Listening to Program Participants

Tweeted 8-12-2009: "Evaluators: Do not assume that you know anything about what the program does. Always ask for a description of the services or activities."


Why is it important to listen to program participants describe what they do in a program?

Programs are not made up of a single component or element - a program has a set of goals and objectives (explicit or implicit) that participants are expected to follow. Each participant in a program - the implementers and the current and future beneficiaries of the program - interacts with others within a program according to the roles and expectations mutually emerging in time and guided by the goals and objectives, standards of practice as understood by the culture of the participants in the program, and according to the expectations and values of collaborating stakeholders (funders, citizen boards, communities).

When we listen to participants' narratives about their activities within a program we can hear the ways that the program is operationalized at the level of that participant's field of action. The "field of action" is the unit of interactions within a program that has the highest likelihood of managing change - and change is what programs are designed to manage for participants. Change is the core function of any social or educational program. No matter how goals and objectives are written in print, managing change toward or from some current or future behavior or condition is the critical feature of any program. Think about the budget of any program. Embedded within that budget are the concrete raw materials for making change happen. The largest share of the budget resources most often is the personnel category (or consultants if the program depends on delivery by consulting collaborators). So in terms of program resources and program goals, the management of change is the central focus of programs.

The management of change is embedded in the narrative of those participants closest to the interaction between the provider and beneficiary, and no less so with the program leaders. Each program participant carries within them a "narrative of action" that when verbalized gives the evaluator the clues to the deepest nature of a program. Unleashing these narratives through questioning and listening to participants is the beginning of a process of mutual and collaborative self-reflection that is critical in making program evaluation useful and helpful.

So do not assume to know anything about a program, but always ask each program participant you encounter to describe the work they do. Note the words and narrative revealed by the participant: In what order are activities and services described? What conditions are noted? What kinds of interactions are described? What links to the community are identified? Who is doing the action - provider or beneficiary? How is hopefulness and hopelessness conveyed? What challenges are identified? What facilitators are identified? The narrative of the participants will become an evaluator's most useful tool to make program evaluation useful and helpful.