Overview and Rationale
In order to demonstrate proficiency with the content in this course and allow you to implement relevant practices a real-world setting, you are asked to apply the various competencies presented in this course to a specific case study. The case study focuses on evaluating stakeholders, developing a communication plan, and most importantly communicating appropriate levels of detail to various stakeholders.
Program and Course Outcomes
This assignment is directly linked to the following key learning outcomes from the course syllabus:
- Create an appropriate communication strategy and plan based on a thorough analysis of project communication need
- Integrate best practices, tools and techniques to identify and mitigate communication barriers.
- Interpret the value of communicating accurate, appropriate, and relevant information to various stakeholder groups
In addition to these key learning outcomes, you will also have the opportunity to evidence the following skills through completing this assignment:
- Critical thinking and analysis
- Technical Competency
- Problem solving
Essential Components & Instructions
The Contact Center case study provides the foundation of this assignment which consists of creating a Communication Plan that incorporates the previously identified stakeholders from the Stakeholder Register. Begin by reviewing the case study, the Communication Template and your existing Stakeholder Register. Below is a detailed description of the deliverable.
Communication Plan
What you should focus on is thinking about all the different components that should be part of a communication plan. The readings and course lecture will give you some insight into what sections you should include. When creating the communication plan consider:
- Using all the stakeholders listed within the Stakeholder Register from Lesson 2
- The level and types of communication that each stakeholder will require
- Stakeholders that may not need to be involved in every aspect of the project
- Referencing the power/interest clusters to determine the appropriate communication strategies for like groups
A communication template (matrix) has been provided for your use. However, be creative and come up with at least three (3) additional types of information that may be relevant to a communication matrix and add these into the template as three new columns. Be sure to include the following elements in the Communication Plan
The communication matrix with each stakeholder’s communication expectations such asthe frequency and type of information based on the columns in the template.
Barriers to communication for each stakeholder, the mitigation strategy and additional riskanalysis for those that pose a threat to the project.
In addition to the communication matrix please include:
- Description of how the communication plan and matrix will be executed by the projectteam. For instance, who will be responsible for approving messages, sending messages,receiving and coordinating messages? This should be a paragraph or two separate fromyour matrix that describes how the plan set forth in the matrix will be executed. This mustbe included in addition to the communication matrix.
- Effective Meeting Guidelines: For the various meetings you identified in the communicationplan, what are the overarching meeting guidelines and norms? Go deeper here: Forinstance, roll call on how people introduce themselves first, agenda and documentdistribution, anticipated preparation (apply personality styles we have discussed),guidelines on how soon meeting minutes and action items will be distributed, virtualmeeting guidelines (arriving on video/tele conference before, no-noise policy, use of properpicture/avatar for professional identification, etc.)
- Presentation Guidelines: For reports that are going to prepared for management or vendorsor any external body, what are the guidelines and considerations for the presentations?
- Report Format / Templates: Templates for reporting meeting minutes, project status, risks, action items, etc.
- As part of the communication plan, include a glossary page where you define each of thecolumns in the communication matrix. This will be helpful for you or anyone else using thecommunication plan on a future project.
Again, use your interpretation of each stakeholder based on the case study provided. The information placed within the template must be your own original work. If you do reference something from work, the texts, or the course lectures, then be sure to cite it properly.
Format& Guidelines
- Your final submission should be one document with the following sections clearly identified:
- Title Page including your name and the assignment name
- Communication matrix
- Description of how the communication plan will be executed
- Effective meeting guidelines
- Presentation guidelines
- Report formats / templates
- Glossary
- Reference page (if needed)
Below are some key guidelines you will want to ensure you follow in this assignment. Think of this short list as a quality control checklist, along with the attached grading rubric.
- Document should professionally formatted using titles, headers, and bullets where appropriate.
- Consider using the MsWord document template to format the report.
- You must include a title page and cite any outside sources using a works cited page according to APA 6th edition guidelines
- Submission is free of grammatical errors and misspellings
Please be sure to review the attached rubric. It along with these assignment instructions will ensure you have a solid understanding of the assignment requirements.
Rubric(s)
| Assessment Element | Above Standards | Meets Standards | Approaching Standards | Below Standards | Not Evident |
| Required Components (50%) |
Goes beyond the required components to apply project management in an innovative, tailored, and value-added way | Contains all the required components to apply project management in an innovative, tailored, and value-added way | Includes most of the required components as stated in the assignment instructions | Missing some of the required components as stated in the assignment instructions | Excludes most of the required components as stated in the assignment instructions |
| Analysis (25%) |
Goes WELL above requirements of the assignment to deliver new information and/or relevant new techniques | In-depth analysis of the learning experiences and how they led to understanding of self, others, and course concepts via authentic examples | Examines learning experiences and their application in a professional and personal context but lack in-depth analysis | Challenges beliefs, values, and attitudes of self and others but lack in-depth analysis | Does not move beyond description of the learning experiences |
| Incorporation of Feedback (15%)
|
Goes beyond the requirements in incorporating of instructor feedback from previous assignments into final project. | All elements of the final project reflect meaningful incorporation of instructor feedback from previous assignments. | Most elements of the final project reflect incorporation of instructor feedback from previous assignments. | Some elements of the final project reflect incorporation of instructor feedback from previous assignments. | None of the elements of the final project reflect incorporation of instructor feedback from previous assignments. |
| Grammar & Clarity
(10%) |
Expresses ideas and opinions in a clear and concise manner with obvious connection to the assignment | Uses clear language to accurately express abstract ideas and explain concepts | Minor errors in writing and lack of clarity and accuracy | Many errors in writing and lack of clarity and accuracy | Uses unclear language and fails to express abstract ideas and explain concepts accurately |
