- Collecting feedback from users is vital to keep DTM results relevant over time and is an important step of a DTM Commonly used Process.
- Various options are available to facilitate the agreement between DTM and Data Users on modalities for collecting feedback. Also, as managing feedback will need specific tools, a tool piloted in the field is shared as an example. After acting on the feedback, DTM will ensure such changes are communicated to users. Modalities for this communication need also to be agreed.
Modalities for collecting feedback
- Feedback can be collected on various issues, e.g., general feedback on products, or specific datasets/information, or phrasing of questions or modalities of implementation.
- It is important to agree with users on modalities and include instructions on how feedback can be provided in all DTM products (e.g., contact details for feedback or in what meeting feedback can be provided).
- Online surveys provide analysable and manageable results to collect feedback on products, while bilateral discussions can provide additional input for more in-depth understanding of challenges and possible solutions.
- To collect feedback on specific information/datasets, DTM teams should not be framing the discussion around the question in the questionnaire. It is useful to start the conversation looking at the expected output: the analysis. DTM teams can show to data users either the report, or, if it is not yet available, the visualization of the expected results. This will clarify the form and content of the result and accurately direct the conversation on what should be changed. To decrease the workload on field colleagues, a mock-up visualization is available for the DTM Field Companion questions. For questions added at country level, country teams will have to draft a version of the final analysis based on fake data.
- Phrasing of questions in the DTM Field Companion was coordinated with Global sectoral experts, including Clusters and AoRs. However, most questions will have to be adapted to the context and therefore some phrasing may need to be changed. Such specific feedback is best obtained in bilateral conversations or small meetings with sectoral experts and protection colleagues.
- Engaging sectoral colleagues in enumerators training has been successful in ensuring that feedback on implementation modalities was acted upon, in addition to achieving a better understanding of specific sectoral concepts and purpose of questions by enumerators.
It is important to track feedback, clarify reasons for requested changes, and actions taken in response. A tool providing instructions on Providing, Collecting and Acting on Useful feedback and how to track and follow-up on the feedback.
- It is very useful to inform users of how their input was considered and show them the changes made.
- This should also be done when input could not be accommodated, so that the users understand the reasons behind such decision.
- Some modalities for such communications experimented are: emails to partners, presentations at clusters, inter-cluster and IMWG meetings, including a standing agenda point on DTM in other coordination meetings, as well as organizing specific DTM events (partners meetings, workshops…) where DTM products, activities and results were shared together with planned modifications.
- To manage feedback, instructions and template used in the field is available on Providing, Collecting and Acting on Useful feedback, in: https://dtm.iom.int/dtm-partners-toolkit/capturing-feedback-and-adjusting