CHAPTER THIRTEENSoliciting Stakeholder Feedback

Who are the stakeholders of a public agency or program? What tools are available to identify stakeholders? Why should we be concerned with soliciting their feedback? What tools are available to solicit their feedback? What type of measures should be used? How may this feedback improve our services?

What used to be referred to as citizen participation has matured into contemporary public engagement—and stakeholder involvement—and broadened in its definition to include those who had not previously had a voice in policymaking and implementation (Thomas, 2013). Other democracies around the world, from Brazil to the Netherlands, have experienced similar trends (Ackerman, 2004; Fung & Wright, 2001). Others ...

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