Harnessing qualitative insights: Innovative methods for public servants

• The problem: Public servants grapple with complex, multifaceted challenges that require a deeper understanding of these issues beyond surface-level assessments.
• Why it matters: Understanding these issues is crucial because it helps public servants develop better solutions and improve public services.
• The solution: Increased understanding and increased use of qualitative research methods will help public servants break down the intricate dynamics of the issues they encounter, facilitating informed decision-making and impactful policy development.

Complexity is an inherent part of working in the public sector, and public servants are often working to solve ‘wicked problems’ – characterised by being complex issues with many interconnected parts, the factors involved are often unclear, keep changing and are hard to pin down, which can make them seem really tough to solve. Gender equality and equity in government is a good example, with far-reaching consequences. Successfully addressing a problem like this requires a concerted effort from policymakers, activists, civil society organisations, and the broader public.

To tackle wicked problems effectively, it's important to deeply understand the people and groups involved. Quantitative data collection methods certainly have their place in objectively tracking performance and outcomes, but they aren’t always able to fully capture the nuances of these complexities.

In this context, qualitative data collection enriches quantitative data, supporting the numbers with depth and meaning. These methods offer a means to delve deep into the complexities, amplify diverse voices and uncover the often unseen realities that public servants must confront.

"Stories are data with a soul."

– Brené Brown

We know that selecting the most appropriate evaluation approach is an essential step in improving internal capacity and capability, but what qualitative methods are best suited for the job?

In this article we discuss methods which are, at their core, participatory — empowering those involved in the evaluation/research process and modelling the knowledge and behaviours needed for positive change. These methods enable data-driven decision-making and efficient, equitable, policy implementation, the key is knowing when and how to utilise them.

Running effective and inclusive focus groups

What are they?

Simply put, focus groups are the poster child of qualitative research. However, they often conjure up images of stuffy, uncomfortable rooms, filled with awkward silences. But, with the right planning and considerations, these structured discussions offer a unique window into the intricacies of human perspectives and group experiences.

Why should I consider them?

Focus groups offer real-time insights into employee experiences, concerns and ideas. They create an environment where participants can build upon each other's thoughts, making them particularly effective for exploratory research. In doing so, they can also level the playing field for community-level discussions around policy decisions and implementation.

Key considerations

• Participant selection: Select your focus group participants to ensure diversity in perspectives. Consider including individuals from different backgrounds, roles and experiences. This diversity enriches the discussion and provides a broader range of insights.
• Skilled facilitation: A skilled facilitator is essential for a successful focus group. They should possess strong communication and active listening skills. The facilitator's role is to guide the discussion, encourage participation and ensure that all voices are heard. See our guide to inclusive facilitation for more useful tips.
• Creating a safe environment: Establish a safe and non-judgmental environment where participants feel comfortable sharing their perspectives. Emphasise the importance of confidentiality and respectful listening.
• Active engagement: Building on creating a safe environment, participants should be encouraged to actively engage. This can be achieved by using techniques such as brainstorming, group discussions, or role-playing, depending on the research objectives.

Collaborative workshops

What are they?

Collaborative workshops provide a platform for stakeholders to come together and take part in real-time collaboration, reflect on and generate innovative solutions to issues and actively participate in problem-solving. When conducted with careful planning and skilled facilitation, these workshops should be dynamic and interactive sessions, and an essential tool for both data collection and decision-making processes.

Why should I consider them?

Where focus groups mostly focus on the exploratory, collaborative workshops encourage participants to actively engage in problem-solving processes. This engagement fosters a sense of ownership over the solutions generated during the workshop, increasing the likelihood of successful implementation. This active engagement can also contribute to team building, creating a space for shared purpose.

Key considerations

• Structured agenda: Develop a structured agenda that outlines the flow of the workshop, including time allocations for each activity. There should be some room in the agenda for flexibility, to accommodate unforeseen discussions, or to spend more time on a topic that elicits stronger responses.
• Make space for reflection and action planning: Collaborative workshops are particularly useful when condensing and reflecting on complex issues that require multifaceted solutions. These sessions should make space for exploration, reflection and prioritisation of actions. Our work on the ‘Characteristics of Highly Effective Teams’ and ‘Highly Effective Collaborations’ is a good example of this, with collaborative workshops playing a key role in this process.

Participatory mapping

What is it?

Participatory mapping actively involves individuals or groups in the process of mapping their physical and social environments; harnessing knowledge and insights to create maps that represent the perspectives of the community or stakeholders involved. Participatory mapping is more often found in community-level examples of research and evaluation, including this example from the Participatory Aquifer Mapping Project.

Why should I consider it?

If carried out correctly, participatory mapping is a dynamic qualitative research method that could be used to engage public servants in mapping out how their workspaces are utilised, the flow of work processes, and the interactions between different departments or teams. Visualising these key issues on a map can make it easier to identify areas of contention and work towards equitable solutions, considering the needs and preferences of all stakeholders.

Key considerations:

• Documentation: Mapping exercises are busy, dynamic sessions where the discussions being had in the room are just as important as the maps that are produced. Facilitators should carefully document each stage of this process, including participant discussions, observations, and any insights shared during the activity. If you’re carrying out this activity in a face-to-face setting, consider using digital recorders if you have multiple mapping stations.
• Have enough support: You should have the right number of facilitators for the size of your group; if you have multiple mapping stations, each station should have a facilitator. Facilitators should remember that the maps produced are just one piece of the puzzle, and their job is to encourage participants to discuss what they are mapping and why it’s important.
• Timely analysis: Given the busy nature of participatory mapping sessions, it’s a good idea to schedule in time to reflect on facilitators' notes and hold a reflection session. You should also consider holding a group analysis session with participants to review the maps, conversations, and notes.

If you’d like to learn more, we love this practical guide from CECAN.

Appreciative inquiry

What is it?

Appreciative inquiry (AI…but not to be confused) is a qualitative research method that focuses on identifying and building upon strengths and positive experiences. This approach is rooted in the belief that organisations and individuals thrive when they build on their existing strengths and achievements.

Although AI is commonly applied in organisational development to enhance positive elements of organisational culture, it’s a versatile method. The United Nations Population Fund utilised Appreciative inquiry to assess the quality, packaging and design of gender-related messages intended for UNFPA staff. This method also evaluated the utility and utilisation of these materials, showcasing its adaptability beyond traditional organisational contexts.

Why should I consider it?

As opposed to other approaches which focus on the resolution of issues — AI sees assessment through a uniquely positive lens. By emphasising strengths and successes, AI fosters a positive and forward-looking mindset, with the aim that this leads to more effective and sustainable changes within teams, departments, or whole organisations.

Key considerations

• AI is often seen as a four-step process: Discover, Dream, Design and Deliver.
• What it isn’t: AI isn't about being overly positive; it's about building a better future by learning from past successes, even if they were brief, and believing in the ability to create the world we desire.
• Senior buy-in is important: Like other evaluation approaches, AI will suffer if there isn’t a commitment to positive change, or a clinging to the issues that your organisation or department faces.

If you’d like to learn more, explore guidance from FSG.

Storytelling and narrative inquiry

What is it?

Storytelling aims to collect and study personal stories from people. These stories can be about someone's life, their personal experiences, or events they've been through. Narrative inquiry is a broader way of studying how people make sense of their experiences through storytelling.

In regard to practical methods, storytelling and narrative inquiry take various forms, from interviews, journals, photographs and artefacts, making them versatile tools for understanding the complexity of human lives.

Why should you consider it?

Sometimes, the best indicators of change are human stories. Storytelling and narrative inquiry are examples of powerful tools that put people at the centre of your research (or evaluation), providing a unique lens to explore individual experiences and subjectivity, jumping into the intricacies of people's lives and shedding light on emotions and cultural context. This, in turn, can help galvanise and motivate those who you want to affect, and bring meaning to and sense to what you’re trying to achieve.

Key considerations

• Provide a space which is safe and empowering: Build a trusting and respectful relationship with participants, and create an environment where participants feel safe and supported in sharing their stories. Encourage participants to express their stories in their own voices and provide opportunities for them to clarify or expand on their narratives.
• Analyse effectively: Develop and agree on a systematic and ethical approach to analysing the stories and narratives you’ve collected. Use established methods of narrative analysis to identify themes, patterns and meanings within the stories.
• Collaborate during analysis: Offer participants the opportunity to review and provide feedback on how their stories are being used and interpreted. This helps ensure that their perspectives are accurately represented.

Online vs face-to-face

Ahead of carrying out any data collection method, it’s important to consider the pros and cons of using digital vs face-to-face platforms. The Covid-19 pandemic accelerated the use of online (or digital) research methodologies, and it’s now widely accepted that opting for digital platforms can have numerous benefits: reducing logistical constraints and costs, ease of access for participants, and the benefits of having the option to record entire encounters (aiding in analysis). However, it's important to recognise that whilst online methodologies have their benefits, they’re not always practical, or possible, in all contexts (such as conducting research in particularly rural places). Face-to-face interactions are still very effective, especially when building rapport or delving into sensitive topics.

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