FOSTERING EFFECTIVE CITIZEN ENGAGEMENT THROUGH THE CITY OF WATERLOO’S ADVISORY COMMITTEES OF COUNCIL by KAREN COVIELLO SCIAN BSc, University of Waterloo, 1989 BEd, University of Western Ontario, 1992 An Organizational Leadership Report submitted in partial fulfillment of the requirements for the degree of MASTER OF ARTS In LEADERSHIP We accept this Report as conforming to the required standard Tim Anderson, PEng, Sponsor Marilyn Hamilton, PhD, CGA, CSP, Supervisor Niels Agger-Gupta, PhD, Committee Chair Royal Roads University March 2012 Karen Scian, 2012 Citizen Committees 2 ABSTRACT This Organizational Leadership Project examined how the City of Waterloo may enhance organizational decision making by fostering effective community engagement through our volunteer citizen advisory committees. Applying an appreciative inquiry approach, the organizational system was assessed for opportunities to leverage the collective gifts of our committee members, seeking ways to create a shared understanding of the efficacy and capacity of this citizen engagement methodology. Working collaboratively with our stakeholders, including Waterloo Council, City of Waterloo staff, and our citizens, resulted in recommendations that met the unique needs of our community. The results illustrated opportunities to reframe the current committee experience to one based on fostering healthy relationships, creating a culture of learning, engaging our volunteers in meaningful work, and achieving success by measuring what matters. Citizen Committees 3 ACKNOWLEDGEMENTS This Organizational Leadership Project could not have been completed without the support of my personal and professional community. I gratefully acknowledge my Royal Roads University Masters of Leadership program faculty advisors for their persistent support and guidance during the residencies and the online courses. I offer respect and appreciation for my supervisor, Dr. Marilyn Hamilton, who inspired and challenged me to dig deeper with thoughtful questions and an inspirational holistic perspective. My learning has been greatly enhanced by the rich and challenging journey I have experienced with my cohort. Thank you to my editor, Karen Graham, whose ability to polish and refine has enriched my learning. I am indebted to my colleagues at the City of Waterloo who were unwavering with their support of this initiative. I am inspired by the many citizens of Waterloo who either participated directly in this project or expressed interest in the process. Their collective support of my academic journey is noted and deeply appreciated. I am thankful for the support and friendship of my sponsor, Tim Anderson. His enthusiastic and trusting participation in this process was truly meaningful. I am deeply grateful to my friend and colleague, Mayor Brenda Halloran, for demonstrating a persistent belief in my abilities and for her unwavering belief in the possibilities that lie ahead for our community. I am embraced by a wonderful support network: I thank my parents, Keith and Beth Coviello, for raising me to always reach higher; my sister, Dr. Nicole Coviello, for being an academic inspiration; my children, Linnea and Peter, for ensuring I am surrounded by love and laughter; and my wonderful and supportive girlfriends for always celebrating the milestones along the way. Citizen Committees 4 TABLE OF CONTENTS ABSTRACT .....................................................................................................................................2 ACKNOWLEDGEMENTS .............................................................................................................3 LIST OF TABLES ...........................................................................................................................6 CHAPTER ONE: FOCUS AND FRAMING ..................................................................................7 Significance of the Inquiry .........................................................................................................8 Organizational Context ..............................................................................................................9 Systems Analysis of the Inquiry ..............................................................................................11 Chapter Summary ....................................................................................................................13 CHAPTER TWO: LITERATURE REVIEW ................................................................................15 Citizen Engagement .................................................................................................................15 The Leader as Host ..................................................................................................................18 Chapter Summary ....................................................................................................................26 CHAPTER THREE: INQUIRY APPROACH AND METHODOLOGY ....................................27 Inquiry Approach .....................................................................................................................27 Participants ...............................................................................................................................28 Inquiry Methods .......................................................................................................................31 Study conduct.....................................................................................................................33 Data analysis ......................................................................................................................35 Ethical Issues ...........................................................................................................................37 Respect for persons ............................................................................................................37 Concern for welfare ...........................................................................................................38 Respect for justice ..............................................................................................................38 Chapter Summary ....................................................................................................................39 CHAPTER FOUR: ACTION INQUIRY PROJECT RESULTS AND CONCLUSIONS ............40 World Café Findings ................................................................................................................40 Theme 1: Create a learning environment ...........................................................................42 Theme 2: Enhance how we communicate with each other ................................................43 Theme 3: Leverage the experience at the table ..................................................................44 Theme 4: Foster healthy relationships ...............................................................................45 Focus Group Findings ..............................................................................................................47 Theme 1: Create a learning environment ...........................................................................47 Theme 2: Enhance how we communicate with each other ................................................49 Theme 3: Leverage the experience at the table ..................................................................49 Theme 4: Foster healthy relationships ...............................................................................51 Study Conclusions ...................................................................................................................52 Conclusion 1: Create a culture of learning to foster committee development ...................53 Conclusion 2: Improve communication systems to enhance learning ...............................55 Citizen Committees 5 Conclusion 3: Make committee work meaningful and appreciated ...................................57 Conclusion 4: Create a purposeful recruitment and appointment process .........................58 Conclusion 5: Work together to define and achieve success .............................................59 Scope and Limitations of the Inquiry.......................................................................................62 Chapter Summary ....................................................................................................................63 CHAPTER FIVE: INQUIRY IMPLICATIONS ...........................................................................64 Study Recommendations .........................................................................................................64 Recommendation 1: Build a framework of relatedness .....................................................65 Recommendation 2: Create a learning environment for the committees ...........................66 Recommendation 3: Engage our committees in meaningful work ....................................70 Recommendation 4: Facilitate the measurement of success ..............................................74 Organizational Implications .....................................................................................................75 The implementation process ..............................................................................................76 Implications if the recommendations are not implemented ...............................................79 Leadership