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Then perhaps a definition of a Telecentre needs to
map out the functions these human resources perform. There are
also functions that are required for useful information exchange to take place,
that may not be strictly associated with the telecentre. These include awareness
raising, training, mobilisation of the stakeholders all along the information
"chain" including the "knowledge centres" (in a country like ours, CRM is not
widely practiced....the central institutions are often the worst at
communication). ICT strategy building is important, too. In fact it is difficult to see
where to demarkate a telecentre, looking at it from the "information flow"
point of view.
As a simple example, to allow rural people to
obtain legal advice by email, it was not as simple and notifying them of the
(say) Public Solicitor's email address. We had to train (remotely) the rural ICT
operators to publicise it and raise awareness, hold meetings with the Public
Solicitor and other stakeholders and discuss the procedures required and
other practicalities, and above all get everyone on board. (now it
works marvellously). Information doesn't just flow - it needs to be driven
by the knowledge owners as much as their "customers" or "clients".
I suppose we are getting into a defination of
"content" as well as "function".
David
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