Keeping people informed.
WHAT TO COMMUNICATE
What is happening and when What will change for each group What is expected of them Where to raise concerns Progress, honestly
WHY HONESTLY
Optimistic updates followed by delays destroy trust.
WHAT FREQUENCY WORKS
Regular, even when there is little to report.
WHY
Silence is interpreted as trouble.
WHAT CHANNELS TO USE
Whatever people actually read.
WHAT TO ESTABLISH
How concerns are raised and what happens to them.
WHY
Unanswered concerns become resistance.
WHAT TO ANSWER PUBLICLY
Questions others share.
WHAT TO AVOID
Announcements only at milestones Communication only from the project team Language nobody outside the project understands
WHY THE SECOND POINT
Messages from leadership carry weight the project team cannot.
WHAT TO ASK LEADERSHIP TO DO
Speak about it, visibly and repeatedly.
WHAT TO PREPARE FOR GO-LIVE
Clear instruction on what changes that day Who to contact What to do if something does not work
WHAT TO COMMUNICATE AFTER
What is being fixed, and when.
WHY
People tolerate problems being addressed; they do not tolerate silence.
