Communications Framework

Most of the implementation work surrounding a cross functional team is governance. A proposed structure for governance was delivered in the form of a flow chart. However, the flow chart states higher-level direction and not the actual “how-to” of the processes. That function lies mostly in the manner and fashion of communication with all stakeholders associated with each team.

The below guideline starts to flesh out the communication channels needed to ensure that the governance and work flow is inclusive, collaborative, cooperative, and agreed upon by each team for their own use as well as the other teams.

This document is a Communication Framework for each cross functional team. This framework needs to include the following items but should be determined, completed, and elaborated on by each team. This framework is based on the proposed management work flow chart referenced in the first paragraph.

Each team will need to answer the following question for each document path.

Who needs to know what, when, how often, by whom, and via what media?

• Who: the recipient of the information
• What: the content
  • Content provided by whom? See Responsible-Accountable-Consulted-Informed (RACI) Chart below
• When: timeline
• How Often: monthly or weekly or every other Thursday, etc.
• By Whom: functional manager, team lead, sponsor, etc.
• Media: email, formal memo (paper), Wiki, list serv, etc.

An example would be:

Or use the following example:

Team to Team communication plan

Who needs to know what, when, how often, by whom, and via what media?

Team-to-Team members

• Technical outlines – Leader (R), Team (RA), Manager (I), HelpDesk (I)
• All technical outlines of our service will be created by the team primarily for the Team’s sake. These outlines will make up the overview of the XYZ service technical environment. They will be generated in the beginning and updated with any major changes to the environment but contain:
  • Ip Address
  • Machine type, serial number, etc.
  • Data flow
  • Special rights requirements
  • Out of the ordinary configurations
• Environment reviews of the documents to the environment will take place twice yearly by the technical staff. All documents will be stored in R:\XYZ System\tech docs\

Try to have at least the examples above and more if you communicate with other groups such as Accessibility, OR/DR, Security, etc.

The following associated RACI chart may be used to help identify communication needs. The PMO office can assist in developing this.

Responsible Accountable Consulted Informed (RACI) Chart

• Responsible - Those who perform the work to achieve the task. There can be multiple resources responsible.
• Accountable - (Also Approver) The resource ultimately answerable for the correct and thorough completion of the task. There must be only one accountable person specified for each task.
• Consulted - Those whose opinions are sought. Two-way communication.
• Informed - Those who are kept up-to-date on progress. One-way communication.

Example:

Example communication paths could include:

• One X-functional to another X-functional team
• Team-to-Team members
  • Ex: What items
    • Technical outlines – Leader (R), Team (RA), Manager (I), HelpDesk (I)
    • Technical documents
    • Sign off documents
    • Emergency phone numbers
    • Technical Issues Log
    • Process Issues Log
• Team to Team-Leaders
  • Direction needs
  • Situation status
  • Requests for technology, funding, maintenance
• Team-Leaders to Team
• Team to Managers
• Team-Leaders to Managers
  • Expectations
  • Communication
• Manager to Team-Leaders
• Manager to Team
• Help Desk to Team
• Team to Help Desk
• Problems with technology
• Problems with personnel
• Documentation of service and devices
• Process Improvement Suggestions and elevation process
• Changes to the environment (working within the CM guidelines)
• New identified projects (working within the PMO guidelines)
• Accessibility related concerns (working with OCC Accessibility Coordinator)
• Security related concerns (working with the OIT security teams)
• Resiliency and/or DR/BCP related concerns (working with the OIT OR team)

View the flowchart below.