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  • 7/30/2019 Blog for Posting Jan 13 FINAL

    1/8

    OURVOICE.OURVALUES.OURCONTROVERSY.

    Wereknownforourworkwithhighemotion,conflictandcontroversybutwedont

    usuallygenerateit!

    Dialogue Partners is known for

    its good work in public

    engagement on complex and

    complicated issues.Wespecializeincivicengagementin

    situationsofhighemotion,conflictor

    controversy.Itsayssorightonourwebsite

    itswhatweatDialoguePartnersare

    knownforandwhatwedobest.Weve

    workedonissuessuchasnuclearwaste,inner-cityschoolclosures,spendingpriorities

    formunicipalservicesandbudgets,healing

    andreconciliationforInuitpeople,

    environmentaljustice,decadeslongconflicts

    withthreatsofblockadesandbombingsto

    hydrostations,communityconflictin

    recoveryfrommassivebushfiresand

    flooding,waterasahumanright,time

    deferralsforblooddonationbymenwho

    havesexwithmenandmore.Thesekindsof

    issuestypifytheworkwedohighemotion

    andhighstakes.

    WevewonawardsfromtheCanadian

    AssociationforMunicipalAdministratorsin

    innovationforcitizenengagementanda

    numberofawardsfromtheInternational

    AssociationofPublicParticipation(IAP2)for

    ethicalandintegralprojectsthatalignwith

    theverybestpublicengagementstandards,

    CoreValuesandbestpractices.

    Weareoftenbroughtintoaprojectwhenthereisalreadyconflict,controversyand

    emotion.Wedontcreateit;wehelpothers

    figureouthowtoworkwithinit,honourall

    voices,andhelpeveryonefindapath

    forward.

    So imagine our surprise this

    week when we found ourselves

    in the middle of an extremely

    controversial situationwhich

    we played a part in creating.Wearehuman.Quitehumaninfact.And

    wevemadesomemistakes.

    Werecurrentlyworkinginpartnershipwith

    theCityofHamiltononaprojectwherethingshavegonereallywrong,reallyfast.

    Wheremistakeshavebeenmade,where

    peoplehavequestionedourcredibility,our

    competenceandourabilitytodomeaningful

    andeffectiveengagement.Andwhere

    togetherwevesatbackwithourpartner

    andsilentlywatchedthemomentumofitall

    buildtothepointofhavingtocallatime-

    out.Thisallhappenedfromthemomentof

    theprojectlaunch,overaveryshortperiod

    oflessthan3days.Alotofnegativethingshavebeensaidabouttheproject,aboutthe

    City,aboutthosecitizenswhovetriedto

    standupfortheproject,andaboutus

    directly.

    Wevetriedtobetruetoourvaluesand

    whatweknowthatitispossibletotalkto

    anyoneaboutanything,eventhingsthatare

    highlyemotionalifyoudosowithcalm,

    caring,respectandgenerosity.Ourteam

    conversationsaboutwhattodobroughtto

    mindthesloganofKeepCalmandCarry

    On,andthestorybehinditresonatedfor

    us.Youcanlearnmoreaboutthestory

    http://www.youtube.com/watch?v=FrHkKXF

    RbCI&feature=youtu.be

    Wethoughtwedstartwithwhatweve

    learned,andthensharethestoryofwhat

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    hashappenedsofar.Wewelcomeyour

    inputandsuggestionsonthisjourneywere

    on.

    What lessons have we learned

    this week?1. Youneedgroundrulesof

    engagement,evenonline,

    especiallybeforeyoustarta

    conversation.Wevealwaysbeenproponentsofhavingpeoplecreate

    theserulesthemselves,andof

    believingintheverybestofpeople

    andhowtheywillrisetothe

    challengeofsupportingeachother

    inconversation.Turnsout

    sometimesyouneedtostartthe

    conversationwithbasicrulesof

    engagementlikeEveryonehasa

    righttoavoiceItsOKifwehave

    differentopinionsandEveryone

    hasarighttorespect.Wewould

    neverallowparticipantsinaroomto

    saysomeofthethingsthatwere

    saidonline.Bullyingand

    intimidationarenotacceptable,

    anywhere.Weareguardiansofthe

    processandtheretoensurethevoicesofallcitizensareheard.

    2. Theloudestvoicesdonotrepresenteveryone.Itseasyto

    losesightofthosewhowantto

    participatewhenallyouhearis

    negativity,orifthereareveryloud

    voicesspeaking.Weknowfrom

    experienceitishardertogivevoice

    towhatyoudowant,andeasierto

    criticizeandsaywhatyoudonotwant.Behindthosefewloudvoices

    areactuallyhundredsofother

    peoplewhohaveaskedtobesigned

    upforthenewsletterandalready

    participatedintheonline

    opportunities,andtheyaredifferent

    voicessayingverydifferentthings

    thanmanyofthosewhoaremost

    vocal.Wewanttobeclearit

    doesntmeantheloudvoicesarent

    importantandwedefinitelywantto

    hearfromthem.Werespectthe

    importantissuestheyhaveraised.

    Buttheydontspeakforall

    Hamiltonians,andtheloudnessand

    disrespectofsomeofthemhave

    silencedthevoicesofothers.

    3. Silenceisnotgolden.Walkingintotheconversationistheonlyway

    tohaveafulldiscussion.Weagreed

    withourpartnertositinsilence,but

    silenceisnottherightresponsein

    thissituation.WerespecttheCityof

    Hamilton,andunderstandtheirhesitancytospeak,butwethink

    togetherweveseentheharmthat

    silencecreates.

    4. Balancemomentumwithspeed.Intheflurryofaprojectlaunch,if

    therearetoomanycommunications

    andengagementpiecesgoingonat

    oncethereisagreaterlikelihoodof

    errorsbeingmade.Theproject

    timelineswerechangedandthetimelinewascondensedthat

    meansweconsolidatedmultiple

    opportunitiesforinvolvementintoa

    3-monthwindow.Thatwasnotour

    originalplan.Wethinkweve

    learneditsbesttobuildgradually

    onmomentumandinterest

    generatedfromevents,andallow

    longertimelines.

    5.Itshardtoconveyrespect,openness,curiosityand

    trustworthinessin140

    charactersorless.Werestill

    figuringoutwhatthismeansforthe

    useofTwitterinsituationsof

    mistrustandemotion.Weknow

    fromexperienceyoucantresolve

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    conflictinshortburstsofopinion,

    anditrequiresindepth

    conversation.Youalsocanthavea

    fullandthoughtfulconversationin

    soundbites,andyoucantsolve

    complexproblemsthatwayeither.

    6. Neverunderestimatethepowerofagroup.Wevealwaysknown,respected,andadvocatedforthe

    powerofpeoplesvoices.Wethink

    Twitterusersaskedimportant

    questionsabouttheproject,our

    role,ourpayment,andour

    knowledge.However,somewherein

    thetweetingfrenzyonMondayand

    Tuesdaythetonebecameabout

    takingdownDialoguePartners

    insteadoftalkingaboutCity

    services,Cityneeds,orbuildingupa

    community.

    7. Ameaningful,inclusiveprocessiscritical.TheprocessforOur

    Voice.OurHamilton. isinclusive,

    focusedonarichandthoughtful

    conversationaboutCityservices

    designedtogatherinputinways

    thatworksforallHamiltonians.Westandbytheprocesswehave

    designedandbelieveitistheright

    onefortheCity.Weknowagroup

    hasorganizedovertheuseofa

    differentonlinetoolwerevery

    familiarwiththistoolbutweknow

    thatonecooltooldoesntreach

    everyone,allowforrespectful

    discourse,taketheconversation

    beyondasurfacelevel,orincrease

    understanding.Oneonlinetoolisntareplacementtoameaningful

    conversationforallHamiltonians.

    8. Publicengagementcanbeemotional,controversialand

    doesntflowinastraightline.

    Wevealwaysknownthat,and

    wevealwaysexpectedtohaveto

    adaptandbeflexibleinaprocesssowecanberesponsivetowhat

    emergesandpeoplesneeds.Ittakes

    couragetoNOTjumptojudgmentor

    conclusionwhenvoicesgetloudand

    toallowspaceforadiversityof

    viewsinafullconversation.

    9. Therearereasonstohirefirmsfromoutsidethecommunity

    thatdonthaveabias,opinionor

    stakeintheconversation.HavingastatedopiniononCityservices,a

    viewonCityHall,advocatingfor

    yourownservicestoberetained,

    belittlingthosewhohavedifferent

    viewsthanyoudothesekindsof

    thingsimpacttheengagement

    processsignificantlyandwouldnot

    servetheneedsofallHamiltonians.

    Hiringsomeonefromoutsidethe

    communitymeanstheyneedto

    learnmoreaboutthecommunity,

    butitalsomeanstheydonthavea

    stakeintheoutcomeofthe

    conversation.

    10.Wearehumbled.Bythepowerofpeoplesvoice,theiremotionand

    passionfortheirCity.Wevealways

    saidpeoplecandoanythingifthey

    cometogetherwithintentionto

    maketheirvoicesheard.Werespect

    thepowerandpassionoftheir

    voices.

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    So what happened?ItstartedwithTwitterandspreadto

    Facebook,andforthemostpartstayed

    withinthesphereitstarted,andthemedia

    coveredthesevoicesandviews.

    Inthefirst24hoursweissuedanapologyfor

    ourmisstepinaskingwhatwasseenasa

    dumbquestion.Wethoughtwewere

    facilitatingtheconversationbyaskingfor

    clarification,butreallyitwasntthesmartest

    questionweveeverasked.Thisquestion

    sparkedanoutcrythatwedidntknow

    anythingaboutHamilton,thatwewerefrom

    outsideofHamilton,andignitedquestions

    abouttheprocessandourcredibility.We

    apologizedfirstonTwitterwithinhoursof

    askingthequestion,thenpubliclyon

    Facebookwithin24hoursofprojectlaunch,

    wherewealsoansweredsomeofthemain

    issuesbeingraisedbytweeters.

    ManyTwitterandFacebookusersraised

    goodandimportantissuesthatneeded

    answerswherewearebased,didweknow

    anythingaboutHamilton,howmuchwere

    webeingpaidandmore.Theseareallgood

    questionsthatdeservedananswer.We

    answeredmanyofthemwithin24hours.

    Manytweetersalsoparticipatedina

    campaignwiththehashtagof

    #TellOHeverythingmeaningthatthey

    neededtotell@OurHamilton(theproject

    Twitteraccount)allsortsofimportant

    informationthatwewouldknowabout

    Hamiltonifwelivedthere.Thisbrought

    manyTwitteruserstogetherandsomany

    tweetswereissuedthattheytrended

    nationally.Thetweetsincludedthingslike

    JacksonSquareisactuallynotverysquare

    TheMcMasterMaraudersareafootballteam,notactuallytravelling

    pillagers

    Don'tmentionacasinoinHamiltonunlessyouhaveatleast9hoursto

    argue

    #TellOHEverythingisthehashtagengagedcitizensuseonTwitter.Itis

    shortforHamilton,Ontario

    TheQueendoesnot,infact,liveonQueenStreet.NortheKingforthat

    matter.Wedon'thaveamonarchy

    Ourteamfoundmanyofthetweets

    entertaining,funnyandshowingpassion,

    prideandconnectiontotheCity.Ifthe

    campaignwasnotgeneratedasaresultof

    ourmisstep,wewouldhavebeencheering!

    Whathappenedthen?ManyTwitterand

    Facebookuserswereunsatisfiedwithour

    apologyandresponseandreactedwith

    passion,someofthemcallingtoinitiateacampaigntoputusoutofbusinesslets

    getthemandletsshutthisdown.A

    campaignwaslaunched.Moreallegations,

    issuesandchallengeswereraised,which

    createdevenmorepassion.

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    WheresomeTwitterorFacebookuserstried

    tocallahalttothecampaign,toquestionit

    ortoadvocatetogivetheconversationa

    chance,theywereridiculed,humiliatedor

    bulliedbyotherusers.

    Itbecameclearthatsilenceisnotgolden.In

    discussionswithourpartnerwestoodwith

    themintheirsuggestionwestoptalking

    aboutthecontroversysothatwecouldfind

    answerstowhatwasgoingonandto

    understandhowthiswashappening.Aftera

    dayofthiswestronglyadviseditwastimeto

    starttalking,butwerespectedtheir

    hesitancytodoso.

    Ontheseconddaythesecurityonthe

    projectwebsitewasbreachedandavirusinserted.Questionswereraisedaboutsome

    picturespostedtotheprojectPinterest

    page,andwearestilltryingtogetanswers

    aboutthesourceofthesepictures,including

    askingPinteresttoinvestigate.

    Onthethirddaysomeparticipantsusedthe

    onlinetoolstopromoteinappropriate

    and/oroffensivecomments.Onthenightof

    thethirddaytheCityaskedustomakethe

    websiteinvisible.ThatsamenightwedidunpublishedtheFacebookpage,primarily

    becauseanyonewhowastryingtotalk

    aboutCityservicesorstandupforthe

    conversationwasbeingshouteddownor

    treateddisrespectfullybythosewhohad

    launchedthecampaign.Wedidntwantto

    silencethosewhowereraisingquestionsor

    whoweretalkingaboutCityservices,butthe

    environmentwasnolongeroneofrespect.

    Inbetween,afewsurprisingthingsweresaid

    inalltheexcitement.AlocalcableTVshow

    hostwhoisaprofessionalcommunicator

    declaredthattheDialoguePartnersteam

    washidingoutinaTorontohotel,afraidto

    cometoHamilton(wewerent).Tweeters

    startedacampaignallegingtheuseofsurvey

    monkeywascontrarytotheprovincial

    privacystandards(itisnot)orthatwehad

    postedapictureofabikepathinOttawaon

    thewebsite(itwasapictureofHamilton

    withtheMayorandaCouncilloronbikes)or

    thatwehadmadeupthestoryaboutthe

    hackingofthewebsite(wehadnt).Itwas

    evenstatedthatDialoguePartnersand

    thoseweworkwithwerebasedinNewYork,

    notOttawa(itsOttawa).Wewereeven

    accusedofcreatingthiscontroversyon

    purposeinordertoraiseawarenessofthe

    process(nottrue).

    Ourphonewasringingoffthehookfor

    mediainterviews.Agroupbeganorganizing

    tostarttheirownengagementprocessusing

    anonlinetool.

    Inourworkweknowthatthethingsthathurtyouordontgetresolvedaretheones

    youDONTtalkabout,sobeingsilentwas

    thewrongwaytodealwiththis.

    What were some things that

    have not yet been heard?Overthelastweekwehavebeenreceiving

    callsandemailsfrompeopleapologizingto

    usforhowotherHamiltoniansweretreating

    us.PeoplecontactedustosaythiswasaconversationHamiltonbadlyneedstohave,

    andmanyofferedtheirsupporttous,tothe

    City,totheconversation.Sometweetedan

    alternateviewpoint.Somecontactedusto

    reportbullyingandintimidationbyothers

    whentheyofferedacontraryopinionor

    view.Anumberofcommunitygroups

    contactedustoaskhowtheycouldget

    involvedintheconversation,anxioustohave

    discussions.Weheardthingslikethis:

    Somehow,weneedtogetbeyondtheImrightsoImrighttonuke

    youethicsthatdominatesourtime.

    Willthe#tellOHeverythingmessmeanthat#hamontbacksaway

    fromauthenticengagement?

    #oncebittenWhatnextforcitizens?

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    Initsessence,theOHwebsiteisagoodidea.Letshelpthemmakeit

    betterinsteadoftearingthemdown

    #HamOnt

    Isthisreallyhowwewant#HamOnttotrendCanada-wide?Notreallya

    pointofpride.

    c'mon#HamOntyousoundlikeabunchofjocksganginguponarival

    highschoolteam.#mobmentality

    Anychancewecanstopplayingtostereotype?Reaction#HamOntwas

    prettymuchwhatyou'dexpect.Not

    unlikewhenasubstituteteacher

    showedupingradeschool(onlythe

    AVClubkidsledtherevolt).Yes,we

    allknowsomeofyouaresmarter

    thaneveryoneelse.Butyoudidn't

    winthecontract.Getoverit.We've

    lostsightofwhythisexerciseis

    happening-hardchoicesarecoming

    toHamiltonaroundprograms&

    services.

    Shameoneveryonewhoparticipatedintherecent,mostuglypublic

    lynchingofDialoguePartners.Such

    behaviourisnotrepresentativeof

    theCityofHamilton.

    IwilldowhateverIcantosupportthisconversationitisonethat

    reallyneedstohappeninthisCity.

    Youneedtocomeherewithyour

    teamandparkyourselfinthis

    community,talkingtoeveryone

    aboutthisissue.Iwilltakeyou

    aroundandintroduceyouto

    everyoneIknow.

    IfthereisawayIcanhelpoutwiththisconversation,orwithwhatis

    happeningonline,pleaseletmeknow.

    Ivedonesometrainingwiththiscompany.Theyareagoodand

    reputablecompany.Letscutthem

    someslack.

    Whathappenedhereismorethananoverreachofasmalltownecho

    chamber.Hereishowthis

    'trivialization'gotstartedbyan

    individualwithhisexplicitpubliccall

    to"swarm"DialoguePartnersvia

    twitter.Therewasnothoughttothe

    legalconsequencesofincitingsuch

    directedpublicaction.Without

    allowingDialoguePartnerstimeto

    offeranexplanation,theinciter

    actedasthearbiterofDP'swebsite

    design,andwentontoactasthe

    "Judge,JuryandtheExecutioner"of

    whomheconsideredhadgrossly

    wrongedtheentirecityofHamilton.

    Andthemob,maybe50orevenless,

    tookthebaitandstartedtheirone-

    linerpublicswarmingwithsarcastic

    comments,jabs,juvenilecomebacksandre-tweets.Doessuchajuvenile

    calltoswarminthemostbrazen

    manner,representthebeliefsand

    aspirationsoftherestof500,000+

    Hamiltonians?Eventhelocalpress

    alongwiththethreecouncillors

    divedrightintoit,with[deleted]

    too...allscreamingfoul.Such

    juvenileactsbringmoreridiculeto

    thiscitythanthemuch-needed

    changewealltalkoff.Tomepeoplewhopromoteandsupportsuch

    trivializationofimportantissuesdo

    notrepresentthiscityoritspeople,

    nomatterhowmanyfollowersthey

    areabletogarneronthenewmedia,

    orhowmanyopportunistic

    politicianstheygettotake

    advantageofsuchactsofpublic

    swarming.

    Justwantedtoapologizeforthelessthanwarmwelcomeyougotfrom

    Hamiltonlastnight.#hamonts

    prettymuchanechochamberfor

    folkswhoarequicktotellyouwhat

    theyreagainstbutmorethanalittle

    hazyonwhattheyreforandhowto

    makeithappen.Theyreamong

    thosewhocomplaintheloudestand

    longestaboutnotbeingheardor

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    takenseriouslybutthenprovethey

    havelittletoactuallycontribute.

    Alsosuspectsomeoftheringleaders

    bidonthecontract.Whateverthe

    cityspayingyou,itsnotnearly

    enough.Hamiltonneedssome

    serioushelpinconstructivecitizen

    engagement.Thegoodnewsisthe

    majorityoffolksarereasonable,

    levelheadedandspendlittleorno

    timeon#hamont.

    Whyis#HamOntbeingsoroughtothisaccount.TheCityactuallydoes

    somethinggood.Encouragethem.

    #Disgusted.

    Itisnotuncommonforcitiestogooutoftowntocollectdatalikethis.

    Relax

    Thereisoutrage.Everythingthecitydoesismetwithhostility.

    Welcometo#hamontwherethemottoforsomeofussadlyseemsto

    be"we'renothappyuntilyou'renot

    happy"

    Bringaflakjackettothecommunityconsults.

    Goodapology.Thechoicesfacingourcityaretooimportanttoletan

    honestmistakesidetrackthismuchneededdebate

    Therewereblogswrittenandpostedabout

    thecontroversy,andaboutthepublic

    engagement.Asamplingoftheseinclude:

    Hamiltonsplansforboldengagement

    derailedbutnotdiminished

    http://www.wellesleyinstitute.com/news/ha

    miltons-plans-for-bold-engagement-project-

    derailed-but-not-diminished/#.UPAztzVsYiY.twitter

    Governingbyhashtagcanhaveserious

    consequences

    http://www.900chml.com/Blogs/BillKellysBl

    og/BlogEntry.aspx?BlogEntryID=10487828

    Haveasayabouthowyourtaxesarespent

    http://www.900chml.com/Blogs/BillKellysBl

    og/Home.aspx

    ThesilverliningsofaPRFiasco

    http://www.daveheidebrecht.com/the-

    silver-linings-of-a-pr-fiasco/

    Duringthosefirst3days,despiteorperhaps

    becauseofthecontroversy,hundredsof

    peopleactuallyparticipatedinthe

    substantive(online)conversationaboutCity

    services,providingthoughtful,considered

    andrespectfulinputonCityservicesthat

    makeadifferenceintheirlives,andthelives

    andofothers.Inthreedays(beforethe

    websitewentsilent)weheardamazing,

    interestingandconstructiveinputfrompassionateHamiltonianswithrealideas

    abouttheirCityservices.Imaginewhatthe

    conversationcouldturnintoifitlastedmore

    than3days!

    Sometimesthemediareportedthe

    allegationsorinaccuraciesasfact,

    sometimestheycoveredtheoutrageand

    missteps.Someprovidedbalancedcoverage

    withadiversityofviews,andsomejust

    coveredoneside.Wewerentansweringquestionsfromthemediasoweknowitwas

    hardtocoverourperspective.

    So where are we today?Wehavenodoubtwevecreatedawareness

    abouttheproject.Justnotthetypeof

    awarenesswewanted!

    Wevedecidedthetimeforsilenceisover.

    Whetherwecontinuewiththisconversation

    inpartnershipwiththeCityofHamiltonornot,wewanttospeakupandhonourthe

    voicesofallofthoseweveheardfrom.We

    thinkitstimetohaveafullconversationin

    morethan140characters.

    WethinkthediscussionaboutCityservices,

    infrastructureandfundingisareally

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    importantconversationforallmunicipalities

    tohave.Wethinktherearehardchoicesto

    makeaboutCityservicesandinfrastructure

    andsimplisticsolutionslikeaskingother

    levelsofgovernmentformorefundingwont

    solvethechallengesourcitiesface.

    Wewanttoacknowledgethechallenges

    weveexperiencedsofar,andwedlikethe

    chancetoearnbackthetrustof

    Hamiltonians.Wedogoodworkincreating

    reallymeaningfulengagementprocesses

    whereallvoicesarerespectedandvalued.

    Westandbyourprocessofengagement.

    Itssound,itsbasedonyearsofexperience

    anditsimportantworkthatwereallywant

    tobeabletodo.

    Wevedecidedtoofferourvoiceintothe

    mixbyspeakingtoCouncil,bywritinga

    lettertothecitizensofHamilton,bysetting

    someoftherecordstraight.

    Learningandreflectioniskeytotheworkwe

    dointernallyasateamatDialoguePartners.

    Capacitybuildingofourclientsissomething

    wetryandbuildintoeveryproject,evenif

    werenotaskedto.Andso,wewanttoopenourdoorstoyouandletyou

    experienceourjourneythroughthisnew

    conversation.Wedontknowwherethiswill

    enduporwhattheoutcomewillbe,but

    werecurious,thoughtfulandhopeful.

    Weregoingtodotheonlythingweknow

    howtodowereembracingit,and

    connectingwiththepeople,andwalkinginto

    thisconversation,nomatterwhatthe

    outcome.

    Dealingwithconflictiswhatwedobest.We

    didntrealizewereactuallyequallyasgreat

    atcreatingittoo.Ourextensiveexperience

    andreputationforethicalpracticehas

    allowedustoworkonsomereallyimportant

    andinfluentialprojects.Weprideourselves

    onthetrustthatwehavewithourclients

    andthetrustthatwehelpbuildbetweenour

    clientsandtheirpublic.Participantsinour

    engagementprocessesoftensaythatwhile

    theymaynotagreewiththefinaldecision

    theyfeelthattheyvebeenlistenedto,

    valuedandheardandthattheyunderstand

    whythatdecisionisbeingmade.

    Wehopethatlearningfromthiswillbeour

    lasttimethatwecreatethisforothers,and

    thatbysharingthisjourneyotherswilllearn

    fromourlessons.

    Andwealsohopethatthecitizensof

    Hamiltonwillhavetheopportunitytohave

    thisconversation,andwellhavethe

    privilegeofgatheringtheirviews.

    Withhumilityandhope,

    TheteamatDialoguePartners