NPO Web-Based Accountability: How Can We Know If NPOs Are Doing Good Things?

Abstract

This study develops a comprehensive but practical framework for not-for-profit organization (NPO) web-based accountability involving (a) disclosure of operations, financial performance, and social performance, and (b) dialogue; and investigates it in the practices of five Australian NPO award finalists and 160 NPOs more broadly. The findings highlight NPOs’ web-based accountability focused on operational disclosure, promoting NPOs’ activities and mission. However, financial and social performance disclosure was lacking, despite financial performance information being publicly available on the government regulator’s website. Furthermore, the use of online platforms to promote dialogue and exchange was limited. The study suggests that regulatory requirements play an important role in strengthening NPOs’ accountability, and the lack of social performance reporting means it is still unclear what “good things” NPOs are doing.