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Photo: EyeEm / Liv Oeian

Six Key Findings From Engaging Communities Through Messaging Apps

– Medium

  • Report
  • Posted by Good ID team (Good ID)
  • Via UNHCR Innovation Service (UNHCR)
  • 22 October 2021

A review of a digital inclusion pilot reveals findings and recommendations for other humanitarian organizations

The UNHCR launched a pilot for a digital inclusion program a year ago. The program sought to engage with crisis-affected communities through WhatsApp. While the importance of communicating with these communities had been acknowledged a decade ago, it is still uncommon.

“Systematic and strategic approaches to digital channels of engagement are, regrettably, still the exception rather than the norm.”

Nathaniel Raymond led the review to encourage digital communication with crisis-affected communities. The ability for staff to be closer to communities was a positive outcome of the pilot. It has also highlighted important considerations including the risk of misinformation, the need to plan ahead for critical incidents, and concerns with WhatsApps terms and conditions.

And as part of this pilot phase, we committed to undertake an external assessment of the pilot — looking specifically at digital risk issues to complement internal data protection impact assessments that were being undertaken

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