Draft 4: 29 July 2010 OBSERVATIONAL PROTOCOL FOR OBSERVATIONS AT PROFITNET LEARNING NETWORK MEETINGS RESEARCH TITLE Micro-Enterprises Participation

in a Learning Network Through the Lens of Personal and Organisational Change Information concerning the research question, objectives and methods was supplied in a letter to participants of 17 May 2010. Further information is contained within this protocol. The observations seek to capture events associated with the main research question below, the four supporting research objectives that were outlined in the interview protocol and the potential operationalised actions described in the initial Conceptual Framework: What is the relationship between participation in a learning network programme and personal and organisational change in micro-enterprises? Learning Network Session Information Profitnet Learning Network Name: Brighton and Hove (2) Profitnet Learning Network Code: D Date of Session/Observation: 15 March 2011 Number of Participants, including PN team members: 12 Location of Session/Observation: Participants premises, Brighton

OBSERVATION CHECKLIST Pre-Observation Checklist Item Customise this form for observation. Confirm details of time and location of meeting. Confirm issues of confidentiality and agreement are in order. Review meeting agenda to be aware of distinct sections of the meeting. Using Interview and Observational Protocol Control Form become familiar with key names of the interview participants and other set members, facilitators, consultant and PN team member where appropriate. At Observation Item or x Set up tape recorder in an appropriate place to record meeting. Once meeting seated, draw up a diagram of the seating plan to help indentify participants with their personal code from the Interview and Observational Protocol Control Form. Particularly note where the interview participants are seated. At critical incidents or events take a note of the key actors involved by using their code from the control form and the opening and closing time/digital counter on the tape recorder for later transcription. On the additional notes taken at the time, make reference to the different phases of the agenda items. Start the tape. Pause at social breaks and re-start. Post Observation Item Send tape for transcription of extracts to SB, noting those particular sequences to be transcribed. Transcribed observation returned. Proof reading of transcription. File appropriately. Send thank you to all group participants at the end of the observations Date Actioned 16 March 2011 Date Actioned 11 March 2011 8 March 2011 20 July 2010 10 March 2011 11 March 2011

POTENTIAL AREAS FOR ANALYSIS OF THE LEARNING NETWORK MEETING Initial Operationalised Actions from Conceptual Framework Learning Networks Sharing of information knowledge, experience, new ideas and problem solving. Active or passive facilitation of formal and informal learning. Engagement and attendance at meetings. Displays of support, encouragement and conflict. Level of interaction, in terms of reflection, voice, confidence and development of relationships.

Personal Change Self-confidence Reflection Motivation Skills development

Organisational Change Change events Business planning, problem solving, benchmarking Capacity, capability and agility for change

Innovation Incremental or radical innovation Routines, capabilities and competencies innovation Single/double loop learning and change Ability to relate to other organisations

CRITERIA FOR JUDGING WHAT NEEDS TO BE CAPTURED IN TERMS OF CRITICAL INCIDENTS AND EVENTS Criteria Critical incidents or events involving the participants being interviewed and major changes in their trajectory of personal or organisational change and the development of innovation. Examples of where interviewees trajectory of change or innovation is either enhanced or declines during the course of the meeting observation, and is captured in a critical incident or event. Incidents where things are going well or not going well according to them. Critical incident or events linked to the research question and objectives and the operationalised actions detailed above, together with those outside the above range as well. Specific examples of critical incidents and events may also be apparent during the course of Business Plan presentations and feedback in action learning sessions. 3

Interviewees reports of their problems and issues through discussion with others, capturing the additionality that Profitnet may provide towards personal and organisational change and innovation. Benchmarking: examples of how the interviewees compare to other members of the group, exhibit skills they may or may not be aware of and other elements of their personality. Examples of interviewees perceptions of the sets group dynamics and work carried out. A meeting may have gone badly for them but not for others. Incidents may involve the sharing of information or knowledge, helping each other in and outside the meeting and what and how people say they learn. Individual instances from the interviewees that would support, illuminate or question their answers to interview questions. Be aware of and keep in mind the divide between exploring new innovations and exploiting what the micro-enterprises already have. Note where the dynamics of the business mean that although new ideas and changes are thought through and talked about, they fail to get implemented. Incidents and events may emerge and need to be traced back and connected over a range of set meetings.

OBSERVATIONAL PROTOCOL FOR OBSERVATIONS AT PROFITNET MEETING, NOTING CRITICAL INCIDENTS AND EVENTS THAT TAKE PLACE IN RELATION TO THE RESEARCH QUESTION Learning Network Name: Brighton and Hove (2) Profitnet Learning Network Code: D Observation Date: 15 March 2011 Start Time: 0945 hours Time Ordered Display Start and End Critical Incident or Event Time or Tape Digital No 0945 hours WELCOME INTRODUCTION AND APOLOGIES D11 - Welcomed everyone to the group, with all members present. D11 - Agenda for the morning: D13s Business Plan and Tour of his Business. Feedback on last months Business Plans and Action Learning. New Action Learning this month. Social Lunch together at end of meeting. 0948 hours BUSINESS PLANNING PRESENTATION AND TOUR BY D13 Introduction Sold previous company on this site a year ago. Wanted to keep factory premises as a place where people make stuff. Need for work and shared space in the area. Not just a Landlord but adding on support services. Modelled on an arts centre in London. Set about doing up the factory just before Christmas with launch event in January 2011 for fashion and other designers. 0951 hours Tour of factory space Described initial state of building and changes made. Left it open plan with option to partition it. First client is a 5 Led by D13 D13 to group D13 to group Key Participants and Codes Opening By D11 D11 End Time: 1208 hours Duration: 2 hours 23 minutes

Start and End Time or Tape Digital No

Critical Incident or Event designer and also setting up a lighting shop, and other clients potentially coming in: potter, furniture companies, paint shop and designers. Fire assessment and alarms needed. Upstairs - In house builder rents space and artists space as well. Smaller space Landscape designer and photo studios interested. Office area Individual offices, communal notice board. Can accommodate 40 to 50 people working here.

Key Participants and Codes

1020 hours

Returned to Gallery Space Looking to the future challenge is to fill the space. Attending business show in April. Need website to promote the space. Rolling the concept out across the country. D10 asking D13 what types of issues hed like to discuss with the group. Questions from group to D13 D6 Do you have licence agreements with each client? D13 Used another similar firms agreement and ran it past his solicitors. Short notice period to encourage people to take a risk and rent space. D6 Can be issues when disputes take place. D13 Covered this in our handbook. D2 How are you doing in terms of profit? D13 Got about a third of the clients needing to break even, so optimistic. D9 Do you own the business? D13 Own the business outright. D4 How much to rent out space? D13 Gave figures per sq. ft. in different areas of the building depending on its current level of refurbishment. Talked about other competitors who are cheaper. D9 Whats covered in the costs? D13 Inclusive of utilities. Trying to avoid meters all over the place.

D13 to group

1021 hours

D10 to D13 Group to D13 facilitated by D10 D6 D13

D6 D13 D2 D13 D9 D13 D4 D13

D9 D13

Start and End Critical Incident or Event Time or Tape Digital No 1024 hours How do I fill more space?

Key Participants and Codes D10 asked for clarifying feedback question D13 had two questions. D10 asked for clarifying Questions. D6 D13 D9 D13

Further Questions From Group to D13 D6 Market research done? D13 Yes, done a little. D9 What type of businesses are you looking for? D13 Need to find businesses who want factory space for creative work. Need to address air conditioning. 1030 hours Feedback Suggestions From Group to D13 Special deals and introducing offers. Organise events here Link up with other competitors Design based network events. Invite existing network events to use the space. Mentioned a contact he had at local radio station who might promote it. Article in local paper. Run competition with offer as a prize. Will circulate your space to 2 networks. She is part of the voluntary sector. Generate publicity around a graffiti show. Mentioned a specific graffiti area. Graffiti Workshop. Details of Graffiti Artist she knows. Use local open house for artists. Team up with Another named space.

Facilitated by D10 D12 D6 D3 D9 D3 D6 D12 D2 D8 D9 D8 D7 D2 D9

Start and End Time or Tape Digital No

Critical Incident or Event Offer space for limited period to community groups.

Key Participants and Codes D2 Group to D13 D13 to group facilitated by D10. D13 D8 D3 D12 D3 D8 D13 D11 D2 D13 D12

1035 hours

16 Feedback suggestions from group to D13 Second Question What other services Could I Offer? D13 listed current services. Mentoring area to help people with finding advice. Networking meetings within the building for clients. Small caf with cakes. Get catering company as client and to offer food. D8: Is parking an issue? D13: Can be, but park in roads around. Have a profitnet group in the building. D2: Can tenants get in outside normal hours? D13: Yes Advice surgery with business lawyers and bank representatives - all the components to build the business. Liaise with Banks and Brokers. And accountants Need a website Have webcams on it for potters etc. Hosted intranet for everyone to share information amongst themselves re grants and events. Position yourself as an ethical business. Grants available from council and know a name. 8

D3 D8 D1 D10 D8

D2 D7

Start and End Time or Tape Digital No

Critical Incident or Event Use outside wall on street to promote the business better. Barter services between tenants Gym space? Shop to sell products produced? Vending machines instead of Caf. Mentioned Coffee and list vending suppliers in Group B Phone people who have declined space and ask why?

Key Participants and Codes D10 D3 D1 D8 D9 D3

1046 hours 1105 hours

COFFEE BREAK LAST MONTHS ACTION LEARNING Feedback from D1 to Group. Thought about the issues but need to be tackled further down the road. Wants to do something more real than just repackage things. Decided to focus more on the quality of the service and find ways to do this. Last week paid 90 for a webinar re how to promote yourself to private clients. How do you prove youre better than anyone else? Collecting testimonials be a member of quality mentoring schemes, Prove I achieve my objectives but need to write these down so a long process to see off competition. Takes longer than you think. Also going to acquire new client management system to analyse my time and stay in touch with clients then marketing after this and getting proof is key for this. Facilitated by D10 D1 to Group

1110 hours

Feedback from D6 to Group Gave email update last time when absent re improving our branding. Had a day with a business coach and 2 other directors on the issue. Will now ask for feedback from clients after each case. 9

D6 to Group

Start and End Time or Tape Digital No

Critical Incident or Event Coach then had branding day with staff afterwards to more the business from being a polo to an Audi convertible. Focus other minds on where we want to be. Also organising more seminars re employment law and networking events around this.

Key Participants and Codes

1113 hours

Feedback from D9 to Group Re-collaborating havent taken lots of actions but thinking about them. Also went to a local profitnet event on collaboration. Decided to collaborate but not on a heavy basis. Feedback from D3 to Group Joined FSB. Set up credit card facility for clients and now charging for advice. Some successful and some not in deterring potential time wasters. For example charged someone 99 fee. Need to check out the legalities before taking further. Has saved time but swings and roundabouts. Will carry on with it as committed to 3 year contract for card machine. Been an enlightening month. Undertaking testing so verdict out. Feedback from D2 to Group Financial situation is easy with benefit of emergency funding of substantial sums from Dept of Health and Primary Care Trust.

D9 to Group

D3 to Group

D2 to Group

1116 hours

ACTION LEARNING FOR THIS MONTH D9, D1 and D6 requested sessions. D9s Sessions For Action Learning Introduction Just launching new product and going slightly against marketing strategy. Product is SME 2 minute marketing video at 499. Shot at clients premises Introduction Video testimonials. Key Issue: How Best To Market SME Video Profiles. 10

D10 asked for volunteers D9 to Group

Start and End Time or Tape Digital No

Critical Incident or Event Questions From Group to D9 D3 2 minute video for 499? D9 Yes. Taken 2 hours to film, and need to meet clients in advance. D4 What is your production time? D9 Half day. D2 How many produced so far? D9 One. D2 Marketing Budget? D9 No. D13 Anyone else out there? D9 Dont know. D2 Any questions from first client? D9 Replied reproach taken. D3 Id need advice re where and how to connect to it. D9 Could do this Feedback from Group to D9 Develop add on packages Gold, Silver and Bronze service Think of a better name for it. Contact colleagues network clubs and play video. Put on my notice board Chamber of Commerce to promote where SMEs gather. Give examples of return on the investment Link to your website from other work you do. Push idea of personal photos on the video. Event at University on Wednesday, with students prepared to do marketing projects.

Key Participants and Codes Questions from Group to D9 facilitated by D10 D3 D9 D4 D9 D2 D9 D2 D9 D13 D9 D2 D9 D3 D9 Group To D9, Facilitated by D10 D3 D12 D13 D12 D3 D2 D8 D2

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Start and End Time or Tape Digital No

Critical Incident or Event Will circulate link to first film and his near marketing materials. Promote what people can use it for- the application. Advertise idea on Google. Group gave 14 feedback suggestions to D9 D1s Session For Action Learning Introduction. Re leaflets in my office like feedback on the subjects they shoud cover free guides or information subject matter what do people want to know about? Questions from Group to D1 D3 For reception area? D1 Yes. D4 Checking with receptionists. D1 Dont actually have one. Feedback from Group to D1 Focus on getting yourself sorted out first. Use case studies. Quote topical costs. Whats free? Simplified fact sheets Biography Can I get on with you. Become a person. Websites people would find useful. Competition entry. Newsletter update to past clients. Use colour and think about layout upbeat 12

Key Participants and Codes D9 D1 D3 Group to D9 D1 to Group

Group to D1 facilitated by D10 D3 D1 D4 D1 Group to D1 facilitated by D10 D8 D13 D10 D12 D6 D10 D2 D3 D9 D12

Start and End Time or Tape Digital No

Critical Incident or Event clear clean uplifting not dowdy like competitors. Consider the cost of these flyers and alternatives. Laminated cards in reception with info on it. Professional posters Dont produce off your PC. Suggested a printer who would do this. Link to PDFs online. Welcome to my company leaflet to set the tone. Use a white label magazine. Or not! Tick box postcards for clients areas of interest. DL sized flyers. Group gave 21 feedback ideas to D1

Key Participants and Codes

D3 D12 D4 D9 D10 D2 D3 D2 D13 D9 Group to D1 D6 to Group

1145 hours

D6s Action Learning Session Introduction Going to be made a director in June. How to deal with the transition from trainee to director how to deal with other directors and staff. How do I make the transition successfully to director? Questions From Group to D6 D13 - Are there areas of conflict? D6 - Maybe. D10 Biggest mistake is people dont act differently when they do this. D6 Agreed.

Group to D6 D13 D6 D10 D6

13

Start and End Time or Tape Digital No

Critical Incident or Event D3 Will work be difficult? D6 Will still have cases but more dealings with staff.

Key Participants and Codes D3 D6

D13 Are you a good manager and delegator? D13 D6 Yes. D6 D3 Do others know? Any frosty reactions? D6 Everyones quite positive. D2 Whats in it for the firm? D6 Other directors run ragged. 1155 hours Feedback suggestion from Group to D6. Get job description. Be clear about what your authorised to do. Boundaries and Responsibilities, financial responsibilities. Manage expectations and meet informally and constructively with your people. Get leadership development training. Dont panic relax everyone knows time to adjust. Keep communicating 1 to 1 meetings with your members of staff coaching seniors relationship coaching. Consciously look at relationships e.g. every 6 weeks we get outside of the company and get some supervision. Have 2 people who do it. IOD for background information get yourself a mentor for the transition. Between Friday and Monday of Change new chair, some form of symbolic change. Be clear what bigger picture of firm is where its going to keep it motivated. Have away day with directors. Whats your fear with directors? Am I still an employee or not. Creating boundaries for stuff. D3 D6 D2 D6 Group to D6 facilitated by D10 D12

D13 D12 D3 D2

D12 D2 D12 D2 D6

14

Start and End Time or Tape Digital No

Critical Incident or Event Have you identified the at risk relationships. Come to terms with the fact youre not going to please everyone. Develop a thick skin for brick bats. Lawyers famous as bad business managers get financial training. Group gave 21 feedback ideas to D6 CONCLUSIONS AND AOB Next Months Creative Workshop April: A3 session in PR or use of words in your communications group agreed the latter. May: A10 re digital media Group agreed. University Challenge 29 March 2011 Lots of sessions on offer re what university can offer members. KTPs, Internships, placements etc. Arrangements For todays Lunch Group meeting for social lunch todayarrangements given. D9 - really good session today. D10 good to get into D13s premises. D11 All members present. Profitnet Awards 23rd June In conjunction with Bee Purple. Members vote for awards.

Key Participants and Codes D13 D12 D13 D1 Group to D6

Taken by D11 D11 with Group

D11 to group

D11 to group

1208 hours

END OF MEETING AND STOPPED TAPE.

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ADDITIONAL NOTES TAKEN AT THE OBSERVATION INCLUDING KEY EMERGENT THEMES, POTENTIAL AREAS FOR FURTHER OBSERVATION AT FUTURE MEETINGS AND CONCLUDING OVERALL EVALUATION OF THE MEETING. Meeting took place at D13s premises with all members present the group felt it was a good meeting. D2 and D3 very participating throughout the meeting with lots of feedback points. D2 gave action feedback learning from last month. D1 gave Business Plan feedback and took part in action learning session but was quieter than D2/D3. D4 was quiet throughout and apart from D7 made the least interventions from the group. A quietly effective meeting, with lots of feedback ideas generated and 3 action learning sessions.

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OBSERVATION TRANSCRIPT EXTRACTS Learning Network Name: Brighton and Hove (2) Profitnet Learning Network Code: D Observation Date: 15 March 2011 Start Time: 0945 hours Transcript Extract Transcription of meeting held on PC and data stick. End Time: 1208 hours

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