By Amy Hubbard
In March 2025, Capire Consulting Group partnered with IAP2 Australasia to host an insightful panel discussion on inclusive and accessible engagement. Featuring expert panellists Sophie Walker (NBN Co), Tamara Weaver (Department of Social Services), and Kerry O’Connor (Brisbane City Council), the conversation explored practical ways to engage more meaningfully and equitably with communities. Here is what we discussed.
A central theme of the discussion was the importance of humility in engagement, particularly when past efforts have fallen short. Acknowledging missteps, being transparent, and focusing on rebuilding trust are critical steps in fostering stronger relationships. Communities value honesty, and meaningful engagement starts with owning past challenges and demonstrating a commitment to doing better.
The panellists emphasised the need for engagement professionals to be involved early in project planning or even at the scoping stage. Too often, community input is sought after key decisions have already been made, limiting its impact. By embedding engagement from the outset, organisations can ensure that community voices help shape projects rather than just respond to them.
True inclusion requires a shift away from a one-size-fits-all approach. Engagement must be tailored to meet communities where they are at—physically, culturally and emotionally. Whether that means hosting conversations in familiar, comfortable spaces or adapting communication styles to suit different audiences, the key is making participation as accessible and relevant as possible.
Reaching underrepresented voices requires more than just an open invitation. Communities are more likely to engage when approached through trusted local networks and connectors who understand their needs and concerns. By partnering with these networks, organisations can ensure their engagement efforts are more representative and impactful.
Assumptions about what works in engagement can often miss the mark. The discussion reinforced the importance of testing and validating engagement tools and language with diverse audiences before rollout. By refining approaches based on real feedback, organisations can make engagement more accessible and effective for everyone.
Engagement should never be a one-off event. Instead, it should be a continuous process of listening, learning and adapting. Communities evolve, and so should engagement strategies. Making engagement iterative allows organisations to respond to changing needs and maintain meaningful connections over time.
Taking the time to truly understand community stories and lived experiences fosters deeper empathy. When organisations prioritise listening, they build trust and create more inclusive and effective solutions. Walking in the shoes of those impacted by decisions leads to better outcomes for everyone.
Lasting change doesn’t happen in isolation. The panellists highlighted the importance of finding allies—both within organisations and beyond. Building strong networks of support, advocacy and shared learning strengthens engagement efforts and drives meaningful, long-term improvements.
We extend our sincere thanks to our panellists for sharing their insights, to Brisbane City Council for hosting, and to our Capire colleagues, Melissa Hagedorn and Kathleen Webster, for bringing this event to life.
If your organisation is looking to strengthen its engagement approach, our team at Capire Consulting Group is here to help. Get in touch here or email [email protected].
