help.unhcr.org/Iraq: Since its launch in April 2020, as of May 2023 the website has received over 793,000 visits with more than 1.4 million views, with 89 percent accessing the page via mobile phones. It is available in Arabic, Sorani and Badini Kurdish, and English, and includes information on the rights and obligations of and services available to refugees and asylumseekers. The website complements other communication channels such as Facebook and WhatsApp/Viber groups run by local partners and community outreach volunteers. During the COVID-19 pandemic, UNHCR also bolstered its use of bulk SMS, sending over 300,000 SMS to direct people to information about the Iraq Help website, and other key information and accountability mechanisms. help.unhcr.org/Egypt: In 2020, UNHCR Egypt launched an FAQ section on the global Help UNHCR website to respond to the most frequently asked questions and disseminate information about COVID-19 service delivery arrangements by UNHCR and its partners. From January 2020 to May 2023, the website was visited more than 1 million times with over 2.5 million page views. Of the visitors that accessed the website, 92 percent used mobile phones, 7 percent used desktop computers, and 1 percent tablets. Tool 3.2.6 - Engaging with Communities in MENA via “WhatsApp Trees” Category: Guidance Organization: UNHCR Link: UNHCR Engaging with Communities via “WhatsApp Trees” Guidance Profile: In MENA WhatsApp Trees are used in various countries, including Egypt, Iraq, Lebanon and Jordan.27 Across Iraq, community outreach volunteers and partners operate WhatsApp/Viber groups for refugees and asylumseekers as well as internally displaced people to share protection and assistance-related information and key messages. UNHCR communication material is translated into several languages and converted into jpg image format for rapid dissemination through these groups. In Jordan, a network of 22 Community Support Committees managed by 162 host community and refugee volunteers utilizes “WhatsApp Trees” to disseminate information, reaching over 60,000 refugees and asylumseekers. A dedicated WhatsApp network “Bridge of Communication Refugee Group” focuses on countering misinformation and responding to urgent queries. Why to Use the Tool: By using messaging apps, UNHCR and partners can share up-to-date text-based information, images, audio and video in real time. Low/no text content may serve persons with lower literacy levels while audio/visual content may be more accessible for persons with disabilities. and response is necessary. SOP should be established and monitored so that WhatsApp focal points or the ‘central information point’ (see guidance) know when, to whom and how to refer inbound questions, feedback, and complaints. Primary consideration should be given to data protection and related rights. Communication Trees beyond “WhatsApp” The term “WhatsApp Tree” has come to represent a communication method using a variety of different direct messaging mobile applications, not only those connected to the proprietary WhatsApp software. Other examples include Signal, Viber, Wire, Telegram and others. It is important to consult with communities first - as WhatsApp specifically as a mobile application may not be their preferred messaging App or unavailable in certain operational contexts. How to Use the Tool: As with other information-sharing and feedback channels, a system for feedback, referral, 27 See UNHCR, Digital AAP - Feedback, Complaint and Response Mechanisms in MENA: Mapping and Way Forward. The case of Lebanon, Jordan, Iraq, and Egypt. MENA AAP TOOLKIT: STRENGTHENING INCLUSION AND ACCOUNTABILITY TO AFFECTED PEOPLE 18