C. Recommendations for ICT Companies on Stakeholder Engagement and Grievance Mechanisms 4 4.9 Stakeholder Engagement       Build relationships with stakeholders: In the ICT sector, many of the stakeholders are also potential customers. Companies in the ICT value chain should have an even greater incentive to get stakeholder consultation right from the start, whether it is with communities where services are being introduced (including on-line communities) or with individuals. Since many stakeholders will not be familiar with ICTs, there is a need for basic awareness raising of ICT users on the main issues that could affect them such as data protection (see Chapter 4.3 on Privacy), protecting identity online (see Chapter 4.1 on Freedom of Expression) and appropriate behaviour (see Chapter 4.2 on Hate Speech). Do not rely on Government to provide public information: Field research indicated very little Government engagement with local communities. This means it is left to companies to inform local communities about forthcoming changes in telecommunications services, about network roll out in their area, and about forthcoming construction of this network, while keeping local government involved and informed. Engage with (‘offline’) communities independently to build trust: Appropriate engagement from the start matters because it: i) demonstrates respect for the community, who have experienced either neglect or reprisals until very recently; ii) is a process for providing information to and receiving information from users or communities relevant to operations; iii) enables users or communities to raise concerns and grievances; and iv) helps both companies and users or communities to understand one another’s needs and expectations. There is still a high level of fear and distrust of Government and the military particularly in ethnic minority areas, given the history of human rights violations linked to the military. Companies should seek to consult communities as far as possible without the presence of military or police, and with minimal presence of local civilian authorities, so as to encourage open discussion. In some cases, trusted intermediaries may be required. Engage effectively with online communities: The growing availability of ICTs in Myanmar provides the opportunity for ICT companies (and others) to use social media, interactions through their websites, and text messaging to interact with stakeholders in a way that was not previously possible. Given the lack of online experience among the general population, companies will need to provide clear and accessible guidance, including what action is expected of stakeholders and how stakeholder views will be considered and reflected. Advertisements in official government newspapers should not be used as the sole means to publicise consultations. They are rarely read. Protect the identity of those consulted where they may be at risk: For online and offline consultation, companies will need to be concerned about the safety and security of those participating in the consultation and provide accurate information to participants about any risks of surveillance in participating in the consultations. Companies must also be particularly sensitive to undermining or exposing human rights defenders, especially land rights activists, to potential arrest and imprisonment, and respect anonymity if this is required. Engage meaningfully on network rollout: The ICT network’s physical footprint is individually small, but extensive when repeated multiple times at tower sites or along hundreds of kilometres of cable trenches. It ultimately affects a significant number of individuals. It is therefore important for the network providers and their contractors CHAPTER 4.9: STAKEHOLDER ENGAGEMENT & GRIEVANCE MECHANISMS 249