Abstract

Through the lens of a outsourced global telecommunications network transformation project we examine how informal and ad-hoc communications led to misinterpretation of project objectives causing confusion, resistance, and a lack of cooperation between the Clients and the Outsourcing Provider producing project delays. We explore how the implementation of a Stakeholder Analysis served to resolve the problems being experienced. Identification and validation of the audience enabled future messages to be composed and disseminated with more cultural empathy that proved key to reducing the barriers experienced. Identification of the need for different communication channels and mechanisms increased visibility that resolved the former confusion and mis-interpretation issues. Thus, we evidenced the facilitation of a structured approach to project communications, increased support of the audience, and identification of the differing and diverse information needs achieved significant improvement in the project progress. Finally we put forward some real benefits that were realized to inform future practice of implementing successful communications in outsourced global projects.

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