Webinar Recap: Engaging in Uncertain Times, how trust, technology, and creativity are shaping the future of public engagement

Engaging in Uncertain Times, how trust, technology, and creativity are shaping the future of public engagement

In our most recent webinar – Engaging in Uncertain Times, participants from around Australia came together to explore a pressing challenge that touches every sector: how do we engage meaningfully with communities during times of growing complexity, uncertainty, and mistrust?

Hosted by ECF’s Practice Lead, Sara Wilson, the session provided a space for reflection, insight and shared learning. Designed to be interactive and inclusive, attendees were encouraged to keep their cameras on and ask questions to join in the conversation. The atmosphere was conversational — a reflection of the values being discussed: connection, openness, and trust.

Our panellists included Marc Snape, National Manager for City Development at NBN Co., based in Sydney, Rebecca Finn, Director at UrbanFold, based in Melbourne, Sarah Barns, Co-Director at Studio ESEM, Founder of STORYBOX.CO, and Vice Chancellor’s Senior Research Fellow at the Centre for Urban Research, RMIT University, and Andrew Wear, Principal and Founder at Econovation, based in Melbourne.

The discussion focused on three central questions:
• How can we build trust when people are increasingly sceptical?
• Is technology helping us connect or is it making things worse?
• Is engagement more of an art or a science?

What We Heard from the Panel
The webinar featured four thoughtful and experienced panellists, each bringing unique insights to these questions.

Marc Snape kicked of the conversation by highlighting the challenges and opportunities facing professionals in the engagement space. He noted that traditional models of community engagement, such as static consultation pages and checkbox surveys, often fall flat. But rather than being disheartened, Marc saw hope in the fact that organisations are actively looking for more meaningful approaches He said, “the very fact that we’re struggling with these questions is a sign of progress.”

Sarah Barns took a closer look at the role of technology in the engagement space. While much of the past decade has focused on “big data” as the key to insight, Sarah argued that we’re now moving into a more human-centric phase. Tools like social listening, AI-assisted qualitative analysis, and new modes of digital dialogue can enable richer and more empathetic engagement. “We’ve seen the worst of what tech can do,” she said, “but I’m hopeful we’re now beginning to rebuild a more human-focused approach.”

Andrew Wear brought the conversation back to people. His message was clear: when given the opportunity to participate meaningfully, people will show up with insight, care, and generosity. “You need to create the right platform,” he explained. “When you do, people respond constructively. That gives me real hope.” He underscored the importance of trust — not just as a goal of engagement, but as its foundation.

Rebecca added a powerful cultural lens, reflecting on her experience working with First Nations communities. She noted that the inclusion of Indigenous voices is no longer an afterthought, it’s becoming embedded in the way engagement is done. “It was different five years ago “and now it’s becoming central to how we think about engagement,” she said,“That shift gives me hope.”

Key Themes and Takeaways
Several strong themes emerged from the panel:
• Engagement is evolving. Old models of consultation are giving way to more iterative, interactive and inclusive approaches. People want to be heard, not surveyed.
• Technology is a tool, not a fix. While digital tools can enable wider participation, they must be used thoughtfully. The goal isn’t more data — it’s uncovering intelligence and a deeper understanding.
• Trust is both the starting point and the outcome. It can’t be faked, and it can’t be outsourced. Building trust takes time, openness, and a willingness to listen, even when the answers are uncomfortable.
• Cultural inclusion strengthens outcomes. Actively including diverse voices, particularly those historically excluded from decision-making, challenges our thinking and leads to understanding and better results.

Sara closed the session by offering a hopeful reflection: “Uncertainty can feel overwhelming, but it also creates space for creativity and new ways of connecting. Engagement is everyone’s responsibility and everyone’s opportunity.”

What’s Next?
A full recording of the session is available to watch, for those who want to revisit the insights or share them with colleagues.

If you’re looking to explore practical tools for digital engagement, including ECF’s technology partner in Australia, Hello Lamp Post’s conversational technology and data-driven insights platform, feel free to get in touch. These tools are helping communities have richer, more inclusive conversations every day.

We’re grateful to everyone who joined us for this thoughtful and timely discussion. Whether you work in policy, design, community development or digital transformation, the message was clear: connection matters and engagement done well can create genuine change.
We hope you’ll join us again for our next session, and in the meantime, keep the conversation going.