TACKLING AN ENGAGEMENT
CHALLENGE TOGETHER
Worksheets and templates.
Tool 1: involvement process map
Involvement process
map
ACTION!
- service
provided
- performance
monitored
Pilot &
test
actions
Action and
Implementation
Design and Test
REVIEW
Set up and define
purpose
Identify actions:
- useful?
- measurable?
- benchmark?
- smart?
REVIEW
Agree group:
-Chair
-Responsibilities
- Decision making
- Minutes
REVIEW
SPARK
Identify
outcomes
and / or
partners /
user reps
Activity 1: WORKSHEET
What we do (or would like to do) to
engage people in design & delivery of
services?
Capabilities
System: Ways we influence strategy
and policy, and how we make changes
happen at scale.
Organisation: Ways we organise
ourselves to work with individuals &
partners, and how we develop our
capacity and expertise.
Service design: Ways we design,
develop, commission and improve our
services.
Insight: Ways we gather, manage,
share and use input from individuals and
services.
Experience: What makes the services
we deliver feel accessible, appropriate,
attractive, meaningful.
< What we do
well
What we need to develop >
Activity 2: WORKSHEET
1. Channels
Who is the target group(s)?
What do we want to communicate about?
- a service people need
- an issue people need advice on, now or in the future
What channels do we currently communicate
through about this issue / service with this target
group.
What works and what doesnt work? What appears to
be the enablers and the barriers to communicating with
this group about this issue / service?
What do we know has worked well with this group around
a different issue ? What do we know has worked well
with other groups?
Note here channels through which we could
communicate about this issue / service with this target
group
Activity 2: WORKSHEET
2. Segmentation
Activity 2: WORKSHEET
Overview
3. Profiles
Question
Answer
Question
Answer
Question
Answer
Activity 2: WORKSHEET
4. Circles
Activity 2: WORKSHEET
5. Timeline
Activity 2: WORKSHEET
6. Engagement pathway
Selfproduce
Support
others
Champion
Sustained
Engaging
Unaware
Able to
engage
Methods
Want to
engage
Barriers
Aware
Unaware
Building
Blocks
Activity 2: WORKSHEET
7. Process map
Best Practice
Process steps
Worst practice
Activity 3: WORKSHEET
Idea capture
Outputs
(What do we want to get out of this?
In what format do we need outputs to be
to be most useful?)
Input
(What do we have to feed in to get our output? In what
format? Initial input or continous updates?)
Who it is for
(Who will use this tool? For example frontline staff,
citizens, policy officers?
Who else will need to be involved?)
Constraints
(Limited resources to support the tool, it’s use and
application. For example expertise, skills, time).
Activity 3: WORKSHEET
Roadmap
What are the key activities?
(e.g. recruitment, lobbying,
testing)
Who to involve?
(e.g. engagement officer, service provider,
or an older people forum)
What tools?
(including aspects of tools, e.g. personas,
a checklist or communication plan)
What else is needed?
(e.g. weekly meetings, transport, IT system)
Activity 3: WORKSHEET
Actions
Question
Action 1
Action 2
Action 3
Action 4
Action 5
Action 6
Action 7
Action 8
Action 9
Action 10