Why even bother printing (on paper) Southern Innovator as a magazine? “What about the trees and we live in the digital age!”, some might say.
There is evidence and science supporting the need to always publish Southern Innovator in print as well as online. First, a study of the World Bank’s online publications came to a shocking conclusion: A survey in 2014 found a third of World Bank publications are never downloaded, 40 per cent were downloaded just 100 times, and only 13 per cent were downloaded more than 250 times in their lifetime (The Washington Post). As The Washington Post pointed out, these are publicly funded publications with the intention of contributing to policy debates and providing solutions to the world’s problems. So, if nobody is reading them, or just a handful are, that actually does matter if you care about positive change in the world.
Secondly, a Norwegian study in 2014 from the Stavanger University (part of Europe-wide research into the impact of digitisation on the reading experience), found “… that paper readers did report higher on measures having to do with empathy and transportation and immersion, and narrative coherence, than iPad readers,” according to lead researcher Anne Mangen (The Guardian).
An earlier study the researchers did also found “students who read texts in print scored significantly better on the reading comprehension test than students who read the texts digitally” and that “Studies with students, for instance, have shown that they often prefer to read on paper”, continued Mangen in The Guardian.
Another issue is Internet shutdowns, outages and censorship. All of these have been on the increase, especially in Africa (africanews.com). To put it simply, you cannot electronically shutdown a piece of paper.
Britain’s best-loved children’s hospital and charity, Great Ormond Street Hospital for Children NHS Trust (GOSH), contracted me to lead a two-year project to modernise the hospital’s web presence and take its brand into the 21st century. GOSH is both Britain’s first children’s hospital and a pioneering child health institution (along with its partner the Institute for Child Health). The hospital’s outstanding reputation meant the project was carried out under intense public, media and professional scrutiny, and required a keen awareness of new media developments and the needs of the hospital’s patients, their families and the public.
The project was developed in three, distinct phases. Screen grabs from these phases are now available for download and evaluation. They also include web traffic statistics. This unique snapshot of a complex project as it unfolded, should prove useful for other e-health practitioners.
A great way to track the historical development of a web project is to use the Wayback Machine’s internet archive here. By typing in the web address (for example, www.gosh.nhs.uk, and www.gosh.org), you can see a chronological history of the website by month.
Read here about the child health portal project’s vision and strategy, its launch and overall impact. Or download a brief Powerpoint presentation here: GOSH Powerpoint.
27 Years Contributing as a Health and Human Development Communicator | 1991 – 2017
Whilst studying at the University of Toronto in the 1980s, the seeds were sown for much of the work that followed in the 1990s and 2000s. And what came together was the ability to undertake innovative communications initiatives using media and the latest digital tools. I had a strong interest in what constituted a modern, healthy society, and this eventually led my studies from psychology to sociology to history and eventually medical history. Along the way, I further developed my keen interest in communicating, writing for student media and broadcasting on student radio. I also organised various student organisations, from Erindale College’s first Peace Club, to its Amnesty International chapter, and eventually ran on a reforming ticket for the Students Adminstrative Council (SAC) at U of T. I undertook primary research for a history professor (Sidney Aster) working on a book, looking into the British Government’s efforts to organise food supply shipments during World War II (the biography of Lord Salter, Power, Policy and Personality: the Life and Times of Lord Salter, 1881-1975), and catalogued the CIA (Central Intelligence Agency) collection for the University of Toronto (Robarts Library). Being U of T, I also had the privilege of making amazing contacts and meeting some of the brightest Canadian minds of the time (for example, Professor Edward Shorter, co-author of Shock Therapy: A History of Electroconvulsive Treatment in Mental Illness).
The 1990s were an exciting time because it was possible to blaze new trails with emerging digital technologies. And this led to highly influential work with the United Nations and the UK’s National Health Service (NHS). This included an opportunity to head up the communications office for the UN in Mongolia just at the moment in the late 1990s when the Internet was coming online, and undertaking an influential role heading the launch of a child health portal for the prestigious Great Ormond Street Children’s Hospital (GOSH)/Institute of Child Health (ICH), just as the NHS was undertaking its Modernisation Plan in the early 2000s.
1985/1989: Graduate from the University of Toronto with a BA Honours in History (including medical history) and Political Science. One of my final year papers addressed medical quackery involving the drug laetrile as a cancer cure and how the medical establishment and regulatory authorities, in their attempts to prevent its use, in fact played into the prevailing anti-establishment political climate and distrust of institutions and the government.
1989/1991: Begin work as a Unit Coordinator for a chemotherapy ward of the Princess Margaret Cancer Centre (previously Princess Margaret Hospital/Ontario Cancer Institute) in Toronto. First training in health informatics and witness first-hand new computer initiatives to quantify workload on the ward to better allocate resources.
1994/1996: Editor-in-Chief for Watch Magazine, an innovative youth culture and media start-up partly funded by the Government of Canada. Watch Magazine played an important role in Toronto’s recovery from the economic collapse brought about by the combination of the late 1980s crash and government austerity policies. By engaging youth (high school-aged writers, editors and creatives), Watch Magazine showed their energy and perspective could jolt the city back to life, despite the negative media portrayal of youth at the time.
“As one of those high school kids and the guy who wrote (most of) this article, I’d like to say thanks to David [South] for all his hard work on Watch magazine! I learned a lot from him and it was a great experience.” William White
In 1995 I worked as a Senior Media Reporter for the Financial Times‘ newsletters New Media Markets and Screen Finance. I covered the rise of new media, including the Internet and cable and satellite television channels. Also covered new film-financing schemes funded by the European Union and the rise of new media in the Nordic countries. Stories included:
Whilst working for a UK-based international development consultancy, I prepared papers for the American Foundation for AIDS Research (AMFAR), the Global Fund to Fight AIDS, Tuberculosis and Malaria, the Harvard Institute for International Development (HIID), for various UN agencies including UNCTAD and UNAIDS, and coordinated the preparation of the report and launch strategy for the World Bank’s Task Force on Higher Education and Society (2000).
2001/2003: Project Manager in charge of Web Strategy for the GOSH Child Health Portal at Great Ormond Street Hospital for Children NHS Trust/Institute of Child Health.
2001: Begin work on the development of the award-winning GOSH Child Health Portal for the National Health Service (NHS). As part of the NHS’ Modernisation Plan, it was called a “role model” for the NHS and one of the “three most admired websites in the UK public and voluntary sectors,” and was developed and launched under heavy public and media scrutiny. Each stage of the Portal’s development would coincide with a high-profile media launch. For example, the Hospital’s 150th birthday celebrations included Her Majesty Queen Elizabeth II and pop star Madonna.
“The GOSH/ICH web site to date has been a notable success. Not only has it met a majority of its objectives … and achieved recognition as ‘exemplary’ among NHS resources, but it has also generated a number of spin-off projects, including Children First (as a successor to GOSHKids) and The Virtual Children’s Hospital. …
“In a context in which less than 25% of all projects realise even 50% of their benefits, the satisfaction of 75% of the original objectives .. must rank as a significant achievement.” Consultant’s evaluation of the GOSH Child Health Portal in 2003.
2003/2004: Live and work in Jerusalem, Israel. Travel extensively around the country during the hudna.
2007/2017: Consultant and Editor and Writer for the United Nations Office for South-South Cooperation (UNOSSC) (formerly the Special Unit for South-South Cooperation). Both an e-newsletter (Development Challenges, South-South Solutions) and a magazine (Southern Innovator) are produced chronicling the impact of mobile and information technologies on the global South, and the rise of a 21st-century innovator culture as a result. Both media substantially raise the profile of the global South, Southern Solutions, and the 21st-century global innovation culture, while also being cited as an influential resource in the UN’s adoption of an innovation and South-South Cooperation agenda for its programming and priorities.
The thinking behind this work can be found in two sources:
1) Innovation: Applying Knowledge in Development by The UN Millennium Project, “commissioned by United Nations Secretary-General Kofi Annan to develop a practical plan of action to meet the Millennium Development Goals. As an independent advisory body directed by Professor Jeffrey D. Sachs, the UN Millennium Project submitted its recommendations to the UN Secretary General in January 2005. The core of the UN Millennium Project’s work has been carried out by 10 thematic Task Forces comprising more than 250 experts from around the world, including scientists, development practitioners, parliamentarians, policymakers, and representatives from civil society, UN agencies, the World Bank, the IMF, and the private sector” (Innovation: Applying Knowledge in Development, UN Millennium Development Library, Taylor & Francis, 17 June 2013).
2) Two editors for the e-newsletter and magazine, Cosmas Gitta and Audette Bruce, authored a paper jointly with Professor Calestous Juma (a well-known scholar and leading figure in the study of innovation at the Belfer Center) in 2005 for the Harvard Kennedy School’s Belfer Center for Science and International Affairs titled, Forging New Technology Alliances: The Role of South-South Cooperation.
2007: David South Consulting begins work on the e-newsletter Development Challenges, South-South Solutions for the then-Special Unit for South-South Cooperation (SSC) at the United Nations. The e-newsletter is distributed by email to an influential global subscriber audience working in international development and the United Nations, as well as distributed online via various platforms.
2008: Reader response experiment begins with crowd-powered news website NowPublic. Initial proposal for the development of book or magazine on innovation. Awarded grant for Cuba study tour by BSHF.
2009: Adjust e-newsletter content based on reader responses. Begin posting content on Twitter platform.
2010: Begin development of the new global magazine Southern Innovator with the then-Special Unit for South-South Cooperation (SSC) at the United Nations and a design team in Iceland led by Solveig Rolfsdottir, one of Iceland’s top graphic designers and illustrators.
The magazine was produced to the UN’s design standards, as well as abiding by the UN’s Global Compact. With production in Iceland, the magazine could be designed and laid out using 100 per cent renewable energy sources.
Launch David South Consulting as Senior Partner working with talented global professionals.
It is called “a terrific tour de force of what is interesting, cutting edge and relevant in the global mobile/ICT space…”. Launch www.southerninnovator.org website (now www.southerninnovator.com) and social media including Twitter account @SouthSouth1.
To avoid censorship and interference, Southern Innovator‘s editorial operations were based in London, UK and its design studio was based in Reykjavik, Iceland (a high-ranking country in the World Press Freedom rankings and a former top place holder in the UNDP Human Development Index). Using a women-led design studio, it developed a design vision that could communicate across borders using clear graphic design and high-quality images. For example, when it launched in 2011, infographics were rare in development publications and at the UN; now they are commonplace. It also tried to be as ‘green’ as possible. The studio was powered on 100 per cent renewable energy (in particular, geothermal energy); the hard copy of the magazine is printed on paper from sustainable forests.
2012: Launch second and third issues of Southern Innovator Magazine at the GSSD Expo in Vienna, Austria.
Called a “Beautiful, inspiring magazine from UNDP on South-South innovation.”
With 201 Development Challenges, South-South Solutions stories posted on the NowPublic platform, a total of 336,289 views by 2012 had occurred, according to the NowPublic counter (Closed in December 2013, the stories published on NowPublic were able to reach a large, global audience, receiving 201,109 views as of 27 June 2010, and reaching 420,151 views by 31 July 2013. The stories were cited in many other media resources and also in books. This includes Export Now: Five Keys to Entering New Markets by Frank Lavin and Peter Cohan (2011) and The Canadian).
2013: Launch fourth issue of Southern Innovator Magazine at the GSSD Expo in Nairobi, Kenya.
Called “fantastic, great content and a beautiful design!” and “Always inspiring.”.
2014: Launch fifth issue of Southern Innovator Magazine at the GSSD Expo in Washington, D.C. U.S.A. The Twitter account @SouthSouth1 called “ one of the best sources out there for news and info on #solutions to #SouthSouth challenges.” Final issues of e-newsletter Development Challenges, South-South Solutions published.
The two publications proved influential on a number of fronts, being early to draw attention to the following: the rising use of mobile phones and information technology in development, the world becoming an urban place, innovative food solutions including the nascent insect food sector (now a big thing), altering perspectives on what is possible in Africa, the use of data science to innovate development, and tracking the growing number of technology hubs and the fast-growing start-up culture in the global South. The publications were cited for shaping the new strategic direction adopted by the United Nations Development Programme (UNDP) (the UN’s leading development organisation) and its first youth strategy, and the development of the Sustainable Development Goals (SDGs). As the world’s first global innovator magazine, Southern Innovator’s design had to be appropriate for a diverse audience. It has drawn praise for being both “beautiful” and “inspiring”, while its use of sharp, modern graphic design and infographics inspired others in the UN to up their game when it comes to design.
2015: Develop scale-up plan for Southern Innovator Magazine. The UNOSSC was promoted from being a Special Unit to an Office. It also had its budget increased.
South-South cooperation and innovation have now become the key methodology for the UN’s delivery of its programmes and projects. In 2015, China pledged US $2 billion to “support South-South cooperation” and called for the international community to “deepen South-South and tripartite cooperation”. In development parlance, they have been “Mainstreaming South-South and Triangular Cooperation” in their plans.
The current policy vogue for innovation in developing and developed countries can trace its roots back to some of the early work done by these two publications (and which was further amplified by the annual Global South-South Development Expo (GSSD Expo), which often would feature innovators from the two publications, spreading the innovation message around the world). Both publications had set out to inspire and “champion a global 21st century innovator culture”. And they have done this, as can be seen from concrete evidence and anecdotal responses from individuals and organizations alike.
In 2001 I was hired to project manage and deliver a Child Health Web Portal for the prestigious Great Ormond Street Children’s Hospital NHS Trust (GOSH)/Institute of Child Health (ICH) based in London, UK.
The project was intended to lead on innovation at the institutions and in the wider National Health Service (NHS) and was delivered in three phases. Screen grabs can be viewed below:
From the start, the project begged the question: Could we take a complex (and complicated) mandate and successfully achieve it in just two years? All under great public and media scrutiny (London being a world centre for media)? And how do you innovate for the 21st century in a major health care institution and build on its already high reputation?
Britain’s best-loved children’s hospital and charity, Great Ormond Street Hospital for Children NHS Trust (GOSH), contracted me to lead a two-year project to modernise the hospital’s web presence and take its brand into the 21st century. GOSH is both Britain’s first children’s hospital and a pioneering child health institution (along with its partner the Institute for Child Health). The hospital’s outstanding reputation meant the project was carried out under intense public, media and professional scrutiny, and required a keen awareness of new media developments and the needs of the hospital’s patients, their families and the public. It drew on an extensive public consultation and the NHS Modernisation Plan and the Information for Health strategy – which had identified strong demand for services and information to be made available online – to develop this innovative online offering. The NHS had also set the goal of having 25 per cent of all its services accessible via the web.
From the start, the project represented a new phase in how the institutions communicated. An announcement in PR Week in April 2001 acknowledged this, declaring the role will deal “with what is increasingly becoming an important part of the press office and the hospital”. Prior to beginning the two-year project in 2001, the existing website was an amateurish affair and not suitable for an internationally renowned centre for paediatric treatment, training and research.
The UK had become out of step with wider web developments at that time and had to do a lot of catching up. But there was a ready audience for better web content already established in the country. By 2001, data showed 3 million children in the UK were using the Internet and 33 million UK citizens could access it through work, school or home.
By 2001, the Internet offered an estimated 100,000 health-related websites (most based in the United States, leaving a gap for high-quality information based on UK research and experience). Trust was key and this was a crucial part of the content strategy that was developed.
As lead staff member for the website, I was in charge of recruiting and managing staff and suppliers, liaising with stakeholders inside and outside the organisations, planning work and seeking opportunities and partnerships.
The project was developed in three, distinct phases. Screen grabs from these phases are available for download and evaluation. They also include web traffic statistics. This unique snapshot of a complex project as it unfolded, should prove useful for other e-health practitioners.
As an innovator, the project became a catalyst for numerous online and offline initiatives across the institutions. The website made enormous strides, winning a number of national and international awards and leapfrogging to become one of the best NHS-linked sites in the UK. Areas radically improved included the design and navigation, patient information for families, press office, and the development and launch of the award-winning children’s website.
Each stage was transparently communicated and accompanied by high-profile publicity campaigns: a necessity because the hospital relies heavily on public trust and funding to function.
The first phase involved getting buy-in on a new design vision, assembling a team, extensive work on migrating the very large legacy website into the new template, and exciting colleagues on the potential of the new child health portal vision. It was launched in September 2001.
Ask Dr Jane Collins, a regular column written by the Chief Executive Dr. Jane Collins for The Times newspaper, was one of the more popular features of the child health portal. The portal was also directly connected to the NHS Direct service with its extensive online health encyclopedia.
As another example, the hospital’s 150th birthday celebration on 14th February 2002, attended by Her Majesty the Queen (and celebrities, including Madonna), was accompanied by an online interactive history prepared by the project and was used to inform the wider public about the child health portal.
Phase two involved the launching of new content developed by some of the world’s top child health experts and scientists, substantial new resources for sick children and their families, an online awareness-raising campaign to drive traffic to the health portal as a trusted and reliable resource, plus a wider media campaign. Based on user experience testing and user feedback, changes were made to the design and content structure to make the portal more user-friendly and to follow best practice in web design at that time.
The overall child health portal also gave birth to a highly successful new resource, the award-winning Children First website in May 2002. This resource was a year in development and was calibrated by age to provide relevant resources to guide children through the hospital experience. It used high-quality animation and partnered with BBCi and BBC Science to create resources that would resonate with children and youth. It included high-profile elements such as the Write4GOSH children’s writing prize, attracting entries from around the world, with winners receiving prizes from Cherie Booth QC, Dannii Minogue and children’s writer Jacqueline Wilson.
Children First attracted an average of 700,000 visitors each month with over 800 children in its first year contributing to the site. It addressed a gap in the online marketplace for health resources written for children rather than for their parents and families. It also gave birth to its own project: The Virtual Children’s Hospital (VCH). Funded by the PPP Foundation in August 2002, it worked with a team of psychologists to meet the social, psychological and information needs of ill children.
In March 2003 the Commission for Health Improvement (CHI) in its review and assessment found, in answer to the question “What, if anything, did CHI find that the rest of the NHS can learn from?” at the hospital, it was the child health portal, because “The trust’s website has different sections for children and families as well as for health professionals. The website also has sections for children of different ages and a broad range of information leaflets is available to download. The website has 3.5 million hits per month.”
In 2003, the UK’s Guardian newspaper called the Children First website one of the “three most admired websites in the UK public and voluntary sectors,” and a UK government assessment called the overall GOSH child health web portal a role model for the NHS. Children First also won the prestigious Cable and Wireless Childnet Award that year as well. And was short-listed for the New Stateman’s New Media Awards.
In 2006, The Times of London called Children First the Top Child Health Website in its Wellbeing on the Web: The Best Portals survey (November 11, 2006).
Phase three saw online traffic growing at a steady clip, the portal gaining accolades, awards and positive reviews; it also helped the hospital to gain the highest rating in a government review (5*), and Children First was awarded significant further funding so it could expand its resources. The award-winning team also re-developed thewww.gosh.org charity website (one of the highest profile charity brands in the UK) and launched it in 2003 as well.
2001: Initial design vision articulated and team assembled. First phase of content creation and ‘soft launch’ of portal in September 2001. Begin experiments with new graphic design, including an online interactive Christmas advent calendar with health tips.
2002: Launch new content during the hospital’s 150th anniversary celebrations; begin development work on Children First content. Partnering with BBCi and BBC Science to improve quality of child and youth resources. Significant new content is launched throughout the year as the portal sees month-on-month growth in web traffic. Awarding of further funding for Children First and the Virtual Children’s Hospital.
2003: Winning of Childnet Award; launch of new GOSH Charity website. Record web traffic to the website.
“As a parent, I recognise how important it is to help your child understand all that they can about their stay in hospital and their care and treatment. Time spent in hospital can often be a very frightening experience. Making sure that your child has helpful, easy to read information will make a significant difference to their time in hospital.
I am sure that this website will prove very useful for children and their families.” Prime Minister Tony Blair, May 2002
“A highly attractive website written by and with children at Britain’s biggest specialist hospital for children. The site is carefully segmented for different age groups and provides a powerful platform on which children can reach out from the confines of their hospital wards, share their experiences and learn about a range of medical issues as well as have access to fun interactive resources.” Childnet Award 2003
“I am glad you mentioned the web site. If you can access it and haven’t recently please have a look. It has vastly improved and both David Latchman and I (it is a joint site with ICH) are very pleased.” Dr Jane Collins, Chief Exec’s Corner, Roundabout newsletter, February 2002
“I never thought that GOSHKids would be so valuable to the hospital or, more importantly, to children and young people attending the hospital or simply interested in health matters. I think that this reflects my age, though!
“Many of us over 30, even if we use the internet ourselves, are surprised how much children and young people use it both as a source of information and for entertainment.
“Even quite young children are using it routinely now and as an increasing number of families have access to it, either at home and/or at school or work, presumably more and more will do so.
“There are over 42,000 hits per day (1,260,000 a month) on our GOSHKids website already. Of course, part of the success of the website is down to its design and content. I would like to take this opportunity to congratulate Gary Loach, David South and the whole team who have worked so hard to make it successful.” Dr Jane Collins, Chief Exec’s Corner, Roundabout newsletter, June 2003
“The GOSH/ICH web site to date has been a notable success. Not only has it met a majority of its objectives as delineated in the PIN report of 2000 and achieved recognition as ‘exemplary’ among NHS resources, but it has also generated a number of spin-off projects, including Children First (as a successor to GOSHKids) and The Virtual Children’s Hospital.
“It has moved from providing a poor representation of the organisations, to above average for corporate web resources, and compares highly favourably with those of other NHS sites and departments. The most notable success lies in the resource it now provided for the public, especially GOSHKids.
“In a context in which less than 25% of all projects realise even 50% of their benefits, the satisfaction of 75% of the original objectives set out in the PIN report must rank as a significant achievement.” Website Project Audit by Passmasters Limited, 17 April 2003
“Great Ormond Street Hospital has launched this health site targeted specifically at childen, with a separate version aimed at young teenagers. The site aims to give young ‘uns information about health, illness and treatment in an easily digestable, non-threatening manner.” Internet Magazine, July 2002
“… it’s a good site and not just for those about to go into the hospital.” New Media Age, 20 June 2002
“The project was instrumental in pulling together a number of key strategies (including the NHS’s Modernisation Plan, and its Information for Health Strategy), and acting as a catalyst for numerous online and offline initiatives. Critical to these strategies is the need to provide information and services online and in an accessible way. The aim has not only been about serving the specific needs of the institutions, but also to become a broader child health portal.
“The website in 2001 was an amateurish affair and a disgrace to an internationally renowned centre for paediatric treatment, training and research. Run largely from the Research Office it was focused on one particular audience, uninspiring in design, reactive in updating and made little use of the potential of the internet. We needed someone to take it forward …
“David [South] was lead staff member for the website, recruiting and managing staff and suppliers, liaising with stakeholders inside and outside the organisations, planning work and seeking opportunities and partnerships. It is fair to say that the site made enormous strides under his leadership, winning a number of national and international awards, and leapfrogging to become one of the best NHS-linked sites in the UK.
“A number of areas were drastically improved, including design and navigation, patient information for families, press material, and the award-winning children’s site, which is now an international project with many different partners. David [South] project managed many projects in this time including linked sites for London IDEAS Genetics Knowledge Park, and the hospital charity site …” Stephen Cox, Chief Press Officer, Great Ormond Street Hospital for Children NHS Trust and the Institute of Child Health
took public consultation and consultant’s report and crafted and developed a strategy to implement the GOSH Child Health Web Portal
assembled team across two institutions
set clear milestones and brought project management methodology previously deployed with the United Nations
led on teaching new ways of project management for results
took GOSH brand forward for the digital age
advised colleagues on digital publishing and design
awarded additional funding
role model for NHS and government/charity sector. Awarded five stars in government review
launched major milestones with well-known figures, including Her Majesty the Queen, Madonna, and pop stars
significant media coverage of project
attracted funding not only for the GOSH Child Health Portal but also for other projects at the institutions
grew web traffic month-on-month, becoming one of the top online child health resources
website cited in many other resources. One of the goals of the project was to increase access to high-quality child health resources and to have them cited in books etc.
The Great Ormond Street Hospital Manual of Children’s Nursing Practices by Susan Macqueen, Elizabeth Bruce and Faith Gibson, John Wiley & Sons, 2012
Help! My Child’s in Hospital by Becky Wauchope, Marbec Family Trust, 2012
Oxford Desk Reference: Nephrology by Jonathan Barratt, Peter Topham and Kevin P.G. Harris, Oxford University Press, 2008
“There is increasing interest in young people’s participation in the design and delivery of health services. But young people’s views are not consistently sought or acknowledged, and they are still often marginalised in healthcare encounters. Drawing on original research and a diverse range of practice examples, Brady explores the potential for inclusive and diverse approaches to young people’s participation in health services from the perspectives of young people, health professionals and other practitioners. She presents a practical new framework, embedded in children’s rights, that shows how young people’s participation can be integrated into services in ways that are meaningful, effective and sustainable.”