5 Things We Learned Collecting 3,352 Stories About Agent Orange Exposure
by Terry Parris Jr. ProPublica, Nov. 11, 2015, 9:00 am
It’s not the size of the community that matters. It’s about finding the right one.
At the end of June, ProPublica and The Virginian-Pilot kicked off an investigation into the potential effects of Agent Orange on the children and grandchildren of Vietnam War-era veterans. But we didn’t do it with a traditional story. We did it with a request. We asked these vets to tell us about their exposure to the toxic defoliant with a 35-question survey about their experience.
At ProPublica, we spend a lot of time thinking about the right questions to ask in the callouts that accompany our investigations. But the biggest one is often internal: “Will this resonate?”
We had our answer a week later. More than 1,000 vets or their family members had shared a story with us. We seem to have gotten that bang right out of the gate because we connected with a community that feels ignored and betrayed by the VA and the U.S. government by giving them an avenue to share their stories. The vets I spoke with said this over and over again. Feeling harmed and ignored can be major participation drivers for crowd-powered projects, and this one hit on both.
Over the next four months, people shared more than 3,350 stories and more than 500 pictures with us. We’ve received hundreds of follow-up emails and a dozen letters in the mail, including two from veterans who printed out our survey to fill it out. I went through the form with two others by phone to help them complete it.
You could look at the response and think, “Wow, that investigation must be tearing up Chartbeat.” But that’s not exactly the case 2014 or the point. Our goal isn’t to find the biggest audience; it’s to find the one that can help us report this story.
Here’s a closer look at how we got thousands of veterans and their loved ones to share their stories with us and what we learned in the process.
1. Holy crap, email!
Emailing with survey respondents is the single most important thing we have done to build a community out of this project. I now joke that I have 3,000 new best friends. Many of the people who completed our form now keep me updated on their progress fighting for benefits at the VA, or send notes about how their health is doing and elaborate 2014 in great detail 2014 about their time in Vietnam. Our partners at The Virginian-Pilot have also helped us spread the word, teaming up with us on reporting and bringing the survey to veterans groups in Virginia.
We collect the stories through Screendoor 2014 a robust form and database tool. The platform allows us to bulk message anyone and everyone who has shared their story with us. Every time we publish a new Agent Orange story, we send them a message. When we hit a project milestone, we send a message. If we’re looking for additional information, we send a message.
When I want to interview a specific segment of the community (veterans from a particular military branch, for instance), I filter our list and send them a message. With each email, we remind respondents to share the survey, to send us documents and images and to offer up feedback. (Always be looping!)
2. The right community isn’t always the biggest
This isn’t to say we don’t want millions of people reading our stories and submitting tips. But in our crowd-powered projects, we’d rather get a small number of relevant tips from people with direct knowledge and experience in a particular story than higher engagement from an audience that’s just passing through. Finding this “right” audience starts with research. Here are some preliminary questions we ask:
- Who cares about this story?
- Where are they, online and geographically?
- What can they contribute to my story?
- How can I get them to contribute?
The answers will help you narrow the scope of your survey and outreach efforts, but should deepen the engagement.
Our research for the Agent Orange project turned up dozens and dozens of Facebook pages, veteran-run websites, various organizations and nonprofits and a handful of subreddits. No group was too small. Many vets mentioned “Facebook” or “my Facebook group” as the spot where they got most of their Agent Orange updates, and Facebook became a huge driver of distribution for the survey. In monitoring Facebook, if I saw that someone had shared one of our stories, I would follow up in the comments by posting our survey.
3. If you’re not listening, you’re doing it wrong
One question to ask at the beginning of a crowd-powered project is: How are we going to report this out? What can we do to build stories, updates or other content around what people in this community are discussing and sharing? How can we show we’re listening to them? We aim to report something that we’ve learned from our community about once a month. Each piece gives us a reason to recirculate the survey and contribute valuable content to community. With each post, we saw our biggest jumps in survey participation.
Here are some of the things we published:
- Agent Orange Act Was Supposed to Help Vietnam Veterans 2014 But Many Still Don’t Qualify
- Why We’re Investigating the Impact of Agent Orange
- 40 Years After Vietnam, Blue Water Navy Vets Still Fighting for Agent Orange Compensation
- Blue Water Veterans Share Their Agent Orange Stories
4. Iterate with your community
You never truly know how the community is going to react to a crowd-powered project. It’s hard to anticipate what is going to resonate and what will be a colossal failure. But keep this in mind: If you collect even one story, you have one person that probably has an opinion on what you could do better. Ask them. It’s real-time user testing and it’s invaluable. Here’s how we iterated based on feedback from the community and why.
Added an “upload file” field (what you don’t know the community will tell you, part 1)
When we launched the survey, we weren’t thinking about images or documents. But someone in the community was. One of the vets who filled out the form replied to our automated confirmation message with a handful of pictures from the war. The next day, I added a file upload field along with ProPublica’s postal address and asked people to share their images. We’ve now collected nearly 500 images, including about a dozen via snail mail.
Added more locations (what you don’t know the community will tell you, part 2)
Agent Orange wasn’t sprayed JUST in Vietnam. We had a drop down menu for location of service that included South Vietnam, the U.S., Laos, Cambodia, At Sea and an open field. We started getting a lot of “Thailand” and “Korea” in the open field. We decided to make those specific options. There were also specific communities for both Agent Orange in Thailand and in Korea that we wanted to target. Breaking these out added a level of personalization to the form for vets who were exposed in these areas.
Made our questions clearer (how to avoid messy data, part 1)
Screendoor has a feature that shows how