Managing WhatsApp Groups for TB Information UNDP

As part of its commitment to innovative public health solutions, GSoft Sols successfully executed a large-scale Tuberculosis (TB) awareness and behavioral change initiative by managing and moderating an extensive network of over 360 WhatsApp groups, engaging a diverse and geographically dispersed audience of more than 12,000 participants. This initiative was conducted in partnership with the United Nations Development Programme (UNDP) under the Merged Areas Governance Project (MAGP) and marked a pioneering step in leveraging WhatsApp as a trusted digital tool for real-time public health communication.

Project Objective and Strategy

The primary objective of this initiative was to disseminate accurate, evidence-based information about TB, reduce associated stigma, and promote behavioral change within vulnerable and underserved communities. Recognizing the ubiquity of WhatsApp across Pakistan, especially in remote areas, GSoft Sols adopted a community-centric, digitally empowered strategy that allowed for two-way communication, active engagement, and trust-building in an environment often fragmented by misinformation.

Group Creation and Infrastructure Development

To align with best practices in digital community management and UNDP’s operating guidelines, GSoft Sols created and maintained over 360 WhatsApp groups, each comprising no more than 50 members to ensure focused, manageable interactions. The formation of these groups followed a highly structured protocol approved by MAGP, including:

• Verification of participant eligibility and onboarding consent.

• Categorization based on region, language preference (Urdu, Pashto, and English), and demographic traits for contextual engagement.

• Group naming conventions, user access controls, and assignment of moderators for round-the-clock management.

The platform design ensured high user accessibility and cultural adaptability, critical for reaching populations in Pakistan’s Merged Areas and overcoming barriers such as low literacy and technology resistance.

Content Dissemination and Fact-Based Communication

GSoft Sols, in close coordination with MAGP, deployed a structured content dissemination framework. Approved educational materials provided by the UNDP/MAGP teams—covering TB symptoms, prevention methods, treatment options, and stigma reduction—were shared in digestible formats including:

• Infographics

• Voice notes

• Short videos

• FAQs

• Testimonies from TB survivors

Each content piece was accompanied by brief explanations and moderated Q&A sessions, ensuring that participants understood the information and could discuss it openly.

In addition to proactive content sharing, misinformation management was a core focus. Any incorrect or misleading claims surfaced by participants were immediately addressed with scientifically verified responses, ensuring that false narratives were countered in real-time. This not only protected the integrity of the group discussions but also reinforced trust in the platform as a reliable source of knowledge.

Community Engagement and Behavioral Monitoring

To facilitate active dialogue and maintain user interest, GSoft Sols implemented a multi-tiered engagement strategy, featuring:

• Weekly discussion prompts on TB-related themes to foster interaction.

• Moderated Q&A sessions led by trained staff capable of responding with empathy and technical accuracy.

• Monthly surveys and polls to capture qualitative insights on user understanding, behavioral shifts, and perceived stigma.

• One-on-one follow-ups for participants needing individual clarification or psychosocial support.

These interactive elements not only helped humanize the communication but also provided valuable real-time feedback that informed further messaging and moderator training.

Monitoring, Moderation, and Quality Assurance

A quality assurance system was embedded within the initiative to maintain consistency, responsiveness, and ethical compliance. Key monitoring mechanisms included:

• Real-time supervision dashboards tracking group activity levels, message response rates, and engagement metrics.

• ≤ 8-hour response time policy, ensuring that all participant queries were addressed promptly.

• Flagging system for identifying misinformation, offensive content, or disengaged users, followed by moderator interventions.

• Internal audits and external monitoring by MAGP representatives, with full transparency into group activity.

All moderators were trained in cultural sensitivity, data confidentiality, and neutrality, and operated under strict ethical guidelines to protect participant identity and promote inclusive dialogue.

Monthly Reporting and Adaptive Learning

Each month, GSoft Sols submitted a comprehensive analytical report to MAGP, capturing quantitative metrics (e.g., number of messages sent, response times, user engagement rates) and qualitative insights (e.g., emerging misconceptions, content efficacy, regional variations in behavior).

These reports informed continuous refinement of messaging strategies, ensuring the campaign evolved in response to community needs. Key performance indicators (KPIs) included:

• Engagement rate per group

• Common themes in misinformation

• Feedback on clarity and usefulness of shared materials

• Behavioral trends related to treatment-seeking or stigma reduction

Insights from these reports helped tailor communication efforts, enhance moderator training, and strengthen participant retention strategies, ultimately maximizing the impact of the campaign.

Outcomes and Impact

By the conclusion of the project, GSoft Sols had achieved the following measurable outcomes:

• Sustained engagement across 360+ groups with <5% dropout rate.

• Real-time misinformation correction, limiting the spread of false health narratives.

• Improved TB awareness levels, as self-reported in post-campaign surveys.

• Behavioral intent shifts, with participants indicating greater willingness to seek treatment or support TB patients.

• Stigma reduction, evidenced by more open discussions about TB and increased peer support within groups.

This initiative stands as a testament to GSoft Sols’ ability to design, execute, and scale complex digital health communications programs that are grounded in cultural empathy, technical excellence, and results-driven strategies. By leveraging WhatsApp—a platform already integrated into the daily lives of millions—GSoft Sols was able to bridge information gaps, build trust, and create an informed, stigma-free community around TB awareness.

This model represents a replicable, scalable framework that can be adapted to address other public health priorities, reinforcing GSoft Sols' position as a leader in digital community engagement and social impact technology solutions.