the guardian

service providers need to rethink relationships

A recent survey has highlighted not only the dissatisfaction that customers feel against some service providers, but also how it affects their decision making and ultimately their choice. Picture 16

Research carried out recently by Benenden Healthcare Society looked at the psychological effects of the recession on people's attitude towards service providers and revealed some thought-provoking trends.

Now more than ever, what matters most is the connection among individuals in terms of trust, mutual understanding and shared values. Public services need to take note of this and decide whether, on the basis of this shift in consumer psychology, they are providing the best service possible.

Brilliant to see this reality backed up with concrete figures and statistics! Follow the author Mal on twitter...

*The image is from a training session 'Sallyent' ran for Manchester University, on Public Engagement. I like it.

Thanks to Kate for discovery.

User experience design expert

The Guardian talks to user experience design expert Nicky Smith.

"As senior research manager my role is to identify new trends or opportunities that could influence BBC strategy for digital products and services. I approach this using design thinking to take a user-centric approach to problem solving.


This can range from prototyping proof-of-concepts to exploring collaborations and partnership opportunities, either within the BBC or externally across industry and academia"

Great to read more about Nicky's job after meeting her in twitter world...

Fertile Mind

Are schools stifling creativity? Sir Ken Robinson tells Jessica Shepherd why learning should be good for the soul. sir-ken-robinson-0011

"All children start their school careers with sparkling imaginations, fertile minds, and a willingness to take risks with what they think," he says. "Most students never get to explore the full range of their abilities and interests ... Education is the system that's supposed to develop our natural abilities and enable us to make our way in the world. Instead, it is stifling the individual talents and abilities of too many students and killing their motivation to learn."

"The entire notion of "subjects" needs to be questioned, he says. "The idea of separate subjects that have nothing in common offends the principle of dynamism. School systems should base their curriculum not on the idea of separate subjects, but on the much more fertile idea of disciplines ... which makes possible a fluid and dynamic curriculum that is interdisciplinary."

Dundee families project

Dundee Families Project is a voluntary sector scheme that had been quietly transforming disruptive families for a decade and had an 84 per cent success rate. "This is my last chance to make it work. I want to keep my kids. I feel that for the first time I'm not being judged. I don't want to be a neighbour from hell. I want to be accepted in my community."

dundee-families-project-flat-living-room-14Because the project is part of the voluntary sector, families know that instead of threatening to take their children away, the project's workers are trying to help make sure that doesn't happen.

This project was on my doorstep and I have just discovered it!!