
Purpose:
To ensure clear, consistent, and effective communication with all stakeholders throughout the transformation process.
Scope:
Communication strategy development, stakeholder analysis, engagement planning.
Responsibilities:
Develop and execute communication plans, manage stakeholder relationships, gather and address feedback.
Key Activities:
Crafting communication messages, hosting stakeholder meetings, analyzing feedback.
Expected Outcomes:
High levels of stakeholder satisfaction, effective communication channels, constructive feedback integration.
Governance Activities:
Bi-monthly stakeholder engagement reviews to evaluate communication effectiveness and stakeholder satisfaction.
Example Objectives and Key Results (OKRs):
1. Enhance Stakeholder Understanding and Support for Transformation Initiatives
• Build stakeholder awareness and support for the transformation efforts, ensuring a shared vision and commitment
2. Improve the Effectiveness of Communication Channels
• Optimize the use and reach of communication channels to ensure that every stakeholder receives timely, relevant, and engaging information about the transformation initiatives
3. Foster a Two-way Communication and Feedback Culture
• Establish robust mechanisms for receiving and incorporating feedback from stakeholders, promoting an inclusive and responsive transformation environment
4. Ensure Timely and Transparent Communication on Project Updates and Changes
• Guarantee that stakeholders are well-informed about the progress, challenges, and changes in transformation projects, fostering trust and transparency
5. Build and Sustain Stakeholder Engagement Throughout the Transformation Journey
• Develop and maintain a high level of stakeholder engagement throughout the transformation process, ensuring that stakeholder insights and contributions are valued and utilized.
Example Key Performance Indicators (KPIs):
1. Enhance Stakeholder Understanding and Support for Transformation Initiatives
• 40% Increase the level of stakeholder awareness about the transformation goals and benefits within the next quarter
• 30% Improvement in stakeholder support scores within six months through targeted engagement strategies
2. Improve the Effectiveness of Communication Channels
• 25% higher engagement rate within the next quarter through launch of two new communication platforms tailored to different stakeholder groups
• 20% increase in stakeholder interaction rates within six months, enhancing the effectiveness of existing communication channels
3. Foster a Two-way Communication and Feedback Culture
• 50%+ of targeted stakeholders participating in an established a formal stakeholder feedback system within the first year
• 3+ significant changes implemented based on stakeholder feedback each quarter to demonstrate the value of stakeholder input
4. Ensure Timely and Transparent Communication on Project Updates and Changes
• 95% success rate in delivering scheduled project updates on time over the next six months
• 30% transparency rating increase. as reported in stakeholder surveys by providing comprehensive and understandable updates on project status and decisions
5. Build and Sustain Stakeholder Engagement Throughout the Transformation Journey
• 75% stakeholder attendance rate over the next year in monthly engagement events (e.g., virtual town halls)
• 20% Increase in active stakeholder contributions to project planning and feedback sessions within the next 12 months, demonstrating a deepened stakeholder engagement
People
Communications Manager: Oversees the development and implementation of communication strategies to various stakeholders.
Stakeholder Engagement Specialists: Focus on identifying stakeholder needs and concerns and developing strategies to engage them effectively.
Change Managers: Work closely with stakeholders to manage their expectations and address any concerns related to the transformation.
Project Managers: Ensure that project information is communicated accurately and timely to stakeholders.
Senior Leadership/Executive Sponsors: Provide visible support for the transformation initiatives and engage with high-level stakeholders.
Processes
Stakeholder Identification and Analysis: Identifying all potential stakeholders, assessing their interests, influence, and expectations to tailor engagement strategies accordingly.
Communication Planning: Developing a comprehensive communication plan that outlines the communication goals, channels, frequency, and messages tailored to different stakeholder groups.
Feedback Loops: Establishing mechanisms for collecting, analyzing, and acting on feedback from stakeholders to improve engagement and communication strategies.
Reporting and Updates: Regularly providing progress updates, achievements, and challenges to keep stakeholders informed and engaged.
Crisis Communication: Preparing and executing communication strategies for potential crises or negative developments in the transformation process.
Tools
Email and Newsletter Platforms: Tools like Mailchimp or Constant Contact for sending out regular updates, newsletters, and announcements to stakeholders.
Social Media Platforms: Utilizing platforms like LinkedIn, Twitter, and Facebook for more informal, real-time updates and engagements.
Collaboration Platforms: Platforms like Slack or Microsoft Teams enable direct communication and collaboration with internal stakeholders.
Survey Tools: Tools such as SurveyMonkey or Google Forms to collect feedback and opinions from stakeholders.
Project Management and Reporting Tools: Software like Trello, Asana, or Microsoft Project for tracking project progress and generating reports that can be shared with stakeholders.
Webinar and Virtual Meeting Platforms: Zoom, Microsoft Teams, or WebEx to host virtual town halls, Q&A sessions, and presentations for stakeholders.