Ensure your plan's success by doing the legwork before you present it
One of my favorite New Yorker cartoons shows two prisoners, chained by their wrists and ankles to a wall, in a desert prison, with no doors or windows. One says to the other: "Here's my plan."
Planning is almost always necessary for any enterprise to succeed, and communications is no exception, even if, as it's sometimes said, many of the world's greatest leaders and organizations simply know what to do by trusting their instincts and moving forward—they don't have strategic plans.
Or do they? Do we? Why plan? How? Why not just keep our heads down and get to work?
Simply stated, we plan so that everyone involved in a project knows what everyone else is doing, so that we work together most efficiently to achieve a goal.
Complexly stated, strategic planning is "integrated decision making, with the decisions 'batched' at one time, with a commitment to action." That's the definition of Henry Mintzberg, whose The Rise and Fall of Strategic Planning is often cited as the authoritative text.
As it relates to communication, a good definition is provided by Lester R. Potter: "A communication plan is a written statement of what communication actions will be taken to support the accomplishment of specific organizational goals, the time frame for carrying out the plan, the budget and the procedures for measuring the results of communication."
Any strategic communications plan can be a big undertaking. It's easiest to manage in parts.
Preplanning
Do your research. Know your audience, its topics of interest, its preferred vehicle by topic, and the like. That will secure their commitment to the plan through ownership.
Audit your organization. Interview your executives. Get their buy-in for the plan and their sense of the current state of the organization and its goals, so that you can align your communications plans with your organization's goals. Get the CEO's commitment by interviewing him or her.
Assemble your planning team. Make sure they're diverse, creative and analytical in their skills and representative of your audience. Don't forget to have field representatives. Assign a project manager to coordinate the team's work and ensure cooperation.
Assemble your materials: tools, templates and checklists (like the 13-step list in our sidebar). Planning is complex, and these organizing tools help enormously.
Most planning involves some kind of "map," a flat surface, either vertical or horizontal. "Plan" comes from the word "plane," or flat surface. "Strategy" comes from "stratagem," or military general, someone who sees all these elements that might determine victory or defeat all at once—on one surface. That's why football coaches use blackboards.
Implementing the plan
Once you've done all the prep work and you're satisfied, it's time to publish the plan, in various versions (executive summary, full plan, article in the employee publication, etc.) as appropriate to your audience. Even if we know what we're going to do before the plan—or even before the research—it's still good to plan to get everyone's commitment and to publish the plan to heighten everyone's understanding. The main way we implement a plan is by communicating it. The next steps are pretty basic:
• Model or pilot the plan to small test groups or focus groups, to uncover unanticipated barriers.
• Identify additional needs.
• Specify the disciplines of budget and schedule.
• Measure on an ongoing basis to make sure you're on target or to adjust based on the results.
• Report your progress to the owners and sponsors of the plan regularly.
Barriers to anticipate in your planning process—and design around
Ensure the easiest path between designing your plan and implementing it by identifying any potential roadblocks. These are based on Mintzberg:
Thinking that just because you've won people's minds with numbers that you've also won their hearts and commitment. There must be an emotional appeal in the plan. It must move people passionately to something they really want—money—or away from something they really fear—loss of market share.
Getting lost in the plan: the so-called "analysis paralysis." Planning is so hard, that when the planners finally make order out of chaos through planning, they sometimes believe that their job is to blindly implement the plan, rather than adjust to changing conditions to help meet goals. Even though it is an analytic exercise, strategic planning is fueled by passion.
Failing to anticipate change. The basic approach here is to anticipate what might change, analyze hypothetical situations as though they were real (use the SWOT analysis), dramatize the possibilities through scenarios and role-playing, and establish optional initiatives. In other words, have a back-up plan.
Relying only on words and numbers—to the exclusion of sounds, feelings, instincts and visuals. Bring your constituents into the planning room. Use visual exercises. Play music while planning. Use the evidence of the senses—all five—as well as the sixth sense, or instinct, as you plan.
Failing to question the status quo, especially if it's successful.
Planning for reasons other than strategy, other than helping an organization reach its goals. These corrupt reasons for planning might be political (to reinforce an existing power structure) or ornamental ("Hey—look at this cool plan we wrote.")
Failing to connect action (implementing the plan) to thought (designing the plan).
The last point is key. Most plans fail, as do most marriages, which are usually very carefully planned. Why? It's the last point. Some of the most heavily financed and carefully planned enterprises in history have failed, despite the use of the process described above, by highly educated and experienced strategic planners. These failed efforts at planning would include, for instance, the Vietnam War and the Soviet Union.
In both cases, the failure of those plans was in part owing to the failure of the planners to listen to the implementers, the leaders of a country failing to listen to the citizens, the general failing to listen to the soldiers.
All successful communications begin with one act: listening. Do your research before you plan, test your initiatives of key audiences before rolling out the whole thing and measure at the end. "Research" is just an elaborate form of listening, and "planning" is just an elaborate form of follow-up.
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Three steps in planning: A 13-step model
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1. Identify goals, for both your organization and communications department, to assure that your goals support the goals of the organization. Identify major steps towards achieving those goals or "objectives." A communications goal, for example, might be "Heightening employee engagement by increasing their awareness of the connection between their compensation and our return on Investment."
2. Identify your means of measuring your progress towards achieving those goals. These should be both quantitative and qualitative.
3. Analyze the external environment (the competition), the internal environment (your organization) and your department. A good structure for this analysis is the "SWOT" structure: strengths, weaknesses, opportunities, threats. This analysis should be based on the findings of the research you conducted before planning.
4. Based on that analysis, identify the major issues facing your organization and your department. An "issue" is a topic about which a decision must be made for the success of the plan. A typical issue might be "consumer confusion about our price increase" or "low rates of key employee retention." A department issue might be a need for increased staffing, or acquiring a particular competence, such as Web design.
5. Align your department issues with your organizations: "A more user-friendly Web site will help our managerial employees understand their role in employee retention."
6. List your issues in order of importance and select the three or four you have the resources to manage.
7. Analyze your audience's needs—their topics of interest and preferred vehicle by topic—based on your preplanning research.
8. Translate your issues to messages: a message is a one-sentence statement of a particular organizational goal and a particular audience need. A typical message might read: "Employee understanding of their complete benefits package in discussion with their supervisors and supported by an interactive Web site will result in a measurable increase in employee retention rates."
9. Identify initiatives and tactics. A tactic is a communication to a particular audience on a specific topic, for example, a series of articles on diversity in the employee publication. An initiative is a group of related tactics; these might be related by audience, vehicle or topic: print, electronic and face-to-face initiatives; or employee, customer and investor initiatives; or financial, cultural and technological initiatives, and so forth.
10. Assign roles and responsibilities by initiative.
11. Identify your allies, and how they can help you.
12. Identify barriers: What (who, usually) might prevent your plan from succeeding?
13. Based on your sense of allies and barriers, identify options: two or three additional initiatives in the event that the unexpected occurs.
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