Definitions and Acronyms

Term	Definition
Responsive Information Services in Emergencies (RISE)	Responsive information services deliver information as a form of aid to people affected by crisis. In the same way that frontline responders provide food, shelter, and health services, this toolkit describes how to provide information as a humanitarian service. Information gives people power. It is foundational to protection in emergencies, and is a crucial catalyst of dignified, meaningful recovery in emergencies. In this toolkit, the term “information” means verified facts on a range of topics that crisis-affected people identify as necessary to make informed decisions, stay safe, access essential services, and claim their rights. These topics are almost always related to multiple sectors and agencies. To be “responsive” means doing something as a reaction or response to something. In this toolkit, this means that we provide information in reaction to the questions and feedback crisis-affected people share with us about their information needs. A responsive information service accepts questions from crisis-affected people and directly responds to those questions with the verified, timely, and useful answers they need - centering our clients as the drivers of information production.
Client	A client is a person for whom frontline responders in emergencies provide, or intend to provide, assistance or services. The IRC uses the term “client” (as opposed to “beneficiary” or “victim”), because it signals our belief that the people we serve have the right to decide what kind of aid and services they need and want. This toolkit will use the term “client” interchangeably with “target audience”, which is a term frequently used in communication to identify who certain information or communication strategies are for.
Communication, Community Engagement, and Accountability (CCEA)	Other terms may include: “Communication with Communities”, “Community Engagement and Accountability”, “Accountability to Affected Populations”, among others. There are many definitions for these terms, but put simply, CCEA is a way of working in humanitarian action which ensures that crisis-affected people who receive our services are able to exercise their rights to: Participate in the decisions that affect their lives Receive the information they need to make informed choices (including staying connected with each other and the outside world) Be heard if they feel the help they receive is not adequate or has unwelcomed consequences Know what agencies are doing in their communities and how money is being spent Like any other humanitarian service, community engagement and accountability are mainstreamed into responsive information programs – working to build trust, client satisfaction, and client demand for types and channels of information delivery, specifically through ensuring accountability at every stage of design and implementation. Responsive information services also inherently contribute to whole-of-response community engagement and accountability through increased access to lifesaving information and community awareness of options, rights, and intersectoral and interagency services. Moreover, the feedback responsive information services collect about information needs can also naturally serve as a rich source of data on community needs and desires. However, the primary purpose of responsive information services is to provide lifesaving information, not to replace transparent communications about the response, complaints and feedback mechanisms, or participation in sectoral program design. Rather, responsive information services amplify, refer to, and strengthen access to such efforts.
Risk Communication and Community Engagement (RCCE)	Risk communication is the real-time exchange of information, advice and opinions between experts or officials and people who face a hazard or threat to their survival, health, or economic or social wellbeing. The purpose of risk communication is to enable people at risk to make informed decisions to mitigate the effects of a threat (hazard) – such as a disease outbreak – and take protective and preventive measures. Community engagement is the process of developing relationships and structures that engage communities as equal partners in the creation of emergency response solutions that are acceptable and workable for those they impact. The goal of community engagement is to empower communities to confidently share the leadership, planning and implementation of initiatives throughout the health emergency response cycle. Put together, RCCE activities target individuals, social groups/networks and organizations at household and community level to mitigate the risk/impact of outbreaks through preventing exposure, stop transmission and prevent infection, and manage and respond to the social and economic consequences of risk mitigation measures. When implemented in parallel with strong community engagement to form participatory response solutions, responsive information services provide a crucial channel for risk communication, rumor management, and amplifying community capacities.
Protection	At its core, responsive information services are a protection intervention. Protection is defined as “all activities aimed at obtaining full respect for the rights of the individual in accordance with the letter and the spirit of the relevant bodies of law” (i.e. International Human Rights Law, International Humanitarian Law, International Refugee law). Protection is an objective, legal responsibility, and a multisectoral activity that aims to prevent or stop violations of rights, ensure a remedy to violations, and promote respect for rights and the rule of law. An activity is considered to have a protection outcome when the risk to affected persons is prevented or reduced. The reduction of risks occurs when threats and vulnerability are avoided or minimized and, at the same time, the capacity of affected persons is enhanced.
Inclusion	Inclusion means enabling people from diverse backgrounds and traditionally marginalized communities to fully participate in collective processes, including decision-making and power-sharing while bringing their whole selves into these processes based on equality with others. “Barriers” are the factors that prevent full and equal participation, and “enablers” support participation. This toolkit draws on a rights-based, intersectional approach to inclusion, which means that beyond meeting immediate needs of the affected population, you consider the role of your responsive information service in addressing the root causes of exclusion (and the way multiple forms of discrimination affect groups of people or individuals), rather than the needs resulting from the denial of rights. Information in emergencies has an intrinsic value – when some people have access to information and others don’t, risky power dynamics can arise. This means we focus on ensuring that the channels, formats, and content of the information that we provide are accessible to people – in all their diversity – from the start (universal design). When barriers to access remain, we focus on developing targeted strategies (reasonable accommodations) to implement enabling solutions and mitigate risks of exclusion.
Participation	Participation means involving crisis-affected people in the assessment, design, implementation, monitoring or evaluation of your responsive information service project. Participation forms the core of the responsive information services program model and is uniquely built-in, whereby the information produced is constantly informed by client feedback. Responsive information services are most effective when they are designed, driven, and implemented by the affected community themselves.
Information Ecosystem	This is how information flows through communities. An information ecosystem encompasses the relationships between a community’s information needs, its communication landscape (communication channels, actors, and resources), the production and movement of information through that community, dynamics of access to information, use of information, social trust, and influencers. Understanding the information ecosystem in an emergency context is important to develop effective strategies for responsive information services.
Two-Way Communication	Two-way communication is a conversation between two people or groups, where both can exchange information. This is distinct from one-way communication, where only one person or group is able to share information with the other. Two-way communication forms the basis of responsive information service delivery.
Information Production	Information production describes an “editorial” process, meaning the planning and preparing of material for publication. This toolkit uses the term “information production” to encompass all activities related to the verification, preparation, adaptation, and sharing of information that is responsive, accurate, timely, relevant, actionable, and accessible. This term is linked to others used in this toolkit such as: “content” or “information products.” These terms refer to the outputs of this editorial process. Informational content is used to communicate information with clients and to support frontline communicators to respond to client questions.
Frontline Communication	Frontline communication refers to two–way conversations between clients and a responsive information service’s team. During these conversations, client questions are answered using verified information, supporting them to navigate available information, helping them to make informed choices, and connecting them with services who can help. Frontline communicators are the beating heart of responsive information services.
Service Mapping	Service mapping encompasses all activities related to collecting and sharing information on available services for crisis-affected people, including developing relationships with service providers and other response actors, gathering important information about accessibility and ensuring consistency, and keeping a mapping of services up to date.