1. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 1 Mediums of Communication in Projects (with Benefits & Limitations)

2. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 2 Mediums of Communication in Projects Verbal Non-Verbal Written Digital Technology Analog Technology

3. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 3 Verbal Communication in Projects The verbal form of communication is perhaps the most natural and common medium of communication on projects. Formal and informal verbal communication occurs throughout the entire project life-cycle. Projects can- not progress or succeed without a high intensity of verbal communication between the project stake- holders. Contexts in which verbal communications occur in projects include project meetings, project briefings and presentations, consultations, conversations and discussions. Informal (grapevine) communication bet- ween project stakeholders, which often goes undocu- mented, occurs frequently as well.

4. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 4 Verbal Communication in Projects Excellent for urgent and routine project communications No time, effort and cost of writing Possibility of immediate feedback Quick clarification or explanation Good for building relationships More pressure on recipient to respond and be prepared Variable number of recipents Flexible content Supplemented by non-verbal communi- cation (if conducted face-to-face)

5. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 5 Verbal Communication in Projects Communication is possible only between participating project stakeholders Spoken words cannot be retracted No editing possible Message may not be understood Quick response expected Communication sometimes difficult due to availability, technical factors etc. Not recordable without technical means Not legally binding usually Possible verbal / non-verbal disparity in communication (if face-to-face)

6. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 6 Meetings are a very useful tool of project communication if organized and conducted properly. For instance, they provide a means for stakeholders to pool the latest information relating to the project, to review the progress made towards attainment of the project goal and any problems, issues or opportunities which may have surfaced, to discuss the reasons for deviations in the project plan and implementation schedule and to revise current baselines, for motivating as well as for retaining the commitment of the project team members by giving them a say in decision-making, and for maintaining the visibility of the project manager as head of the project. The project sponsor may be invited to attend meetings between the project manager and team if his or her participation is deemed desirable as can representatives of the customer, suppliers and contractors and other stakeholders involved in the project’s implementation. Verbal Communication in Projects: Meetings Meetings are an excellent example of formal verbal face-to-face communications and normally occur throughout the project life-cycle. They can address general or specific project issues. Examples are the requirements elicitation meetings between customer, sponsor and project manager, the project kick-off meeting, the project status and progress review meetings and the hand-over meeting at the project close.

7. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 7 Non-Verbal Communication in Projects Non-verbal communication is the interpersonal process of sending and receiving information, both intentionally and uninten-tionally, without using written or spoken language. It is an important medium of communication. Non-Verbal project communication may take n many forms and its interpretation is to a large degree culture-specific. Typical manifestations include facial expressions (e.g. smiles, frowns, stares), the standing and seating posture and movement of eyes and arms. Non-verbal communications tend to be more „truthful“ than spoken or written communications. Non-verbal communica- tion can act as supplement or impediment to spoken communication. Listening is an important form of non-verbal communication. A good communicator is a good listener.

8. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 8 Written Communication in Projects A (very) large number of documents can be expected to accumulate in the course of a project‘s life-cycle, especially in large complex undertakings! Many documents are formal and are prescribed by the project management standard(s) which are being applied in the project. Documents can be printed on paper of different sizes and/or maintained electronically as e-Documents (in formats such as MS Word documents, MS Excel Spreadsheets, MS PowerPoint presentations, and Adobe PDF-files). The information contained in documents is usually in textual and visual format (for e.g. charts, tables, graphs, photos, diagrammes and illustrations).

9. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 9 Written Communication in Projects Traditional and highly effective medium of communication on projects Excellent for documenting and commu- nicating complex content Variable content presentation formats Customizable to meet the informational needs of diverse project stakeholders Easy to edit, modify, duplicate and distribute Can be categorized and referenced for projects Assures permanent record of project communications (archiving, research)

10. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 10 Written Communication in Projects Variable number of recipients Less risk of miscommunication Can be read or studied multiple times Prevents loss of information through forgetfulness Permits variable levels of confidentiality Ensures a trail of accountability Preferable from a legal standpoint

11. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 11 Written Communication in Projects Expensive (and time-consuming) when documents must be prepared, printed, duplicated and circulated in bulk Complex documents may take much time and cost to compile Need for precision in wording Danger of errors creeping in which can cause complications at a subsequent stage Instantaneous feedback usually not possible (unlike verbal communication) Communication may go astray, get lost or get sent to the wrong recipients

12. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 12 Written Communication in Projects Much time may be needed for reading and analyzing complex documents High clarification or response time Project stakeholders reluctant to use written medium because of deficiencies in their writing skills Project stakeholders may have difficulty comprehending documents Project stakeholders may be tempted to not carefully read detailed or voluminous documents Wrong action taken due to misunder- standing of documents

13. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 13 Written Communication in Projects May be obsolete when completed Unpractical in cases of urgency Vulnerable to theft and damage caused by fire, humidity, insects and other factors Permanently lost in the absence of back- ups

14. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 14 Written Communication in Projects  Project Business Case  Project Pre- & Feasibility Reports  Project Scope Statement and Charter  Project Requirements Document  Project Procurement Documents  Project Contracts  Project Management Master Plan  Project Management Subsidiary Plans  Project Status and Progress Reports  Training Manuals  Project Hand-Over Documents  Project Completion Report  Project Audit Report

15. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 15 Written Communication in Projects  All Project Correspondence (Letters, Faxes, e-Mails)  Minutes of Project Meetings  Project Memos  Project Comments  Project Notice Board Messages  Project Circulars  Project Notes  Project Leaflets & Flyers  Project Brochures  Project Newsletters  Newspaper Adverts & Clippings  Project Press Releases

16. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 16 Written Communication in Projects A project website and computerized Project Management Information System (PMIS) may be considered as a repository of e-Documents containing extensive project information collected at one location. The documents can be in any electronic form including popular formats such as MS Word Documents, MS Excel Spread- sheets, MS PowerPoint Presentations, and Adobe PDF-Files. Images and multimedia files can also be stored.

17. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 17 The (analog) landline telephone is one of the oldest project communication technologies in existence. Landlines have many applications in the conext of project communications, for e.g., for exchanging information about the project, coordinating meetings and visits, seeking clarification, answering queries, resolving problems, discussing issues, giving instructions, passing on news and counseling individuals. Like all project communication echnologies, landlines have both several advantages and drawbacks. Technology in Project Communication

18. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 18 Technology in Project Communication Long established, ubiquitous and cost- effective technology for communication in projects Global network coverage with decreasing cost of communication Generally good voice transmission quality Possibility of multiple extensions Possibility of data transmission via dial- up modems, DSL and internet Excellent for urgent or routine project communication

19. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 19 Technology in Project Communication Usable in conjunction with fax machines for instantaneous transmission of project documents with textual and/or visual content Call conferencing facilities for real-time interaction between stakeholders in different locations More personal than written communica- tions More pressure on stakeholders to comply with instructions given

20. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 20 Technology in Project Communication Complex issues are difficult to discuss and resolve over the landline Information may be forgotten if not promptly documented Difficult or impossible in office hours to contact project stakeholders seperated by large distances and time zones Difficult to contact mobile project stakeholders who are often absent from their offices Quality of voice and data transmission may sometimes be deficient and cause miscommunication

21. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 21 Technology in Project Communication Communication breakdown may be temporarily caused by social or political upheavals and natural factors (e.g. storms) Communication is not face-to-face Risk of misunderstandings Reluctance of some project stakeholders to use the landline Call evasion (using Caller ID function) Conversations cannot be archived in a project database unless they are recor- ded and transcribed Lack of legal binding power

22. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 22 Though a relatively “recent” invention in the communications technological field, the mobile phone has contributed in a major way to com- munications on projects. Most project managers and important project stakeholders can expect to make use of the mobile phone during the course of their work. As projects become more complex and global in character, and interactions more intense, the mobile phone has emerged as an indispensable communications facilitating tool. As with all other project communication technologies, mobile phones offer several benefits and exhibit some limitations. Technology in Project Communication

23. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 23 Technology in Project Communication Excellent tool of communication for project stakeholders who are hard to reach through the landline network Excellent tool of communication for project stakeholders seperated by large distances and time zones Increasingly cheap and global means of communication Communication extends to transfer of SMS and eMails, images, multimedia and voice mail Included features such as calculators, planners, alarms, to-do lists etc.

24. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 24 Technology in Project Communication Quality of cell phone communication varies from place to place depending on the available infrastrucure Still somewhat costlier than landlines Call conferencing difficult Around the clock contactability can be irritating and stressful Danger of misplacement Possibility of theft with loss of valuable data in the absence of back-up Vulnerable to eavesdropping Health hazard (electromagnetic radiation)

25. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 25 Technology in Project Communication Mobile form of communication which offers benefits similar to those offered by cell phones Voice and data transmission Uses satellites in geosynchronous or low orbits instead of terrestrial systems More effective than cell phones in the sense that they can be used in places where a cellular transmissions are not possible due to lacking infrastructure (for e.g. in mountainous regions, jungles, deserts and on the oceans)

26. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 26 Technology in Project Communication Geographic topography may occasionally hinder connection to the satellite trans- mission network Costlier than other communication technologies Voice and data transmission sometimes subject to connection disturbance Bulkier than cell phones Misplacement and theft Loss of confidentiality of communications caused by eavesdropping by intelligence agencies in the post 9/11 era Use prohibited in some countries

27. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 27 Technology in Project Communication A digital projector is a useful apparatus for displaying textual, graphic and multi- media information about the project. Used frequently in project meetings, project team work sessions, conferences and presentations etc., project informa- tion can be visually and appealingly con- veyed with the help of a digital projector and large whiteboard to a sizeable audience of project stakeholders which may be impractical using other means of communication.

28. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 28 Technology in Project Communication The Television can be a very useful tool of communication in some projects. With VCR or DVD-Players, TVs can be used to convey visual information about the project, for example, to show stakeholders footage of work at a project construction site or a documentary about a project’s anticipated economic, social, and ecological change impact. As a public broadcasting medium, TV may be used to reach out to a large audience with a view to creating awareness of, and generating support for, a project.

29. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 29 Technology in Project Communication Video-conferencing technology enables audio-visual communication between pro- ject stakeholders in different locations. It has practical applications in several fields. Communication can be point-to-point (bet- ween two users) or multipoint (between several users and locations). Credited with shortening product development and pro- ject times, video-conferencing (and web- conferencing ) technologies range from the cheap and rudimenrary to costly and complex state-of-the-art HD systems for the ultimate immersive virtual experience.

30. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 30 Technology in Project Communication Flexible to meet the communication needs and standards of project stake- holders Compatible with existing transmission infrastructure (ISDN, DSL, Wi-Fi, Satellite Connectivity etc.) Mature and improving technology Variable audience size Connects project stakeholders in multiple locations across the globe in different time zones at short notice Preferable to audio only communication Sessions can be recorded

31. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 31 Technology in Project Communication Saves cost (plane, rail, car, taxi and bus travel, accommodation, heath and accident insurance, travel allowance, visa issuance, lost ‘productive’ work time for travel) Saves time (preparation for travel, actual travel time, return travel) No travel inconvenience, pressure, stress, fatigue and anxiety Enables stakeholders to get acquainted and interact face-to-face which otherwise would not be possible Data sharing and editing

32. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 32 Technology in Project Communication Overcomes the problem of the inability of some project stakeholders to travel Meetings can be held with different project stakeholders in succession More pressure on project stakeholders to be up-to-date and prepared as they can be summoned to virtual meetings at short notice No need for „second hand information“ from project stakeholders returning from conventional meetings Overall improved communication Green Technology

33. Assistant Professor Dr. Aurangzeb Zulfiqar Khan Department of Management Sciences, COMSATS Institute of Information Technology, Islamabad, Pakistan 33 Technology in Project Communication High-quality multisite systems are costly Need for good technical support and periodic maintenance Not as desirable as direct face-to-face interaction between project stakeholders Transmission problems can negatively affect image and audio quality Infrastructure not available everywhere Time zone problem Resistance by some project stakeholders Camera Issue Inconducive environmental factors Rapid obselescence of technology