Communications Matrix

What is it and how can it help me?

The communication matrix is a tool for proactively planning communications on a project. Firstly, you list all the individuals and groups who will need to be told things, or to whom you must listen (Stakeholder Analysis) along one axis; and all the topics or the information that will need to be communicated along the other axis).

When does it work best?

You have probably already made a lot of improvements to your service, so the next phase of improving services will not be easy - the easy stuff has already been done. This means that you may encounter more resistance.

If you want to keep colleagues and patients on board with your proposed changes, you must communicate with them. Using this tool helps to make sure you have thought of everyone; the time you spend drawing up and maintaining the framework is saved a hundredfold during any project.

How to use it

This tool is excellent for pre-planning with groups; they can write on blank proformas or contribute as a whole onto a flipchart or laptop projection.

Once you have produced the matrix, send it out to all the participants (with any politically sensitive items removed) so people know who, how and when you are planning to communicate and the part they will play. You may get a lot of calls from people who feel that they, or others, have been left out of important parts, but these conversations are shorter and much more productive than contact after the event complaining about lack of communication!

Examples

This example details a project introducing a new PC system in a GP surgery, plus the trialling of new software.

	Dr Browne (Dentist)	PCT Dental Manager	PEC Dental Rep	Mandy, Dental Nurse	Sarah, Practice Manager	Chris, IT Advisor	Patients
Definition of project aims	Member of project group	Advise on policy issues	Speak with colleagues about concerns, report to project group	Member of project group	Member of project group	Attend project group meetings
Disruption to surgery	Agreed at project group meeting			Agreed at project group meeting	Agreed at project group meeting	Agreed at project group meeting	Leaflet drafted by Sarah. Posters
Sharing the plan	Chris to brief individually	Send copy of plan	Send copy of plan	Chris to brief individually	Chris to brief individually	Chris to brief individually
Progress reporting	Informed by Sarah of all variance in plans	Informed of changes to resource use or timetable	Informed of major departures from plan	Told by Sarah of changes affecting her	Monitors activity against project plan	Informed by Sarah of all variance in plans
Times of training	Memo from Sarah			Memo from Sarah
Outcome of software evaluation	Copy of evaluation report. Presents findings at clinical governance meeting	Copy of evaluation report	Copy of evaluation report. Attends clinical governance meeting		Data collected sent to Chris	Writes report on evaluation
Etc

What next?

If you haven't already done a Stakeholder Analysis, you will need to do this first
Consider using a form of project management
Responsibility Charting helps clarify who is doing what, preventing issues slipping through the net
Action Planning
Decide upon a methodology for measuring the benefits (how to get a list of the benefits of your project to the NHS and to patients). Think about this at the start of your change so you are able to prove the benefits.

Background

This is an established tool well used in project management.