Assessing the impact of using volunteers in UK libraries: issues and methods

Examined in this paper are a range of issues and methods in relation to measuring the impact of volunteer labour on the design and delivery of all types of library services. With the increasing use of volunteers to deliver library and information services in all sectors, managers need to assess their effectiveness and evaluate the impact of their use in relation to operational service design and delivery, and on the development of the profession and professional practice as a whole. Presented here is an initial scoping study, outlining a range of issues, methods and challenges for more detailed future investigation. Where applicable, comparison is made with current practices in nations such as the USA, and with social enterprise organisations, many of which rely wholly or in large part on volunteer labour to deliver services. Definitions of the term ‘volunteering’ are identified and examined, including a review of concepts, terminology and relationships. Appropriate reference is made to policy statements and/or guidelines issued by bodies such as professional associations, including those issued by the Chartered Institute of Library and Information Professionals (CILIP) (CILIP, 2012a; 2012b).Attempts to measure benefit and determine impact need to include a consideration of issues in relation to these from the perspective of (1) the individual (volunteer and professional), (2) the wider stakeholder community, and (3) the organisation; these are addressed below. Finally, the contemporary emphasis on client –focused and client driven perspectives of quality and value are reflected in a range of methodologies which require active participation by and partnership with customers as co-creators of service value and quality, and in so doing, help determine the future direction and shape of service provision. Thus assessing and evaluating how clients may engage actively in services tobecome co-creators of value and partners in service design and delivery is also explored