The relationship that determines reputation.
WHAT PARENTS WANT TO KNOW
That their child is safe That their child is progressing That someone knows their child individually What is happening and when
WHY THE THIRD POINT MATTERS MOST
It is what distinguishes institutions in parents' minds.
WHAT TO ESTABLISH
Regular, predictable communication.
WHAT FORMS IT TAKES
Term calendars and notices Progress reports Meetings A route to raise concerns
WHAT CHANNEL TO USE
Whatever parents actually read.
WHAT THAT USUALLY IS HERE
Messaging platforms, alongside formal written communication.
WHAT TO BE CAREFUL WITH IN GROUP CHANNELS
Information about individual children.
WHY
It is a privacy failure and it spreads.
WHAT TO SEND INDIVIDUALLY
Anything about a specific child.
WHAT TO COMMUNICATE PROACTIVELY
Changes to arrangements Incidents involving their child Concerns about progress or behaviour
WHY PROACTIVELY
Parents who learn things from their child or from other parents lose confidence.
WHAT TO DO ABOUT COMPLAINTS
Provide a clear route, respond promptly, and investigate properly.
WHY PROMPTLY
Unanswered complaints escalate and spread through parent networks.
WHAT TO AVOID
Defensiveness Dismissing concerns Discussing one family with another
WHAT TO RECORD
Significant communications, particularly about concerns.
WHAT TO ASK PERIODICALLY
What parents think.
