We are struggling with getting people to participate in some focus groups we are holding. Our public transit agency is wanting to talk with a variety of constituent types: riders/non-riders/etc about how we can improve things, communicate better, and a number of other issues. We need some help in getting people to to respond to invitations to participate and then actually show up. If you have any advice on how we can make this process more productive, it would be greatly appreciated.

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Jay’s Answer: Take the focus group to them – in a bus. Wrap a bus in plastic and call it the “survey bus”. Bring it to various neighborhoods, park it, and have people come in the to bus to participate. When local outdoor events are happening (parades, shopping malls, races, flea markets, etc.), be there.

The other problem you may have is the feeling that you don’t listen, and the group is simply a formality – you’ll be doing business as usual anyhow. If you’ve done groups before, then tell the story of input you got, how things changed, and the upshot.