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Planview Customer Success Center

Communication delivery methods

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When selecting the right communication method, consider where your users are in their change journey and what they need most at that moment—awareness, understanding, or reinforcement. Use this guide to match your communication objectives with the most effective delivery methods to ensure your message is both heard and embraced.
 

 

General communication methods  

Delivery method

Best use

Advantages

Considerations

Example

Town halls & all-hands meetings

 Major announcements, vision sharing, demonstrating executive sponsorship

Shows leadership commitment, allows for Q&A, creates shared experience

Plan thoroughly, anticipate questions, consider recording for those unable to attend

Announcing the Planview implementation decision and overall vision

Team meetings & department sessions

 Discussing role-specific impacts, addressing team concerns Allows for detailed discussion relevant to specific groups

Equip managers with talking points to ensure consistent messaging

 Walking through how Planview will change specific team processes

Collaboration channels (Teams/Slack)

 Quick updates, peer learning, real-time support, community building

Immediate interaction, reduces email volume, fosters collaboration, accessible on mobile

 Establish a clear channel structure, moderate effectively, set usage guidelines

Dedicated implementation channel where users can ask questions, share tips, and receive updates ~ Try Role based channels, for example a dedicated Time Reporter channel.

Live demos

 Making abstract changes concrete, showing new workflows Brings the future state to life, addresses the "how" of the change

Ensure demonstrations are relevant to the audience's work

Showing how resource managers will allocate resources in Planview

Training workshops

 Building skills, boosting confidence with new tools Hands-on experience, immediate feedback, peer learning

Make training role-specific and timing-appropriate (not too early, not too late)

Interactive sessions where users practice creating projects in Planview

One-on-one conversations

Addressing individual concerns, coaching through resistance

 Highly personalized, allows for candid discussion Time-intensive but valuable for key stakeholders or strong resisters

Meeting with influential team members who have expressed concerns

Email communications

 Announcements, updates, reminders Reaches everyone, provides documentation, easily forwarded

Keep concise, use consistent branding, consider frequency carefully

 Weekly implementation updates, training registration information

Customer’s intranet/SharePoint sites

 Central repository of information, self-service resources Single source of truth, available 24/7, searchable Keep updated, organize logically, promote its existence FAQ documents, training materials, implementation timeline

Video messages

 Personalized communications from leaders, demonstrations Engaging, conveys emotion, can be watched on-demand Keep short (3-5 minutes), ensure good production quality Executive sponsor explaining the "why" behind the Planview implementation

Digital newsletters

 Regular updates, success stories, implementation milestones

Consistent touchpoint, can highlight different aspects over time

Maintain regular schedule, include diverse content

Monthly Planview implementation newsletter with updates, tips, and profiles

Surveys & feedback forms

 Gathering input, measuring awareness, tracking sentiment Demonstrates listening, provides metrics, identifies issues Act on feedback received, close the loop with respondents Pre-training survey to assess knowledge gaps, post-go-live feedback collection

 

Visual communication methods    

Delivery method Best use Advantages Considerations Example

Infographics & visual aids

 Simplifying complex information, highlighting key points

Memorable, shareable, breaks down complexity

 Ensure accessibility, maintain brand consistency Timeline infographic showing implementation phases and key milestones
Digital signage Reminders, quick updates, awareness building High visibility in common areas, keeps change top-of-mind

Keep messages brief, update regularly

Countdown to go-live, training registration reminders

Physical materials/documentation

Just-in-time reminders, quick reference tools

Tangible, can remain visible at workstations

 Environmental impact, distribution logistics Quick reference cards with login instructions and common tasks

 

Interactive communication methods    

Delivery method Best use Advantages Considerations Example

Q&A sessions

 Addressing concerns, filling knowledge gaps Direct responses to actual questions, demonstrates openness Prepare for difficult questions, follow up on unanswered items

Weekly drop-in sessions where users can ask questions about Planview

Change champion networks

Extending reach across the organization, providing local support

 Peer influence, cultural awareness, broader coverage

Requires selection, training, and ongoing coordination

Departmental representatives who serve as first point of contact for questions

Online communities & discussion forums

 Peer support, shared learning, ongoing engagement User-generated content, reduces support burden, builds community Requires moderation, needs critical mass to be effective

Teams or Slack channel for Planview users to share tips and ask questions

Interactive webinars

 Reaching dispersed teams, combining presentation with interaction Efficient delivery to large audiences, recordable for later viewing Plan for engagement (polls, chat), test technology in advance

Deep-dive sessions on specific Planview functionality

Gamification elements

 Encouraging engagement, making learning fun

Increases motivation, creates friendly competition

 Keep focused on learning objectives, not just entertainment

Planview scavenger hunt where users earn points for completing tasks

 

Role-based communication methods  

Delivery method Best use Advantages Considerations Example

Manager toolkits

 Equipping leaders to communicate change to their teams Consistent messaging, leverages trusted relationships

Provide both content and coaching for delivery

Scripts, FAQs, and discussion guides for team meetings

Executive briefings / Steer Co.

 Gaining leadership support, ensuring strategic alignment Builds sponsorship, ensures top-down reinforcement Focus on business outcomes, prepare concise materials

·       Quarterly updates to leadership on implementation progress and benefits realization

Change stories

 Sharing the WHY and setting expectations Builds the WiiFM at an individual level This exercise will need to be repeated Share a role-based change story with user communities to create awareness for upcoming changes

 

Best practices for selecting a communication delivery method

  • Mix methods strategically - We all learn differently! Use multiple channels for important messages, training, and support
  • Match the method to the message - Complex information requires interactive formats; simple updates can use one-way communication
  • Consider audience preferences - Some teams may prefer digital communications, while others value face-to-face interaction
  • Create a drumbeat - Establish regular, predictable communication touchpoints using consistent methods
  • Build in feedback loops - Ensure every communication strategy includes ways to gather and respond to questions and concerns
  • Measure effectiveness - Track engagement metrics for different methods to refine your approach over time