STAGE SEVEN – PROVIDING FEEDBACK

SUMMARY – STAGE SEVEN

This box gives you a brief summary of the main points in this stage. Click on the links below to find out more information on each point.

7.1 WHO NEEDS TO KNOW YOUR RESULTS?
7.2 WHAT DOES YOUR AUDIENCE NEED TO KNOW?
7.3 HOW WILL YOU TELL THEM?
7.4 USING THE MEDIA  
7.5 LINKING YOUR RESULTS TO DECISION MAKING
7.6 DON’T FORGET TO ENTER YOUR RESULTS ON ASK ME! – CONSULTATION PLANNER & FINDER
7.7 REMEMBER - KEY POINTS FROM STAGE 7

7.1 WHO NEEDS TO KNOW YOUR RESULTS?

You should ALWAYS provide feedback to your respondents and consultees. Refer back to your original list of stakeholders. Make sure that you let them know what was learnt and what we did with the information. In addition consider:

• Cabinet – you need to report the results of strategic/contentious consultation exercises
• Local Members – particularly if the results affect their ward or portfolio  
• Chief Officers, Heads of Service, Team Managers – particularly where the results affect their service  
• Front line staff and other Officers
• Partner organisations
• Users/residents and other members of the community
• Other identified stakeholders to check that you have not missed anyone out of the feedback

7.2 WHAT DOES YOUR AUDIENCE NEED TO KNOW?

You will need to take account of WHEN feedback should be provided to consultees. On some occasions this should be AFTER decisions are taken so that you can report not only what you found out, but also the outcome of the process.

Different audiences will want different levels of information. For example, residents may be interested in the headline findings of a residents’ attitude survey - but may be more interested in the detailed results of consultation on a controversial development in the area.

It is particularly important to give clear feedback when there has been controversy, or a decision has been taken which goes against popular opinion. In these circumstances respondents may want a detailed account of the findings and the outcomes, and to know how their views were taken into account – even if they didn’t get their desired result.

Care should be taken to communicate appropriately to all those who took part to increase public confidence in the process.

The levels of information you should consider providing include:

• What methodology was used and how it worked
• Headline findings or an executive summary  
• Full results document
• A 'dialogue' / table that answers each point raised during the consultation with the Authority's response. This is helpful in evidencing that results have been properly considered.
• Invitation for feedback/suggestions
• An action plan
• A 'You Said We Will' format - that sets out the actions that will arise as a result of the comments made

7.3 HOW WILL YOU TELL THEM?

Different audiences will have different needs so communicating the results of the consultation could take different forms and in many cases a mix of techniques is best. For example, communication methods could include:

• Feedback documents/letters to respondents, which include at a minimum headline findings and subsequent actions. Some respondents may want more detailed findings, think about the information you received from the participant and gear your feedback appropriately.
• Presentations
• Seminars and workshops
• Summary reports
• Detailed reports
• Through the Council’s email system – remember to obtain the necessary permission
• Through SMS/Text Messaging
• Make a video or use drama or other interactive method
• Residents’ newspaper or magazine
• Parish newsletter or magazine
• Through the Council’s intranet site
• Through the Council’s infonet site for Councillors
• Staff newsletters

Make sure that you consider the communication requirements of people who will be receiving your feedback.  Click here for guidance on Communicating with our Customers  (50.82 KB)

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If you need help understanding this paper in your own language, please contact Ethnic Access: 01905 25121

7.4 USING THE MEDIA  

The media is the most effective and cheapest channel for getting your news out to residents. Contact the Communications Unit (01905 766646)  or click here to visit the Units website for advice on putting out a media release.

7.5 LINKING YOUR RESULTS TO DECISION MAKING

The importance of linking consultation to a decision has been highlighted throughout this Toolkit and in the WCC Consultation Strategy. It is important to record/evidence and feedback how the results of the consultation have influenced the decision.

When a decision has been taken that is different to the opinions expressed through consultation it is important that this is clearly explained.

7.6 DON’T FORGET TO ENTER YOUR RESULTS ON ASK ME! – CONSULTATION PLANNER & FINDER

Don’t forget to log your outcomes and next steps on to the Ask Me! – Consultation Planner & Finder database.

Remember you can also upload a document on to the database or direct people to a website where they can find further information.

If you have any difficulties please contact Claire Bloss, Research and Intelligence Unit 01905 822020 or the Web Team (01905 766074)

Your feedback is important!

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