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Solution Exchange – a United Nations initiative Transforming knowledge into development effectiveness.

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1 Solution Exchange – a United Nations initiative Transforming knowledge into development effectiveness

2 Solution Exchange - a United Nations initiative “Managing Your Community” Stage I & II Training Solution Exchange Russia, October 2010

3 Solution Exchange - a United Nations initiative Day 1 - Wednesday

4 Solution Exchange - a United Nations initiative Welcome to Solution Exchange

5 Solution Exchange - a United Nations initiative Welcome! You are now part of a professional facilitation & research service offered by the United Nations, managed by a Facilitation Team

6 Solution Exchange - a United Nations initiative We are… Connecting development professionals across sectors to help them to share knowledge & experience Enabling them to work smarter & strive towards reaching the Millennium Development Goals (MDGs)

7 Solution Exchange - a United Nations initiative Hello, my name is… Hi, my name is…I am the Facilitator for the… Community…

8 Solution Exchange - a United Nations initiative Agenda 10:00 a.m. to 5:15 p.m. Wednesday, 27 October Welcome to Solution Exchange Introducing Solution Exchange Understanding What SE Communities Do Launching & Managing Your Community Facilitating the “help” Service 10:00 a.m. to 5:30 p.m. Thursday, 28 October Facilitating the “help” Service (continued) 10:00 a.m. to 5:30 p.m. Friday, 29 October Crafting a Consolidated Reply Post-Launch Plan

9 Solution Exchange - a United Nations initiative How do we wish to proceed?

10 Solution Exchange - a United Nations initiative Any Questions?

11 Solution Exchange - a United Nations initiative Introducing Solution Exchange

12 Solution Exchange - a United Nations initiative Learning Objectives At the end of this session you will be able to –Describe what the “SE” initiative is –Describe the organization of a SE Community –Describe the management structure of a SE Community –Explain why SE Community performance is measured

13 Solution Exchange - a United Nations initiative Solution Exchange combines 3 elements into 1 initiative: 1.Communities of Practice - build connections & pool together available knowledge & experience 2.Facilitation & research service - freely available to development professionals 3.United Nations association – impartial & global reach What is Solution Exchange? UN CoP Service

14 Solution Exchange - a United Nations initiative Ongoing & Planned SE Initiatives Ongoing Inquiries/Pipeline

15 Solution Exchange - a United Nations initiative SE Communities – Global View Communities of PracticeCountryCommunities of PracticeCountry Maternal & Child Health Gender Water Decentralization Disaster Management Food &Nutrition Security Work & Employment Microfinance AIDS ICT for Development Education Climate Change Karnataka Development Effectiveness India “ Pacific Ils MDG (Development Community) AIDS &Young People Decentralization & Deconcentration Extractive Industries Climate Change Dams Municipalities Urban Poverty Climate Change & Disaster Management Bhutan Thailand Cambodia “ Russia “ Bangladesh (will launch in November 2010) “

16 Solution Exchange - a United Nations initiative SE connects national development professionals by creating “Communities of Practice” (CoPs) CoP brings together people with common interests, goals or passions, so can interact as a group & build connections, familiarity & trust Development professionals are organized around specific “Practices” within MDG thematic areas & national development priorities Solution Exchange Communities

17 Solution Exchange - a United Nations initiative Interact face-to-face & virtually(via a moderated group), sharing knowledge & experiences to find solutions to daily challenge Come from a range of organizations & sectors… Members of SE Communities

18 Solution Exchange - a United Nations initiative Benefits of Solution Exchange Donors informed of country experiences & priorities Helps development practitioners achieve effective programmatic delivery& build capacity Promotes UN coordination Enables policy makers to consult Community members Helps researchers/ academics to identify relevant issues for further exploration & collaboration

19 Solution Exchange - a United Nations initiative Any Questions?

20 Solution Exchange - a United Nations initiative Organizational Structure of SE Resource Group Community Convener Facilitation Team (FT):  Community Facilitator  Research Associate Community Members UN Core Group Coordination Unit/Team

21 Solution Exchange - a United Nations initiative Role of the RG

22 Solution Exchange - a United Nations initiative Supports development of CoP Moderates mailgroup Signs off on CRs Advises Convener on substantive issues Collaborates with team Contributes to sectoral policy development Role of Facilitation Team Provide sectoral & technical support Do research for CRs Maintains workspace Drafts CRs Maintains member lists; reports on performance Organize CoP events Community Facilitator Research Associate

23 Solution Exchange - a United Nations initiative Measuring Performance Value to community members Number/growth of community members Number of active community members Balance of community membership Number/growth of queries responded to Mean of turnaround times per query Satisfaction ratings of members Contribution to development effectiveness Number knowledge products generated Impact of knowledge products generated National recognition for “Solution Exchange” as influencing development effectiveness

24 Solution Exchange - a United Nations initiative NGO Multi – Bi Lat Academic Govt Pvt. How to Use the Indicators Co-Facilitators – WHO, UNFPA & UNICEF Secretariat – WHO India 3000 members from 33 States & UTs Distribution of topics along broad issues discussed in MCH Community (130 Topics, Responses) Issues% Maternal Health26 Newborn & Child Health14 Nutrition21 Adolescent Sexual & R. Health5 MCH Service Delivery34 Launch – April 2005 Visioning Workshop - Oct 05 Second Annual Forum - Feb 07 – MGIMS, Sewagram Third Annual Forum - Mar 08 – Udaipur, Rajasthan Guided by MDGs 4  Reduce Child Mortality 5  Improve Maternal Health

25 Solution Exchange - a United Nations initiative Key Results Community is alive- new members, ideas, queries Questions are getting responded to, in time Balance in the community is maintained – in terms of issues, geography & organizational type Participation rate is high & members are happy Products see as useful & suited to different audiences & members are using them/ impact

26 Solution Exchange - a United Nations initiative Summing Up: What did we learn?

27 Solution Exchange - a United Nations initiative 15 minute Break

28 Solution Exchange - a United Nations initiative What SE Communities Do

29 Solution Exchange - a United Nations initiative Learning Objectives Describe the “help” service Describe the “discuss” service Describe the “consult” service Describe the “collaborate” service Explain what a Consolidated Reply is List the two primary Solution Exchange meetings

30 Solution Exchange - a United Nations initiative What Do Communities Do? Work together on projects Discuss ideas, share suggestions, explore issues, provide solutions… Organize meetings & workshops

31 Solution Exchange - a United Nations initiative Solution Exchange Services Virtual brainstorming on issue/topic Further action (Action Group work or publication) 3. “Discuss” Priority issue/topic raised for discussion 2. “Consult” Request to comment on draft doc (plan/policy/programme) Comments on draft doc “For Comments” CR issued Knowledge gap or need identified Action Group work commissioned & carried out Action research/pilot project produce “a derivative knowledge product” 4. “Collaborate” 1.“Help” Ideas shared to answer query Query Consolidated Reply (CR) issued Questions asked Document revised based on CR inputs “Discussion” CR issued

32 Solution Exchange - a United Nations initiative Help Service Facilitation service for members to obtain advice, experiences, referrals, & resources/documentation from their peers to enable them to address challenges in their work (virtual Community activity) “Help” Ideas shared to answer query Query Consolidated Reply (CR) issued Query/Questions asked message type – “QUERY”

33 Solution Exchange - a United Nations initiative Facilitation service for members involved with drafting projects, programmes, plans, polices & legislation to obtain feedback (“comments”) as an input towards revising/finalizing the document (virtual Community activity) Consult Service “Consult” Request to comment on draft doc (plan/policy/programme) Comments on draft doc “For Comments” CR issued Document revised based on CR inputs message type – “FOR COMMENTS”

34 Solution Exchange - a United Nations initiative “FOR COMENTS” Sample

35 Solution Exchange - a United Nations initiative Facilitation service for members seeking insights on major/”burning” issues facing Community members, through a virtual brainstorming session – often the first step towards further action on the issue (virtual Community activity) Discuss Service Virtual brainstorming on issue/topic Further action (Action Group work or publication) “Discuss” Priority issue/topic raised for discussion “Discussion” CR issued message type – “DISCUSSION”

36 Solution Exchange - a United Nations initiative “DISCUSSION” Sample

37 Solution Exchange - a United Nations initiative Small-group work sponsored by a Community member, which creates wide ownership in the Community: Action Groups are formed to produce a quick, strategic deliverable designed to contribute towards the overall objectives of the Community (i.e. project proposal, strategic plan, pilot project or action) Collaborate Service “Collaborate” Knowledge gap or need identified Action Group work commissioned & carried out Action research/pilot project produce “a derivative knowledge product”

38 Solution Exchange - a United Nations initiative Action Group Working - Sample Action project presented during a SE workshop Action group produces “knowledge product” Action group meets & works on project

39 Solution Exchange - a United Nations initiative Solution Exchange Products Consolidated Reply (CR) -a brief synthesis of the responses received together with the experiences shared & resources recommended presented in a standardized template -Branded knowledge product Other Products –Community Updates –Derivative Products –Newsletters

40 Solution Exchange - a United Nations initiative Consolidated Reply - Samples

41 Solution Exchange - a United Nations initiative Community Update - Samples

42 Solution Exchange - a United Nations initiative Solution Exchange Meetings Community Annual Forum –National level meeting for members to explore forward key strategic priorities & take them forward by working collaboratively in small groups (AGs) Regional Workshop –strategic outreach meeting to increase membership from an underrepresented member type & increase awareness on SE in a specific geographic area Other Meetings –Knowledge Sharing Events & Promotional Booths

43 Solution Exchange - a United Nations initiative Meetings - Samples Community Annual Forum SE Promotional Booth Regional Meeting

44 Solution Exchange - a United Nations initiative Any Questions?

45 Solution Exchange - a United Nations initiative Lunch

46 Solution Exchange - a United Nations initiative What Happens in a Discussion?

47 Solution Exchange - a United Nations initiative Current & New SE Russia Services

48 Solution Exchange - a United Nations initiative Query vs. e-Discussion? “help” Service Seeks solutions to specific problems that address larger issues Engages all practitioners in a CoP specific to their experiences Experience & solution focused Often leads to collaboration, identifying & network building Impact at specific levels “discuss” Service Seeks insights on major issues concerning the CoP Energizes CoP by giving a wide platform for more free- wheeling discussion Controversial issues can be taken up Often discussion on a priority topic leads to a publication/actionable project

49 Solution Exchange - a United Nations initiative Summing Up: What did we learn?

50 Solution Exchange - a United Nations initiative Launching & Managing Your CoP

51 Solution Exchange - a United Nations initiative The Solution Exchange Brand

52 Solution Exchange - a United Nations initiative Launch Process

53 Solution Exchange - a United Nations initiative Summing Up: What did we learn?

54 Solution Exchange - a United Nations initiative 15 minute Break

55 Solution Exchange - a United Nations initiative Facilitating the “help” Service

56 Solution Exchange - a United Nations initiative Learning Objectives Describe how the “help” service works Explain the four parts of a query List the four query types Describe what a “mechanical” & “substantive” review of a response evolves Demonstrate ability to write clear, concise & direct question statements Demonstrate the ability to edit a response & write an appropriate Moderator’s Note

57 Solution Exchange - a United Nations initiative “Help” Service Core service provided by the Community –“bread & butter” – where community interactions start “ Help” service –caters to member’s specific ‘Knowledge Needs’ –enables members to raise the Community’s “burning” issues –builds & maintains Community energy levels –sets the pace of Community interactions (slow, fast…)

58 Solution Exchange - a United Nations initiative Help! 1. Query Sent to Members Facilitation Team

59 Solution Exchange - a United Nations initiative Try this I did this Read this Contact her Desk Research 2. Members Respond to Query Facilitation Team

60 Solution Exchange - a United Nations initiative 3. FT Prepare & Post CR Cons. Reply Thank you! To the Solutions Bank Moderation Team

61 Solution Exchange - a United Nations initiative 1.Context 2.Issue 3.Question Statement 4.Closing Statement Four Parts of a Query

62 Solution Exchange - a United Nations initiative Opening –greeting & explains in a clear & compelling way the context (“environment” where the question comes from): Gives query poser’s background/work they do & explains reason the question(s) is being asked Helps members determine if the info shared will be used by query-poser in practice (“is if compelling?”) Context (part 1)

63 Solution Exchange - a United Nations initiative Context Sample

64 Solution Exchange - a United Nations initiative Describes the situation on the ground & the real challenge being faced (explains “the mountain to be moved” ) Give members enough of a picture of the situation or issues to provide a relevant reply Weave context in first paragraph into issues in next paragraph & lead to question statement Issue (part 2)

65 Solution Exchange - a United Nations initiative Issue Sample

66 Solution Exchange - a United Nations initiative Focus on finding out what the real problem being asked – so know what needs to be asked Simple & easy to respond to Clear & concise Limit number of questions to 3 or 4 Many ways to structure a question statement Open questions, better than closed ended questions Question Statements (part 3)

67 Solution Exchange - a United Nations initiative Framing Good Questions

68 Solution Exchange - a United Nations initiative Question Sample

69 Solution Exchange - a United Nations initiative A personal statement at the end of the query, explaining “how” the query poser plans to use the information (another way to get respondents interested & engaged) & signs off (“bye”) SE is collegial & non-hierarchical - all messages only include: –name of the query poser –no designations or titles –organization they work for (or a description of what type of work they do) & location Closing Statement (part 4) Bye, thanks for all the help!

70 Solution Exchange - a United Nations initiative Closing Sample

71 Solution Exchange - a United Nations initiative Any Questions?

72 Solution Exchange - a United Nations initiative Day 2 - Thursday

73 Solution Exchange - a United Nations initiative Facilitating the “help” Service

74 Solution Exchange - a United Nations initiative QUERY: [subject of query] - [query type]. Reply by [date] “Query” is one of the seven types of messages used by SE Each type represent a different category of message – telling members what to expect, they include: –DISCUSSION –FOR COMMENTS –CONSOLIDATED REPLY –FOR INFO –QUERY Message Type

75 Solution Exchange - a United Nations initiative QUERY: [subject of query] - [query type]. Reply by [date] Describes what the query is about Should provide maximum amount of information in the shortest amount of space: –Clear (what the query about) –Concise/short –Use technically correct, commonly understood terms (try to avoid acronyms) & key words Query Subject

76 Solution Exchange - a United Nations initiative Inbox

77 Solution Exchange - a United Nations initiative Query Types QUERY: [subject of query] - [query type]. Reply by [date] SE Communities use four query types: –Experiences: seeking where something like this has occurred –Examples: seeking documentation on ideas, systems, creative works or other intellectual property –Referrals: seeking contacts or expertise to follow up with –Advice: seeking thoughts & insights from members, including lessons learned

78 Solution Exchange - a United Nations initiative QUERY: [subject of query] - [query type]. Reply by [date] Tells the reader when the period for responding to a specific query ends - CR should be issued within a few days after the query “closes” Time between when query is posted & when the CR is posted is the “turn-around time” Period between when the query is posted & the “reply by date” is the “discussion period” Reply by Date

79 Solution Exchange - a United Nations initiative Check with query poser to decide on “reply by date” Decide what “track” the query will run… A “urgent”/quick turnaround time - 5 working days B normal turnaround time – 10 working days C extended turnaround time 15 working days Reply by Date Track A Track B Track C

80 Solution Exchange - a United Nations initiative For Track A: Urgent –QUERY: Urgent- Reply by 5 March Material for Integrated Water Resources Management Course - Referrals; Examples For Track B: Normal –QUERY: Material for Integrated Water Resources Management Course - Referrals; Examples. Reply by 11 March 2010 For Track C: Extended –QUERY: Request for Integrated Water Resources Management Materials- Referrals; Examples. Reply by 20 March Examples

81 Solution Exchange - a United Nations initiative 81 Process of Framing a Query From: Akhteruzzaman Sano Sent: Friday, September 24, :13 AM To: Climate Change Community Subject: RE: [se-cc-kh] QUERY: Good Practices of Aid Effectiveness in Climate Change- Experiences. Reply by 30 September 2010 Work with query poser to frame query Finalize query w/ query poser Decide on subject, type & date Consult w/ team members Send query to members

82 Solution Exchange - a United Nations initiative “form” for Reformulating a Query 1. (your introduction) I am ____ working in _____ on _____. 2. (The context of your query) I am working on XYZ project/ area/ etc. While working, this is a situation I faced/ this is the background of the query I want to raise. 3. (Your questions) I request SE-Water members to please share with me the following: a) Examples from the field, which show a clear economic impact on communities/ households which have improved their sanitation conditions. (just an example); b) XYZ (maybe you want to add more questions); & c) XYZ2 4. How this information will be useful to you & members, (in short why they should respond & how would you use their contributions?). Member’s Name Organization Location

83 Solution Exchange - a United Nations initiative Posting the same query simultaneously on two CoPs, in order to get contrasting & complementary perspectives Rule of thumb- Query could have been posted by either Community –Use judiciously (don’t burden members w/ lots of s) –Share work between CoPs (‘Primary’ & ‘Secondary’) Cross-Posting a Query

84 Solution Exchange - a United Nations initiative Multi-Angle View of a Topic

85 Solution Exchange - a United Nations initiative Summing Up “help” service is the basis of all SE interactions & needs to provided in a consistent & professional manner, which entails framing good queries Community vibrancy is maintained by a constant flow of well crafted queries Process of framing a query Help query poser frame the query Ensure the query has the 4 parts Set the “reply by date” Consult teammates, then post to Community

86 Solution Exchange - a United Nations initiative Exercise 1 1.Read the draft query. 2.You have to revise the questions. When revising the questions keep the following points in mind: Are the questions “open” to allow for discussion on the issues involved? Are the questions clear, promoting a focused discussion the issues/topics? 3.Tomorrow, you will share your revised question statements with the rest of the group.

87 Solution Exchange - a United Nations initiative Any Questions?

88 Solution Exchange - a United Nations initiative 15 minute Break

89 Solution Exchange - a United Nations initiative Role of Facilitator

90 Solution Exchange - a United Nations initiative Facilitator Promotes Participation Communicate & listen to your members Respect your members – members trust you w/ their reputation Encourage members & help them respond to the discussion (sourcing responses) Recognize positive & useful contributions Say “Thank You” (its free & takes less than a second) Foster a collegial egalitarian, constructive culture

91 Solution Exchange - a United Nations initiative Promoting Participation (continued) Wear your practitioner’s hat from time to time Know your members & be prompt when responding to a request Be transparent in you approach - No one is hurt but the issue is not masked

92 Solution Exchange - a United Nations initiative How Moderation Process Works Member sends to Community id arrives in Lyris FT get an informing them a message is in Lyris & requires “moderation” FT “moderate” the message & send moderated message as to Community id (Lyris) received by Lyris, FT “approve” the & Lyris sends it to all Community members

93 Solution Exchange - a United Nations initiative Moderation Skills The main way you will animate & guide your Community is through effective moderation You can use a range of moderation tools & techniques to effectively manage your Community, including, 1.Reviewing & editing responses - two types of reviews (mechanical & substantive) 2.Using Moderator’s Notes – a tool for interacting with your members 3.Keeping discussion on track 4.Posting anonymous responses

94 Solution Exchange - a United Nations initiative Reviewing & Editing Responses Remember the Membership Agreement, rule 5: “To ensure adherence to the above rules, messages sent to this mailgroup go first to the mailgroup moderator, who is responsible for reviewing & approving messages to be posted. In carrying out these functions, the moderator reserves the right to edit &/or withhold messages that are found not to be appropriate for posting. Before a message is withheld or heavily edited, the moderator will notify &/or consult with the sender.”

95 Solution Exchange - a United Nations initiative Mechanical Review Review/check the response for... –appropriate formatting (not in all Caps, correct font, etc.) –spelling & basic grammatical mistakes (don’t want to embarrass anyone) –Check no personal info or designation included –look for opportunities to “add value”

96 Solution Exchange - a United Nations initiative Substantive Review Review/read the response to see if it is appropriate to post or not (i.e. responding to the discussion questions, not defaming anyone, etc.) meaning –determine if changes are needed to make it more constructive, if yes, work with the member to edit the response ( try to do as little editing as possible)

97 Solution Exchange - a United Nations initiative Editing Responses Convert to constructive criticism – can make a “response sandwich (“yes, but”/“however, I have a different opinion”) You must get the member’s approval if editing changes the meaning of the response (Rule 5)

98 Solution Exchange - a United Nations initiative Using Moderator’s Notes Editorial note written by the FT, precedes message Primary way to regularly communicate w/ members – includes a bit of your personality & sets tone for Community’s interaction (formal or informal) Use Community’s colors – primary & secondary

99 Solution Exchange - a United Nations initiative Samples Moderator’s Note: Dr. Harikumar’s response offers his view on the nomenclature of Behaviour Change Communication, which may be of interest to the Community. BCC as a concept can be another excellent topic for debate; however, for this query we encourage participants to continue sending in their examples and experiences. Thanks.

100 Solution Exchange - a United Nations initiative Samples Moderator’s Note: The discussion on stigma and discrimination has been very good. As, all good things must come to an end, we would like to wind up the discussion after posting the last few responses and follow up with some action as suggested by Mr. Jana in his last paragraph.

101 Solution Exchange - a United Nations initiative Samples Moderator’s Note: We have received a letter from Ms. Paik that acknowledges the good response received to her query on ICT and HIV.

102 Solution Exchange - a United Nations initiative Samples Moderator’s Note: In the light of the seriousness of the issue of providing space to women equal to men in times of transition on account of development induced displacement, members desired that a longer time span is required for wider consultations. Hence, we would like to extend it to 24 November.

103 Solution Exchange - a United Nations initiative Samples Moderator’s Note: Mr. Kumar’s reply to this discussion posted on 24 January 2010 had a typographical error. “Social Health Agent (ASHA)” should have been “Accredited Social Health Activist.”

104 Solution Exchange - a United Nations initiative Samples Moderator’s Note: Apologies for providing a wrong link for the executive summary in the previous mail from Ruben, which is now corrected and appended.

105 Solution Exchange - a United Nations initiative Any Questions?

106 Solution Exchange - a United Nations initiative Lunch

107 Solution Exchange - a United Nations initiative On Track?

108 Solution Exchange - a United Nations initiative Allowing Anonymous Postings Members can post anonymously, if their response contains a sensitive issue, concerned about “getting in trouble”, &/or perceive a threat for discussing an issue Remember to remove all identifiers – such as name of member, name of organization, location, etc.

109 Solution Exchange - a United Nations initiative Sample Dear all, One disadvantage of committee as I see from my personal experience is that some time corrupt people will be incorporated in to committee. Non-corrupt people after some time stop coming to meetings as there concerns are not recorded or taken into account. Taking account of my current position, I can't point to any single situation. As I have witnessed nearly 100+ committees formed in our own organization & outside the organization. When a committee is formed involving only members of the organization people will usually agree with the chair who usually dominates.... Anonymous

110 Solution Exchange - a United Nations initiative How will you manage CoP traffic?

111 Solution Exchange - a United Nations initiative Too Few Responses Possible reasons for members not responding… Busy season (i.e. end of the financial year) Holiday season (i.e. major religious festival) Too many things going on (i.e. lots of events going on in the sector) Members missed responding ( overload) Discussion questions not compelling (members don’t see “reason” to respond) Really technical discussion questions (not enough members capable of responding)

112 Solution Exchange - a United Nations initiative Ideas for Encouraging Messages

113 Solution Exchange - a United Nations initiative 15 minute Break

114 Solution Exchange - a United Nations initiative Too Many Responses “its raining responses” - be happy members find the topic interesting/relevant However, be careful not to overwhelm members w/ too many message (members often complain about “ overload”)

115 Solution Exchange - a United Nations initiative Ways to Cope w/ Many Responses Post a couple messages together (“multiple response”), especially if very general or a bit off track If two responses from the same person come close together & you haven’t already posted the first response, club the responses together in same posting If the “reply by date” has passed & messages keep coming, quickly & firmly announce the query is closed, using a Moderator’s Note - stress the need to move on allow for the other discussion topics

116 Solution Exchange - a United Nations initiative Responses Too Long Members normally do not like long s, try to limit replies to 1 page (1 scroll down) Helpful conventions for dealing with long messages: Prepare an abstract of message, highlighting salient points, & provide a link to the full message Edit response to reduce the number of “unnecessary sentences,” repeated points & side comments, to focus on “question statements” - not broad issues Don’t post long articles in a message - link to the article & write short abstract/summary describing it

117 Solution Exchange - a United Nations initiative Damage Control Measures Nobody is perfect… mistakes happen… question is what do you do?

118 Solution Exchange - a United Nations initiative Minor Damage - Sample Moderator’s Note: The material in the posting by Dr. Singh to the appended query was from the document "Condom Programming for HIV Managers" by UNFPA, WHO and PATH. In the original message this was not stated. The error was discovered during while preparing the Consolidate Reply. We here by retract the message posted from the discussion on the “Query: Condom Usage by Sex Workers” and the document will be considered as a recommended document from Dr. Singh in the ensuing Consolidated Reply.

119 Solution Exchange - a United Nations initiative Way to Deal with Serious Issues 1.Contact your Project Coordinator, explain the situation (maybe you had a good reason to post it). 2.You & the Coordinator should alert the relevant agency heads &/or focal points to inform them of the damage control steps underway & apologize. 3.In case the accused was someone high profile, have the Head of Agency (or someone on their behalf) contact the office to warn them of the message & offer a retraction, apology to mitigate the situation.

120 Solution Exchange - a United Nations initiative Way to Deal with Serious Issues 4.The Coordinator should write to the offending member citing the membership agreement, explain that it was posted in error, & suggest they desist from making similar inflammatory/rude/critical contributions in future. 5.Sometimes it also appropriate to use a Moderator’s Note to explain some or part of the situation to the Community.

121 Solution Exchange - a United Nations initiative Protecting Intellectual Property Check the attachments, most of the time there is a web link somewhere, cite the source Check the responses that look too good to be true, or has tables & graphs – most of the time they are copied from some source & forgot to cite it When in doubt write to the member & ask them to check if it ok to post the material or not

122 Solution Exchange - a United Nations initiative Creative Commons License Under this license members can share (copy, distribute & transmit the Community work) & remix (adapt the Community work) if they: –Attribute the work in the manner specified by the author or licensor –Do not use the Community work for commercial use –If altered, transformed, or built upon, members may distribute the resulting work only under the same or similar license (allows reuse with attribution)

123 Solution Exchange - a United Nations initiative Exercise 2 1.Using what you have learned about “moderating” responses,” rework the response to make them a more constructive. 2.For each response, you also need to write a moderator’s note to include when posting it. 3.Keep track of all the things you checked when reviewing each response (“mechanical” & “content”). 4.During the next session, you will present your “moderated” response & Moderator’s Note to the rest of the team & explain what you did.

124 Solution Exchange - a United Nations initiative Summing Up: What did we learn?

125 Solution Exchange - a United Nations initiative Summing Up Main way you can animate & guide your Community is through effective moderation Moderating a response involves two types of reviews – mechanical & substantive Your can use a range of tools & techniques to effectively moderate their Communities: Editing responses Using Moderator’s Notes – a tool for interacting with your members Keeping messages on track & concise

126 Solution Exchange - a United Nations initiative Summing Up Allowing for anonymous postings Managing network traffic – not enough or too many messages or too long Damage control – dealing with mistakes & problems Protecting intellectual property & Creative Commons

127 Solution Exchange - a United Nations initiative Summing Up Your core work with the Community will be: moderating the responses received encouraging members to actively participant by providing constructive inputs to answer the discussion questions You will develop a relationship with your members, by: being alert to ways members relate ensuring everyone has an opportunity to be heard managing conflicts & building trust help members as much as possible (responding to requests w/ “no problem”)

128 Solution Exchange - a United Nations initiative Day 3 - Friday

129 Solution Exchange - a United Nations initiative Exercise 1 – Debriefing

130 Solution Exchange - a United Nations initiative Any Questions?

131 Solution Exchange - a United Nations initiative Exercise 2 – Debriefing

132 Solution Exchange - a United Nations initiative Any Questions?

133 Solution Exchange - a United Nations initiative Crafting a CR

134 Solution Exchange - a United Nations initiative Learning Objectives Describe the role the Summary plays in a CR List the 3 basic elements of a CE Describe four basic ways CEs are identified State the 4 common elements of a Related Resource List the 9 Related Resources sub-sections Describe when to include “Additional Material” section Describe when to issue a Revised CR Describe how to deal with offline contributions

135 Solution Exchange - a United Nations initiative What is a Consolidated Reply Standardized, structured compilation of members’ inputs along with supplemental research (value addition by Facilitation Team) Provides a brief synthesis & analysis of contributions received, list of contributors with their individual contributions All queries, e-discussions & e-consultations result in a CR Connects members to both knowledge and provider of knowledge

136 Solution Exchange - a United Nations initiative CRs & Knowledge Repository

137 Solution Exchange - a United Nations initiative Sections of a CR 1.Query (discussion issue paper/consultation draft) 2.List of Respondents 3.Summary of Responses 4.Comparative Experiences (CEs) (optional) 5.Related Resources (RRs) (optional) 6.Responses in Full * One rarely used, optional section - Additional Material

138 Solution Exchange - a United Nations initiative

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147 Message Format CONSOLIDATED REPLY: [Subject of query] – [Type of query] Subject of query & type of query- same as query subject & type posted for query CONSOLIDATED REPLY: DISCUSSION [Subject of discussion] CONSOLIDATED REPLY: FOR COMMENTS [Subject of consultation]

148 Solution Exchange - a United Nations initiative Any Questions?

149 Solution Exchange - a United Nations initiative 15 minute Break

150 Solution Exchange - a United Nations initiative The Facilitation TEAM

151 Solution Exchange - a United Nations initiative I am replying to your query based on an ongoing research that I am onto regarding agriculture infrastructure. What I find from this exercise is that Agriculture Infrastructure in the country is woefully short and inadequate to serve demand (often said repetitively) There is a multiplicity of agencies providing incentives for infrastructure development Agri Infrastructure has been addressed in piecemeal and is largely product centric. (mostly for potatoes actually). This brings seasonality risks into the business for any entrepreneur which in turn limits investment exposure. End game is smaller, scattered and generalised infrastructure (example 92% of the cold storages in the country are meant for potato and only 0.2% of the total cold storages are capable to handle F&V. Of this more than 80% are in Maharashtra). Costs are high dissuading farmers from using the facilities. This in turn leads to smaller middle men cornering the market and ultimately farmers falling prey to their cartels. Currently farmers are not hooked on to the market. They don't know what to produce. This leads to skewed (over) production which in turn leads to farmers being exploited by middlemen. This chain of middlemen (who account for more than 55% of the final retail costs and add less than 15% of value) in the entire value chain needs to be reduced. And this is possible (not entirely... but still) through participation of the non government sector / farmer SHGs. Creating small cold storages will not be the solution and will be a repeat of what has been happening all along. These initiatives are not lasting and do not have the desired impact. Moreover for peri urban agriculture, creating an infrastructure is really not required. Harvest what is required!! Being peri urban is the advantage here. Instead the farmers need to agglomerate and produce what sells. Probably the Kerala Horticulture Development Programme (KHDP) model can be studied here. Sifting through a Response

152 Solution Exchange - a United Nations initiative 4 Key Features of a Summary 1.Provides an answer to the query Straight, good answer - making sure all questions are covered & doing justice to the responses (drawing out key elements) 2.Readability & content “flows” Be precise & concise Use clear language - avoid using jargon Maintain the connection/link between paragraphs

153 Solution Exchange - a United Nations initiative 4 Key Features of a Summary 3.Has a balanced tone presenting members’ views Narrative style in third person with active past tense, third person – avoid passive voice Not prescriptive – no ‘should’ 4.Needs to be well organized & logically structured Opening paragraph sets the tone Body – presents the points, answers the questions, judiciously uses ‘bullets’, ‘bookmarks’, ‘bold’ & subheadings Ending/closing – summarizes, not conclusive

154 Solution Exchange - a United Nations initiative 3 Basic Parts of a Summary 1.Opening- usually makes a brief reference to the Query & then explains the nature & range of responses received, describes the issues being discussed & outlines the points that will be covered in the body of the summary

155 Solution Exchange - a United Nations initiative 3 Basic Parts of a Summary 2. Body Brief, clear, meaningful abridgement of responses & maintains the tone of the responses Good formatting can making the summary appear well- organized & inviting, helping the reader to easily grasp its meaning & substance

156 Solution Exchange - a United Nations initiative 3 Basic Parts of a Summary 3. Closing /Ending Sums up summary to emphasize the thrust of the arguments or key recommendations presented Can also identify gaps in the discussion & suggest discussing the topic in more detail in the future It’s a “bookend” – holding all the ideas together

157 Solution Exchange - a United Nations initiative Comparative Experiences Section after the Summary of Responses - expands on points/experiences mentioned in the Summary Little case studies, with enough information to arouse interest of reader

158 Solution Exchange - a United Nations initiative 3 Basic Elements of a CE 1.the situation – what they found 2.the intervention (activities) – what they did 3.the outcome (what happened) – what was the result

159 Solution Exchange - a United Nations initiative Title –Explains/Describes what the CE is about –Must have a heading – title, place –Systematic Structure –Can categorize experiences (i.e. by location or type) –Arrange by priority/importance –3-5 lines in length –Recommender name linked to Full Response, and if there is a resource, then link (“Read more”) to Related Resource Features of a CE

160 Solution Exchange - a United Nations initiative Captures the salient aspects of the story in a readable manner Follow up to get enough info to draft a CE –Call/ member to get more information –Desk research to compensate for dearth of information Four ways to identify a CE” 1.Directly from the response 2.Culled from a long response 3.Looking for the “story” 4.From a resource shared by a member Ways to Identify a CE

161 Solution Exchange - a United Nations initiative P. GuptaP. Gupta, Kolkata Urban Services for the Poor, Barrackpore The Kolkata Urban Services Poor programme of the Govt. of West Bengal, funded by DFID, can be a very good case study. The programme aims at impacting the lives of the urban poor through better urban governance. We are preparing a Development Plan for each of the Urban Local Bodies (ULBs) involved, & all plans have linkages to livelihoods for the poor. You can see the work we are doing in our slums where the BPL women's' community based organisations are directly linked to all development including construction activities. There is a clear focus on capacity building and on securing a better deal for the poor as we try to turn around our municipalities into efficient organisations capable of attracting investments on their own. Being involved in the programme myself, I invite you to visit the project area. Find more details at Directly from Response

162 Solution Exchange - a United Nations initiative Comparative Experiences West Bengal Kolkata Urban Services Program Involves the Poor in Planning, Calcutta (from P. Gupta, Kolkata Urban Services for the Poor, Barrackpore)P. Gupta The Govt. of West Bengal with funding from DFID is trying to improve the lives of the urban poor through a better urban governance program. They are preparing “development plans” through community participation working with the local Urban Local Bodies. All the plans have linkages to livelihood activities for the poor. In slums, the program links all BPL women’s CBOs directly to capacity building and construction activities, enabling the poor to have control over the local planning process. Read more Directly from Response

163 Solution Exchange - a United Nations initiative Rohini Mukherjee, Naandi Foundation, Hyderabad This is in response to concerns raised by Mr. J.S Deepak in his mail to the Education Community on June 15, We, at Naandi Foundation, during our quality education interventions in Hyderabad, found schoolchildren suffering from highly prevalent ailments that were adversely affecting their development. This led to the conception & launching of our School Health Programme about which I would like to share some details with the members. Naandi Foundation School Health Programme - Background: A hungry child or a sick child is not a learning child. Dental problems, worm infestations, malnutrition & eye infections/problems are some of the leading causes of ill health among schoolchildren. These problems, though uncomplicated in nature & easily preventable, tend to remain undetected & untreated in poor families. As a result, the child’s capacity to learn & comprehend is adversely affected. The age group of 6-14 years warrants special attention to their health & nutritional status, along with access to education & skill development in order to ensure a healthy & productive work force for the country. India is a signatory to the United Nations Convention to the Rights of the Child. Which clearly indicates, “States Parties shall strive to ensure that no child is deprived of his or her right of access to such health care services”. Despite this, the nations’ children do not enjoy the benefits of a national health programme designed specifically for this age group. Approach - Naandi has pioneered a unique School Health Programme in 289 government schools of Hyderabad (old city area), covering 60,000 children. The strategy of the programme is to use the government school system as a means to reach out to the most socially & economically deprived children through: 1) School-based services ; 2) Hospital-based services. This programme is comprehensive, it covers all illnesses from common cold to cardiac conditions. All services are provided FREE to schoolchildren. The main features of this programme are: 1) Health camps for all children – screening for illnesses, photo id cards issued 2) Outpatient clinics at nodal schools – for children within 3-4 km to access Emergency transport to Referral centre - with toll free telephone access Base Hospital – with medicines, investigations, surgeries & hospital stay Tertiary care tie-ups - with leading institutions for eye care, cardiac surgeries, orthopedic surgeries, etc. With this economically viable, replicable & sustainable model, Naandi attempts to spearhead a policy change that ensures free quality healthcare to all school-going children in the country. The Government of Rajasthan has invited Naandi to launch this programme in Udaipur city. Naandi is also in dialogue with Govts of Madhya Pradesh & West Bengal to initiate the School Health Programme in those states. The recurring cost of running this programme is Rs per day per child. Culled from a Long Response

164 Solution Exchange - a United Nations initiative Comparative Experiences Andhra Pradesh Free Comprehensive School Health Programme Covers the City, Hyderabad (from Rani Mukherjee, Naandi Foundation, Hyderabad) The NGO Naandi has pioneered a unique School Health Programme, using the government school system to reach out to the most deprived children through school and hospital based services. This programme is comprehensive, free, and covers all illnesses from the common cold to cardiac conditions. The programme covers 60,000 children in the city. Naandi is also attempting to spearhead a policy change that ensures free quality healthcare to all school going children in the country. Read more Culled from a Long Response

165 Solution Exchange - a United Nations initiative Arunabha MajumderArunabha Majumder, All India Institute of Hygiene of Public Health, Kolkata I give my response on rainwater harvesting & recharge. Rainwater recharging may be subsurface/specific to the selected deep aquifer. Subsurface recharging through designed pits & sand gravel filtration arrangement may be useful. The recharging rainwater can be collected from roof & from the courtyard & open spaces of the building area. This is suitable for Housing Societies, Schools, Colleges, Cooperatives, Office complexes, IT parks. Deep aquifer recharging requires adoption of proper methods. One has to take consent from Statutory Organisation. One has to be very particular about the misuse of the recharging phenomenon & has to ensure that recharging by any means should not create groundwater pollution problem. It has to identify recharging zone for the proposed area to give benefit. In West Bengal, its been made mandatory for large housing projects, offices, & industries to adopt rainwater harvesting for various purposes. Additionally, they are encouraged to do rainwater recharging. Looking for the “Story”

166 Solution Exchange - a United Nations initiative Comparative Experiences Urban Rainwater Harvesting Projects Mandatory RRWH Program Improves Water Utilization, Kolkata (from Arunabha Majumder, All India Institution of Hygiene of PublicArunabha Majumder Health, Kolkata) The city government required all large housing projects, office complexes, and industries, new and old constructions must adopt rainwater. The builders need to seek consent from statutory organisation, ensure they properly identify recharging zones and recharge rainwater, so that it does not pollute the groundwater. Rural schools are also being encouraged to use roof catchment systems to collect water for toilets and to clean urinals. These efforts have improved how portable water is used in the city. Read more Looking for the “Story”

167 Solution Exchange - a United Nations initiative S. GodfreyS. Godfrey, Research Professional, New Delhi Members of the forum have directed our attention to useful resources on the web for palliative care. It would have been immensely useful if some of the members associated with treatment, care and support had also shared their experiences especially in terms of the approach, the challenges on the ground and concern areas. Discussion on HIV related palliative care would benefit if we can locate it in the evolving context of management, treatment, care and support, and the experience of the condition by people living with it. In the case of Neighbourhood Network in Palliative Care (NNPC), "the social factor" is highlighted as one of the most important reasons for the success of the approach. However in the case of HIV, in the present scenario, stigma and Discrimination…. From a Resource

168 Solution Exchange - a United Nations initiative Comparative Experiences Neighbourhood Network in Palliative Care Improves Care(from S. Godfrey, Researcher, Delhi) ‘The Pain and Palliative Care Society’ in Calicut initiated homecare services in To expand services it developed a concept of palliative care, which focuses on empowering patients and their families and a system of service delivery using an approach to community participation- called the NNPC. The phenomenal success of this model of care has resulted in a network of 63 palliative care clinics being set up across the state, which provide free care to patients in need. Read moremore Recommended Documentation Neighbourhood Network in Palliative Care (from S. Godfrey, Researcher, Delhi) Article; by Suresh Kumar and Numpeli Mathews; Indian Journal of Palliative Care; 2005 Available at URL Discusses concept of empowering local communities to care for chronically & ill & dying, & ways for communities to provide support to medical staff From a Resource

169 Solution Exchange - a United Nations initiative Any Questions?

170 Solution Exchange - a United Nations initiative Lunch

171 Solution Exchange - a United Nations initiative Related Resources Features Four key elements – 1) title, 2) recommender’s name, 3) citation/contact info, & 4) two-line abstract 2 line abstract 1) tells what the resource is & 2) how its related to the discussion (key words) Be aware of copyright issues (cite the resource’s original source when possible) 9 sub-sections, categorize the resources under appropriate sub-section… order sub-sections & of resources within each section, based on relevance

172 Solution Exchange - a United Nations initiative RR Sub-Sections Recommended Contacts and Experts Specialists & other persons to seek out for more in-depth knowledge, information or advice on a topic Recommended Organizations and Programmes Organizations or offices to contact, including project or programme offices

173 Solution Exchange - a United Nations initiative RR Sub-Sections Recommended Communities and Networks CoPs & other -based discussion & knowledge-sharing networks Recommended Documentation Documentary material - books; reports; PPTs; journals; audio & visual files; multimedia presentations

174 Solution Exchange - a United Nations initiative Recommended Portals and Information Bases Web portals & linked web pages, databases, search engines or other sources of categorized information Recommended Upcoming Events Workshops, seminars, conferences & other occasions RR Sub-Sections

175 Solution Exchange - a United Nations initiative Recommended Training Courses Training & degree courses or course material Recommended Tools and Technologies Inventions, patented processes or other types of intellectual property Related Consolidated Replies Consolidated Replies from the current or other SE Communities RR Sub-Sections

176 Solution Exchange - a United Nations initiative Research for CRs Useful when responses have not answered all the query questions – “additional research” Not too many references in your name (max 5 per section) & only recommend the most relevant resources – maintain credibility Look for standard reference archives, normative resources, advance search options… Ask the people in your agency for suggestions

177 Solution Exchange - a United Nations initiative Additional Material Optional, rarely used section of a CR Used when supplementary information is provided It can be the place to include the long responses that were summarized in the original posting, or to clarify a concept Normally is added to the end of the “Responses in Full” section or “Summary of Responses” section Other Components

178 Solution Exchange - a United Nations initiative Revised Consolidated Reply If 5 or more substantive contributions are received after the CR is posted –can issue a Revised CR, if the contributions add valuable new insights or resources: If issuing a Revised CR – add “Revised” in the heading & put “New!” after each of the additional items added (line in a summary, CE, RR, response) If no revised CR is issued - additional contributions received simply go into the thread & a Moderator’s Note can be sent out with the final response to close the topic Other Components

179 Solution Exchange - a United Nations initiative “Offline response” If response was given, but not posted – denote it is an “Offline Contribution” If no response, link the recommender’s name to their id and denote it is an “Offline Contribution” Other Parts of a CR

180 Solution Exchange - a United Nations initiative Exercise 3 – Describing a CR 1.Your team has 25 min. to read the background info & skim the CR 2.After reviewing the material, prepare a brief (3-4 minutes) presentation describing the following: –What the query was about? –What are the main points covered in the Summary? –What was included in the CEs (i.e. how many, types of stories, link to the query, are they from responses, found through research)? –What was included in the RRs (i.e. what sub-sections were used, how to the abstracts link to the query)? –How the CR was used by the query poser?

181 Solution Exchange - a United Nations initiative Any Questions?

182 Solution Exchange - a United Nations initiative 15 minute Break

183 Solution Exchange - a United Nations initiative Exercise 3 – CR 1 Presentation

184 Solution Exchange - a United Nations initiative Any Questions?

185 Solution Exchange - a United Nations initiative Exercise 3 – CR 2 Presentation

186 Solution Exchange - a United Nations initiative Any Questions?

187 Solution Exchange - a United Nations initiative Tips & Tricks Formulation of clear query = good CR Keep track of responses from day one Effective moderation & contacting relevant members for their experiences helps ensure balance & completeness Read & research the subject – to give perspective & help understand the range of issues on the subject even if they don’t come in the responses Gauge where additional research is needed

188 Solution Exchange - a United Nations initiative Tips & Tricks Do 2-3 drafts of the Summary – starting before query closes Remain objective & not prescriptive – its members views that are summarized, not yours Organize main ideas & judiciously combine them into objective, meaningful & readable summary When finished with the CR, review it from “top to bottom” with fresh eyes

189 Solution Exchange - a United Nations initiative Summing Up: What did we learn?

190 Solution Exchange - a United Nations initiative Post-Launch Plan

191 Solution Exchange - a United Nations initiative What did we learn? Know how Solution Exchange Communities work & what they do Know the basics for managing the “help” service (preparing queries & moderating responses) Know what a Consolidated Reply is & what each section contains

192 Solution Exchange - a United Nations initiative What will you do next?

193 Solution Exchange - a United Nations initiative SE Outreach Team Steve Glovinsky, Advisor, Solution Exchange and Skype id: steve.glovinsky Meghendra Banerjee, SE Outreach Coordinator and Skype id: meghendra Sarah Figge, Training Specialist and Skype id: figge07 Ramya Gopalan, Associate Outreach Coordinator and Skype id: rumsteing


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