The Stakeholder Engagement Manual Volume 2 - AccountAbility

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Engage with your stakeholders in ways that work P15: DESIGNING THE ENGAGEMENT PROCESS Logistics Where and when will the engagement take place? Will it be a ‘one-off ’, or a series of events? Take into account the needs of participants: Is the venue comfortable, accessible, neutral? Is the location convenient and accessible by public and private transportation? Does the timing fi t in with stakeholders’ other commitments and concerns e.g. work, childcare, harvest time, safety, religious festival. Provide food, lodging and transportation as necessary. If it is an international event, will some stakeholders be jet lagged or overwhelmed by the foreign environment? If you are planning an online engagement process make sure it is accessible from diff erent platforms and to people without broadband or the latest browsers and plug-ins. Make sure you have enough room for planned activities (e.g. break-outs), ensure that acoustics and lighting are good. Plan the seating arrangements to support your objectives (e.g. semi-circular or round formats for discussions rather than podium and audience, tables or fl ipcharts for writing on). Record keeping and assurance Make plans for keeping a record of who attended, proceedings, outcomes and any commitments made during the engagement, which will need to be followed up. How will this record be assured (for example by circulating to all present for comment/sign-off or through the involvement of an external facilitator/assurance provider – see Stage 5 for further details on assurance). How will the proceedings and outcomes of the engagement be communicated and to whom? What records need to be kept for your audit trail? Do you need to assure participants of complete confi dentiality or complete openness – or something in between (e.g. Chatham house rule)? Do you need to directly record the proceedings using video or audio recording or photography? Make sure participants know and don’t mind being recorded. What are you going to do with the recording? Signals of success Consider how you will judge whether the process has been successful. Set targets for input, output and outcome indicators of success such as, engagement going to plan, participant numbers, participant feedback, media coverage, consensus reached. Plan methods for participants to provide feedback about their satisfaction with the process itself. Th e case box below provides a good example of how this can be done.
STAGE 4 Article 13's Method of Assesing Engagement with Stakeholders The consultancy Article 13, when carrying out stakeholder engagements, ask the following questions to identify the stakeholder perspectives and their measurements of success: • How was it for you? (Was it safe, accessible, transparent, clear, trust-building, informed, involved, relevant, participative?) • Did we achieve the purpose of the engagement? • How could we improve the engagement? • How could we move forward to ensure delivery to the objective/purpose? • How will you judge that we have listened, learned, and taken action? • What would make these evident for you? • Would you like to continue the engagement process? • How would you like to move on? Risk anticipation What could go wrong? (for example participants getting locked into defending combative positions, key stakeholders declining to engage, individuals breaking confi dentiality agreements). Make contingency plans to deal with the most likely or damaging risks. Consider what might happen if stakeholder expectations are not met. SUGGESTED METHODOLOGY M15: DESIGNING THE ENGAGEMENT PROCESS The purpose of this activity is to ensure that the engagement process is well designed to meet its objectives and well managed to run smoothly. • Identify people who will be involved in running the engagement process – both from inside and outside your organisation. Also identify any stakeholder representatives that can help with designing the process. • Either as a group or according to the individual responsibilities (e.g. logistics co-ordindator), run through the checklist of issues and options. • Write an engagement plan covering key design issues, associated tasks, responsibilities, resources and timelines. THE PRACTITIONER'S HANDBOOK ON STAKEHOLDER ENGAGEMENT | 115
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VOLUME 2
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Forewords Foreword by AccountAbilit
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Contents WELCOME STAGE 1 STAGE 2 ST
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Introduction OPENING NOTE Backgroun
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Introduction WHY ENGAGE? Th e past
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Introduction WHAT IS IN THIS HANDBO
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Forwards Introduction HOW TO USE TH
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Introduction PRINCIPLES AND STANDAR
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Introduction PRINCIPLES AND STANDAR
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Introduction PROCESS SUMMARY STAGE
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Introduction BEFORE YOU START Befor
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Think Strategically STAGE 1 PURPOSE
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STAGE 1 Th e process outlined in th
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STAGE 1 SUGGESTED METHODOLOGY M1: M
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Camelot's Eight Stakeholder Groups
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New obligations Public Scrutiny New
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Awareness and Preparedness for Emer
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STAGE 1 • Identify Strategic Enga
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P3: IDENTIFYING ISSUES A B C D E ST
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‘What we know’ ‘What they tel
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STAGE 1 THINGS TO CONSIDER This is
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Latent Emerging The Four Stages of
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Stakeholder dependence on the organ
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High impact stakeholder groups are
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KEY PRIORITIES Sales, players and w
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STAGE 2 Take time to analyse and pl
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Analyse and Plan PRINCIPLES Th e ke
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Analyse and Plan P5: REVIEWING YOUR
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Analyse and Plan P5: REVIEWING YOUR
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Analyse and Plan P6: LEARNING FROM
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Analyse and Plan P6: LEARNING FROM
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Analyse and Plan P7: ASSESSING YOUR
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Page 70 and 71: Analyse and Plan P8: UNDERSTANDING
Page 76 and 77: Analyse and Plan P9: CHECKING FOR R
Page 78 and 79: Analyse and Plan P9: CHECKING FOR R
Page 80 and 81: Analyse and Plan P10: CREATING AN I
Page 83 and 84: STAGE 3 Maintain and strengthen the
Page 85 and 86: Strengthen Capacities for Engagemen
Page 99 and 100: Engage with your stakeholders in wa
Page 101 and 102: How this Stage relates to the other
Page 103 and 104: Level Remain Passive Monitor Inform
Page 105 and 106: STAGE 4 • Use the table, as well
Page 107 and 108: Telephone Hotlines (continued) One-
Page 109 and 110: STAGE 4 Involving Stakeholders in I
Page 111 and 112: Stakeholder Advisory or Assurance P
Page 113 and 114: 12 Offi ce of Consumer Affairs “V
Page 115 and 116: Name Common Facilitation Techniques
Page 117 and 118: STAGE 4 Outcomes and process planni
Page 119: British American Tobacco Uses Indep
Page 123: STAGE 4 REVIEW STAGE 4 By the end o
Page 126 and 127: Take action and review the engageme
Page 128 and 129: P16: CREATING A PLAN FOR ACTION STA
Page 130 and 131: Strategic Objective STAGE 5 THINGS
Page 132 and 133: Camelot's Performance Reporting STA
Page 134 and 135: BAT's Reporting on Stakeholder Dial
Page 136 and 137: STAGE 5 SUGGESTED METHODOLOGY M17:
Page 138 and 139: Thinking about Assurance (continued
Page 140 and 141: Engagement Process SUMMARY TEMPLATE
Page 142 and 143: ANNEX
Page 144 and 145: Annex JARGON BUSTER JARGON BUSTER 1
Page 146 and 147: Annex FURTHER RESOURCES & BIBLIOGRA
Page 148 and 149: Annex Interact Network: Framework f
Page 150 and 151: Annex FURTHER ACKNOWLEDGEMENTS In a
Page 152 and 153: Annex ACCOUNTABILITY AccountAbility
Page 154: Annex STAKEHOLDER RESEARCH ASSOCIAT
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The Stakeholder Engagement Manual Volume 2 - AccountAbility

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