Chatbots for Change Playbook
A practical guide and modular toolkit on how to create, grow, and sustain your chatbot for social good. This playbook was created by Kati Collective, with input from Meta.
This field is rapidly growing, and it is our hope that this playbook grows with it. In this vein, we warmly welcome input, additions, questions and comments to help us keep this resource alive and up-to-date. Please get in touch with us at info@katicollective.com.
About the Chatbots for Change Playbook
Who is the playbook for?
This Playbook is intended for anyone interested in or already using chatbots for social good, but is particularly relevant in analysis, planning, strategizing and design phases of chatbot project lifecycle. The Playbook uses chatbots for maternal, newborn, child health (MNCH) examples throughout, given this area has some of the most robust use cases, best practices, and lessons learned.
Why did we create this?
Meta platforms play a central role in connecting people to vital information and connecting them to resources for a myriad of social good purposes. The Covid-19 pandemic catapulted the use case of Meta platforms for social good forward, in particular with regards to the sharing of credible health information, linkages to vaccination services, and more. This project builds on that momentum to identify, outline, and develop some of the most critical tools and processes required to successfully develop, implement, scale and sustain chatbots for social good.
What does the playbook offer?
This playbook contains key information, tools, exercises and resources organized into four interrelated modules based on barriers and enablers to successfully developing, implementing, scaling and sustaining chatbots for social good. These were identified by landscaping and desk research, expert and user interviews, as well as lessons learned from the broader digital development field. The modules are:
Analyze: The Problem, Scope the Solution
Define your Impact: Monitor, Evaluate, and Learn
Plan and Strategize: Business Models, Marketing Strategy, and Partnerships
Design, Develop, and Demo: Content and Technology