Harnessing Volunteer Power for Operational and Programmatic Success

Harnessing Volunteer Power for Operational and Programmatic Success
Angelina Zaytsev Kristina Eden

Who are our volunteers? 165 volunteers!!!! introduction
Maryanne Alos ● Brenda Anderson ● Ramona McKeown ● Denyse Rodgers ● Darlene Youts ● Naomi Rubin ● Renata Ewing ● Curtis Lavery ● Nancy Scott-Noennig ● Virginia Sinclair ● Caitlin Finlay ● Kaitlyn Burch ● Ryan Graham ● Zachary Lane ● Robert Rendall ● Karla Bushway ● Goodie Corriveau ● Lori Heath ● Judy Maynes ● Sarah McBride ● Jan Peltzer ● Wendall Sullivan ● Winston Atkins ● Judith Bailey ● Janet M. Black ● Thomas Bullard ● Lisa Cameron ● Erin Green ● Elizabeth Hanson ● Kathryn Marlett ● Sarah McAfoose ● Jo McClamroch ● Sherri Michaels ● Nazareth Pantaloni III ● Christopher Case ● Katherine DeSousa ● Dawn Hale ● Isabelle Kargon ● Jennifer Innes ● Louise Robert ● Louise Robertson ● Daniel Biddle ● Katie Brown ● Ann Duncan-Gibbs ● Liz Hamilton ● Shelley Morrison ● Dru Parrish ● Claire Stewart ● Jennifer Young ● Dan Zellner ● Ryan Ake ● Benjamin Blakeslee-Drain ● Carol Bridgens ● Grace Brooks ● Yesenia Figueroa-Lifschitz ● Jonathan Hindman ● Joseph Chris Holobar ● Nicolle Nicastro ● Jennifer Phillips ● Melanie Rinker ● Jennifer Block ● Judy Marsh ● Kris Kasianovitz ● Pamela Cale ● Zaineb Bayahy ● Walter Risley ● Cynthia Baker ● Cyndie Cowan ● Libby Wilcher ● Elissa Mondschein ● Connie Fleischer ● Carol Hughes ● Colby Riggs ● Martin Brennan ● Diane Gurman ● Edward Kip Hannan ● Angela Riggio ● David MacFarland ● Sarah Hoover ● Betsy Kruger ● Elizabeth Lippoldt ● Hiromi Morikawa ● Joshua Shelly ● Angela Waarala ● Lura Joseph ● Qiang Jin ● Paul Bushmiller ● Leigh Ann DePope ● Donna King ● Yeo-Hee Koh ● Audrey Lengel ● Terry Owen ● Loretta Tatum ● Jeremy Smith ● Richard Adler ● Judy Ahronheim ● Dennis McWhinnie ● Greg Nichols ● Emily Peiffer ● Heather Shoecraft ● Chris Wilcox ● Lynne Beck ● Laureen Boutang ● Sandra Cressman ● Virginia Dudley ● Steve Koehler ● Dennis Lien ● David Linton ● Mary Mortenson ● Rory Segety ● Edward Swanson ● Carla Urban ● Mark Wilhelmi ● Sue Zuriff ● Marlys McGuire ● Cynthia Lundey ● Maren Mayer ● Lisa Nachreiner ● Karen Rattunde ● Rita Roemer ● Alan Seeger ● Henry Thompson ● Irene Zimmerman ● Elizabeth Miraglia ● Felicia Piscitelli ● Jackie Lang ● Kathryn Donahue ● Leigh Billings ● Maria Aghazarian ● Paul C. Heyde ● Rebecca Culbertson ● Robin Desmeules ● Sharon Domier ● Aaron Sandoval ● Anne Marie Sticksel ● Bill Maltarich ● Frank Gravier ● Fred Rascoe ● Gillian Keleher ● Jenn Siegel ● Josh Hadro ● Lynda Tolly ● M. Constance Fleischer ● Paula Contreras ● Kat Hagedorn ● Bethany Davis ● Keila Zayas-Ruiz ● Mira Basara ● Thomas Pulhamus ● Emily Holmes ● Terri Geitgey ● Dale Larsen ● Cassandra Fox ● Rachel Fox Von Swearingen ● Kathryn Stine ● Leila Smith ● Geoffrey D. Swindells ● Naomi Young ● Daniel Mack ● Charlie Heinz ● Kent LaCombe ● Jill Wilson ● Michelle Henley ● Constance M. Wade ● Gary Charbonneau Who we are HathiTrust works on collaboration Infrastructure is volunteer based: PSC, Board of Governors, Working groups, projects Unique things about HathiTrust volunteer efforts: volunteers are located remotely and doing core programmatic and operational work All of our volunteers have to be affiliated with an HT member and currently employed 165 volunteers!!!! introduction

Things to keep in mind HATHITRUST introduction
We operate at a large scale. Our volunteers are remote. Our volunteers are doing operational and programmatic work. ...these have a large impact on the way we do things Like many of you, HathiTrust has more opportunities we could follow than we have staff Has a community invested in and willing to help What are the differences in our volunteer work? We rarely get in-person time with our volunteers. They work remotely We’ve found opportunities to use generalist volunteers in work that would usually be looked at as requiring expertise or hired staff HATHITRUST A Shared Digital Repository introduction

What we’re covering today
What does the volunteer lifecycle look like Recruiting Onboarding Working, tracking & assessment Offboarding through the lens of two HathiTrust volunteer opportunities: the Copyright Review Program and the User Support Working Group (USWG). Today we’ll cover the stages of a volunteer lifecycle from the perspective of two HathiTrust projects which use remote volunteers. introduction

Copyright Review Program
660,529 books 53,390 hours ALA - L. Ray Patterson Award 2016 In recognition of contributions that demonstrate dedication to a balanced U.S. Copyright system through advocacy for a robust fair use doctrine and public domain. The Hathitrust Copyright Review Program started through 3 National Leadership grants from IMLS We’ve been operating with volunteers for 9 years to identify public domain volumes in HathiTrust Currently have 28 volunteers, more than 120 over the project Do you have work that is worth the planning and effort of developing a volunteer program around it is an important public good an area where you can contribute your expertise, resources, or location to make it possible would not be easy to accomplish otherwise has intrinsic benefits to your potential volunteers will training people on this work help spread expertise or working knowledge to the profession

User Support Working Group (USWG)
Started in 2011 Main feedback and communication mechanism for HathiTrust Currently: 29 volunteers; in the past: 16 other volunteers Have handled 29,817 requests related to: copyright, access, quality, metadata errors, partnership, ingest, etc., etc. introduction

The volunteer lifecycle

What is your volunteer lifecycle?
It’s important to think about where your recruitment would fall in with your regular activities. For USWG, recruitment quite naturally happens during the summer. This is a result of the academic librarian culture of stepping away from old commitments and starting new commitments during the summer. 1. recruiting- 2. onboarding working - 4. offboarding

What is your volunteer lifecycle?
The Copyright Review Program volunteer lifecycle tends to have defined beginnings and endings that correspond to projects. These projects may be scoped to last for a few years and so volunteers can come and go in the interim, but at some point the project is declared complete. 1. recruiting- 2. onboarding working - 4. offboarding

Recruiting

Before you begin recruiting...
Define the work that each volunteer will be doing. What are your workflows? Processes? Policies? Document it. Do the work yourself. But actually...before you get to recruitment you need to have several things in place 1. recruiting- 2. onboarding working - 4. offboarding

1. recruiting- 2. onboarding - 3. working - 4. offboarding
Here’s the workflow for the USWG. As our processes became more complex (we actually have three subgroups now: one to do triaging and general support, one to do bibliographic corrections, and one for digital content corrections), I needed to create this visual representation to help clarify to my team members how their work fits in. 1. recruiting- 2. onboarding working - 4. offboarding

Regarding documentation:
Document where your volunteers are. A binder that they can consult Any shared electronic document (Word, PDF, Google Doc) A WordPress site or other blog Google Site - free, easy to set up Media Wiki - free, difficult to set up and run Confluence - paid Create tutorials. Multiple points of entry. Update it frequently and/or give your volunteers the power to update it. 1. recruiting- 2. onboarding working - 4. offboarding

Create your plan for recruitment
Think about: Time Methods Selection 1. recruiting- 2. onboarding working - 4. offboarding

What is your recruitment timeline?
When do you need to have your volunteers working? How long will training take? How long will recruitment take? Backwards planning: identify the date you want your volunteers working then schedule back from there. Estimate how long training and recruitment will take in order to arrive at the date by which you must get the word out. Usually, you’ll find that you probably needed to start recruitment yesterday. 1. recruiting- 2. onboarding working - 4. offboarding

How long is it really going to take?
A Gantt chart that indicates the duration of tasks and dependencies for Copyright Review Program recruitment 1. recruiting- 2. onboarding working - 4. offboarding

How can you get your Call For Volunteers out there?
Keep in mind: who and where is your audience? Multiple modes for maximum impact Newsletter posts Twitter, Facebook, other social media announcements Flyers Bulletin boards Webinars or general interest meetings General invitations vs. direct asks Who is your audience? Ex: CRMS and USWG volunteers MUST be HT members so we only solicit volunteers via methods that go directly to our members General invitations vs direct asks For HT, we are constantly thinking about “how can we get our members more engaged in the HT?” - a perception problem: many of our members think of us as “just a vendor”. So we have used our calls for volunteers as a way to try to break that divide. We have at times targeted new members or institutions that have not been engaged in other ways 1. recruiting- 2. onboarding working - 4. offboarding

Give interested people a taste of the work they would do
This is both to weed out the disinterested and to confirm the interest of those keen to do the work. Always give your volunteers the ability to opt out at any point during recruitment and training. Once they begin the work, it becomes more difficult to let them go. 1. recruiting- 2. onboarding working - 4. offboarding

What if you have too few candidates?
Recruit more & adjust your timeline Review your work: what can you do with the recruits you have? Adjust your work expectations Distribute all work across the recruits you have Keep individual work amounts the same but expect the total end result to be less 1. recruiting- 2. onboarding working - 4. offboarding

What if you have too many candidates?
The problem of being too successful in recruitment Can you still use them? Re-distribute the work Find another position/task for them “Never say no”....but maybe sometimes say no. When you should say no Training volunteers is a resource-intensive activity. Before you take on additional volunteers, you need to pause and consider whether you have the resources to train and monitor that person. 1. recruiting- 2. onboarding working - 4. offboarding

Reviewing your candidates to make final selections
What is the criteria that matters the most? Skills? Experience? Early career vs late career? Affiliation? Current work load? For User Support, we look for individuals that have indicated collaborative, outreach, or reference skills on their application. It’s also a good learning opportunity for early career individuals. For Copyright Review, we look for people who are detail-oriented: so catalogers and ILL staff are particularly great at this work. In both cases, we found that we don’t actually need volunteers to be “librarians” and that staff can be great at these roles. 1. recruiting- 2. onboarding working - 4. offboarding

Following up with candidates
ing rejections Keep the rejections impersonal Give them the opportunity for future engagement Maintain the connection Confirming commitments Give candidates the option to opt-out early and often Review work expectations and what happens if expectations are not met Get supervisor buy-in 1. recruiting- 2. onboarding working - 4. offboarding

Lesson learned You can only learn so much from a volunteer profile. Volunteers may have a variety of skill sets and experience and different comfort levels doing the work. Expect to spend considerable time training, explaining, onboarding, etc. 1. recruiting- 2. onboarding working - 4. offboarding

2. Onboarding

Communication norms When and how they can contact you Can they IM you Can they call you on the phone Do they need to in advance Are you available with few minutes warning What response time can they expect from you What are your expectations for them to look up an answer first Do you need to see them in person - face to face meetings How frequently do you have meetings We’re relying upon digital tools, if you’re managing volunteers you see face to face you might do it differently Communication Two way communication is essential. Help them be comfortable enough to contact you. Consider how the communication method lends itself to storing and searching for answers: Early on we experimented with staffing a chat reference tool. It didn’t work so well because not only did we not have enough central staff to answer at all hours, the volunteers also wanted to be able to save a record of their questions and answers. Now we mostly rely on . How often they contact and how quickly I respond is very much tied to the volunteer cycle. It is always highly intensive to start and as they become comfortable it can get to where you hardly ever hear from them. They just do the work. We use Slack for communication of the team leaders which works well since all of us are remote too. 1. recruiting- 2. onboarding working - 4. offboarding

OK, you look silly. But why show your face...
Ways to connect with remote volunteers: BlueJeans Google Hangouts Skype AdobeConnect Do you have any other suggestions? Hold at least some face to face meetings. If you’re volunteers are remote, then that may be on a videoconferencing platform. I use BlueJeans because it allows me to record the sessions for people who work the night shift or have a time conflict. Getting a large group of people together across time zones isn’t easy and it’s better to have the recording as a backup, particularly if you’re sharing information they must learn. Forges that personal connection and builds community Demystifies the process / your role in it It’s an important step in getting them over the barrier of not wanting to bother you or ask you questions 1. recruiting- 2. onboarding working - 4. offboarding

How we’re currently doing it
Copyright Review Four 60min group classes online Assign homework to assess comprehension Practice in a sandbox system to assess comprehension Before starting live work they should be 90% accurate Ongoing observation within production system in the first few weeks, advanced status once they show consistency, relying upon two-review system design to mitigate mistakes User Support Working Group 1 main session online (recorded) Assign reading documentation on their own Hands on learning with real tickets First few months of work are still “training” Ongoing observation in the first few months: review tickets, follow up on problems or not great responses, check in on consistently noted problems. Both of the processes here require the volunteers to learn a lot. It can be complex, too but there’s no particular expertise required otherwise. Copyright Review and the User Support Working Group have different needs regarding what level of competency needs to be verified before the volunteers can begin doing work. That’s the main difference in our approach to onboarding and assessment. Considerations for onboarding Do any volunteers work night shift? When can you connect personally with them. It’s better to have live sessions that pre-recorded. Some people say they like to go back and rewatch the recordings. Particularly if you’re teaching a lot of new content they need to memorize, have it in various formats for them to review. Send your slides Record your presentation Condense the information into a help document Review again and again Lesson learned: Creating Camtasia video tutorials took a long time and were outdated within the year by process, policy, and interface changes. The video tutorials were also not able to account for different learning styles or to assess understanding the way you can when teaching in real time. 1. recruiting- 2. onboarding working - 4. offboarding

Have a place they can look up a question
Documentation tools: MediaWiki Google sites Google documents Github Youtube How do you share documentation with your volunteers? I’ve noticed that many volunteers appreciate being able to resolve their questions independently. We keep project documentation on a MediaWiki site. Questions to consider when choosing a location for your documentation Do you want it to be access controlled or publicly available Does it need to be keyword searchable Do your volunteers like to print things and keep them on their desk? Is your process best demonstrated in a video? Early on in the project we made an investment in creating nicely formatted and printable help pages. Why wouldn’t I do that again? All the design and color really chew through your ink cartridge Poor accessibility if printing in black and white Anything created in a design program may be more difficult to make quick changes as you need special software, don’t still have the person around who knows the program, may have misplaced the design files, etc. Put documentation on a site that is primarily text only, minimal formatting, has a robust search across the site, and supports minor quick updates. MediaWiki and Google sites work for us. Google documents can also work. What works for you? 1. recruiting- 2. onboarding working - 4. offboarding

Do they really get it? Assessment tools: Google Forms Qualtrics 1x1 meetings Time tracking Statistics What would you use? How do you assess understanding? Put their learning into practice. We do this by having a sandbox system for practice. Start easy, build complexity as you go. Which means you have to assess and sort what you’re teaching. Make sure it’s in a logical progression and that what you’ve taught before supports or explains what you’ll do next. Increase the complexity of your homework or quizzing as they gain confidence. Spend about 25% each time on reviewing concepts from the previous week. Think about how much data you need to get an accurate picture of their work. Both too little and too much assessment can be undesirable. What tools could you use for assessment? Qualtrics survey software can be set up as a test. It can send trigger s to you when someone has taken the test and for some questions it can automatically grade the answers. It doesn’t handle images well. Google Forms - can be set up as fill-in-the-blank homework or as a test. Pros - answers are all aggregated into one spreadsheet so you get a picture of how the whole group is doing at a glance. It timestamps the answer so you know if the did it last minute. It can support multiple choice questions and other types of standard survey questions. It handles images relatively well. You can brand it pretty easily with your organization’s logo. We weren’t able to find a way that everyone could have a copy of their answers - so it was better for assessing the overall cohort understanding and knowing what to review again next time rather than being as helpful for individuals. 1x1 meetings - Are invaluable for checking what they say they know against what you actually see them doing. It’s only great at catching misunderstandings though if kind of already know what to check for. Time consuming though. What are the benefits or drawbacks of different tools you could use to assess learning? Does it support authentication is it a free or licensed resource how well does it handle including images in the questions does it have features like automatically grading the results, sending trigger s are they able to take away a copy of their answers and results for later reference 1. recruiting- 2. onboarding working - 4. offboarding

How to schedule their work
How detailed to get depends on nature of their commitment what your system accommodates how you assign the work Copyright Review work any time, day or night system handles load balancing and routes work to the next available person no schedule is needed User Support Working Group Expectation that first response to user will occur in 24 hours Tickets assigned to whomever is scheduled that day Simple daily schedule in Google calendar Assess whether you even need to schedule the work. It might not matter to you. Use scheduling for assigning tasks or to prevent a bottleneck in critical work that affects others. 1. recruiting- 2. onboarding working - 4. offboarding

Lessons learned Operate training on a schedule. It costs more to run continuous training and recruiting People learn in a lot of different ways - reading, listening, practicing, teaching others. Offer different opportunities to learn. Repeat, review it, say it again another way. They probably didn’t hear it the first time. Make sure they know they can bother you with questions. Be aware of how much content you’re hitting them with in one sitting. We tend to overestimate how much people can take in. 1. recruiting- 2. onboarding working - 4. offboarding

3. Working, tracking, assessing
So you’ve trained your volunteers and are ready to move forward with working with them.

Set expectations for work in advance
Prior to training, recruitment, etc., scope the work appropriately and set up work expectations Expectations must be clearly documented and easily accessible Unclear expectations = confused volunteers = unhappy volunteers It’s important to set clear expectations in advance, so that your volunteers know what you expect them to be doing and what “good work” is. Document that somewhere that they know how to find. 1. recruiting- 2. onboarding working - 4. offboarding

This is an example of our internal “customer service principles” for HathiTrust User Support. This document indicates expectations around responsiveness, scheduling, language, the extent to which User Support should go to answer a request, and just generally how USWG team members should interact with users. 1. recruiting- 2. onboarding working - 4. offboarding

Are your volunteers meeting expectations?
How do you measure success? failure? How do you know when things are going wrong? How do you measure success? - ongoing assessment versus the assessment that Kristina discussed earlier on which occurs during training Build this into your processes Set up easy reporting capabilities or ways to automatically capture work throughput 1. recruiting- 2. onboarding working - 4. offboarding

Tracked monthly count of reviews accuracy rate average time per review how many were time outliers The personal stats display puts the power into volunteers’ hands to monitor their own work. This is an example of automated reporting that is done through the Copyright Review Program system. Automated = less work for you to do, which is good, but automated metrics won’t catch qualitative things. 1. recruiting- 2. onboarding working - 4. offboarding

How do you assess your volunteers?
Do regular reviews of their work Mentor, rather than correct Scheduled vs. impromptu reviews 1. recruiting- 2. onboarding working - 4. offboarding

What is causing problems?
Two attitudes: Each individual is responsible for the difficulties they experience. The coordinator is responsible for identifying what causes problems and trying to mitigate them. It is important to develop a sense of awareness when working to resolve difficulties that your volunteers are experiencing. There are two ways to approach this: You could choose to place the responsibility for an individual’s difficulty solely on the individual. Approach this as a user design problem: You could pause and consider if there’s something that you have failed to convey through training or your documentation. I mention these two different attitudes because they also have an impact on the success of a volunteer. With the first approach, because the blame is put solely on the volunteer, it’s up to the volunteer to try to address it and that can lead to them floundering around, unsure what to do. With the second approach, however, because the coordinator takes responsibility for the design of the training, the documentation and the expectations, they can work to try to address problems through improvements in all of these. Clearly, this method is going to result in happier and more successful volunteers. 1. recruiting- 2. onboarding working - 4. offboarding

We must center our volunteers and their needs, skills, desires, etc
We must center our volunteers and their needs, skills, desires, etc., in the design of our programs. This is clearly borrowed from the field of user-centered design. I firmly believe that good program design can go a long way towards addressing volunteer difficulties and unhappiness. Of course, there are individual situations and things that arise which cannot be addressed through design.

Volunteers from different organizations
Different organizational cultures, assumptions, work norms Leader’s responsibility to be aware of these Impact on scheduling: Time zones Local holidays What is a “work week”? Vacation practices One of the things we encounter a lot at HathiTrust is different organizational cultures, which plays out in the ways people communicate, how people do work, scheduling, expectations around responsiveness, and all sort of other work behaviors. Where your volunteers come from will have an impact on how they do the work, so keep that in mind. It’s not really the responsibility of the volunteers to think about different org cultures, but it is the responsibility of the team lead to think about and try to mitigate the problems caused by different work norms. 1. recruiting- 2. onboarding working - 4. offboarding

Iteration 1. recruiting- 2. onboarding - 3. working - 4. offboarding
Constant improvements to process and methods. Your volunteer program should get better, more successful over time. If you note a problem whose roots are in the way your program is running - fix it immediately. Example: USWG documentation is a living document. I work to improve it constantly. When I get feedback from my team that something is wrong, unclear, etc., I try to fix it then. If your volunteer program isn’t getting better over time….something is wrong there. For myself personally, I know that I have learned and grown a lot as a leader over the last two years since I took over as chair. Because I have more knowledge, I have been able to apply that knowledge to the group. 1. recruiting- 2. onboarding working - 4. offboarding

Increase volunteer motivation
Remove obstacles that make their work more difficult. Celebrate and recognize achievements. Thank them publicly and privately. Reward them (if you can). Keep them in the loop of what’s happening in your organization. But remember: they are doing this work because they already believe in its value. So I was just focusing on not decreasing a volunteer’s motivation. But what you can do to actively increase their motivation? Things we’ve done at HT: Provide support for merit evaluations The cupcakes CRMS tried to send their reviewers Write personalized letters of thanks leading up to annual review period 1. recruiting- 2. onboarding working - 4. offboarding

Build connection among your volunteers
Many people volunteers because they are looking for community and connection. Are they only connected to you or also to each other? Provide opportunities for sharing. This is difficult for us because we work remotely from our volunteers Kristina with her new batch of CRMS volunteers: invited them to share over who they are, what they do and are interested in. The reviewers ended up sharing really lovely stories over . At the beginning of User Support calls, I build in 5-10 min of general conversation and try to open calls with an icebreaker question, to try to get at that community. 1. recruiting- 2. onboarding working - 4. offboarding

Our volunteers are human, and things happen.
Have compassion. Be flexible. When do rules need to be bent or commitments paused for a time? Celebrate or grieve when their lives change. Both Kristina and I have a long list of moments in our volunteer groups when life got in the way of the work of our volunteers. And that is absolutely okay and to be expected. The important thing is have compassion and to be understanding. I’ve had volunteers who got new jobs and left the organization they were at, or they got promotions with more responsibilities. These are good things, and things to be celebrated. There are also times when awful things happen to your team. 1. recruiting- 2. onboarding working - 4. offboarding

The work we do is valuable, but it should never be more important than our volunteers.
Be considerate. Have compassion. Make adjustments.

4. Offboarding

Don’t leave us! Don’t let them slip away without acknowledgment!
Off-cycle departures are common. How will you manage that and does it matter to your staffing schedule? Life happens - - retirement new job responsibilities personal reasons Don’t let them slip away without acknowledgment! Do a risk assessment - where if you’re unexpectedly short staffed it would slow or halt the work of others? Copyright Review has ‘experts’ who adjudicate reviews and when we were understaffed we were at a 12 months+ backlog. Now we have enough people trained on this that can jump in and cover. Already this year it has been important with one person being promoted and two others are in a department undergoing reorganization. Don’t let them slip away without acknowledgment. Yes, Yes and YES 1. recruiting- 2. onboarding working - 4. offboarding

If you can’t send them a cupcake
Budget for a Thank You cupcake (if you can) Publicly give them name recognition Letter of commendation from your Director Help with job advancement Budget for a Thank You cupcake Celebrations don’t have to be expensive but sometimes, you have no budget for a cupcake. What can you do? Publicly give them name recognition On your website In printed media and publications, like your monthly newsletter s to their admin or director When you’re presenting Letter of commendation from your Director Ask your director to sign a formal letter thanking them Send copies to their supervisor and Library Director Help with job advancement Offer to write a letter for their merit file Offer to be a job reference. Write up your notes so you don’t forget. 1. recruiting- 2. onboarding working - 4. offboarding

Exit interviews Schedule a 30min one on one conversation Let them talk, not you Were our communications too little, too much or just the right amount? Did it help you feel engaged in the project? What documentation was most helpful or most confusing? Did you learn anything that will carry over into your other work? What did you find rewarding? It’s important to take the time to learn about their experiences as they end their volunteer time for you. Get their perspective on how things went and how you can improve the experience for your next volunteers. 1. recruiting- 2. onboarding working - 4. offboarding

THANK YOU to our partner libraries that have contributed staff time and skills
USWG: Brandeis University Case Western Reserve University Colby College Columbia University Cornell University Georgia Tech University Harvard University Indiana University Massachusetts Institute of Technology McGill University New York Public Library New York University Northwestern University Pennsylvania State University Swarthmore College Syracuse University Texas A&M University The Ohio State University University of California, Berkeley University of California, Los Angeles University of California, Riverside University of California, San Diego University of California, Santa Cruz University of Chicago University of Delaware University of Florida University of Iowa University of Maryland University of Massachusetts, Amherst University of Michigan University of Minnesota University of Tennessee, Knoxville University of Utah Wesleyan University Copyright Review: Amherst College Baylor University Boston College California Digital Library Columbia University Cornell University Dartmouth College DePaul University Duke University Harvard University Indiana University Johns Hopkins University McGill University New York University Northwestern University Pennsylvania State University Princeton University Stanford University The Ohio State University The University of North Carolina at Chapel Hill University of Arizona University of California, Irvine University of California, Los Angeles University of California, San Francisco University of Chicago University of Illinois at Urbana-Champaign University of Maryland University of Massachusetts, Amherst University of Michigan University of Minnesota University of Wisconsin- Madison Include # of volumes opened, tickets resolved bc of them

Questions?

Contact us: HathiTrust - feedback@issues. hathitrust
Contact us: HathiTrust - Angelina Zaytsev - Kristina Eden - This work is licensed under a Creative Commons Attribution 4.0 International License.

Harnessing Volunteer Power for Operational and Programmatic Success

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