EReadiness:Communication with Stakeholders

From NGOPedia

EReadiness:Self Assessment Tool for NGOs

EReadiness:Utilisation of ICTs EReadiness:Applications EReadiness:Communication with Stakeholders EReadiness:Web Presence

Index

One of the key benefits of computerisation and internet connectivity is that the computer becomes a key communication tool. In areas where there is no fixed-line internet but the cell phone company provides data services, your computers can still be used for extensive and exciting possibilities.

Even if your key audience (your clients) generally do not have computer or internet access, you can use YOUR computers to great benefit:

• Bulk SMSs can be created and sent from your computers
• Communication with other stakeholders such as donors and volunteers can happen quicker, cheaper, more effectively and professionally
• You can make substantial savings on some of your other communication channels: international or long-distance phone calls can be made using VoIP technology (think Skype)
• Your computer can be more versatile than a fax machine
• If you have a number of internal telephone lines, setting up a computer-based PABX running on your LAN may be a life saver

Answers/Scenarios	Level	Yes
No, we don’t have an e-mail address specifically for our organisation.	1
We have one or two e-mail addresses for the entire organisation.	2
We have a few organisational e-mail addresses but not for each staff member.	3
All staff have their own (work) e-mail address; most also have a personal (private) e-mail address.	4

Answers/Scenarios	Level	Yes
We do not communicate electronically; all of our communications are by means of typed/printed letters, faxes and telephone calls.	1
We use our computers for sending and receiving individual e-mails.	2
Sending bulk e-mail using mailing lists.	2
We utilise mailing lists to promote our services or offerings.	2
Sending/receiving documents and files.	2
Sending faxes electronically from the LAN computers directly via the internet.	2
Searching information on the Internet (research).	2
Downloading software.	2
Sending bulk (low cost) SMS via our computers.	3
Internet banking.	3
Purchasing goods or services on the internet .	3
Accessing government information or filing government forms.	3
Online chatting (text e.g. MSN, Skype) and instant messaging.	3
Social networking (e.g. Facebook).	3
Making long-distance or international phone calls using VOIP (e.g. Skype).	3
Recruitment of staff or volunteers.	3
Advocacy/campaigns.	4
Blogging.	4
Video-conferencing.	4
Online education or training.	4
Newsgroups and discussion forums.	4

Level 1: Non-Existent or Basic

Description	Yes	No
The organisation does NOT communicate electronically with its stakeholders. Any contact is telephonic or by means of written (printed) letters or fax.
Contact with members is typically through paper handouts, mailings, word-of-mouth or posters.

Actions	Not Possible (give a reason why)	Possible (tick where applicable)
		Short Term	Medium Term	Long Term
When you signed up for an Internet Service Provider (ISP), you have the option of requesting (e)mail boxes (sometimes only one, but usually you are allowed 3 to 5). Each mail box is identified using its unique e-mail address, which usually includes the domain of your ISP. If your ISP is, for instance, M-Web, then your default e-mail address may look something like 4231432@mweb.co.za. Instead, request or choose easy-to-remember, unique e-mail addresses that are readily associated with your NGO e.g. your NGO’s name (CapeTownAIDS@mweb.co.za, CTAIDSInfo@ mweb.co.za etc.).
Then learn how to use e-mail effectively; how to useyour e-mail client (the software program that you use to read and write e-mail, e.g. Outlook), how to organise e-mail folders, how to deal with attachments and multimedia e-mails, e-mail etiquette (writing e-mails uses some very specific words and strange language, but also what one should and should not do with e-mail), effective e-mail use (how long/short e-mails should be, setting filters and rules, using templates, how to use CC, BCC and e-mail signatures), how to recognise and deal with SPAM and typical e-mail scams.
Another thing to check out is whether you can organise to have electronic fax capabilities on your network, preventing the need to send costly faxes (saving or reducing telephone charges) or even to have a physical fax machine altogether to receive faxes. It also reduces the hassles with keeping and organising paper fax copies. There are some drawbacks to purely electronic fax capabilities since some faxes require physical signatures or other written information which would need to be scanned (but then can also be filed electronically).
Procedures should be put in place for those risk areas which could either threaten the survival of the organisation, (where the cost of mitigation is less than the expected loss = probability of happening x expected losses) or where the mitigation procedure costs are relatively minor (e.g. sensible password selection and encryption of sensitive data).

Level 2: Early Stages

Description	Yes	No
There is standard use of e-mail by a few people in the organisation using one or very few organisational accounts.
Most e-mails are small and individual text messages.
The e-mail address is typically provided by the Internet Service Provider (NGO@mweb.co.za; NGO@telkom.co.za) or (free) mail provider (e.g. NGO@gmail.com; NGO@yahoo.com) account.
Electronic messages using standard cell phone technologies are sent (i.e. individual SMSs are sent to individuals or small groups for urgent events using a cell phone).

Level 3: Intermediate

Description	Yes	No
(Almost) everyone in the organisation has their own e-mail address (either person or role-based) using the NGOs own registered domain (e.g. jim@NGO.org.za or info@NGO.za.org). Refer to the comments under ‘Web Presence’ for more information on getting your own domain name.
There is an integration of computer and cell/telephone communication technologies. We make regular use of the bulk SMS facility (‘SMS bundles’) using our computers to communicate with our stakeholders who do not have regular e-mail access.
We use (any of) our computers (on the network) to send/receive faxes and telex and any other documents electronically.
The communication via the internet is limited to just e-mail and web access but also for real-time low-cost communication options such as VOIP, IRC etc.

Level 4: Advanced

Description	Yes	No
The internet is used for all types of communication purposes including multimedia connections (video conferencing, e-learning) and participatory group discussions such as active engagement in discussion forums or regular blogging activities.

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EReadiness:Applications | EReadiness:Web Presence