Knowledge Needs Assessment AppendicesKnowledge for Health (K4Health) ProjectLead Investigator: Peter Hobby, Management Sciences for Health (MSH)April, 2013

Table of ContentsAnnex A: Environment Scan Interview Questions...................................................................................3

Stakeholder mapping...........................................................................................................................3

Information sources inventory............................................................................................................3

Communications channels inventory...................................................................................................4

Process mapping for major tasks/products for the communications unit...........................................5

Annex B: Audience Needs Assessment....................................................................................................7

Information types................................................................................................................................7

Information flow..................................................................................................................................7

Information use...................................................................................................................................7

Information storage and sharing.........................................................................................................8

Annex C: Information Systems Assessment.............................................................................................9

Desktop systems..................................................................................................................................9

Online platforms and systems managed by USAID..............................................................................9

External platforms/systems.................................................................................................................9

Access and use of systems by key stakeholders..................................................................................9

Annex D: Google Applications Background Resources..........................................................................10

Annex A – Environment Scan Interview Questions

Stakeholder mapping

Stakeholder mapping is an important aspect of the general discipline of stakeholder analysis applicable to knowledge exchange and communications activities. Stakeholder mapping helps refine the focus of an activity – an event, process or product for the purposes of the KNA – and improve the likelihood of a positive response from the intended audience. Stakeholder analysis can be defined as:

“Stakeholder analysis in conflict resolution, project management, and business administration, is the process of identifying the individuals or groups that are likely to affect or be affected by a proposed action, and sorting them according to their impact on the action and the impact the action will have on them. This information is used to assess how the interests of those stakeholders should be addressed in a project plan, policy, program, or other action. Stakeholder analysis is a key part of stakeholder management1”.

To begin building a list of stakeholders think in terms of consumers, producers and those affected by outputs from your activities. Discuss the following issues and take note per individual or organization:

Identification: Who will receive the materials you generate? Who will work with you to implement them? Who is considered an expert from your organization and from other organizations about different aspects of the activity? Who serves as your champion in the client organization? Who is paying for the activity?

Interest: What direct benefit do stakeholders expect to get from the materials you generate? What additional outcomes do stakeholders expect, if any? Are there changes stakeholders are expected to make as a result of the activity? What resources are stakeholders willing (or not willing) to provide? How do stakeholders feel about each other? Do stakeholders have conflicts of interest concerning the activity? For which stakeholders does your material help to meet their goals, needs, or interests (or not)?

Influence: What legitimate authority do stakeholders have in the organization (e.g., are they responsible for budget or technical quality and information)? From where do stakeholders get their leadership authority (e.g., is it formal or informal)? Who controls strategic resources for the activity? How much negotiating power or influence do stakeholders have over others?

Impact: Based on your understanding of the stakeholders, how will each stakeholder impact the activity (negatively or positively)? How much will these impacts affect the success of the activity? If they can impact the activity negatively, how can you prevent or correct the situation? If the activity is impacted positively, how can you make the most of it?2

Information sources inventory

The questions below are intended to help document the formal and informal sources of information available. These are meant to guide a discussion and should be adapted to specific interview contexts.For a given subject area, which sources are currently used to inform communications products? Who owns the information and does that affect access? Ask for specific examples whenever possible. Partner reporting USAID reporting

1 http://en.wikipedia.org/wiki/Stakeholder_analysis2 Adapted from “Ask these questions to reach your stakeholders”, Lauri Elliott, November 2001, Techrepublic

Books/monographs Journals Conferences and events Databases – external (World Bank, CDC, etc) Databases – internal (FactsInfo, Knowledge Services Center etc.) Own network of friends and contacts Social media

o Blogso Wikiso Discussion groups

Web sites Images and audiovisual materials Geo-referenced and mapping materials/data Interviews Site visits Other?

For each relevant source from the list above, please respond to the following questions: Do you access this resource yourself or use a third party? Do you tend to use content as-is with a citation or paraphrase? Are you using data to generate graphs/charts and/or infographics? Are you responsible for maintaining information sources? Is there extensive manipulation required to make the material useful? Do you consider the source to be authoritative? Do you pay for access to the information? Do you use multiple sources to confirm a particular point or assertion?

Communications channels inventory

How do you get your message out? Use the lists below to engage in a discussion around the purpose of the communication product, the dissemination channels available, and format of the product.

This short list describes some of the major purposes of a communications product: Administrative reporting – within your organization Administrative reporting – to an external organization Technical knowledge sharing – internal Technical knowledge sharing - external Public outreach/awareness Education Project/activity management Decision making

Please discuss the channels below and your use of them in the context of specific examples of products or processes central to your work: Internal email distribution External email distribution Intranet

Public internet/web Social media

o For example: Facebook, Twitter, blogs, wikis, LinkedIn, Youtube, Slideshare, image galleries etc.

Mobile platforms/SMS Public events/conferences/workshops Internal events/conferences/workshops Popular media – radio/television Personal network Teleconference/video conference Print

Finally, what format are you using the information in (consider print or electronic/online as appropriate)? Written reports Publications/monographs/journals Presentations/PowerPoint Brochures/fliers/one pagers Conferences Web Social media Audio/visual

Process mapping for major tasks/products for the communications unit

Process maps can be useful tools to build a more complete picture of the effort and resources required to complete a product. Below are quick steps to process mapping for communications products.

1. Using a basic calendar as a model, build a timeline of major steps and milestones to complete a product or update a communications resource. This can be either on a calendar, a Gantt chart or a timeline – to capture tasks and duration.

2. Once the timeline is developed, add roles and responsibilities relevant to completing milestones and ultimately the entire project. Be sure to include the following elements as appropriate with as much detail as:

Data sources Content providers Writers Editors Reviewers Management sign-off Design Layout Printing Web publication

3. Review the process map to assess the following: Are there tasks with insufficient resources? Are there process black holes where you lose track of progress on tasks? Is there sufficient time to complete the project in light of the larger existing workload?

Do you see opportunities to improve the quality of final products by streamlining/adjusting the process and resources used?

4. Uses of the process map: To discuss where time and tasks can be adjusted to meet deadlines and more accurately

reflect actual resources on the ground (often a first run is idealized and asking the question “who actually gets this done and what does it take” can make this a more accurate exercise).

To demonstrate to managers what it takes to complete a final product and how that relates to an overall work plan.

Annex B - Audience Needs Assessment

Triangulated with the environment scan, an audience needs assessment helps to assess if the right information is getting to the right people in a timely manner. New ideas for communications products may be generated and existing products and processes may benefit from information for improvement. The question areas below may be tied to a specific product or to types of work undertaken by groups or individuals. Use the checklist below for individual key informant interviews and for guiding group discussions with consumers of communications products.

Information types

What kinds of information are needed by whom for their work?o Either in discussing a specific product or through capturing roles of participants discussions –

list the main attributes of consumers: Leadership Management Technical Administrative Other

o Basic kinds of information: Written Statistical Graphic Audio/visual Primary source material Secondary source material Analytical Policy Administrative Guidance/directives

Information flow

How does information move through an organization/group?o Moving beyond the original distribution channel – how does information move – several

may apply to an individual product: Hard copy distribution Forwarded email/web site link Briefings Incorporation in another product Word of mouth Formal guidance Inclusion in presentations/events

Information use

How is information used and applied? Analysis Decision making Management Policy and planning Evaluation and assessment Learning/education Behavior change

Information storage and sharing

How is information stored and accessed? Digital – file storage/shared drive Hard copy – personal collection Organized library Structured database

Annex C: Information Systems Assessment

This checklist is intended to help guide a discussion of the applications and platforms commonly accessible to staff for communications and knowledge sharing. A review of these areas can be used to inform decisions on the mix of skills and staffing to accomplish the goals of the USAID/Ghana health team and other USAID Missions.

Desktop systems

List the supported applications available to staff including word processing, data management, design, publication and communications.

Do staff have the skills and/or training available to use the applications available for communications and knowledge sharing?

Is there adequate IT support for standard applications?

Online platforms and systems managed by USAID

What applications are hosted on servers or USAID-managed hosting? Is there adequate training and technical support for all major platforms? How are individual applications integrated into the work flow of USAID? Can staff easily use and

access platforms?

External platforms/systems

What platforms does USAID regularly use outside the Agency? What clearance/oversight requirements are there for individuals or groups who would like to

use those resources?

Access and use of systems by key stakeholders

What USAID-sponsored systems are accessible to stakeholders? Are there statistics gathered on use? Has there been a survey of stakeholders on their use of IT platforms and systems?

Annex D: Google Applications Background Resources

The Google website shared with everyone in USAID for technical support: https://sites.google.com/a/usaid.gov/google-support/home.

There is also a Google Support Team that worked in person with the Global Health Bureau for quite some time before and during the transition. Each division in the GH Bureau has an "IT Champion." The HelpDesk is supposed to refer people to this team. Their email is cio-helpdesk@usaid.gov

Initially we wanted people to feel comfortable with Gmail, Contacts and the Calendar before asking them to also start using Google Drive or Google Sites. More people are using Google drive now as a replacement for the shared drives that you can only access from inside the firewall.

There was also a recent USAID notice regarding "Google Drive" (this notice is pasted below).

What is Google Drive? Google Drive is simply a re-branding/packaging of Google Docs. You will be asked to "opt in" when you next open your Google Docs. Please click "find out more and get started" and follow the instructions. This will not impact what documents are already in your Google Docs, it will only adjust the layout (in a much more usable way!). For more details on Google Docs, Drive, or anything Google related, please attend our Google Thursdays - from 12 - 1 in 4.08 E/F or contact your IT Champion: PDMS: Winifred Kpabar & Ruth StrandeP3: Matt SattahOCS: Emily JonesOHA: Jesse GermanowPRH: Peggy D'AdamoHIDN: Mary Sanitato

NOTICEEffective immediately, all Agency personnel can elect to “opt-in” to Google Drive. Once a user chooses to opt-in to Google Drive, the term and header “Documents” will be replaced with “Drive.” This change in terminology will not impact your Google Drive or Google Apps functionality.

Google Drive Features and FunctionalityGoogle Drive provides users with new benefits and advantages to Google Apps for USAID, including:

Expanded Storage: Due to the increase in storage capacity, users may now upload and store up to 5 GBs in their Google Drive (as opposed to 1 GB that was previously allocated in Documents).

Additional File Type Storage: Google Drive allows users to upload a variety of file types in addition to Google Docs (Documents, Spreadsheets, Presentations, and Forms), including Microsoft Office documents, PDFs, audio files, videos, graphics, etc.

Integration with the Google Apps suite: Google Drive is compatible with users’ existing Google Apps (Docs, Sites, Video, and Chat) account. All files residing within each user’s Google Docs will automatically be transferred to the user’s individual Google Drive.

Real-time collaboration: As with Google Docs, using Google Drive allows users to share and simultaneously view and edit Google Docs in real-time, from anywhere in the world.

Accessibility and mobility: Similar to Google Apps, all content on Google Drive resides in the cloud and is accessible via any Internet-connected device. This minimizes the need to send large

file attachments via email, since documents can be shared instantaneously by providing a user’s email address.

Collections renamed to Folders: Collections will be renamed to Folders once Google Drive is enabled. With Google Folders, users can store the same file or document in more than one folder.

Due to USAID security policy, USAID will not enable the syncing capabilities of Google Drive, which continually replicates a user’s new and existing Google Docs (private and shared) and syncs those files to the user’s hard drive.

Please review the How To Enable Google Drive document for more information.

Additional Resources and SupportTo learn more about Google Drive, please reference the Google Drive How-To Guide or visit the official Google Drive page. If you have questions regarding Google Drive, please email GoogleQuestions@usaid.gov.

For more information about Google Messaging and Apps for USAID, please visit the USAID Google Support Site (googlesupport.usaid.gov).

If you have questions regarding this notice, contact the CIO Helpdesk at 202-712-1234 or send an email to cio-helpdesk@usaid.gov.

---------- Forwarded message ----------From: Strande, Ruth <rstrande@usaid.gov>Date: Wed, Aug 15, 2012 at 8:55 AMSubject: GH Google Updates: Using Google DocsTo: "GH Mail List (USAID)" <GHMailList@usaid.gov>Cc: "Gaffney, Caitlin (M/CIO/BIE:CSC)" <cgaffney@usaid.gov>, "Sattah, Matthew (GH/HIDN/ID)" <MSattah@usaid.gov>, "Kpabar, Winifred (GH/PDMS)" <WKpabar@usaid.gov>, "Germanow, Jesse (GH/OHA)" <jgermanow@usaid.gov>, "Sanitato, Mary (GH/HIDN )" <msanitato@usaid.gov>, "D'Adamo, Margaret (GH/PRH/PEC)" <mdadamo@usaid.gov>

Dear GH Colleagues,

As we prepare for our Gmail migration on October 15, 2012, we encourage you to visit the Google Support Site (googlesupport.usaid.gov), for all USAID Gmail and Google-related questions.

The support site includes FAQs, instructional videos, Google How-Tos, and more. This site is a comprehensive repository of training tools and instructional guides to be used before, during, and throughout the USAID Gmail deployment.

Next Steps Thank you so much to those who have already provided the following:

o Team Emails, Calendars, Distribution Lists (If you haven’t done so, please fill out the form here to provide the information)

o TDY/Leave Schedules in October - specifically between Oct. 9 - 19 (If you haven’t done so, please email your dates to rstrande@usaid.gov)

Updates Starting this Thursday, August 16th, we will be hosting ‘Google Thursday’ every Thursday, Noon-

1pm, in Team Room 2 (3.6.145) for all GH staff. This is a great opportunity for face-to-face assistance on gmail and other Google solutions and to get to know some of the locally-grown, organic, GH Google IT champions that you could get help from.

Tips and tricks Everyone can use Google Docs!

o Check out this great presentation on how to use Google Docs: https://docs.google.com/a/usaid.gov/present/view?id=0AUhlq-5-h_BmZGdma256cmRfNTUzY3ZjN3djZHQ&hl=en_US

Copy a whole folder to your Google Docs from your 'U' or shared drives: o Go to your Google Docs - you can access Google Docs by: 1) clicking on the

'documents' tab on the tool bar in your USAID Gmail, 2) going to http://google.usaid.gov and clicking on the Google Docs image, or 3) going to your desktop and clicking on the Google Docs shortcut.

o Check the upper right-hand corner to make sure you are logged in with your usaid.gov email address. If not - please log out of your personal email to proceed.

o At the Google Docs home screen - click the hard-drive image next to the 'create' button on the top left of the screen.

o Choose 'folder' o Find and highlight the folder you want to copy to Google Docs and click OKo Your folder will now appear as a "collection" in Google Docs on the left-hand column o Click on your new 'collection' to find the contents of your folder!o This 'collection' will be private and visible only to you unless you choose to share it

with others. Visit googlesupport.usaid.gov to learn more about sharing and collaborating with Google Docs.

Thank you,The GH Google Migration Team

USAID/GH GMAIL MIGRATIONFrequently Asked Questions

(9/13/12)

Why GOOGLE & GMAIL?● Mobility - Work is what we do, not where we do it. - Perform vital activities from around the

globe, from any computer.● Information on Demand - Access anything, anywhere, anytime.● Efficiency - Cheaper, Faster, Better - Save costs and time through streamlined systems and

processes. Google will save us $17.6 million over the next 5 years!● Sustainability - Practicing what we preach - Align core values with the way we do business both

in DC and the field.● Compatibility - As a web service, Gmail is compatible with other operating systems (like Apple’s)

not just with Windows.

How will Gmail impact my productivity?● In a survey to USAID Gmail users (Approx. 5,000), the majority of respondents said that Gmail

either increased their productivity or kept it the same.

How does Gmail differ from Outlook?● Click Here for a resource that explains all the differences between Outlook and Gmail.

What are Google Apps?● Google Applications are all the tools you have access to from Google – Gmail, Google Docs,

Google Calendars, Google Sites, Google Chat, etc.

Will Google Apps replace Microsoft Office?● NO – Google Apps WILL NOT replace Microsoft Office on Agency Computers. You will still be

able to use Microsoft Word, PowerPoint, and Excel like you do now. The only thing that will require change is the migration from Outlook Mail to Gmail.

Will I lose all my mail?● NO – CIO will migrate 2 years worth of mail to Gmail (only 6 months worth of attachments).

However, all mail previous to your migration date will remain in Outlook. You will no longer receive new email to Outlook, only to Gmail.

Will my email address stay the same?● YES – Your email will continue to be username@usaid.gov.

Will I still get email on my USAID-issued Blackberry?● YES – Your Blackberry will be set up to receive Gmail once you have been transitioned. Shortly

before the migration we will be asking you if you have a Blackberry, and providing support as necessary to Blackberry users. Don’t worry, it’s easy and we have people available to help!

Will I still have access to my contacts list?

● YES – All USAID Contacts from the GAL (Global Address List), including distribution lists, are in Gmail. Your personal contacts will also migrate with you. Only personal contact lists will not migrate over – but you can recreate those in Gmail.

Does Gmail have a Calendar?● YES – Google Apps has a calendar feature. All of your Outlook calendar appointments will be

migrated over to your Google Calendar. You will be able to see your colleagues’ calendars (busy/free times), share calendars with colleagues for more details, create group calendars, view calendars in a schedule view, get reminders, and delegate calendar responsibilities just as you do in Outlook. *You will not be able to see the calendars of those who are still on Outlook, however, the entire Agency (including all of Washington and the Field) will be migrated over soon.

Will Google Docs replace my U, P, or J Drives?● NO – Your network drives will NOT be impacted by the migration. You will still be able to access

those drives on your desktop and remotely through Citrix. However, you can upload folders and files into Google Docs for sharing and easy remote access. You can save files to Google Docs in their original format or convert them to Google Docs so that you can edit them online.

How Do I Prepare for the Migration?● Please read the following instructions:

https://docs.google.com/a/usaid.gov/document/d/1Zyy9bCYW8J7BwXf5J-asU5qH_r33jlmwUEIxILU_cmo/edit

● Migrating is easy! Prepare your Outlook for Migration by 5PM on October 3rd (you will still work in Outlook until the Migration date of October 15

● All you need to do to prepare is: Move all your Folders to the same level of your Inbox

● A couple of tips for easier migration:1. Shorten folder names2. Number folders in order

3. Reduce sub-folders4. Delete unnecessary folders

*This are extra steps but ARE NOT REQUIRED. If you do nothing to prepare, all your email will still move over. If you don’t do anything to your folders, here is how they will appear as labels in Gmail:

InboxInbox/Folder 1Inbox/Folder 2Inbox/Folder 2/Sub-folder 1Inbox/Folder 2/Sub-folder1/Sub-folder 2

For example:InboxInbox/CountriesInbox/Countries/AngolaInbox/Countries/Angola/COP

You can then rename the new label by editing the label. You can also turn a prime folder (main label) into a sub-folder (sub-label) by choosing to “nest” it under a “parent” label. (see below)

Will I need Citrix to access my email?● NO – You can access your USAID email simply by going to mail.usaid.gov and entering your

USAID username and passcode (pin + token).

If I don’t have to use Citrix, is Gmail secure?● YES - USAID Security has reviewed Gmail and approved it for use.

What is “Conversation Mode”?● The conversation mode is the standard setting for viewing emails in Gmail grouped by subject

line. Conversations will appear in chronological order by the latest email in the subject. This setting is useful for organizing mail but you can disable it in your Gmail settings.

I like Conversation Mode, and I want to share an entire conversation with somebody. Can I do that?● Yes. In Gmail you can forward all messages in a conversation into one condensed message. You

may have to glance at it to check for duplication depending on how the conversation evolved, but it can be a useful feature.

What other Gmail Features should I know about?● Searching your emails is fast and easy. Use USAID Gmail search to find the exact message you

want, no matter when it was sent or received.● The chat feature is built-in. Chat with your USAID colleagues in Washington and at the missions

with just one click, OR use USAID Video Chat to hear and see them -- all you need is a webcam and a few seconds for your IT staff to install the Voice/Video software.

● Labels and filters help you organize and manage your emails. Labels do all the work folders do, but with more flexibility; you can apply more than one label to any conversation.

● Filters automatically label, archive, delete, or forward messages you designate.● Enhance your USAID Gmail experience with labs. Enable Labs to customize your inbox to suit

your needs.● Using Gmail to compose mail when clicking on email hyperlinks: When you open USAID Gmail,

there may be a bar at the top that says "Allow Gmail to open all email links?". Click 'Use Gmail" and gmail will become your default mail program (for clicking on email addresses in documents/websites). The calendar should have a similar bar and you can set this as the default as well. See more info here.

● Calendar snooze button- Gmail has built in a 5 minute snooze button. Give that a try next time you have a meeting reminder (see screenshots below).

If you add a person to a conversation thread later on in the discussion, does that person see the entire thread that goes back all the way, including messages that were exchanged before they were added?

Yes: Google uses "..." to signify there is more in text in the email chain. Click the "..." before adding the person to see what the full email chain includes - this emails chain will be visible to the newcomer. If there have been side conversations within the same subject line, those will not be included in the email chain.

Is your signature automatically get added to every email in a conversation chain? It says this is the case in the "settings" tab. Does this apply to all emails? Even replies?

Yes: All outgoing messages. It gets cut-off though to save space, and is listed under the "...", when you click on the "..." your signature will appear.Note: Turn on the ‘Signature Tweaks’ lab. It places your signature before the quoted text in a reply, and removes the "--" line that appears before signatures.

I use the “Reading Pane” in Outlook - can I do that in Gmail?Yes: You can turn the “Preview Pane” on through Gmail Labs so your inbox will look more like

this:Got to Gmail → Settings → Labs → Search “Preview Pane” → Click “enable” → Click “save

changes”

When sending a calendar event, can you attach documents to it? Yes. You can attach both google docs and documents from your computer/network drives. First, activate the calendar attachments lab. Then create an event and you will have the option to upload from your computer/drives. See screenshot.