Our newsletters, videos and recurring topics from conversations with local authorities. Published when there is something worth sharing.
In most organisations we meet, there is a channel that receives messages but has no clear owner. This issue explains how to address that.
Read this issue →Silence does not mean there are no problems. What we observe when a report receives no acknowledgement.
Read the article →Where messages actually arrive, who handles them and what information is available when the person in charge is away.
Read this issue →Why we refuse to link a report to an assumed address, and how this changes the way an issue is understood.
Read the article →Real cases and insights from the field. No sales follow-ups.
