Communication & Consultation Methods - Research Findings

Groups in Aberdeen
Newsletters in Circulation in Aberdeen City
Research Findings Report

The questionnaire was sent out to around 300 voluntary organisations in Aberdeen City (these included members and non-members of Aberdeen Council of Voluntary Organisations). It was identified that a number of these organisations had been wound up, moved premises or simply felt it inappropriate to respond due to their seeming limited involvement in the area of consultation and communication. However, there was still a good response rate from 82 organisations. All the research findings can be viewed by clicking on the links above.

The research findings includes a comprehensive list of the Groups in Aberdeen that responded to the questionnaire who did not want their details to remain anonymous. If you would like your groups details added to this list, please let me know, this will be kept as up-to-date as possible, so please inform me of any changes.

Part of the research was to identify all of the newsletters that are in circulation in Aberdeen and how to contact them, identify if they accept contributions, their frequency and so on. This spreadsheet is particularly useful in order for groups/organisations in Aberdeen to target specific newsletters and target audiences to highlight their news and events. Ninety-Four newsletters were identified from the research but I am sure there are much more, if you are aware of any newsletter that does not appear on the list, please let me know, the list will also be continually updated.

Some useful statistics I found were that:

• The most popular methods of communication are by telephone/fax, face-to-face, correspondence, and meetings. It is good to see that technology has not completely taken over the way we communicate. E-mail, websites, internet and extranet were further down the list in popularity.
• 36% of the respondents do not have a website, ACVO is helping to give these organisations some web presence and promote their work and services by offering them a webpage within the ACCN website.
• 13% did not have information leaflets—ACVO will also help those organisations that request help to produce a basic leaflet to promote themselves and circulate this through the ACVO mailing.
• Only a few organisations offered alternative communication methods at meetings such as translation and interpreting services, loop system, alternative documentation (i.e. Braille, enlarged print), signer and loudspeaker.
• Only 17 organisations out of 82 supplied their promotional materials in alternative formats such as audio tape, Braille, translated, CD/DVD/Video or download from website.
• The most useful consultation method identified was user comments and complaints procedures.
• The least useful consultation methods was mystery shopping.
• 43% of the respondents gave their consultees at least a month consultation period, 36% gave 3 months.
• Out of the 82 voluntary organisations that responded to this questionnaire, only 30 were recognised as a consultation avenue by Aberdeen City Council, 12 recognised by the Scottish Executive, 19 by NHS Grampian and 7 by others such as the Care Commission , Grampian Police, Grampian Fire & Rescue, Scottish Enterprise Grampian, Department of Health and the Scottish Qualification Authority

 

The research has highlighted some very interesting statistics, however it also emphasised some common problems that I and others can learn from:

• Difficulties that people wished their comments and details to remain confidential/anonymous—which means I could not promote the good work that they do.
• People only completing parts of the questionnaire which is evident in the statistics.
• Low response rate—through working in the voluntary sector for 4 years I am aware of so many groups whose details should be on the list but they did not return the form and without their permission cannot do so.
• It always seems to be easier to generate feedback if there is something negative to focus on – as opposed to building on a positive situation to progress things further.
• Illegible writing!!
• For internal use at ACVO, the respondents were 100% satisfied with the ACVO Mailing, ACVO Newsletter and E-Bulletin in their current formats. However, a more in-depth evaluation into the format and design of the E-Bulletin will take place very soon.

All events that were included in the questionnaire, will be highlighted in future E-Bulletins and have also been included on the Online Events Diary for the public and voluntary sector in Aberdeen City on the ACCN website at http://www.aberdeenccn.info/Events/Events.asp.   If you have any events you would like featured, please send details to me.

I have also received a number of requests from groups who do not have a website, to set up a webpage within the Aberdeen Care Communication Network which I am currently working through. If your group/organisations would like to take up this offer, please let me know.

 

Michelle Duff, Communications Support Officer

Aberdeen Council of Voluntary Organisations, mduff@acvo.org.uk