Part 1 Introduction
Why services don't consult
Chapter 1 Why consult?
Chapter 2 Making consultation work
Chapter 3 Choosing your approach
Chapter 4 Evaluating your consultation
Part 2 Consultation Methods
Complaints/Suggestions/Testing
Chapter 5 User comments and complaints
Chapter 6 Feedback from staff/suggestions schemes
Chapter 7 Mystery shopping
Chapter 8 Piloting changes
Meetings and Discussions (Qualitative)
Chapter 9 Open/public meetings
Chapter 10 Using representative groups
Chapter 11 Face-to-face interviews
Chapter 12 Focus groups
Chapter 13 User panels
Chapter 14 Citizens' panels
Chapter 15 Citizens' juries
Surveys (Quantitative)
Chapter 16 Questionnaire-based surveys
Chapter 17 Ballots/referenda/deliberative polling
Inviting written comments
Chapter 18 Written consultation exercises
Visuals and Presentations
Chapter 19 Open days/roadshows/exhibitions
Chapter 20 Information technology
Annex A: Further reading
Annex B: Useful contact organisations