Practical Consultations: Using Focus Groups, Interviews, Social Media, Surveys and more to Maximize Stakeholder Engagement
(CONSULM, 3 days)


Description

Knowing what your stakeholders and customers want is critical to developing (or improving) a policy, product or service! This hands-on course will help you maximize stakeholder engagement, guiding you through the principles and strategies of good consultations, showing you how to plan, organize, and conduct consultations, and demonstrating how to analyze and use the information you collect to improve your client relationships, products and services.

Dates and Pricing


Jan 17 to Jan 19, 2018$1,199/person Feb 14 to Feb 16, 2018$1,199/person Mar 14 to Mar 16, 2018$1,199/person

Outline

Introduction
What does it mean: Stakeholder Engagement? Consultations? Client feedback?
What will I learn in this course?
Guide to Good Consultations
The where, when and why of consultations
The importance of values, ethics, cultural sensitivity and respect
Planning, Designing, Implementing, Analyzing, Reporting and Evaluating
Asking good questions: What do you want to know and why?
Who are your stakeholders?
Getting buy-in, getting approval
Consultation Methods - Focus Groups, Interviews, Social Media, Surveys and More
Strengths and weaknesses of consultation tools
Interviews (individual, paired, group)
Surveys
Focus Groups/Group Facilitation
Service User Group
Citizens workshops/Roundtables
Public Meeting/Townhall
Mystery Shopper/Client
Social media – Blogs, Facebook, Reddit, YouTube, Twitter, Linked In, WhatsApp, Tumblr, Google+, Skype, and niche groups
Developing a Stakeholder Engagement Plan
Creating a team
Scoping the issue, setting objectives, scanning the context
Identifying stakeholders and participants
Clarifying your timeline/approach - snapshot, periodic or ongoing
Developing a budget
Managing information - tracking, safeguarding data, protecting privacy
Consultation methods
Designing the Consultations Tools
Consultation guides
Coding the guides – turning words into numbers for analysis
Reviewing, Piloting and Troubleshooting – language, technical issues, access
Running Consultations
Managing and facilitating the consultation
Managing input from participants
Evaluating throughout the process – are we on track?
Summarizing and checking in – did we get it?
Gratitude – thanking participants and reporting back
Analyzing the information, Perfecting the Process
Qualitative analysis
Quantitative analysis
From data to understanding – what does it all mean?
Evaluating the process – lessons learned
Moving from Theory to Practice – Case Study
Case study
Resources