Thursday 7 May 2020

COMMUNICATION IS A TWO-WAY STREET





Having spent my adult life involved with communication, I am very aware of the pitfalls. In forming meaningful relationships with others we must aim to communicate with those involved in a way that will enable them to understand, and respond appropriately.

With the arrival of the Coronavirus we are all getting used to the ‘new reality’, which could be with us for some time to come. Whilst I share the anguish of those who are suffering, in terms of their health, the welfare of their loved ones, security of employment or financial difficulty, there have been some clear benefits.

When it comes to local government, we have all had to grasp the increased use of technology to enable us to conduct our business, whilst still enabling public participation.

In recent weeks, after the hiatus in our formal meetings, caused by social distancing and lockdown, we have been frantically busy accessing social media, and downloading Skype, Zoom and 365 Teams, to name just a few of the changes taking place. To think that this is a temporary measure would be foolish. There are clearly environmental advantages in not having to travel distances to attend meetings, and cost savings too, but I am concerned that many members of the public, usually older residents, those with low income levels, a lack of technological skills and poor internet access (endemic across our county), are unable to participate freely. For some time now all organisations have been forcing us, and I do not use this term lightly, to go down the ‘digital’ route.

As it is the taxpayer who pays for local government services, I would argue that they should have a greater say in how services are delivered; it seems to me that in many respects it is more a case of the tail wagging the dog.

In the case of planning applications, where local communities have a vested interest in the outcome, it is increasingly difficult to access information to enable them to make informed decisions. Plans were once available in paper form, and online access does not always allow a clear overview. Likewise, when wanting to raise a query or access any number of services, it now almost impossible to speak to someone in person; forms are usually required to be completed, with the response taking days, or weeks.

In the battle against Coronavirus, it has been necessary to provide us with information to keep us safe, and to advise on changes to services we need to access; this applies to all organisations. What I object to in their methodology is that we receive the information they choose to send, when they wish to give it to us; more often than not it comes in the form of a ‘do not reply’ message.

As a customer, I prefer to reserve my right to respond, and feel short-changed when the communication is one way.