Tool 3.2.2 – Communication with Communities and Accountability to Affected People Survey – UNHCR Yemen Category: Survey Country: Yemen Organization: UNHCR Link: CwC and AAP Communications and Mapping Survey Profile: The Survey is used to map communication channels, participatory interventions, feedback and response mechanisms in Yemen to inform AAP mechanisms. feedback channels. Outcomes can inform two-way communication, including FCRM, at the agency or interagency levels. The Survey is composed of two sections: The first maps communication channels used by humanitarian organizations across geographical locations in Yemen. The second maps channels and entry points particularly for feedback, complaint, and response mechanisms (FCRMs), including email addresses, phone numbers, WhatsApp groups and other social media. How to Use the Tool: The Template can be used to develop a context-appropriate survey based on indicative questions and responses. It can be adapted to different countries or organizations. Additional questions and free text can be included, as needed. Why to Use the Template: The Survey is the first step to identify existing communication, participatory and An editable template of the survey (adapted from UNHCR Yemen operation) can be downloaded for further adaptation and customization. Tool 3.2.3 - Information Board - Concept and Standard Operating Procedures – UNHCR Türkiye Category: Standard Operating Procedures Country: Türkiye Organization: UNHCR Link: Information Board - Concept and SOPs Profile: UNHCR Türkiye has developed Standard Operating Procedures (SOPs) for its dedicated two-way communication Facebook page, referred to as “UNHCR Türkiye Information Board”. The page targets refugees and asylum-seekers and provides them with relevant information and news, made available and packaged in an accessible, attractive, and shareable digital format. Online posts, designed posters, podcasts and videos are the main materials produced for information dissemination on the page in multiple languages. The page has enabled comments and allows general queries to be received and responded to, using the social media platform, thereby ensuring two-way communication. The operation does not provide individual counselling on the page to preserve peoples’ privacy. The “look and feel” of the Information Board: The overarching tone of the page is designed to be direct, friendly and approachable, conveying that UNHCR is an engaged and accessible organization that welcomes communication and dialogue with the people it serves. Why to Use the Tool: This digital communication tool is a good example of how UNHCR and partners can fulfill their commitment to two-way communication with forcibly displaced and stateless persons through social media platforms. How To Use the Tool: The section of the UNHCR Türkiye Information Board SOP should be adapted to reflect different operational settings. UNHCR Türkiye Information Board, UNHCR Türkiye 2022. MENA AAP TOOLKIT: STRENGTHENING INCLUSION AND ACCOUNTABILITY TO AFFECTED PEOPLE 14