This thesis reconstructs the concept of International Non-Governmental Organization (INGO) accountability to beneficiaries through the development of a strategic model for INGO accountability to beneficiaries. It works through the history and arguments surrounding the rise of the debate around whether INGOs should be held accountable to their beneficiary populations. Unique definitions are developed for the terms and concepts related to this topic and a framework for understanding the strategic model for INGO accountability to beneficiaries is outlined: Accountable to whom? Accountable for what? Accountable how? A practical example of an internal assessment for measuring an INGO's accountability to beneficiaries is examined, analyzing data from Mercy Corps' internal accountability to beneficiaries survey conducted in 2010. This thesis defines accountability to beneficiaries as the process of justifying and being responsible for the manner and results of one's actions to any individual or group who is a member of the society whose interests the project or program is intended to promote. The main conclusions from this thesis are that the traditional model should be expanded to be more strategic and include a) a broader beneficiary and stakeholder population who may be affected, either positively or negatively, by the actions of an INGO, b) the actions of all members of the organization, and c) the enduring impacts of their work over time. Accountability to beneficiaries is a concept that can be applied to all INGO projects in a way that requires minimal resources and will ultimately improve the quality of the services delivered.

While aiming to reach results (such as improved health status) humanitarian workers in aid organizations such as Red Cross and Red Crescent Movement (RCRCM)[1], make use of outcomes in related global forums, standards and networks. Common concepts discussed related to humanitarian action are the following ones: effectiveness, local ownership and mutual accountability. In addition, concepts such as Results Based Management (RBM), highlighting the importance of delivering and accounting for results influences humanitarian organizations. Donors such as governments are pushing for RBM. The RBM reform impacts Swedish aid policy and RCRCM in Sweden, represented by Swedish Red Cross. However researchers and civil society actors find that RBM is not a silver bullet to facilitate results.   Dialogue with beneficiaries goes back to the beginnings of humanitarian action, but dialogue using social media to capture beneficiaries’ views started only around a decade back.   In this case study, I investigate RCRCM and focus on Swedish Red Cross. In particular I explore the following research problem: how does beneficiary communication and accountability using social media contribute to reaching and measuring results?   My data includes individual and focus group interviews and RCRCM guiding documents. Conclusions include that: indeed beneficiary communication and accountability contributes to reaching results and have potential to better capture results. Direct RCRCM organizational benefits are potentially huge given RCRCMs extensive worldwide community level network. The benefits include better access, more relevant activities and funding opportunities. However challenges include perceived lack of expertize, management commitment and generally slow change of mind set with regards to downward accountability. [1] A) The International Committee of the Red Cross (ICRC), B) the International Federation of Red Cross and Red Crescent Societies (IFRC) and C) national societies in 189 countries around the world (see section 2.1) / När biståndsarbetare i hjälporganisationer som rödakorsrörelsen (RCRCM)[1], arbetar för att nå resultat (såsom bättre hälsa för utsatta människor) använder de sig ofta av de ambitioner som vuxit fram i biståndsrelaterade globala fora, nätverk och standards såsom: effektivitet, lokalt ägarskap samt ömsesidigt ansvarsskyldighet och ansvarsutkrävande. Samtidigt har begrepp som ”result based management” (RBM) fått stort inflytande på humanitära organisationer när det gäller vikten av att nå och visa på konkreta resultat. Finansiärer, såsom regeringar, ställer allt tuffare krav på RBM metodik används genom ett starkt inflytande på svenskt bistånd och därmed på RCRCM i Sverige, företrätt av Svenska Röda Korset. Dock finns både forskare och humanitära organisationer civila som hävdar att RBM knappast är någon patentlösning vare sig för att nå eller visa på resultat. Medan dialog med biståndsmottagare funnits så länge bistånd funnits har systematisk dialog med hjälp av sociala medier för att få förmånstagarnas synpunkter bara skett ett tiotal år. I denna fallstudie undersöker jag RCRCM med fokus på Svenska Röda Korset. I synnerhet studerar jag följande forskningsproblem: hur bidrar dialog med och ansvarighet gentemot förmånstagare som sker med sociala medier till att nå och mäta resultat?Mitt material inkluderar individuella- och fokusgruppsintervjuer samt studier av RCRCMs styrdokument. Slutsatser inkluderar att: direkta organisatoriska fördelar för RCRCM av dialog med mottagare är potentiellt enorma givet RCRCM världsomspännande lokala nätverk. Fördelarna inkluderar ökad möjlighet att nå de mest utsatta, mer relevanta insatser och bättre finansiering. Bland utmaningarna som lyfts är brist på expertis och ägarskap hos organisatio-nens ledning och svårighet till byte av ’mind set’ vad gäller nedåtgående ansvarighet. [1] A) Internationella rödakorskommittén (ICRC), B) Internationella rödakors-och rödahalvmånefederationen (IFRC) och C) nationella föreningar in 189 länder i världen (se sektion 2.1)