This article explains the different technology tools that make up the Signpost technology suite, organized by function.
Social Channels
- Telegram: Signpost uses Telegram for quick communication and dissemination in groups and channels, especially in regions with internet restrictions. It's highest penetration is in the Middle East and Eastern Europe. It is not the most secure channel but an operational necessity in some contexts.
- Instagram: We use these visual platforms as crucial components for sharing engaging content about services and information that can assist refugees in various languages.
- YouTube & TikTok: Signpost uses YouTube and TikTok for proactively promoting educational videos, providing guidance and information in multiple languages pertinent to refugees. TikTok currently does not have a business API and thus does not send messages to Zendesk
- Facebook: Commonly used for community building, these platforms can facilitate group discussions, direct messaging for help, and spreading urgent updates.
- WhatsApp: We use both Whatsapp Channels and two way communication. There are two ways we connect WhatsApp- Whatsapp Business and WhatsApper.
- Email & Hotline: These traditional channels ensure that refugees can reach out for help even without access to social media, providing an avenue for private consultations and support.
Two-Way Communication
- Twilio Flex: Enables the project to send proactive SMS messages to refugees, providing timely updates and information. Given its flexibility, it can be adapted to the varying telecommunication challenges in different regions.
- Zendesk Support: Acts as the backbone for managing individual support tickets that may come through various channels, ensuring that each request for help is tracked and resolved.
- Telerivet: It offers a solution to reach out to refugees located in areas with limited internet connectivity, allowing the delivery of crucial information via SMS.
Data Management
- Azure Database: As a secure and scalable cloud database service, it is likely utilized to store data collected from communication with refugees, respecting their privacy and security needs.
Help Center Web Site
- Transifex: This localization platform enables translation of articles and service information into multiple languages, making the content accessible to refugees from diverse linguistic backgrounds.
- Guide: This tool would be used to create a user-friendly guide within the help center, helping refugees navigate services and information.
- Service Map CMS: A content management system tailored to map out and display the services available to refugees, like shelters, medical aid stations, and legal assistance centers.
Development and Deployment
- Signpost Base Repo: A repository of reusable components that ensure consistency across multiple website templates, making it easier to maintain and update information across different platforms.
- Vercel Progressive Web App: Deploying the help center as a PWA allows refugees to access information quickly and reliably, even on low-end devices or with poor internet connectivity.
- Fivetran & Power BI Dashboard: These tools are likely used for aggregating, processing, and visualizing data to monitor the effectiveness of services and to make informed decisions for better resource allocation.