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Policy is often formulated and services delivered without actively listening to communities affected or front line workers involved.

This seminar will examine the importance of listening and qualitative feedback. We will examine some innovative projects that involve cloud sourcing, mobile phones and video diaries as well as conventional face to face meetings that help to give a voice to marginalised and vulnerable groups as well as provide instant contact between front line workers and managers.

This seminar will look at how the digital age has enhanced communication so that listening can be pro active and two ways. It will look at engagement both online and off and how the two can work together effectively.

Public Service Launchpad

Prior to the Seminar at 12 noon Marc Barto from the Westminster Hub will be giving a briefing on their Public Service Launchpad which is a new programme to help passionate people who work in all kinds of public services – whether in local government, housing associations, the third sector or elsewhere – develop ideas to solve the problems that they encounter everyday.

You are welcome to join us for this briefing.

12. Noon - Public Service Launchpad Briefing

12.30 Coffee & Registration

1.00 - Brief Introduction To Seminar – Francis Sealey GlobalNet21 and Alan Waters LGiU

1.10 - Changing Our Culture. The Importance of Listening. Keynote Introduction by Helen Jones MP, Shadow Local Government Minister.

1.25 Questions to Helen Jones MP

1.45 Listening Both Online & Off

Bambos Charalambous – a London councillor talks about how a conventional forum can be created for active listening through his encounter with the homeless.

Anthony Carpen is an advisor to Government and Local Authorities and will illustrate how social media can be used to influence committees at both central and local government.

2.15 - Questions and Discussion

2.30 - Coffee

2.45 - Introduction to Three Case Studies – Francis Sealey

2.50 - Presentation - Peter Thomond of “Clever Together” tells us about an online tool that crowd sources employee or community opinion in a way that managers and decision makers can take action.

3.10 - Presentation - Vicki Fitzgerald of Gateway Family Services tells us about a phone app that empowers front line workers and allows instant feedback about clients and communities to managers and decision makers.

3.30 - Questions and discussion

3.50 - Digital Listening. Sergio Lopez Figueroa from Big Bang Lab talks about the value of digital tools to enable active listening and offer a forum to those marginalized voices that often go unheard.

4.10 - questions

4.25 - Feedback on Day

4.45 Close

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