Co-operantics Conversations #2 The Phone Co-op

Phone Co-op CEO Vivian Woodell said “Good co-op governance means getting culture, people, structure and process right” and other experienced co-operators have talked about the importance of ‘co-op culture’. But what is it? How do you build it and nurture it? We think there is much co-operatives can learn from each other, both in the UK and overseas. We will be posting Co-operantics Conversations with a range of different co-operatives over Co-ops Fortnight, so watch this space!

Conversation #2 is with Amanda Beard of The Phone Co-op

Hello Amanda,

My first question is:

Q:In your view, which is a more powerful influence on members’ (both consumer members and employee members) behaviour – policies, procedures and rules or culture within the membership?

A: Culture within the membership

Q:How do newly recruited employee members ‘learn’ the prevailing culture of the co-operative?

A: By observing colleagues during the working day, members’ behaviour in meetings and during the induction process. We also have regular Values and Principles courses to make sure that all employees understand what we are based upon.  We encourage all staff to attend Annual General Meetings and Half Yearly Meetings so that they can see democracy in action and we also try to involve as many of them as possible in the annual board election for the same reason.

Q:How do new consumer members ‘learn’ the prevailing culture of your co-operative?

A: At the AGM; through regular newsletters and also through the information sent out regarding the annual election.

Q: What might be the pros and cons of the various ways in which new members ‘learn’ the culture in your co-operative?

A: New consumer members don’t have the opportunity to engage easily as we don’t have shops or obvious places to participate other than AGMs and HYMs.

Q: Have you considered other ways you might adopt?

A: We are building a membership zone on our website, intending to add more information on the co-operative movement as well as regular blogs, polls and surveys.

Q: Do you use a member agreement and/or a members’ job description?  (A document outlining what you can expect of your co-operative and what your co-operative expects from you; Rights and responsibilities of membership)

A: No we don’t – sounds a very interesting idea.

Q: Have you seen your co-operative culture change over time?

A: I don’t think it has changed significantly although, as we have employed more people, it has become harder to share the values and principles easily.

Thanks a lot Amanda!

Check out The Phone Co-op and follow @phonecoop

So what do you think? Do you have any thoughts, opinions, experience to share? We’d love to hear your comments or questions. Or if you would like to join in the ‘Conversations’ then answer the questions above, add any further ideas you may have and email to us at:
kate [at]
and we’ll be happy to have a Conversation with you!

Don’t forget, you can find lots of tools, tips and techniques for building and nurturing a strong co-operative culture right here (see links above). Or contact us if you’d like us to run a workshop, or provide consultancy support, advice or guidance on co-operative skills. More information on our services can be found here.