Part 3: Initial Messaging Feedback

April 4, 2013

 

Throughout the election week, SNA-K collected both solicited feedback (via our large network of partner organizations, outreach workers, and their observations as well as feedback they received from the community) and unsolicited feedback through our office line and SMS platform.

All feedback (quotes from the general public, observable impact, and feedback from partners) is tracked in relation to specific messages and actions taken. SNA-K keeps this information in a database, which will be fully analyzed in the months after the election process is completed.

In this report, we have included a snapshot of the types of solicited and unsolicited feedback SNA-K received from partners and subscribers during the March 4th elections week.

 

Dandora

During and following the elections, SNA-K sent messages and helped flag security concerns in Dandora to the NSC. Dandora was one of the areas that experienced the most tensions and incidents in the days leading up to and following the elections. On election day, youths supporting a particular political party overwhelmed police in Phase 4 to prevent voting. This was brought under control by backup security, and SNA-K sent a message.

Feedback from residents included comments that, the message “helped to calm down the situation” and “was sent at the right time,” because, according to partners “they think the whole world was watching Dandora. Everyone knew what was happening.”

 

Following a second message, our Dandora co-ordinator summarized feedback from eight outreach workers in the area. They said: “the message helped to maintain calm, reminds us of our community, makes us be united, shows someone thinks about Dandora, reminds us to be peaceful all the times, and thanks for reacting and responding to our concerns.”

 

Burnt Forest & Kariobangi North

Our area Co-ordinator for both Burnt Forest and Kariobangi North reported similar feedback from both places.

In one case, a community partner said: “The message had a real impact. People stopped and were looking at their phones. They were gathered in groups and talking about politics.”

He noted that the community was congratulating SNA-K members on their work and that the messages had a particularly big impact in Kariobangi North where they helped to break up negative groupings.

He noted that based on the feedback he received, people were saying that, “the IEBC has their own ways of doing this – and they may not trust them but getting a peace message from us will give them a reaffirmation of the situation.”

Many community members requested additional messages.

 

Korogocho

The highlights of the messaging feedback from Korogocho are as follows:

– “The messages make people think otherwise if they wanted to do something wrong.”

– “Updated people with the information which made people to be calm.”

– “The messages helped keep people calm.”

 

Eldoret

On March 11th, Eldoret partners wrote to SNA-K, saying:

“We are grateful for the good messages we have been receiving from SNA-K. Continue with the good job,” and “Viva SNAK for coming up with such a unique way of preaching peace through mobile technology. Keep up!”

SNA-K also received quotes from community members:

“We are grateful cos the messages are totally free of charge, not as we thought when being subscribed to the system.”

This quote shows the importance of building trust and credibility when it comes to SMS and technology-based services. Another person noted:

“I went to the interior and Kapsoya, and they are complaining not to be receiving messages. Kindly do some outreach there.”

This shows that a demand was created for SNA-K messaging in additional areas.

On March 6th, an SNA-K subscriber called the SNA-K office line, saying:

“Rumours circulated in the morning almost brought commotion, that the election kit had been spoilt, and people would vote the second time. People were worried. Rumours spread so fast, but when asked how they got info those spreading rumours disappeared and calm returned. We are getting messages from SNA-K and forwarding to all in our phonebooks. I am proud of what Sisi ni Amani is doing. We need to celebrate you after elections. There is a big effect, and the stickers are all over so we are asking people to not bring propaganda here because this is amani zone.”

This message shows the importance of messaging that is directed towards the spread of rumours and how people interact with information that they receive during emotionally tense periods.

 

Narok County

Narok County was a main focal point for SNA-K, with the area experiencing tensions throughout the voting process. In particular, reports from Ololulunga of high tension came in from polling day, and through the tallying process. In response to the pre-election messages sent with voter education information, the SNA-K office line received calls from Ololulunga subscribers, saying:

“We are generally peaceful and hope to vote peacefully tomorrow. Continue sending these messages. Ni poa sana.”

On March 5th, after chaos at a polling station over tallying, an SNA-K subscriber called Samuel, called and said:

“There has been calm in Ololulunga and I would like to thank you for informing the police who came to the area so quickly and for the message you sent that helped to maintain calm. I can now go home happy after my tallying center has finished its job peacefully Thank you Sisi Ni Amani.”

SNA-K’s Coordinator for Mulot, Sogoo, and Sagamian, Pastor Wilson Mosonik, received phone calls and thank you messages from the areas he was co-ordinating.

On March 5th, a man named Joel from Rongena, called Mosonik to thank him for the messages saying that the area has historically always had problems during elections, and that this time, the messages brought peace and have been a topic of discussion. Further, during the tallying where tensions were rising, he would show people the message about maintaining calm and he said it really helped. He wanted to say thank you.

This feedback shows the potential for messages on peoples’ phones to become a tool that they can use in their own peace efforts.

Community members from Sogoo and Sagamian told Mosonik that the messages were helpful and that they recognized that SNA-K has really worked hard and that they appreciated the messages. They said that the messages helped bring peace in the areas and that if anyone was about to bring up a dispute they would be shown the messages from SNA-K.

.Again this shows the need to further understand how messages can become a tool for the people who receive them to talk more openly and with more credibility about peace.

In Transmara, also in Narok County, a subscriber called the office line on March 9th to say:

“Thanks so much for your wonderful messages. At least you gave us something to look up to and helped us maintain peace…Kudos.” Further, we received a call on March 10th letting us know that the messages were very helpful and that the messages were being discussed during a morning mass at church that morning.

 

Sotik/Sotik-Borabu Border

SNA-K received a lot of feedback is Sotik, specifically around the Sotik/Borabu border.

On March 5th, a subscriber called Barimen living on the Sotik Borabu border told Pastor Mosonik, the area coordinator, that he was happy that the SMS came in right before and during the elections and “helped maintain calm even when the electronic registers were not working.” He thanked SNA-K for bringing peace to the border.

This and other feedback show that SMS, if used well, can be a tool to encourage patience in particular and help people wait out scenarios that could otherwise lead to rumors and tensions. On March 6th, a subscriber called Langat wrote to the office line to say:

“Its been a long stretch towards the finishing line of 2013 elections, On behalf of Sotik district I wish to thank SNA-K for tireless work of reminding the residents importance of maintaining peace.”

 

General

Finally, as a nice piece of general feedback, SNA-K also received a message to the SMS number 22762 which, translated to English, read:

“Thank you SNA-K educating me through your messages and for helping me maintain peace. Mine is to say that God bless you because your organization is like a church.”


 

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