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Section 3 Issues and concerns in research and consultation

3.17 Action research: is it relevant?

Action research aims to develop practical knowledge by undertaking research with and by people, rather than on them. Rather than being a passive audience for research and consultation, service users and research users would become active co-researchers(1).

Action research is not itself a research method. It is an approach to inquiry, or a collaborative process of asking questions, analysis of the responses, testing out new actions on the basis of those responses and asking further questions. In this way, the research process tests out ideas as they are developed and provides ‘real-time’ feedback about what’s working and how. This produces practical knowledge rooted in the experience and practice of those most closely involved.

One of the purposes of action research is to look at what really happens in public service delivery, rather than what’s supposed to happen. This may be about highlighting hidden assumptions about services or service users in order to see where improvements can be made. It tackles the challenges of changing behaviour on the basis of evidence and uses the tacit and local knowledge of those working to deliver services and those that use those services. It helps to promote fresh ways of thinking about local problems and so produces more appropriate and meaningful ‘answers’. In this way, action research will promote a utilisation-focus to research and consultation.

An action research approach to views on the quality of services could be organised in a number of ways. It is likely to be participatory – to involve service users themselves, staff at all levels and others with an interest in the way that services are organised and delivered. It is also likely to be appreciative; focusing on the aspects of the service that are valued in order to build on them and to generate momentum for change. The scope of the inquiry is unlikely to be tightly defined in advance, but open to the issues and concerns that emerge and are of most concern to those involved. The emphasis is likely to be on developing a dialogue about service quality and on staying closely attuned to what matters in the local context.

Action research may use a variety of methods, both qualitative and quantitative. The choice of techniques will depend on the purpose of the inquiry and should be chosen by those who are part of that process. A number of different methods are likely to be used. Qualitative techniques are particularly relevant including in-depth interviews and participant observation.

The participatory techniques could all be used in some way, for example system mapping involving all those involved in aspects of service delivery processes and service users themselves. Using stories in some way is an important approach, particularly where the analysis of the stories and decisions about the lessons to be drawn from them are made collaboratively as in storydialogue. Significant event analysis could be used as a way of involving staff and service users in sharing stories for service improvement. By engaging staff, research users and service users in the research and consultation process, action research promotes the ownership and implementation of the findings.

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(1) For fuller account see Brief Notes on the Theory and Practice of Action Research, Reason, P and McArdle, K. L in Understanding Research Methods for Social Policy and Practice. Saul Becker and Alan Bryman (eds) Bristol: The Polity Press. (2004)

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