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There are two major elements to Stakeholder Engagement: Stakeholder Analysis and Stakeholder
Planning. Stakeholder Analysis is the technique used to identify the key people who have to be won
over for the project. Stakeholder Planning is then used to build the support that helps the project
succeed.
The benefits of using a stakeholder-based approach are that:
You can use the opinions of the most influential stakeholders to shape your projects at an
early stage. Not only does this make it more likely that they will support you, their input can
also improve the quality of your project.
Gaining support from stakeholders can help you to win more resources - this makes it more
likely that your projects will be successful.
By communicating with stakeholders early and often, you can ensure that they know what you
are doing and fully understand the benefits of your project - this means they can support you
actively when necessary.
You can anticipate what people's reaction to your project may be and build into your plan the
actions that will win support.
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Academic Staff
Alumni
Business Partners
IS Management
Service Partners
Procurement
Human Resources
General Public
Press and Media
Customer Support Staff
Prospective Students
Suppliers
Trade Unions
Local Community
Other Interest Groups
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High power, high interest: these are the stakeholders you must fully engage with, and make
the greatest efforts to satisfy.
High power, less interest: put enough work in with these stakeholders to keep them satisfied,
but not so much that they become bored with your message.
Low power, high interest: keep these stakeholders adequately informed, and talk to them to
ensure that no major issues are arising. These stakeholders can often be very helpful with the
detail of your project.
Low power, less interest: monitor these stakeholders but do not bore them with excessive
communication.
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If any of these factors are missing there will be resistance. There is a wealth of literature on the subject
of what causes dissatisfaction and motivates people. Perhaps the most important theories are:
Maslows Hierarchy of Needs and Herzbergs Hygiene Factors. A further technique known as Other
Peoples Views, developed originally be Edward de Bono, can also be adapted for use on your project.
You can summarize the understanding you have gained on the Stakeholder Map and/or the
Power/Interest Grid so that you can see which stakeholders are expected to be blockers or critics, and
which stakeholders are likely to be advocates and supporters or your project. A useful way of doing
this is by colour coding e.g. showing advocates and supporters in green, blockers and critics in red,
and others who are neutral in orange. Figure 2 shows an example of this - in this example, you can
see that a lot of effort needs to be put into persuading Piers and Michael of the benefits of the project Janet and Amanda also need to managed well as powerful supporters.
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Using this table, work through the planning exercise using the steps below:
1. Update the Stakeholder Communications Planning Sheet with Stakeholder Map
information. Record the stakeholders' names and their key concerns about the project.
Note the comunications approach required for each stakeholder based on their
position on the Stakeholder Engagement Grid.
2. Think through what you need from each stakeholder. Work through the list of
stakeholders thinking through the level of support you need from them. Identify the
actions you would like them to perform. Record this information in the Required
Support and Required Actions columns.
3. Identify the key messages that you need to convey to each stakeholder to persuade
them to support the project. Typical messages will show the benefits to the person or
organisation and will focus on key performance drivers like increasing profitability or
delivering real improvements. Record this information in the Key Messages column.
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Engage in issues that matter - focus on clear objectives that require action.
Stakeholders have limited time and should engage on the most important project
concerns.
Be ready to act - use engagement to drive decisions, not as public relations exercise.
Engage the right stakeholders - identify the right stakeholders. Ensure the process is
inclusive and diverse. Consider stakeholder expertise, level of influence and
willingness to engage.
Engage empowered representatives - engage stakeholder representatives who are
empowered to take decisions for their constituents.
Seek shared value - ensure that each stakeholder benefits directly from engagement
and understands how project decisions will impact on other stakeholders.
Agree rules of engagement - Establish the scope, objectives, roles, rules and risks of
engagement at the beginning. Agree the process of decision-making, conflict resolution
and evaluation.
Manage exceptions - make certain that all parties have realistic ambitions and agree
on clear outcomes of the engagement.
Provide adequate resources - devote adequate resources (time, money and people)
to ensure success.
Choose the right formats - Choose the appropriate format (e.g. private meeting,
roundtable discussions, stakeholder panels, etc) to achieve the objective of the each
engagement.
Act fairly - be sensitive to perceived or actual power differences and facilitate the
process to allow fair participation.
Listen to (critical) stakeholder views - ensure engagement is a dialogue and not a
one-way information feed. Allow stakeholders to voice their views.
Build trust - take time to build trust based on the personal chemistry of the individuals
and the common values of the organizations involved. Commit to long term
relationships with stakeholders.
Be open - be responsive, consistent and timely in communications. Communicate well
in advance, document the engagement rationale and processes and allow for
stakeholder feedback.
Be accountable - link the engagement process to project decision making and
governance.
Look beyond the engagement - learn from the engagement. Involve stakeholders to
assess the success of the engagement as well as the project outcome. Examine
whether any next steps are required.
Stakeholder Engagement helps manage the politics that can often come with projects. It helps you win
support for your projects and eliminates a major source of project and work stress.
Mark Ritchie
Naresh Chappidi
November 2008
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