The Stakeholder Engagement Manual Volume 2 - AccountAbility

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Areas Obstacles to Participation Knowledge / Education/ Communication Issues Potential Solutions/Enablers Issue-specifi c knowledge Ability to use Information and Communications Technology (ICT) Literacy Communication styles Language Limited reach of press & media STAGE 3 Provide timely information Use different communication channels (e.g. print - and online media, community radio, community theatre) Provide training Provide information in various languages ‘Open-house’ days Infrastructure Availability of ICT Choose accessible locations Social-Cultural Context Finances Means of transport Unreliable infrastructure (possibly season specifi c) Social hierarchies (e.g. caste, gender, wealth) Local confl icts Lack of shared understanding of key customs Religion Culture-specifi c customs & communication styles Family and other responsibilities (e.g. harvest times, childcare) Costs of travel & accommodation Lost working-time Provide assistance with transportation Provide equipment and training for ICT if necessary Choose the right time (e.g. avoiding monsoon season) Ensure anonymity if required Be aware of potential confl icts between stakeholder groups Ensure that timing and location of engagement processes takes into account stakeholder’s needs. Location Do stakeholders feel comfortable? Be sensitive to stakeholder requirements Can there, if required, be adequate privacy or anonymity regarding the locations Compensate for lost working time Compensate for travel and accommodation costs Some of the key enablers for stakeholders to engage revolve either around knowledge, access to information, fi nances or time. Th e following guidelines regarding these areas are very helpful to keep in mind: • If you do provide fi nancial support to your stakeholders, do this on the basis of clear eligibility criteria and in a transparent manner. • Never lightly assume common levels of knowledge and similar understandings of concepts – be sure everybody involved understands the issues at stake. • Provide enough time: Stakeholders – just like the company – require time for digesting information, understanding and forming opinions amongst themselves. Good engagement also requires trust, which takes time to evolve. • Don’t just make stakeholders learn about your way of thinking – make sure you understand how they see things, too! THE PRACTITIONER'S HANDBOOK ON STAKEHOLDER ENGAGEMENT | 91
Strengthen Capacities for Engagement P13: CONSIDER YOUR STAKEHOLDERS’ REQUIREMENTS FOR ENGAGEMENT The Environment Council This UK environmental charity undertakes a number of facilitation engagements for companies, often in controversial industries. These have included the airport authority BAA and the nuclear company BNFL. As part of its approach the Environment Council has established a ‘Stakeholder Support Fund’ to overcome barriers for inclusion for some stakeholders related to resource limitations or the perceived dilemma for accepting money directly from a company. There are strict rules for access to the fund. These grants are given on a confi dential basis. A committee was formed to judge if stakeholders’ claims were eligible. Importantly, the rules and decision-making are both transparent and so open to public scrutiny. STAGE 3 REVIEW There is no discrete end to this Stage – it is the start of an ongoing process of people and systems development to ensure that you have the capacity to engage eff ectively with your stakeholders and they are able to engage with you. Outputs Enhanced ability of staff to engage Internal organisational systems that ensure successful engagement Ability of external stakeholders to engage
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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
Page 46 and 47: Stakeholder dependence on the organ
Page 48 and 49: High impact stakeholder groups are
Page 50 and 51: KEY PRIORITIES Sales, players and w
Page 52 and 53: STAGE 2 Take time to analyse and pl
Page 54 and 55: Analyse and Plan PRINCIPLES Th e ke
Page 56 and 57: Analyse and Plan P5: REVIEWING YOUR
Page 58 and 59: Analyse and Plan P5: REVIEWING YOUR
Page 60 and 61: Analyse and Plan P6: LEARNING FROM
Page 62 and 63: Analyse and Plan P6: LEARNING FROM
Page 64 and 65: Analyse and Plan P7: ASSESSING YOUR
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 95: 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 and 120: British American Tobacco Uses Indep
Page 121 and 122: STAGE 4 Article 13's Method of Asse
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
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Annex FURTHER RESOURCES & BIBLIOGRA
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Annex Interact Network: Framework f
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Annex FURTHER ACKNOWLEDGEMENTS In a
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Annex ACCOUNTABILITY AccountAbility
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Annex STAKEHOLDER RESEARCH ASSOCIAT
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