Sights and Sounds
Gallery

Consultation: How To Listen To The Wisdom Of Voices

Public consultation as a concept is not new. What is new is the emphasis that organisations and governments the world over are now giving to stakeholder engagement. They are willing to devote more time and resources to consultation as they recognise the positive benefits that engagement with their various stakeholders brings – be it product development, policy initiative or community activities.

Stakeholder dialogues and public consultation sessions help to identify key concerns and specific needs and to address these early. In addition, the consultation process helps governments and organisations to explain to their stakeholders the rationale of a policy/programme, and/or their product initiative, corporate social responsibility roles and obtain their participation.

To conduct public consultations effectively, organisations not only need sensitivity, objectivity and commitment, but proper planning, and an accurate definition of the issue on which stakeholder views are being sought. And of course, sufficient time. What appears to be a daunting task to many can be easily managed if one follows the following basic steps.

Define the topic/issue: If the stakeholders do not understand the issue that is being consulted on, they will not be able to provide good valid input. Technical terms should, wherever possible, be described in layman’s terms and with illustrations, if the issue is complex. For instance, in the consultation exercise on the amendments to the Human Organ Transplant Act, the government consulted different target groups and produced different literature aimed at specific target groups. Doctors could understand the issue – so medical terms were used liberally. The explanatory documents for the public used simple, clear language with analogies so that those with little or no medical knowledge, could understand the issues well.

Know your stakeholders: The entire public need not be consulted extensively at all times. Some subjects, especially technical subjects like changes in laws governing the regulatory framework of specific professional groups, are of interest only to them. Seeking their feedback, and those of the other related agencies will elicit sufficient feedback. But this does not rule out that others may also have some ideas or suggestions. Hence, while consulting extensively the immediate target groups, best practice dictates that the consultation exercise is announced, for example, via the media, associations, and related agency websites.

Allow sufficient time and resources: The lack of time and resources is often cited as a reason why consultation is difficult. While these are valid reasons, these issues can be overcome with forward planning, and the consultation materials prepared within the resources available. For instance, instead of printing glossy brochures on expensive paper, a simple brochure well designed and written, with appropriate illustrations, will work just as well.

Use the right format: Consultation can be carried out in many ways. Focus group discussions, surveys, advisory panels and exhibitions, are just some of the myriad ways. Time, place and language are other issues that need to be considered. For instance a nationwide survey for the construction of a playground in Redhill Constituency would be unnecessary and a waste of time. However, if the consultation is about how playgrounds should be developed in all HDB estates, a nation-wide survey may be the way to go.

Announce the outcome: Many organisations that conduct all the above well, overlook the need to ensure that they close the information loop – that is publicise the results of the consultation exercise, and how the feedback will be used. Sometimes time is needed to evaluate the feedback and make a final decision. However, the link between stakeholders and organisations can be maintained if the agency makes an interim announcement on what those who contributed their time and views could expect. And the promise needs to be followed through. Not everyone will agree with the final decision, it is critical that they feel that they have had a stake in the process and the decision, and they understand why the decision was taken.

Famous American cultural anthropologist Margaret Mead once said, “ Never doubt that a small group of thoughtful, committed citizens can change the world; indeed, it's the only thing that ever has.”