Whenever a change is made, there is a background system behind it. This system of reflection leads to actions to enable changes to happen.

• system reflection has a platform
• system development requires innovative co-operation
• social learning requires institutional innovation

what is a mental model?

People use conceptions about their working objects, and need a common language. Mental moderation brings the mental model in to a graphic and communicative form. This is relevant in this project, because it is possible to work with the stakeholders face to face, or email them a mental model of the system for their feedback.

These model structures can be created using 'Stella', which is based on a cluster model. The model can be communicated to the stakeholder, who can be asked whether or not it represents their perceptions. It is then possible to create an integrated dynamic model for IA.

The added value of model moderation is that it facilitates communication, and enhances the creation of a common understanding. This leads to better understanding of the dynamic consequences of the system. Furthermore, involving stakeholders in the model building process increases their confidence in it.

For example, putting together a model target of mobility management:

• why does a person want to travel from a to b, and how are they carrying out this demand?
• It is possible to work with stakeholders at the different stages: both creating a mental model, and using it to create an integrated model.

Within the model, it is possible to go back to the mental model, and it is in fact important to do so. Stakeholders can recognise what they put into the process, and can see that their contribution was valued and useful. This greatly increases the confidence of the stakeholders.

No stakeholder will be interested later on in Stella, which is why a communication platform is necessary; it is a way of allowing the stakeholder to see and understand the complexity of the model. Furthermore, it is easy to go deeper than this and see what is behind the model as well. Stakeholders can choose a scenario and work through it, looking at the results. A point can therefore be reached where no-modellers can use and benefit from the models.

There may be a number of a stakeholders involved in the development of a model. Each of them may be consulted separately, and asked to propose mental models.

These different models will then be combined into one big complex model. This will then be taken back to the stakeholders, and their opinions sought on it. Stakeholders become a crucial part of the modelling process.

There is a danger that the modelling process will become too complicated for the stakeholders, that despite wanting to work with them at every stage, this complexity means that there is a gap between their input in the form of mental models and the output. This is why it is important to create a communication platform, so that the stakeholders could have a focus for communication.

The nature of the dynamics of the model is also an important issue. It has been raised that in Holland for example, perceptions of floods changed very rapidly. Although it may be problematic to change a model on a structural level, it is possible to keep the model 'alive' by communicating the problem back to the stakeholders, perhaps six months or a year later, and continuing to obtain stakeholders views on it if the dynamics of the situation have changed.