Jayne Cravens: On Volunteerism & Volunteer Management

On Volunteerism & Volunteer Management

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This section of my web site serves as a portal to the various volunteerism and volunteer-management resources I've created or which I've contributed to, and to house original work that is not under the auspice of another organizations.
Here you will find:

my essays and resources about volunteer engagement/management and volunteerism (community engagement) not published elsewhere, including the popular "Myths About Online Volunteering," and several resources regarding international volunteering, and employees on-loan/corporate volunteers (these are listed below).

various volunteerism and volunteer engagement/management resources I've created, or to which I've contributed, for other organizations, including the United Nations, on subjects such as online volunteering/virtual volunteering, using handheld technologies as part of volunteering activities, online mentoring, and the essential role volunteers play in community technology centers/community media centers, particularly in developing countries (these are listed below).

my own experiences as a volunteer and my thoughts on volunteer motivations, volunteer engagement/management and volunteerism in general.

my favorite resources regarding volunteer engagement/management and volunteerism, outstanding and essential books and online resources from trusted, established people and organizations.

resources for volunteers: advice for teens who want to volunteer, advice for volunteers who want to hold a fundraising event, advice for people who want to volunteer abroad, and so much more.

my essays and resources about volunteer management and volunteerism not published elsewhere:

Myths About Online Volunteering (Virtual Volunteering)
Online volunteering means unpaid service that is given by volunteers via the Internet. It's also known as virtual volunteering, online mentoring, ementoring, evolunteering, cyber volunteering, cyber service, telementoring, online engagement, and on and on. Here is a list of common myths about online volunteering, and my attempt to counter them.

Studies and Research Regarding Online Volunteering / Virtual Volunteering
While there is a plethora of articles and information about online volunteering, there has been very little research published regarding the subject. This is a compilation of publicly-available research regarding online volunteering, and a list of suggested possible angles for researching online volunteering. New contributions to this page are welcomed, including regarding online mentoring programs.

Micro-Volunteering and Crowd-Sourcing: Not-So-New Trends in Virtual Volunteering/Online Volunteering
Back in the 1990s, I called it byte-sized volunteering: online volunteering tasks that take just a few hours or a few days to complete, like translating some text into another language, gathering information on one topic, tagging photos with certain keywords, etc. Now, the hot-new term for this is micro-volunteering. It's no different than offline, episodic volunteering; just as volunteers who come to a beach cleanup or participate in a Habitat for Humanity work day don't undergo a criminal background check, don't receive a long pre-service orientation, don't fill out a lengthy volunteer application form and may never volunteer with the organization again, online volunteers that participate in a micro-volunteering task may get started on their assignment just a few minutes after expressing interest. But just as offline episodic volunteering like beach cleanups are more about building relationships, creating more awareness and cultivating more supporters, micro-volunteering needs to have the same goals in order to be worth doing, and that takes having established, tried-and-true volunteer management standards in place.

Required Volunteer Information on Your Web Site
If your organization or department involves volunteers, or wants to, there are certain things your organization or department must have on its web site - no excuses! To not have this information says that your organization or department takes volunteers for granted, does not value volunteers beyond money saved in salaries, or is not really ready to involve volunteers. Here is what absolutely should be on your web site regarding volunteers
Mission statements for your volunteer engagement
(Saying WHY your organization or department involves volunteers!)
In addition to carefully crafting the way you talk about the value of volunteers, your organization should also consider creating a mission statement for your organization's volunteer engagement, to guide employees in how they think about volunteers, to guide current volunteers in thinking about their role and value at the organization, and to show potential volunteers the kind of culture they can expect at your organization regarding volunteers.
Screening Volunteers for Attitude
When an organization involves volunteers in high-responsibility, long-term roles, volunteer turnover can be a program killer. Screening is vital to finding the right people for high-responsibility, long-term volunteer roles, particularly those where the volunteer will work with clients and the general public, and to screen out people who may be better in shorter-term assignments or assignments where they would not work with clients or the general public, or who would not be appropriate in any role at the organization.
Recruiting Local Volunteers To Increase Diversity Among the Ranks
Having plenty of volunteers usually isn't enough to say a volunteering program is successful. Another indicator of success is if your volunteers represent a variety of ages, education-levels, economic levels and other demographics, or are a reflection of your local community. Most organizations don't want volunteers to be a homogeneous group; they want to reach a variety of people as volunteers (and donors and other supporters, for that matter). This resource will help you think about how to recruit for diversity, or to reach a specific demographic.
Creating One-Time, Short-Term Group Volunteering Activities
Details on not just what groups of volunteers can do in a two-hour, half-day or all-day event, but also just how much an organization or program will need to do to prepare a site for group volunteering. It's an expensive, time-consuming endeavor - are you ready? Is it worth it?
Make All Volunteering as Accessible as Possible
Tips for creating an accommodating and welcoming environment for volunteers with disabilities.
Using Third Party Web Sites Like VolunteerMatch to Recruit Volunteers
There are lots and lots of web sites out there to help your organization recruit volunteers. You don't have to use them all, but you do need to make sure you use them correctly in order to get the maximum response to your posts.
Keeping Volunteer Information Up-to-Date
Keeping track of volunteer information is a challenge. At minimum, an organization has to keep track of volunteers' up-to-date email address and phone number. Organizations also need volunteers to report what they are doing as volunteers and how many hours they are contributing -- each day, each week or each month. Having this information for volunteers is vital to the sustainability of volunteer involvement. This page offers suggestions on how to keep volunteer information up-to-date, with the goal of getting the information your organization needs with minimal effort on your part.
Listing of Volunteer Management Software
Some of the most frequently-asked questions to me are regarding volunteer management software: what's available, how different packages compare with each other, the cost of each, the features of each, and on and on. I do not have the resources to create a comparison of the different volunteer management software. I've created this page to offer criteria to help organizations choose volunteer management software, and to help someone who might want to create a comparison of such software, as well as to offer a listing of volunteer management software I know about (but with no comment or description of the software -- just links to the producing company's web sites).
Using Video to Support Online Volunteers/Remote Volunteers.
Video is a great way to further support volunteers, and your computer probably already has all of the tools you need to make a video, or to engage in a live video conversation with others. Video isn't something to use only with online volunteers or remote volunteers (those providing onsite service at a different location than yours). It's also a tool you can use with new and current volunteers. In addition to an organization producing videos for volunteers, it can also work the other way around: volunteers can produce videos for organizations. This resource provides information on your options, and links to my own short video on the subject.
Using Real-Time Communications With Volunteers
A growing number of organizations are using real-time communications -- including video conferencing, online phone calls, chats and instant messaging -- to hold online meetings with volunteers, to allow volunteers to interact with staff, clients, or each other, or to involve volunteers in a live, online, real-time event. This resource provides more information on real-time communications with volunteers -- what the various tools are, how agencies are using them to interact with volunteers, and tips to encourage and maintain participation in synchronous communications.
NetSquared and the New Wave of Online Volunteering
(and maybe all volunteering)
Tiny nonprofit organizations with very little staff are doing extraordinary things with volunteers, and making their volunteers feel included and energized, not with pins and t-shirts but through greater and more-meaningful involvement. This conference provided endless examples of such, and I summarize them here.
Recognizing Online Volunteers & Using the Internet to Honor ALL Volunteers
Recognition helps volunteers stay committed to your organization, and gets the attention of potential volunteers -- and donors -- as well. Organizations need to fully recognize the efforts of remote, online volunteers, as well as those onsite, and not differentiate the value of these two forms of service. Organizations should also incorporate use of the Internet to recognize the efforts of ALL volunteers, both online and onsite. With cyberspace, it's never been easier to show volunteers -- and the world -- that volunteers are a key part of your organization's successes. This new resource provides a long list of suggestions for both honoring online volunteers and using the Internet to recognize ALL volunteers that contribute to your organization.
Short-term Assignments for Tech Volunteers
There are a variety of ways for mission-based organizations to involve volunteers to help with short-term projects relating to computers and the Internet, and short-term assignments are what are sought after most by potential "tech" volunteers. But there is a disconnect: most organizations have trouble identifying such short-term projects. This is a list of short-term projects for "tech" volunteers -- assignments that might takes days, weeks or just a couple of months to complete.
Promoting your volunteering program internally
Too often, the first position cut at an organization facing financial difficulties is the volunteer coordinator. Most people in these positions, I'm sorry to say, do a poor job of making sure that every staff member at their organization knows the time and expertise they bring to the position, and the essential nature of their role in recruiting and supporting volunteers. The volunteer coordinator should make sure he or she is seen as also absolutely essential to the organization. This page talks about how a volunteer coordinator can make sure the board, all paid staff and all volunteers at an organization know the essential value of not only volunteers, but also the volunteer coordinator.
COMMENTARY: The Growing Digital Divide Among Nonprofit Organizations /
Civil Society in the USA (and maybe it's not just digital)
I'm seeing a disturbing trend: a gap between those organizations who are using the Internet in a myriad of ways to support their missions, and those who are still largely on the sidelines and not using network technologies in working with their volunteers. The question is, are these sidelined nonprofits there because of lack of access to resources, of lack of will to embrace them?
Why Should the Poor Volunteer? It's Time To Re-Think the Answer
Editorial: When volunteering is so often presented just one way -- as a state-sanctioned free labor activity -- reluctance and even hostility by the unemployed, the cash-strapped and the disenfranchised are completely justified. If governments and donors want volunteerism campaigns in poor communities to lead to more volunteering, they must radically update their message.
Vetting Organizations in Other Countries
One of the frequently asked questions I receive is: "how do I know if a mission-based organization in another country is 'for real'? I want to volunteer/donate to such, but first, I want to make sure it's a credible organization, that it's not some sort of scam, or an 'organization' of just one person." This list of suggestions is my answer.
Hosting International Volunteers
More and more local organizations in developing countries are turning to local expertise, rather than international volunteers, to support their efforts. However, the need for international volunteers remains, and will for many, many years to come. This resource provides tips for local organization in a developing countries interested in gaining access to international volunteers.
Being an Online Mentor: A Real Relationship, A Real Commitment
(What I've Learned as an Online Mentor)
In addition to researching and compiling information online mentoring for many years, and helping to create online mentor programs, I have also had the pleasure of serving as an online volunteer mentor on several occasions. Mentoring someone online takes real time and commitment. The work required for online mentoring doesn't happen only at the most convenient time for the volunteer. I have learned a lot by being a part of these online mentoring programs and share my experiences and advice for online mentoring here.
Essential/Favorite Resources Regarding Volunteer Management and Volunteerism
There is a plethora of resources promoting volunteerism, and at long last, the number of volunteer management resources has grown significantly. But which are "the best"? This is a list of my favorite resources relating to volunteerism and volunteer management -- books and online resources from trusted, established people and organizations that I believe should be required reading of anyone who recruits and supports volunteers.
Please, No More Volunteer-Matching Web Sites
Please, no more volunteer matching sites for North America. There are plenty. In fact, in my opinion, there are too many. If you insist on launching such a site, I offer this advice.
Pro Bono / In-Kind / Donated Services for Mission-Based Organizations:
When, Why & How?
There are all sorts of professionals who want to donate their services -- web design, graphic design, human resources expertise, legal advice, editing, research, and so forth -- to mission-based organizations. And there are all sorts of nonprofits and NGOs who would like to attract such donated services. But often, there's a disconnect -- misunderstandings and miscommunications and unrealistic expectations that lead to missed opportunities and frustrating experiences. This resource, prompted by the topic coming up at the same time on a few online discussion groups I read, is designed to help both those who want to donate professional services and those who want to work with such volunteers. It's applicable to a variety of situations, not just those involving computer and Internet-related projects.
Finding a Computer/Network Consultant (volunteer or paid)
Staff at mission-based organizations (nonprofits, civil society organizations, and public sector agencies) often have to rely on consultants, either paid or volunteer, for expertise in computer hardware, software and networks. Staff may feel unable to understand, question nor challenge whatever that consultant recommends. What can mission-based organizations do to recruit the "right" consultant for "tech" related issues, one that will not make them feel out-of-the-loop or out-of-control when it comes to tech-related discussions?
The Pitfalls of Having a Program Sponsor
(and suggestions for mission-based organizations on how to avoid them)
For-profit companies, particularly large corporations, often sponsor specific programs at mission-based organizations (non-profit organizations, non-governmental organizations/NGOs, civil society, school, etc.), providing funding, donated staff time, and in-kind equipment and services to help launch and maintain a program. In most ways, this is a blessing for the mission-based organization. But there are often hidden costs that lead to frustrations for everyone involved. This is a list of some of those hidden costs, and ways they can be avoided.
Online Discussion Groups for Volunteers
How asynchronous communications (email-based online discussion groups, web-based bulletin boards and USENET) can be used to communicate with volunteers and to allow volunteers to communicate with each other. Includes examples and links to more information.

volunteerism and volunteer-management resources I've created, or to which I've contributed, for other organizations, including the United Nations:

The Online Volunteering service (formerly at NetAid), allows organizations serving the developing world to recruit and involve online volunteers. In addition to the recruitment and management features on the site, the service also provides extensive information to help both organizations and individuals to get the most out of online volunteering.
The UNITeS, the United Nations Information Technology Service, an initiative launched by the UN Secretary General that promotes volunteerism as fundamental to information and communications technologies for development (ICT4D). Two resources in particular were developed by me:
- Using Instant Messaging to Work With Volunteers: Benefits and Suggestions
  The advantages of using Instant Messaging (IM) with volunteers, based on feedback from various online discussion groups, from the staff experiences of the United Nations Information Technology Service, and various other resources. Here is the archived version from November 2002, and here is the updated version.
- Handheld computer technologies in community service/volunteering/advocacy
  Examples of volunteers/citizens/grass roots advocates using handheld computer / personal digital assistants (PDAs) or phone devices as part of community service / volunteering / advocacy, or examples that could be applied to volunteer settings. Also included is a section on Advocacy, and a listing of Online Software Directories for Handhelds.
- Volunteers: Essential to ICT projects in developing countries
  Why the UNITeS initiative believed that volunteers are an essential and fundamental element to the success of information and communications technology (ICT) efforts in underdeveloped communities.
- Assisting Others As An Expert Volunteer
  This article was part of the online Knowledge Base hosted by UNITeS. It is an example of the kinds of resources that were a part of the UNITeS Knowledge Base to help volunteers applying ICT in the developing world, and to help organizations who wanted to involve such volunteers.
- UNITeS Contributions to the UNESCO Multimedia Training Kit
  The UNV staff managing the UNITeS initiative was invited to prepare a module on volunteers in telecentres and community media organizations for the UNESCO Multimedia Training Kit (MMTK). The module includes a slide show presentation, exercises, case studies and trainer notes.
Communicating with Volunteers: Making the Most of Your Options, practical tips on using various communications means, including the Internet, to engage and support volunteers. This module is featured in e-Volunteerism, a quarterly subscription-based online publication spearheaded by two internationally-known volunteerism consultants, Steve McCurley and Susan J. Ellis. e-Volunteerism caters to volunteer leaders/managers who want to go beyond the usual, basic volunteerism issues, and delve into more advanced, complex issues. This is part of an overall module I prepared for Everyone Ready , an extensive volunteer management staff development plan for national organizations by Energize, Inc.
The Virtual Volunteering Project, which, when I directed it from December 1996 to January 2001, encouraged and assisted agencies in the development and success of volunteer opportunities that can be completed via home or work computers and the Internet, and helped agencies use the Internet to manage all volunteers and connect with volunteer management resources. This included the most comprehensive information available, on or offline, regarding online mentoring programs and best practices.
"Virtual Volunteering: Online Volunteers Providing Assistance to Human Service Agencies", in Human Services Online: A New Arena for Service Delivery , which was co-published simultaneously as the Journal of Technology in Human Services, Volume 17, Numbers 1 and 2/3 2000, by The Haworth Press
"Online Mentoring: Programs and Suggested Practices as of February 2001", in Technology-Assisted Delivery of School Based Mental Health Services: Defining School Social Work for the 21st Century, which was co-published simultaneously as the Journal of Technology in Human Services, Volume 21, Numbers 1/2 2003, by The Haworth Press
"Challenges of International Online Volunteering: Re-Learning Words, Transcending Boundaries", September 2004, in The Journal of Volunteer Administration, Volume 22, Number 3, published by the Association for Volunteer Administration (AVA).
"Learning From The 'Not-So-Nice' Volunteers," published by Merrill Associates as the Topic of the Month for December 2004
Sanchez Elementary School Online Mentoring Program
Jayne designed this program, designed the web site, and recruited, screened and trained the online volunteers who participated in this program to mentor two classes at Sanchez Elementary School in Austin, Texas, as part of the Virtual Volunteering Project. This web site, sans mentor and student information and interactive functionality, is provided to help others, particularly schools, to develop their own online mentoring programs.
AmeriCorps for Community Engagement and Education Program (ACEE)
VISTA School Volunteer Management Handbook
A resource guide from 1998 for VISTAs in charge of managing school-based volunteers for Sanchez Elementary School in Austin, Texas through the ACEE program, and a good model for managing school-based volunteers anywhere.
Community Engagement and Volunteerism Resources for Texas K-12 Schools
Part of the Texas Education Network (TENET), this web portal is for school administrators, teachers, parent/family volunteers, and others who coordinate volunteer and community partnership activities between schools and other organizations, including businesses. It has become a nationally-recognized web site. To view the site, cut and paste http://www.serviceleader.org/old/schools/ into archive.org.
Part of the Texas Education Network (TENET), this web portal is for school administrators, teachers, parent/family volunteers, and others who coordinate volunteer and community partnership activities between schools and other organizations, including businesses. It has become a nationally-recognized web site. To view the site, cut and paste http://www.serviceleader.org/old/schools/ into archive.org.
Various comments made per volunteerism-related topics at Energize, Inc Hot Topic of the Month) and E-Volunteerism

view my reviews of volunteerism books at:

resources for volunteers:
(note that some these go to a different part of my web site that includes advertising)

Reality Check: Volunteering Abroad (especially for citizens of the USA)
Times have changed drastically in the last 30 years regarding Americans and other "westerners" volunteering in other countries. The emphasis in local relief and development efforts is to empower local people, and to hire local people, whenever possible, to address their own issues, build their own capacities, and give them employment. This strategy is much more beneficial to local communities than to bring in an outside volunteer. That said -- the days of international volunteers are NOT numbered: there will always be a need for international volunteers, either to fill gaps in knowledge and service in a local situation, or because a more neutral observer/contributor is required. This new page provides tips on gaining the skills and experience that are critically needed to volunteer overseas.
Volunteering To Help After Major Disasters
Whenever a disaster strikes, hundreds -- even thousands -- of citizens in the USA start contacting various organizations in an effort to try to volunteer onsite at the disaster site. But what many of these people don't realize is that spontaneous volunteers with no training and no affiliation can actually cause more problems than they alleviate in a disaster situation, particularly regarding disaster locations far from their home. If you want to be a part of the mobilization for a future disaster, here are tips to help you get into "the system," get training, and be in a position to make a real difference.
Ideas for Funding Your Volunteering Abroad Trip.
Detailed information on Finding Community Service and Volunteering for Teens.
Detailed advice for volunteer groups / group volunteering.
Creating or Holding a Successful Fund Raising Event by volunteers.
Ideas for the Girl Scouts Gold and Silver Awards

Kofi Annan and Online Volunteering
(I made the UN Secretary General laugh)
A personal commentary about my encounter with Mr. Annan at the World Summit on the Information Society (WSIS) in 2003.

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