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Responsive information service programs should be guided by a results framework and monitoring and evaluation plan. Based on evidence and before designing the program, teams should define their intended outcomes. In crisis, responsive information service interventions do not aim to shift specific behaviors or social norms, but instead focus on enabling people to understand what has happened and equip them with the information to decide how best to respond in their particular context. (47) Therefore, the highest-level outcome of responsive information services is framed around empowerment to accomplish the affected population’s goals for meaningful recovery from the crisis.
Types of Results:
- ‘Outcomes’ measure the effect(s) of responsive information services for clients, or the changes that may occur in their lives as a result of engaging with the responsive information services.
Example: IDPs affected by the conflict in North State are better able to access services, know and claim their rights, make informed decisions, and stay safe.
Example: People affected by the cholera outbreak in East State are better able to access treatment health services and make informed choices about preventative measures.
- ‘Intermediate outcomes’ measure critical results which are essential to achieving higher-level outcomes.
Example: Clients access, trust, and understand information provided.
- Outputs measure the products and services delivered that contribute to achieving outcomes. Output information does not reflect the consequences of the products and services delivered, but shows the scope or size of what the inputs and activities produce.
Example: Informational content that is responsive to client needs is developed.
- Activities measure the tasks which contribute to achieving outputs.
Example: Staff are trained.
- Inputs measure resources used to conduct activities and provide services.
Example: Human resources, time, funding, etc.
While at the design phase of your programming, you might want to develop a Theory of Change (TOC) together with your Monitoring, Evaluation, Accountability and Learning (MEAL) team. A TOC outlines how outputs contribute to achieving outcomes. It can be shared with partners, sectoral stakeholders, and communities. Each element of a TOC should include a clearly defined result and indicators to measure it. Indicators should be relevant to the context and consider feasibility of data collection and analysis. A TOC should always be specific to your strategy and context and be informed by evidence. Responsive information services results contribute to the achievement of cross-sectoral goals. If you are working on a sectoral team, you may include responsive information as an intermediate outcome as a part of a sectoral
theory of change. Figure 2 shows a standard project-level TOC for responsive information services, which can be adapted. Figure 3 shows a sector-level TOC from the protection sector which reflects responsive information as an intermediate outcome to sector outcomes.
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Figure 2. Project-level theory of change for responsive information services in emergencies
Figure 3. Sector-level theory of change with responsive information services in emergencies