Organizational Development for Knowledge Management at Water ...

6. Consider Rationale.
The rationale consists of why this message is being sent. Why is it important that the
stakeholders receive this message? The reasoning here may be for the group to become
aware, or to use the message to complete some aspect of their job. The rationale is why the
message is being sent.
7. Speculate Frequency/Timing.
The frequency or timing is how often the message will be conveyed and over what period of
time. Certain groups within an organization may need to receive information first. When this
occurs, messages may change to fit the frames of reference of the receivers as the
communication moves down the organization. It is best to communicate early and often, and
maintain communication through all phases of the engagement. Do you plan to have weekly
meetings? Will there be a monthly newsletter? Or is repetition less imperative? Perhaps bimonthly
meetings or a bi-annual meeting would be better?
Below is an example of the Communications Plan matrix.
# Message Stakeholder
Receiver
1 New safety All field
procedures personnel
2 Knowledge
base on-line
Knowledge
communities
Vehicle Sender Sender
Preparation
Presentation/ General Engineering
Film
Manager Department
Training,
Feedback,
Real-time use
Development
team
Development
team/
contractor
Rationale
To create
awareness
of new
safety
procedures
To educate
knowledge
communities
on usage
and daily
operations
Frequency/
Timing
Once,
followed by
other
messages
reinforcing
safety
Frequent
classes and
updates as
needed
In Case Example #18, communications (events, visits, inquiries, etc.) were managed
strategically. In Project Study #18, the Utility hired a private firm to explore communication
gaps among the entire staff, including vertical and horizontal communication. Social Network
Analysis is a tool used to discover the flow patterns of information and knowledge across an
organization.
Expected Outcomes:
Improved communications throughout the Utility.
Improved morale and, if the communication is clear, open and consistent, trust between
employees and the sender can be developed.
Fewer mistakes or surprises from misinterpretation by receivers.
See:
Project Study #3 (City of Moline Water Division, IL)
Project Study #5 (City of Moline Water Division, IL)
Project Study #18 (Rice Lake Utilities, WI)
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