Communication and Implementation: Sustaining the Practice


Communication and Implementation

Communication and Implementation is the sixth of six books in the Measurement and Evaluation Series from Pfeiffer. The proven ROI Methodology—developed by the ROI Institute—provides a practical system for evaluation planning, data collection, data analysis, and reporting. All six books in the series offer the latest tools, most current research, and practical advice for measuring ROI in a variety of settings.


See more details below
$35.78 price
(Save 16%)$43.00 List Price
Other sellers (Paperback)
  • All (9) from $27.69   
  • New (4) from $28.02   
  • Used (5) from $27.68   
Sending request ...


Communication and Implementation

Communication and Implementation is the sixth of six books in the Measurement and Evaluation Series from Pfeiffer. The proven ROI Methodology—developed by the ROI Institute—provides a practical system for evaluation planning, data collection, data analysis, and reporting. All six books in the series offer the latest tools, most current research, and practical advice for measuring ROI in a variety of settings.

Communication and Implementation explores two important topics that are vital to the ROI Methodology—reporting results and sustaining the process. The authors show how to report results that will ensure that the audience has the information needed so that the improvement processes will be implemented successfully. The book explores the range of reporting methods, including face-to-face meetings, brief reports, one-page summaries, routine communication, mass-audience techniques, and electronic communications. The authors offer suggestions for determining the best methods to employ. In addition, Communication and Implementation contains information on how to keep the ROI process going for the long haul and how to make it a valued process for any organization.

Read More Show Less

Product Details

  • ISBN-13: 9780787987220
  • Publisher: Wiley
  • Publication date: 1/2/2008
  • Series: Measurement and Evaluation Series , #5
  • Edition number: 1
  • Pages: 224
  • Product dimensions: 6.06 (w) x 9.09 (h) x 0.55 (d)

Meet the Author

Jack J. Phillips is chairman of the ROI Institute, Inc. A world-renowned expert on measurement and evaluation, Phillips provides consulting services to Fortune 500 companies and workshops for major conference providers throughout the world. Phillips is the author or editor of more than thirty books and more than one hundred articles.

Wendi Friedman Tush is president of the Lexicomm Group, a strategic communications consulting company. The Lexicomm Group specializes in "thought leadership" marketing and raises executive profiles, revitalizes corporate identities, changes hearts and minds, and provides crisis management for companies and their key executives. Tush has rebranded, repositioned, and created strategic communications and public relations campaigns for many CEOs and companies.

The ROI Institute, Inc., is a benchmarking, research, and information sharing organization that provides consulting services, workshops, and certification in the ROI Methodology. Widely considered the leading authority on evaluation and measurement of learning and development in organizations, the ROI Institute conducts workshops and offers certification for thousands of practitioners through a variety of strategic partners.

Read More Show Less

Table of Contents

Acknowledgments from the Editors.

Principles of the ROI Methodology.

1. Reporting Results.

The Importance of Communication.

Principles of Communicating Results.

Timely Communication.

Targeted Communication.

Effective Media Selection.

Unbiased and Modest Communication.

Consistent Communication.

Testimonials from Respected Individuals.

Communication Strategy Shaped by the Audience’s Opinion of the Program Team.

Analysis of the Need for Communication.

Communication Planning.

Communication Policies.

Communication Plan for the Entire Program.

Communication Plan for the Impact Study.

Audience Selection.

Preliminary Issues.

Basis for Selecting the Audience.

Development of the Information: The Impact Study.

Executive Summary.

Background Information.


Evaluation Strategy or Methodology.

Data Collection and Analysis.

Program Costs.

Reaction and Planned Action.

Learning and Confidence.

Application and Implementation.

Business Impact.

Return on Investment.

Intangible Measures.

Barriers and Enablers.

Conclusions and Recommendations.

Report Development.

Selection of Communication Media.


Staff Meetings.

Manager Meetings.

Best-Practice Meetings.

Business Update Meetings.

Progress Reports.

Organizational Publications and Standard Communication Tools.

E-Mail and Electronic Media.


Case Studies.

A Case Example.

Process of Communication.

Providing Continual Feedback.

Presenting Impact Study Data to Senior Management.

Communicating with Executives and Sponsors.

Strengthen the Relationship with Executives.

Distribute Memos on Program Results.

Ask Executives to Participate in Program Review.

Analysis of Reactions to Communication.

Creating a Macro-Level Scorecard.

Advantages of a Macro-Level Scorecard.


Final Thoughts.

2. Making the Transition to the ROI Methodology.

Overcoming Resistance to the ROI Methodology.

Resistance Is Always Present.

Implementation Is Key.

Consistency Is Necessary.

Efficiency Is Always an Issue.

Transition Issues.

Transition-Planning Steps.

Step 1: Assess Readiness.

Step 2: Overcome Resistance.

Step 3: Communicate a Vision.

Step 4: Manage the Transition.

Step 5: Establish Management Infrastructure to Support the Process.

Prepare Policy, Procedures, and Guidelines.

Structure ROI as a Learning Tool, Not a Performance Evaluation Tool.

Develop a Project Plan.

Integrate Cost-Saving Methods.

Final Thoughts.

3. Building Capability and Support.

Fundamental Issues in Implementing the ROI Methodology.

Identifying a Champion.

Developing the ROI Leader.

Assigning Responsibilities.

Tapping into a Network.

The ROI Network.

Local Networks.

Internal Networks.

Developing Evaluation Targets for the Staff.

Preparing the Program Staff.

Involving the Staff.

Using ROI as a Learning Tool.

Addressing Objections to Implementation.

Teaching the Staff.

ROI Evaluations.

Selecting Programs for ROI Evaluation.

Reporting Progress.

Preparing the Management Team.

Building an Effective Partnership Between Program Staff and Senior Management.

Training Managers.

Target Audience.


Enlisting Support from Top Management.


The Overall Importance of Programs.

The Impact of Programs.

The Process of Program Development and Evaluation.

Responsibilities During the Process.

Active Involvement.

Monitoring Progress and Communicating Results.

Final Thoughts.

4. Sustaining the Use of the ROI Methodology: Keeping the Process on Track.

The Challenges of Sustainability.

Stages of Implementation.

Stage 1: Recognition.

Stage 2: Reservation.

Stage 3: Renewal.

Stage 4: Integration.

Actions That Sustain the ROI Methodology.

Publishing Case Studies.

Holding Annual Progress Reviews.

Calculating the ROI on Implementation of the ROI Methodology.

Reviewing Staff Roles.

Establishing Mechanisms for Continuous Improvement.

Development of Best Practices.

Best Practice 1.

Best Practice 2.

Best Practice 3.

Best Practice 4.

Best Practice 5.

Best Practice 6.

Best Practice 7.

Best Practice 8.

Best Practice 9.

Best Practice 10.

Best Practice 11.


Final Thoughts.

About the Authors.


Read More Show Less

Customer Reviews

Be the first to write a review
( 0 )
Rating Distribution

5 Star


4 Star


3 Star


2 Star


1 Star


Your Rating:

Your Name: Create a Pen Name or

Barnes & Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation


  • - By submitting a review, you grant to Barnes & and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Terms of Use.
  • - Barnes & reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identity on It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously

    If you find inappropriate content, please report it to Barnes & Noble
    Why is this product inappropriate?
    Comments (optional)