Delivering messages effectively while considering the individuals’ involved

Sam Hardy | Tuesday, January 8th, 2008

Our team owned the Communications Plan for EMEA escalations at EMC:
-Collaboratively established internal ways of working with internal stakeholders - software engineering teams, service management, sales - agreeing robust communications plan developed iteratively over 2 years.
-Established SLAs with clients/third parties; ensuring open, honest and transparent progress through dynamic dashboard.
-Built up/maintained close relationships with clients/third parties; delivering status updates (good news and bad) personally; taking ownership of the engagement.
-Managed priorities based on business value; agreeing roadmaps for lower priority client engagements ensuring they felt valued.
-Proactively sought feedback - good and bad - through ongoing retrospectives; feeding lessons learned into process/product improvements.

Filed under: Solutions