1. Stakeholder EngagementLearning to Manage Horizontally

2. Who are our Stakeholders?
I know we have a lot!
But perhaps some are more important than others.

3. Ok I just have to manage these guys, right?

4. Well maybe its not quite as easy as that
How important are you to them?

5. Stakeholders selected or added
Roles surveyed for their critical stakeholders from predefined list

6. Each selected stakeholder is assessed for influence, advocacy and attention

7. Lets see ....
I think we should focus here!
These are the good guys
These are the bad guys
High
5
4
Promoter
Opponent
These are the nice guys
These can be time wasters
3
Influence
2
Minority
Friend
1
Low
1 2 3 4 5
Low
High
Advocacy

8. Stakeholders classified according to influence, advocacy and attention
Promoters
Opponents
Bubble size = attention
Minorities
Friends

9. Also we think Engagement is preferable to Management
Management = 1-way
Engagement = 2-way

10. Social Worker Stakeholder Relationship Network

• Nodes sized by inward connections;
• 11. links sized by importance.

Social Worker Reciprocated Stakeholder Relationship Network
Non reciprocated links identify relationship improvement opportunities

12. So what do you mean by Engagement?
There must be an exchange of value

13. And Value comes in two forms
The tangible, expected, contracted
Products, services, reports, money
And the intangible, non contracted extras
Tips, moral support, feedback, references, recommendations
That sweetens the deal.

14. Lets start by brainstorming your own value propositions

15. What can I offer
What will it cost me?
Welfare Services Information
Information on entitlements that the client may be eligible for.
Social Worker
Customer Service
O

16. What would I like from them
What is it worth to me?
Timely and accurate information
It helps our processing a lot if the application information can be compete and accurate
Customer Service
Social Worker
O

17. Now lets change Hats to the Social Worker

18. What would I like from them
What is it worth to me?
Fast response to our requests
We are always directed to the call centre. How do we know there is really looking after us?
Customer Service
Social Worker
O

19. What can I offer
What will it cost me?
Request details
Document what our needs are and why
Customer Service
Social Worker
O

20. Do you think my stakeholders will agree with my propositions?
Lets put our cards on the table and find out!

21. And I guess well have to negotiate an equitable exchange

22. Its always best to negotiate face to face if possible
... Especially when trading intangibles!

23. What can we do for each other?
Personal follow up
We will monitor cases and be a local point of contact for critical issues
Customer Services
Social Worker
O
O

24. What can we do for each other?
Help with your paperwork
We will provide and check requested information in precisely the form you need it, to ensure smooth processing
Social Worker
Customer Services
O
O

25. So far so good but what wed like is certainly not happening now!
We need to build some bridges

26. Partnership Scorecard
Agreed Value Exchanges can be documented in your partnership scorecard for either self assessment, or peer to peer assessment for sustained stakeholder engagement

27. In Summary Why do we think we have a superior approach to Stakeholder Engagement?
We consider the Whole Stakeholder Network of Influences
We provide tools for identifying, visualising, analysing and then selecting critical stakeholders
We go beyond simply communicating, by providing tools for negotiating agreed value exchanges with critical stakeholders
We provide peer to peer scorecard tools to assist with building and sustaining your stakeholder relationships

28. About Optimice
We build tools to help organisations optimise their business relationships
Our Stakeholder Engagement Toolset supports both Workshop and On-line use.
www.optimice.com.au