We don't have enough time
Time spent asking people for their views is rarely wasted. It doesn't need to be a separate exercise, and can be simple to build into your normal exchanges with your users. And whatever response you get (even no response!) provides useful information. You could be investing considerable time and effort in providing a service that people don't actually want, so build time into your programme.
It's too costly
Not all consultation is expensive. Using existing information, like user comments and complaints, or asking your own staff for their views, is cheap and often gives very valuable feedback. If you are providing a service that doesn't meet your users' needs, how many resources are you wasting without knowing it?
We might raise people's expectations and be unable to deliver
Explain the context of your consultation clearly - the areas where you can make changes and the areas where you can't. Most people are realistic, and understand that resources are limited. But you must be prepared to make some changes - otherwise you shouldn't ask for views. Make sure you report back on the results of your consultation, and explain why, when suggestions couldn't be met. You will probably find that people expect you to consult them, and will be critical if you don't.
People who participate are not representative
You'll never be able to ask everybody, but there are ways of making sure that the people you consult are representative by using statistical sampling techniques. And try to use a number of different consultation methods, so that you are able to reach different groups of people and increase the range of views you receive. Think about the needs of different groups, and identify ways of making it easy for them to get involved.
People won't understand the issues involved
Give people the information they need in plain language to enable them to make informed comments. Users (and non-users) may not be aware of all the issues, but it does not usually take them long to learn.
People will never agree
Don't assume that you are going to get agreement - you probably won't. Consultation and involvement mean discussion and negotiation. In the end, you will have to make the final decision yourself, but you will do this from a better, more informed understanding of the issues and people's views if you have consulted first.
People aren't interested
Remember that those you want to consult are probably busy people, too. They may be interested, but don't have time to give their views,
or think you won't take any notice of them. Make it easy for people
to participate, think about ways of encouraging comments, and feed back to them so that they know what has been done as a result of their contributions. If you are willing to make an effort there are always ways to interest people.
Our services already meet people's needs -
we haven't had any complaints
Never assume that your services are perfect. If you haven't had
any complaints, it might just mean that people don't know how
to complain, can't be bothered, or think you won't take any notice
of their views. The obvious way to find out whether services meet people's needs is to ask them.
It might encourage people to complain
Complaints may well increase as a result of consultation, but look on this positively. It's no use to you or them if people who aren't happy with the service suffer in silence. Use complaints to improve your systems and services. They are one of the cheapest ways to learn from your users.
We don't know how to consult
Read on . . .this guide should help.
