| Abstract: | This article is concerned with the more effective implementation of the principle that consumers of human services should be involved in their evaluation, both as a right and as a source of essential data. A commitment to this principle requires an understanding of the obstacles impeding its practice, and deliberate strategies carefully designed to overcome them. Certain central features of human service organizations tend to place the consumers of their services in a weak position in relation to their planning, administration and evaluation process. In most evaluation studies consumers are included only at a late stage and in the severely limited role of respondents. Both broad strategies and detailed data-gathering methodologies are required to change this situation, and some are suggested. A case study, a recent enquiry into consumers's views of Community Welfare Department services in South Australia, is described to illustrate the use of a range of methods to involve consumers in the enquiry and elicit their opinions in ways that yielded valid data useful for the improvement of services. |
