A Successful Program Starts With Communication: Getting the Right Info to the Right People at the Right Time

Effective communication is the topic of best-selling books, so is it any wonder that program managers across all industries struggle with it? In fact, a survey conducted by the program Management Institute (PMI) found that 56% of program managers identified communication as the biggest challenge they face. Yet, no one, including employees, is an island - sooner or later, we all must communicate with someone at work, be it our boss, a coworker, or a client. It stands to reason, then, that communicating effectively is both the source of some of our problems and their solution.

A personal story about the power of communication in program management

You know the symptoms of poor communication when you see them. There is delay after delay, budgets are exceeded, and tempers become frayed. In my previous role as a program manager, I worked on a program that had every red flag. Sure enough, when I looked into it, I saw that communication had broken down between the program team and key stakeholders. The result? Everyone was working at cross-purposes, and more than a few people were frustrated. 

I realized that we needed to improve communication if we were going to salvage the program. So, I established regular check-ins with key stakeholders, including executives, customers, and vendors. I listened to their concerns, addressed their questions, and provided regular updates on the program's progress.

Through these efforts, we were able to build trust and establish a shared understanding of the program's goals and priorities. We also identified and addressed key issues that had been impeding progress. By improving our communication, we were able to smooth out those issues that had been stymying our efforts. We brought the program back on track, delivered it on time and within budget, and achieved our objectives.

All because we improved our communication. From this experience and my career in program management, I have learned some key points about communication that can make your own programs run much better.

Effective communication is essential for successful program management 

Many of us may struggle with communicating clearly and concisely, but if we don’t, programs can quickly become mired in confusion, miscommunication, and misunderstandings. Effective communication should be a top priority for all program managers. 

Stakeholder engagement is critical for a program’s success

Stakeholders, who may have concerns about a program, and program managers, who can address those issues, often struggle with reaching out across the “no-man’s land”: the space between them where nothing is talked about. program managers must be willing to cross into it often and directly ask stakeholders about their needs. In doing so, they will help stakeholders feel invested in the program’s success and will enjoy higher engagement.

Integrity and transparency are essential for building trust 

Program managers must be transparent about program progress, challenges, and risks. They should also be honest when things go wrong, which creates greater transparency and more respect, and work collaboratively with stakeholders to find solutions. 

Tailor communication to your audience

Different stakeholders will have different information needs and communication preferences. Just try talking to a writer, an HR professional, and an IT specialist, and you will quickly see the differences. Program managers should tailor their communication approach to each stakeholder group to ensure that they receive the information they need in a way that resonates with them. 

Communication should be ongoing and multi-directional

Effective communication is not a one-and-done task. Program managers should establish regular communication channels with stakeholders and be open to feedback and questions. Along those lines, have a solid framework for how those questions are answered, including how often and by whom.

Technology can enhance program communication

Technology can provide program managers with tools to streamline communication, track progress, and share information. However, technology, while incredibly useful, is not the be-all-end-all. Program managers should be mindful of its potential pitfalls and ensure that actual human interaction remains a priority.

 A word on Agile program management approaches

It has become increasingly apparent in recent years that there is a need for recognition of the importance of stakeholder engagement in Agile program management approaches. The Agile methodology is designed to be flexible and responsive to changing requirements, but this can only be achieved if stakeholders are actively involved in the program.

In the Agile approach, stakeholders are seen as partners in the program, with a shared responsibility for its success. Stakeholders are involved in all stages of the program, from planning and design to testing and delivery. This ensures that their needs and concerns are taken into account throughout the program's lifecycle.

By engaging stakeholders early and often, Agile program managers can reduce the risk of misunderstandings and miscommunications. They can also identify and address issues before they become major problems. This approach can help ensure that programs meet deadlines, stay within budget, and meet the satisfaction of all stakeholders.

Summing it up: 3 strategies for program managers to communicate effectively

• Establish a regular communication plan that outlines the frequency, content, and format of communication with all stakeholders. This plan should be tailored to each stakeholder group's needs and include various communication channels, such as email updates, newsletters, meetings, and program management software updates.

• Create a two-way communication flow that encourages stakeholders to provide feedback and ask questions. This can help program managers identify and address potential issues before they become more significant problems. It also makes stakeholders feel more engaged and invested in the program's success.

• Finally, communicate clearly and concisely to avoid confusion. Program managers should use simple language and avoid technical jargon whenever possible. Visual aids like diagrams or charts can help stakeholders understand complex concepts more quickly.

Remember: communication is not an exact science. Instead, it’s an art, one that takes time to master and become comfortable with. Always be receptive to ways to improve so that you and your team can click and deliver your program’s objectives on time, every time.