What are the best ways to manage stakeholder expectations when reporting on technical issues?

1 Identify your stakeholders

The first step is to identify who your stakeholders are and what they need to know. Stakeholders can include clients, users, managers, team members, or anyone else who has an interest or influence in your project. Depending on their role and level of involvement, they may have different expectations and preferences for how and when you report on technical issues. For example, a client may want to know the business impact and the timeline, while a user may want to know the workaround and the feedback channel. To avoid confusion and misunderstanding, you should map out your stakeholders and their information needs before you start reporting.

3 Use clear and simple language

The third step is to use clear and simple language when reporting on technical issues. Technical issues can be difficult to explain and understand, especially for non-technical stakeholders. You should avoid jargon, acronyms, and technical details that may confuse or overwhelm your stakeholders. Instead, you should focus on the problem, the solution, and the impact in plain and concise language. You should also provide context, examples, and visuals to help your stakeholders grasp the situation. For example, instead of saying "The API is down due to a server error", you could say "The system that connects our app to the database is not working because of a problem with the computer that hosts it. This means that you may not be able to access some features or data until we fix it."

4 Be honest and realistic

The fourth step is to be honest and realistic when reporting on technical issues. Technical issues can be unpredictable and challenging, and you may not have all the answers or solutions at hand. You should not make promises or assumptions that you cannot keep or verify. Instead, you should acknowledge the issue, explain what you are doing to resolve it, and provide realistic estimates and expectations. You should also update your stakeholders regularly on the progress and changes, and admit if you encounter any setbacks or difficulties. By being honest and realistic, you can build trust and credibility with your stakeholders.

5 Highlight the benefits and value

The fifth step is to highlight the benefits and value when reporting on technical issues. Technical issues can be frustrating and discouraging, but they can also be opportunities for improvement and learning. You should not focus only on the negative aspects of the issue, but also on the positive outcomes and benefits that it can bring. For example, you can show how the issue can help you identify and fix bugs, enhance performance, increase security, or add features. You can also demonstrate how the issue can help you learn new skills, gain insights, or collaborate better. By highlighting the benefits and value, you can motivate and inspire your stakeholders.

6 Solicit feedback and input

The sixth step is to solicit feedback and input when reporting on technical issues. Technical issues can affect your stakeholders in different ways, and they may have questions, concerns, or suggestions that you need to address. You should not ignore or dismiss their feedback and input, but rather welcome and encourage it. You should listen actively, empathize, and respond respectfully and constructively. You should also ask for their opinions, ideas, or preferences on how to solve or prevent the issue. By soliciting feedback and input, you can engage and involve your stakeholders.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?