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IT Services: Costs, Metrics, Benchmarking, and Marketing by Robert E. Matthews, Thomas R. DiPasquale, Anthony F. Tardugno

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12.4. Communication

Enough cannot be said about overcommunicating. Almost every process related to a root cause analysis exercise ultimately points back to communication as a root cause. It is with this in mind that you should proactively address this problem by making communication part of your strategy upfront.

  • Establish coalitions and gain buy-in early.

  • Overcommunicate.

  • Establish a strong communication and feedback loop.

  • Establish and maintain coalitions.

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