Chapter 12: Communication and Documentation

Project communication takes various forms, including personal communication, meetings, presentations, reports and project documentation. Communication can be face to face or through some medium, including phones, voice mail, email, text messages, videoconferencing, document development systems, or shared web 2.0 tools. It can be formal or informal. Personal communication can be with verbal or written. Verbal communication can be face to face or via phone or computer. Information can be communicated in a more accurate and timely manner through verbal communication. Such communication provides a forum for discussion, clarification, understanding, and immediate

Body language and tone are important elements in verbal communication. Body language and customs are reflective of cultural of cultural diversity must be considered in communications. Verbal communications should be straightforward, unambiguous, free of technical jargon, and not offensive. Asking for or providing feedback enhances understanding.

Personal written communication is generally carried out through internal or external correspondence. Such means can be used to communicate effectively with a large group of people, but should not be used for trivial matters. Written communications should be clear and concise and should be used mostly to inform, confirm or request.

Listening is an important part of making communication effective. Failure to listen can cause a breakdown in communication. Common barriers to effective listening include pretending to listen, distractions, bias and closed-mindedness, impatience, and jumping to conclusions.

Written reports are often required during a project. The two most common types of project reports are progress reports and final reports. Progress reports often cover accomplishments since the prior report, the current project status, any potential problems that have been identified and corrective actions that are planned, and goals that should be accomplished during the next reporting period.

Final reports provide a summary of the project and often include items such as the customer’s original need, the original project objective and requirements, a description of the project, benefits resulting from the project and a list of deliverables produced. All reports should be clear, concise and readable. They should be written to address what is of interest to the readers not the writer.