Element 3 – Assess and respond: using results

Fully assessing and understanding information gathered from results ensures teams can work in communities, whilst continuing to strengthen their company-community relationships.

Section 3 describes how to:

  • analyse assessment results
  • how company perceptions may differ from community sentiment
  • understand causes of community support deficit
  • determine where to focus efforts to strengthen community-company relationships
  • work with communities to improve community-company relationships

Step Guide : Analysis process


Determine if company and stakeholder perceptions differ (p30) – Step 6

  • the objective is to identify important differences in stakeholder and company perceptions. One example suggestion is to bring together a small group of company staff, which are unaware of stakeholder’s opinions, for a working group session
  • record all responses from internal staff. Summarise and record what the group thinks stakeholders’ perceptions are for each indicator and contextual factor. Compare and analyse stakeholder and staff perceptions on a spider diagram
  • look at Annex E’s (p60-66) proposed questions for internal stakeholders. These focus on their understanding of how external stakeholders perceive the site and external context


Identify issues, relationships and organisational challenges (p31) – Step 7

  • this step is best undertaken, where applicable, with a small group containing members from the assessment team, community relations team and internal teams who can provide information on external stakeholders
  • gather information from stakeholders and internal staff such as surveys, interview notes, commitments register, social risk analysis grievance mechanisms etc.
  • organise information in a table. Use Table 5 (p32) as a template
  • consider extra activities such as more frequent or focused meetings with stakeholders, more visits by stakeholders to site, more opportunities for training etc. to help improve community-company relations
  • integrate all proposed actions into the existing engagement planning and activities plan e.g. stakeholder engagement plan


Discuss the results of the assessment with stakeholders (p33) – Step 8

  • although proposed actions will already have been discussed and initially agreed, it is very important to test whether these are perceived as having value by stakeholders. These may need to be changed
  • ensure whoever is involved with stakeholder meetings is fully briefed and aware of commitments they can or cannot make


Integrate the next steps into your overal planning (p34) – Step 9

  • once next steps have been agreed with stakeholders, document all actions, timings, required resources and preparations. Try to incorporate these into any existing stakeholder engagement plans

Considerations for successful future steps

  • which elements of the process need to be agreed with stakeholders e.g. timing, location, language etc.?
  • should meetings occur in large or small groups?
  • should a neutral third party facilitate meetings?
  • is the approach tailored to the cultural approaches and values of the stakeholder groups?
  • if conflicting comments between stakeholder groups occur, clearly state that it is not possible to incorporate all recommendations
  • be sure to modify language and analysis explanations, so as not to exclude or confuse any groups
  • if community support is low, even with supportive stakeholder groups, build on existing relationships to continue dialogue. In situations with poor relationships, demonstrating a willingness to explore results of an assessment with stakeholders is a good place to begin

Top Tips:

  • Identifying and addressing internal organisational challenges (Step 7):

    Before developing proposed actions, consider the following:

    • are there significant differences resulting from organisational issues in the company?
    • does the analysis suggest these issues negatively affect community-company relationships?
    • consider using the tool in Section 5 (p40) on how to identify and address organisational challenges with the company. Then return to Step 7 to propose actions