Abstract
Nonprofits are incorporating information technologies (ITs) into direct client services. Organizations may hesitate, however, to assign volunteers to operate these systems, for a variety of reasons. This article reports an experiment testing the capacity of two types of volunteers—“traditionals” (experienced in social services) and “beneficiaries” (from the ranks of the nonprofit’s clientele)—to use an IT for client services at two food pantries. The IT, Quick! Help for Meals, generates customized recipes and food-use tips about fresh vegetables. Results showed that both types of volunteers learned to operate the IT successfully. Traditionals’ use of the IT proved as effective as paid staff’s use in encouraging clients to consume more fresh vegetables. Beneficiaries’ use of the IT was not as effective in changing clients’ food use, compared to paid staff. Results of this case study should encourage nonprofits to experiment with assigning volunteers to operate ITs linked to client services.
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