Communication

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As the economic picture dArkened during the recent downturn, companies worldwide tightened travel budgets, with many executives turning to the telephone, the web and video conferencing to con- duct business. However, according to a survey of Harvard Business Review subscribers, travel to meet in person with key customers, partners and employees remains essential for selling new business as well as building long-term relationships.

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Changes to the ways people work together are redefining how IT leaders should assess the product capabilities of uni ed communications providers. This is placing an increased focus on single-vendor platforms to meet the majority of core UC functional requirements.

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This research is the first in a series on effective executive communications. It presents a framework for effective communications and discusses how effective CIOs build their communication skills. Future publications will discuss how to develop a communications plan and how to develop messages for communications stakeholders. Then, a series of publications will be dedicated to addressing how to conduct specific communication types, such as IT updates and communicating IT performance.

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This is a continuation of Gartner's series about effective communications. The first publications explored a strategy for effective communications and provided tools to analyze stakeholders in communications and create a communications plan; the remaining research explored specific types of communications. This research discusses how to approach difficult communications.

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The communications core consists of a communications strategy, delivery skills and a comprehensive communications plan. The first publication in this series about effective executive communications presented a strategy for effective communications and discussed how effective CIOs build their communication skills. This publication, the second in the series, discusses how to develop a communications plan. Upcoming research will address how to develop messages for communications stakeholders, and then a series of publications will address how to conduct specific communications, such as IT updates and communicating IT performance.

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The most effective leaders use storytelling to engage the hearts and minds of those around them, as well as compel them to action. Storytelling is an important communications tool CIOs and other IT business executives can use to become stronger leaders.

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This research is the third in a series about effective communications. The first publication presented a strategy for effective communication and discussed how to improve presentation skills; the second publication addressed how to develop a communications plan. This publication will address the question: How do I understand my audience in order to develop effective messages for each of my stakeholder groups? Future publications in this series will be dedicated to addressing how to communicate IT updates and IT performance.

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Personalized and contextually relevant communications improve organizations' relationships with customers and constituents. IT application leaders who deploy customer communications management and web content management solutions synergistically can deepen customers' engagement and loyalty.