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Managing Project Stakeholder Communication
Managing Project Stakeholder Communication
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ABSTRACT INTRODUCTION ■
P
This research develops the understanding roject stakeholder management is one of the focal parts of project
of project stakeholder management through management. Aligning the different objectives, interests, and
examining how stakeholder communication expectations of stakeholders directly contributes to the success of
is facilitated and managed during the dif- the project (Aaltonen, 2011; Cleland, 1986; Jepsen & Eskerod, 2009).
ferent phases of the project’s life cycle. By Previous research on project stakeholder management has mainly focused
building on the information processing view on the conceptual development of stakeholder management tools and
and the stakeholder salience framework, our frameworks to improve the management of stakeholders (e.g., Bourne
study shows how stakeholder communica- & Walker, 2005; Olander & Landin, 2005). The majority of research on
tion practices vary among the impersonal, stakeholder management has built tools and frameworks consistent with a
personal, and group modes of communi- static perspective on projects, yet they have paid less attention to how the
cation. We also show how these practices relationship between the focal project organization and its stakeholders
depend on stakeholders’ salience and proj- changes over the project’s life cycle (e.g., Brøde Jepsen, 2013; Eskerod &
ect life cycle phase. The results indicate that Vaagaasar, 2014; Yang, Shen, & Ho, 2009). A project, however, moves through
a dynamic approach is required to under- different distinctive phases over its life cycle (e.g., Morris, 1982; Turner,
standing stakeholder management; differ- 1999), thereby creating a dynamic context for the management of project
ent communication practices are required stakeholders (Aaltonen & Kujala, 2010). This gap in the literature calls for
over the project’s life cycle, which can be research on stakeholder management that takes into account the project’s
explained by the varying degrees of stake- life cycle.
holder salience. In this research, we address project stakeholder management by studying
the modes of communication with project stakeholders. Stakeholder com-
KEYWORDS: project stakeholder munication ensures the effective engagement of different stakeholders and
management; project communication; hence plays a fundamental role in project stakeholder management (Crane
information-processing view; stakeholder & Livesey, 2003; Welch & Jackson, 2007). Because the role of communication
salience in projects is crucial, the various communication needs in different phases
of the project should be acknowledged and planned (Lohikoski, Kujala,
Härkönen, Haapasalo, & Muhos, 2015). Furthermore, even though stake-
holder communication is an integral part of actual stakeholder management
processes, little empirical research exists on project stakeholder communi-
cation practices and their relation to the attributes of these stakeholders;
therefore, the research question of the study can be formulated as follows:
“How and why is stakeholder communication managed over a project ’s life
cycle?”
In order to address the research question, we build on the information
processing model (Daft & Lengel, 1986; Galbraith, 1973), which is the most
Project Management Journal,
Journal Vol. 46, No. 6, 74–91 established model that addresses communication both within and across
© 2015 by the Project Management Institute organizations. We develop a generic framework of stakeholder communica-
Published online in Wiley Online Library tion in the project context, which draws on the theoretical argument about
(wileyonlinelibrary.com). DOI: 10.1002/pmj.21547 how context shapes the use of communication modes. In order to illustrate
be affected by the project. Such groups norms, values, beliefs and definitions” project conceptualization and plan-
are often referred to as nonbusiness (Mitchell et al., 1997, p. 865). The more ning, (2) project execution, and (3) the
stakeholders or secondary stakehold- legitimate the stakeholders’ claims are, post-project phase, each of which has
ers (Cova & Salle, 2005). Hence, the the more likely they are to receive posi- significantly different characteristics
purpose of project stakeholder manage- tive responses from firms. Finally, the (Morris, 1982, p. 156). The first two
ment is to enhance the project man- urgency of the stakeholders is defined as phases are sometimes separated (e.g.,
agement team’s understanding of the “the degree to which stakeholder claims Slevin & Pinto, 1987).
diverse stakeholders and their ability to call for immediate attention” (Mitch- In the project ’s conceptualization
make informed decisions about how to ell et al., 1997, p. 867) and is based on and planning phases, including strate-
engage them in order to maintain their two attributes: (1) time sensitivity (i.e., gic feasibility assessment, planning, and
support and align their objectives (Aal- the degree to which managerial delay design (Hunsaker & Hunsaker, 2008;
tonen, 2010; Aaltonen & Kujala, 2010; in attending to the claim or relation- Morris, 1982), communication focuses
Yang, Wang, & Jin, 2014). ship is unacceptable to the stakeholder; on the project’s content and plan, in
and (2) criticality, which is the impor- addition to establishing the rules of
Stakeholder Salience tance of the claim to the stakeholder behavior and clarifying the team’s pur-
In order to assess the characteristics (Mitchell et al., 1997). By combining the pose (Katzenbach & Smith, 1993). In
of stakeholders, we build on the stake- three attributes of power, legitimacy, the project ’s execution phase , com-
holder salience framework proposed by and urgency, a typology of stakeholders munication focuses on explaining the
Mitchell et al. (1997), which is one of can be formed and its importance to goals and objectives and on ensuring
the most established theoretical models management and its decision-making and enhancing motivation (Mukherjee,
used to analyze and categorize project can be evaluated. Lahiri, Mukherjee, & Billing, 2012). In
stakeholders. The framework explains the post-project phase, communication
the process of managerial decision Project Phases and Communication focuses on ensuring that information
making with regard to stakeholders, and A project creates a dynamic context exchange is related to documenting the
it provides a solid basis for identifying for stakeholder management because project activities and results and gather-
and categorizing them and understand- it moves through different phases dur- ing and storing the lessons learned for
ing how to manage them (Aaltonen, ing its life cycle (Morris, 1982; Turner, future projects.
Kujala, & Oijala, 2008). Mitchell et al. 1999 ). Projects can be divided into
(1997) classified stakeholders accord- distinctive stages that connect the Summary: Conceptual Framework
ing to their claims on the dimensions beginning of a project to its end and Figure 1 summarizes the theoretical
of power, legitimacy, and urgency. The partly depend on the project type and concepts discussed in the introduction,
stakeholder salience framework sug- organization (Project Management thus providing the conceptual frame-
gests that these three attributes deter- Institute, 2013). A well-established clas- work that guides our research. In this
mine how much attention and what sification is to divide projects into (1) study, we investigate how and why
type of attention stakeholders receive
from management.
In the salience framework, power Project stakeholder communication
relates to stakeholders’ requests as per-
Stakeholders
ceived by management. Stakeholder
power is defined classically as a rela-
tionship among social actors in which
Stakeholder
one social actor, A, can get another communication
social actor, B, to do something that Stakeholder • Impersonal mode
salience • Personal mode
B would not otherwise have done. • Power • Group mode
artist coordinator and the communica- outline before each interview (Yin, stakeholder communications, and we
tion coordinator. The festival event is 2009). Second, each interview was con- conclude by stating propositions.
organized with the assistance of vol- ducted by two members of the research
unteers from local sports teams and team (Eisenhardt, 1989 ). Th ird, the Empirical Findings
individuals who work in catering, trans- interviews were recorded in order to Conceptualization and planning phase
portation, and security. In addition, enhance the quality and reliability of The festival’s conceptualization and
several other stakeholders are involved, the data and were then transcribed by planning phase took place from Sep-
including agents and city and munici- the research team into text. Fourth, we tember until the end of December
pality officials. analyzed the aforementioned primary 2014. This phase included the concept
and archival data to facilitate triangula- renewal and the development of major
Data Collection and Analysis tion (Yin, 2009). ideas for the coming festival. Decisions
Following the logic of theory elaboration We started our analysis by develop- concerning the festival’s design, theme,
research, the conceptual framework dic- ing a brief description of the Qstock and artists were made during this phase.
tates the form of data required (Layder, project and its key features, and we The primary aim of festival planning
1993). The data were gathered in mapped the key stakeholders. We then was to create new and unexpected expe-
September 2014 through semistructured continued with the data analysis by riences for the customers, book popular
interviews. We interviewed the entire identifying the key stakeholders in the artists, and generate ideas for discus-
management team (i.e., the managing different phases of the project, identify- sion. The communication modes and
director, director, marketing manager, ing communication practices with the practices, as well as the communication
and festival coordinator) and most inter- different stakeholders during the proj- intensity, varied significantly among the
nal stakeholders (the artist coordinator, ect life cycle, and analyzing the char- different stakeholders.
communication coordinator, restaurant acterizations and attributes related to
manager, festival area manager, accredi- each stakeholder in the different phases Agents
tation manager, and safety manager). of the project. Based on this analysis, These stakeholders represented the art-
They coordinate the external stake- we compiled a table of raw data on ists and were perceived as a particularly
holder groups. There were 10 interview- the stakeholders, the ways in which significant stakeholder group during
ees in total. The interviews, which lasted communication was managed, and the the festival’s conceptualization and
1 to 2 hours focused on communica- characterizations of the stakeholders planning phase. Negotiations with the
tion practices with different stakeholders in different phases of the project. Next, agents to book the desired artists were
during the different phases of the proj- we continued the analysis by catego- extremely intensive, starting in Septem-
ect’s life cycle. Particular focuses were to rizing the stakeholder communication ber through the end of the year. Com-
identify the most important stakeholders practices into impersonal mode, per- munication with the agents was carried
and their characteristics in the different sonal mode, and group mode (Van de out intensively in both impersonal
phases of the project and to discuss how, Ven et al., 1976) and by analyzing the and personal modes. Email was used
through what kinds of modes, how often, salience attributes of each stakeholder to exchange standard quotes through
and by whom communication occurred. (Mitchell et al., 1997 ). The analysis a standardized protocol. Other venues
In addition, we gathered data on the his- was carried out separately during each and informal meetings, such as Musa-
tory, organization, planning practices, project phase. This analysis enabled media in Tampere (a forum for agents,
and project life cycle characteristics of us to begin to elaborate and explain festival organizers, and artists), were
the festival. The interview data were how the observed communication prac- considered to contribute to the build-
complemented by secondary data that tices were related to the stakeholder ’s ing of personal and embedded rela-
consisted of the written materials about salience in each phase of the project. tionships with the agents, gaining new
the festival, such as presentation materi- information about the artists, or getting
als, organizational charts, stakeholder Empirical Findings and Theory feedback related to the festival, which
maps, webpage information, and other Elaboration ensured continuity and helped refine
documentation provided by the festival We illustrate how the communication the concept. This phase was seen as the
organization. practices were used by different stake- most significant because it defined the
In order to ensure the high reli- holders (Table 1). The analysis is carried level of attractiveness of the entire festi-
ability of the data collection, we imple- out across the major phases of the proj- val. Uncertainty and pressure concern-
mented the following procedures. ect, thus allowing us to reveal the poten- ing the agents were particularly high
First, we developed a general research tial differences among them. We then during the festival’s planning stage, and
protocol to ensure a systematic data use the stakeholder salience framework communication took place via multiple
collection, and we sent out an interview to explain the observed patterns of channels:
80
Communication Salience
Marketing Impersonal mode: Email exchange concerning the marketing material. Salience: Medium
agency Personal mode: Meetings to plan advertising and design hand. Power: Capabilities and knowledge to plan and design an effective marketing
Telephone calls to the representatives. campaign and visual image of the festival. However, the marketing agency is
Group mode: Occasional meetings for cooperation and marketing, which go hand easily changeable and the management group has expertise in planning the
in hand. campaigns themselves.
Legitimacy: A capable and widely known agency within the marketing scene.
Urgency: It is critical to start planning the visual image and campaign during the
planning phase so that for example, the visual image can be released in liaison
The Qstock Festival Case
■ DOI: 10.1002/pmj
services, orchestrate the external operative stakeholder network, and are in
manager; and applying permits; mainly just exchanging contracts (Festival Area Manager). a position to influence the concept and direction of the project based on their
festival area Personal mode: Phone calls to gather information for planning and to make experience. Rich information about organizing the event is in the form of tacit
manager; appointments. Social media (private) to stay up to date and to enhance commitment knowledge of internal stakeholders.
safety NHS give the opportunity “to be part of the Qfamily.”
manager; area Group mode: Pre-Christmas party and other team building events to generate ideas Legitimacy: Permanent and accepted position as part of the Qfamily due to many
coordinator; to develop festival concept. Facebook group for information sharing (restaurant years working relationship with the festival.
communication team, safety team). Urgency: Low in planning phase from the perspective of the organizing of Qstock
coordinator and coordinating the external stakeholders.
Execution Phase/External Stakeholders
Agents Impersonal mode: Email quotes as needed. Salience: Medium
Power: All the artists have been booked so power of agents is medium.
Personal mode: Phone calls to ask questions and to book additional artists during
the early spring. Legitimacy: Legitimate actors in the scene—representatives of the artists.
Group mode: Informal meetings at other festivals. Urgency: Urgency is low since all the bookings have been made.
(Continued)
Communication Salience
Sponsors Impersonal mode: Email quotes as needed. Salience: Medium
Personal mode: Phone calls to ask questions. Power: Sponsors have monetary resources and brand value that enforce the
Group mode: Meetings as needed. attractiveness of the festival.
Legitimacy: Sponsors are selected in a manner that they are legitimate in the
eyes of the festival audience.
Urgency: During the project execution phase, the urgency of the sponsors
increases particularly when their promotion campaigns and visibility at the festival
site is planned.
Customers Impersonal mode: Active information sharing in Qtv in Youtube, advertising, Salience: Medium
Qstock magazine, Facebook to enhance sense of community to promote feelings Power: Customers are not perceived to possess much resources or information
of the last festivals and to share information, Twitter, Instagram for information that could be used by the management during the execution phase.
sharing.
Personal mode: Collecting feedback from randomly selected festival participants. Legitimacy: A relevant and legitimate group particularly during the actual festival
Group mode: N/A. weekend.
Urgency: Customers urgency is at its highest during the project execution phase
particularly during the actual festival when communication requirements come up.
Marketing Impersonal mode: Occasional emails. Salience: Low
agency Personal mode: Occasional phone calls. Power: Not much power in terms of the festival image during the execution
Group mode: N/A. phase.
Legitimacy: A capable and widely known agency within the marketing scene.
Urgency: During the project execution phase, the urgency and time-criticality is at
a low level as the marketing campaign has already been planned.
City officials Impersonal mode: Email to apply for a permit to organize a festival and to set up Salience: High
a date for area inspections. Festival permits set high importance and pressure on a Power: Formal authority in relation to the festival, power to prevent the
festival, as there are not alternative plans. organizing.
Personal mode: Phone calls to make appointments and discuss permit application, Legitimacy: High legitimacy based on formal authority, authority to grant the
procedures, and unexpected events. permits.
Group mode: Relationship building meeting with the authorities. Meeting at the Urgency: During the project execution phase, the urgency and time-criticality is
festival site to inspect the festival area’s condition. on a high level due to the permit application process.
82
Communication Salience
Execution Phase/Internal Stakeholders
Artist Impersonal mode: Email quotes and phone calls to external stakeholders. Most Salience: High
coordinator; communication to volunteers is in email (restaurant manager). Emails for recruiting and Legitimacy: High urgency (Highly urgent and critical from the perspective of
restaurant selecting employees and volunteers for the festival. Mass emails to internal and external organizing Qstock and coordinating external stakeholders).
manager; stakeholders and to Qtv to make marketing material, editing Qstock magazine, information Power: Highly powerful group, since they have rich information about organizing the
festival area letters to media and to local businesses (Communication coordinator). Guidelines and event, the contacts, and the information is mainly in the form of tacit knowledge.
manager; information are stored on memory sticks. Web page is established for sharing information Legitimacy: High.
safety and guidelines. Facebook advertising for recruiting volunteers start in April. Urgency: (Highly urgent and critical from the perspective of organizing Qstock and
The Qstock Festival Case
manager; area Personal mode: Face-to-face discussions with hotels, artists, stage production coordinating external stakeholders).
coordinator; companies, agencies, stage managers, backstage hosts, and other volunteers to Replacing internal stakeholders in this group in execution phase would be highly
communication share information (artist coordinator). Meetings with the artists and bands to make challenging.
coordinator interviews and meetings with media (Communication coordinator).
Phone calls to security team, door attendants, area manager, first aid (Akuutti apu)
(Safety manager).
■ DOI: 10.1002/pmj
Internet conversation groups. Private Facebook groups (safety and restaurant teams
separately). Facebook group discussions for planning and sharing tasks with external
stakeholders.
Training sessions for the security volunteers (Safety manager).
Post-Project Phase/External Stakeholders
Agents Impersonal mode: Emails as needed. Salience: Medium
Personal mode: Phone calls as needed. Power: Powerful because they are in charge of the “calendar” and booking of the
artists. At this point, all the popular artists have been booked and festival artist
Group mode: N/A. portfolio is supplemented with more low-profile artists.
Legitimacy: Legitimate actors in the scene—representatives of the artists.
Urgency: Urgency decreases significantly during spring, in April almost all of the
most popular artists are booked.
(Continued)
Communication Salience
Sponsors Impersonal mode: N/A. Salience: Medium
Personal mode: Discussion about feedback, which is based on sponsor’s Power: Sponsors with monetary resources may be used in next year’s festivals
experience and feeling of the benefit rather than something measurable. and their knowledge and experience on this year’s festival is discussed.
Group mode: Meeting about the feedback. Legitimacy: Sponsors are selected in a manner that they are legitimate in the
eyes of the festival audience.
Urgency: In the post-project phase, the urgency of sponsors is low.
Customers Impersonal mode: Feedback collected from the festival audience and processed by Salience: Medium
the college students. Analysis is made by the management team. Email responses Power: Customers are perceived to possess knowledge related to the festival
to customer feedback. experience.
Internet-based conversation groups. Legitimacy: Legitimacy of customers is low.
Personal mode: N/A. Urgency: As the festival has ended, there are no urgent customer claims.
Group mode: N/A.
Marketing Impersonal mode: Emails as needed. Salience: Medium
agency Personal mode: Phone calls as needed. Power: Power of the agency is low.
Group mode: Meeting as needed. Legitimacy: A capable and widely known agency within the marketing scene.
Urgency: During the post-project phase, occasional feedback from the marketing
agency may be required.
City officials Impersonal mode: Email to set up a date for inspections and to discuss about the Salience: Medium
feedback.
Personal mode: Phone calls. Power: Formal authority in relation to the festival site inspections.
Group mode: Meeting at the festival site to inspect the festival area after event. Legitimacy: High legitimacy based on formal authority.
Urgency: During the post-project phase discussions and solving possible conflicts
of interests about the feedback is crucial for the event next year.
Post-Project Phase/Internal Stakeholder
Artist Impersonal mode: Lessons-learned document is created and stored in network Salience: Low
coordinator; drive. Power, legitimacy, and urgency: Low because the festival is finished.
restaurant Personal mode: Phone calls as needed.
manager;
festival area Group mode: Meeting with the management group and internal stakeholders to
manager; discuss about the feedback and to generate ideas for the next festival.
safety Informal sauna event. Analysis from the audience’s feedback after lessons-learned
manager; area event.
coordinator;
communication
coordinator
Table 1: Communication in the festival project Qstock over its life cycle.
Well the agents are really challeng- initiated and took place mainly in the the festival phase and was primarily
ing to deal with and communication impersonal mode. This was crucial in related to unexpected situations that
with them is intensive in the planning order to start the implementation of needed to be dealt with immediately.
phase: emails, phone calls, and meet- plans and to recruit and coordinate For example, the flight of one of the
ings in an informal setting. Many of
volunteer workers from local colleges artist groups was delayed, which meant
them are my friends. (Manager A)
and sports clubs. The festival’s webpage that the hours-of-noise permit obtained
In the project conceptualization and opened with the final list of perform- for the festival needed to be extended.
planning phase, communication among ing artists, which indicated an imper- Late on a Friday evening, one of the
the project management group and sonal mode of communication with managers telephoned a city official who
the festival sponsors and the market- customers. gave permission to extend the hours.
ing agency took place primarily through Communication with the city offi- During the actual festival phase,
impersonal modes, such as emails; cials was also important in the project which was part of the project execution
however, occasionally, personal phone execution phase because of the need to phase, the major focus of communica-
calls and face-to-face meetings were apply for different permits. We observed tion was on coordinating the activi-
organized in order to share ideas about a combination of impersonal, personal, ties between the internal and external
the marketing concept and the ideas and group modes of communication stakeholders . According to the inter-
that the sponsors could take forward. with the city officials. Although written viewees, the main challenge was to be
applications were sent via email and able to contact the key people and know
Customers and city officials regular mail, the project’s management who was needed and who specialized
Communications with these stakehold- also organized an informal meeting in which topic in case of an emergency
ers were almost nonexistent during the with the city officials in order to discuss or if something unexpected happened.
festival’s conceptualization and plan- ongoing concerns. During the festival phase, there were
ning phase. The impersonal mode was In the execution phase, we observed clear guidelines instructing whom to
used with customers, including Face- the extensive use of impersonal, per- contact and in which situations. The
book updates and advertising, which sonal, and group modes by the internal communication followed a strict hierar-
increased particularly during the first stakeholders. The start of the ticket sales chy, and the formal lines of communi-
phase of the ticket sales in December. was particularly important. During this cation used mainly the personal mode
phase, face-to-face meetings with inter- but only if escalations were needed. For
Internal stakeholders nal stakeholders were held weekly. Typ- example, the bar employees would first
The internal stakeholders, such as the art- ically, the first hour of these meetings contact their line manager, who would
ist coordinator and the festival area man- was allotted to organizing the event; then contact the restaurant manager
ager, did not work full time for the project during the second hour, time was avail- if necessary. The restaurant manager
and hence were not always available for able for free discussion. The main pur- then would decide whether support
communication during this phase of pose of the personal and group modes by the festival manager or the external
the project. Communication among the of communication was to enhance team stakeholders was needed. The back-
management group and internal stake- spirit, focus on implementation, share stage coordinator and hygiene coor-
holders during the conceptualization and tasks, ask questions, and network with dinator were the only ones instructed
planning phase was occasional and took other festival organizers. The security to contact the festival coordinator or
place via face-to-face meetings or tele- team and the catering team also used managers directly. In the case of a major
phone calls. The main purpose of using Facebook and Qstock’s Facebook page unexpected event that could potentially
the personal mode and group mode was to share information. The festival coor- affect the whole festival, the festival
to maintain and enhance commitment dinator described the communication managers would be contacted directly.
and to develop ideas further. Their role with internal stakeholders during the In the case of serious security issues, the
primarily included networking and eval- execution phase as follows: festival managers would follow the sug-
uating the practices and services in other gestions given by the safety manager. In
Our core is small, efficient, and agile.
festivals. Thus, generating ideas was also the case of severe weather conditions,
Our communication works really well.
part of the conceptualization and plan- the marketing manager would have the
Other festivals have heavy organiza-
ning phase, which partly overlapped the tions with 20 people or so and that
required external contacts at the local
execution phase. challenges decision-making. airport, and decisions would be made
based on these experts’ views. Com-
Execution phase Festival phase. Communication munication in the personal mode was
During the execution phase, commu- with the agents and city officials was managed through radiophones, and
nication with external stakeholders was observed to be only occasional during the festival coordinator mediated and
project management practices for the deals and high urgency in claims during According to the results of the
next festival project was in the personal the autumn in terms of bookings, which empirical analysis, the differences in the
and group modes. Less emphasis was indicates high stakeholder salience. In observed communication modes used
placed on communication with cus- the execution phase, the communication among different stakeholders in differ-
tomers and other external stakeholders, with the internal stakeholders increased ent project phases can be explained
which was mainly carried out with the and was extensive in the impersonal, by stakeholder salience (Mitchell et al.,
impersonal mode. personal, and group modes of com- 1997 ). When stakeholder salience—
The findings clearly indicate that munication. This finding indicates very in terms of power, legitimacy, and
project stakeholder communication high information processing needs. The urgency—is high, there is a more exten-
practices depend on the project phase, salience of the internal stakeholders in sive use of personal and group modes
which is evident in two ways: First, the this phase was very high in terms of of communication, indicating higher
communication mode within a specific power, legitimacy, and urgency because information processing needs. In con-
stakeholder group varied over the proj- they needed to be engaged and commit- trast, when stakeholder salience is low,
ect ’s life cycle. Second, communica- ted to the actual execution processes and the frequency of communication is low
tion focused on different stakeholder have the high tacit knowledge needed in and mainly in the impersonal mode,
groups in the different stages of the project execution. Consequently, replac- indicating lower information processing
project life cycle. Hence, we conclude ing them in the execution phase would needs. Stakeholder salience in turn is
the following: have been extremely challenging. In dependent on the life cycle stage of the
the festival phase, the communication project. Stakeholder salience is associ-
Proposition 1: Project stakeholder com- with city officials was in the impersonal ated with the phase of the project. For
munication is a dynamic process, and it and personal modes. The group mode example, stakeholders that are highly
evolves throughout the project phases as the was used in meetings to inspect the fes- salient during the project planning
overall effort in communication with stake- tival area and to react to unexpected phase may have low salience during the
holders evolves over the project’s life cycle.
events; this finding indicates high infor- project execution phase.
Proposition 2: The emphasis on using
mation processing needs, which can be Our study provides an in-depth
impersonal, personal, and group modes explained by high stakeholder salience: understanding of communication
of communication with each stakeholder City officials have high power and legiti- among stakeholders and shows how
evolves over the project’s life cycle. macy based on their formal authority to stakeholder communication evolves over
grant and oversee the festival permits. a project’s life cycle because of changes
We conducted an additional analy- Moreover, urgency during the festival in the attributes of stakeholder salience.
sis to explain the dynamism observed phase is high because of the criticality of At a higher level, the results align with
to underlie the stakeholder communi- the time specified in the permit applica- previous research that addresses stake-
cation. According to the information tion process. Finally, in the post-project holder management in various contexts.
processing model, the communication phase, the communication with exter- In their seminal study, Mitchell et al.
modes of impersonal, personal, and nal stakeholders was minimal and only (1997) noted that the salience of stake-
group modes are used to facilitate infor- in the impersonal mode, indicating low holders might vary from one context to
mation processing needs (Daft & Len- information processing needs. This find- another. To elaborate on this notion,
gel, 1986; Galbraith, 1973). Moreover, ing can be explained by the low salience Jawahar and McLaughlin (1997) adopted
the impersonal mode can be used to of the external stakeholders in this phase; a firm life cycle perspective to examine
fit lower information processing needs, all dimensions of power, legitimacy, and stakeholder dynamics and showed how
whereas the personal and group modes urgency are low. Based on these findings, change in the context (i.e., the stage of
are used to facilitate information pro- we conclude the following: the organizational life cycle) was a key
cessing to a greater extent and hence to factor in shaping the salience of orga-
fit situations with greater information Proposition 3: The project stakeholder com- nizational stakeholders. Following this
processing needs. munication mode in a particular project line of argumentation, in the context
For example, in the project concep- phase can be explained by the salience of projects, the results of Aaltonen and
of the stakeholders in that phase; less
tualization and planning phase, com- Kujala (2010) and Olander and Landin
salient stakeholders pose low information
munication with agents was extensive (2005) suggested that the salience and
processing needs and can be managed
in the impersonal, personal, and group using impersonal communication modes,
particularly the power of stakeholders
modes, indicating high information pro- whereas highly salient stakeholders pose might change as the project proceeds
cessing needs. This can be explained by high information processing needs and in its life cycle and as project-related
the high power and legitimacy of the require more advanced personal and group decisions are made. For example, when
agents in terms of negotiating the artists’ communication modes. the decision is made to start the project,
acknowledged that cultural projects group communication modes can be communication modes. This would
matter to society and their contexts are explained by the perceived salience of be especially useful for high salience
considered to be different from those of a particular stakeholder in a specific stakeholders. Such research could also
traditional projects, understanding how phase of the project. Managers could assess links to the outcomes of stake-
cultural projects are organized and exe- use the conclusions of this study to holder communication as well as the
cuted remains under studied (Wåhlin assess the salience of their stakeholders business effects of stakeholder commu-
& Blomquist, 2014). By contributing to and their links to communication over nication; moreover, the broader area of
the understanding of stakeholder com- the project’s life cycle. Especially in the a firm’s efforts to enhance sustainability
munication modes over the life cycle of cultural project context, the framework and use stakeholder communication to
a festival project, a particular form of could be used as a basis for enhancing improve sustainability could be studied.
cultural project, this study adds to the relationships with the existing custom- In the context of our study, utilizing
emergent knowledge of the manage- ers and pursuing new audiences. The modern ICT in stakeholder communi-
ment of cultural projects. Stakeholder framework could also be used to build cations is still in its infancy. Previous
communication processes play a central commitment to agents and city officials, studies on the cultural industry have
role in managing a cultural project ’s which could benefit future projects presented similar conclusions (e.g.,
stakeholder network; however, their (Andersson & Getz, 2010). Hudson & Hudson, 2013 ). Because
role is not yet well understood (Larson, social media, such as Facebook and
2009, 2011). In addition, by identifying Limitations and Future Research LinkedIn, can offer organizations and
the relevant stakeholders in a festival A theory-elaborating case study, such their stakeholders with an effective tool
project and describing the changes in as the one utilized in this study, does for relationship building and network-
their attributes, the study provides a not lead to a validated theory, but it ing, they could be crucial in the suc-
holistic perspective on understanding does provide empirical insights and cess of festivals in the future (Hudson
the stakeholder landscapes of cultural theoretical ideas for future research. & Hudson, 2013; Waters et al., 2009).
projects and increases the understand- The empirical findings presented in this Further research could systematically
ing of their stakeholder contexts. article are based on a specific empiri- assess the use and implications of such
cal context. Future research could communication practices.
Managerial Implications engage in collecting large-scale data
The study has clear managerial impli- from other empirical contexts to test Conclusion
cations for stakeholder management the presented conclusions. Our case In this article, we reported a study on
and communication in complex and project has repetitive elements in that project stakeholder communication
uncertain environments. In particular, similar festivals have been organized over a project’s life cycle by elaborating
the study describes different ways of for several years, and the stakeholder on the information processing model
managing stakeholder communication network could be partly characterized in the context of project stakeholder
in a project context over the project’s by close and embedded ties cultivated management. Our empirical findings
life cycle. We provide descriptions of among the key participants. It is evident are based on the case study of the music
tools for practitioners, and the vari- that the established relationships and festival Qstock and the management of
ous practices for facilitating stakeholder accumulated capability for managing stakeholder communication during the
communication discussed in the article different stakeholders has implications festival project’s life cycle. Our study
can be a basis of analysis in their own for the use of different communication bridges project stakeholder manage-
project settings to manage communi- modes. It could be expected that the use ment and communication and also con-
cation and potentially develop it. The of the personal communication mode tributes to the contingency approach to
results of this study could also provide would be more extensive in one-of-a- project management, and research on
additional ideas for managers regarding kind novel projects in which the partici- cultural projects. The main conclusion
stakeholder communication in different pants had no prior experience working drawn from our study is that stake-
project phases. with one another. Future research could holder communication during a project
The results could also be used to thus assess the ways in which the nature evolves through the project ’s phases
analyze and assess stakeholders and of the project, particularly its repetitive- and can be explained by the perceived
their salience in other project contexts. ness, affects the communication modes salience of the focal stakeholder in each
Based on the findings of this study, implemented. phase of the project. In addition, the
the main conclusion is that project Another fruitful avenue of research mode of communication (i.e., imper-
stakeholder communication evolves would be to study the relations sonal, personal, and group modes) can
over the project ’s life cycle, and the among the company strategy, stake- be explained by the perceived salience
use of the impersonal, personal, and holder communication strategy, and of the stakeholder. Communication
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