1. Copyright © 2001 Patrick McDermott the University of California Berkeley Extension pmcdermott@msn.com

2. What’s a Stakeholder? Stakeholder - Anyone who can impact the project or be impacted by it, either now or in the future. Yourdon distinguishes certain stakeholders as Shareholders, those who have a vested interest in the outcome A.k.a. the Victim

3. Types of Stakeholders

4. Type Matrix

5. Major User Relations Issues 1.Establishing Credibility Telling the truth 2.Developing a sense of Collaboration Partners in Decision Making 3.Communicating 4.Teaching and Mentoring Being both a teacher and a learner 5.Advising/Providing Feedback Anticipating the Impact

6. A Partnership Influence over what happens Being told about new, significant events Respect for each other’s contributions Feedback about what has gone well, and not so well Coming to each other first when there is a problem Doing your part Make me look good to my boss

7. Get the Scoop Access to people  Supervisors, end users and user's users Freedom of movement in the department and between departments Access to information Time taken away from production if necessary

8. Understanding Endorsement from management to the user community Enough time to get the job done Appreciate my scheduling problems Tolerance of mistakes; forgiveness Tell me when you don't understand what I've said Opportunity to be innovative

9. Contact Willingness to renegotiate deliverables Return phone calls Knowing what he or she is trying to achieve Hold off on evaluation Support

10. User needs from the Analyst Basic knowledge about the technology, relatively jargon free Confidentiality about areas of user deficiency in operational knowledge and areas of operational sloppiness Understanding, empathy and supportiveness Challenging status quo in a non-defensive productive way Being realistic in my promises Being clear about what I am doing Communicating frequently, informally and face- to-face

11. Someone to Watch over You Draw a Project Org Chart Find a Sponsor –Higher than all participants –Could be a Steering Committee Find Some Champions –At all levels

12. Consider the Stakeholders Importance –Favor –Discourage –Ignore, “Don’t Care” Obsolete Browser Email your Résumé Level of Involvement –Active –Passive –Indirect MoSCoW: Must Should Could Won’t

13. Stakeholder Analysis Influence the Project Interest in the Outcome Impacted by the System Intelligence for Analysis

14. Two Rules for Success 1.Never Tell them Everything. Leave Them Wanting More. 2.

15. Stakeholder Exercise Exercise Beyond the Use Case Actors Who are the Broad Stakeholders involved in –Order taking at amazon.com –Registration at UCBx Late Project Case Study