Feedback and follow-up

Feedback and follow-up are critical elements of an engagement process.

Providing participants with feedback

Providing feedback to those who have participated in an engagement process, allows them to see whether their views have been accurately represented when decisions are being made. Participants are often interested in receiving a summary of the range of information generated via an engagement process and how this is being considered, not simply a summary of their own ideas. Sharing summary materials across groups is often an effective way of raising awareness and can lay the foundations for relationship and consensus building.

Citizens and stakeholders take time out of their busy lives to contribute to government engagement activities and it is therefore important for them to receive feedback on how their views were taken into account. Without feedback, citizens and stakeholders may assume public offi cials were not listening and may not know whether their contribution has made a difference. Both situations are likely to result in a reluctance to participate in future engagement processes.

Feedback to participants and others with an interest in the particular issue, such as other government departments, organisations and the wider public, can enhance the legitimacy and quality of decisions by ensuring that they are subject to a robust and effective public scrutiny.

Ongoing feedback will:

• encourages continuing participation
• clarifies whether community issues have been accurately understood
• improves relationships
• builds trust and confi dence in the engagement process assesses the appropriateness and effectiveness of the engagement techniques used and
• clarifies whether the original government/community goals and objectives are being met.

Following up on engagement

Community engagement activities are generally undertaken to inform action and to generate change. Follow-up strategies provide those who participated in an engagement process with advice regarding progress made in addressing the issues raised. Follow-up information provided to participants may include:

• details of subsequent engagement activities with other groups
• answers to questions raised by participants
• confirmation that information generated via engagement has been forwarded/is being considered by relevant agencies
• details of any changes made or planned in response to participant comment and
• details of any future opportunities for further participation.

When should feedback and follow-up occur?

It is often useful to establish a protocol during the planning and design phase of an engagement process that outlines when and how feedback will be provided, and also what information will be shared with whom. Depending on the nature of the engagement, feedback might be offered at regular intervals, and/or within a pre-determined period after each engagement activity and further opportunities to be involved. Feedback and followup should generally be incorporated throughout the engagement process and have a focus on letting participants know what the next step is and when and how they will be advised of the outcomes from any activity. It is important that follow-up be timely and that commitments to follow up particular issues or matters of concern are addressed within agreed time frames. This helps to build faith in government engagement processes. Followup may also be a critical part of the evaluation process. So it is important that the capacity to provide regular and ongoing feedback is woven into the process at the planning stage.

How should feedback be given?

A range of feedback techniques should be employed to reach a variety of participants. Depending on the group you are seeking to provide feedback to, it may be important to use both written and verbal feedback methods. It is usually important to provide people with information, but also to create opportunities for them to ask questions or to seek additional information if required. Some techniques to consider include:

• writing letters to all participants–this can be via email
• posting reports
• providing summary reports of meetings/workshops
• acknowledging written submissions
• providing information via telephone hotlines
• holding meetings to relay findings, outcomes, progress
• giving presentations to groups within the community
• offering discussion/issues papers
• publishing newsletters, charts and posters
• using a dedicated community engagement project email group
• establishing an interactive or informative website
• issuing media releases and updates within organisation newsletters
• using informal communications and
• issuing reports.