Coming through denial

This month’s annual Feedback Summit in Washington DC has been chronicled by journalist Marc Gunther as the moment where we recognized that we have arrived, and asked first order questions.  In my blog post last week I said that I thought we had, collectively, set our intention for fundamental transformation[…]

Democracy is alive

Last month I attended a very British event at the London School of Economics. A hundred or so of us gathered in the Shaw Library, named after George Bernard Shaw, one of the founders of LSE. We were invited there by the Webb Memorial Trust, a charity dedicated to advance[…]

How the weather is linked to social change

If you’re one of the two billion people who own a smartphone, it likely comes with a weather app. The app is probably equipped with convenient features like maps that give you all sorts of forecast spectrums ranging from temperatures and uv index dangers, to allergen warnings. You can share[…]

Using client feedback to test a theory of change

US nonprofit LIFT, which works to end intergenerational poverty, has been using client feedback to test its theory of change. LIFT works with low income families in Chicago, Los Angeles, New York and Washington, D.C. Parents (who LIFT call members) are paired with volunteer advocates and they work together to[…]

Those Low Response Rates

Surveys are a double-edged sword. It is useful, irresistibly so, to be able to assert something that is supported by survey results. Most of us are enthralled by this sirens’ call – I certainly am! But at the same time, surveys are riddled with two kinds of distortions. These have[…]

‘Speak Up Week’ – how to get clients interested in giving feedback

Our House in Little Rock, Arkansas provides housing, children’s programs, career and homelessness-prevention services. And a master class in how to get your staff and your clients enthused about collecting feedback. Joy Ritchey, Grants Manger for Our House, which serves more than 1800 people a year, explained that they have[…]

From client feedback to radical redesign

Client feedback resulted in a radical redesign of how one homelessness charity offers all its services. Back in 2011, thanks to the tough funding climate in the UK the Mayday Trust was considering whether it should merge with another organization and decided to review its services. In an attempt to[…]