Module 5: Information Provision & Transparency

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Module 5 Objectives

• Describe the minimum actions needed to for effective information provision

and transparency
• Illustrate how to understand the communication context and community
preferences and needs
• Define what information we need to share & what effective messaging is
• Outline possible communication channels and how to choose the most effective
ones

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Information provision & transparency

WHO health emergency responses should ensure transparent communication with affected
people on key programme information which responds to their priority information needs, using
channels that are appropriate and accessible.
Why is it important?
Receiving accurate information about
humanitarian organisations, the assistance they
provide and affected people’s rights, enables
affected people to make informed decisions for
themselves and their families,
hold humanitarian actors to account and manage
expectations about the assistance that can be
provided. Providing accurate and up to date
information can combat confusion, mistrust,
rumours and misinformation.

© WHO / Atul Loke / Panos Pictures

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Information provision & transparency: Minimum actions

• Regularly consult with affected people, in all their diversity, to identify their information needs,
preferred channels and language and use this information to design information provision
activities.
• Share information to affected people on health issues, programme objectives and activities,
selection criteria, timing and location of services, their rights and entitlements, including their
right to provide feedback and make a complaint
• Share information on available feedback and complaints channels, their scope and how to use
them
• Inform affected people of the expected standards of conduct by WHO and partner staff,
including PSEA messaging, and how to report inappropriate actions or behaviours.
• Information is adapted and made accessible for different groups, including children and people
with specific needs.

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Understand the communication context

Understand what communication systems exist and are easily accessible to the communities
WHO is trying to reach. For example:
• Is there reliable mobile infrastructure and what percentage of the population have access
to mobile phones?
• What are common ways for sharing and receiving information, such as radio?

An AAP working group in country may have collected this information, and be able to provide
it or know where to find it.

Alternatively, CDAC Network releases Media Landscape Guides for different response
countries which provide significant insights into the communication context.

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Understand the communication preferences and information
needs of affected people

• WHO, health cluster or multi sector needs assessments should include

questions to give you a better idea of people’s preferences and needs. For
example:
- What are the main channels of information available to you at the moment?
- What channels of information is it difficult for you to access and why?
- What health information would you like to receive? Specify your top 3 priorities
- Which language(s) would you like to receive information in?
- Do you know how you can contact those providing healthcare in your area to
request support?

• Make sure to collect this needs assessment information from diverse groups in
diverse locations to get an understanding of differing needs and preferences.
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What information should WHO share?

• Information about the organisation: What is the organisation and its partners? How can the
organisation be identified? How can I contact them? What can I expect from the organisation
and its staff?

• Information about the humanitarian assistance being provided: What assistance is being
delivered and how can it be used? Where and when is it being delivered? Who is eligible to
receive assistance and who is not, and why? How do I get in touch if I need more information?
Other information requested by affected people.

• Information about affected people’s rights: Right to receive assistance free from any form of
payment. Right to information about assistance. Right to provide feedback or raise a complaint
about the assistance. Right to be treated with dignity and respect by aid workers (PSEA).

→ Developing Frequently Asked Questions (FAQ) document can form the basis of key messaging
for affected people. Staff and partner staff with community facing roles should be trained on the
FAQ.

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Effective messaging

• Should have a clear goal of what it wants to achieve

• Should be short and simple, and not contain more information than is needed
• Should be written in the preferred language of the affected community and in multiple
languages if needed
• Pictures should be used to convey core messages where possible
• Should use terminology that has been tested with affected people for comprehension,
i.e. avoiding complex technical language and make use of local colloquialisms where
appropriate
• Should be coordinated with other health and humanitarian actors to ensure
consistency in terminology and content across the response

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Communication channels

When choosing which communication channels to use for your messaging:

• Use channels preferred by affected communities
• Make sure channels are accessible to marginalised groups, taking into consideration
literacy levels, visual/auditory impairments, access to technology etc
• Use a mix of channels in order to reach a greater variety of people
• Consider the most appropriate channel for the information to be shared and how the
choice of channel may impact people’s trust in the information
• Take advantage of existing face-to-face contact with affected people as part of a
programme activities to provide additional information

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Example communication channels

• SMS text message

• Social media
• Help line/call centre
• Household visits by staff
• Help desk at programme site
• Verbally during medical appointments
• Printed materials such as posters or leaflets
• Radio programmes/ information spots
• TV programmes/ information spots
• TV screens or written materials in waiting areas
• Community outreach or community meetings

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