Increasingly we are seeing review sites for human service organisations. Most recently we have seen a few for disability service organisations.

There will always be some businesses who are intimidated by the ability for others to score, criticise and critique their organisation publicly. They forget that their service users can also congratulate, provide useful and important feedback and be a positive voice for your organisation.

This presentation aims to give some insight to why review sites are good for your organisation, if you use them to listen, learn and appreciate the feedback.

What are review sites?

Web-based sites for users of disability services to publish comments and feedback about your service.

Why are they appearing now?• Part of a growing tend

towards customer feedback on the web

• An off-shoot of a greater emphasis on client-centred services

What can I learn from them?

It’s a way you can stay connected with your clients – a way to know what matters to them.

A client voice to you:• Clients telling you what they

think in their own words• Stories, personalities

Finding out what matters most to your clients:

• Be ready to be surprised!

Responding to feedback:

• Your chance to tell your story

What about negative comments?

• It’s your chance to engage with clients

• But think before you write! Resist the temptation to hit back at negative comments!

Why?Because Change requires new ways of thinking and doing Keep an eye on the sites:

Look at them regularly so you know keep up to date with what people are saying about your service and about other services

Develop policies and procedures:So everyone in your organisation knows who can comment and how

CampaignsStrategyImplementation

Show that you respect and understand your clients!!

Agility can help:• Training on

using review sites

• Consultancy to develop policies and procedures

• Helping you to listen and respond

• Helping you to put that great data to use.