Managing online volunteers: six tips
Abstract
Online volunteers are a great addition to regular volunteers, adding diversity and a wider range of knowledge and skills. Although volunteer managers need to be prepared with a slightly different approach in dealing with this group, the rewards are well worth the effort. This effective practice comes from the web pages of Merrill Associates, dedicated to strengthening leaders, organizations and communities. Mary Merrill authored the article, "Volunteering at Your Fingertips" for the October 2004 "Topic of the Month."Issue
Online volunteerism is a relatively new phenomenon which requires a re-thinking of management tactics and approaches.
Action
According to Mary Merrill, "Working with online volunteers is not hard, but it does take some advance planning." Following are some tips from her October 2004 article, "Volunteering at Your Fingertips." When dealing with online volunteers:- Have a written job description with clearly defined duties and expectations. Choose your words carefully and fully describe what you are asking them to do. Unlike onsite volunteers who can discuss the job description with you, online volunteers depend on your ability to clearly describe, in writing, the parameters of the assignment.
- Establish time frames for the work. Even if you have open-ended work, break it into sections with beginning and ending dates. Many online volunteers appreciate the ability to move in and out of the work and it is helpful to break the work into short-term projects.
- Have a consistent communication plan/pattern. Online volunteers cannot stroll into your office each week to get the latest news. You have to take it to them. Answer inquiries promptly. Establish guidelines for answering questions or being responsible or being available to respond via email. Consider a blog or a "volunteers only" section on your website where you can post assignments, share organizational information, and acknowledge accomplishments. Lack of communication and the absence of informal information sharing is one of the biggest pitfalls when dealing with online volunteers. This can lead to a lack of connectedness. It can be more difficult to create a sense of togetherness (team spirit) when people are physically not working together. When volunteers are remotely located it is important to create intentional ways of being certain everyone is connected to a shared mission.
- Be sure software is compatible between your organizations and volunteers. You don't want to be surprised when a volunteer sends you a translated document or newsletter in a format that you can't access on your computer. Avoid the use of proprietary file formats as much as possible. If you don't have the need for boldface or italics, then use plain text instead. Don't save documents in Microsoft Word, instead choose Rich Text documents or better yet, save them as PDFs.
- Create opportunities for synergy. When you work face to face, there are opportunities to bounce ideas off one another and to build on someone else's good idea. Create a strategy for "putting your heads together" so you can share ideas, solutions and strategies. Chat rooms allow for "real time" discussions, but can be challenging if you are working with volunteers in multiple time zones.
- Have a plan or procedure for handling problematic volunteers. Recognize that deadlines will be missed, work will be incomplete, and problems will occur. Be prepared to deal with these matters online.
Context
Mary Merrill (3-15-1945 to 2-19-2006) designed strategic planning processes, employee development seminars, and served as a consultant to nonprofit organizations and professional associations. She taught at the Institute for Community Leadership and Volunteer Administration at Ohio State University. She worked with developing NGOs (non-governmental organizations) in Armenia, and helped develop a volunteer center in Moscow, Russia. She coordinated international study abroad projects for Ohio State University Leadership Center and North Carolina State University 4-H. She was a member of The International Association for Volunteer Effort (IAVE), The International Association for Volunteer Administration (AVA), the Association for Research on Nonprofit Organizations and Voluntary Action (ARNOVA), the Points of Light Foundation, the Ohio Association of Volunteer Administrations and the Volunteer Administrators Network of Central Ohio.
Many volunteer programs are successfully including online volunteers as part of their best practices. When used wisely, these volunteers can add an extra dimension to the services a program already offers.
Outcome
- Including online volunteers expands the pool of potential volunteers; consequently volunteer managers and administrators have greater opportunities to find someone with the special skills and experience they are looking for.
- Online volunteers do not have to be provided with office space, parking, supplies or computer access.
- Volunteers that perform their service online can work the hours that are most convenient for them.
- Online volunteers can help vary a program's volunteer corps to better serve the needs of diverse communities.
Posted On
October 12, 2004For More Information
Resources
United Nations Online Volunteer Program has guidelines and tips for organizations and volunteers.
ServiceLeader.org, a project of the RGK Center for Philanthropy and Community Service at the University of Texas, has information on virtual volunteering, including the Virtual Volunteering Handbook.
www.serviceleader.org/new/virtual/index.php