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While we describe how to get started with two-way SMS in our recent blog<\/a>, there are a number of things to consider before embarking on that journey. We\u2019ve put together our top ten list of considerations below. Let us know whether these resonate with you or whether there are things that you’ve noticed from your own experience setting up such systems and we can update this list.<\/span><\/p>\n 1. Ensure that SMS is an ‘appropriate’ channel in the first place<\/strong><\/p>\n \u201cLet\u2019s do a bulk-SMS campaign! It\u2019s easy\u201d<\/span><\/p><\/blockquote>\n But what if the population don\u2019t have access to mobile devices? Before choosing your channels for communication, you\u2019ll need to undertake an\u00a0assessment of the communities’ information and communication needs.<\/a>\u00a0This includes which channels they (used to) use, which they would like to use, and how they would like to communicate with humanitarian organisations. If SMS isn\u2019t regularly mentioned, or only used by select groups, then an SMS campaign may only have limited impact. It might not be the best choice for an intervention. At worst, it could actively frustrated and\/or confuse the communities you’re targeting.\u00a0<\/span><\/p>\n 2. No messaging is ever \u2018one-way\u2019.<\/strong><\/p>\n \u201cWe want to send messages to people. But we don\u2019t want to get any back. We can\u2019t \/ don\u2019t want to respond\u201d<\/span><\/p><\/blockquote>\n So frequently the urge to use SMS as a tool comes from a desire to share information with a population – information ‘from us to them’. This precludes information being shared ‘back’. When a communication channel is opened – particularly with a population who feel isolated and unable to communicate with humanitarian organisations – people will take advantage of a new, open channel and start reaching out. Even if you try to manage expectations or write \u2018DO NOT RESPOND\u2019 there will nonetheless be inbound messages. As humanitarian\u2019s we cannot leave what could potentially be urgent messages seeking help and protection unanswered. We need to understand that systems and protocols need to be put in place to respond to (and refer) inbound messages appropriately.<\/span><\/p>\n 3. Be realistic about your capacity as an individual and as an operation<\/strong><\/p>\n \u201cWe\u2019ll just add it to Simon\u2019s Terms of Reference\u201d<\/span><\/p><\/blockquote>\n Before deciding on if \/ how to start using SMS as a tool, it is important to look at your own internal capacity to design, deliver and maintain the channel. The resource requirements for different solutions vary and the needs cover technological, content and administrative components. As such, it is rarely one person\u2019s job to implement the whole system. Before starting consider if you have you been able to engage the different staff in your operation who will need to be involved. Do they have time to engage? These are questions to address as they will help determine the solution you opt for. For instance, if you need to handle a lot of messages and simply don\u2019t have capacity, maybe it\u2019s better to consider an external service provider who can do the heavy lifting from a technological and administrative standpoint.\u00a0<\/span><\/p>\n 4. Work out your workflow<\/strong><\/p>\n \u201cWe\u2019ll just send the messages out\u201d <\/span><\/p><\/blockquote>\n It is important to develop a full understanding of the entire workflow of information around both outbound and inbound messaging, ensuring that all aspects are mapped.\u00a0<\/span>As humanitarian responses are often undertaken by a complex array of humanitarian, government and other actors, you will also need to make sure you have referral pathways mapped into the workflow. This will ensure that any action required as a result of the messages received from communities can be managed by the appropriate organisations. This will help ensure that nobody\u2019s requests and feedback falls through the cracks.<\/p>\n To help with this you might want to map out the information and referral flow using a online flowchart tools such as <\/span>draw.io,\u00a0<\/span><\/a>lucidchart,<\/span><\/a>\u00a0or Visio<\/a>.<\/p>\n 5. Inter-operability is important!<\/strong><\/p>\n \u201cWe\u2019ll put the information into one big excel file\u201d<\/span><\/p><\/blockquote>\n Many requests to use SMS systems may require the use of another technological system. Is this a registration database, an incident management system? Perhaps you’ll require a system which catalogues red flags on specific issues such as SGBV, or allows you to link to a broader feedback management system or database. When undertaking the workflow exercise (above), include other platforms that you’ll link to. For example, do you need to pull data out of the system for analysis in a separate tool? This should be considered during planning stages so that no surprises emerge later – when it may be more costly, and complicated to implement.<\/span><\/p>\n 6. Think about how you can be inclusive: Bridge the digital divide by design<\/strong><\/p>\n \u201cWe\u2019ll only contact the youth; they’re the ones with the phones \u201d<\/p><\/blockquote>\n When undertaking an information campaign, or soliciting feedback by SMS – are we only targeting phone owners? In many contexts we see great disparities between different ages and genders regarding phone ownership. When considering using SMS, think about if and how these groups can be brought into and benefit fomr the the initiative. Perhaps your SMS system could be integrated into community structures and information passed on via word-of-mouth to those groups that don’t have access to a device. Perhaps additional device access is required – could this be addressed with targeted phone distributions? While each context will be different, always keep in mind that those who are excluded and the implications on their wellbeing. Those ‘left in the dark’ may even feel threatened due to their lack of inclusion.<\/p>\n 7. Coordination or yet another phone number?<\/strong><\/p>\n \u201cX agency has this service, but we need our own!\u201d<\/span><\/p><\/blockquote>\n Like all channels, use of SMS isn’t reserved for one humanitarian organisation. It’s a technology that can be operated by numerous actors , simultaneously. Often organisations tend to set up their own separate systems, which can lead to confusion and duplication. As humanitarian responders, we have a collective responsibility to ensure that individuals are not overwhelmed by inbound messages. The experience should be coherent and systematic – with clear, actionable information sharing. Humanitarian organisations need to coordinate and cooperate. How do we do this? Firstly, having a forum to discuss such matters i.e. a working group on communicating with communities is often the first step. Then, when solutions around SMS are brought forward to the forum it is possible to avoid reinventing the wheel, and leverage investments already made in others’ systems. Even if it is the case that a separate system needs to be built, the coordination is still vital to ensure coherency for the community.\u00a0<\/span><\/p>\n 8. Make sure you have procedures for developing the information that you want to share<\/strong><\/p>\n \u201cI\u2019ll just write it and send it out myself\u201d<\/span><\/p><\/blockquote>\n Given the broad scale of communication and the requirements above relating to coordination, having Standard Operating Procedures for the content that needs to be shared with communities can make the process much easier. Defining who should be involved, who has ‘sign-off’ and how you will test the effectiveness of the SMS is critical. Before sending 1,000s of messages, test your content with a couple of community members\/groups to check comprehension and identify any mis-interpretations. Having a content creation ‘process’ defined (at agency\/inter-agency level as appropriate), will save time in the long-run. A more predictable system can also respond more effectively when timelines are ‘squeezed’ and you may need to develop and share information in an emergency.\u00a0<\/span><\/p>\n 9. Airtime costs! See what Mobile Network Operators have on the table<\/strong><\/p>\n \u201cWe\u2019ll just buy $1000 airtime from the local shop and send to 50,000 refugees\u201d<\/span><\/p><\/blockquote>\n Airtime doesn\u2019t come for free (usually). You\u2019ll need to develop a clear understanding of the airtime costs involved in your project by determining the number of people you want to reach, how many messages to\/from you\u2019ll be sending and what the cost is per message. If the sums don\u2019t add up, you\u2019ll need to go cap-in-hand to your donor \/ budget team. Ideally, engage Mobile Network Operators (MNOs) to try and broker a special deal.\u00a0Negotiations on cost, systems and so forth can take place to see how there could be a mutual benefit for humanitarian responders and MNOs. Consider how creating a ‘competition’ between MNOs could work in your pricing favour!\u00a0<\/span><\/p>\n Certain organisations such as Human Network International<\/a> have invested a lot of effort in brokering good relationships with MNOs to support their informational services. In fact, research shows investment in such information provision schemes can actually enhance customer retention and have an impact on the MNO’s revenue. When such potential exists, having this frank discussion can leverage outside resources and help facilitate the delivery\u00a0 of a two-way SMS solution.<\/span><\/p>\n 10. Start small and test your solutions before deciding whether you want to DIY, or contract a service provider<\/strong><\/p>\n \u201cSo we’ll just give this company $200,000 and it will happen…\u201d<\/p><\/blockquote>\n When you\u2019ve developed an understanding of the capacities of staff and partners and the workflows of inbound and outbound messaging, you\u2019ll start to get a feeling of what kind of solution you\u2019re looking for. To start, rather than making big commitments or investments, test the platforms out. Our video shows you how you can get started with Frontline SMS in 2 minutes.<\/a>\u00a0You may also want to approach a service provider for a ‘trial period’ of their service, which they often provide to potential customers. This will help you reject options quickly that obviously don’t fit your requirements. It’s also an opportunity to take into account the less tangible aspects like ‘ease-of-use’ etc.\u00a0<\/span><\/p>\n Following this testing, you can work out whether you will need a Do-It-Yourself (DIY) solution, or to contract a service provider, or something in-between. You can take the results of your testing, along with your earlier mapping of workflows and see how you can map these workflows to the specifications of the various different systems trialled (they will have differences in their features \/ specifications.<\/span><\/p>\n <\/p>\n When you get to this stage, start to test out things that might fit your specific use case. Check out our blog on <\/b>designing solutions<\/b><\/a> for some more tips on how to go about delivering these solutions.<\/b><\/p>\n <\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":" While we describe how to get started with two-way SMS in our recent blog, there are a number of things to consider before embarking on that journey. We\u2019ve put together our top ten list of considerations below. Let us know whether these resonate with you or whether there are things that you’ve noticed from your […]<\/p>\n","protected":false},"author":7,"featured_media":26303,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_et_pb_use_builder":"on","_et_pb_old_content":"While we describe how to get started with two-way SMS in our recent blog<\/a>, there are a number of things to consider before embarking on that journey. We\u2019ve put together our top ten list of considerations below. Let us know whether these resonate with you or whether there are things that you've noticed from your own experience setting up such systems. If there is anything, let us know and we can update this list.<\/span>\r\n\r\n\u00a0\r\n\r\n1. Ensure the channel is appropriate in the first place (maybe USSD or IVR?)<\/strong>\r\n\u201cLet\u2019s do a bulk-SMS campaign! It\u2019s easy\u201d<\/span><\/blockquote>\r\nBut what if the population don\u2019t have access to mobile devices? Before choosing your channels for communication, you\u2019ll need to undertake some sort of assessment of the informaiton and communication needs of the population which includes which channels they (used to) use, which they would like to use, and how they would like to communicate with humanitarian organisations. If SMS isn\u2019t coming up, or is noted as not being frequently used, it is most likely the case that any SMS campaign or initiative will have.<\/span>\r\n\r\n\u00a0\r\n\r\n2. No messaging is ever \u2018one-way\u2019.<\/strong>\r\n
\u201cWe want to send messages to people. But we don\u2019t want to get any back. We can\u2019t \/ don\u2019t want to respond\u201d<\/span><\/blockquote>\r\nSo frequently the urge to use SMS as a tool comes from a desire to impart information amongst a population, rather than gain insights and feedback from them. When a communication channel is opened - particularly with a population who feel isolated and lacking in an ability to communicate with humanitarian organisations - people will take advantage and start communicating. Even managing expectations or even writing \u2018DO NOT RESPOND\u2019 there will be nonetheless some who take this opportunity to reach out. As humanitarian\u2019s we cannot leave what could potentially be genuine messages seeking help and protection unanswered and thus we need to understand that systems and protocols need to be put in place for inbound messages.<\/span>\r\n\r\n\u00a0\r\n\r\n3. Be realistic about your capacity as an individual and as an operation<\/strong>\r\n
\u201cWe\u2019ll just add it to Simon\u2019s Terms of Reference\u201d<\/span><\/blockquote>\r\nBefore deciding on if \/ how to embark on using SMS as a tool, it is important to look at your own internal capacity to design, deliver and maintain the channel. The resource requirements for different solutions vary and the facets will cover both technological, content and administrative components. As such it is rarely one person\u2019s job. Have you been able to engage the different staff in your operation who will need to be involved? Do they have time to engage? These are important to get a handle on as it may have an impact on the precise solution you\u2019re using. For instance, if you need to handle a lot of messages and simply don\u2019t have capacity, maybe it\u2019s better to consider a service provider who can do the heavy lifting from a technological and administrative standpoint?<\/span>\r\n\r\n\u00a0\r\n\r\n4. Work out your workflow<\/strong>\r\n
\u201cWe\u2019ll just send the messages out\u201d <\/span><\/blockquote>\r\nConnected with the previous two items, beyond understanding the potentially inbound as well as an outbound, and internal capacities there are a number of others transfers of information amongst staff, partners, systems and refugees themselves. It is important to develop a full understanding of the entire workflow of information around both out and inbound messaging, ensuring that all aspects are mapped. To help with this you might want to map out the flow using a tool such as <\/span>draw.io<\/span><\/a> or <\/span>lucidchart<\/span><\/a>.<\/span>\r\n\r\nAs part of this you will also need to make sure you have referral pathways mapped to ensure that any action required based on messages received can be delivered to ensure that nobody\u2019s requests and feedback falls through the cracks.<\/span>\r\n\r\n\u00a0\r\n\r\n5.\u00a0Is it meant to work standalone or fit in with other platforms? Few SMS systems work in isolation!<\/strong>\r\n
\u201cWe\u2019ll put the information into one big excel file\u201d<\/span><\/blockquote>\r\nMany requests to use SMS systems may require the use of another system. Is this a registration database? A incident management system? Something relating to cataloguing red flags on specific issues such as SGBV, or linking to a broader feedback management system? When undertaking the workflow exercise, it is good to not only restrict this to the SMS system, but to also ensure that any platforms it\u2019s required to link to are included. How will contact management take place? Do you need to pull data out of the system for analysis in a separate tool?<\/span>\r\n\r\n\u00a0\r\n\r\n6. Coordination or yet another phone number<\/strong>\r\n
\u201cX agency has this service, but we need our own!\u201d<\/span><\/blockquote>\r\nLike all use of channels, use of SMS can be operated by numerous actors simultaneously. As humanitarian responders we have a collective responsibility to ensure that individuals are not overfaced by inbound messages from a number of humanitarian agencies. The experience should be coherent and straightforward and in order to do this, humanitarian organisations need to coordinate and cooperate. Firstly, having a forum to discuss such matters i.e. a working group on communicating with communities is often the first step. Then when solutions around SMS are brought forward it is possible to avoid reinventing the wheel, and leverage investments already made in systems. Even if it is the case that a separate system needs to be built, the coordination is still vital to ensure this isn\u2019t a troublesome experience for communities.<\/span>\r\n\r\n\u00a0\r\n\r\n7. Make sure you have SoPs for developing the information to be sent out<\/strong>\r\n
\u201cI\u2019ll just write it and send it out\u201d<\/span><\/blockquote>\r\nIn terms of content of messages, given the broad scale of communication and the requirements above around coordination, having Standard Operating Procedures for content to be delivered en masse to communities can make the process much easier, more streamlined, and help ensure the right people across different agencies are accountable for message content. This can also make the process more predictable thus saving time when more urgent messages need to be shared amongst communities.<\/span>\r\n\r\n\u00a0\r\n\r\n8. Airtime costs!<\/strong>\r\n
\u201cWe\u2019ve got to send messages to 50,000 refugees. Our budget is $1000\u201d<\/span><\/blockquote>\r\nAirtime doesn\u2019t come for free (usually). Even at $0.03 cent a message that person above can only send approx 33k messages. You\u2019ll need to develop a clear understanding of the airtime costs involved by thinking about the number of people you want to reach, how many messages to\/from you\u2019ll be sending and what the cost per message is. If the maths don\u2019t add up you\u2019ll need to go cap in hand to your donor \/ budget team or alternatively to Mobile Network Operator to try and broker a special deal.<\/span>\r\n\r\n\u00a0\r\n\r\n9. See what Mobile Network Operators have on the table<\/strong>\r\n
\u201cWe\u2019ll just buy airtime from the local shop\u201d<\/span><\/blockquote>\r\nAs above, the Mobile Network operators themselves can be an important ally when considering using SMS as a tool. As they provide the airways they act as a facilitator for any SMS system. Negotiations on cost, systems and so forth can take place to see how there could be a mutual benefit for humanitarian responders and MNOs.<\/span>\r\n\r\nCertain organisations such as Human Network International have invested a lot of effort in brokering good relationships with MNOs to support their informational services. In fact, research exists that shows investment in such information provision schemes can actually enhance customer retention and thus have an impact on the MNOs bottom line. When such potential exists, having this frank discussion can leverage outside resources and help grease the wheels of any attempt to deliver on a two-way SMS solution.<\/span>\r\n\r\n\u00a0\r\n\r\n10. Choose whether you want to DIY, or whether you need a solution as a service<\/strong>\r\n
\u201cIt\u2019s going to be too much work for us - we can\u2019t do it\u201d <\/span><\/blockquote>\r\nWhen you\u2019ve developed an understanding of the capacities of staff and partners, the workflows of inbound and outbound messaging, and the systems that the solution will have to work with, you\u2019ll start to get a feeling for whether the solution you\u2019re looking for will be more of a DIY solution, a solution as a service or something in between. You can take your earlier mapping of workflows and see how you can apply various different systems to it (they will have differences in their features \/ specifications.<\/span>\r\n\r\nWhen you get to this stage, start to test out things that might fit your specific use case. Check out our blog on <\/b>designing solutions<\/b><\/a> for some more tips on how to go about delivering these solutions.<\/b>","_et_gb_content_width":"","footnotes":""},"categories":[656,644,689,544],"tags":[],"class_list":["post-26249","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cwc-slider","category-cwc","category-connectivity","category-how-to-resources"],"acf":{"author":"","authors_title":""},"yoast_head":"\n