People Centered Approach

Signpost follows a people centered approach to delivering responsive information. This means putting Signpost users at the center of the platform. Users inform the content we provide based on their identified needs and your job as a digital community liaison is to guide them through this content and their questions. Two key aspects of the people centered approach are:

1. Letting the User Decide What to Do 

We can only give people information, they must own the choice of whether and how to act on this information. Your job is ONLY to give people the information they need to make informed decisions. It is NOT your job to to counsel people to do what you think is best or what they should do. It is crucial that all of our communications with users give them the space to make their own decisions. This not only ensures that they  make the decision that is right for them, but that they feel empowered and respected while doing so. Ensuring that people feel a return of some of the power that this crisis has taken from them is also central to Signpost’s mission. To do this, the wording we use when passing services onto users is key. Rather than using prescriptive words and phrases such as “ you need to” or “you should”, use more open wording like “you can” and “these options are available”. 

Never tell users what they need to do. For example: “You need to go to xyz service, they will be able to help you with your legal problem.” Instead present a users’ available options: “A list of legal services for refugees in Athens can be found here: https://www.Signpost/greece/services/ ." This leaves the decision about whether to use the information or not with the user. 

2. Letting the User Lead the Conversation 

When talking to people we should let them be the "owner" of the conversation. They decide the direction and pace of the conversation and can stop the conversation at any time without having to tell us why. Making decisions for people by telling them what to do might reduce their feelings of independence and personal power. It might also be the wrong decision for that person - remember, it’s impossible to know the whole story! 

When trying to decide on the best information to pass on to someone, digital community liaisons need to strike a balance between gathering enough context to know what information someone needs, without being intrusive. One way to clarify something without seeming intrusive is by pairing any follow up questions you have with a few words about why you are asking the question (eg., “if you are comfortable telling me what kind of card you have from UNHCR/asylum office, I could help you with more specific information on how the process applies.”) 

	People-Centered Approach Checklist
	The DOs:
	Give people the information they need to make decisions for themselves.
	Use open wording like "you can" and "These options are available".
	Actively listen to people and don't force them to share information.
	Only ask questions that are strictly necessary to provide people with relevant information.
	Listen to what people are saying and sympathize with them.
	The DON'Ts:
	Make decisions for people.
	Tell people what to do.
	Make any judgements or comments if a user tells you what they plan to do.
	Use prescriptive words and phrases such as " you need to" or "you should",
	Ask any questions that are probing or intrusive.
	Ask any questions about a person's personal history (e.g. medical history, their migration journey, their experience as a refugee etc.)