Druglink article 1995 – How involved can you get? by Simon Polley

A service’s users may go far beyond drug users. User involvement is the process by which services systematically learn from their users to achieve a more effective service. Common problems include dis-empowering users unacustomed to the bureaucracy and jargon of service management, assuming one user can represent all users, dealing with intoxication, and retaining control if users drive services in unacceptable directions. Two approaches are examined in detail – management committees and user satisfaction surveys.

How involved can you get? (PDF)