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Section 3 Issues and concerns in research and consultation

3.11 Reporting and acting on findings

One of the ten key principles of quality in research and consultation is that social landlords should use the findings to improve service delivery and give feedback to those who participate in research and consultation exercises, so that they know that their views have been heard and acted upon. This will help to promote awareness of the purpose and use of research and consultation and may encourage future participation. Planned changes should be monitored and kept under review as part of an ongoing research and consultation strategy.

Priorities for action

Deciding on the priorities for action arising from the findings of research and consultation is linked to the original utilisation-focus of the research. Intended users should consider the findings. This may be done in consultation with service users themselves.

A useful framework for identifying action priorities based on research and consultation findings is outlined in Figure 3.2. This process is discussed more fully elsewhere (see references (8)).

Figure 3.2 A framework for action

Make dissemination a proactive process

Traditional dissemination is often a fairly passive process of publication of written findings. However, dissemination that is linked to learning and action will be a more proactive process that uses the findings as a medium through which to create a dialogue and achieve change. This needs to be built into the design of the dissemination process and choice of media. An active dissemination process might involve making presentations to groups of stakeholders, other agency staff and service users to alert them to issues and to discuss potential solutions. Many qualitative and other more innovative approaches to research and consultation may produce material that can be presented to different audiences with this intention. Examples of this include Photovoice, Participatory Appraisal and Using Stories. South Lanarkshire Council have used the active dissemination of stories from homelessness service users at a conference with partner agencies.

Practice point

• Make dissemination a proactive and creative process that identifies and targets different audiences in ways suited to their need for information and likely interests.

Communicating findings and actions

Findings from research and consultation should be reported to service users, staff, committee members and councillors. Some social landlords may wish to communicate them to the wider public and other audiences.

The type of feedback and how it is provided will vary depending on the nature of the project and the audience and it is likely that most findings will be communicated in some written form, although this need not be a full research report.

Consideration of audience is key. All audiences will appreciate targeted reporting that:

• anticipates their interests;

• provides sufficient information;

• includes details of how to obtain more information if desired;

• is written in an appropriate and accessible way; and

• is available in other formats.

Whilst some audiences appreciate brevity, others may wish to know more detailed information about the basis of the evidence, interpretation and priorities for action. A full technical report is likely to be of most interest to specialist staff and those with an interest in appraising the quality of the research and consultation process itself.

Where service users themselves are the audience the messages need to be short and to the point. They should be told:

• what action is proposed;

• when the change will be implemented;

• why the change is happening, that is, what evidence is the decision based on?;

• how they can give their comments on the proposed changes; and

• how they can obtain fuller information if they require it.

Many social landlords use newsletters or inserts into regular bulletins to communicate service user feedback. For extensive exercises, it may be worth producing a special edition or a separate report focused on feedback.

Different media will be suitable for different audiences. Options for communication of research and consultation findings include:

• research report

• findings or a short summary of the key findings

• executive summaries

• digests/abstracts

• newsletters and inserts into other publications

• web publication

• videos

• DVDs/CD-roms

• posters/exhibitions

• presentations to specific audiences such as staff, council members

• other events – tie-in launch of research

• e-mailed alerts with hyperlinks to reports on the web

• press releases.

General rules for presentation of findings

The key rule is to match the style to the audience. Figure 3.3 provides some tips for the presentation of written reports, tables, graphics and charts.

Figure 3.3 Tips for the presentation of written reports, tables, graphics and charts

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