Roger Harris Associates Hong Kong 1

Dr. Roger W. HarrisRoger Harris Associates Hong Kongharris38@netvigator.comhttp://rogharris.org

Dr. Roger W. HarrisRoger Harris Associates Hong Kongharris38@netvigator.comhttp://rogharris.org

Building Telecentre ServicesBuilding Telecentre ServicesBuilding Telecentre ServicesBuilding Telecentre Services

Prepared for the APEC Telecentre Training CampPrepared for the APEC Telecentre Training Camp Jan. 24 Jan. 24 toto 29 2005 29 2005, Howard International House, Taipei, Taiwan, Howard International House, Taipei, Taiwan

Prepared for the APEC Telecentre Training CampPrepared for the APEC Telecentre Training Camp Jan. 24 Jan. 24 toto 29 2005 29 2005, Howard International House, Taipei, Taiwan, Howard International House, Taipei, Taiwan

Roger Harris Associates Hong Kong 3

AgendaAgendaAgendaAgenda

• Defining Information RequirementsDefining Information Requirements• Obtaining InformationObtaining Information• Providing InformationProviding Information• Using InformationUsing Information• InfomobilisationInfomobilisation• Social Appropriation of ICTsSocial Appropriation of ICTs• Measuring the impactsMeasuring the impacts• Implications for policyImplications for policy

• Defining Information RequirementsDefining Information Requirements• Obtaining InformationObtaining Information• Providing InformationProviding Information• Using InformationUsing Information• InfomobilisationInfomobilisation• Social Appropriation of ICTsSocial Appropriation of ICTs• Measuring the impactsMeasuring the impacts• Implications for policyImplications for policy

Roger Harris Associates Hong Kong 4

Defining Information Defining Information RequirementsRequirementsDefining Information Defining Information RequirementsRequirements

• Communities need information to help them in their Communities need information to help them in their current and future development activitiescurrent and future development activities

• Current activities are easier to define than and future Current activities are easier to define than and future activitiesactivities

• Defining future information requirements cannot be Defining future information requirements cannot be divorced from planning and mobilizing for future divorced from planning and mobilizing for future developmentdevelopment

• Telecentre operators become activists Telecentre operators become activists • Participatory process are essentialParticipatory process are essential• Information services must be demand drivenInformation services must be demand driven• Information flows need to be dynamic and responsive to Information flows need to be dynamic and responsive to

the changing circumstances of the communitythe changing circumstances of the community• Defining information requirements is a process not a Defining information requirements is a process not a

projectproject

• Communities need information to help them in their Communities need information to help them in their current and future development activitiescurrent and future development activities

• Current activities are easier to define than and future Current activities are easier to define than and future activitiesactivities

• Defining future information requirements cannot be Defining future information requirements cannot be divorced from planning and mobilizing for future divorced from planning and mobilizing for future developmentdevelopment

• Telecentre operators become activists Telecentre operators become activists • Participatory process are essentialParticipatory process are essential• Information services must be demand drivenInformation services must be demand driven• Information flows need to be dynamic and responsive to Information flows need to be dynamic and responsive to

the changing circumstances of the communitythe changing circumstances of the community• Defining information requirements is a process not a Defining information requirements is a process not a

projectproject

Roger Harris Associates Hong Kong 5

Obtaining InformationObtaining InformationObtaining InformationObtaining Information

• Facilitating conditionsFacilitating conditions– Some communities make better use of their telecentre Some communities make better use of their telecentre

than others; why?than others; why?

• Community characteristics;Community characteristics;– Development aspirationsDevelopment aspirations– Capacity for learning Capacity for learning – Capacity for change and adaptation Capacity for change and adaptation – Ability to organize themselves and their assetsAbility to organize themselves and their assets– Unity in decision making and in taking actionUnity in decision making and in taking action– Participation in development activities Participation in development activities – Harmonious internal relationships Harmonious internal relationships – Strong personalities that motivate othersStrong personalities that motivate others

• Facilitating conditionsFacilitating conditions– Some communities make better use of their telecentre Some communities make better use of their telecentre

than others; why?than others; why?

• Community characteristics;Community characteristics;– Development aspirationsDevelopment aspirations– Capacity for learning Capacity for learning – Capacity for change and adaptation Capacity for change and adaptation – Ability to organize themselves and their assetsAbility to organize themselves and their assets– Unity in decision making and in taking actionUnity in decision making and in taking action– Participation in development activities Participation in development activities – Harmonious internal relationships Harmonious internal relationships – Strong personalities that motivate othersStrong personalities that motivate others

Roger Harris Associates Hong Kong 6

ProvidingProviding Information InformationProvidingProviding Information Information

• Institutional reformInstitutional reform– Re-engineer public servicesRe-engineer public services

– E-learningE-learning– TelemedicineTelemedicine– E-governmentE-government– E-commerceE-commerce

– Break down traditional practicesBreak down traditional practices– Target radical improvementsTarget radical improvements

• Institutional reformInstitutional reform– Re-engineer public servicesRe-engineer public services

– E-learningE-learning– TelemedicineTelemedicine– E-governmentE-government– E-commerceE-commerce

– Break down traditional practicesBreak down traditional practices– Target radical improvementsTarget radical improvements

Roger Harris Associates Hong Kong 7

UsingUsing Information: Information: InfomobilisationInfomobilisationUsingUsing Information: Information: InfomobilisationInfomobilisation

• Based on Social Mobilisation; organization, capacity Based on Social Mobilisation; organization, capacity building and micro-creditbuilding and micro-credit

• CreateCreatess a community learning system a community learning system • FamiliariseFamiliarisess communities with the gaps between existing communities with the gaps between existing

and desired information and desired information • AlertAlertss communities to the potential application of communities to the potential application of

information to their problem-solving efforts and to their information to their problem-solving efforts and to their development aspirationsdevelopment aspirations

• Sensitises communities to the existence and accessibility Sensitises communities to the existence and accessibility of abundant information of abundant information

• PropelPropelss communities towards the acquisition of the new communities towards the acquisition of the new knowledge knowledge

• EmpowerEmpowerss communities with information literacy communities with information literacy• Motivates communities to apply ICTs to new Motivates communities to apply ICTs to new

opportunitiesopportunitiesss

• Based on Social Mobilisation; organization, capacity Based on Social Mobilisation; organization, capacity building and micro-creditbuilding and micro-credit

• CreateCreatess a community learning system a community learning system • FamiliariseFamiliarisess communities with the gaps between existing communities with the gaps between existing

and desired information and desired information • AlertAlertss communities to the potential application of communities to the potential application of

information to their problem-solving efforts and to their information to their problem-solving efforts and to their development aspirationsdevelopment aspirations

• Sensitises communities to the existence and accessibility Sensitises communities to the existence and accessibility of abundant information of abundant information

• PropelPropelss communities towards the acquisition of the new communities towards the acquisition of the new knowledge knowledge

• EmpowerEmpowerss communities with information literacy communities with information literacy• Motivates communities to apply ICTs to new Motivates communities to apply ICTs to new

opportunitiesopportunitiesss

Roger Harris Associates Hong Kong 8

Infomobilisation: Change Infomobilisation: Change Without ResistanceWithout ResistanceInfomobilisation: Change Infomobilisation: Change Without ResistanceWithout Resistance

• Reflection Reflection – to understand problems, and assess capabilitiesto understand problems, and assess capabilities

• Activism Activism – to stimulate demand and reveal prioritiesto stimulate demand and reveal priorities

• Capacity building Capacity building – to strengthen resourcesto strengthen resources

• Organization Organization – to marshal resourcesto marshal resources

• Further reflection Further reflection – to assess outcomes and enhanced capabilitiesto assess outcomes and enhanced capabilities

• RepeatRepeat

• Reflection Reflection – to understand problems, and assess capabilitiesto understand problems, and assess capabilities

• Activism Activism – to stimulate demand and reveal prioritiesto stimulate demand and reveal priorities

• Capacity building Capacity building – to strengthen resourcesto strengthen resources

• Organization Organization – to marshal resourcesto marshal resources

• Further reflection Further reflection – to assess outcomes and enhanced capabilitiesto assess outcomes and enhanced capabilities

• RepeatRepeat

Roger Harris Associates Hong Kong 9

The Components of The Components of InfomobilisationInfomobilisationThe Components of The Components of InfomobilisationInfomobilisation

Focused on the CommunityFocused on the Community Focused on the TelecentreFocused on the Telecentre

Community based organisations Community based organisations Steering committeeSteering committee

Savings and credit schemesSavings and credit schemes StaffStaff

Information Focal Points (Infocals)Information Focal Points (Infocals) Community outreach:Community outreach:–Telecentre marketingTelecentre marketing–Community surveysCommunity surveys–Community focus groupsCommunity focus groups        

Community asset mapping Community asset mapping EvaluationEvaluation

Development planningDevelopment planning

Development implementationDevelopment implementation

Roger Harris Associates Hong Kong 10

e-Bario, Sarawak, e-Bario, Sarawak, Malaysia.Malaysia.e-Bario, Sarawak, e-Bario, Sarawak, Malaysia.Malaysia.

• RemoteRemote, isolated, isolated• Starved of informationStarved of information• Poor communicationsPoor communications• Unique cultureUnique culture• Dwindling populationDwindling population• e-Development Agendae-Development Agenda

– EducationEducation– Social CommunicationsSocial Communications– TourismTourism– RiceRice– HealthHealth

• RemoteRemote, isolated, isolated• Starved of informationStarved of information• Poor communicationsPoor communications• Unique cultureUnique culture• Dwindling populationDwindling population• e-Development Agendae-Development Agenda

– EducationEducation– Social CommunicationsSocial Communications– TourismTourism– RiceRice– HealthHealth

Roger Harris Associates Hong Kong 11

e-Bario, Sarawak, e-Bario, Sarawak, Malaysia.Malaysia.e-Bario, Sarawak, e-Bario, Sarawak, Malaysia.Malaysia.

Bario

• RemoteRemote, isolated, isolated• Starved of informationStarved of information• Poor communicationsPoor communications• Indigenous, minority Indigenous, minority cultureculture• Dwindling populationDwindling population• Telecentre with VSAT Telecentre with VSAT

Internet and solar powerInternet and solar power• e-Development Agendae-Development Agenda

– EducationEducation– Social CommunicationsSocial Communications– TourismTourism– RiceRice– HealthHealth

• RemoteRemote, isolated, isolated• Starved of informationStarved of information• Poor communicationsPoor communications• Indigenous, minority Indigenous, minority cultureculture• Dwindling populationDwindling population• Telecentre with VSAT Telecentre with VSAT

Internet and solar powerInternet and solar power• e-Development Agendae-Development Agenda

– EducationEducation– Social CommunicationsSocial Communications– TourismTourism– RiceRice– HealthHealth

Roger Harris Associates Hong Kong 12

Typical Telecentre Typical Telecentre Information CategoriesInformation CategoriesTypical Telecentre Typical Telecentre Information CategoriesInformation Categories

Category Examples Source Delivery

Generic Information

E-government, agricultural extension, distance education, e-commerce, e-health, news, weather, etc.

Government and national/regional institutions.

Institutional partnerships.

ICT-focused Services

E-mail, voice over IP, chat, internet searches, word processing, spreadsheets, presentations, ICT training, printing, photocopying, scanning, newsletters etc.

Local telecentre owners, operators and staff.

Creative and client-centric entrepreneurial activity at the telecentre.

Development Programs

HIV/AIDS awareness campaigns, micro-and small enterprise development support, skills training, micro-credit support, etc.

National/regional development initiatives.

Pro-active marketing of telecentres among NGOs, and INGOs.

Locally-based Information

Local laws, poverty reduction schemes, local NGO activities, yellow pages, job placement services, classified advertisements, market prices, etc.

Local activists, NGOs, community-based organizations, government offices, social entrepreneurs, volunteers, schools, etc.

Community outreach, community mobilization, Infomobilisation.

Roger Harris Associates Hong Kong 13

Social AppropriationSocial Appropriation of ICTs of ICTsSocial AppropriationSocial Appropriation of ICTs of ICTs

• ICTs as intellectual technology – endless ICTs as intellectual technology – endless innovationinnovation

• Concurrent processes of technological and Concurrent processes of technological and social changesocial change

• ICTs as intellectual technology – endless ICTs as intellectual technology – endless innovationinnovation

• Concurrent processes of technological and Concurrent processes of technological and social changesocial change– adaptive planning adaptive planning – continuing changecontinuing change– community learning community learning – disjointed disjointed

incrementalism incrementalism – adaptive learning adaptive learning – alignment of social and alignment of social and

technological systemstechnological systems– participative values (as participative values (as

opposed to coercive) opposed to coercive)

– adaptive planning adaptive planning – continuing changecontinuing change– community learning community learning – disjointed disjointed

incrementalism incrementalism – adaptive learning adaptive learning – alignment of social and alignment of social and

technological systemstechnological systems– participative values (as participative values (as

opposed to coercive) opposed to coercive)

– organic change (as organic change (as opposed to directed opposed to directed change) change)

– discretionary coalitions discretionary coalitions – social and stakeholder social and stakeholder

groupsgroups– outside/inside activists outside/inside activists

(as opposed to outside (as opposed to outside change agents)change agents)

– organic change (as organic change (as opposed to directed opposed to directed change) change)

– discretionary coalitions discretionary coalitions – social and stakeholder social and stakeholder

groupsgroups– outside/inside activists outside/inside activists

(as opposed to outside (as opposed to outside change agents)change agents)

Roger Harris Associates Hong Kong 14

Measuring the impacts: Measuring the impacts: Telecentre SuccessTelecentre SuccessMeasuring the impacts: Measuring the impacts: Telecentre SuccessTelecentre Success

Telecentre Characteristic

s

Community Characteristic

s

Information Characteristic

s

Structural Conditions

Telecentre Success

CommunityDevelopment

–OrganizationOrganization–LeadershipLeadership–Development Development aspirationsaspirations–Demand drivenDemand driven–Locally relevantLocally relevant–UseableUseable

–AccessibleAccessible–ResponsiveResponsive–OutreachingOutreaching

–Political contextPolitical context–Social contextSocial context–PartnershipsPartnerships

Roger Harris Associates Hong Kong 15

Implications for policy-makingImplications for policy-making::Understand the relationshipsUnderstand the relationshipsImplications for policy-makingImplications for policy-making::Understand the relationshipsUnderstand the relationships

Define the Define the Development StrategyDevelopment Strategy

Define the Define the Development StrategyDevelopment Strategy

Begin with an Begin with an awareness of awareness of

ICT’sICT’spotentialpotential

& limitations& limitations

How the How the service can be service can be

sustainedsustained

How How information information

can be can be delivereddelivered

What What information information

is neededis needed

WhereWheredevelopment isdevelopment isgoing and whygoing and why

Define theDefine theSustainability StrategySustainability Strategy

Define theDefine theSustainability StrategySustainability Strategy

Define the Define the Information StrategyInformation Strategy

Define the Define the Information StrategyInformation Strategy

Define the Define the Technology StrategyTechnology Strategy

Define the Define the Technology StrategyTechnology Strategy

Roger Harris Associates Hong Kong 16

Implications for policy-making:Implications for policy-making:A Coordinated A Coordinated FrameworkFrameworkImplications for policy-making:Implications for policy-making:A Coordinated A Coordinated FrameworkFramework

ICT Policypro-poor

People:farmers, women,

disadvantaged, entrepreneurs,

youths…

Development Strategy:

poverty alleviation

Local Accesstelecentre,

school,library,

community based, devel’t

oriented

Methods:participatory

Government:employment,

services

Physical Infrastructure

:universal

access

Institutions:Government,

NGOs

Services:agriculture,education,

healthcare…

Roger Harris Associates Hong Kong 17

Thank You