By many metrics, the Cedar Rapids Public Library (CRPL) ran a fairly successful new volunteer orientation program. For over a decade, they received excellent feedback. In fact, 98% of the volunteer participants reported that they felt prepared to be a part of the library as a result of the orientation, and 94% reported that the information was presented in a clear, engaging manner. So why mess with a good thing?

In short, because sometimes there can be too much of a good thing. The library was fortunate to have an abundance of volunteer applicants, but there were so many that they had a running backlog. Then, the COVID-19 pandemic brought small issues with the orientation to light, transforming them into bigger ones, and the original training format (rigidly scheduled, in-person sessions) became impractical. It presented a barrier to would-be volunteers, delaying them from engaging in otherwise flexible volunteer roles.

Thinking with SEE: Identifying Challenges

The CRPL recognized that they needed to deliver their orientation in a more accessible and efficient manner. They wanted a different way to share information while maintaining the personal touches of the original model that had helped volunteers feel capable as they started their roles. Using the Supportive Environments for Effectiveness (SEE) framework, the library gained even more clarity around some of the challenges and opportunities in the existing learning environment. With SEE principles in mind, they then identified the following goals:

1. Make the orientation easier for people to fit into their schedules, ultimately preventing a candidate backlog and reducing scheduling frustration.

2. Make the orientation information more approachable, clear, and consistent so that participants have a good picture of the organization and their role within it. 

3. Deliver the orientation in a “flipped classroom” model so volunteers can explore information at different times and at their own pace.   

   • Use the in-person portion of the orientation to create a positive introduction, providing opportunities to form meaningful connections with staff and fellow volunteers.

   • Introduce an online system to present information in varying formats (e.g., multimedia content) and provide resources that volunteers can access on-demand. 

4. Include recorded staff and leadership stories so that:

   • Volunteers can build their understanding, from multiple perspectives, of why the work matters.

   • Leadership can expand their understanding of volunteer roles.

5. Share with volunteers the potential impact their work will have, even before they get started.

The Small Experiment

While using SEE as a tool to navigate orientation updates, the CRPL found expanding their usage of Niche Academy - an online training environment they had used to teach COVID-19 safety procedures – to be the right path forward. They found it to be a successful digital learning environment for both new and returning volunteers.

With Niche Academy as their digital learning environment, the CRPL built upon the successful curriculum from the original orientation. Even though much of the content stayed the same, they changed how volunteers accessed and engaged with it. By moving the content-heavy material online, they sought to free up time and mental space for more meaningful connections to take place during the in-person component. This switch allows volunteers more time to ask questions, giving trainers the opportunity to understand and, if necessary, reframe volunteers’ mental models of the work.

The digital platform also provided the library with new sources of feedback to gauge volunteers’ understanding. For example, the system shows administrators each learner's progress, quiz results, and any information they shared in open-ended questions. This helps the CRPL see a volunteer's mental model of the library evolve. Using this feedback, they could better evaluate the content and conduct future small experiments to continue to adapt to the volunteers’ needs.

Looking Ahead

While their new volunteer orientation is still evolving, applying the SEE framework helped the CRPL intentionally design a training that doesn’t just “copy + paste” their in-person orientation to an online training. It helped them think more strategically about how they can create an informational environment where new volunteers can explore and more deeply internalize the information presented, structure their learning to suit their needs best, and see the impact of their work even before their first volunteer shift.

As they continue to roll out their online orientation environment, they plan to survey existing and newly onboarded volunteers, comparing against the several years of baseline data they already have, and adjust and incorporate futher changes based on feedback they receive.

The library realized that making the volunteer onboarding experience as helpful and enjoyable as possible can have valuable potential beyond simply turning out capable volunteers:

“By helping volunteers clearly build that mental model, feel capable of getting started, and see the impact as a whole, you are creating more than just volunteers for your organization. You are taking a large step toward creating advocates.” 

- Jessica Link, Volunteer Coordinator at CRPL