Article

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 […]

Some people think that the mega-meeting now taking place in Copenhagen is the most important negotiation that will take place in our lifetimes. Others believe that it has been over-hyped, hi-jacked by certain interest groups and will achieve very little. Whichever stance you take, it is instructive to observe the various attempts that have been

A few days ago, one of our Regional newspapers gleefully reported that ‘political apathy has reached a new low’. The headline said Less than 0.01% of … voters responded to a major consultation on elected mayors. Smack! Another strike for the cynics who despise public consultation! Unfortunately, on this occasion the facts are about as

Critics of current participation frequently point out that much of it amounts to ‘going through the motions’. By this they probably mean that individuals or groups are keen to be seen to be doing something, but that their hearts are not really in it. Half-hearted may indeed be an accurate description. This argument surfaced regularly

Seasoned customer service professionals have long realised that there are occasions when their job is just to listen! Poor service, unrealised expectations, disappointing experiences or even bad luck sometimes push people towards the end of their tether. When this happens, they just need to get something off their chest. This is why we have Rant

Last week, approximately one in 600 of us thought we had swine-flu. Medical opinion is apparently unsure whether this is an accurate figure, as we have now supplemented conventional visits to a GP with new call-centre based and website-based diagnostic services. But, just as the National Pandemic Flu Service gets under way, it faces a

For the last ten years – or longer – the case for public or stakeholder engagement has been driven by external pressures. Practitioners have had their hands full just implementing the existing programmes of participation or involvement. New statutory obligations, such as those to inform, consult and involve, are not the cause of the engagement

Publication of the national Place Survey results finally happened last week. So now we know that 29% of the population think they can influence decisions locally. As with all indicators (this is one is NI 4 – but there are lots of others!) isn’t it wonderful to have a number? The trouble, however, with such

A little-known piece of American research recently prompted the Hewson Group to write a thoughtful piece about the way organisations handle the early days of a commercial relationship. Ironic really, given current events, but this is all based on analysing the pattern of customer acquisition and loss by American Banks! It emerges that they lose

So after the next General Election, will public expenditure be cut by 10%? Or less … or more … ? Of course it depends whom you ask? 10% says the Tories’ Andrew Lansley, whose sums assume that preserving the NHS budget means that everything else is cut more aggressively. Less says the Government which claims