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In the world of customer service, we now know that Companies who treat their workforce badly have real problems delivering a high standard of service to their customers. Maybe staff are still loyal, are still motivated and even willing to disguise any disillusionment they feel with their employer – but somehow it shows. One can […]

It’s already law! Section 1 of the Local Democracy, Economic Development and Construction Act creates a new duty for local authorities in England and Wales to promote the opportunities for citizen involvement in a surprising range of local institutions. These include a long list of those which critics have long labelled as featuring a ‘democratic

Everyone involved with public engagement and consultation has had to respond to the allegation “You’re not listening to us”. It goes with the job. Part of the problem is that ‘listening’ has two different meanings. One is to ‘hear’ someone. Paying attention to what is being said; trying to understand it; appreciating why it is

A public engagement strategy has to respond to many conflicting pressures. Few things matter more than a good understanding of those people with whom you wish to engage; stakeholder identification is almost always done by or with those who know the thematic area; they often have a history of dealings with key people and may

In almost six years of writing these Topics we have probably enthused about consultation without acknowledging that there are times when the best advice is, Don’t do it! Some of these are pretty obvious. If you recently asked people their views but nothing much happened, it’s a waste of time to repeat the exercise. Maybe

There’s nothing quite like a personal recommendation. The opposite applies too. So an individual’s advice not to touch a particular product with a barge pole is also pretty useful. It accounts or the popularity of such websites as the US-based Tripadvisor, where those who’ve stayed at hotels or taken holidays can tell the world about

You can now enter a pharmacy and, over the counter, buy machines that measure your blood pressure. Gone are the days when you have to go to your doctor’s surgery and have it tested by the professionals; welcome to the world of self-assessment. Well measurement anyway…. Some of this is due to smarter technology, but

The Mayor of Bedford died recently. There will now be a fresh election in mid-October and, last week, the Conservative Party held an ‘open primary’ whereby anyone could come along and select their candidate. They didn’t have to be members of the Party; neither did they necessarily have to be supporters. They were allowed to

A camel, according to the famous cliché, is a horse designed by a committee. It’s a terrific image, and makes the point so well. In fact it makes several points. Some people think the phrase is meant to illustrate what an ugly, ungainly animal can result when you start tinkering with a perfectly adequate concept