Public Deliberation: A Manager's Guide to Citizen Engagement

"This guide from IBM discusses a reform in citizen engagement – one from citizens as consumers to citizens as active shapers of policies and programs – and how organizations can facilitate that reform in their own practices. The guide is divided into four sections: • A quick inventory of existing policy frameworks for citizen engagement and their shortcomings • An introduction to the principles of deliberative democracy • A discussion of the possibilities for online engagement • An inventory of the most promising emerging, innovative techniques for managers to use in engagement Although the guide is written with government bodies in mind, the principles for engagement are relevant across organizations and are easily applicable to patient and family engagement in health care. "