Lost at Sea? Navigate! Using Metrics and Results to Establish the Value of Communications and Knowledge in Sanitation and Water Service Delivery
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World Bank, Washington, DC
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The communications and knowledge work of
the World Bank Group takes many shapes; and although one
commonality is its enhancement and support of the
institutional mission and development objectives,
communications and knowledge work is not always subject to
monitoring processes as is the case with its operations
counterpart. Similar to a ship's captain navigating by
starlight, communications and knowledge work can be well
guided by undefined indicators and tacit knowledge of what
successful communications campaigns and knowledge management
look like; however, if there were ever a time to develop and
use more precise navigational instruments, now is that time.
This smart lesson explores how the Water and Sanitation
Program (WSP), a global partnership administered by the
World Bank, developed such navigational instruments for
communications and knowledge. By explicitly tying
communications and knowledge activities to development
objectives and taking time to identify, aggregate, and
monitor outputs, qualitative and quantitative indicators,
and assumptions, WSP helped quantify the contribution of
communications and knowledge to the achievement of the
program's business and development objectives.
Palabras clave
BRAINSTORMING, CAPACITY BUILDING, DISCUSSION, DISCUSSIONS, FOCUS GROUP, IMPACT OF KNOWLEDGE, KNOWLEDGE MANAGEMENT, KNOWLEDGE METRICS, KNOWLEDGE WORK, METRICS, MULTIMEDIA, PRODUCTIVITY, SERVICE DELIVERY, SITE, TACIT KNOWLEDGE, WEB