Recovery, Renewal, Resilience

Due to lockdown measures and temporary breaks to in-person public service provision, communicating specific information to migrants and refugees on their rights and obligations has been challenging. This includes communications on re-settlement programmes to support their integration into communities (see TMB Issue 29 for guidance on national resettlement programmes). Some countries have introduced temporary policy changes and targeted communication of such changes is crucial so that migrants are aware of the essential services that are available to them during the pandemic, e.g. Spain suspended the obligation to have valid documents in order to access essential public services such as healthcare and vaccination. National information strategies can be complemented locally by reaching out directly to migrants living in communities. Consider:

• Identify and establish contact with the leaders of refugee and migrant groups to communicate important messages
• Collaborate with migration support services, NGOs and local volunteers to develop a targeted online communications platform for migrants and refugees, e.g. “Migration Information Hub”, Leeds City Council, UK
  • Use the platform to inform migrants about COVID-19 related issues and guidelines; access to health care, food, housing, work rights, visa status, signpost immigration services and detail any changes to policy measures
  • Ensure alternative communication strategies are explored, such as information leaflets through migrations support services reach those who do not have access to the internet
  • Provide information on how victims of discrimination can get help and support
• Collect further data and information on reaching specific groups through consultation with the relevant communities, to improve future preparedness for crisis communication with migrants and their families
• Ensure easy access to information by translating key material into the languages of migrant communities:
  • Recruit translation volunteers to support the translation of information and development of multilingual media for the platform, e.g. YouTube videos
• Organise free workshops for migrants and refugees via Zoom, e.g. ‘How to access health services’, to inform on free services, including mental health facilities
• Develop and deliver targeted communication strategies to influence communities’ perceptions of migrants, working with local community leaders and groups, and organisations that support and advocate for migrants:
  • Tackle and counter misinformation online to prevent prejudice against migrants and mitigate the negative impact of the health crisis on immigrant integration
  • Set up a social media campaign that directly addresses the prevention of discrimination and spread of misinformation, e.g. “Somos Panas", Columbia
• Invite the public to help counter the spread of misinformation by sharing fact-based information with their own communities

The success of the vaccine programme will, in part, depend on how many people accept the vaccine. The prevailing narrative in a country may influence those who are anxious about the vaccine or uncertain about whether they should have it. Often there are vocal groups in support of, and in opposition to, vaccines and those groups are already very active around COVID-19. Governments will be a main facilitator of vaccine programmes so (in collaboration with partners) should consider addressing voices that oppose vaccine programmes. WHO provides guidelines for responding to vaccine deniers, including broad principles for health authority spokespersons on how to behave when confronted. The principles are based on psychological research on persuasion, public health, communication studies, and on WHO risk communication guidelines. The WHO guidelines cover:

• Tactics by vocal vaccine deniers e.g. skew science, shift hypothesis, censor, and attack opposition
• Who is the target for advocating vaccines i.e. the public are your audience, not the vaccine deniers
• The speaker should represent the well-grounded scientific consensus
• Verbal and nonverbal skills, and listening skills
• Do's and don'ts of verbal and nonverbal communication
• Constructing the argument to support vaccination

Guest briefing by Dr. Su Anson and Dr. Katrina Petersen, Trilateral Research and Inspector Sue Swift, Lancashire Constabulary, prompts thinking on risk communication approaches in the context of COVID-19 and how the public can be active agents in their own response. The authors focus on: Identifying goals and outcomes; developing the message; channels for two-way engagement; and evaluating communications effectiveness.

Follow the source link below to TMB Issue 22 to read this briefing in full (p.2-7)

In many countries, myths around the origin, transmission and even existence of COVID-19 are rife. In Argentina, public health experts have successfully worked with the Catholic Church to go door-to-door at the community level to dispel inaccuracies about the virus. This included working to reduce people's fears over providing information for contact tracing. The Church has also provided their buildings to house vulnerable people unable to isolate due to crowded living conditions in slums. Consider:

• The strength of message that local voices can add to public communications about behavioural changes to tackle COVID-19
• Coordination between government officials and faith-based/civil society organisations to ensure the most vulnerable are able to register for COVID-19 support and information
• Using local religious buildings to assist gathering or disseminating COVID-19 information in the community as these are well-known
• The role of faith-based/civil society organisations in disseminating information in multiple languages, or to those without access to the internet or regular news updates
• How working with faith-based/civil society organisations increases localised access to populations affected by directly and indirectly by COVID-19 - socially those who may not be integrated into the system e.g. the homeless

Reference: Public Health expert, Argentina

Data protection does not stop an organisation asking employees whether they are experiencing any COVID-19 symptoms or introducing appropriate testing. Consider the following to ensure data protection compliance:

• Only collect and use information that is necessary to ensure the workplace is safe. Decide if the same result can be achieved without collecting personal information
• Only keep information temporarily or justify if a permanent record of information is needed
• Be clear, open and honest with staff about their personal information, how and why you need it, who you will share their information with, and for how long
• Treat people fairly and think carefully about any detriment or discrimination staff might suffer if the information is retained and shared
• Keep people's information secure and consider when personal information needs to be anonymised
• Enable staff to exercise their information rights, and discuss any concerns

Conduct a data protection impact assessment.

The WHO developed a risk communication and community engagement readiness checklist. It outlines six areas for consideration:

1. Risk communication systems e.g. Strengthen the surge capacity of communicators and community engagement expert
2. Internal partner coordination e.g. Assess the communication capacity of partners: identify typical audiences and communication channels
3. Public communication e.g. Review the roster of spokespeople at all levels; list their areas of expertise in COVID-19
4. Community engagement e.g. Establish methods for understanding the concerns, attitudes and beliefs of the community
5. Addressing uncertainty, perceptions and managing misinformation e.g. Establish dialogue in activities to systematically collect and provide answers to questions from the public
6. Capacity building e.g. Consider what training will be needed

I have identified that some of the global responses to these challenges provide potential for renewed communication strategies. To realise renewed crisis communication strategies that engage the public, local authorities should consider:

Techniques to counter disinformation

• Recognising bot generated information on social media and fact-checking claims

Working with communities on communication campaigns

• Encouraging institutions in the local community to transmit key messages
• Increase community engagement and public enrolment in crisis governance

Reflecting community diversity in communications

• Ensuring the needs of all members of the public are addressed in communication strategies
• Producing messages in different languages, addressing different age groups and attuning communications to different abilities

Using multiple media

• Using various media platforms from advertising surfaces to mass text messaging and public artwork

TMB Issue 10 brings together the reflections of our learning from the first 10 weeks of gathering lessons on recovery and renewal from COVID-19. Follow the source link below to read all of the reflections from our team (p.9-15).

This may help communities feel they have ownership over information rather than simply being told.

For particular groups consider:

• Providing parents with skills to handle their own anxieties and help manage those in their children
• Provide information in accessible formats for those with disabilities
• Offer multiple forms of communication e.g. text captioning, signed video, online material suitable for use with assistive technology
• Support the translation of information into the preferred languages for different groups, ensuring that refuges and migrant groups are included
• Adjust information for community perceptions, beliefs and practices