Delib has got some awesome people doing some great stuff for digital democracy. We recently chatted with one of our Account Managers, Natalie, about what her job entails and how she works, to give you a glimpse into how Delib ticks.
How would you summarise your job in one line? What’s the overall goal?
My job in its simplest, most nutshell form is to support our customers. This can take the form of delivering training to build users’ confidence in using our products; providing consultancy & advice to help spread best practices; responding to support queries & solving problems; and listening to feedback so we can better understand our customers’ evolving needs. The ultimate goal is happy customers whose jobs are made easier by using our products.
What’s the thing you most get enthused about hearing/seeing from a customer? When do you get to go home feeling like ‘that was a good day’?
It’s always a pleasure to work with customers who are investing genuine time & effort into making a consultation easy to understand & respond to, and trying to put themselves in the shoes of a respondent. What’s even more rewarding, however, is seeing or hearing about what the outcome of a consultation was – how the information that respondents provided was used, and the change that was made as a result. We tend to hear from customers early on in the process and often don’t have visibility of the outcome further down the line, but it’s brilliant when we do get to hear about real world change that has been effected by a consultation run using one of our products. I’d love to see even more customers opening up the process & regularly reporting back in a transparent way.
If you could entirely solve one (work-related, don’t say ‘world peace’) problem with a wave of a magic wand, what would it be and why?
Right at this moment (you may regret asking) it would be a problem we’re experiencing thanks to an email security provider used by several of our customers treating Delib emails as spam & blocking them, which is very frustrating as it’s stopping me from communicating with customers & sending them useful information they’ve asked for!
But putting aside the trials and tribulations of the day, I’d say that a more long term problem I’d like to make magically disappear is a widespread lack of understanding in the UK about how our political systems work, both centrally and locally. Why is this stuff not taught in schools when it would serve us all so well? With a flick of my magic wand I’d add it straight onto the curriculum & get us all educated from a young age & hopefully therefore more engaged throughout our adult lives.
You work closely with customers to practically implement this stuff in the real world. How do you think the connection between digital tools and better democracy plays out in practice? Is it just a question of efficiency; is it an increased accessibility thing; does adopting new products somehow change organisational culture or is it something else entirely?
The primary benefit is definitely being able to reach a wider audience than ever before, including communities that perhaps historically wouldn’t have been involved in the engagement process. Another layer to this of course, as I mentioned above, is transparency – increased accessibility means increased opportunities to share what you’re doing and be open about your processes and the opportunities people have to influence them.
Efficiency is certainly another advantage of using digital tools, in terms of streamlining the consultation process, making it easier to achieve a consistent level of quality, and having all of your response data accessible in one place. I’m slightly more cautious about the idea of adopting new products as a means of changing organisational culture; while they can help to act as a catalyst, my general experience is that change will be more effectively achieved if organisations choose to adopt new tools specifically to support existing goals, rather than expecting a digital tool alone to make all the difference.
Thanks Nat, it’s always good to have an insight into what people do! For democracy-related stuff, excellent gifs or to chat more, catch Natalie on Twitter.