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.
