Question

Ensuring appropriate communication in teams is essential. The dynamics of a global economy has increased the complexity of both team operations and project success. Planning for communication creates a schedule for planned communication and reinforces the trait among team members. In projects, a RACI (Responsible, Accountable, Consulted, and Informed) chart is often created to ensure that all of the different stakeholders are included at the right level of communication. In addition, communication plans are also developed to plan out a schedule for the frequency of communication.

As a manager of the technical team, you are leading your entire team on a project. Your project team is geographically dispersed with developers in Phoenix and India. You use the "follow-the-sun" approach to development. Therefore, your U.S. team will transfer development to India in the evening and there is another transfer back to the U.S. in the morning. You are implementing updates for new functionality to the CRM application for the call center, which has locations in Phoenix and India.

Create a RACI chart and a 500-750 word communication plan in which you accomplish the following:

Identify what needs to be communicated and the stakeholders in the RACI chart.

Assign the appropriate designation to the stakeholder for the item that requires communication (Responsible, Accountable, Consulted, Informed).

Create a communication plan for the stakeholders to include method and frequency of communication.

Create a communication plan for your project team to include method and frequency of communication.

Answer 1

Stakeholder analysis is a required activity of any project engagement. According to Wikipedia, stakeholder analysis is the process of identifying the individuals or groups that are likely to affect or be affected by a proposed action, and sorting them according to their impact on the action and the impact the action will have on them. A RACI categorization is often used for clarifying what stakeholder's roles and responsibilities are in a context of a specific task or process.

RACI is an acronym that stands for Responsible, Accountable, Consulted, and Informed. The RACI categorization provides clarification of responsibilities that each party plays in relation with activities that are needed to be performed and decisions that have to be accomplished.

Responsible: Does the work to achieve the task

• Person who perform a task/activity; refer to the doer, responsible for action/implementation
• The degree of responsibility is defined by the Accountable person
• Responsibility can be shared and delegated

Accountable: Has authority to approve or disapprove the result

• Person who has ultimate accountability and authority
• Only one accountable “A” to each task/activity
• Accountability cannot be delegated

Consulted: Possesses needed input to the task

• Person to be consulted before a final decision or action is taken
• Refers to a two-way communication

Informed: Needs to be informed of the result

• Person that needs to be informed after a decision or action is taken
• Refer to a one way communication

RACI Matrix

Responsibility charting in a RACI matrix is straightforward:

1. Identify all of the activities involved and list them at the left hand side of the matrix
2. Identify all of the roles involved and list them along the top of the matrix
3. Complete the cells of the matrix: identify who has the R, A, C, I responsibility for each activities

A RACI matrix is often used for a quick visual analysis of responsibility assignment by simply navigating the matrix horizontally and vertically. Navigating the rows of activities one can ensure that there is at least one accountable and one responsible party for each activity. Navigating the column of stakeholders, one can identify the responsibility of each party with respect to the identified activities. Once the RACI matrix is completed, a good practice is to distribute it to all stakeholders, and potentially, to the entire organizations.

RACI Analysis
RACI project management is focused on analyzing and managing the RACI Matrix to identify problems, resolve conflicts in roles, revise role categorization, and provide the team an opportunity for feedback. Analysis should be done in a team meeting, though the meeting may not require every single role holder to attend.

A RACI Matrix is analyzed vertically and horizontally. Here are some things to look for when reviewing the role axis (whether this is horizontal or vertical):

• If one role has too many responsibilities, should some responsibilities be reallocated or should more people be assigned to the role?
• If only one person is Accountable, is it reasonable to expect that person to make all decisions and could it threaten the project by creating a bottleneck?
• Here are some things to look for when reviewing the Task axis (whether this is horizontal or vertical):
• If there is a task with no one Responsible, should someone be assigned or should the task be eliminated?
• If there is a task where no one is Accountable, who has decision-making authority?
• If there are multiple people Accountable for a task, avoid conflicts by making a single person accountable.
• If too many people must be consulted, evaluate whether one person can be assigned who talks with others involved.

Role Confusion
It is common, during the life of a project, to have team members experience role confusion. A RACI matrix is useful for clearly identifying roles associated with a project and improving productivity, especially when you’re suffering from role confusion. Some signs of role confusion are:

• Concern over who makes decisions—Decision-makers are usually labeled as Accountable, but it may be that decisions are being made by the Responsible party. If that’s the case, the team should know who makes decisions in each situation.
• Finger pointing—If work is not completed on time, finger pointing may result. The key to avoiding this is knowing who is Responsible.
• Poor resource allocation—The RACI Matrix should make resource allocation very clear, but sometimes a single task can be extremely taxing, leading to some issues concerning who should be doing what and when.
• Lack of action because of ineffective communications—If someone is not Informed, they may not know to perform a task.
• Too many consultations because the wrong people are consulted—The Consulted should be clearly labeled to avoid jeopardizing the project schedule.

By looking at project stakeholders the same way that a newspaper editor thinks about his readers, project management professionals can improve efficiency while avoiding conflict. Do this by creating an effective stakeholder communication plan.

• Developing a Good Plan

Stakeholder Communication Requirements

Most projects consist of a broad range of stakeholders all of whom may have differing interests and influence on the project. As such, it is important for project teams to determine the communication requirements of these stakeholders in order to more effectively communicate project information. There are a number of methods for determining stakeholder communication requirements; however, it is imperative that they are completely understood in order to effectively manage their interest, expectations, and influence and ensure a successful project.

As part of identifying all project stakeholders, the project manager will communicate with each stakeholder in order to determine their preferred frequency and method of communication. This feedback will be maintained by the project manager in the project’s Stakeholder Register. Standard project communications will occur in accordance with the Communication Matrix; however, depending on the identified stakeholder communication requirements, individual communication is acceptable and within the constraints outlined for this project.

In addition to identifying communication preferences, stakeholder communication requirements must identify the project’s communication channels and ensure that stakeholders have access to these channels. If project information is communicated via secure means or through internal company resources, all stakeholders, internal and external, must have the necessary access to receive project communications.

Once all stakeholders have been identified and communication requirements are established, the project team will maintain this information in the project’s Stakeholder Register and use this, along with the project communication matrix as the basis for all communications.

Roles

Project Sponsor
The project sponsor is the champion of the project and has authorized the project by signing the project charter. This person is responsible for the funding of the project and is ultimately responsible for its success. Since the Project Sponsor is at the executive level communications should be presented in summary format unless the Project Sponsor requests more detailed communications.

Program Manager
The Program Manager oversees the project at the portfolio level and owns most of the resources assigned to the project. The Program Manager is responsible for overall program costs and profitability as such they require more detailed communications than the Project Sponsor.

Key Stakeholders
Normally Stakeholders includes all individuals and organizations who are impacted by the project. For this project we are defining a subset of the stakeholders as Key Stakeholders. These are the stakeholders with whom we need to communicate with and are not included in the other roles defined in this section. The Key Stakeholders includes executive management with an interest in the project and key users identified for participation in the project.

Change Control Board
The Change Control Board is a designated group which is reviews technical specifications and authorizes changes within the organizations infrastructure. Technical design documents, user impact analysis and implementation strategies are typical of the types of communication this group

requires.

Customer

You should identify the customer if the project is the result of a solicitation. In such a case, the customer will be involved in reviewing prototypes, approval of designs and implementation stages and acceptance of the final project the project generates.

The customer for this project is . As the customer who will be accepting the final deliverable of this project they will be informed of the project status including potential impacts to the schedule for the final deliverable or the product itself.

Project Manager
The Project Manager has overall responsibility for the execution of the project. The Project Manager manages day to day resources, provides project guidance and monitors and reports on the projects metrics as defined in the Project Management Plan. As the person responsible for the execution of the project, the Project Manager is the primary communicator for the project distributing information according to this Communications Management Plan.

Project Team
The Project Team is comprised of all persons who have a role performing work on the project. The project team needs to have a clear understanding of the work to be completed and the framework in which the project is to be executed. Since the Project Team is responsible for completing the work for the project they played a key role in creating the Project Plan including defining its schedule and work packages. The Project Team requires a detailed level of communications which is achieved through day to day interactions with the Project Manager and other team members along with weekly team meetings.

Steering Committee
The Steering Committee includes management representing the departments which make up the organization. The Steering Committee provides strategic oversight for changes which impact the overall organization. The purpose of the Steering Committee is to ensure that changes within the organization are effected in such a way that it benefits the organization as a whole. The Steering Committee requires communication on matters which will change the scope of the project and its deliverables.

Technical Lead
The Technical Lead is a person on the Project Team who is designated to be responsible for ensuring that all technical aspects of the project are addressed and that the project is implemented in a technically sound manner. The Technical Lead is responsible for all technical designs, overseeing the implementation of the designs and developing as-build documentation. The Technical Lead requires close communications with the Project Manager and the Project Team.

Partnership for Active Communities

“Complete Streets” Communications Plan

I. Complete Streets Vision

Streets are safe for all users at all times throughout Sacramento cities and County

II. Opportunities and challenges

There is a growing public desire for walkable, bikable communities. Increasingly, local and regional agencies are working in support of the goal of “Smart Growth” development that encourages walking, bicycling, transit use by all users – children, seniors, disabled.

• Sacramento Area Council of Governments is committed to a “Blueprint” transportation plan that supports increased mixed use, higher density land use to reduce traffic congestion & air quality and save open space
• Sacramento County’s Transportation Funding “Measure A” includes the requirement that all transportation projects funded with Measure A funds provide “routine accommodation” for all modes including pedestrians and cyclists.
• The Sacramento Transportation Air Quality Collaborative adopted a “Best Practices -- Complete Streets” Guidance document for use by the cities and County of Sacramento
• Sacramento Metropolitan Air Quality Management District, actively promotes walkable, bikeable communities to reduce air pollution
• City of Sacramento, adopted Pedestrian-Friendly Street Standards, Smart Growth Principles, a Pedestrian Master Plan and has an ongoing retrofit program to meet ADA standards
• Sacramento’s Mayor Heather Fargo’s goal is to have Sacramento be most walkable city in the United States.
• Sacramento County has adopted Pedestrian Design Guidelines, an ADA Transition Plan and is about to adopt a Pedestrian Master Plan
• Several Sacramento Communities have or are in the process of updating their general plans – Rancho Cordova, City of Sacramento, County of Sacramento
• The Partnership for Active Communities with over 35 members is committed to creating an environment that supports physical activity and to that end have initiated this Complete Streets Coalition.

However, significant challenges remain. Funds for pedestrian and bicycle infrastructure are limited. The estimated infrastructure need for pedestrian facilities in both the City of Sacramento and the County of Sacramento unincorporated area is nearly $1 billion.   The City/County Bikeway plan is out of date.   Public awareness of transportation finance is low. Traffic engineering practices traditionally have had a bias toward projects that expand road capacity for automobiles often to the detriment of pedestrians, cyclists and the disabled.

All jurisdictions are planning major roadway construction projects that may or may not include pedestrian and bicycle facilities. Some roadway capacity increases would limit the ability to provide for good pedestrian facilities – separated sidewalks.

The Complete Streets framework is inclusive. It sets a vision that can be supported by more than just “those bikers and pedestrians”. It sets a framework that can build support from all who desire safe, livable urban environments.

This Communications Plan sets two primary goals:

III. Communication Goals

1. Create a groundswell of popular support for Complete Streets.

     

2.Establish “Complete Streets” transportation policies and procedures to cover both new and existing streets in all Sacramento County jurisdictions.

IV. Messages

1. Create groundswell of popular support for Complete Streets.

Target audiences

Community leaders, neighbors, community members

Values/concerns of target audiences:

• Safety of children
• Traffic on their neighborhood streets – cut-though, high speed traffic
• Keeping the character of their rural neighborhood streets (not putting sidewalks in rustic neighborhoods)
• High speed traffic, traffic congestion
• Safe places to walk along and cross major arterials (sidewalks & crosswalks)

Value message: Streets should be safe for all users at all times. However, most major roads in Sacramento communities are unsafe for pedestrians and bicyclists. For shorter distances, choosing to walk, bicycle, or use transit should be as easy and convenient as choosing to drive.

Misconception message: Here are some alternate messages:

1) 25% of all car trips are less than 1 mile.   Streets that are safe and accessible for pedestrians, bicyclists and transit users will enable many to walk and bike for short trips. This will have an added benefit of less overall traffic.

2) Slower streets move the traffic and are safer for everyone. If we slow the streets, we can move more traffic and the streets will be safer for pedestrians and bicyclists – our streets will be safer for all and we’ll keep the traffic moving.

3) With safer “complete” streets, many people will be able to leave their cars at home and walk and bicycle for short trips. This puts more “eyes on the street,” which will also increase the safety of the street.

The Ask: Make Complete Streets a priority in your community. Join the Complete Streets Coalition and ask your local officials to gain Complete Streets on your community’s major streets – or on (         specific roadway such as Fair Oaks Blvd.       ).

Vision message: If our streets are complete, kids will be safe and healthy walking and bicycling to school. Everyone will be able to get to nearby destinations safely and conveniently by foot, bike, or transit. With fewer people using cars for short-distance trips, there will be less traffic, less air pollution, and more community health benefits of increased physical activity.

IV. Messages -- continued

2. Establish “Complete Streets” transportation policies and procedures to cover both new and existing streets in all Sacramento County jurisdictions.

Target audiences

Traffic engineers, planners & elected officials

Cities of Sacramento, Rancho Cordova, Citrus Heights

County of Sacramento

Values/Concerns of target audiences:

• Safety
• Traffic flow, traffic efficiency
• Solve problems

Value message: Streets should function effectively for all users – pedestrians, bicyclists, transit users, the disabled, as well as motorists. However, a significant number of major roadways throughout Sacramento are unsafe for pedestrians and cyclists including children, seniors, and the disabled.

Misconception message: Research shows that providing for all transportation users increases roadway traffic capacity by enabling people, who would otherwise drive, to make trips to nearby destinations on foot or on bicycle. This reduces traffic congestion, air pollution and at the same time provide community health benefits of increased physical activity.

The Ask: We need clear design and implementation procedures in place to assure that all new and retrofit roadway projects provide accessibility for all users.

Vision message: If we do this, every roadway project in the pipeline will contribute to the long-term goal of a network Complete Streets throughout Sacramento that provides access to all users resulting in increased physical activity, walking, bicycling while at the same time reducing traffic congestion and air pollution.

V. Communications Activities (Objectives)

Goal 1. Create groundswell of popular support for Complete Streets.

Target Audiences: Community leaders, neighbors, community members

1.1 Create Complete Streets Coalition

• Get 1,000 people or organizations signed on to the Coalition
• Gain 2-3 communities to press for complete street road projects in their communities
• Create database with addresses & zip codes
• Create coalition list-serve
• Complete Streets email newsletter
• Create Complete Street Website & link to National website

1.2 Deliver educational presentations to community and neighborhood groups

• Develop Power Point presentation illustrating problem streets in Sacramento, what a complete street looks like, and how complete streets can improve quality of life concerns. – We will build on other presentations including Don Hubbards, Paul Zykovsky, and National Complete Streets Coalition. Jennifer Finton, Breathe Ca will take the lead (include her story about Arden School).
• Contact community organizations:
  • Sacramento County Community Planning Area Councils
  • Neighborhood associations
  • Other potential groups: Kiwanis, Chambers of Commerce, Rotary
• Invite groups to join coalition
• Ask them what their best/worst streets are

1.3 Dirty Dozen Campaign

• Identify 12 major thoroughfares in Sacramento County that show the most room for improvement
  • Develop criteria for selection – including identifying some ready for being changed such as El Camino
• Identify the good ones
  • Hold press conference announcing the dirty dozen – saying why each was selected and what potential there would be to gain changes

1. Other potential activities:

• Meet with Bee Editorial Board
• Letters to the Editor & Op Ed pieces
• Article in the City’s “50+ Wellness Newsletter”

V. Communications Activities (Objectives) -- continued

Goal 2. Establish “Complete Streets” transportation policies and procedures in all Sacramento County jurisdictions.

Target Audiences: Traffic engineers, planners & elected officials

            Note: This is our second priority and we will consider doing as we gain resources but we             don’t expect to initiate this communication strategy before July 2007.

1. Transportation Project Review:
2. WALKSacramento letters and consultations with comments on proposed transportation projects, providing justification for recommended changes
3. SABA reviews transportation projects proposed to receive Measure A funds
4. One-on-one meetings with elected officials and their staff to encourage the redesign of transportation policies and procedures
5. Op Eds and press releases on specific projects

1. Complete Streets Symposium for traffic engineers with national experts, the latest technical findings, and stories from our Partners about real-life experiences that illustrate the need for Complete Streets

• Hold informational pre-symposium dinner for elected officials including invited experts

• Use Power Point and sample policies/procedures (traffic analysis procedures and project design) from other jurisdictions to show what Complete Streets look like and what it will take to have every thoroughfare serve the needs of all users, including walkers, bicyclists, the disabled, and motor vehicles.

1. Create a Council of Engineering Advisors for the Complete Streets project to assist in project review and developing position statements

1. Find funding source (maybe Fehr & Peers, the Air District, or SACOG)

• Identify a coordinator
• Create partnership of funders – i.e. 15 members who contribute $1,000 each

VI. Benchmarks of Success

Goal 1:          Create groundswell of popular support for Complete Streets

• Number of people & organizations who join the Coalition –
  • Target: 1,000
• Number of communities that take on specific roadway projects in their community
  • Target 2-3 communities
  • One being Carmichael & Fair Oaks Blvd. Proposed widening
• Dirty Dozen streets identified
• Presentation developed and presented to 1/4 of community groups by June 2007
• Placement of op-eds and news stories

Goal 2:          Complete Streets design & implementation procedures in place in all                           Sacramento County jurisdictions.

• Inclusion of pedestrian, bicycle & universal access in new transportation projects
• Inclusion of pedestrian, bicycle & universal access in asphalt overlay projects
• Adopted amendments to street design standards
• Adopted general plan policies
• Adopted amendments to subdivision design standards

VII. Timeline for Activities

November December 2006                     

Survey analysis complete                                                                          Jennifer Finton

Preliminary identification of Dirty Dozen                                                 Committee   

Initiate search for funding sources                                                          Anne Geraghty

Hire Complete Streets Coordinator (done 11/13/06)                          

January - March 2007                    

Community education:                                                                              

Complete preparation of presentation                                        Jennifer Finton, Teri Duarte, Walt Seifert

Letters to CPACs to schedule one on one meetings

and presentations to CPACs                                                        Committee &

Terry Preston

Deliver presentations to groups                                                   Committee, others

Program infrastructure:

Create Complete Street Website & link to

National Complete Streets website                                            Terry Preston

Create database with addresses & zip codes

Create coalition list-serve

Complete Streets email newsletter – as needed basis

Funding strategy:

Develop project budget & funding strategy plan                       Anne Geraghty,

Initiate formation of partnership of smaller funders                 Teri Duarte, Walt Seifert    

Visit potential funders such as Kaiser Permanente                with Rich Bell          

California Wellness Foundation, California Endowment

Bank of America

April - June 2007                            

Dirty Dozen Press conference –                                                               Jennifer Finton

tie to Clean Air Month (May)                                                                       Terry Preston

Initiate Coalition membership drive with goal                                       Terry Preston

of 250 members by June 30, 2007.

Initiate invitations for 2-3communities to press                                                Anne Geraghty

for complete street road projects in their communities

July - September 2007

Initiate efforts to change transportation policies and procedures

Plan symposium for traffic engineers                                         Terry Preston

Plan pre-symposium dinner for elected officials                                  Terry Preston

Approach all 7 Sacramento County jurisdictions with             Walt Siefert, Anne

requests for policy and procedure changes                              Geraghty

            Develop Council of Engineering Advisors                                  Anne Geraghty

Continue membership drive with goal of 500

by September 30, 2007.

October – December 2007

Present symposium and pre-symposium dinner                                            Anne/Terry

Continue membership drive with goal of 750                                       Terry Preston

by December 31, 2007.