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Managing Misinformation in a Humanitarian Context

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Managing Misinformation in a Humanitarian Context Managing Misinformation in a Humanitarian Context Internews Rumour Tracking Methodology Part III: How To Guide Internews Humanitarian Information Services Learning Collection The Internews Humanitarian Information Services Learning Collection communicates key lessons, best practices, and programmatic methodologies used by Internews’ humanitarian teams around the world. Each module within the Learning Collection includes three parts: Context, Case Studies, and a How-To Guide. The Context and Case Studies are packaged separately for ease of use. Internews first developed our rumour tracking methodology in 2014 in Liberia, in order to address the deadly Ebola outbreak. Since then, we’ve implemented rumour tracking as a way to address misinformation during humanitarian crises in numerous countries and contexts, reaching hundreds of thousands of beneficiaries. This guide was authored by Viviane Lucia Fluck, PhD, and produced with financial support from the United States Agency for International Development. About Internews Internews is an international nonprofit organizations that empowers people worldwide with the trustworthy, high quality news and information they need to make informed decisions, participate in their communities, and hold power to account. This document is released under a Creative Commons Attribution-Non-Commercial-Share Alike 4.0 International License. 2019 All photos are the property of Internews except where otherwise noted. Cover photo: Aftermath of the devastating Hurricane Matthew in Haiti Credit: MINUSTAH Managing Misinformation In A Humanitarian Context ■ Internews Rumour Tracking Methodology TABLE OF CONTENTS INTRODUCTION ______________________________________________________________ 5 MINIMUM STANDARDS ______________________________________________________ 6 KEY COMPONENTS OF INTERNEWS’ RUMOUR TRACKING METHODOLOGY _ 8 PART 1 – UNDERSTANDING CONTEXT & COMMUNITY ________________________ 9 INFORMATION ECOSYSTEM AND INFORMATION NEEDS ASSESSMENTS ______ 10 PART 2 – PROJECT PLANNING AND SET-UP __________________________________ 12 BUILDING YOUR TEAM _______________________________________________________ 12 ORGANIGRAM _______________________________________________________________ 13 DO NO HARM ________________________________________________________________ 14 Protection-related complaints ________________________________________________ 14 Data security_________________________________________________________________ 15 Building trust and community relationships __________________________________ 16 PART 3 – COLLECTING RUMOURS ____________________________________________ 17 (NOT) ASKING FOR RUMOURS ________________________________________________ 18 LANGUAGE __________________________________________________________________ 19 MANAGING EXPECTATIONS __________________________________________________ 20 DIFFERENT METHODS TO COLLECT AND ANSWER RUMOURS ________________ 21 Face-to-Face _________________________________________________________________ 21 Field staff, volunteers and community leaders ________________________________ 22 SMS with and without Short code ____________________________________________ 24 Local media __________________________________________________________________ 25 Social media _________________________________________________________________ 28 Physical location _____________________________________________________________ 31 Community meeting or focus group discussions ______________________________ 31 Part III. How To Guide 03 Managing Misinformation In A Humanitarian Context ■ Internews Rumour Tracking Methodology PART 4 – ANALYSING AND FACT CHECKING _________________________________ 32 How to document and analyse community data ______________________________ 32 How to choose which rumours to answer _____________________________________ 34 What can we learn from this rumour? ________________________________________ 37 WHO CAN HELP YOU ANSWER RUMOURS? __________________________________ 38 Using key information providers ______________________________________________ 40 HOW TO ANSWER A RUMOUR _______________________________________________ 41 PART 5 – SHARING OUTPUTS ________________________________________________ 42 TIMEFRAMES FOR RESPONSE ________________________________________________ 42 DIFFERENT METHODS TO SHARE ANSWERS _________________________________ 42 Narrowcast __________________________________________________________________ 42 Printed posters or flyers ______________________________________________________ 43 Written rumour bulletins _____________________________________________________ 45 ANNEX – TEMPLATES AND SAMPLES ________________________________________ 46 ANNEX ONE: RUMOUR TRACKING FORM _____________________________________ 47 ANNEX TWO: RUMOUR DATA BASE ___________________________________________ 48 ANNEX THREE: LETTER OF UNDERSTANDING FOR DATA SHARING ___________ 50 ANNEX FOUR: JOB DESCRIPTIONS FROM BANGLADESH HIS _________________ 52 HIS Project Lead _____________________________________________________________ 52 Community Correspondent Cox’s Bazar ______________________________________ 55 Humanitarian Data Analyst __________________________________________________ 57 ANNEX FIVE: EDITORIAL GUIDELINES FROM HIS PROJECT COX’S BAZAR _____ 59 Part III. How To Guide 04 Managing Misinformation In A Humanitarian Context ■ Internews Rumour Tracking Methodology INTRODUCTION This document contains Part III of the Internews Rumour Tracking Part III. How To Guide provides a Methodology Guide. Parts I and II step-by-step methodology to set can be downloaded separately here. up a rumour tracking service. In it, you will find information “Part I. Context” describes the and advice on everything from importance of access to fair, how to source rumours and fact- accurate and actionable information, check information, to how to share the damage rumours can do actionable and practical answers in a humanitarian context and to address these rumours. the value of Internews Rumour Internews Rumour Tracking Tracking Methodology as a tool for Methodology is designed to be communicating with communities flexible and responsive to local and humanitarian accountability. context – and you should be too. “Part II. Case Study” gives an While there are minimum standards overview of several Internews rumour that every project should include in tracking projects and an in-depth order to implement the Internews case study of rumour tracking in Rumour Tracking Methodology (see Greece. The case study also covers minimum standards, p. 6), projects challenges and lessons learned in need to build on these standards order to offer recommendations for based on local contexts. future rumour tracking activities. “Part III. How To Guide” provides samples, templates, and a step- by-step methodology establishing, facilitating, and monitoring a rumour tracking project in a humanitarian context. Part III. How To Guide 05 Managing Misinformation In A Humanitarian Context ■ Internews Rumour Tracking Methodology MINIMUM STANDARDS This training can be provided by other agencies, such as UNHCR, The following minimum standards and should be complemented by are the basis of Internews’ Rumour a discussion in gender segregated Tracking Methodology. These groups about the lessons learned standards are based on our from the training, how they experience implementing numerous apply to the project and internal rumour tracking projects around the complaints’ mechanism. world as well as the organisational 4. Includes a diverse group of philosophy of Internews. the affected community in decision making. This inclusion A project using Internews Rumour is maintained during all phases of Tracking Methodology… the project (aim for equal gender representation and good variation 1. Implements an information of age, (dis-)ability etc. needs or information ecosystem assessment (see p. 5. Establishes data protection 10) and discusses needs with the standards at the beginning community before setting up a of the project. This includes rumour tracking project to ensure password protected databases, it is the best methodology for decisions on what data is collected the overall project and context, and who has access to which data, including the language the etc. (see p. 15) affected community uses, who they trust etc. 6. Documents all community data as accurately as possible and 2. Includes the minimum required relies on direct and diverse staff for the project (see community voices. Community organigram, p. 13). This ensures voices should be captured by quality standards are maintained adapting templates provided in and workloads are realistic. the annex - this is the basis for everything you do. (see parts 3 & 4, 3. Ensures all staff (this includes i.e. see annexes 1 & 2) project lead, drivers, community correspondents and so on) 7. Uses open questions to collect attend Protection from Sexual qualitative community data Exploitation and Abuse (PSEA) in order to let the community and gender equality training. All set the agenda (see p. 17). For staff must be aware of and trained example asking the community: in using an internal AND external complaints and PSEA mechanism. a. What do you think humanitarians need to know? Part III. How To Guide 06 Managing Misinformation In A Humanitarian Context ■ Internews Rumour Tracking Methodology b. Have you heard something that 10. Regularly checks in with the you are not sure is true? affected community. Asking how useful the community finds c. Is there anything (positive answers to
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