It is often hard for refugees to adapt to a new, even unfamiliar, environment. What is even more difficult is to find ways to communicate, access information and find job opportunities.

Likewise, the organizations face a great challenge when searching for methods of communication with the refugees. Because refugees often do not know how to contact the organizations themselves. The organizations, from their part, wish to provide assistance more effectively. They also need to gather info for the same cause.

The main problems are the difficulty in reaching the refugees and of course the budget available for effectiveness in communication. The solution to this problem seemed to be SMS messaging. Through a platform designed especially for this purpose, the UNHCR attempted launching texting between the organization and the refugees. SMS messaging was a brilliant idea to aproach and assist refuges.

First experiment was in San Jose, Costa Rica. Costa Rica offers a rather stable environment for refugees. Apart from that, refugees residing in Costa Rica have a high mobile usage and also a high level of literate people. So, an SMS pilot here became a priority. They would receive mass notifications for computer training, job opportunities or language classes. Via 2-way SMS the refugees were able to respond and give an accurate portrayal of their most basic needs and problems. Through the platform, organizations send bulk messages and surveys. They also retain a digital record of refugee responses, anywhere in the world.

Using an SMS system helps identify refugees’ needs, provide assistance and also establish two-way communication. Bulk SMS saves time, money and manpower. And it gives refugees timely information and many more opportunities.

At first the experiment did not go as planned. Senders did not know if numbers provided were active or not. It was often hard to match language with targeted regions, especially when the scale was bigger. An unexpected turn was that refugees did not recognize the number from which they would receive SMS. Because of that, they would hesitate to engage.

UNHCR tried on a new approach. They corrected software fallacies and built trust with the refugees. The program involved bulk SMS notifications on a weekly basis. Text messages about asylum facts and job opportunities received many positive responses.

Feedback showed the refugees were extremely positive towards UNCHR initiative. Being responsive was enough for them to know that someone cares.

UNHCR’s Costa Rica operation will continue expanding this plan involving two more SMS campaigns.

Written by: Vasiliki Tsavdari

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