Learning Task #5 - What Do Our Constituents Think?

As I thought about a survey to get responses to this question, I started to think about how difficult it would be to capture one perception and work with a theme, since I rarely find two people who have had the same experience or expectations of Extension. Another challenge would be who to interview because of the large variety of people who use Extension in one way or another. After jotting down several ideas of possible questions, I finally decided I would like to know personally how some people feel about Extension and I developed questions I would like to know the answers to.

I developed nine questions that I felt would help me as I develop programs and work with a variety of audiences. I struggled with who I should survey and decided on six people who are familiar with Extension and have used programs in different ways. I chose one youth who is currently in the 4-H program because I wanted to see what their perception is of Extension and how I can meet the needs of young people. I chose a college student who was employed by Extension for two summers because I wanted to know if perceptions had changed about Extension. I chose a member of the county Extension Committee to see if they had any input after seeing more of the "inner workings" of the Extension Office, such as budget, decisions and doing performance evaluations. I chose a young professional in the community to see if they use Extension and what their perception was of Extension in the community. Another person I decided to survey was a 4-H parent, as I wanted to see if they recognized other components of Extension programs. The final person I surveyed was a teacher who often has Extension programs in the classroom, to see how well they understood the University of Minnesota Extension Service.

I believed this varied representation of clientele would give me a clearer view of what I could do to better meet their needs as well as how to promote Extension better. I received five responses to surveys and they provided me with some very good feedback and some important things to remember about meeting the needs of the public.

My first question was how long had they been involved with or used services of the University of Minnesota Extension Service? I received responses of 8, 9, 10, 20+ and 36 years, a very diverse response. Obviously two of the respondents have seen value in Extension for many years. I was surprised at the span in years of use by those surveyed. I hadn't expected to find any of those surveyed to have that much exposure to Extension.

The second question asked what types of things they had been involved with through Extension. All of the respondents said that 4-H was a way they had contact with Extension. Other programs included Nutrition Education, livestock and farm seminars, Home Council and two people said they had been employed by Extension in the past.

Question #3 asked "If you were looking for help or information about a topic, would you turn to Extension? What might that topic be?" There was a very broad range of topics. Some answers were similar as they commented on blended families and family issues such as communication and family meal planning and nutrition. Other answers were horticulture and gardening, bug and weed identification, and agriculture issues such as crop harvesting and livestock grazing. The range of answers is a good indicator that people have many program needs.

In question four, I asked if Extension meets their needs when they ask for help or information. All respondents said yes, while some detailed their answers. One person said if the educators don't have the answers, they will find them, or they are always helpful with providing 4-H information. One respondent stated they appreciate the research behind the information is objective.

I really wanted to know if the respondents valued the University of Minnesota as a resource, so that was question five. Again all of those surveyed replied yes, Extension is a valuable resource. One person felt it was important to have local folks who have local answers. Another said it is great to have helpful staff and great resources, but they didn't use them as often as they might.

"What does the University of Minnesota Extension Service mean to you?" was the next question. I was surprised at the differences in the answers, as two people stated 4-H as their only answer. I was actually disappointed to know that was their only impression of Extension. Two people saw the value of the research and resources of the University of Minnesota and being able to bring them to the citizens of the state, and also a terrific quote "having a piece of the University of Minnesota in our backyard." Extension represents unbiased research supported information to another survey respondent.

Question seven asks "If you came into my office, how could I help you?" the answers were very similar in that they asked for answers, expertise or guidance to problems or situations. Resources also fit this answer as one person was looking for educational information for schools and youth.

The biggest question I had personally was "What do I need to do to meet your needs?" These answers were very important to me and I need to factor them into the programming I plan and present. All of these answers were obviously personal needs for the respondents and how they feel best about getting their priorities met. One person wants to keep communication open by making sure we have an answering machine and e-mail for those times a need or idea strikes them and to have requests met in a timely manner. Another person wants to keep current as a teacher by having educational programs that supplement the classroom and 4-H. One person had a need for ideas to motivate 4-H members, so I've been issued a challenge as I look for ways to meet that need. A need expressed by another person was to take time to listen and help and be flexible and understanding when they come for help.

The final question was "Will you continue to use Extension as a resource or does Extension no longer meet your needs?" The answer was a resounding YES, they will all continue to use Extension and its resources and another added they will encourage others to do so also. An additional comment was that they have had a rewarding experience because of their involvement with Extension over the years.

I am glad I chose to survey people about their perceptions, uses and needs of the University of Minnesota Extension Service because it helped me to see how valuable the services are that Extension provides. Sometimes you need to ask to really hear how people feel because that information doesn't always come out in conversation. I also appreciate the comments people made about their needs and what I can do to help meet those needs because now I can focus some programs or tailor other programs to address and meet those needs. I was definitely impressed with the responses I received as they were thoughtful and provoked further thought on my part. I also realized that it might be healthy for me to continue the survey on a yearly basis, formally or informally, asking a variety of people how they think things are going, to keep in touch with needs in the community.

-- Anonymous, April 26, 1999

Answers

Wow! Literally looks like you need to be all things to all people! Seriously, I think you're seeing that you folks in Extension address so many and varied needs that you are indispensable. I think a yearly survey would be good, because as you see the needs and priorities will change. A word of caution (sanity, or something!) may be to plan to do the survey each and tell your group (and yourself) that based on the survey you'll do your best to address 2 or 3 of the things this year....and then put others on future agendas...or delegate some of the many tasks.

-- Anonymous, April 29, 1999