Tool 3.2.5 – Dedicated Information and Communication Websites and Help. UNHCR.org in MENA Category: Dedicated Websites Countries: UNHCR operations in Algeria, Egypt, Iraq, Jordan, Libya, Saudi Arabia, Syria, Tunisia, Türkiye, and Lebanon. Organization: UNHCR Profile: Dedicated communication websites across the MENA region serve as information repositories and are used for communication and feedback purposes. In the MENA region, several operations use Help.unhcr. org websites25 as central online source of information for forcibly displaced and stateless persons. The objective of the websites is to ensure that affected people have access to up-to-date and relevant protection and assistance information. Additionally, operations have also used dedicated websites in MENA such as refugees-lebanon.org used as repositories of important information for refugees and asylum-seekers.26 Developing a dedicated website Operations and partners should work in multifunctional teams to compile and refine the content of the website. The content should be accessible in easy language and in all languages understood by the affected communities. The clearance review process involves the operation, RB MENA, and HQ. Once launched, as with any two-way communication product, the content should be regularly updated and adapted to the community’s feedback. Benefits specifically linked to UNHCR Help Websites include: • They are free and technically managed in-house by UNHCR. • The existing platform is compliant with branding, web and security standards. • The help.unhcr.org platform has acquired significant domain authority, increasing the likelihood of the content being found via search engines. Why to Use the Tool: Official country websites serve as a means of authenticating messages that come from UNHCR and partners as they are perceived as a trusted source of information for forcibly displaced and stateless persons. They can also assist with countering fraudulent schemes and misinformation. Some country websites in the MENA region include a ‘News’ section as well as downloadable digital leaflets and posters so partners and communities can share information through the website. Consulting with communities about their preferences One way to consult with communities on the usefulness of the website is through the website itself. For example, the UNHCR Lebanon refugee website featured tools to receive communication, feedback and complaints through a variety of different methods embedded on the website. This is done through the “Contact Us” section pinned on the lower part of the homepage. For collecting feedback on the usefulness of the webpage and recommendations for additional information materials and needs, each individual page included an embedded like rating system (1 to 5 stars). On specific pages, a more targeted approach can be taken, inviting communities and stakeholders to provide theme-specific feedback, questions, or suggestions. For example, UNHCR Lebanon included questions to refugee women, men, boys and girls of diverse backgrounds on their preferences in relation to providing feedback, raising complaints and obtaining information. • Tracking & analytics: The operation is fully empowered to understand the site’s performance and audience by using its analytics dashboard. 25 MENA Help.org websites include: UNHCR Algeria, UNHCR Tunisia, UNHCR Lebanon, UNHCR Libya, UNHCR Egypt, UNHCR Jordan, UNHCR Syria, UNHCR Kingdom of Saudi Arabia, UNHCR Iraq. 26 During the drafting of this Toolkit, UNHCR Lebanon are transitioning the refugees-lebanon.org website to the Lebanon Help.UNHCR.org. MENA AAP TOOLKIT: STRENGTHENING INCLUSION AND ACCOUNTABILITY TO AFFECTED PEOPLE 16