ASHGABAT CONSULAR OUTREACH - SOMETHING OLD, SOMETHING NEW,

UNCLAS SECTION 01 OF 02 ASHGABAT 000880

SIPDIS

SIPDIS

SENSITIVE

E.O. 12958: N/A
TAGS: CVIS CACS CMGT PREL SCUL TX

SUBJECT: ASHGABAT CONSULAR OUTREACH - SOMETHING OLD, SOMETHING NEW,
AND SOMETHING BORROWED

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1. SUMMARY: Over the last year, AmEmbassy Ashgabat looked for both
traditional and creative opportunities to expand its consular
outreach program. Working with other Embassy offices, notably
Public Diplomacy and Peace Corps colleagues, the consular section
has developed continuing programs to provide transparent,
consistent, and accurate information about visa and consular
services. Combining "old" techniques like fliers and town hall
meetings, "new" techniques like introducing a direct visa
information telephone line and conducting seminars for Peace Corps
volunteers, and by "borrowing" other Posts' innovative best
practices, Ashgabat continues to look for new opportunities to
improve consular outreach. END SUMMARY.

BACKGROUND: OUTREACH IN TURKMENISTAN


2. In an environment of tight governmental information control (a
moratorium on new Internet accounts was lifted only several months
ago),consular outreach is a challenge. Many best practices that
serve other Posts are not practical here. For example, given the
limited Internet access, most Turkmenistanis have trouble accessing
the Embassy website and many do not feel comfortable navigating the
web for information. It has also been difficult to publicize visa
changes and other consular news in the newspapers. Post cannot buy
ad space. Embassy press releases must be sent far in advance via
diplomatic note. A large number of applicants still find out about
changes to the visa procedures by reading announcements posted on
the public information board on the street outside the Embassy.
Even as Post hopes to capitalize on future expanded internet usage
and what we hope will be a more liberal press climate, Post
anticipates continuing to rely on tried-and-true "old school"
methods of communicating consular news through handouts and
posters.

TOWN HALL MEETING: AMCITS - FEW, BUT ENGAGED


3. On August 8, Post held its first town hall meeting in years for
the expatriate American community. All American citizens present in
Turkmenistan were invited by Warden Message, along with adult
foreign national dependents of registered Americans. The consular
section followed up the invitation by calling every registered
private American citizen to personally extend the invitation and
ensure that the Warden Message had been received.


4. Although there are few private American citizens living in
Turkmenistan - and fewer during the summer, when American teachers
from the Ashgabat International School are usually in the United
States - the turnout was better than expected. Eight of the ten
private American citizens present in Ashgabat attended, along with
one foreign spouse and an equal number of Mission officers and
family members.


5. During the meeting, the Charge welcomed the guests and gave a
brief overview of U.S.-Turkmenistan relations. Post's newly arrived
Deputy Chief of Mission was introduced, as was the new RSO, who gave
a briefing on personal security tips. The Consular Chief discussed
American citizen services issues, highlighting the benefits of
practical training Post's ACS FSN received from a week spent
shadowing colleagues at AmConsulate Frankfurt's Special Citizen
Services and Passport sections. Overseas voting materials were
distributed, including printouts of state-specific information.
Finally, the consular chief discussed visa issues in general and
offered suggestions of appropriate ways for American citizens to
direct friends and contacts to visa information. The invitees were
very engaged during the question and answer session, which lasted
twice as long as the planned presentations. Based on feedback
received from attendees, Post developed a strategy to better
disseminate event information to resident American citizens.

VISA INFORMATION PROGRAM: IMPROVING ACCESS AND EFFICIENCY


6. In a country where it is hard to disseminate information through
the media, people rely heavily on learning through word of mouth.
The obvious downside, for consular information sharing, is that
"word of mouth" is a notoriously inefficient way of spreading
technical information and that information is often incorrect. In
October 2006, coinciding with the rollout of EVAF, Post introduced a
visa appointment system, as well as a visa information program to
provide direct, transparent, manageable access to the consular
section. Rededicating a seldom-used fax line, the consular section
started a direct-dial Visa Information Line that is staffed 9 hours
a week, responding to visa inquiries and appointment requests. Not

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only has the Visa Information Line been well received by applicants,
but consular staff have found that having set hours to address
public inquiries allows them to have predictable blocks of
uninterrupted time to better meet other work goals.


7. Borrowing best practices shared by our colleagues from Embassy
Dakar and Embassy Tbilisi, the Consular Section designed three sets
of business cards for Embassy officers and staff to distribute to
contacts. One card advertises the Visa Information Line, in
English, Russian and Turkmen, providing the hours of operation and
the consular section public email address. A supplementary card
lists, in Turkmen and Russian, five steps to prepare for and obtain
a visa appointment. A third card, in English, provides routine and
emergency contact information for American Citizen Services. These
cards allow Embassy officers, Peace Corps volunteers, and even
private American citizens to direct visa and consular inquiries to
the consular section without becoming inappropriately entangled in
particular cases. The Visa Information line cards have been so
popular that they are already in their sixth printing.

WORKSHOP FOR PEACE CORPS VOLUNTEERS


8. At any given time, the Peace Corps has more than 50 volunteers
serving as health care educators and language teachers throughout
Turkmenistan. Peace Corps volunteers (PCVs) often receive inquiries
about visa issues. Recently, the consular section held a session
for PCVs to provide techniques for responding to visa inquiries.
After a general discussion of visa regulations, including section
214b of the Immigration and Nationality Act, PCVs performed role
plays of common scenarios in which they might be approached for
information or pressured for assistance. Several participants said
that one scenario, where a school director attempted to pressure a
PCV teacher to obtain a student visa for her adult son, matched
their own experiences. Feedback from PCVs on the usefulness of this
session has been very positive, and Post plans to repeat this
program with incoming classes.

STUDENT VISA OUTREACH


9. This summer, the consular staff attended an educational fair
sponsored by American Councils for International Exchanges (ACCELS)
and IREX in Ashgabat, providing stacks of Visa Information Line and
"5 Steps to Applying for a U.S. Visa" cards along with student visa
specific handouts. Several weeks later, the consular chief gave a
talk on student visas at the American Corner in Turkmenabat, the
capital of Lebap province, attended by a standing-room crowd.
Although consular staff was unable to attend ACCELS/IREX educational
fairs in other provincial capitals, the consular section prepared
packages of cards and handouts for fairs and American Corners
throughout the country.


HOAGLAND