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Transcript of Blog for Posting Jan 13 FINAL
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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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7/30/2019 Blog for Posting Jan 13 FINAL
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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