This module provides the guidance and tools you need to implement, manage, monitor, and adapt your responsive information service project with staff who are prepared to answer questions and manage interactions safely and effectively, develop inclusive and responsive content, and map services.
3.1 Build your teamRecruit the right staff as needed to cover the core functions – or roles - required to manage a responsive information service. At a minimum, responsive information services should aim to have at least one staff member who is from the community they aim to serve. |
3.2 Establish guidelines and standard operating procedures, train your teamDevelop clear guidelines and standard operating procedures for information production, service mapping, and frontline communication to maintain quality and manage risks. |
3.2.1 Establish guidelines and SoPs for producing informationDefine an information production workflow, a checklist to review before sharing any content, a system for tracking and managing the development, sharing, and updating of content, and begin mapping your sources for information verification. |
3.2.2 Establish guidelines and SoPs for service mappingDefine a process for collecting consistent information from service providers and obtaining consent for publishing their information publicly, and a process for tracking the information you collect from service providers. |
3.2.3 Establish guidelines and SoPs for frontline communicationDefine a high-risk referral pathway and adapt data collection and tracking tools for documenting two-way communication with clients and assessing trends in information requests. |
3.2.4 Equip your team with on-the-job guidanceLeverage handbooks for core functions of RISE which include a set of guiding principles, best practices, considerations, and standard processes for information production, service mapping, and frontline communication. |
3.2.5 Train your teamConduct trainings on responsive information services, inclusion, information production, service mapping, and frontline communication, in addition to briefing on expected staff code of conduct. |
3.3 Launch and publicize the responsive information serviceSet up any necessary infrastructure and obtain any relevant permissions, collect existing service mappings and begin to update them, develop some initial informational content based so you can be prepared for potential questions and establish legitimacy, and publicize your information services. When operational, begin tracking two-way communications to inform your editorial strategy and for follow-up with clients, where necessary. |
3.4 Monitor and adaptMonitor and evaluate your program throughout the program cycle, triangulating evolving situations with community perceptions and program progress, rather than after-action activity monitoring. |
3.4.1 Monitor two-way communicationsCollect and analyze data on topics of information requested by clients during two-way interactions to inform an iterative information production strategy that is continually informed by the needs of the community and measure your program’s reach and timeliness. |
3.4.2 Monitor client satisfactionCollect data on client experiences with your information service to understand if desired outcomes have been achieved and to ensure accountable programming, which collects and responds to client feedback. |
3.4.3 Monitor service mapping and content productionCollect data on the products delivered that contribute to achieving outcomes to reflect the scope or size of what trained staff produce. |
3.4.4 Monitor one-way communicationsDetermine how to adapt monitoring indicators if you are also producing and sharing one-way information (meaning that clients are reading, listening to, or watching informational content, but not asking questions). |
3.4.5 Reflect and act on monitoring and evaluation dataPlan for reflection and action taking based on monitoring and evaluation data, for example, by holding regular team meetings to reflect on data throughout program implementation. |