Critically Assessing the Role of Mobile Phones with Respect to NGOs
Mobile phones have revolutionized communication and service delivery in almost every sector, including the work of Non-Governmental Organizations (NGOs). For NGOs, especially those working at the grassroots level in India, mobile phones have become powerful tools to connect, communicate, coordinate, and create impact in cost-effective and efficient ways.
However, while mobile phones offer many advantages, their use in NGO functioning also presents several challenges. A critical assessment involves examining both the positive and negative aspects of mobile phone use in the NGO sector, with appropriate examples.
Positive Roles of Mobile Phones in NGO Work
1. Improved Communication and Coordination
Mobile phones allow NGOs to maintain real-time communication with staff, volunteers, and beneficiaries.
- Example: SEWA (Self Employed Women’s Association) uses mobile phones to coordinate with its members (mostly rural women workers), update them about meetings, and disseminate critical information like government schemes or legal rights.
- Mobile groups (via WhatsApp) help share schedules, success stories, and videos for awareness.
This enhances organizational efficiency and reduces communication delays.
2. Awareness Generation and Information Dissemination
Mobiles, especially smartphones, allow NGOs to run awareness campaigns through SMS, IVRS (Interactive Voice Response System), voice calls, WhatsApp, and social media.
- Example: Digital Green, an NGO that works in agriculture, uses mobile videos to show best farming practices to rural farmers. These videos are shared via mobile phones in local languages.
- Health-related NGOs use mobile platforms to send reminders for vaccinations, health tips, or hygiene practices.
This ensures last-mile connectivity even in remote tribal or rural areas.
3. Data Collection and Real-Time Monitoring
NGOs use mobile-based apps and surveys to collect field data, track project progress, and monitor outcomes.
- Example: Pratham, a leading education NGO, uses mobile apps to collect data on learning levels of children in rural areas for its Annual Status of Education Report (ASER).
- Mobiles reduce paperwork, avoid data duplication, and ensure real-time reporting from the field.
This supports evidence-based decision-making and strengthens accountability.
4. Financial Inclusion and Direct Benefit Transfers (DBT)
Mobile banking and mobile wallets (like Google Pay, Paytm, BHIM, etc.) have made it easier for NGOs to:
- Pay wages to field workers
- Transfer financial aid to beneficiaries
- Track donations in real-time
Example: NGOs working with SHGs (Self-Help Groups) use mobile-based apps to manage microloans, savings, and transactions, especially under government schemes like NRLM.
This helps in transparent fund management and financial empowerment, especially of women.
5. Crowdfunding and Public Engagement
Mobile-based digital platforms are useful in fundraising and public mobilization.
- NGOs use mobile-optimized websites and apps to reach out to the public for donations.
- Example: Ketto and Milaap are Indian crowdfunding platforms where NGOs can collect funds using mobile links shared via SMS or WhatsApp.
This helps in building donor relationships, especially with the younger, tech-savvy population.
6. Beneficiary Feedback and Grievance Redressal
NGOs often set up mobile helplines or IVRS systems to get direct feedback from communities.
- Example: An NGO running a nutrition program might provide a helpline for mothers to ask health-related questions or report non-availability of rations.
- This enables community participation, improves service quality, and boosts trust in the NGO.
Challenges and Limitations of Mobile Use in NGOs
While mobile phones bring several benefits, there are also limitations and risks that NGOs must address:
1. Digital Divide and Accessibility Issues
Not all beneficiaries or field workers, especially women, have access to mobile phones or smartphones.
- Many tribal, rural, or poor communities may lack mobile literacy, network access, or even electricity to charge devices.
- Women, particularly in conservative areas, may not be allowed to use mobile phones.
This restricts the reach and inclusiveness of mobile-based interventions.
2. Data Privacy and Security Concerns
Collecting sensitive data via mobile apps exposes NGOs to the risk of data breaches, especially when working with vulnerable populations.
- Lack of proper data protection measures can violate beneficiary privacy.
- Example: If an NGO working with HIV-positive patients shares their contact numbers without consent, it may result in social stigma.
NGOs must adopt strict data protection practices, especially under the Digital Personal Data Protection Act, 2023 (India).
3. Over-Reliance on Technology
Excessive dependence on mobile phones may reduce face-to-face interaction, which is crucial in building trust-based community relationships.
- Field staff may assume that a message sent via WhatsApp is understood, even though beneficiaries may not read or understand it.
- Programs may lose their human touch, which is essential in sectors like education, mental health, or gender empowerment.
4. Cost and Maintenance Issues
Though cheaper than traditional systems, smartphones, internet packs, and mobile apps still require investment.
- NGOs working with limited funds may not afford regular upgrades, devices, or tech support.
- Field staff may misuse phones for personal use, leading to operational inefficiencies.
5. Fake News and Misinformation
Mobile phones, especially through social media and WhatsApp, can spread rumors or fake news, affecting NGO campaigns.
- Example: During vaccination drives, some communities received false information about side effects via WhatsApp forwards, making them resist the NGO’s health efforts.
NGOs must monitor and verify information shared on mobile platforms to ensure credibility.
Balancing Technology with Human Connection
For NGOs to use mobile phones effectively, a balanced approach is necessary:
- Training and capacity building of staff and beneficiaries on how to use mobile tools.
- Ensuring inclusivity so that no group is left out due to lack of access or gender bias.
- Creating multi-lingual, culturally relevant content suited to local needs.
- Having backup plans (like paper records or community meetings) for areas with poor network.
Conclusion
Mobile phones have become an indispensable part of modern NGO functioning. They enable faster communication, better outreach, data collection, financial inclusion, and beneficiary engagement, especially in the Indian context. However, their effective use depends on how well NGOs address the challenges of digital divide, privacy, misinformation, and over-reliance.
By combining technology with grassroots understanding, inclusiveness, and ethical practices, NGOs can use mobile phones as powerful tools for social change—but only if used thoughtfully and responsibly.