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13th May 2014
Fraser Henderson, Digital Associate
The Consultation Institute (UK)
Effective
eConsultation
1. SHORT INTRODUCTION
2. BASELINE (UK PERSPECTIVE)
3. MODES OF ECONSULTATION
4. EXAMPLE PRACTICES (DIGITAL)
5. CHALLENGES
...
About TCI
The Consultation Institute’s Mission is
to seek to promote the highest
standards of public, stakeholder and
empl...
• Training for public sector employees
• Publications
• Research & analysis around good practices
• Consultation complianc...
Fraser Henderson
• Digital engagement for evidence based decision making – public
dialogue projects
• Digital engagement m...
Baseline
Engage a specific audience
Increase trust in the process
Encourage quality interactions
Enhance citizen knowledge of issue...
How is local government performing?
Source : Delib UK
Well organized web pages
Provide information on past,
present and fu...
What involvement would people like?
Base: 1,000 GB adults, 18+. June 2010
Would like to be
actively involved
Would like a
...
Deep Scepticism
Consultation Fatigue
Low involvement [1%]
Improve
trust
Smarter
process
Better
Stimulus
Improve
trust
Process Tools: Consultation Charter & Mandate
What has been decided?
What is up for influence?
What happens ...
Integrity (honest intention)
Accessibility
Visibility
Transparency
Disclosure
Fair Interpretation
Publicity
The
Consultati...
Smarter
Process
Stakeholder mapping (incl. digital domain)
Central consultation database & alerts
C an do – that is, have ...
Better
Stimulus
Digital Marketing
Rich Media, Variety of Input types, Not just survey!
Cross Platform
Early in policy cycl...
Increased response rate. Best when complement paper process
Particularly effective with younger people (<25 years)
Spill-o...
Popular modes
of eConsultation
Varied Touchpoints
Varied Objectives
TRADITIONAL - INFORMED DECISION MAKING
(POLICY/BUDGETS)
> OPTIONS AND CHOICES
IDEA SOURCING (RED TAPE CH...
ENGAGE, CAPTURE, INTERPRET, ACT
Real-time and time aware
Multi channel (incl. SMS survey)
Real time analytics, NLP includi...
Hosted Dialogue
Social Listening
Active responding
Issue
identification
Expression of
interest
Alerts
Consume
Information
Informed view
recorded
Feedback loop
Debate the
out...
Managing the
Consultee
experience
Consultation
Finder
Consultation
Alerts
Collect Views
Managing the
process
Create
materi...
Examples
√ RSS
√ FINDER
√ SEARCH
√ ALERTS
√ CLEAR SUMMARY
√ OPEN & CLOSED
X SIMPLE SURVEY
X NO ANALYTICS
√ CALENDAR
√ FINDER
√ IN-LINE FEEDBACK
X SIMPLE SURVEY
X NO ANALYTICS
X FLAT DOCUMENTS
Spanish political movement, El Partido del Futuro –
Annotate text (Manifesto / agenda)
Challenges
Misconceptions
LOUDEST VOICE
FLAMING
DATA PROTECTION & SCRAPING
Integration (e.g. paper)
Moderation v facilitation
Qualitative data
Identity versus quality
Immediacy
Volume
Managing the
Consultee
experience
Consultation
Finder
Consultation
Alerts
Collect Views
Managing the
process
Create
Materi...
Summary
LEVEL ONE (BASIC): SHARE AND CONNECT
Provide feedback
Increase public support for decisions already taken
Enhance citizen ...
LEVEL TWO (INTERMEDIATE):
INCLUDE +SHARE AND CONNECT
Stimulate involvement and awareness
Gather input for decision making
...
LEVEL THREE (ADVANCED):
INTERACT + INCLUDE + SHARE AND CONNECT
Prevent the spread of misinformation
Engage a specific audi...
No ‘one size’ fits all
Fragmented solution
market
Consultee experience is
key
Consultation Integrity
Framing (mandate)
CLE...
@frazzy123
Fraser.Henderson@btinternet.com
www.mrhenderson.org
Questions?
Effective eConsultation
Effective eConsultation
Effective eConsultation
Effective eConsultation
Effective eConsultation
Effective eConsultation
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Effective eConsultation

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Effective eConsultation

  1. 1. 13th May 2014 Fraser Henderson, Digital Associate The Consultation Institute (UK) Effective eConsultation
  2. 2. 1. SHORT INTRODUCTION 2. BASELINE (UK PERSPECTIVE) 3. MODES OF ECONSULTATION 4. EXAMPLE PRACTICES (DIGITAL) 5. CHALLENGES 6. SUMMARY
  3. 3. About TCI The Consultation Institute’s Mission is to seek to promote the highest standards of public, stakeholder and employee consultation by initiating research, publications and specialist events in order to disseminate best practice and improve subsequent decision-making. • Established 2003 • Not for profit • 10 FT members of staff • 27 professional associates
  4. 4. • Training for public sector employees • Publications • Research & analysis around good practices • Consultation compliance assessments • Software assessments (quality seal) • Registered facilitators scheme • Knowledge base Links to Huddersfield University
  5. 5. Fraser Henderson • Digital engagement for evidence based decision making – public dialogue projects • Digital engagement methods (engagementdb.org) • eDemocracy, e.g. ePetitions (involved in roll-out of UK system in 2006) • Online consultation, social media monitoring • Digital systems for redress and dispute resolution – e.g. storytelling (www.ourhousing.org)
  6. 6. Baseline
  7. 7. Engage a specific audience Increase trust in the process Encourage quality interactions Enhance citizen knowledge of issues Prevent the spread of misinformation Gather input on policy development Increase public support for decisions already taken Obtain better informed opinions Stimulate involvement Provide project feedback Anti corrpution Broaden dialogue Deepen dialogue Extend dialogue Motivation for going digital New Normal Supply + Deman (Expectation Management)
  8. 8. How is local government performing? Source : Delib UK Well organized web pages Provide information on past, present and future consultations Have no ability to respond to consultations online Usability and accessibility issues 20% 20% 25% 40%
  9. 9. What involvement would people like? Base: 1,000 GB adults, 18+. June 2010 Would like to be actively involved Would like a say in decisions Would like Information only Not interested as long as experts involved 4% 38% 32% 26%
  10. 10. Deep Scepticism Consultation Fatigue Low involvement [1%] Improve trust Smarter process Better Stimulus
  11. 11. Improve trust Process Tools: Consultation Charter & Mandate What has been decided? What is up for influence? What happens to my contribution? Gunning Principles (Law) Consideration time, Predetermination, Evidence, Eval INTEGRITY
  12. 12. Integrity (honest intention) Accessibility Visibility Transparency Disclosure Fair Interpretation Publicity The Consultation Charter
  13. 13. Smarter Process Stakeholder mapping (incl. digital domain) Central consultation database & alerts C an do – that is, have the resources and knowledge to participate; L ike to – that is, have a sense of attachment that reinforces participation; E nabled to – that is, are provided with the opportunity for participation; A sked to – that is, are mobilised by official bodies or voluntary groups; R esponded to – that is, see evidence that their views have been considered. DESIGN
  14. 14. Better Stimulus Digital Marketing Rich Media, Variety of Input types, Not just survey! Cross Platform Early in policy cycle (e.g. public dialogue) Horizontal & vertical dialogues IMPLEMENTATION
  15. 15. Increased response rate. Best when complement paper process Particularly effective with younger people (<25 years) Spill-over effect. Offline participation increases Cost effective compared to paper process Most (c.80%) people interested in seeing other responses Impact of eConsultation
  16. 16. Popular modes of eConsultation
  17. 17. Varied Touchpoints
  18. 18. Varied Objectives TRADITIONAL - INFORMED DECISION MAKING (POLICY/BUDGETS) > OPTIONS AND CHOICES IDEA SOURCING (RED TAPE CHALLENGE) >OPEN ENDED
  19. 19. ENGAGE, CAPTURE, INTERPRET, ACT Real-time and time aware Multi channel (incl. SMS survey) Real time analytics, NLP including speech analytics Real time reporting dashboards Real time decisioning and agent guidance Continual Feedback
  20. 20. Hosted Dialogue Social Listening Active responding
  21. 21. Issue identification Expression of interest Alerts Consume Information Informed view recorded Feedback loop Debate the outcome Clear consultation mandate No predetermination All evidence in open Sufficient time for consideration Guided Targeted marketing
  22. 22. Managing the Consultee experience Consultation Finder Consultation Alerts Collect Views Managing the process Create materials Project Management Interfaces and connectors Managing the dialogue Monitoring Safeguards Stakeholder Management Managing the results Analysis module Reporting Feedback
  23. 23. Examples
  24. 24. √ RSS √ FINDER √ SEARCH √ ALERTS √ CLEAR SUMMARY √ OPEN & CLOSED X SIMPLE SURVEY X NO ANALYTICS
  25. 25. √ CALENDAR √ FINDER √ IN-LINE FEEDBACK X SIMPLE SURVEY X NO ANALYTICS X FLAT DOCUMENTS
  26. 26. Spanish political movement, El Partido del Futuro – Annotate text (Manifesto / agenda)
  27. 27. Challenges
  28. 28. Misconceptions LOUDEST VOICE FLAMING DATA PROTECTION & SCRAPING
  29. 29. Integration (e.g. paper) Moderation v facilitation Qualitative data
  30. 30. Identity versus quality Immediacy Volume
  31. 31. Managing the Consultee experience Consultation Finder Consultation Alerts Collect Views Managing the process Create Materials Project Management Interfaces and connectors Managing the dialogue Monitoring Safeguards Stakeholder Management Managing the results Analysis module Reporting Feedback
  32. 32. Summary
  33. 33. LEVEL ONE (BASIC): SHARE AND CONNECT Provide feedback Increase public support for decisions already taken Enhance citizen knowledge of issues Increase trust in the process Broaden dialogue (increase reach) Examples have varied quality
  34. 34. LEVEL TWO (INTERMEDIATE): INCLUDE +SHARE AND CONNECT Stimulate involvement and awareness Gather input for decision making Obtain better informed opinions Encourage quality interactions Elongate dialogue around issues Examples have varied quality
  35. 35. LEVEL THREE (ADVANCED): INTERACT + INCLUDE + SHARE AND CONNECT Prevent the spread of misinformation Engage a specific audience Deepen dialogue around issues Examples have varied quality
  36. 36. No ‘one size’ fits all Fragmented solution market Consultee experience is key Consultation Integrity Framing (mandate) CLEAR principle
  37. 37. @frazzy123 Fraser.Henderson@btinternet.com www.mrhenderson.org Questions?

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