TAKE CAMP 2018  – notes from a few of the sessions

(Thanks to @jeantonsson)

REACHING THE DISENGAGED

The challenge is that reaching out to people is time consuming since this often becomes a problem in tightly planned consultations. Among the things that can be done are:

  • Listen to them to get them to listen to you.
  • Reach out to key figures to reach that person’s network
  • Focus and communicate the outcome of the consultation (flip the message) – better explain why it is done and what it will lead to. Go from “have your say…. “ to “this is what we need to do and we need your help…”
  • Work with a story and connect that to collecting data.
  • Use behavioural change techniques to understand what the issues the issues behind people’s complaints and discontent

OUTRAGE MANAGEMENT

The theory of outrage – why are people angry?

Listen for these three when people speak:

Outright lies – ignore completely, do not try to refute

Exaggerated complaints – ignore completely, do not try to refute

Valid grievances – focus on this

If only focusing on valid grievances, there is a chance to get people out of their outrage so that you can talk to them. This is how you can manage someone’s outrage.

Among things to think about when in contact with outraged or very emotional people:

  • Public meetings makes responding difficult and it is usually a way for people to ventilate.
    • Have a person who takes the hit from angry voices.
    • Have a person from the public/audience who will tell people to stop “Enough!” “Shut up already!”
    • Work as a team – help each other to handle the situation.
    • Have witnesses
    • Approach known angry people proactively.
  • When focusing on people’s valid grievances, listen but also continue to ask questions to tire them out.
  • Think about people’s values instead of their opinions.
  • Kill with kindness – offer to sit down and talk over a cup of tea and a biscuit to interrupt their anger circle and to come across as friendly.
  • Lower the guard – get invited to people’s house, invite people to your house or eat together (remember the safety aspect here – these activities are not always an option).
  • Changing venue changes their behaviour but is also changes our behaviour.

 

FACE TO FACE CONVERSATIONS IN A DIGITAL WORLD

  • The ground rule is always to use a mix of methods when engaging people, both online and offline.
  • Deliberative events where people meet can be good and useful for more complicated issues.
  • Is there really a difference between online and offline participation? (the group doesn’t agree)

 

MAKING ENGAGEMENT FUN

  • Fun doesn’t always work with everyone.
  • Best way to reach a diverse crowd of people is to try fun activities but show that there is a qualitative outcome.
  • Stay away from single method engagement. That way fun activities can be combined with conventional methods.
  • Draw attention to what you are doing with something that looks fun.
  • One example of fun engagement is gamification – how can we do engagement activities like a game?