Getting IT Help For Free

Simon Davey, preponderate.net

Even if you're fortunate enough to have your computer equipment paid off, the software of your dreams ready for action and you know your way around the basic technology, at some point you're going to need some extra help and support.

Welcome to the source of free ICT help and advice - getting IT help for free.

The ICT Hub is committed to helping small and medium voluntary organisations use ICT more effectively. That often means hands-on support as much as advice and strategic documents. And one potential solution is volunteers.

Volunteering is a core objective of the ICT Hub and it couldn't be more timely with Volunteers Week this week (1st to 7th June 2007). The two partners involved IT4Communities and Media Trust are committed to supporting organisations and providing the best resources and support for volunteers.

So what can volunteers do for you? Volunteering is a great resource but isn't the answer to all your problems.

The right volunteer

What do volunteers want? Well, you probably know that one already as your organisations may already work with volunteers. IT and media and creative professionals are similar to other volunteers but have a few differences.

What volunteers want

• To make a difference
• To use their skills more creatively than in their day job
• To be involved (as much as they want to)
• To get in, do the job and get out (usually)
• To be appreciated and respected for what they do
• To be treated professionally

How do you select a volunteer?

The answer is the same way you would select a paid member of staff or consultant. Just because someone works for free, doesn't mean you take risks. There are a number of key criteria to consider including:

• Do they have the technical AND management skills
• Are they experienced in what you're asking them to do
• Do their (informal) references check out
• Do they fill you with confidence or despair
  

Remember the key advice - If in doubt, kick em out!

Working with volunteer professionals

It's important to remember that professionals are human too. Some IT people can be a bit geeky or appear 'too brainy' but we're all people at heart. If you work in a big company, you're used to very professional and structured environments so volunteers may need support in breaking into the more ad hoc voluntary sector culture. Communication is important - no one is asking for immediate attention but you need to stick to your promises. Time is money to them if not to you. And please, please, please, deliver what you agree when you've agreed it.

When free support costs you more money

Volunteers aren't entirely cost free. All volunteers need to be managed and that does take up staff and manager time. In some cases, the management might take up to a third of the overall time of the project and it's important to be ready for that. Bad communication leads to volunteers walking out and that's bad for everyone.

One thing you do need to take into consideration is that it's sometimes better to pay someone to do a small job. Why waste a day and a half finding a volunteer when you can pay someone for an hour's advice.

The importance of good management

Management buy in is critical. If your senior managers aren't bothered, where is the project going to go? We've seen too many projects run as wildcards by one person that then fall apart when that person leaves. Good IT projects involve everyone. One thing to bear in mind - the volunteer needs a single point of contact, it's not their job to chase up your team for late content!

Staff involvement

What do the users get out of the project? Most volunteers will want to know what the business case for your project is - why are you doing this? Are your users involved in the decision? Who benefits? Why do they benefit and do they know they will benefit?

Change management is hard so don't create what you can't use.

Long term and cost free solutions

Remember, volunteer support isn't sustainable. Volunteers come and go and availability and flexibility is an issue. Volunteers need to be managed and need a single point of contact in the organisation. They can't solve problems without your internal support. You need to work with them to define what needs to be done. All this takes time.

What makes a good ICT volunteer? - a checklist

• Previous experience of the project (or similar)
• Previous experience of the voluntary and community sector (in some form)
• Do you like them?
• Are they easy to get on with?
• Do they act and talk rationally?
• If they're technology obsessed - start worrying
• Do they care? When passion meets talent, it equals success!
  

Know what you need

We'll talk about needs analysis in detail next month - it's hugely important when working with anyone in planning an IT project. If you don't know what you want, ask. That's what the experts are there for. You won't always be able to use the same volunteer to design and develop - it's better to work with someone who understands planning and organisations and use a more technical volunteer later.

Project management

Project management is a complex subject and there's a great primer on the ICT Hub Knowledgebase as well as plenty of different courses around. It doesn't need to be complicated though and most project managers base their success on a combination of common sense, agreed processes and documentation. Know what you're doing, when, where, how and why and you've pretty much sorted it.

Our key checklist for project management of volunteer projects

• Define what needs to be done and why - common goals
• Agree the definition in writing - a simple contract
• Keep an eye on things all the time - that's more a weather view than micro management
• Be responsible for events - don't let events be responsible for you!
• Keep the scope and sustainability in check - be realistic about what can be achieved
• Tie up the loose ends and thank the volunteer
• And most importantly...
• Work it out and get it done - whilst some volunteers will stick around for ten years, the average volunteering lifespan in IT projects is 3-6 months
  

So where are all these volunteers?

Volunteer support varies with locations and skills needed (as those of use who have tried to find Treasurers can testify). London organisations and others in major conurbations are likely to find volunteers more easily than those in rural areas. However, you never know who is looking where and IT4Communities have had great success with virtual volunteering including a website and database project in the middle of nowhere.

Someone, somewhere can do your volunteer job. The question is, do they want to?

What volunteers can and can't, will and won't do

It's important to respect a volunteers skill level and their needs and wants. If they only want to build websites (and are good at it) and can only work after 6pm a night, it would be foolish to hassle them into running training during the day. By all means ask but take care not to be pushy.

People only volunteer for things they enjoy, which reward them (both emotionally and socially) and where they feel valued and respected. Strategists write strategy and techies do tech work. Would you ask your plumber to rewire your electrics?

And most importantly, volunteers aren't responsible 24/7 - that's your job - and almost always have other commitments. Bear in mind when taking someone on (and a great reminder that volunteers don't make great technical support people if you're dependent on your network).

Last word

I've been doing IT volunteering since 1999 and have run a number of successful IT volunteering programmes (including IT4Communities) in that time. The advice in this article is based on not only my experiences but that of hundreds and thousands of volunteers or all skills, attitudes and experiences. I've volunteered for dozens of organisations, some better run than others. The good ones kept me longer than the 'bad' ones. Size isn't important but attitude is. My favourite volunteering experience was with the Hornsey Trust, an organisation I still work with. It's a relationship built on mutual trust and respect, good communication, understanding, honesty, integrity and passion for the cause. Get the relationship right and you'll not only have a great time working but the IT project will be better for it.

Simon Davey
Preponderate.net
www.preponderate.net
simon@preponderate.net

Additional resources

Where to go for help - includes details on a range of events, bursaries and free services available to help you get the most out of ICT
Volunteering and sources of volunteers
Project Management
IT Volunteering Advice for Charities
IT Volunteering Advice for Volunteers