Action research An approach that combines research and action, by using the results from reflection on earlier actions to guide later ones, and in which the researchers engage in a spiral of planning, action, reflection, analysis and further actions that are changed in the light of the analysis.

Baselining The process of establishing the values of various measures at the beginning of a study for later comparison.

Citizen-consultant A person with the dual identity of consultant and citizen, who works on the basis of collaboration and equality with other consultants.

Consultancy The activity of providing specialist, expert or professional advice, help or support.

Contingency fees Fees paid only when specified conditions have been met by contractors, including the consultant.

Contract A verbal or written, formal or informal agreement between the parties to the consultancy about the aims of the consultancy, the work to be undertaken by the consultant, any anticipated contributions by the client and the anticipated outcomes from the consultancy.

Creativity The generation of original ideas or the use of the imagination in order to produce something.

Dilemma An unresolved and unresolvable problem or choice, between two outcomes, each of which is equally undesirable and equally unable to ‘solve’ the problem or resolve the choice.

Direct payments Payments made in cash to people to enable them to buy and manage their own care.

Disengagement The process of withdrawal by the consultant.

Engagement The early stage in the process of involvement in public services where citizens and workers begin to interact significantly.

Evaluation The process and the products of reflecting on, and making judgements about, what has gone well, what has gone less well and what can be learned from these.

Governance Structures and arrangements for running public services.

Grounded theory The outcomes, in terms of theories and theoretical perspectives, that can result from systematically gathering an amount of data, analysing and reflecting critically on this and using this process to generate theory.

Ideology A way of thinking and perceiving that is often based on beliefs, assumptions and principles of a moral or political nature.

Involvement The full range of ways in which citizens and staff may take part in designing, managing and delivering public services, from minimal consultation with members of the public through to them taking control of the process.