Monday, February 10, 2014

KANO Project Continued; Part 2 Community & Stakeholder Engagement

Part 2 


Here is the latest update to our application of the KANO Model to improve community outreach, engagement and overall communication with our stakeholders. As mentioned in previous post, I am going to share information as it rolls in...in many cases I will be sharing raw data or information just to share the experience.

Included in this post:
Results from the survey of "Best Practices" are listed below in no particular order (Raw survey entries)
We asked school leaders, "What are the successful strategies and/or practices you use to engage your school community and stakeholders?"

Educational Programs at PTO Meetings
small group meeting on important topics (school uniforms, etc.)
Superintendent round tables
news letters/ publications
news letters/ publications
Nothing overly special
Hard copy newsletter to whole community w/ board president 2X per year
set goals associated with the six types of family engagement
I make videos, often with stduents, to communicate and celebrate.
Parent meetings offered during the school day & evening with babysitting
Survey Parents/Community
School Website-posting of messages
Newsletter
Newsletter
Meet and Greets
Strategic Planning
Weekly email blast that contains needed info
School Newsletter
Breakast/Community open meetings
Appreciation and Feedback Sessions with Volunteers
Committees
Twitter
Structure: Parent/Child events
Mobile App
Blogging
Regular Communication via email, twitter, and the web
Matching events-Back to School Night and Anti-bullying parent events
Email blast
email communication
email communication
website - try to keep updated at all times
Share services re: one call system (not realized yet)
sponsor monthly hands on, minds on family activities
I use creative writing as opposed to form letters where possible to communicate.
Translator at meetings
Community events supported by the school
Parent portal in PowerSchool
I attend PTA meetings
Twitter
Social Media Outlets
School Based Events - concerts, plays, etc...
strategic planning process- over 100 people involved
School/Community End of Year BBQ
Facebook
Partnering with parent organizations for events
Forums
Blog
Notification: Phone message system, text, Facebook
E-newsletter
Community Meetings
Invite parents in for classroom events
Superintendent corner newsletter in local newspaper
press releases
press releases
Instant alerts (phone, email, text)
Attend town council meetings
publish a weekly newsletter
Social media presence.
Invite parents to be part of committees
Family Events
Semester Open House
Key Communicator meetings
Facebook
Evening Presentations/Concerts
Parent Portal/Facebook/Websites
using what i like to call my inner circle of power players in the town- personal invites from me to all heads of important town groups
Back To School Bonanza (August)
Monthly Newsletters (Building based)
Student Voice Sessions
Informal "Coffee with Supt" meetings
Encouragement: Rewards (w/educ value)
school activities
Twitter
Foster volunteerism (parent and community)
Alumni association
school meetings
school meetings
Frequent use of school reach text service
require in person progress report and report card conferences
E blasts, phone blasts, and text blasts.
Survey parents/communities on how they perceive we are doing in meeting goals
Parent presentations
Open Agenda Meetings
Various shared stakeholder meetings
Local Cable TV Programming from the Schools
community surveys
Open House/ Fun Nights
Student performances
website
Surveys
Parent Organization meetings
Parent Organization meetings
School wide events open to community
Utilize blogs, websites, videos, podcasts global connect to inform parents/community about things related to school
Key Communicator Meetings/Communications
curriculum demonstration nights
Honesty

Tuesday, February 4, 2014

The KANO Model; Community Engagement Project

One of my focus points this year is to improve community outreach and engagement with my school community. For many boards and superintendents, this is an area that can challenge and frustrate all involved. When shareholders feel they aren't informed or that their voice isn't being heard, they express frustration and can eventually develop a negative impression of the district or school. Often, the school district feels they have provided information in multiple ways so they become frustrated to hear that their message wasn't communicated.

Ultimately, it boils down to one question: "How do you even begin to define communication?" You have probably heard the old saying, "Communication is a two-way street" said after communication breaks down. Can you actually quantify and measure "good communication and community engagement"?

I began trying to answer that question earlier this year. In an effort to demonstrate our Systems Approach here, I am going to share the notes, flowcharts, and other project artifacts as they exist (and unfold) - unedited in many cases.

For this project I am using the KANO Model to embark on defining what good communication and community engagement means.  KANO Explained

Essentially, we are seeking to define the Customer Voice and Define the current performance - or process of communication and engagement so that we can begin to improve upon it. Using a flowchart to capture the 'as is' process from the organization of a school event (or simply any contact our parents/community has with the district) through the customer's opinion being formed will help us look to improve it. We will seek to clearly define the customer voice - quantify exactly what it is that our shareholders expect from us - in the KANO Model, they are categorized in three groups: Must Be's, Satisfier's, and Delighter's. The Must Be's are, well, Musts. If they are not there total dissatisfaction- the customer will go elsewhere! The Satisfier's are the things that deliver a satisfied customer - more is better - while they improve satisfaction if they are missing the customer will likely stay, and a Delighter are the things that the customer did not even know they wanted but delight them. As in all continuous improvement efforts, today's Delighter becomes tomorrow's Satisfier and then a Must Be. Example, there was a time when a radio in a car was delighter, then it became standard, (with a CD changer) - now, you would likely never buy a car without a radio (most demand Bluetooth, GPS, Heated seats etc...) Cars today are being designed to actually stop before you hit something (just in case you aren't paying attention)...someday, that will be a standard feature.

Currently, we have developed a survey that is being administered to superintendents, administrators, and districts to capture what others use as "best practices" to engage and communicate with their constituents. I will share the results once finished. If you want to participate in the survey please go to Community Engagement & Communication We will then survey the community in order to define their voice - what are their expectations?

Here is the draft Flowchart that captures the "as is" current performance. It is critically important at this phase of any improvement effort that you do not get caught up in what it should be, but rather, simply capture to the best of your ability what is. So often, we begin trying to fix a lose problem without clearly defining it...






I am excited about the potential this improvement project has to improve the way we serve our customers and engage our community. I look forward to sharing the results as we move forward.