by Matthew Lane, PMP, Ph.D.; Director of Client Services, Fios, Inc.
Communication. (kə-ˌmyü-nə-ˈkā-shən) (noun): a process by which information is exchanged between individuals through a common system of symbols, signs, or behavior. A technique for expressing ideas effectively (as in speech).
In January 1986, the space shuttle Challenger disaster occurred when o-rings failed during launch in unusually cold weather. In reading about this national tragedy it was clear that communication had been a myriad of straightforward warnings, twisted interpretation, pressured statements and non-communication. For most project managers the consequences of communication failure will not be so dire. But, it does illustrate how vital communication is to project success. It has been stated that project management is 95% communication. That percentage is low. All day, every day, project managers are speaking, listening, writing, reading, transmitting and interpreting non-verbal signals and probing for communication that should be there – but isn’t. This communication is occurring in formal and ad hoc face-to-face meetings, conference calls, and emails. And, all of this communicating is being filtered through each person’s uniquely focused lens built from various individual differences and life experiences. As project managers, communication is our biggest challenge but also presents a fascinating opportunity for a lifetime of learning and improvement.
Communication in electronic discovery projects occurs quickly and frequently. A project manager is communicating across to their project team, up to key supervisors, at several levels within the client organization and with several service providers. This presents a large matrix of stakeholders that requires a robust communication plan. But, sometimes it is the little things that can make a big difference. It’s a single word that is misunderstood. A question that didn’t get asked. The wrong assumption is made. What starts out as a little thing can turn into a project disaster. The ideas below are some little things that I hope provide some assistance with the broad and deep world of project communication:
• The project manager owns all communication. Observe communication between project colleagues and stakeholders. In an ongoing conversation, did they really understand each other? Did a person’s “uh-huh” mean true acceptance or “if I nod they will leave me alone”. Is the owner of the next step clearly identified? Did the email sent by person “x” seem vague? Watch for clues in body language and other non-verbal’s. A project manager must continually search and probe the environment.
• Provide feedback within 2 hours. Project managers juggle many balls during a typical day. If a complete response is not immediately possible, provide a response that lets the individual know that their phone call / email was received – “John, I am working on this issue. I’ll get back to you with a status update by end of day.” The deafening silence of no response is frustrating. A 10 second email may douse a small fire.
• Never assume that no news is good news. Just because a stakeholder has not communicated the existence of problems, it doesn’t mean that things are going well. Obtain a direct confirmation. Also, listen for what is not being communicated (that should be).
• Document and distribute important telephone and face-to-face meetings. If a conversation was held that impacts a key task, send an email back to confirm clarity and understanding. It also provides a record of discussion so that action items can be properly executed.
• Deploy the 2-email rule. Once there have been 2 responses in a back-and-forth email, stop emailing. Pull fingers from the keyboard and call the person to resolve the issue. Have a face-to-face. Creating endless emails strings is ineffective, inefficient, and creates opportunities for escalating frustration rather than resolution. If you are worried about timelines, this rule will cut hours and days from issue resolution.
Filed under Discerning e-Discovery, Home Page Featured, Uncategorized.
July 22nd, 2009 at 3:04 pm
Oh, how true! Well-written and point clearly made. I just forwarded your article to the people with whom I have spent most of the day trying communicate effectively. Despite the fact that I have followed most of your recommendations, I have obviously failed to communicate effectively so far. This is a timely reminder of other things to try and that I am not alone with this issue.