OSI-OSA-04
Outreach & Social Impact
Outreach & Social Action
CORE
Excellence
v2.9.7
Digital outreach quality (SEO, reply time)
Evaluating the quality, accessibility, and effectiveness of the organization's digital outreach, this metric examines technical website optimization (SEO), compliance with data/accessibility laws, and a disciplined, human-centered approach to handling online inquiries (responsiveness and tone). Rooted in the principle of ihsan (excellence), effective digital communication reflects husn al-khuluq (good character) in public engagement. Providing timely and courteous responses fulfills the amanah (trust) of community service, ensuring outreach is conducted with wisdom.
Assessment Questions
- Does the organization have a documented SLA (e.g., <24h acknowledgment) and a triage protocol for urgent/safeguarding inquiries?
- Is the website compliant with WCAG 2.2 AA accessibility standards, and are alternative contact methods available?
- Are digital compliance measures (Privacy Notice, Cookie Banner, Secure Forms) fully implemented?
- Does the organization use a ticketing system or formal log to track inquiry response times and outcomes?
- Is there a 'Digital Adab & Tone Guide' to ensure communications reflect Islamic principles of gentleness (Rifq) and sincerity?
- How is SEO managed? Is there evidence of technical optimization (sitemaps, meta tags) and content updates?
Evidence Requirements
- SLA document and performance reports (e.g., ticketing system export or manual log) showing response times.
- Accessibility audit report (WCAG 2.2 AA) or remediation plan, plus Accessibility Statement URL.
- Screenshots of Privacy Notice, Cookie Consent banner, and secure form indicators (https/lock icon).
- Safeguarding/Urgent Triage protocol document.
- Digital Adab/Tone Guide and sample responses (redacted).
- SEO health report (e.g., Google Search Console, site audit) showing indexation and technical health.
Scoring Guidelines
| Level | Rating | Description |
|---|---|---|
| 5 | 5/5 | Exemplary (Iḥsān): Median first response <8 business hours. Proactive content strategy based on data. Full accessibility compliance. High engagement metrics. |
| 4 | 4/5 | Proficient: Median first response <24 business hours. Ticketing system or formal log used. SEO actively managed. Compliant with privacy/accessibility laws. |
| 3 | 3/5 | Defined: SLA defined (e.g., <48h) and generally met. Basic SEO and privacy notices in place. Manual logging of inquiries. |
| 2 | 2/5 | Developing: Basic digital presence. Inconsistent response times. Ad-hoc SEO. Some compliance gaps (e.g., missing cookie banner). |
| 1 | 1/5 | Ad-hoc: No defined process for inquiries. Website outdated or inaccessible. Significant compliance risks. |
Discussion (1)
Administrator
2026-03-07 12:06:36.990507
📋 **Version updated: 1.0.0 → 2.9.7** **Changes:** Full import from mizan-297.json
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