August 6, 2009

Guides and Resources

All organizations can improve their performance, and relationships, by gathering feedback from the people they serve and using this data to make management decisions.

To help we have developed a series of short tutorials on the Feedback Commons.

These tutorials are totally free to use and will guide you, step by step, through a radically simple one question survey, your first feedback loop, an introduction to Constituent Voice, designing your feedback system, survey design, net promoter analysis, dialogue and course correction, data collection, exploring your data, and gathering insights from your data.

Keystone invites you to use and adapt any of these tools in whatever ways work for you. We welcome any comments, criticisms and suggestions to make them better.

We also offer a range of services to organisations that want to improve based on feedback from their constituents. Find out more about our services.

Constituent Voice: Technical Note 1 (v1.1)

This September 2014 version of the Technical Note is the first revision of the note that was originally published in September 2013.

Constituent Voice™ (CV) is a methodology developed by Keystone Accountability to enable organizations to improve results by optimizing their relationships with their constituents. The purpose of this note is to help organizations understand what it is and how it works.

Constituent Voice™ is a work in progress. We have a strong focus on rapid cycle learning across all our work, including and maybe even especially with respect to our core methodology. We are constantly searching for better questions and new ways to ask then, for new approaches to analyzing and interpreting data, and for simple ways for organizations to respond and improve. While comprehensive in the sense of describing all aspects of our methodology, this note is not exhaustive in its illustrations. Examples of CV in action are recorded and published on our website continuously.

Use of Impact Evaluation Results

This is the fourth guidance note in a four-part series of notes related to impact evaluation developed by InterAction with financial support from the Rockefeller Foundation and highlights three themes crucial for effective utilization of evaluation results.

It was written by David Bonbright, Chief Executive of Keystone Accountability, who argues that the findings from impact evaluations – and indeed any evaluative activities – will not be used well unless and until we tackle and reform organizational culture. The most challenging suggestions in this note speak to the task of eliminating disincentives and creating incentives for adopting evaluation findings.

IPAL guide

Guide to help social purpose organizations to plan, monitor, evaluate and communicate their work in a way that makes practical sense of the complexity of social change processes and their measurement.

Theory of change

Theory of Change guide
A guide to developing a theory of change as a framework for inclusive dialogue, learning and accountability for social impact.

Theory of Change template
This interactive PDF template allows you to input information directly into it to build your theory of change.

Constituent Survey Guide – Networks
Based on the feedback survey for transnational social change networks project, this guide provides a step by step guide on how to implement a feedback survey.

Printable Guides

Learning with constituents guide
A guide to identifying, documenting and analyzing evidence of impact (planned or unplanned), and learning from evidence in dialogue with constituents.

Ethical framework for feedback exercises
This framework provides guidance conducting feedback in an ethical manner and informs all of Keystone’s feedback activities. A summary version is also available.

Constituency Voice Assessment framework
This framework sets out 16 indicators with notes for assessing the strength of Constituency Voice from the public reports of international development NGOs. We are developing a generic version of this framework.

ECOframe: Ecolodge Choice and Opportunity Framework May 2008
A valuation and reporting framework which can inform the full value creation that might be realised from the new enterprise.

Measuring the Impact of Civic Engagement, August 2011
This report provides an overview of the process used to develop impact measurement tools and is co-authored by Keystone’s David Bonbright. The new tool is now being tested by leading human service agencies in the USA.