Keep the plan separate from the project schedule. The schedule describes the work and its deadlines. The communication plan describes how people share progress, request decisions, and report problems during that work.
Copy the communication plan template
Replace the bracketed prompts with agreed details. Share the completed plan with the client and ask them to confirm their responsibilities. Do not treat an unanswered message as approval.
Client communication plan
Project: [Project name and agreed scope]
Plan owner: [Person responsible for keeping this plan current]
Who receives messages
Main client contact: [Name and role]
Approval owner: [Person authorised to approve work or changes]
Other recipients: [People who need updates and why]
Backup contact: [Person to contact when the main contact is unavailable]
What we send
Progress updates: [Completed work, next work, problems, and requests]
Review requests: [Work to review and the decision needed]
Change requests: [Proposed change and its effect on cost or timing]
Channel and record
Regular updates: [Agreed email address or shared project page]
Files for review: [Agreed folder or review tool]
Urgent problems: [Agreed contact method]
Saved decisions: [Location for written approvals and call summaries]
Cadence and ownership
Regular update timing: [Agreed frequency and sending time]
Update sender: [Person responsible for sending]
Client response window: [Agreed time allowed for review]
Review owner: [Person responsible for collecting client feedback]
Problem escalation
Send an urgent notice when: [Specific condition affecting the project]
First contact: [Person responsible for responding]
If there is no reply: [When to follow up and who to contact next]
Work while waiting: [What continues and what pauses]
Plan review
Review this plan when: [A contact, scope, or working arrangement changes]
Approval record: [Where confirmation of this plan is saved]
Fill in your project management communication plan
Who needs each message
Name the main client contact and the person with approval authority. They are not always the same person. Ask whether the main contact can approve drafts, spending, and scope changes. Record any limits on their authority.
Include other recipients only when they need the information. A client reviewer needs the draft and a clear request. Someone responsible for payment needs the agreed billing information. Avoid sending private project details to everyone involved in the account.
What each message includes
Define the content of a regular update before choosing its length. Include finished work, the next task, any problem, and any decision needed from the client. The weekly client update guide explains how to write that update.
Keep approval requests clear. State which file the client should review and what approval means. For a scope change, describe the requested work and its effect on the agreed cost or schedule. Get written approval before starting work outside the agreed scope.
Which channel to use
Choose a channel the client already checks. Agree where you will send updates and where the client will leave feedback. Keep a written record of decisions in an agreed location, even when you discuss them by phone.
Separate urgent contact from routine updates. Agree what counts as urgent and which contact method to use. A missing file that stops delivery needs different treatment from a minor wording question. Check that everyone can open the shared files before the first review.
Cadence and owner
Cadence means how often you send a message. Choose a regular update frequency that fits the project. Also agree when to send review requests, such as when a draft is ready for approval. Do not wait for a regular update if the client needs to make a decision before work can continue.
Assign an owner for sending updates and another for collecting client feedback. On a freelance project, you usually send the updates. Ask the client to collect comments from their reviewers into an agreed response. Use the questions to ask before your first update to confirm expectations before sending.
How to escalate a problem
Escalation means taking an unresolved problem to the person authorised to resolve it. Define the trigger, first contact, follow-up point, and backup contact. Use an agreed response window rather than assuming the client is available immediately.
Explain what happens while you wait. State which task pauses and which work continues. In the problem message, describe the effect on delivery and ask for a specific action. Record a revised deadline only after you and the client agree to it.
Illustrative freelance example
The example below is invented to show how to fill in the plan. It is not a customer story. The roles describe a freelance website project without invented names, dates, or figures.
Client communication plan
Project: Website service page rewrite within the approved scope
Plan owner: Freelance writer
Who receives messages
Main client contact: Marketing lead
Approval owner: Business owner
Other recipients: Website editor, for approved copy handoff
Backup contact: Business owner when the marketing lead is unavailable
What we send
Progress updates: Finished drafts, next writing task, missing inputs, and approval requests
Review requests: The current draft and the sections requiring approval
Change requests: Additional pages and their effect on the agreed fee and delivery
Channel and record
Regular updates: The agreed project email thread
Files for review: The shared draft folder
Urgent problems: A call to the main client contact
Saved decisions: The project email thread, with written call summaries
Cadence and ownership
Regular update timing: Weekly, at the agreed sending time
Update sender: Freelance writer
Client response window: The review period agreed before each draft is sent
Review owner: Marketing lead, who collects comments from client reviewers
Problem escalation
Send an urgent notice when: Missing source material prevents the next draft
First contact: Marketing lead
If there is no reply: Contact the business owner when the agreed response window ends
Work while waiting: Pause the affected page and continue drafts with approved source material
Plan review
Review this plan when: The client changes a reviewer or requests additional pages
Approval record: Client confirmation in the project email thread
Replace role labels with confirmed contacts before using the example. Agree the sending time and response window rather than leaving them undefined. Use the client communication checklist to review your completed plan before sharing it.
Common questions
What should a client communication plan include?
Include recipients, message content, channels, timing, owners, and an escalation process. Record where approvals are saved. Keep the plan short enough for the client to read before confirming it.
How often should I send client updates?
Agree a regular frequency with the client based on the pace of the work. Send a separate notice when a problem affects delivery or a decision is needed. Tell the client when the next update is due, even during a review period with no new draft.
Does a freelance project need a communication plan?
Yes. A freelancer and a client still need to agree who approves work and how feedback arrives. For a small project, paste the completed plan into the project email thread instead of creating a separate document.
What should I do when the client does not reply?
Follow the agreed escalation process after the response window ends. State the unanswered request and the work affected. Do not assume approval or silently move the delivery date. Ask the backup contact to confirm the next action.
How should I record decisions made during a call?
Send a written summary in the agreed channel after the call. Name the approved change, the person who approved it, and any effect on cost or delivery. Ask the approval owner to confirm the summary before acting on a change outside the agreed scope.