Tool 2: Engaging older people online

by Denise, Dee, Niam, Maggie, Kevin, Matt (support by Gavin)


What is it for?
For guiding the development of work and initiatives around the engagement of older people online.


Instructions

1. Understand your target group
2. Locate the relevant segments on the USER SEGMENTATION sheet
3. Key advice for each segments is in each quadrant
4. Each quadrant also points you to relevant suggestion example sheets. Using these prompts, design programmes and websites relevant to your own organisation and specific target users.

Download HERE the segmentation sheet and explanation, including:

• reasons to engage
• ways to communicate
• knowledge exchange oportunities
• making it easy online

See also Older people, technology and community: the potential of technology to help older people renew or develop social contacts and to actively engage in their communities, a report by Independent Age, May 2010.

Tool 3: A rough diamond; map to design WITH older people

by Paul, Daksha and Tim (support by Jonas)

Download HERE the 'Rough diamond' map to design services with older people


10 Principles:
Engage with others as you wish to be engaged yourself

1. Keep involvement open
2. Base policy on evidence or examples
3. Be transparant and honest
4. Be aware of political considerations
5. Ensure sustainability (for the life of the project)
6. Join up consultation
7. Work with people who reflect a wider group (not just themselves)
8. Encourage people to take responsability
9. Work iterative and test
10. Make decisions with all people involved
    

Tool 4: Landscape of engagement

by Barry, Noreen, June (support from Joseph)

Download HERE the landscape of engagement diagram
Download HERE the profile prompt sheet

Tool 3: Working WITH older people

by Paul, Daksha and Denise

Title: Involving Customers in the Design and Management of Services
What is it for: Guiding people through the process of involving customers in the design of services, and the management of performance.
What is it: A rough diamond.

How does it work: Perfect models for involving customers generally only work in theory. As none of us work there, we thought we'd try designing something for the real world instead.

To use this tool, you should follow the process for involving customers, and other stakeholders, mapped out by the (darker) green arrows from left to right.

There are also some lighter green arrows which are issues that you should keep in mind (such as local politics) through out the process.

As you follow this path, you should aspire to achieve along the way the 'Heaven' of best practice (blue Post-It notes) and avoid the 'Hell' of worst practice (orange Post-It notes).

Given the reality of most people's situations, we expect that people will generally experience aspects of the two extremes, although we obviously hope that they stay mostly in the blue.

If the future's bright, then it's not orange.

Tool 4: Map to participation

by Alex, Barry, June, Noreen, Daksha

Title: Map to participation
What it's for: to get hard to reach groups to participate more actively in the work we do
What it is: this is a planning tool for an engagement process, showing methods and building blocks on different levels of participation and the barriers to cirumvent
How it works: we want to move a specific hard to reach group (orange post-it) towards active participation (center of the map). On each level, you pick out building blocks (green) and methods (yellow) to help doing that. On each level you also identify barriers (pink) and look at ways to circumvent them before you get to them.

More about this tool:
For each specific group there are a number of steps or building blocks (green post-its). For example, on the first level something has to be going on to make sure we know what they want.

But there are also barriers (pink post-its) that could hit and cause people to fall back. A group might have a transition problem so they don't understand what we're telling them.

On a higher level, we can use building blocks such as incentivising or linking them with other groups. A barrier on that level might be that we have to high expectations of them they might want to stop there.

Some of the methods (yellow post-its) are good examples of our own work, e.g. making sure not to use branding of the council if that puts people off with a trust issue.