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Communication technology

A register that lists the tools and channels used to share project information, with rules for when and how to use each. It supports the communications approach by aligning mediums, access, security, and timing with stakeholder needs.

Key Points

  • Captures approved communication channels and tools with clear usage rules.
  • Distinguishes synchronous vs asynchronous and formal vs informal communications.
  • Aligns channels to stakeholder needs, sensitivity, time zones, and accessibility requirements.
  • Supports compliance through defined security, retention, and audit expectations.
  • Includes fallback options for outages and guidance for urgent situations.
  • Should be lightweight, easy to find, and maintained throughout the project.

Purpose

The communication technology register helps the team select and consistently use appropriate channels to deliver the right information to the right people at the right time. It reduces delays, avoids tool sprawl, and ensures confidentiality and record-keeping are handled correctly.

  • Make channel selection explicit for common message types.
  • Set expectations for responsiveness and availability.
  • Address constraints such as bandwidth, time zones, and access rights.
  • Provide continuity through defined backups and outage procedures.

Field Definitions

  • Channel/Tool: The application or medium approved for use (e.g., email, chat, video, portal).
  • Type: Synchronous or asynchronous communication.
  • Mode/Richness: Text, audio, video, or mixed; indicates level of cues and interactivity.
  • Formality: Formal or informal usage and whether records must be kept.
  • Purpose/Use Cases: Typical messages, decisions, or events suitable for the channel.
  • Audience/Access: Stakeholder groups and required permissions to participate.
  • Frequency/Timing: When and how often it is used and expected response times or SLAs.
  • Time Zone/Availability: Working hours, overlaps, or quiet hours for participants.
  • Security/Compliance: Sensitivity level, encryption needs, and confidentiality requirements.
  • Retention/Audit: Record storage location, retention period, and audit trail availability.
  • Language/Accessibility: Supported languages and accommodations such as captions or screen reader compatibility.
  • Integration/Links: Connections to task boards, document repositories, or ticketing systems.
  • Owner/Moderator: Role responsible for configuration, membership, and hygiene.
  • Cost/Licensing: License needs, limits, or chargebacks.
  • Fallback/Outage Procedure: Alternate channel if the primary is unavailable.
  • Notes/Constraints: Bandwidth limits, VPN needs, etiquette, or special rules.

How to Create

  1. Identify stakeholder groups, information needs, sensitivities, and constraints such as time zones and access.
  2. Inventory available enterprise tools and confirm policy, licensing, and security requirements.
  3. Map common message types and events to channels based on urgency, richness, and formality.
  4. Define usage rules, response-time expectations, and meeting etiquette for each channel.
  5. Document security, retention, and audit requirements, including any templates or repositories.
  6. Assign owners and set fallback options for outages or escalations.
  7. Review with key stakeholders, baseline the register, and publish it in a visible team space.

How to Use

  • Select the channel that matches the message purpose, urgency, and sensitivity.
  • Follow the defined response-time expectations and meeting practices.
  • Use listed templates and link artifacts to the designated repository when applicable.
  • Verify access and accessibility needs before inviting stakeholders.
  • Record key decisions and outcomes in the formal repository even if discussion occurred in chat.
  • Apply the fallback option when the primary tool is unavailable or response times are missed.
  • Review and adjust entries based on feedback, incidents, or policy changes.

Ownership & Update Cadence

  • Owner: Project manager or communications lead; tool owners maintain their sections.
  • Contributors: Security, compliance, PMO, and vendor or partner representatives as needed.
  • Baseline: Established during planning or team setup.
  • Reviews: At phase gates or monthly; in iterative teams, at kickoff and during retrospectives.
  • Update Triggers: New or retired tools, stakeholder changes, incidents, or policy and legal updates.
  • Visibility: Store where all stakeholders can access and link it in the communication plan and team charter.

Example Rows

  • Chat - Team Room: Quick coordination and questions under 10 minutes; Audience: project team; Type: synchronous; Mode: text; Frequency: ad hoc; Owner: PM; Security: internal only; Fallback: phone bridge.
  • Email: Formal approvals and external correspondence; Audience: sponsor and vendors; Type: asynchronous; Mode: text; Frequency: respond within 1 business day; Owner: PMO; Security: encrypt confidential items; Fallback: portal form.
  • Video Conference: Decision meetings and demos; Audience: core team and stakeholders; Type: synchronous; Mode: video; Frequency: weekly or as scheduled; Owner: facilitator; Security: waiting room and recording retention 90 days; Fallback: audio dial-in.
  • Project Portal: Document repository and announcements; Audience: all stakeholders; Type: asynchronous; Mode: web; Frequency: updates twice per week; Owner: configuration manager; Security: read-only for viewers, edit for team; Fallback: email bulletin.

PMP Example Question

A distributed team needs faster turnaround on routine approvals without adding more meetings. What should the project manager do when finalizing the communication technology register?

  1. Add an asynchronous approval channel (e.g., portal workflow) with clear response-time SLAs, access controls, and escalation rules.
  2. List every available enterprise tool so team members can choose freely.
  3. Standardize on email only to keep communication consistent.
  4. Disable retention on chat to avoid clutter and speed responses.

Correct Answer: A — Add an asynchronous approval channel with SLAs, access controls, and escalation rules.

Explanation: This directly addresses the need for faster approvals while maintaining governance and clarity. The other options are ineffective or risk noncompliance.

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