CARE Tajikistan Communication General Overview and Templates October 2006

Outline Communication Objectives Current Situation Audience Groups Communication Guidelines Feedback Measurement Proposed Actions Going Forward Stakeholder (Audience) Analysis Communication Plan Communication Calendar Appendix Lessons Learned Communications Goals and Levels of Acceptance Stakeholder Understanding Levels (TBC) Communication Channel Matrix (TBC) © 2006 Accenture. All rights reserved.

Communication Objectives The purpose of communications in any change programme is to build sufficient support for the changes that are envisaged as part of the change programme to allow these changes to actually take place successfully Ensure clear, timely and effective communication Support the overall transition effort for Care Tajikistan Background, reasons, options supporting strategic business initiatives a fair and transparent process maintaining program quality move towards the new strategic direction Support the successful transition to and implementation of a new structure (in phases) transparent process clear process clear criteria timelines impact on organisation / individual © 2006 Accenture. All rights reserved.

Communication – Current Situation Challenges Recommended Activities Benefits Lack of understanding about current situation and options for CARE Tajikistan Organisation and staff unsettled due to rumours and key people leaving organisation Lack of motivation of team to perform in new roles (likely to happen in new structure) Retention of key staff Increase communication (utilizing existing forums) Leadership teams to lead and inspire a positive culture Ensure transparency across all processes (especially for re-structuring process, selection criteria and timing) Conduct a Stakeholder Analysis to determine current awareness levels (including external audiences) Develop Communication Plan Develop Communication Calendar Assign Responsibilities Align and incorporate into existing communication methods Motivated staff Increased Staff retention Maintains respect for people and individuals Transparent organisation Effective organisational transition Reduced confusion and disappointment Key Focus Areas Re-structure Key people leaving organisation Dependencies Decision on Tajikistan option for future model New organizational Structure developed Tools & Resources CARE Communication Guides / standards © 2006 Accenture. All rights reserved.

Audience Groups Internal Global and Regional External Core Team Senior Management Team Program Support Staff Program Staff Other? Global and Regional External Government Ministry Each of these primary audience categories includes many subgroups © 2006 Accenture. All rights reserved.

Communication Guidelines All communication is managed through the Communication Plan. Communication will be open, honest and two-way. Communication will always be delivered as soon as is practicable to stop any rumours. Communication will be conducted on a regular basis. Messages will be customised to meet the needs of the audience groups. Leverage existing communication methods. To ensure information effectively reaches targeted stakeholders, it is important that they be conveyed through a variety of channels. Feedback will be generated and evaluated in order to monitor, check and improve communications. © 2006 Accenture. All rights reserved.

Feedback and Measuring Effectiveness Feedback is key to ensuring the ongoing effectiveness of the communication. Feedback will focus on finding the answers to a series of questions, for example, whether people: understand what is going to happen; understand why the changes are happening; are looking forward to the future; are nervous about the future; feel they have had a chance to voice their opinions; feel their questions have been answered; believe in the changes/are committed to the changes; we will also need to determine whether people feel our communicators are doing a credible job. Examples: Comment box, Focus Groups, Q&A Meetings, Surveys © 2006 Accenture. All rights reserved.

Stakeholder (Audience) Analysis A Stakeholder (Audience) Analysis is designed to identify and assess all significant individuals or groups who will be affected by the change. You may want to define your stakeholders communication goals (refer to Communication goals in hints and tips section) based on the following outcomes: Awareness Understanding Acceptance Commitment For each of these steps, different actions will need to take place at different timeframes. The Stakeholder Analysis Template on the following slide consists of 6 categories. There are also descriptions of each category to help you fill them in with the appropriate content. © 2006 Accenture. All rights reserved.

Proposed Actions Going Forward Define Communication Needs The foundation for efficient communication relies on completing the following three tasks. They are to be completed in the following order: Stakeholder / Audience Analysis Communication Plan Communication Calendar Templates and examples for each of these tasks are provided in the following slides. For each task above, a validation with the Country Director will be needed. It will also be necessary to define ahead of time what is expected to be done by whom within the organization. Develop & Deliver Communication As soon as the above three tasks are achieved, you are ready to develop and deliver your specific communication. Develop key messages and other content. Manage Your Plan Managing your Communication Plan on an on-going basis is critical to ensure the success of your communication. Determine ownership and responsibility for this task. **Each template feeds into the next so it is important that they are completed in the above order. For instance, the Stakeholder Analysis Template with help you develop the Communication Plan, which will then help you create the Communication Calendar. © 2006 Accenture. All rights reserved.

Stakeholder Analysis Template Stakeholder (Audience) “Standing” To day Desired “Standing” in the Future Resistance / Barriers How you plan to Address Comments A stakeholder refers to a broad range of people who have an interest in the outcome of initiative or who have the ability to influence the outcome of the initiative (either positively or negatively). These are people who are likely to be impacted by the change Have the ability to prevent/slow down the initiative. Their support will encourage the support of others. This is the Stakeholders current acceptance of the change. Awareness Understanding Acceptance Commitment This is the desired acceptance of the change the stakeholder should have on the day of “go-live” or impact. This is any foreseen opposition or barriers that the Stakeholder may present (e.g. lack of technical understanding, language barrier, or personnel likely to resist because of unsuccessful implementations in the past etc.). This how you plan to address resistance from the stakeholder. This can include key messages, tone of the message, delivery method, etc (e.g. series of training seminars to bring personnel up to speed, highlight the benefits and the differences of the change). This is comments around anything relevant to consider for this stakeholder or planned activity. Accountant Finance Manager and HR Manager to meet with Finance Group to present benefits, business case, cost structure, and address concerns. Investigate possibility of global support in terms of communication materials on benefits SAMPLE ANALYSIS © 2006 Accenture. All rights reserved.

Communication Plan A Communication Plan is intended to outline in detail how the communication strategy will be implemented. It defines the messages, delivery methods, audiences, timeframes, and the methods/channels for delivery. Determining this kind of information involves a lot of initial analysis to derive messages for each audience that are meaningful, timely, effective, and complete. (Refer to Lessons Learned in Appx). Taking the time to create a detailed and well thought out Communication Plan will help in facilitating a successful change implementation. The Communication Plan Template on the following slide consists of 7 categories. There are also descriptions of each category to help you fill them in with the appropriate content. © 2006 Accenture. All rights reserved.

Communication Plan Template Purpose Stakeholder (Audience) Content Delivery Method Schedule /Timing Owner Developer This is the overall purpose of the communication. What are you trying to achieve? What is the end goal? (E.g. for staff to have full understanding of re-structure, understanding of new policy etc.) This is the most important driver of your Communication Plan This is the list of stakeholders you defined on the Stakeholder Analysis Template This is the material or subject matter that should be included in your communication. This is the vehicle or channel or method you intend to use to convey the intended communication. (E.g. email, meeting, site visit, etc.) This is the frequency and timing of the particular communication. This can be general or specific (e.g. As needed, 1st of every month, weekly, once, July 14, etc.) This is the individual(s) responsible for delivering the specific communication (e.g. Country Director, HR Lead, Finance Manage, So Director etc.) This is the individual(s) responsible for creating the specific communication (e.g. Human Resources, CARE Atlanta, Kuito Director or a name of a person etc.) Ensure common direction Generate/keep high enthusiasm Inform of major changes, Share status Address/resolve issues / questions Drives SMT Government Direction, changes •• Team results Progress overview • Training Opportunities Monthly email update • Information lunches • Website • Communication meeting • Group events, celebrations Once per month Once per week After each SMT As Needed On the 3rd of each month Etc.. Country Director Program Co-ordinator Admin Lead HR Program Coordinator SO Director Finance Function SAMPLE COMMUNICATION © 2006 Accenture. All rights reserved.

Communication Calendar The Communication Calendar is intended to visually represent the communication deliverables listed in the Communication Plan. This calendar represents a summarized snapshot of the actions you need to take to ensure communication tasks are taking place on a regular basis. This is a great way to view your plan as a whole and drive your communications. The Communication Calendar Template on the following slide consists of a calendar in Excel. The general approach is to plan communication counting back a number of months / weeks prior to the change or impact. A number of categories can be listed in the left hand column and in this example internal/external is used but other suggestions include Country office / Sub Office etc. The Communication Calendar can also be used to list all the regular events (including status reports, staff meetings etc.) that takes place on a day to day basis as part of business as usual. © 2006 Accenture. All rights reserved.

Communication Calendar Template SAMPLE PLAN © 2006 Accenture. All rights reserved.

Appendix Lessons Learned Communications Goals and Levels of Acceptance Stakeholder Understanding Levels (TBC) Communication Channel Matrix (TBC) © 2006 Accenture. All rights reserved.

Lessons Learned Communication events do not happen by themselves. They need to be planned in a structured way and need to be managed on a constant basis as any other activity. Define precisely who your audience is. This is not only “one” category. Differentiate your people by their current and future roles as well as the level of impact. Clearly state your intention for each stakeholder group: what do you want to achieve? To change the way they operate today? To only be informed about the change? Define your success criteria early on: how will you know that people have bought in and are happy with the planned activities? Use multiple communication tools to deliver the same message: some people prefer visuals, others prefer to read or to listen. Try to combine multiple methods when you communicate. © 2006 Accenture. All rights reserved.

Communications Goals and Levels of Acceptance You may want to define your stakeholders communication goals based on the following outcomes: Awareness Understanding Acceptance Commitment For each of these steps, different actions will need to take place at different timeframes Awareness Commitment Acceptance Understanding Stakeholders can explain the impact of the change on them and on their organization. Stakeholders have a positive attitude toward the change and of the changes that will personally affect them. They are prepared and willing to “give it a try.” Stakeholders will champion the changes associated with the change to their peers and will do everything in their power to make it work and deliver the expected benefits in their organization. Time Stakeholders know that change is imminent. They do not know yet what will be the benefits coming from the change. © 2006 Accenture. All rights reserved.

Stakeholder Understanding Levels TBC as part of the global report. © 2006 Accenture. All rights reserved.

Communication Channel Matrix TBC as part of the global report. © 2006 Accenture. All rights reserved.