Author: RowenaF (Page 1 of 3)

8 lessons learnt from the ‘design as a democratic force’ event in Canberra

I’m currently on secondment to the Australian arm of Delib for a couple of months to help train our new Account Manager Mick. I normally work as an Account Manager in our Bristol office, so it’s great to be part of the Australian team for a short while! To round up my first week in Canberra, I spent Friday morning listening to four brilliant speakers as part of the Design Canberra festival session discussing the idea of ‘Design as a democratic force’. The session focused on two key themes: addressing the decline of trust in Australia’s democratic institutions and how user-centered design can help rebuild this trust. Here are my key take homes from the event:

1) Trust in government and democratic decisions in Australia is at its lowest level since 1996

Mark Evans from the University of Canberra presented findings from a survey that he’s been involved in about public trust in government and democratic decisions. Despite 25 years of economic growth in Australia, the survey found that trust is actually at its lowest levels since the early 1990s. Mark’s team conducted both a survey and 14 focus groups to help explore this topic which included examining how Australians imagine their democracy and what they want from politicians. They found that Australians wanted politicians to keep their promises and be honest and empathetic.

2) Let’s not forget Maslow’s hierarchy of needs when it comes to democratic decisions

Damien from the Department of Human Services Design Hub spoke about the experiences of the Department of Human Services when it comes to political decisions. He advocated exploring what citizens are ‘aspiring towards’ rather than asking them what they ‘want’ right now. If citizens don’t have their basic needs met, then they don’t have the head space to start thinking about the next level up in terms of political participation and decisions.

3) Young Australians are participating in politics more than ever before

Mark Evan’s research also found that the ‘baby boomers’ generation are the most disillusioned about politics; but there is a strong interest and knowledge in politics amongst young Australians. Although this participation isn’t always traceable by ‘traditional’ means, it’s definitely prevalent.

4) The future is in efficient citizen-centric digital services

During the event breakout sessions, Australian civil servants described how their roles have been traditionally blocked or hampered by the need to move off ‘X old system’ or towards purchasing ‘Y tool’ which will help speed up service delivery. Meanwhile citizens are already moving full steam ahead and using digital services natively. Citizen expectation is growing when it comes to digital tools and services.

During the event Mark Evans from Canberra University said “Our research shows that Australians are enamoured with digital services: especially those which have been co-designed”

5) Social sciences are increasing in importance and helping to drive human-focused services forward

There is a resurgence in the importance of social sciences in political decision making. No longer are decisions made simply by economists or based on numbers. Instead, social sciences and human-centred research methods such as working directly with and observing citizens in situ are becoming increasingly important.

6) Co-design is a powerful strategy in helping leaders to get ‘ahead of the curve’

Over the past decade, governments around Australia have become increasingly open to experimentation, and have matured their design capability. Co-design helps solve problems beyond the realm of politicians. However, we need to be mindful not to almost become too user-centric in this approach and leave out the political leaders who have the power to push these changes forward. We should never underestimate the importance of strong leadership in government.

“It’s great to have co-design. But sometimes the overall decisions need to be made by a really strong leader,” stated Nina Terry, Think Place Global.

7) Ideas need to originate from Citizens

The Department of Human Services talked about how an idea is sometimes ‘handed down’ rather than suggested from the ‘bottom up’ by citizens. This can mean that instead of working with a problem which has been organically suggested, you end up building on an existing idea which can increase the chances of the idea going wrong further down the line.

“The challenge we’re having at the Department of Human Services is that we’re working with ideas that have already been suggested and handed down to be worked through. We need to step back and gather ideas from citizens first” Damien Tobin, The Department of Human Services.

8) Government needs to become an enabler rather than a ‘top down’ force

One of the themes discussed towards the end of the session was about whether the type of democracy as we know it today is still valid for Australia in the 21st century. Related to this, is the question of re-positioning government to work more directly for its citizens.

Despite the disillusioned sentiments towards politics, it’s clear that with the right leadership and tools there is an opportunity to effectively connect citizens with decision making on a level which works for both government departments and citizens. As one of the participants in my break-out session pointed out: “Maybe we don’t want everyone to trust government and we do want to keep some tension in that space”.

Massive thanks to the Design Canberra Festival, Think Place and the Department of Human Services Design Hub for hosting such a thought-provoking session.

8 lessons learnt from Web Summit 2017

Last week, I was fortunate enough to attend Web Summit (one of the largest tech conferences in the world with 60,000 attendees) held in Portugal’s lovely capital Lisbon for the second year running. I was able to attend thanks to purchasing one of the heavily subsidised ‘women in tech’ ticket a few months back: which makes it much more affordable for women to get involved.

Web Summit is by far the largest and most international conference I’ve ever been to. To be honest, the first day was actually a little overwhelming, as there are four large arenas of stands and talks; but I soon got into it. As with most conferences, despite the long list of amazing talks I was fortunate enough to attend, it’s often the conversations with fellow peers and new acquaintances over lunch, or after the conference, which leave you feeling most inspired. We had a buzzword bingo board running for the event, and the term ‘disrupt’ was well and truly awarded the most overused word during the summit!

Standout talks for me were from representatives of Lego, Reddit and Stack Overflow. Key themes of the conference included consumers taking back control over their privacy, the opportunities presented by AI and new technologies such as Blockchain and the importance of digital literacy and de-mystifying the world of tech. The conference left me feeling inspired and excited to be working as a ‘woman in tech’.  Here’s a few of my take home points from the talks I chose to attend:

1) We need to be mindful of ‘echo chambers’

Steve Huffman (CEO of Reddit) talked about the importance of being mindful of ’echo chambers’ (a metaphorical description of when beliefs are ‘amplified’ by communication inside a defined system such as Reddit and social media). Social media is increasingly fuelling such echo chambers, and is causing users to reinforce their own political opinion. Companies like Reddit are however, working hard to make users more self-aware of this.

“Variety is the spice of life, we want our users to see other peoples’ opinions” Steve Huffman, CEO of Reddit

This talk got me thinking about the importance of ‘neutrality’ and starting with a ‘level playing field’ when using digital tools in government. By using tool such as Dialogue to host a conversation, users are hopefully able to break away from such echo chambers.

2) The future of work is changing but we’re yet to fully embrace it

Upwork presented some really interesting findings following a recent survey they conducted with freelancers within the ‘freelance economy’. Both North America and Europe have seen a huge growth in the number of freelancers over the past five years: enabling more people to adapt work around their lives rather than life around their work. Finding number one, was to move away from calling it the ‘gig economy’ which has negative connotations and instead call it ‘the freelance economy’.

Upwork also noted how we’re living in an age of paradox when it comes to where we work: we choose to live our lives in expensive cities even though we no longer have to due to technological advances in communication, for example. With the advent of the internet, we are also living in an era of lifelong learning. Employees and freelancers are choosing to build their own individual ‘skills banks’ rather than honing in on a singular skill set and career.

3) Platforms don’t always need a ‘full overhaul’

Steve Huffman and Mark Mayo (SVP of Firefox) were both humble and honest about the fact that their products haven’t been the ‘top of their game’ over the past couple of years. Both were open about the time taken, challenges and plans to make them better. Central to this was the importance of placing their users at the heart of the re-design process. Reddit for example, have chosen to keep some of the same look and feel that users love, and Firefox are designing their new browser experience for a 300 USD Acer computer because that’s what the majority of its users have.

4) We need to maintain active and effective channels of communication 

Stuart Butterfield, CEO and co-founder of Slack, gave a fantastic talk on the importance of continually innovating and re-inventing ‘channel use’. Slack itself has thousands of channels which they actively use internally: including handy ‘triage’ channels which help direct queries and unblock communication between teams. Tools such as Slack are helping to re-invent the way people work: and this isn’t just down to the features included in the product, it’s down to the way that their users are adapting processes around the tool.

5) We need to re-build consumer trust

There were lots of talks and comments during discussions at Web Summit about ‘taking back’ and re-gaining consumer rights over privacy. However this message of distrust is also having a negative effect on the demand for new features and innovation. Joel Spolsky (Co-Founder and CEO of Stack Overflow) noted how consumer curiosity drives the demand for innovation, but if users increasingly want their information to be out of view (Stack Overflow are in the process of building an internal view for example) technological advances will suffer as a result.

6) Women need to ask for promotions more

During a talk on diversity in tech, Blake Irving (CEO, GoDaddy) spoke about how women are far less likely to actively push for a promotion. Blake talked about the importance of peer reviews and effective channels of communication to help enable this. This was also a theme I overheard three different groups of people talking about during the conference. Women in tech: let’s encourage each others to push for promotions!

7) We need to ‘de-mystify’ technology


Rebecca Parsons (CTO, Thoughtworks) gave a fantastic closing speech titled ‘everybody code now’ where she advocated for the importance of ’empowering more people to understand exactly what it is that we’re doing when it comes to tech’. She noted how we’ve lost touch with how computers work and have been built: citing how the inventor of the Raspberry Pi wanted to create something that his students could use to grasp how computers work.

“If we can think of technology as something that we play with then you can empower people.” (Rebecca Parsons, CTO, Thoughtworks)

Not everyone needs to learn to code, they need to learn to ‘appreciate code’: if you can understand what it does, then that gives you the power over it, rather than the other way around.

8) We need a diverse workforce 

Lars Silberbauer (Global Director of Social Media, Lego) talked about the fantastic diversity used in their approach to marketing in his talk titled ‘levering the creative power of communities’. By using real life metrics and a diverse work force, Lego are able to use different channels and tools to help drive their global brand experience. Rebecca Parsons also echoed the importance of having a diverse workforce, noting that “real problems will be solved by a diverse group of people coming together and using technology as a tool.”

The best thing about Web Summit for me? Having 170+ nationalities all in one conference centre and genuinely feeling part of a global tech community. Massive thanks to WebSummit for offering the women in tech tickets for a second year in a row and to Delib for letting me take time out to experience such an amazing conference.

Introducing our 2017 London and Canberra User Groups

After kicking off our 2017 user groups in Scotland and Northern Ireland in April and May, we’re now firmly looking ahead to our next 2017 user groups in London and Canberra. The Department of Health have kindly agreed to co-host the London event with us on Wednesday 11th October in their Westminster office. Hot on the heels of our London user group, we’re also getting plans in place for our Australian user group which will be in Canberra in late October.

In 2016, we ran no fewer than 5 user groups around the world: kicking off in Scotland before heading to Australia and finishing up in London. If you’re not sure what to expect, check out these learnings from our user group in London last year.

BIS-Digtial-Engagement-300x135

Image courtesy of @beisgovuk the Department for Business, Energy & Industrial Strategy (UK)

Who is the user group for?
Site Admins, Digital leads, analysts, policy leads, communication managers – anyone using Citizen Space or Dialogue.

1-2 people will be initially invited from each organisation currently using Citizen Space or Dialogue. Tickets are free and will be allocated on a first-come-first-served basis. If you’re reading this and interested in speaking on the day, please email us.

What should I expect?
Talks will focus on all things digital engagement; our previous user groups have included:

  • An opportunity to meet fellow customers from across government
  • Show-and-tell of recent or upcoming engagement exercises by current users
  • Review of the process and challenges of how you do consultation
  • Roadmaps – we’ll talk through our plans for development and get your input
  • Digital surgery on any questions/topics requested

These sessions work best with real examples from the coal-face. If you’re interested in sharing how you do great consultation or if you have a proven process please get in touch.

8 lessons from our first Republic of Ireland, Northern Ireland and Isle of Man Citizen Space user group

After kicking off our 2017 user groups in Scotland last month, next up was our first Republic of Ireland, Northern Ireland and Isle of Man Citizen Space user group. The event was kindly co-hosted with Belfast City Council, who, alongside the Government of Northern Ireland  presented their experiences of using Citizen Space on the day. The user groups are a regular opportunity for customers to catch up, see how others in similar roles are using their platforms to manage their online consultation and engagement activity, and hopefully pick up some interesting tips and insights.

So, for the benefit of those who weren’t at the event, we’ve a quick round-up of eight things we wish you could’ve been there to hear. Without further ado:

1. The need to consult online is stronger than ever

During the morning session, Patricia Flynn from Belfast City Council spoke about the journey which led them to adopt Citizen Space, as well as lessons learnt since adoption. One of the key messages which came up in both Patricia’s talk and throughout the day was the need to be ‘consistent and sophisticated in approach’ towards online consultation. Using Citizen Space has helped Belfast City Council to highlight the importance of keeping the public’s trust through running effective consultations for example. Emma Penney from Gov NI also echoed this in her afternoon talk:

““It feels like the public are expecting to be consulted more with the advent of social media etc”
Emma Penney, Digital Transformation Consultant, Department of Finance and Personnel, Government of Northern Ireland

2. Software is only part of the picture

Adopting Citizen Space often helps customers to evaluate their associated consultation processes. For some customers it provides an opportunity to start afresh, for others it’s a chance to build upon lessons learnt previously.

“At the end of the day the software is only part of the puzzle. We need to make sure managers understand that a consultation should meet certain standards”
Patricia Flynn, Strategic Planning & Policy Officer, Belfast City Council

3. Make time to close the feedback loop

A consistent theme and challenge throughout the day was the need to report back on both consultation results and the final outcomes (i.e what has actually changed as a result of the consultation). Emma Penney from Gov NI suggested that perhaps it’s useful to have a team or individual responsible for prompting reporting back. She’s found that this can help remind colleagues to report back who may have simply forgotten to add a report back onto Citizen Space, or ensure feedback is public for example.

4. Citizen Space can form a central piece of your consultation tool box

A question we often get asked is about supporting a variety of needs of different respondents. For example, if broadband is patchy in an area, or respondents would prefer to have a variety of response mechanisms, how can this be supported by Citizen Space? Luckily Citizen Space includes features like the ability to add offline responses, which means that any respondents who would prefer to complete a paper copy can still use this method but have their response centralised alongside online responses.

“Citizen Space is one tool but it helps you grip and hold everything that happened around that consultation in one place”
Patricia Flynn, Strategic Planning & Policy Officer, Belfast City Council

5. Consider the ‘total’ consultation cost

It can be useful to critically review how much a particular consultation or project has cost an organisation. Often it’s easy to quantify the cost of events or software, which might have fixed costs associated with them. However, it’s often difficult to accurately report on the number of officers involved in a consultation and how much of their time was dedicated to the project.

6. Online tools like Citizen Space can help to reach a larger demographic

Using demographic information in consultations and surveys alongside data from services like Google Analytics can help to critically evaluate the ‘reach’ consultations are getting. A couple of the attendees remarked how they felt that using Citizen Space compared to previous methods had helped to improve the demographic spread of respondents.

“We’ve found that Citizen Space has helped to access a much bigger demographic than what we had seen before”
Patricia Flynn Strategic Planning & Policy Officer, Belfast City Council


7. It’s OK to switch back and forth between a centralised and de-centralised model of use for Citizen Space

We often talk to customers about the benefits of either a centralised or de-centralised approach to using Citizen Space. There often isn’t a ‘one size fits all’ approach and Emma Penney from Gov NI spoke about their experiences of first using a centralised then de-centralised approach, before choosing to re-centralise their departments and use of Citizen Space. Being flexible and agile in your approach and associated processes can help ensure that this is easy to do.

8. Consider the media that is most relevant to each type of respondent

Citizen Space includes the ability to use rich media such as images and videos in a flexible way. Sometimes consultation documents are written, copied and pasted into Citizen Space and published in haste as text. Gov NI are pushing the boundaries by getting colleagues to think about what media might be most useful for respondents – do they prefer visuals and videos over text for example? Emma Penney from Gov NI also spoke about her vision for a digital content creation team in the future which would help with using appropriate media for the audience and context. Such a team could be used to help support such exercises in the future.

As ever, big thanks to everyone who attended and for the customers who agreed to speak at the event. 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 be holding more user groups in 2017. (In 2016, we ran no fewer than five user groups around the world: kicking off in Scotland before heading to Australia and back to London.)

 

Introducing our first ever Ireland, Northern Ireland and Isle of Man Citizen Space user group

We are very happy to announce our first ever get-together for Citizen Space users in Northern Ireland, Ireland and the Isle of Man on Wednesday 10th May in Belfast. Customer user groups have been running since 2014, and are always a high point in the calendar for us. Annual meet ups have already been established in London, Scotland and Australia so we’re really excited to add another pin on the map!

What are the user groups about?

User groups bring together anyone who works in public/stakeholder consultation to share best practice and inspiration; they’re always a great opportunity to hear what others in your field are up to. (For example, check out some of our lessons learnt from the recent Scottish user group in Edinburgh.) User groups are also an opportunity to meet other users who might have a similar job role or challenge within their organisation.

What will the day involve?

The user groups focus on talks and conversations on all things digital engagement (as well as chats over a free lunch!), and tend to include the following:

  • Show-and-tell of recent or upcoming engagement exercises by current users. Review of the process and challenges of how you do consultation
  • Citizen Space roadmap – we’ll talk through our plans for development and get your input
  • An opportunity to meet other Citizen Space users from across local and central government
  • Digital surgery on any questions/topics requested

In previous years, we’ve had talks on topics like building a quality consultation process, how to structure analysis, digital transformation, managing promotion and how to create great consultation content; we’ve also had reports of good consultations (and bad ones) and what has been learnt from them, and much more besides.

We’ve already sent out invites to customers for the day and spaces are filling up fast. If you are interested in attending but haven’t received an invite please email louise@delib.net. Watch this space for lessons learnt from the session 🙂

10 lessons learnt at our 2017 Scottish user group

We kicked off our 2017 user groups in a sunny and spring-like Edinburgh this week. Hosted in collaboration with the Scottish Government (special thanks to the Digital Engagement team!), the day involved a fantastic array of speakers and lots of discussion. 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.

So, for the benefit of those who weren’t at the event, we’ve a quick round-up of 10 things we wish you could’ve been there to hear. Without further ado:

1. Make time to consider the ‘total value’ of a consultation activity

During the morning session, we discussed what success looks like for online consultation. One of the topics that came up was considering the ‘total value’ of consultation activity – i.e. looking beyond just the number of responses. They may be less easy to track and measure but factors like the amount of time a citizen – or the organisation, for that matter – spends on a consultation, or the cost of the issues at hand, can give a richer evaluation of an exercise.

“Do the individuals who have been consulted feel that they have been considered?”
Eachann Gillies, Digital Engagement Manager,  The Scottish Government

2. Citizen Space helps organisations run an end-to end process

Police Scotland gave a fantastic and candid presentation reflecting back on their first couple of months of using Citizen Space. Prior to using the tool, reporting and results from consultation exercises weren’t always well-integrated (for example, surveys and the feedback on those surveys would often be on entirely separate sites). Now, using Citizen Space, it’s possible for the organisation to create, analyse and report back on the consultation all in one place.

3. Effective promotion is key

Police Scotland also talked about effective promotion. In order to ensure their consultation was a success, they drew up a timetable of thematic weeks of engagement which helped with their overall vision of getting to much-talked-about but hard-to-reach communities. During the process, they even used the admin side of Citizen Space to report back internally on the effectiveness of their outreach activity. (It’s always great to hear about people finding new and creative ways to use our platforms!)

4. Make reporting meaningful

There was general recognition that, sometimes, what is useful and meaningful to a chief exec might not be what citizens are looking for when it comes to reporting. We also talked about how the success of a consultation is not necessarily about big numbers (especially not if they become ‘vanity metrics’) – it should be about the substantive changes under consideration and their implementation. Reporting needs to be tailored to its intended audience, but should always focus on meaningful findings and actions (not telling people what you think they want to hear).

5. Trust your community managers and enable them to make decisions ‘on the fly’

If a community manager needs to go away and check that a post is OK before approving it, it can kill the flow of the conversation. Ensuring that they are well equipped and trusted in their role is key. If there is more than one person moderating ensuring they are in agreement on what can and can’t be moderated out is of paramount importance for quality control.

“What a beautiful thing to have these conversations in the open”

(Leah Lockhart, DemSoc)

6. Create welcoming online spaces

Online conversations are happening right now; government departments can choose to listen and be involved in them – which means offering a welcoming space. There was unanimous agreement that if you don’t give people the space to have their say, they’ll end up expressing their views somewhere else anyway. The conversation is going to be happening whether you as an organisation are listening or not – so better to be actively engaging!

7. Think carefully about scale

Sometimes going online and asking ‘huge’ questions about a topic isn’t as useful as taking ‘bite-sized’ chunks and breaking them down into digestible consultations or chapters. Something smaller and interactive might be more useful in the long run than asking broad questions.

8. We’re seeing a move towards ‘continuous democracy’

Whilst discussing trends in digital democracy in Scotland, Ali from The Democratic Society noted how we’ve started to see a move away from one-off engagement initiatives towards more ‘continuous democracy’. That is to say, involving citizens and stakeholders in decisions is increasingly part of business as usual – a default expectation of democratic organisations.

As a result, it has become more important to establish and refine the processes by which this continuous democracy operates. Rather than reinventing the wheel in a haphazard series of ‘one-hit wonder’ projects, consistency is key: repeatability, standardisation etc all make it easier to effectively involve people on a daily basis.

9. Analysis needs planning

Getting the right results for analysis stems from asking the right questions. For colleagues in policy teams, how can we make sure effective analysis is borne in mind – especially at the early/planning stages of a new policy or decision?

““Running a consultation and not thinking about analysis before you start is like getting in a car without knowing where you’re going””
Eachann Gillies, Digital Engagement Manager, The Scottish Government

10. Context is king

It needs to be easy for respondents to participate (people’s time is precious, after all). Small details to reduce the ‘friction’ of consultative processes can make a big difference. For example, The Scottish Government have had some really positive feedback from respondents on their practice of using carefully-placed ‘fact banks’ in their surveys – giving contextual detail/background information immediately alongside each question. This helps people give informed responses, which in turn hopefully leads to better decisions in policy-making.

 

As ever, big thanks to everyone who attended and for the customers who agreed to speak at the event. 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 2017 (In 2016, we ran no fewer than 5 user groups around the world: kicking off in Scotland before heading to Australia and back to London.) Up next this year is our first user group in Belfast – on May 10th.

Until next time, Edinburgh 😉

 

 

 

‘Digital democracy in practice’ – seminar/Q&A with Exeter University students

One of the best parts of my role as an account manager is to get out of the office and spread the word about digital democracy. Last week, I was fortunate enough to return to my old stomping ground – Exeter University, in south west England – and give a talk to third year politics students. (The third year module on ‘civic engagement’ makes reference to online tools generally and Delib specifically.)  It was a real delight to be there for the afternoon. I just wish the module had existed when I was at uni!

Whilst writing my presentation on ‘digital democracy in practice’, I was also able to reflect back on the changes in online consultation and digital in government from 2011 to now. I chose the end of 2010/start of 2011 as a starting point, as this is when Martha Lane Fox’s influential report on the revolution not evolution of directgov came out – a report which marked a bit of a sea change and the beginnings of gov.uk. This was also a useful reflection point for me as I started working at Delib a few months later!

One of the key changes I have seen since 2011 is a shift from one-off ‘singular (project-based) democracy’ which costs government thousands of pounds in websites/one-off builds towards more ‘continuous democracy’ in 2017.  Government departments can now consult more regularly using low cost online tools. The result: more cost-effective solutions for citizens and improved transparency.

The second key shift I have witnessed is a more deep-rooted cultural change in working practices. Government departments are increasingly adopting more agile, lean and collaborative ways of working. Scenes that you see posted on gov.uk’s blog simply wouldn’t have existed in 2010.

Source: gds.blog.gov.uk

During the session, we reviewed some of the key grounding principles, focusing on the Gunning and consultation principles before applying these to real customer examples and teasing out some of the key challenges government departments face. I then opened up the session to questions. Here’s a flavour of the topics which came up from the students and an idea of how I answered them:

+ How does digital democracy help open up the conversation beyond ‘the usual suspects?’

Digital democracy can help open up the conversation to a broader range of participants by providing a different medium through which to conduct those conversations. Customers have indicated that using digital tools has enabled them to reach a broader audience group, which is fantastic. That said, if you are consulting a niche group on a specific topic, you may find that some of the ‘usual suspects’ still turn up, but who’s to say that they will be the only ones there contributing to the discussion?

+ How can social media help these conversations and government departments in 2017?

Social media can both promote and dilute the conversation you are hoping to have in my experience. If you start a conversation on one social media platform or digital engagement tool and it spreads across other platforms, sometimes the conversation can become disparate. It may also become difficult to analyse if there is no obvious flow or output from the discussions taking place.  When used well, however, social media can be a great opportunity to get into spaces where these conversations are already happening or to open up participation to individuals interested people/groups.

In order to use social media effectively, civil servants need to be equipped with the right community management skills. Luckily, there are an increasing number of short, free courses opening up such as this one from Future Learn on using data from social media platforms to understand public conversations. I’m hoping to check the course out to help with the guidance we give our customers.

+ Are these methods inclusive or do they often exclude certain generations?

This topic also came up at a conference I recently attended called NotWestminster as we were working with a case study which featured retired users. It was interesting how quickly some of the group jumped to assumptions. I wouldn’t say that digital democracy excludes certain generations and the idea that the older generation not necessarily having strong digital skills isn’t always true. Often the blocker is confidence in digital which isn’t necessarily age-based. Where there are gaps (sometimes referred to as ‘the digital divide’), the UK government often looks to address them – for example, via setting up departments within GDS, such as the assisted digital team.

+ Do you find that government departments look at the cost-benefit analysis of running online consultation?

Some government departments that we work with are starting to drill into more of the details and nuances in this area, which is great to see. For example, we heard from BEIS at our 2016 London user group about working with statistics and conversion rates from gov.uk (they got from a 3% conversion rate to an impressive 25% by studying what worked well). BEIS are really hot on their analytics at the moment and I’m excited to see what they are going to do next.

+ Do you have plans to expand outside of English speaking territories?

Our current goal is to continue our expansion within English speaking territories. But it would be great to work in more countries around the world one day! Our main blocker to this is being able to translate all 3 applications (though it is something we’re looking at). Government structures are fairly similar in the countries where we work at the moment, but expanding to new countries always means learning more about the particularities of their context.

+ Where’s next for deliberative discussion?

So what will the next 5+ years hold? Well, the biggest challenges I see are around standardisation and sharing of best practice. This is perhaps not new or unique to online consultation but does hold one of the biggest opportunities in my opinion. Jodie Lamb, a Communication and Stakeholder Engagement professional recently posted about what she had learnt whilst working in New Zealand. Sharing best practice or having ‘hands across the ocean’ is key. If something has already been trialled in the UK and failed, then let’s ensure that digital teams in Australia and NZ learn from this. There are also some really exciting projects and learning opportunities coming out from countries like Iceland, Brazil and Estonia. Sharing best practice is key.

The future of government and effective online consultation lies in the hands of the next generation of digital leaders. Learning that modules like this one on civic engagement exist is really exciting. I’m hoping that this talk will pave the way to other opportunities to talk to young digital leaders in the future.

Notwestminster 2017

This weekend, I was fortunate enough to attend the annual Notwestminster 2017 event which was held in the town of Huddersfield, West Yorkshire in the UK. Notwestminster focuses on local democracy and attracts a broad range of attendees from across government, academia and those with a general interest in all things democracy. The event involves a great combination of workshops, lightning talks as well as plenty of time for thought-provoking chats in-between.

We all popped a (slightly sleepy looking) owl on the map to mark where we had traveled from to get to Notwestminster

The day kicked off with a series of inspiring lightning talks (20 slides with 20 seconds per slide). Jacqui Gedman was first up, with her talk on ‘active citizens’. Jacqui advocated that government can get a much ‘better product’ by engaging with people locally on the ground. She also strongly believes that, often, it costs a lot less than councils think to engage locally and the results can bring much better outcome for citizens. Jacqui also advocated treating residents as citizens once again (as apposed to ‘customers’) – a theme which echoed throughout the morning workshop sessions.

“We need to consider residents as citizens again and not just as customers” (@GedmanJacqui)

Another stand-out lightning talk for me was Emily Warrillow’s moving account of how Jo Cox inspired her to get involved in youth politics. Emily recalled how Jo was not only an inspiration to her but also a good friend. Emily’s interest in local politics started when her mum encouraged her to attend a local planning meeting on how to use an abandoned building; an interest which developed into her becoming a youth Councillor and more recently being awarded the Diana award. Emily is a real inspiration for young leaders.

Next up were a series of workshops, which we could choose between depending on our interests. The first workshop I participated in was about argument mapping: a concept which focuses on mapping out discussions. This topic was of particular interest to me as I’m often encouraging or advocating the benefits of using our Dialogue tool to our customers. Argument maps help to display the flavour and essence of a debate and take aim to ‘de-personalise’ the argument. They have been traditionally used to map discussions in the houses of parliament, and we pondered over whether they could be used more readily in local government. Could argument maps be used to layout the decision making process for development control meetings for example?

Next up was a workshop on ‘how can local government encourage people to engage’? run by The Democratic Society team. On my table, we were tasked with discussing the role and identity of local government. We began by identifying what local government means to us; given that local government has a duty to deliver over 700 services on average, how can we improve the perception of local government to citizens that it exists for more than just service delivery? Esko Reinikainen, co-founder of The Satori Lab, had an idea at the end of our round-table of creating an augmented reality map to help educate stakeholders on where and how money from local government is used and distributed.

The afternoon wrapped up with a final series of lightning talks, one last workshop and a ‘lessons learnt’ presentation back. So what were the main recurring themes for the day? Here’s a handful I picked up from attendees:

  • Vary and adapt chosen methods of engagement to suit the individuals being consulted with
  • Create open spaces for debate (not just ‘we’ve decided x, what do you think?’) and be clear on the next steps
  • The need to better understand how young people want to be engaged with – else there’s a growing risk of apathy towards politics
  • Engagement and research need to be more closely connected.
  • We need a much bigger effort to connect up innovators in local government (and avoid re-inventing the wheel).

Of course that’s not ‘it’ for Notwestinster 2017 – let’s keep these conversations flowing outside of these events (as we always advocate at the end of the day). Twitter’s normally pretty good for that…

And finally, special thanks to the Notwestminster organisers for bringing the event together and having us along. Roll on Notwestminster 2018!

 

 

A mini Scottish adventure of sorts

One of the best parts of my role as an Account Manager is to get out of the office and visit customers. When people first start using Citizen Space, they often want a day or two of training to help them make the most of it. When we train customers, we go to them – so when Falkirk Council requested an in-house training day, I got to jump on a flight to Scotland.

We’ve got lots of customers in that part of the world so I also thought this would be a great opportunity to stay on for a couple of days and meet other customers nearby. The last time I was in Scotland was for our annual Scottish user group back in Edinburgh back in April, so it was nice to pop in and see how people having been getting on since then.

View from Falkirk's offices

View from Falkirk’s offices

First up were Falkirk Council. Falkirk originally chose to adopt Citizen Space to improve their online consultation processes and centralise their consultations in one location. My role here was twofold: 1) to help users get to grips technically with the tool and 2) to help the organisation establish processes for consulting online effectively.

Training sessions are aimed for up to 10 attendees and people are often at really different starting points: some might be consultation experts but with limited digital experience; others might be really web-savvy but just not familiar with Citizen Space in particular – there’s usually a real range.

Happily, a training day on Citizen Space is not just about how to use the tool: it also helps teach attendees about consultation best practices and hone their digital skills. For example, one of the attendees on this session had come along specifically because he considered himself ‘not very tech-savvy’ and therefore if he could use Citizen Space, anyone could! So we were both pleased when he found it, in fact, pretty straightforward to successfully create an example consultation – complete with images, maps and videos embedded.

After training Falkirk, next on my list of customers to visit was Clackmannanshire (who’ve been using Citizen Space since 2013). Clackmannanshire – or Clacks as they’re often known – use Citizen Space for consultations on everything from customer satisfaction to local schools surveys. One of the things we chatted about a fair bit was reporting – not least because I said they’d done a great job with their report on the creation of a Tullibody South Campus (good transparency of data, nice mix of qual and quant content etc). It was great to pop in and meet the team.

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Stirling Castle

After visiting Clacks, it was time for a quick lunchtime walk up to the famous Stirling castle before heading to meet SEPA who have recently moved into some new offices. I trained SEPA back in 2012 when their Flood Risk Management Team originally adopted Citizen Space. Since then, their corporate comms team have adopted Citizen Space and a new director is putting digital high on the agenda.

As SEPA’s team are geographically dispersed, Citizen Space is a great way of providing a standardised consultation workflow which is shared across head office staff, colleagues working in smaller offices and people working remotely. It was great to stop by, meet the new contacts and chat them through some of the changes in the latest release of Citizen Space v3:

“v3 is great. It looks really inviting and helps make respondents feel like they are still on one of our sites” (Lorna Bryce, Campaigns and Marketing Manager, SEPA)

Chatting to SEPA, it was clear that it’s not all about the newest features we’ve released;  sometimes, it’s about reminding people what they already have available in Citizen Space and using these tools to their best advantage. For example, the PDF document viewer – which can be used to consult on plans or documents. Consultees can review the documents and then comment directly beneath, mitigating the need to download the information first. This feature was originally co-developed with SEPA when they were running their Flood Risk Management plan but the communications team hadn’t yet started using it to full advantage so it was great to chat them through how to include it.

Last stop was East Renfrewshire, who are based just south of Glasgow. East Renfrewshire are a small council who have primarily been using Citizen Space in their education team – but are now looking to roll it out more broadly across the council. Our main contact at East Renfrewshire actually works in two different roles so it’s really important that he can let colleagues ‘self-serve’ from Citizen Space.

In order to get people geared up to manage their own consultations, East Renfrewshire find it helpful to first sit-down with members of staff and give them a face-to-face run through before setting them up as a user. Recent consultations run on Citizen Space have attracted as many as 1 in 9 residents in the local area responding which is exciting.

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Having worked with a number of different Scottish customers in the past 5 years, I can say there’s a great ‘energy’ towards all things digital democracy in Scotland. There’s a real determination to actually get people involved in decision-making.

And on a journey to the station, I was reminded that when it comes to engaging with locals and getting an opinion on a recent or upcoming change, taxi drivers are often more than happy to give you the lowdown 😉

How to customise your Citizen Space support page, with some help from Edinburgh City Council

Lots of large organisations use Citizen Space to coordinate all the consultation activity across their many departments. That means there can be lots of users with varying levels of experience setting up consultations.

These guys often need a quick bit of help and guidance without having to call the person responsible for overseeing consultation activity every time they have a question. They’ll need guidance about internal protocols like consultation layouts and language use, as well as technical support.

Citizen Space includes a fully-editable support page in the back end for this purpose. We added this feature after requests from customers – and it’s a great idea. This is a page that a Citizen Space overseer can customise to provide help to the other admin users across their organisation. By default, it includes a link to our Citizen Space quick start guide and the Citizen Space knowledge base. But you can also add your own, organisation-specific help and guidance. That’s exactly what Edinburgh City Council have successfully done with their Citizen Space.

Since adopting Citizen Space in 2014, an increasing number of people and departments at City of Edinburgh Council use the platform. A team of four in the strategy and insight team oversees the use of Citizen Space, supporting nearly 50 users with a mixture of experience across different departments in the council.

Edinburgh have used their support page to clearly link through to their consultation framework and a list of service leads. Presenting this information at a point when users are starting to build consultations helps to make sure they understand the council’s consultation standards, and who to contact if they have any queries.

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Edinburgh City Council have also taken advantage of the Citizen Space .pdf embed feature by including a ‘lessons learned’ log. This log lists all the issues that people have already identified with online consultation, and any recommendations or follow-up needed. This helps to prevent users asking questions that are already being addressed or have already been answered, saving everybody time.

The Citizen Space support page can also be used to link through to further resources that admins could use to make their consultations more interesting and engaging. The support page could link through to a bank of stock banner images or free stock images, for instance. You could also use the page to communicate about training sessions and meetings.

Edinburgh also hold their own Citizen Space user group on a bi-annual basis which enables them to bring all of the council’s Citizen Space users together regularly. That’s a great way to make sure everyone across a large organisation is on the same page, share tips and best practice, and address any difficulties anybody is experiencing.

A big thanks to Edinburgh City Council for their fine example. If your organisation has found any other innovative uses for the Citizen Space support page, feel free to drop us a line!

5 transferable digital skills people learn through using Citizen Space

We get all sorts of customers using Citizen Space. Some of them specialise in the digital realm, and they’re happily creating consultations as soon as they first log in. For others, it’s one of the first digital tools they have used, because their job role up until now didn’t involve much online activity. These people are learning digital skills as they go when they create consultations in Citizen Space.

Most of these skills are transferable, so the tricks people learn using Citizen Space can be used for other applications and platforms, like WordPress and SharePoint to name just a couple. That means more members of staff in an organisation developing the skills to work confidently online.

Here are 5 transferable digital skills that people have learned using Citizen Space…

1) Working with rich media
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To create innovative and engaging consultations, some of our customers choose to embed rich media like images, videos, maps and audio. In order to add this content effectively, our customers need to gain confidence with image manipulation and embedding rich media content. Since it’s so important to add images that are an appropriate size for consultations, we find Citizen Space users becoming more and more adept at image editing and uploading too.

2) Building ‘readable’ web pages

People read differently on the web

People read differently on the web, and the government jargon you use every day is unlikely to mean much to your audience. The skill of translating complex documents into accessible, readable online content can take some practice – but if the public doesn’t understand what a consultation is talking about or what they’re supposed to do, the response rate will be low. Writing with a specific audience in mind is a very useful skill that Citizen Space customers learn to master in order to make their consultations successful.

The Government Digital Service have some handy guidance on writing for specific audiences on the web, which we like to signpost our customers to as a starting point. Citizen Space also includes a number of set and optional headers which can be used to help promote best practice on structuring a consultation in a user-friendly way.

3) Using basic HTML

Have a look at the HTML

You don’t have to know any HTML to use Citizen Space, but there’s easy access to the ‘source’ button in the text editor for customers who’d like to take a look at the code. People who are learning some basic HTML can practise and use their new skills to make simple changes like adding tables, line breaks or padding around images.

4) Building accessible content

Accessible to all?

Building accessible content that everybody can use is an important skill when working with any web application. Citizen Space meets W3C, WAI, WCAG 1.0 & 2.0, Level AA and aims for the enhanced AAA accessibility standard where practical. It also prompts users to add some vital accessibility elements to the content they input themselves. Our customers become familiar with these, along with learning some other tips and tricks that will come in handy for other digital projects. For example:

  • Adding in accessibility labels
  • Using alternative text with images
  • Using videos and other media to help people with low literacy levels

5) User testing

User testing

User testing is an important step in designing any website or online service. We encourage Citizen Space customers to do all the testing they can, from using the preview function while designing a consultation, to sending the preview link out to other people, and setting aside a testing period with some real users from the target audience before going live.

We see our customers coming to appreciate the value of user testing in making their consultations more successful, and learning how to best carry out this process. That knowledge will serve them well in any future projects to develop online services.

We like to help teams tool up

Our account managers frequently help Citizen Space customers with all these little functions and many others, talking them through how to do things and proudly watching them develop a good repertoire of digital skills. We provide a lot of user-friendly written guidance too that doesn’t assume any prior digital experience. Our quick start guides and comprehensive knowledge base allow users to work through the steps they need, while soaking up best practice guidance and teaching themselves some simple skills that will come in handy beyond Citizen Space.

10 things we wish you had been there to hear at our 2016 Scottish user group

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.

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So, for the benefit of those who weren’t at the event, we’ve a quick round-up of 10 things we wish you could’ve been there to hear. Without further ado:

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.

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Image source: Leicester City Council

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.

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6. Make the most of the digital toolbox already availableScreen Shot 2016-04-28 at 10.31.29Making 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..

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 using Delib’s Dialogue platform, 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:

London: October 2015
Perth (Western Australia): October 2015
Canberra (ACT, Australia): October 2015

Digital Heroes – Glenn Cowling and Lettie Pope

Glenn Cowling and Lettie PopeBack in November, I had the pleasure of traveling to Canberra to meet the Australian Government Department of Industry, Innovation and Science – including the excellent Glenn and Lettie. Determined to establish, amongst other things, important facts such as their biscuit-dunking preferences, I gave them the full digital heroes treatment. This is, quite literally, what they said…

1. What’s your name and where are you from?
GC: Glenn, I was born in Canberra and have always lived here. I’ve been in the public service for 13 years now and working at the Department of Industry for the past 10 years.
LP: Lettie, I was born in Zimbabwe and have been in the public service living in Canberra for the past 9 years. I’ve been at the Department of Industry, Innovation and Science for that period but in several different divisions within the department.

2. What do you do for a living?
We’re both Digital Online Communications Officers and Statistical Liaison Officers for the department. This means we get to represent the department on different issues related to this every six months.

3. Favourite band and / or artist?
GC: My favourite band of all time has to be Queen 🙂
LP: I’d have to say Adam Lambert. He’s my favourite at the moment.

4. Creature of habit or maverick thinker?
GC: Maverick Thinker
LP: Creature of Habit
(“Well, that’s why we make a good team then”, chuckles Glenn)

5. Your house is on fire, what do you save?
GC: Urm, myself!
LP: My children
(Very noble answers – you sure you don’t want to chuck in, say, a letter from Arsene Wenger? :p)

6. Biscuits – dunk or leave unsullied?
GC: I don’t normally dunk biscuits.
LP: It depends on the biscuit really. Are we talking about Tim Tams?! I don’t like soggy in the bottom of my tea.

7. What does digital democracy mean to you (or maybe, what should digital democracy mean)?
GC: In my opinion, digital democracy means that everyone has their say. In this day and age with web accessibility and digital-first being so key, it’s a great thing to think about how we can make the most of the opportunities available to us now.
LP: Digital engagement is so important. It means that everyone has equal opportunity to get involved.

8. Where do you see the field of digital democracy/ digital engagement in ten years? Opportunities and pitfalls?
GC: Online voting would be great. I think initiatives like this will be on the rise anyway. It’s also about having a greater availability of information on all devices. The younger, digitally native population will hopefully help with this. They are the ones driving the digital train!
LP: For me it’s about a greater availability of information for everyone. Or Terminator?!

9. Best project you’ve worked on at the Department of Industry, Innovation and Science and why?
GC: I’d actually have to say getting the consultation hub (Citizen Space) up and running and educating people in a more online space. Showing them the benefits of consulting digitally and educating our staff on the benefits of a digital first focus has been exciting.
LP: It’s nice to provide something to the department which holds the benefits of being both time-saving and cost-effective. It’s a great feeling to know that we’re providing a tool that has been endorsed by our secretary so we get the benefits from this too (Citizen Space has been endorsed at executive level in the Department of Industry)

10. Any shout-outs?
GC: I’d have to say thanks to Delib for the wonderful support. If we ever need to send a support email, it actually gets responded to! Thanks also to our manager, Cas, for allowing us to dedicate the time and educate our staff on digital engagement.
LP: I agree it’s great to tell our clients that the support email actually works and to have faith in that 🙂

(I promise I didn’t even give them so much as a mildly-threatening glower in these answers…)

So there you have it!

How our Citizen Space customers are consulting with cyclists

Thanks to our Citizen Space Aggregator, it’s possible to quickly identify who our Citizen Space customers are consulting with and on what topics. Among the many audiences our customers are increasingly seeking views from are cyclists.  Here’s a quick round-up of some of the ways they’re going about it:

Using illustrative visuals

Transport for London (TfL) are currently consulting on further improvements to lorry safety in London: a consultation which includes some excellent illustrative visuals. These images clearly depict the differences being proposed (namely, having lorries operating in London that are fitted with vision panels in passenger side doors for improved visibility of cyclists).

4 Lorry interior with panel_colour

Source: TfL ‘Further improving lorry safety in London’ consultation


Embedding videos explaining schemes

The London Borough of Enfield are using their Citizen Space instance to consult with residents on the fourth scheme of their ‘Cycle Enfield’ project, for which they recently secured £30m of funding from Transport for London. This funding is proposed to be used for new cycle routes, improving the use of existing routes, developing green ways, secure bike parking  and investing in local projects. All these proposals are clearly explained in the introductory video on the consultation overview page which respondents can watch before completing the consultation.

Consulting on strategic issues: new super routes

Camden Council are consulting on ‘Brunswick Square Walking and Cycling Improvements‘, a project which which aims to capitalise on proposals from nearby schemes which have identified Brunswick Square as an important intersection of east-west and north-south cycle movements. In order to clearly present the proposed changes, Camden Council have included side-by-side images of both current and future state for the square. This helps respondents re-imagine how cycling can become a key part of improvements.

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Running staged local consultations and associated events

Southwark Council are currently consulting on improvements to a number of quiet ways: a network of bike routes for less confident cyclists using mainly low-traffic back streets. The council are consulting 6 different areas of the borough in total; including running 4 different consultations concurrently. One of these examples is the ‘Elephant and Castle to Crystal Palace Quietway (QW7) Turney Road‘. In order to provide cyclists with the opportunity to comment, Southwark have also included a number of associated events which are running on a weekly basis in nearby schools and town halls. Both the events and associated consultations are linked from the consultation hub page:

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Transport for London are also holding a number of public events as part of their consultation on the new East-West cycle super highway from Paddington to Acton. Again these events are clearly displayed on the consultation home page.

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Use tables to detail proposed changes

Edinburgh City Council used tables on the consultation overview page of their ‘Roseburn to Leith walk cycle link and street improvements consultation‘ to present proposed changes in a clear format to respondents. By breaking down the changes by geographical area, cyclists can quickly see which changes apply to them.

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Consulting on ‘hyper-local’ issues: bike hangars

A small handful of our customers have also been consulting on ‘bike hangars’ recently: an example of ‘hyper-local’ consultation. For instance, both Camden Council and Southwark Council are consulting on where bike-hangars should be installed. Using images of how the bike hangars will look helps residents consider how they’d feel about them being installed in their own neighbourhood.

2014 09 17 LB Southwark - Hayles St - Bikehangar Installation -1- -2- blurred

Source: London Borough of Southwark

Lots of the examples above provide ideas for how to make the most of the consultation overview page. Here’s a handful of top tips for optimising your own cycling surveys:

Have you seen any great examples of methods to consult with cyclists online which we haven’t included above? We’re always interested in seeing how our customers are making the most of the tools at their disposal!

 

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