Appreciative Inquiry and Strategic Planning at a Youth Serving Agency
Interview with Holly Gillespie, Executive Director Youth Resources of Southwestern Indiana
Conducted by John Steinbach
In March of 2002, Youth Resources of Southwestern Indiana (YR) started a strategic planning effort using Appreciative Inquiry (AI) to move to the next level of service to the community. By January 2003, board and staff had interviewed over 80 people including board members, staff, youth, donors, government officials, adult volunteers, and teachers. Based on these interviews, a plan was developed to guide the organization for the next three years.
Q: When you look back at your experience using Appreciative Inquiry as an approach to planning, what are some of the highlights about the process? In what ways did you find the process different from other planning methods?
Holly: Top highlight was how it included the entire community in the process and inspired the community. The process got everyone talking about YR. It pumped up and inspired our board and staff. With other processes, I always walked away worn out and discouraged because of the focus on weaknesses. A problem-solving approach always left me feeling like there was more to do than we could ever accomplish. With Ai, we were never worn out from this process. We were encouraged to dream and think outside the box and our outside-the-box thinking and our dreaming was not seen as a weakness. Other processes are just focused on what to fix and change and that shuts down the dream. With AI, it is “what do you wish for, what do you dream about?” which still leaves you with a lot to do, but you want to do it to move toward the dream.
Since we finished the process and the plan, the board has gotten more done in two months than they had in four years. One board member said they doubted the process at times and that it seemed they were dragging their feet, but found the process ended with the first attainable plan he had ever seen.
The process really involved the youth and gave them a real voice. We have their quotes throughout the plan. We also had around five youth involved in conducting interviews. The people who were interviewed by the youth were so impressed. After the youth conducted the interviews, they talked to other youth and got them energized. The energy just kept spreading. By the end we might not have known where the energy came from, but I’m sure it was AI.
In the end, it was a great fundraising tool. The county made cuts this year and we were the only agency I know of that wasn’t cut. The only contact we had with the county was AI interviews with commissioners. Those interviews are the only way I can explain why we didn’t have our funding cut.
I keep mentioning the energy and that’s hard to explain, but it’s an important part of the process. The energy around the interviews kept having an impact after the process. People who we interviewed often sent donations without us having to call.
Another foundation is now interested in funding us. The whole thing was prompted when they saw our plan that started with, “we asked, we listened.” They were very impressed with the way we reached out.
Q: Using AI as a planning tool often leads to positive developments within an organization beyond the formal plan. In what ways did you see Ai have a positive impact on your organization?
Holly: It had a real impact on development, gave us free marketing and created a lot of energy and excitement. Our board was getting bogged down with two years of reframing the organization and rebuilding around administrative issues. This process put the light back in their eyes. I just can’t put a value on what that change was worth.
We’ve been rephrasing things in the organization to more positive language. We had been doing that prior to the plan from exposure to AI and saw immediate results. Then we saw it at camp where the youth were asking us to reframe questions to be more positive. Again, you can’t put a value on young people having a more positive outlook.
Q: The AI perspective is a wonderful way to work with young people. How has AI influenced your programs and how you interact with young people?
Holly: How we adults approach youth. The language we use. We are really changing the way we approach things and our whole philosophy. To an outside person, how on earth do you change things if you don’t address the problems that need fixing? It is so hard to believe you can get more accomplished and fix more things by addressing issues and the community in an encouraging and inspiring way. That’s hard to get across because there are so many cynics in the world. Once you experience getting things done with Ai, you just can’t go back to all that traditional problem-solving and deficit approach.
Ai has become a thread woven into the agency.
Q: What did you value most about the AI process?
Holly: How many can I pick? That’s hard because there is so much. I’ll pick the top couple.
First, it was so inclusive of everyone. If you do it and do it the right way, you get such a diverse group and great buy-in form the interviewers and interviewees.
Second, the energy and excitement this approach gives people.
It’s almost like the movie Pay It Forward. When people get excited they pass it forward. The energy goes forward and forward and forward.
How has AI influenced leadership style?
Holly: It’s helped me stay away from the burnout syndrome. Going through the process was so encouraging. In our society we don’t encourage, praise and support. When we went through this process and I heard all the wonderful things we were doing, it made me want to do more and more. You can’t place a value on being so inspired. It’s encouraged me to encourage and praise and help staff and youth dream. Even when there is a problem with staff or youth, I can address it in a positive way. “Here is my wish for you, what is your wish?” is a much more encouraging thing than saying, “We have problem.” The way I phrase things has changed. I told a major donor the other day, “Here is my wish” and he said, “I can grant it, Holly.” AI presents a real challenge to our focus on community. Even saying, “What do you wish for our community?” is a different start to a conversation than saying “What are our problems?”
Q: When you think of AI being used with young people and youth serving organizations, what are some of your hopes for the future? How do you see AI having a major positive impact on youth work and youth-serving agencies?
Holly: AI can bring tremendous growth that isn’t possible in other ways. When the young people get excited and the board gets excited and a donor gets excited, you can just do so much more so much quicker. This approach moves people right up the ladder of fundraising.
Probably most important is instilling more hope in kids. With kids going through September 11, a war, and all the other things in our world, this helps them dream and see things in a positive light. This helps them reframe their community. When you help them find a different way of seeing things, you’re changing present and future families. What could be more important than that?
I can’t think of anything else that is a sure-fire way to:
- Increase marketing for free
- Increase fundraising
- Help young people build new skills
- Inspire people to volunteer
I really hope there is a way to at least test AI in a broader way with youth-serving agencies because I can see this can change the face of youth-serving agencies. There are lots of challenges, but with this approach I think we can meet those challenges. Then, once people get a taste, they will come back for more.
“I thought I was a positive thinker. Now, I have new ways to use an appreciative approach in all areas of my life and re-think some old habits. Great job, John! Excellent style, format, and overall experience.”
– Lisa Hanger, Indiana Association of United Way, Vice President for Training