Using Internet & Smartphone Tools to Engage & Support Volunteers (April 2013,...

TechTools 4 Good:Using Internet &

Smartphone Tools to Engage & Support Volunteers

For

Jayne Cravens, MSchttp://www.coyotecommunications.com

Today's modus operandi

● There are no stupid questions. ● Please clarify jargon du jour.● Everyone in this room has knowledge worth

sharing. Let's hear about it.● Everyone in this room is doing something well.

Let's hear about it.

● Not offering concrete, absolute blueprints. YMMV.● Conflict is healthy!

● I don't have all the answers. No one does.● Please be present; please participate.

Tech During the Workshop

You are free to tweet & micro-blog during presentation. HOWEVER, in the interest of respecting everyone in this room.

● Please turn your phone off or to vibrate.

● If you get a call during this presentation, or an email that you need to respond to, please leave the room to talk/respond.

Please be present during the presentation. We love to see your eyes.

All of today's resource materials

Found throughout:http://www.coyotecommunications.com/

Why listen to me?

● I read & research re: volunteer/community engagement, talent management, communications, and anything that might be related to such.

● I regularly write & train on volunteer engagement, including using the Internet to support and involve volunteers.

● I'm considered a pioneer!● I support and involve volunteers.● I volunteer.

What are volunteers?

Volunteers are people who undertake tasks for your organization but are not paid:● board members● committee members● pro bono consultants● employees on loan ● people who are assigned community service● people who contribute to your online community● ushers

Your definition can be different, but this presentation uses this definition for volunteers.

Why involve volunteers?

Say why, but with this restriction:

You can't say it's to save money.

Why involve volunteers?● Involving volunteers -- representatives of the community -- can help

educate the community about what the organization does. ● Volunteer involvement demonstrates that the community is invested in the

organization and its goals. ● Involving volunteers can help your organization reach particular

demographic groups -- people of a particular age, in a particular neighborhood, of a particular economic level, etc., especially groups who might not be involved with your organization otherwise.

● Volunteers can provide additional evaluation of your organization's operations and services

● Involving volunteers can be a reflection of your organization's mission. ● Volunteers may become, or refer, financial donors.● Volunteers may become, or refer, clients.● Volunteers may have connections at companies or organizations you want

to work/partner with. ● Volunteers may be the best people for the task.

Why not say volunteers save $$?

Why do you think saying that you involve volunteers in order to save money is a bad idea?

Geesh, Jayne, when are you

going to talk about TECH?!

Single most important element to keeping volunteers & to their doing

quality, much-needed work:

great support

Volunteer support means:

● Volunteer opportunities are easy for potential volunteers to review and apply for.

● Expectations of the volunteer are clear to everyone.● Expectations of the organization are clear to everyone.● Tasks are detailed and well-communicated. ● Questions are welcomed, responses are rapid.● Volunteer contributions are frequently recognized.● Volunteers see their contributions make impact.

Volunteer Engagement fails without proper support.

Techtools can be used for every step of volunteering process● Identifying tasks/opportunities/roles for volunteers● Recruiting volunteers ● Expressions of interest from potential volunteers● Screening volunteers● Orienting/training volunteers● Scheduling volunteers● Volunteers engaging in the task or role (virtual

volunteering)● Volunteers communicating/working with staff (and even

with each other)● Tracking volunteer progress● Recognizing volunteer contributions

However...

Think beyond "Is there an app for that?"

Your techtool choice is less important than:● the support you have for staff & volunteers to

understand how volunteer engagement is supposed to work at your organization

● the ways you create commitment among staff & volunteers regarding communications & support

● your understanding of the essentials of successful volunteer management

Bad news: not everyone is online

Even in Oregon.

Not everyone has a smart phone either.

The less flexible you are in terms of two-way communications with volunteers, the less diverse your volunteer corps will be.

Differences among volunteers

● What different demographics do they represent?

● Do they all do the same things at your org?● Do they all like the same kinds of

assignments?● Do they all communicate the same way?● Do they all have the same kind of computers

and smart phones?

Making decisions on tech tools

● Know how your volunteers prefer to communicate● Know how those that work with volunteers prefer to

communicate● Look at what's working well offline, & think about how to

replicate that online● Have a plan for introducing the tech tool that sells it to

volunteers and staff● Have a plan for ongoing support, rewarding adopters,

etc. ● Have a plan for evaluating the success of the tech tool

& identifying problems● Know your budget

Getting everyone to use a tech tool● You may require volunteers to use certain

communications tools (online group, text messaging on a phone, Twitter) regularly (note there are consequences of doing this).

● YOU have to use all tools you want others to use.● In addition to requiring volunteers to use certain tools,

you should reward them for using such.● Continual show VALUE of the tool (real, not just

abstract).● Training & support, training & support, training &

support.

Essential: online group(s) for your volunteers

● Allows anyone to communicate, anytime● Allows for easy, quick sharing of

communications● Allows volunteers to reference documents

anytime● Creates an automatic, ongoing record of

exchanges

Options for online groups/collaboration abound

● YahooGroups (my fav)● GoogleGroups● Google docs/drive● MiniGroup (also a fav - very affordable)● Ning● Basecamp● Huddle● Wikispaces● Microsoft Sharepoint● & on and on....Which is "best"? Depends on YOU!

What do you use?

Tools for screening potential volunteers

● Email● LinkedIn profiles (but maybe not Facebook)● Skype, iVisit & Google Hangouts ● Online tools for criminal background checks● Whether or not the candidate signs up for

your online group

What do you use?

Tools for orienting/training volunteers

● Email● Web-based material● YouTube● WebEx, AnyMeeting, other webinar software● Volunteer looking at something online while

you talk on the phone

What do you use?

Tools for Scheduling Volunteers

● GoogleDoc spreadsheet● Google or Yahoo Calendar● Twitter● Specialized software (http://www.coyotecommunications.

com/tech/volmanage.html)

What do you use?

Virtual Volunteering

● It's a practice that's as old as the Internet● Volunteers undertaking assignments, in whole

or in part, via their computers, tablets, smart phones, etc.

● Includes telementoring, microvolunteering, crowd-sourcing, pro bono telecommuting, etc.

● Can be long-term assignments, microassignments, ongoing, short-term, require lots of screening & training or none at all

● Boundaries between online volunteering and traditional volunteering are pretty much GONE

What do online volunteers do?● translate documents● research subjects● create web pages● edit or write proposals,

press releases, articles, etc.

● develop curriculum● design a database● design graphics● provide legal, business,

medical, agricultural or any other expertise

● counsel people

● tutor or mentor students● moderate online

discussion groups● write songs● create a podcast● edit a video● monitor the news● answer questions● tag photos and files● offer opinion or feedback● manage other online

volunteers

Let online volunteers decide which device they will use

● No need to say that an assignment is best via a computer versus a smart phone or tablet; offer the assignment and let volunteers choose which they will use.

● No need to ever say the word "virtual volunteering" or "microvolunteering" - volunteers just want to VOLUNTEER. They respond to the organization's mission and the task (type of work, amount of time needed, etc.)

Virtual Volunteering - what are you doing?

Social Media / Friend-to-Friend Networks

Twitter, Facebook, Flickr, etc. can be used for:● Recruitment● Communicating with volunteers & hearing

from volunteers● Reminders to volunteers● Volunteer recognition

What do you use?

Volunteers sharing criticism is easier than ever!

● There's no way to avoid it.● If you aren't seeing/hearing criticism, you need to be

VERY worried.● If you are seeing/hearing it, be glad - it means

communication lines are open.● How you handle criticism will either build or reduce trust.● See "How to handle online criticisms / conflict" for ideas

that work offline as well.(I could do an entire workshop JUST on this subject!)

"I hear you"

Volunteers may talk to you - but how do they know they are being heard?

How can use tech to let them know they are being heard?

Communicating without overwhelming● IMO, the more messages you send in a week, the less

impact each message has.● People need to hear critical messages numerous ways

(email, onsite meetings, etc.), but NOT every message is critical.

● People will almost always say they are receiving too many messages.

● Look at RESULTS of your messaging to determine if it's too much or too little, adjust accordingly.

● Adjustments must be made regularly.

Other volunteer support with TechTools

● Using the Internet to Recognize Volunteers & Their Contributions

● Using TechTools to Recruit Volunteers (recruitment is the easy part!)

● Online safety, confidentiality, security, etc.● Evaluating volunteer contributions/impact● Evaluation your support for volunteers

Please see my web site:http://www.coyotecommunications.com/

REMINDER: Getting everyone to use a tech tool● You may require volunteers to use certain

communications tools (online group, text messaging on a phone, Twitter) regularly (note there are consequences of doing this).

● YOU have to use all tools you want others to use.● In addition to requiring volunteers to use certain tools,

you should reward them for using such.● Continual show VALUE of the tool (real, not just

abstract).● Training & support, training & support, training &

support.

Resources to check out

See their web sites, follow them on Twitter &/or Facebook, sign up for their email newsletters:

NOVAAhttp://www.novaa.org

Energize, Inc.http://www.energizeinc.com

TechSoup Online Community Forum (let's continue the discuss here!)http://www.techsoup.org

Stay in Touch!

My web site: coyotecommunications.comLinks there to my:

● blog● Facebook page● Twitter feed (jcravens42)● email newsletter (Tech4Impact)

Also, see you on the TechSoup.org Community Forum for further discussions!