We kicked off our 2016 user groups in fine style up in Edinburgh this week. This one was hosted in collaboration with the Scottish Government, and the day was particularly exciting as it included our very first Dialogue user group in the afternoon. The user groups are a regular opportunity for customers to catch up, to see how others in similar roles are using their platforms to manage their online consultation and engagement activity, and hopefully to pick up some interesting tips and insights.
1. Timing is key
This is particularly pertinent as many of our UK customers are currently in purdah (pre-election period), so are not able to begin new consultations and would have needed to time their engagement activity carefully before this period began.
The key is ensuring consultation or challenge launch, promotion and feedback are timed correctly as this can impact on the success of the exercise. This might include timing promotion throughout the consultation period and not just at the start and end. Or when it comes to Dialogue, giving a challenge a specific window of time to run, as this can encourage participation:
“Dialogue has to be alive, the shorter a challenge is open the better”
Christine Connolly , Digital Engagement Manager, The Scottish Government
Our Dialogue Success Guide has a few tips on structuring when you run your challenges.
2. Using Dialogue for Participatory Budgeting (PB) can help generate ideas which may otherwise have not been heard
At the beginning of 2016, Glasgow City Council used their Dialogue instance to consult on how they should save £130m in their budget consultation. In order to consult with as many stakeholders as possible, Glasgow ran their budget challenge at the same time as three associated events. What was immediately clear, was that the ideas generated at the events were different to those which had been received online. This helped ensure that views were heard from stakeholders who might not have otherwise provided their thoughts on the topic.
3. Processes are made for sharing
One of the most useful outputs of our user groups is hearing how our users create processes around their tools which can then be shared with other organisations. In our first UK user group in 2014, we heard how Leicester City Council had implemented a consultation tracker to manage their consultation activity – an idea for an effective process which came up again during our Scottish user group. If a consultation wasn’t listed on the tracker by a certain date it, then it wouldn’t be published on Citizen Space: this helped Leicester CC to ensure consistency in approach by giving them enough time to create quality consultations.
4. Review and improve little and often
Both Edinburgh City Council and the Scottish Government are not only reviewing their processes internally, but are also asking their respondents to feedback to them on how they have found the consultation. They do this by asking a standard question at the end of all surveys, meaning it’s possible for them to track satisfaction levels and to review their approach to online consultation.
5. Making the most of the Citizen Space support page can really help internal processes
One of our digital heroes, Emma McEwan presented how Edinburgh City Council have adopted their Citizen Space in the last couple of years. Following the launch of Citizen Space version 2 last year, Edinburgh were able to add in a support page to their instance detailing how to get support with online consultation from inside the council, and also sharing an issues log of what questions or queries had been raised and the associated answers.
6. Make the most of the digital toolbox already availableMaking the most of existing digital tools can help compliment an engagement exercise. Glasgow City Council have one of the largest Twitter followings of any local authority in the UK. With this expertise, they decided to take a similar approach to running their budget challenge on Dialogue as they do on Twitter.
“We didn’t want to be too heavy-handed in our approach when it came to moderation. We really wanted to let the conversation flow as much as possible on Dialogue like we do on Twitter”
Gary Hurr, Strategic Web and Customer Care Manager, Glasgow City Council
In order to ensure that Glasgow City Council ran a well-promoted budgeting exercise, its chief executive hosted a Twitter Q&A and they published the outputs on their budget page. In order to feedback on the whole process, the council used Storify to display the Tweets received.
7. Don’t let anything slip through the net: supporting your users
Digital engagement includes a broad spectrum of responsibilities and knowledge learnt. Tools like Zendesk can help ensure this knowledge is recorded and shared in the right way and that your colleagues’ requests for your expert help don’t get lost in your overflowing inbox. At Delib, we use Zendesk to manage our online support and knowledge base of help articles. It’s a pretty big job to keep this updated, but an important one to support the thousands of people that use our software. The Government Digital Service (GDS, UK) has also been using Zendesk since 2012 and the Department for Business Innovation and Skills (BIS, UK) also uses Zendesk to manage its digital ticketing work flow.
8. Make something you are proud to share and use plain English
This was a key message from most customers at the user group and one of Edinburgh City Council’s key learnings since adopting their Citizen Space instance in 2014. Making something you are proud to share goes hand in hand with giving yourself the time to pilot surveys. Often you will know when a big consultation is about to spring up, but the smaller ones can slip through the net without any quality assurance run against them to check whether they have been translated from policy speak to plain English.
9. Running internal meetings with colleagues can help share important messages about how you do online consultation
Another of the key questions which came out of the user group was around how to encourage different teams to begin doing online consultation (adopting a de-centralised approach) and to ensure the quality of consultations they are running is high. To help solve this, Edinburgh City Council run regular internal meetings with their Citizen Space ‘power users’ alongside their own internal user group twice a year to share information and best practice.
10. Decide early how you are going to analyse and feedback to respondents, but be open to adapting your planned approach
Before launching the budget challenge on their Dialogue instance, Edinburgh City Council decided that they would get back to the top five highest rated ideas as part of their feedback process. As it turned out, the top five which had the highest rated average vote didn’t fully capture other ideas which generated equally important discussions, so they responded to the top fifteen ideas: adapting their feedback criteria appropriately.
We hope you enjoyed the user group as much as we did and if you didn’t have time to attend don’t fret we’ll most certainly be holding more user groups in 2016 with London up next. In 2015, we ran no fewer than 5 user groups around the world: kicking off in Scotland and finishing in Australia. Here’s a summary of the other user groups we ran around the world last year: