Issues of quality and professionalism regarding library volunteers: reporting from a qualitative case study

Biddy CasseldenDr Geoff Walton

Prof. Julie McLeodDr Alison J. Pickard

Northumbria University

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Prof Doc.Aim: To consider the role of volunteers in English public libraries as a result of the drive towards the Big Society agenda

Phase 1 :Delphi study (article in JOLIS http://dx.doi.org/10.1177/0961000613518820 )Phase 2 : Case studiesLA1 – North east metropolitan borough – value added volunteer useLA2 – North east metropolitan borough – value added, and volunteer-led libraries

Duke Humfrey's Library, Bodleian Library

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What does a library do?

“I think they (central government) don’t understand what libraries are, what libraries do, or the lives of people that use them.” Library manager LA1

“Many people also have an outdated and sometimes negative image of a boring institution filled with dusty books and even dustier staff” (Pateman and Willment 2013:59)

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Professionalism

“In a way the transformation from a professionally run library hasn’t thrown up as much protest as just closing a library would…When you are faced with – close the library or run it with volunteers – then it does seem the better option” (Library Manager LA2)

SERVQUAL model – measuring service quality

“What is done isn’t quite up to standard, you can’t develop them in the same way, and they are not there as much. There is a massive difference in professional standards” (Library manager LA2)

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Strategies for enhancing the volunteer experience and improving service quality

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Volunteer managem

ent and use

Relationshipshttps://en.wikipedia.org/wiki/Ecological_relationship#/media/File:Impala_mutualim_with_birds_wide.jpg

“It’s great to have volunteers, but they are only useful if they are actually doing what you want them to do.” (Library manager LA2)

Communication and understanding https://www.flickr.com/

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Control and accountability

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Rewards

“You volunteer as an individual, but you end up being a volunteer group, it wouldn’t work individually now, we need each other”. (Volunteer LA1)

• Active recruitment, selection and training of volunteers.

• Volunteers must be carefully matched to the roles they undertake

• Volunteer passion is important for managing the intrinsic rewards afforded through volunteering

• Relationship building is vital • Clear communication and

trust is vital • The volunteer as a group

rather than an individual is a key theme

• Demonstrating appreciation of volunteering efforts is not to be ignored

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