"Interactive Voice Response and Radio for Peacebuilding: A Macro View of the Literature and Experiences from the Field," Center for Global Communication Studies, February 2016.

This report offers a review of the existing literature about Interactive Voice Response (IVR) applications in non-Western contexts, supplemented by primary research based on interviews with practitioners who are using or designing IVR systems in the field. Many of the individuals interviewed work at organizations that have conducted their own impact evaluations of the new technologies they are using. This study aggregates these assessments. We identify some of the key IVR systems, highlighting the unique nature of post-conflict peacebuilding settings and briefly contextualizing the evolution of IVR in developing countries. While our focus is on a particular kind of technology, we are careful to avoid a techno-functionalist or techno-utopian approach that often pervades research about ICTs for development. Instead, we are interested in contextualizing how IVR is used in practice based on the experiences of those who are implementing different systems, including NGO workers, radio station employees, and those designing and developing new IVR applications.