Unlocking Success with Strategic Communication

Don Ehrenhaft, Police Records Management Systems Manager at DuPage County

Every Project is About People

Government projects are big, even when they’re small. Regardless of budget, scope, or timeline, a massive predictor of success is stakeholder engagement. Varied, consistent and effective communication is key to achieving buy-in and overall success. There comes a point in many projects, when the enthusiasm of kick-off has faded and the finish line is not yet within sight, when everything is just a little too quiet. It’s a type of project fatigue that leaves the stakeholders feeling disconnected, disengaged, sometimes even distrustful.

Stakeholder buy-in is essential in all phases of a project to facilitate alignment of purpose, collaboration and long-term sustainability. Through consistent, yet varied, communication, we can build transparency, align expectations and proactively address concerns. Email is the standard, but it is not without flaws. With the sheer volume that many of us receive, it’s easy for emails to get lost, ignored, or forgotten. People get left off threads, roles change and you wouldn’t believe how many times I’ve heard, “I never received that email.” Successful projects call for more robust and deliberate communication.

To address these challenges, we need more than just emails. Establish a unified framework that provides common syntax and vocabulary, creating comfort and community by defining a shared space for information. However, communication tools must account for the wide range of digital fluency among stakeholders. Platforms like Microsoft Teams, Monday.com and Slack offer flexible solutions to meet these diverse needs, but they require thoughtful implementation and advocacy to succeed. These types of tools can provide customizable options that allow you to communicate in the way that works best for your team. Unfortunately, people won’t just flock to your new space just because it’s new. You will have to become a tireless champion of what you’ve built. Be prepared for stakeholders to roll their eyes when you mention it for the ten-thousandth time.

Make your new space the only option or, at least, the easiest option. Implementing a new way to communicate means changing a fundamental aspect of the culture. Stakeholders will attempt to continue to send emails and call you directly, because that’s what they’ve always done. Gently but firmly redirect these attempts to the new platform. “I appreciate you sending me the latest contract revision. I’ve added it to the appropriate group on (selected platform). In the future, please share any documentation this way.” After a couple of those, most people get the hint. The redirection can be emphasized by providing training materials, brief explanations of platform benefits (“it improves visibility and response time”), or genuine praise and gratitude for use. This enforcement of the shared platform applies to information stakeholders feed into the system as well as information the project management team disseminates.

Even the best communication framework can fall victim to routine fatigue, where predictable patterns lead to disengagement. The most valuable tool to combat fatigue is novelty. A short periodic blog or newsletter summarizing key updates, upcoming deadlines, or project wins can keep stakeholders engaged without overwhelming them. Each new post (provided it contains valuable content) piques the reader’s interest. It makes them feel informed and involved. This leads to greater engagement which, in turn, produces better outcomes. Varied tone, from informative to conversational (while remaining professional), can help boost the novelty factor and reinforce trust. To keep content engaging, incorporate storytelling elements, share victories, or visuals like charts or infographics.

The cadence and frequency of messaging will vary by project and team. A predictable cadence, such as every Friday, will quickly become routine and easily ignored. Instead, consider varying the days and times of messages. Or establish a regular Friday “newsletter” combined with less predictable, more concise messaging. Determining the ideal frequency can be a delicate balance. If messages are too infrequent, the platform will fall out of use. Too frequent and messaging will become bothersome and ignored.

Finally, provide options. Some people will want to regularly check the space where communication is hosted. Others will want email digests or mobile notifications. The labor landscape right now is multi-generational with drastically inconsistent levels of digital fluency. It’s extremely important to meet people where they are when it comes to communicating.

While every project has quiet moments, every quiet moment presents an opportunity to reinforce connection and trust. By adopting deliberate and varied communication strategies we can keep stakeholders engaged, informed and aligned. Projects succeed not just on deliverables, but because of the people that carry them to the finish line. When we prioritize transparent and consistent communication, we don’t just complete projects—we build lasting partnerships and create a foundation for future success.