Carol Brennan | Queen Margaret University, Edinburgh (original) (raw)

Papers by Carol Brennan

International Journal of Consumer Studies, 2016

This article develops the findings of an evaluation of European Commission consumer education, in... more This article develops the findings of an evaluation of European Commission consumer education, information and capacity building actions conducted in 2011, with an examination of action taken by 2016 to address the recommendations. Based on empirical research of documents, in-depth interviews, focus groups and semi-structured surveys of Directorate General for Health and Consumers and Directorate General for Education and Culture policy networks, it discusses the journey taken to improve consumer education and empowerment throughout Europe. Implementation of the recommendations aims to transform consumer education and empowerment in Europe, with integrated and updated resources for the maximum number of teachers across the European Union, where teachers can focus the resources on consumer education activities relevant for their learners. A key focus of the new developments is to deliver higher European Union (pan-European) added-value, better coordination and synergies with national activities.

Brennan, Carol and Schröder, M (2009) Greening the curriculum. In: Learning & Teaching Conference... more Brennan, Carol and Schröder, M (2009) Greening the curriculum. In: Learning & Teaching Conference, 27th November 2009, Queen Margaret University, Edinburgh. ... The full-text may be used and/or reproduced, and given to third parties for personal research or study, ...

The aim of this research was to investigate what the Legal Ombudsman can learn from other Alterna... more The aim of this research was to investigate what the Legal Ombudsman can learn from other Alternative Dispute Resolution (ADR) providers. The research was commissioned by the Legal Ombudsman to help it review and develop its dispute resolution model and ensure it remains fit-for-purpose. The research involved a case study design and fieldwork was conducted with ten organisations: four in the UK, one in Ireland, two in New Zealand, one in Australia, one in Canada and one in the USA. The research highlighted a range of dispute resolution practices and illustrated some of the key design choices that ADR providers need to make when designing or reviewing a dispute resolution scheme. These fell within four areas: the use of online dispute resolution; the early stages of dispute resolution processes; mediation approaches; and the later stages of dispute resolution and building influence.

Involving older people in the development of financial products and services, 2009

Context - For older people, financial awareness is increasingly relevant in a complex market wher... more Context - For older people, financial awareness is increasingly relevant in a complex market where the implications of making ill-informed decisions can be costly both financially and emotionally (National Statistics 2007). This pilot research study provided an opportunity to focus on the suitability of selected financial products for older people. Bank accounts and equity release products were selected for this study by an expert advisory panel. New marketing initiatives were being used to promote bank accounts including forms of insurance to the ‘50+’ market. Also older people are now expected to provide for their retirement and it is anticipated that equity release will be one product which may be used to fund and maintain consumer lifestyles.

Public Management Review, 2016

Introduction: User Knowledge and Innovation in Public Services Valuing Consumer Knowledge This pa... more Introduction: User Knowledge and Innovation in Public Services Valuing Consumer Knowledge This paper considers user knowledge as a source of new ideas and creative solutions in today's public service environment. In the face of high expectations and relentless pressures to drive out costs, there is an ever-increasing need for smart, responsive public service provision, facilitated by cultures of innovation and improvement. The paper considers whether user voice and complaints can act as inputs for innovation by raising awareness, broadening and deepening discussion, and promoting strength in a diversity of ideas. User voice can emerge from a range of sources, and a range of mechanisms have emerged for capturing and responding to it (Simmons et al, 2012). Users make choices about which channel for voice they consider appropriate for particular issues in a particular context: for example, through complaint and redress systems, contacting elected officials, participation in user groups/forums, or online mechanisms such as Fixmystreet or Patient Opinion (Simmons et al, 2012; Simmons & Brennan, 2013). In some examples, user voice may also be solicited and structured through more interactive, co-productive initiatives, such as 'Experience-Based Co-design' (Bate & Robert, 2007) or 'Experts by Experience' (Barnes, 2009). In this way, user voice can feed innovation in different waysfor example, through the identification and expression of a 'disconfirmation' between expected and actual performance, or as an expression of consumer involvement and desire to 'co-produce' (Simmons, 2009). Research shows people often have a relatively strong attachment to the public services they use, see them as important, and 'care about' them being done to a standard they find acceptable (Simmons et al, 2012). In this way, the legitimacy of user knowledge, whether expressed individually or collectively, lies both in users' informed evaluation of their own needs and their lived experience of User voice and complaints can serve as important inputs to innovation in public services. User knowledge can be harnessed to provide insights and ideas that prompt more effective service responses and add value to service delivery. However, the mechanisms for harnessing user voice and complaints are often not fully understood, and their potential is often underdeveloped. This paper elaborates a conceptual framework which maps the processes by which user voice and complaints might prompt effective public service innovation. Six practical real-world examples are then presented and analysed to illuminate discussion of some critical success factors for consumerknowledge-enabled innovation. Form of knowledge Critique Individual (e.g. Consumer) 'Biased' Local (e.g. Local community) 'Anecdotal' Specialised (e.g. Health professional) 'Inaccessible' Strategic (e.g. Chief Executive) 'Disconnected' Holistic (e.g. Academic professor)

Legal Studies, 2016

This paper proposes a model for designing consumer dispute resolution (CDR) mechanisms (including... more This paper proposes a model for designing consumer dispute resolution (CDR) mechanisms (including conciliation, adjudication, arbitration and ombuds schemes). This field has expanded significantly in recent years, replacing courts as the primary forum of dispute resolution in some areas of consumer-to-business activity. This expansion has been ad hoc, with a lack of consistency in the design of CDR mechanisms and in the overall shape of the CDR landscape. In light of the recent implementation of the EU's Directive on Consumer Alternative Dispute Resolution and Regulation on Consumer Online Dispute Resolution, Dispute System Design (DSD) requires urgent attention to ensure that the design of future mechanisms is based on coherent principles. A failure to address this issue risks undermining the legitimacy of state-sanctioned dispute resolution. The model described in this paper proposes a systematic approach and aims to: synthesise existing DSD models; apply the concepts of DSD t...

The main focus of this project is the outcome and impact of complaint investigations on individua... more The main focus of this project is the outcome and impact of complaint investigations on individual complainants in care services and on the services complained against. The aim is to ensure that people receive high quality care and to support and encourage the development of better ways of delivering care services. While there have been some studies of the process of investigating complaints, there has been little or no research of its impact on services. This project seeks to identify the difference a complaint investigation makes to outcomes for people using the service.

Shaping the development of Legal Ombudsman employees: Northumbria University and Queen Margaret U... more Shaping the development of Legal Ombudsman employees: Northumbria University and Queen Margaret University Partnership for accredited programmes. In April 2010, Northumbria University formed a partnership with Queen Margaret University (QMU) to provide accredited legal and ombudsman practice training for the Legal Ombudsman for England and Wales. The new organisation was being established to resolve legal complaints in a fair and independent way (Legal Ombudsman 2011). After completion of the first year of training, Northumbria and QMU are evaluating the implementation of the training with key stakeholders at the organisation. When the training solution was developed, both universities, influenced by the work of Graham and Rhodes (2007), aimed to encourage an investigative and integrated relationship between academic theory and practice in the workplace which prepares individuals to be reflective practitioners. Young and Garnett (2007, 2009) highlight the clear policy context for work-based learning with employer engagement and workforce development seen by government as important challenges. The Northumbria training covers the legal landscape and 8 key areas of law which commonly give rise to complaints. This is assessed by multiple choice questions online via Northumbria’s virtual learning environment. The employees then undertake a further 10 credit module and 30 credit work-based project. These modules enable the employees to consider and reflect on their future learning needs and work on a project of benefit to the new organisation. On successful completion the employees gain a 60 credit work-based certificate. The QMU training involved delivery of a 5 credit point module on ombudsman practice and all staff sit an exam. This paper sets out the work-based project, the partnership arrangements, pioneering curricula, feedback on the training and research with colleagues at the Legal Ombudsman. It provided perspectives from the universities and staff at the Legal Ombudsman. Semi-structured interviews were carried out to collect these perspectives and the data was analysed and presented at the conference in September 2011.

This special issue of the International Journal of Consumer Studies focuses on the extremely inte... more This special issue of the International Journal of Consumer Studies focuses on the extremely interesting theme of children and young people as consumers. There was an excellent response from around the world to the call for articles and 11 articles covering research in relation to Botswana, Finland, Sweden, China, Japan, the United States, Ireland and the United Kingdom have been published. The age range covered by the articles is from pre-school children under five years to adolescents and young people in their early 20s. Topics as diverse as advertising, materialism, consumer identity, consumer education and e-commerce to diet, food/supermarket shopping and body image are all covered in this issue. Two reviewers have contributed their perspectives on the book Brand Child. Interesting questions and themes are explored in this collection of articles. The first article considers the important influence of children on the household's entire consumption. Petterson, Olsson and Fjell...

Managing Service Quality: An International Journal, 1998

This paper sets out a process model for standard setting in local government services. It aims to... more This paper sets out a process model for standard setting in local government services. It aims to show how service providers can generate standards which are more relevant to their consumers yet can be achieved within the constraints faced by local councils. The model is based on ...

Journal of Workplace Learning, 1999

This paper reports on the findings of qualitative fieldwork aimed at exploring the motives, finan... more This paper reports on the findings of qualitative fieldwork aimed at exploring the motives, financial implications and the perceived benefits of achieving the Investors In People Standard. It examines perceptions of IIP at three different organisational levels. The research found differences between the motivation for, and perceptions of, IIP at all three levels as well as differences in the perceived benefits of the Standard. The views of senior management regarding the benefits of IIP were not generally shared at the other levels of the organisation. Indeed front‐line staff felt that IIP made little difference to them personally, the way they performed their jobs, or to the levels of satisfaction of their customers. This presents a major problem for senior management of local authority services if they are to achieve all the benefits attributed to IIP and so get beyond the “plaque on the wall”.

International Journal of Public Sector Management, 2002

Recently, the British Standards Institution (BSI) issued a new standard: BS 8600:1999 Complaints ... more Recently, the British Standards Institution (BSI) issued a new standard: BS 8600:1999 Complaints Management Systems ± Guide to Design and Implementation. This standard tends to focus on those systems and procedures that organisations put into motion after a complaint has been received. However, for many customers, particularly of large organisations such as local government services, the problems begin with knowing how to gain access to the complaints system. In the public sector this visibility usually takes the form of some kind of information leaflet which should detail certain basic information that will allow customers to access the complaints system. This paper develops a framework for an effective customer complaints information leaflet and then evaluates Scottish councils' corporate complaints information brochures against this framework to determine whether or not they meet its acceptance criteria for effectiveness. Each leaflet was evaluated against 12 points of good practice developed from both Central Government's guidelines and the new British Standard guidelines. The results showed that although a majority of them met many of the framework criteria, a significant proportion fell well short of what would be deemed acceptable.

International Journal of Consumer Studies, 2005

International Journal of Consumer Studies, 2002

Howells, at that time DTI Minister for Consumer and Corporate Affairs, launched Consumer Support ... more Howells, at that time DTI Minister for Consumer and Corporate Affairs, launched Consumer Support Networks (CSNs), a government initiative to improve access to high quality advice services. 4 CSNs are currently being established throughout Britain, with the intention of ensuring that consumers seeking assistance will be able to approach any CSN agency and receive, or be quickly referred to a source of, expert, accurate and timely advice and assistance regarding consumer

International Journal of Consumer Studies, 2004

International Journal of Consumer Studies, 2009

The adverse environmental impacts of plastic bags, including production energy costs, limited lif... more The adverse environmental impacts of plastic bags, including production energy costs, limited lifespan, increasing landfill content and inability to biodegrade, provide symbolic and practical evidence of a 'throwaway' consumer culture which acts as a significant barrier to sustainable consumption in particular and sustainable development in general. Decoupling consumer behaviour from plastic bag use is therefore an important challenge in the pursuit of sustainable consumption as a precursor to achieving sustainable development. This article provides a critical evaluation of that challenge, set within the theoretical framework of sustainable development. It examines the adverse environmental impacts of plastic bag use and evaluates initiatives by governments and businesses internationally to change consumer behaviour regarding the use of plastic bags in line with sustainable development principles. The politics of this agenda are analysed using a combination of consumer policy and public policy perspectives. Finally, the article draws conclusions regarding the earlier analysis.