Important questions to ask about your users

Understanding your users

Important questions to ask about your users

Everything you do should be based on evidence. Without evidence you cannot be completely certain that you understand the needs of your users – teachers, students and parents.

Unless you understand the needs of your users, your programme is unlikely to be effective.

When planning a programme of remote learning during the COVID-19 crisis, there are three key questions you need to ask:

  • What is the government’s response to COVID-19?
  • What infrastructure and resources exist to support remote learning?
  • How many of your users have access to media?

The government’s response to COVID-19

Have schools been closed? If so, are they closed everywhere, and for all students? Have they explained what conditions need to be met before they can re-open?

Outside of the education sector, what has the government done to address COVID-19 – is there a strict lockdown? If not, will there be one soon?

Existing infrastructure and resources

Are there dedicated radio or TV channels for education? If not, can the government adapt existing channels to deliver education?

Does the education system, public or private, have a technological way to deliver and administer education?

Are there existing communication channels that can be used, for example Facebook and Whatsapp groups?

Are there any institutions, governmental or not, with educational materials that fit with the national curriculum ready for distribution? If so, are these available in national and local languages?

Is there a policy for distance learning and the use of technology in education?

Access to devices and media channels

To learn remotely, your users need to be in an area served by one or more communication channels – radio, TV, mobile phone network, internet. They must also access to a suitable device – a radio, TV, basic mobile phone, smart phone, tablet or laptop.

Access and availability will depend on many factors, including location, income and local infrastructure.

You should be able to get information about access and coverage from network providers, telecom regulators and the government ministry responsible for information technology.


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