In many countries, consultation has become a mandatory part of the decision-making process in community engagement. Yet, the way in which this consultation is designed determines whether it truly works.

When consultation is carried out correctly, it prevents delays, improves the quality of designs, and builds trust between project and community. A lack of consultation or poorly executed consultation, without direction, without feedback, or without genuine intent, can instead lead to frustration and consultation fatigue.

In this article you will read what consultation in community engagement entails, why it is an essential instrument, how the Ladder of Citizen Participation can help, and why feedback makes the difference between engagement and indifference.

Examples of how not to do it

When residents were not involved in the first phase of constructing the Amsterdam North-South metro line, it led to frustration, resistance, and reputational damage. Only when consultation was taken seriously, did support emerge and the relationship between project and community improve. In the end, the project cost four times more than planned and construction took fifteen years instead of nine.

On the other hand, the British High Speed Two (HS2) project showed that consultation can indeed be applied broadly from the start. This high-speed railway was intended to connect London with the West Midlands, with possible extensions to Manchester and Leeds. The project has since been halted after phase one, resulting in a line to Birmingham and no further. One of the explanations given, is that although consultation was requested, the lack of feedback caused it to backfire. The most expensive infrastructure project in the world remains unfinished, over budget, behind schedule, and a national scandal.

Both examples clearly show that consultation is essential, but that it must be applied carefully and deliberately. It was certainly not the only factor delaying these projects, but it was an important contributor.

What is consultation in community engagement?

Consultation in community engagement means actively seeking input from stakeholders in a project. In practice, it is often used in the planning phase, but it is also a powerful tool during execution.

The goal of consultation is to ensure that people are not only informed, but that they can also genuinely contribute ideas or have a say in how plans are developed. This can take the form of resident meetings, digital consultations, co-creation sessions, or surveys.

Consultation is not by definition the responsibility of the community engagement specialist. Municipalities, construction companies, or external consultancy agencies also benefit from it.

The added value of consultation: insights, support, and reduced resistance

Good consultation is not a brake, but an accelerator. It generates insights that a project team rarely has on its own. Residents and other stakeholders know the local area, habits, and potential issues better than anyone. By taking their input seriously, plans often become more realistic, effective, and widely supported.

Consultation at an early stage:

• Increases the sense of ownership in the community
• Helps to identify and resolve concerns or bottlenecks early
• Prevents misunderstandings, resistance, or formal objections
• Strengthens trust in the project team or organisation
• Improves the image of the client or contractor

By contrast, when consultation is missing, superficial, or conducted without feedback, the consequences can be significant. Stakeholders may feel excluded or not taken seriously, leading to frustration, action groups, or even legal proceedings.

As was the case in the early stages of the Amsterdam North-South line, a lack of consultation can delay or damage the entire project, both in content and reputation.

The Ladder of Citizen Participation of Sherry Arnstein

To clarify the degree of involvement, the Ladder of Citizen Participation is often used. It was developed by Sherry Arnstein in 1969 and adapted by the IAP2 (International Association for Public Participation) for application in community engagement. This IAP2 Public Participation Spectrum Ladder ranges from informing to empowering.

• Inform: one-way communication
• Consult: asking for feedback
• Involve: involving stakeholders in discussions
• Collaborate: joint decision-making
• Empower: shared control

The purpose of this ladder is to help community engagement specialists (and other communication professionals) determine what level of consultation is needed for their project, project phase, or a specific moment in the process. Communication specialists must ask themselves whether it makes sense to involve residents, or whether the decision has in fact already been made.

Consultation is not successful without feedback

Without feedback, the effect of consultation fades quickly. This is one of the reasons why the HS2 line in Britain was never completed. If people do not know what happens with their input, or why suggestions were not adopted, it leads to distrust. This is not only ineffective, it also contributes to consultation fatigue: the feeling that consultation is “for show” and that engagement makes no difference.

Tools like Publiq make it easier to provide feedback quickly, transparently, and accessibly. Share, for example, design changes with an explanation, or the results of a survey through the app, and show which suggestions have been included, which have not, and why. People who were asked to participate will undoubtedly want to hear this. It makes them feel heard, even if not every suggestion is implemented.

Consultation creates allies

Whether you work at a construction company, an energy company, or a municipality, consultation deserves a prominent place in your communication strategy. Good consultation is an investment in the quality of your project and the relationship with the community. It generates insights that the project team would rarely come up with on its own. It prevents delays, increases acceptance, and ensures a smooth project delivery.