A formal or informal group of users of a service, who sign up as part of this group to keep up to date and involved with the service. They are able to be easily contacted to give their views/opinions/feedback, and can use the group to discuss topics related to the service. In advanced/more involved versions of such a group, they are also involved in decision-making, and some act as ambassadors in the community on behalf of the service.
Why?
Different services require and attract differing levels of interest. Whether the group also meets up offline or not, providing an online space for them can:
- Provide valuable ongoing feedback and user experience, through organised or casual feedback
- Be a resource for you in terms of ideas and experience
- If you get it right, act as ambassadors for the service in your community and be a communication resource
- An easy 'first point of call' in the community for future engagement/involvement
Resources
Varied - depending on the links you already have within the community, and how hard you find it to build up relationships of trust.
How
Set up
Recruitment
- Recruiting a small number at first, you can allow it to grow slowly.
- If you have a residents' panel, think about recruiting from their members.
- Recruit at the point of use where appropriate - perhaps produce a little flyer with detailed instructions (even if that is just 'sign up at your group link - send an email to ...@..... for assistance'), that people can pass to their neighbours.
- Think about the kind of diversity you need within your service users in order to get balanced opinion and views. Make an effort to recruit to acheive that diversity.
- Integrate it
Maintain
Whatever you are hoping to do, a diverse group from the community who have signed up as interested in supporting and informing decisions made in the delivery of that service will be an invaluable asset.
Ideas for continued use
- An online suggestions box
- Open a general call for ideas with no end date. Let people drop in their suggestions for improving the service whenever they think of it
- If you have an exisiting suggestions box, consider entering suggestions collected offline onto the online call for ideas
- An open topic
Don't overuse
Your only danger will be tiring them out, so try to combine activities as much as possible.
Incentivise
For some groups, improving the service will be reward enough. If these groups are integrated into, say, a citizens’ panel, they might already be incentivised to take part. Would a small incentive be appropriate? A monthly prize draw? Or a payment for particular types of participation.
Be creative