Chapter 4: Developing an Inclusive Framework in the Research Support Office

This chapter introduces a practical framework for embedding diversity within the Research Support Office (RSO), encompassing both its internal practices and the services it provides to researchers and institutions. It builds on the logic model as a flexible and collaborative tool that translates intentions, external pressures, and institutional policies into tangible actions, while keeping accountability and impact in focus. The model is applied across key categories, including RSO staff, leadership, research proposals, internal and external collaborators, communication, data, societal impact, and mobility, demonstrating how diversity can be operationalised in each area.

This chapter emphasises the importance of setting meaningful goals and objectives, while avoiding the pitfalls of tokenism, vanity metrics or rigid frameworks like SMART objectives, which risk oversimplifying structural issues. Goals should be co-created with underrepresented groups in ways that build trust without overburdening them, and framed as part of institutional excellence rather than merely as a compliance measure. Policies and strategies are highlighted as essential anchors; however, their value depends on their implementation, alignment with core research aims and responsiveness to cultural and legal contexts.

Finally, this chapter addresses recruitment and retention in the RSO, noting that inclusive hiring, recognition of intersectionality, mentorship and supportive networks are crucial for creating a thriving and equitable workplace. Ultimately, this chapter positions the RSO as both a driver and exemplar of inclusive practice, where leadership is demonstrated by creating conditions that enable all staff and researchers to succeed.