Learn
Responsive information services are constantly adapting. It is essential to continually gather learning to ensure responsive information services remain effective in meeting the information needs of affected communities. Monitoring and evaluation is done throughout the program cycle, triangulating evolving situations with community perceptions and program progress rather than after-action activity monitoring. (93) Include indicators on responsive information services in humanitarian response plans to ensure accountability.
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There are five primary ways that responsive information services monitor information needs and how they are meeting them:
- Tracking and Monitoring of Questions, Feedback, Engagement, and Responses (Module 3.4.1):
Continuous data collection. Minimum monthly analysis suggested.
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- Analyze trends in frequently asked questions, rumors, and misinformation to proactively produce and share content
- Measure and improve response time, reach, and accessibility
- Collect reactive feedback about the responsive information service
- Track required follow-ups
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- Client Feedback (Module 3.4.2):
Data collection and analysis suggested at least every six months.
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- Measure outcomes for different client groups
- Measure perceived quality for different client groups (responsiveness, trust, accessibility)
- Measure satisfaction and collect proactive feedback about the responsive information service
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- Content Development and Service Mapping (Module 3.4.3):
Data collection is continuous throughout implementation.
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- Measure the scope or size of what trained staff produce
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- Needs assessments and landscape analyses, information from partners (Module 2.2):
INA data collection suggested periodically. Information production focal point stays continuously up-to-date on contextual.
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- Measure and identify trends in information needs, barriers, and preferences
- Understand changes in communication environment and context
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- Risk Assessments, Accessibility Audits (Module 2.4.4/5):
Update risk assessments periodically during implementation.
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- Measure risks and effectiveness of mitigation strategies, including risks related to exclusion
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Table 9. Monitoring and Evaluation Learning Questions for RISE
The following questions and methods can guide teams in formalizing learning and adaptation. These questions are not exhaustive and can be contextualized depending on the approaches and scale.
For all questions, try to think what may be beyond the data – what are some reasons why we are not reaching the target audience? How does information relevance and easiness to understand vary across clients from different age groups or languages? What surprised us in the data? What challenged our own assumptions, and what validated what we also see from data collected from other sources? You might need to complement your monitoring and evaluation approach with additional learning activities, including targeted FGDs, surveys, or triangulation from other sources, to better understand your program and be able to take informed decisions about what you need to adapt.
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Outcomes of responsive information services for clients: To what extent did responsive information services meet its stated outcomes? |
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| Have information services effectively reached the target audience? | Collect data on one-way and two-way communications throughout service delivery. To the extent possible, disaggregate by age, gender, and other factors. |
| Have information services effectively reached women, children, older persons, people with diverse SOGIESC, persons with disabilities, and other potentially marginalized groups? | |
| Are responsive information services addressing the immediate needs and concerns that clients have to realize their priorities for safety and wellbeing? Do clients trust and understand the information? | Conduct a Client Satisfaction Survey at at the middle, and end of implementation (suggested minimum every six months). To the extent possible, disaggregate by age, sex, disability, and other factors. |
| How effectively have we addressed the specific information needs of women, children, older persons, people with diverse SOGIESC, persons with disabilities, and other potentially marginalized groups? | |
| Are responsive information services meaningfully addressing and mitigating risk? | Revisit your stakeholder analysis, safety and accessibility audit, and risk assessment periodically (monthly, quarterly, semi-annually), and during project closeout. Talk about how your understanding of risks and potential ‘bad actors’ have changed, and continually update mitigation strategies. |
| Are data security and client confidentiality risk mitigation strategies relevant and effective? Are frontline communicators effectively moderating any online platforms for harassment, hate speech, or risks of exploitation? Has information shared remained neutral and actionable? How accurate and reliable was the information disseminated? Have women, children, older persons, LGBTQIA+ persons, persons with disabilities, and other potentially marginalized groups equally accessed the information service? Have acute protection concerns identified through the information service been effectively escalated? | |
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Outputs of responsive information services: To what extent were defined outputs successfully implemented? |
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Were trends in topics of information requested during two-way communication assessed? |
Collect data on two-way communications throughout service delivery to inform mapping and content approaches. Track service mapping and content development efforts. |
| Were essential services mapped and informational content developed that is responsive to those trending needs? | |