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136 ROLE-BASED NEEDS FOR RESOURCES

communication should be frequent, concise, and consistent. It should facilitate
bi-directional discussion and exchange of information.

In the past, our culture seemed to support the hiding of information. We often
felt that we should tell people as little as possible. But this protectionist attitude
often backfired. Today, we tend to be more open and to share information with
others. This has led to improved participation and trust. Let’s examine this new
communication environment as we look at the role-based needs of clients, spon-
sors, and peripheral stakeholders.

Fidelity in Communications

As I look back at four decades of participation in the management of projects, I
recall far too many instances of breakdowns in communication and trust. The first
(breakdown in communication) leads to the second (deterioration of trust). We all
know the story about the project that quickly reaches 90 percent complete, then
stays there forever. Obviously, the earlier 90 percent figures were more wishful
thinking than fact. In another common scenario the sponsor inquires (on a regu-
lar basis) as to the project status and is told that things are moving along just fine.
Then, when the fantasy can no longer be sustained, the project suddenly jumps to
negative variances that obviously didn’t just happen. And just as bad is the situa-
tion where multiple sets of data just don’t match. There is a lack of fidelity in the
information and, with such, a complete breakdown of trust.

The Need to Communicate

There is much to be gained from regular and trustworthy communication with all
parties to project success. This is what the stakeholders need. And this is what we
can give them, using today’s improved communication technology. I know that
I’m repeating myself, here, but for such communication to work, it must be regu-
lar and consistent (to maintain believability). It must also be consistent with any
other data about the project. The data itself should be supported by narrative dis-
cussions of the impact of the data. Such discussions should advise the recipients
of things that require their action or response, as well as provide early warnings of
potential action items. Remember; a primary object is to avoid surprises. (An-
other is to facilitate broad participation in problem resolution.)

Perhaps data is not the proper word to use. I remember seeing a cartoon many
years ago that depicted a man up to his ears in computer-generated characters,
exclaiming, “Drowning in data while starving for information!” This is a great
message. The data that we provide must have meaning. They must be related to
areas of interest of the receiver. For the owner, this means tying the data to the