英国留学生论文-An Investigation into Initial and Continual Motivati

Evaluating the Members of Newham’s Volunteers
指导英国留学生论文An Investigation into Initial and Continual Motivations,the Role of the 2012 London Olympics, and Best Practice of Volunteer Management
Ellen Ojala
Dissertation submitted in part requirement for the Degree ofMSc Sport and Recreation Management,of the University of Sheffield
September 2007
ii
Table of Contents
Chapter One
1. Introduction .................................................................................................................................... 1
1.1. Background Information ...................................................................................................... 1
1.2. Dissertation Objectives ........................................................................................................ 2
Chapter Two
2. Literature Review ............................................................................................................................ 3
2.1. Defining Volunteering ......................................................................................................... 3
2.2. Volunteer Motivations ......................................................................................................... 5
2.2.1. Methods of Determining Motivations ............................................................................. 5
2.2.2. Defining Motivations ...................................................................................................... 7
2.2.3. Olympic Motivation ...................................................................................................... 11
2.2.4. Limitations in Literature ............................................................................................... 12
2.3. Best Practice of Event Volunteer Management ................................................................. 13
2.3.1. Needs Assessment & Programme Planning .................................................................. 14
2.3.2. Job Development & Design .......................................................................................... 15
2.3.3. Recruitment, Interviewing & Matching ........................................................................ 16
2.3.4. Orientation, Training & Motivation .............................................................................. 16
2.3.5. Recognition & Evaluation ............................................................................................. 18
2.4. Research hypotheses .......................................................................................................... 19
Chapter Three
3. Methodology ................................................................................................................................ 20
3.1. Research Methods .............................................................................................................. 20#p#分页标题#e#
3.1.1. Volunteer Questionnaire ............................................................................................... 20
3.1.2. Volunteer Focus Groups ............................................................................................... 23
3.2. Research Limitations ......................................................................................................... 26
Chapter Four
4. Results and Discussion.................................................................................................................. 28
4.1. Research Results Descriptions ........................................................................................... 28
4.1.1. Volunteer Questionnaire ............................................................................................... 28
4.1.2. Focus Groups ................................................................................................................ 28
4.2. Volunteer Motivations ....................................................................................................... 29
4.2.1. Differences in Motivation by Demographics and Employment Status ......................... 31
4.3. Influence of 2012 London Olympics ................................................................................. 33
4.4. Continuing Motivation to Volunteer .................................................................................. 34
4.5. Volunteer Satisfaction and Management ........................................................................... 36
4.5.1. NV Volunteers’ Event Experiences .............................................................................. 37
4.5.2. NV Volunteers’ Experience with Newham’s Volunteers .............................................. 39
Chapter Five
5. Conclusions and Recommendations ............................................................................................. 42
5.1. Research Conclusions ........................................................................................................ 42
5.1.1. Motivations and the 2012 Olympics ............................................................................. 42
5.1.2. Continual Motivations ................................................................................................... 43
5.1.3. Volunteer Management ................................................................................................. 44
5.1.4. Implications for Further Research ................................................................................. 44
5.2. Recommendations .............................................................................................................. 45
5.2.1. Actions for Members of Newham’s Volunteers ............................................................ 45
5.2.2. Actions for Directors of Newham’s Volunteers ............................................................ 45#p#分页标题#e#
5.3. The Future of Newham’s Volunteers ................................................................................. 46
5.3.1. Further Development .................................................................................................... 46
5.3.2. Best Practice Model ...................................................................................................... 47
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Table of Contents, Continued
References……………………………………………………………………………………………..48
Appendix One
a. The History of Newham's Volunteers ...........................................................................................vi
Appendix Two
a. Suggestions for volunteer reward and recognition ...................................................................... vii
Appendix Three
a. Cover Letter for Volunteer Questionnaire .................................................................................. viii
b. Volunteer Questionnaire ................................................................................................................ix
c. Volunteer Focus Group Schedule ................................................................................................ xiv
d. Volunteer Focus Group No. 2 Transcription ............................................................................... xvi
Appendix Four
a. Motivations to Volunteer for NV compared to the CWG ..................................................... xxxviii
iv
Lists of Tables and Figures
Tables
Table 2.1. Key dimensions and categories in definitions of the volunteer .............................................. 4
Table 2.2.2 Most common factors of motivation at the CWG .............................................................. 10
Table 4.2. Highest ranking motivations to volunteer from NV and CWG ............................................ 30
Table 4.3. Comparing Olympic motivation to amount volunteering .................................................... 34
Table 4.5.1. Ranking of volunteers’ experiences at events ................................................................... 37
Table 4.5.2. Ranking of benefits of being involved with NV ............................................................... 40
Figures
Figure 2.3. The volunteer management process .................................................................................... 14
Figure 4.2.1 Ethnic origins of the members of NV ............................................................................... 32
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Abstract
The designed research of this dissertation used questionnaires and focus groups in
order to determine the initial and continual motivations of event volunteers in sport.#p#分页标题#e#
The research investigated a volunteer development programme in East Ham,
London, Newham’s Volunteers. This programme began in September 2004 and was
designed to help with the 2012 London Olympic Bid, and to develop the community
of Newham. Results of the study of this programme have been compared to research
conducted using the volunteers of the Manchester Commonwealth Games.
Research objectives included determining initial and continual motivations,
the influence of the 2012 Olympics, and management implications based upon
volunteer satisfaction. It was found that the studied members of Newham’s
Volunteers could be categorised as event volunteers. Consequently, their initial
motivations were similar to those of the Manchester Commonwealth Games
volunteers researched by Ralston (2003). Their motivations were categorised as
purposive, solidary and material, in order of their influence, however, the event
volunteers of Newham’s Volunteers were continual volunteers, not episodic as
supported within theory. It was found that continual motivations were categorised
similarly to initial motives, however, with more purpose and more definition. They
were more personal and individual and the purposive and solidary motives had an
increasing impact as the volunteer continued to be involved. Alternatively, material
incentives were found to have less of an affect on the behaviour of the volunteer.
Social benefits played a significant role in continuing to volunteer, strengthening a
non-episodic nature of the volunteer. It was found that both event managers and the
directors of Newham’s Volunteers generally place a high value on their volunteers,
and have developed effective volunteer policies based upon the volunteers’ levels of
satisfaction.
The directors of Newham’s Volunteers should use the success of its
programme to fully develop the Good Neighbourhood Scheme, one of its current
initiatives, and move into the community. This will increase its public image and
reputation, making the hopeful transition in the local sport clubs easier. The practice
developed for Newham’s Volunteers could be used by other local authorities seeking
a similar programme for the development of their community and its members.
1
Chapter One
1. Introduction
1.1. Background Information
Within major sporting events and local sport clubs, it is the work of the volunteers
that secures the success and sustainability of the programme. Without it, these events
and clubs would face elimination in the form of extreme budget restraints and an
empty pool of human resources. ‘Volunteers at all levels have been described as ‘the
backbone’ of sport in the United Kingdom and in many parts of the world.’
(Torkildsen 1999, p.293) Event volunteers specifically enable international#p#分页标题#e#英国奥运会论文
organisations, such as the International Olympic Committee, to afford and sustain the
scale and scope of global events (Cuskelly 2006).
Volunteering also plays a substantial role in the building of communities and
addressing issues of social exclusion. ‘The community benefits derived from
volunteers are often summarised in terms such as social capital, social cohesion, and
civil society’ (Cuskelly 2006, p.8). Social development is often measured by the
involvement of its community members; therefore, volunteers are valued members.
Volunteering has also been seen as a means of delivering a range of other
government policies in the areas of sustainable communities, rural
communities, health and social welfare, criminal justice, education, social
inclusion, and anti-social behaviour.
(Rochester 2006, p.4)
Yet despite their undisputed significance, there is still more to be understood as to
why these individuals are driven to volunteer, what experiences are gained, and how
they are managed and valued. The research conducted in this dissertation was
designed to add to the established knowledge regarding the initial and continual
motivations behind volunteering in sport or a large event, such as the Olympics, and
to gain understanding of the most beneficial ways to manage an event volunteer.
In order to gain this knowledge, a volunteer development and management
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programme based out of the London Borough of Newham in East Ham, Newham's
Volunteers (NV) was studied. This programme was developed in September 2004 as
a resource to aid the 2012 London Olympic Bid, and to improve and invest in the
community of Newham. This area of North London and specifically the community
of Newham successfully completed their bid and will play host to the 2012
Olympics. NV now has 2000 members with approximately 1000 of them actively
volunteering. They are managed as a volunteer resource for local and national events.
NV provides volunteering opportunities in the form of sporting events, and Newham
is currently investing in a community development programme, the Good
Neighborhood Scheme (GNS), to coincide with the success of NV. A history and
further description of this programme can be found in Appendix One (a).
1.2. Dissertation Objectives
The volunteers associated with NV were studied to achieve the following objectives
for this dissertation:
To determine the motivations of those volunteers who are a member of NV.
To determine if the 2012 London Olympics positively influences volunteer
behaviour.
To understand volunteers’ changing motivations and experiences with NV and of
volunteering at events
To conclude the effectiveness of volunteer management done by directors of NV
and event organisers based on volunteer satisfaction.
To make recommendations for the development of NV and other volunteer and#p#分页标题#e#
community development programmes.
This dissertation researched general volunteers, sport volunteers, and finally event
volunteers. Each has different characteristics and motivations which were used to
determine best practice for volunteer management and predict the volunteer
behaviour of the members of NV.
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Chapter Two
2. Literature Review
2.1. Defining Volunteering
Throughout theory there are many established definitions of a volunteer. A basic
version of the definition is ‘those people who willingly give their time and effort
without any financial reward.’ (Sport England, 2001 p.4) However, once the
understanding of not receiving financial reward is established, it is the different types
of volunteers and their definitions that emerge that become a discussion point. These
types of volunteers are commonly identified, or defined, by the amount of time that
they volunteer and their motivations for doing so.
When comparing a volunteer with a non-volunteer, Rochester (2006) argues that
there are four categories of explanations that make a difference: socio-economic
factors, individual motivation, opportunity or access, and the influence of history or
culture. This dissertation has focused on the motivations that influence volunteer
behaviour, but it should be considered that volunteers are influenced by a wide range
of factors and each can be considered significant.
Rochester (2006) describes ‘individual motivation’ as how one person may have a
more generous and helpful personality and therefore be more likely to volunteer.
This idea relates to the ‘volunteer-activism attitude’ which is a blend of feelings
about voluntary action that is effective and produces a feel-good factor as well as
being a moral duty (Bales 1996). Rochester (2006) also explains how understanding
motivation can positively affect many areas of volunteer management such as
recruitment and retention.
Cnann (1996) suggests that there are four attributes of the definition of volunteering
that commonly emerge within literature. These are free choice, absence of
remuneration, structure, and intended beneficiaries. These are then further broken
down into possible definitions. This is outlined on the following page in Table 2.1.
4
Table 2.1. Key dimensions and categories in definitions of the volunteer
Dimension/Attribute Category/definition
Free Choice
1. Free will (to choose voluntarily)
2. Relatively uncoerced
3. Obligation to volunteer
Remuneration 1. None at all
2. None expected
3. Expenses reimbursed
4. Stipend/Low pay
Structure 1. Formal
2. Informal
Intended beneficiaries 1. Benefit/help others/strangers
2. benefit/help friends or relatives
3. benefit oneself (as well)
Cnann (1996)#p#分页标题#e#
The majority of types, forms, and definitions of volunteering are all of some
combination of these aspects. These can be observed by relating them to how
Cuskelly and Harrington (1997) explain that four types of volunteers emerge: 1.
Obligees, 2. Role Dependees, 3. Altruistic Leisure Careerists, and 4. Self-Interested
Leisure Careerists.
The first two categories are those who volunteer because it was their turn or they
have a friend or family member that is a part of the organisation that recruited them.
They will commonly volunteer for a shorter time period and it will likely be a less
formal structure. The leisure careerists have different reasons for volunteering, but
are more committed to the organisation or the process of volunteering than the first
categories mentioned. A more formal structure is commonly used. However, this is
only one set of volunteer categories out of many that are similar to this list. Like
others, these four categories of volunteers are then further defined by their particular
motivations, or intended beneficiaries.
5
Volunteers are also described as episodic, short-term volunteering that is made up of
separate events with limited duration or significance and are described as:
1. Temporary Episodic Volunteering – offers a few hours a day or on a one time
basis.
2. Interim Volunteering – involved on a regular basis but for a limited time
period.
3. Occasional Episodic Volunteering – provides regular service for a short time,
but can be counted on to volunteer year after year.
(Macduff 2005)
2.2. Volunteer Motivations
2.2.1. Methods of Determining Motivations
The list of volunteer motivations is one that is constantly updated and changed. It is a
topic that is of interest to many but, agreed upon by few (Cuskelly et. al, 2006;
Pearce 1993). Determining concrete motivations is limited due to the different
methods of research that is used to define the volunteer. There are two distinct
methods that are commonly found in volunteer research. Their difference is that one
bases motivations on personal values and beliefs, while the other on the
demographics of the individual.
The first method of defining motivation uses the perceived benefits that the
volunteers collect by volunteering. This type of research is characterised by possible
influences that either contribute to an individual’s decision to volunteer or dissuades
them from participating. This method of defining motivations ‘assumes volunteers
rationally weigh alternatives.’ (Pearce, 1993 p. 63)
It is argued, however, that this type of method is of limited usefulness when the list
of motivations is simply developed without attempting to understand the
circumstances that influenced the motivation (Pearce 1993) and these lists of#p#分页标题#e#
motivations can be subjective to the author of the survey. However, there are ways to
effectively use this method within research to determine motivations. A good
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example of this is how Sills (1957) conducted research regarding volunteers within
his programme. By observing different motivations by means of a list of benefits, he
used those ranking highly to develop testable hypotheses about volunteer behaviour.
He defined four categories of volunteers: Veterans, Humanitarians, Good Citizens,
and Joiners. Different motivations were classified for each type and he goes on to
deduce that recruitment and retention are also directly related to varying motivations.
An alternate manner of determining volunteer motivation is by investigating the
individual that volunteers. This establishes the demographics of the volunteers and
uses this information to determine the differences between a volunteer and a nonvolunteer
(Pearce, 1993 p. 63), and thus developing a theory about what determines
who will volunteer, i.e., education and income levels.
An example of this type of method is how the Home Office conducts their
Citizenship Surveys. Typical demographic questions are asked and then the volunteer
is then defined by those characteristics, such as age, location of residency, and race
and ethnicity. Attributes held by those who volunteer are then compared to those that
do not. The 2005 survey statistics show that white women, aged 16 – 19 with
qualifications are most likely to volunteer (Murphy, et. al., 2006).
What is necessary for effective research is a combination of these two methods to
create functional hypotheses concerning volunteer motivations. Both of these
methods have been employed during the research of this dissertation in an attempt to
correctly identify the members of NV as event volunteers.
Lastly, it is important to appreciate the complexity of volunteer motivations and how
they differ from the motivations of a paid employee:
Volunteering is fundamentally unlike employment in an important respect:
undertaking volunteer work is usually a modest ‘initial commitment’, unlike
accepting a job. Volunteers may leave after a couple of hours’ work (and
many do) without any disruption of their lives or reputations.
(Pearce 1993, p.82)
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2.2.2. Defining Motivations
GENERAL VOLUNTEERS
Amidst the many individual motivations that emerge from research, one is outlined
as Pearce (1993) concludes that there are three main categories of general volunteer
motivations:
• Generalised service or pro-social motives;
• The attraction of the particular social connections that are formed among
volunteers;
• Particular goals of the organisation joined.
For each of these three categories, volunteers will go through different paths to join#p#分页标题#e#
the organisation (Sills 1957). Sills (1957) explains that individuals with general
motivations to volunteer are likely to go through community volunteer programmes
that will commonly use mass recruitment strategies. If social contacts are what
motivated the volunteer, they will use their personal contacts (friends or relatives) to
join an organisation. ‘Organizations relying on this method of recruitment will find
that their volunteer workforce is relatively homogeneous’ (Pearce 1993, p.81).
Lastly, volunteers are interested in the goals of a particular organisation are likely to
initiate contact with the organisation personally.
Those who are a part of NV are likely to fall into the categories of general volunteer
or those interested in the goals of the organisation. NV does its recruitment in a
passive way, letting individuals come to them, but categorising the volunteers will
conclude with the determined motivations. It was predicted that most volunteers are
interested in the goals of the organisation, which were to help secure the 2012
Olympic Bid, help individuals become official Olympic volunteers, and develop the
Newham community.
SPORT VOLUNTEERS
Sport volunteering is done primarily through formal organisations, such local sport
clubs. Within formal volunteering, 75 percent was with a sports club, contributing 80
8
percent of the volunteered hours (Nichols et. al., 2003). Sport volunteers on the
whole are primarily male and aged between 35 and 59; however, it is men, aged 16
to 24 who actually volunteer the majority of the time (Nichols et. al., 2003).
It is common to find two types of sport volunteers within these organisations.
According to Pearce (1993), there are core volunteers holding formal offices or are
members of boards and committees, and, peripheral volunteers, who can be
considered steady contributors without a high degree of involvement. Peripheral
volunteers are likely to be motivated by a sense of altruism, but core volunteers are
motivated to continue their work by the intrinsic satisfaction of the activity itself
(Cuskelly 2006). Sport volunteering is sustained by the social and personal awards
that are integral to the activity of volunteering (Cuskelly 2006, p.25).
NV is involved in many sporting events, but not many local sport clubs, due to
differences in management and organisation. Many clubs will recruit volunteers from
within the organisation, are managed by volunteers, and members are commonly less
diverse (Cuskelly 2006). NV is currently looking for ways to expand successfully
into local sporting clubs
EVENT VOLUNTEERS
The difference between an event volunteer and a sport volunteer is in their
motivations. The benefits and experiences of an event are different to those of a
sports club, per se; therefore, the motivations to join will also be different.#p#分页标题#e#
Sport event volunteers involved on a long-term basis tend to volunteer their
time in order to give something back to the community rather than a need for
social interaction or networking, which may have been part of the initial
motivation to be involved in a sport event.
(Cuskelly 2006, p.139)
The Manchester Commonwealth Games (CWG) in 2004 was such a success due to
the significant amount of investment it placed in its volunteers and their training. The
event employed the time and skills of nearly 10,500 volunteers. Research was
conducted on the roles, motivations, and expectations of these volunteers and used
the methods of focus groups, questionnaires, and a participant diary (Ralston 2003).
9
The first strength of the questionnaire is that it was based from two sources, a
thorough literature review of past studies, and using the structure of familiar surveys.
Findings were verified when cross referenced with the literature review, allowing a
more complete interpretation of the results (Ralston 2003).
A second strength of this survey is that the questions that were included in the
questionnaire incorporated both methods of determining motivation that were
previously explained: by looking at who is the volunteer and by their personal
influences that caused them to join the organisation. The questionnaire was
distributed to 1300 volunteers, and 698 were completed and returned, thus, a 54 per
cent response rate (Ralston 2003).
Cuskelly (2006) reports Ralston’s (2004) list of things that may influence event
volunteers, which are:
• A feeling of connectedness with something special;
• An empathy with the spirit or philosophy of the event;
• General commitment as local and national citizens;
• Support for an event that leads to the development and image of a local
community, region, or nation;
• Volunteer’s expectations of the experience itself.
Ralston (2004) also found that volunteers were motivated by three factors; altruism,
involvement, and the uniqueness of the event. These factors can then be classified in
more depth as ‘sport event volunteer motives are related to the length of time they
have been associated with a particular event.’ (Cuskelly et. al., 2006, p.139).
In the case of NV, there is the uniqueness, or prestige, quality with having the chance
to volunteer at the 2012 Olympics. However, the opportunities for involvement
leading up to the Olympics will lack any major unique characteristic. It may be that
the status of the Olympics motivates volunteers to be involved in other events as a
means to an end goal of being an Official Olympic Volunteer.
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Lists of specific motivations were also included in the CWG research. The following
is a compilation of the factors that were most frequently cited by the volunteers.#p#分页标题#e#英国留学生论文范文
Table 2.2.2 Most common factors of motivation at the CWG
Factor % of Volunteers who
strongly agreed or agreed
The excitement
over 95%
The chance of a lifetime over 93%
Helping others nearly 91%
Meeting interesting people over 88%
Supporting sport over 85%
Doing something useful for the community over 83%
Being part of a team over 82%
(Ralston 2003)
The demographic statistics reported by Ralston (2003) stated that the gender
difference of the volunteers were balanced (51% female, 49% male) and the largest
age group (21%) was 55 – 64. It was a trend that as the age of the volunteer increase,
so did the likeliness of them being male, and the opposite for females is seen as well.
This is consistent with the statistic mentioned earlier from Murphy (2006) that
younger females are the most common type of volunteer.
The group of responding volunteers reported to be primarily of white ethnic origin
(94%) and the majority (52%) was employed either full or part time (Ralston 2003).
These statistics reflect established profiles found in previously conducted research
(Davis Smith 1998). The indication that most volunteers are employed needs to be
considered when determining motivations as the balance of time between work,
leisure, and volunteering will be managed differently by each individual. Some
people will have to take time off of work, paid or unpaid, or use their annual leave.
Whatever is the case, it should be noted that for most volunteers, other people have
been affected by their choice to volunteer (Ralston 2003). In regards to those who
were working, or had held work in the past, Ralston (2003) reports that 63 percent
11
had supervisory experience at work and 83 percent were in contact with the public.
The volunteers of the CWG felt that the skills that they could offer as volunteers
were commonly driving, managing people, customer service, and clerical and
administrative skills (Ralston 2003). This relates to Cuskelly (2006) as he explains
that the primary roles that volunteers have within volunteer organisations, such as
sport clubs, are either strategic or operational. Strategic roles include administrative
or committee duties and operational positions could be coaches, officials, or event or
general volunteers.
The most common mode of volunteering for the CWG was by the individual’s own
accord (79.1%) (Ralston 2003). Relating this to Pearce (1993), this particular group
of volunteers was likely to be motivated and influenced by their own interest in the
goals of the organisation (CWG). One quarter of these volunteers had been involved
in other volunteer programmes, such as the Duke of Edinburgh’s Award Scheme,
where these programmes were generally regarded as good preparation for the CWG
(Ralston 2003).#p#分页标题#e#
2.2.3. Olympic Motivation
It is nowhere argued that volunteers make the difference in the success of a large
sporting event. They play a vital role in the event operations often having to deliver
professional quality customer service although being a volunteer. As in the case of
the Sydney 2000 Olympics, ‘The volunteers were the shop window of the Games,
and the main point of contact between the organization and its “clients”.’ (Chappelet
2000, p.45) But what is it specifically about these events that attract volumes of
volunteers?
Volunteerism tends to be sporadic in many recreational activities and major
events, and is highly dependent on the availability of tangible and intangible
incentives and awards.
(Ralston 2003 unpub., p.10)
These incentives and awards have been suggested by Farrell et. al., (1998),
concluding that the highest ranking motivations to volunteer for a large event were
12
the desire for event success, helping to improve society, and doing something
worthwhile and beneficial for the community. These results correlated to those
motivation categories determined by Caldwell and Andereck (1994) that the primary
motivations of event volunteers were purposive incentives (those related to
contributing to society), followed by solidary incentives (based on social
interactions) and then material incentives (perks and gifts).
Listed below is a range of factors that may influence volunteer motivation at major
events.
• Volunteers’ perception of the ‘spirit’ or philosophy underpinning the event;
• Volunteers’ commitment as local and national citizens;
• How the event supports the development and image of the local community,
region and nation;
• The tangible and intangible rewards and opportunities that the event offers;
• Volunteers’ expectations of the experience itself.
(Moragas et. al., 2000)
2.2.4. Limitations in Literature
Pearce (1993) mentions that a key limitation to the studying of volunteer motivations
is the methodological problem of finding the information that the researcher is
looking for. Asking a volunteer, ‘Why did you volunteer?’ is not a question they can
easily answer, or are even willing to. Volunteer motives can be quite complex. When
individuals are praised for volunteering this can be used for personal gain such as
social status. The social desirability of volunteering can make stated reasons biased.
Within the literature there is a massive amount of information determining
and defining the initial motivations of volunteers. However, there is substantially less
concerning their motivation to continue to volunteer and there is little agreement on
the established concerning literature (Locke et. al., 2003). These motivations are#p#分页标题#e#
likely be different than those initial motives and will be based on their experiences
with volunteering. One reason for the lack of this information could be its need for
an extensive, longitudinal study. The NV focus group research conducted in this
dissertation was designed to include this desired portion of volunteer theory.
13
2.3. Best Practice of Event Volunteer Management
…if event organizers managed volunteer experiences appropriately, such
investment would pay dividends for the maintenance of a strong volunteer base
in the community for future events.
(Farrell et al., 1998)
Volunteers need their own unique way of management because they are different to
paid employees in more than just fiscal ways. Management styles will vary from
highly structured and formal with a paid supervisor to those that are primarily
operated by the volunteers. Regardless of the difference, ‘effective volunteer
management requires a planned and organised process similar to that required by any
organisational project or effort.’ (McCurley et. al., 1998, p.19)
NV of Newham’s local authority has a formal structure with established roles and
operations run by paid employees. These directors play a management role to the
volunteers and a brokerage role with event managers, finding volunteers that are
interested in the position and qualified for the role.
The members of NV face a unique situation in that they are managed by two separate
sources; the directors of NV and the event managers that they volunteer for. The
volunteer management processes are shared between the two sources of
management; therefore, the volunteers can have varying experiences of effective
volunteer management. Shown on the following page is a diagram depicting the
volunteer management process, Figure 2.3. Each of the processes is then further
discussed within this chapter regarding the directors of NV and event managers.
14
Figure 2.3. The volunteer management process
Needs Assessment &
Programme Planning
Recruitment
Interviewing & Matching
Orientation & Training
Supervision & Motivation
Recognition
Evaluation
Job Development & Design Staff Involvement
Management Support
Community Involvement
(McCurley et. al., 1998, p.19)
The items on the left of the diagram represent the major factors of volunteer
management and those on the right represent those who are interacting, supporting,
or supervising the volunteers and are involved in the volunteer process.
2.3.1. Needs Assessment & Programme Planning
Before employing volunteers, an organisation needs to establish why they would like
to involve volunteers, according to McCurley et al. (1998). This is the first step to
designing an effective volunteer programme because by doing this, it will:#p#分页标题#e#
• Determine the types of roles that the organisation will create for volunteers;
• Enable the organisation to better explain to volunteers how to contribute to
the work of the organisation;
• Effectively manage staff relationships between paid staff and volunteers;
• Provide guidance for an effective evaluation.
15
…the process of acquiring volunteers begins with an examination of
organization strategies and long-term goals along with estimates of current
and future needs for volunteers to service existing and planned programmes
and events.
(Cuskelly et. al., 2006, p.85)
The local authority of East Ham needed volunteers to support London’s Olympic Bid
and invest in the development of the Newham community. This would allow people
to participate in developing the legacy of the Olympics, local sporting events, and
directly be involved in their community.
2.3.2. Job Development & Design
Event managers and ‘organisations that can offer interesting and productive jobs will
find it easier to attract and keep volunteers than organisations with boring or
unsatisfactory jobs.’ (McCurley et. al., 1998, p.43) When designing a position,
McCurley et. al., (1998) advocates including the following four characteristics:
• Ownership;
• The authority to think;
• Responsibility for the result or outcomes;
• Keeping score.
It is suggested that jobs that include these aspects require less supervision.
NV offers a wide variety of volunteer opportunities that are Olympic based, aid in
the volunteers’ personal development, focus on community development, and sport
events of all sizes. NV also allows for each volunteer to choose events that they are
particularly interested in and offer flexible schedules.
In order to aid job satisfaction, volunteers should be given a clear message about the
task they are being asked to perform. This includes the expected amount of
commitment, time needed, and a realistic description of their responsibilities.
Volunteers ‘may become de-motivated by a job that makes fewer demands on them,
or gives them less responsibility’ (Sport England 2001, p.18).
16
2.3.3. Recruitment, Interviewing & Matching
Burgess (1996) explains that there are three common differences concerning the
recruitment of volunteers. The first is that there is an assumption that there are more
jobs than volunteers, consequently, employers feel they need to take on the first
person they see. A second difference is that the recruitment process is generally less
formal than that of a paid employee. However, a level of commitment is still
required. And finally, that the advertisement of openings is commonly through word
of mouth and a formal application process is rarely used.#p#分页标题#e#
In the national population study, 50 percent of volunteers were participating
either because they offered to help or were asked (Taylor et al., 2003), a situation
that implicates two important methods of recruitment.
As mentioned earlier, recruitment will depend on the motivations of the volunteer
and their association with the organisation. Finding the correct volunteer to fill the
position is directly related to the organisation’s honesty regarding the expected duties
and responsibilities outlined in the job description.
Recruiting the volunteer consists of convincing them they have the ability to
contribute to the organisation or the position, and that they will gain personal
benefits for offering their time and commitment (McCurley et. al., 1998).
NV recruits passively; they primarily let the individual approach them for
information. Most volunteers contact them directly after learning of them through
council information, schools, and other local events. Then once joining the
organisation, they are given the freedom to choose events that they would be most
interested in. Event managers also play a role with these processes by assigning
appropriate roles to the volunteers and using their skills effectively.
2.3.4. Orientation, Training & Motivation
In order for volunteers to feel comfortable within the organisation, the orientation
process can be of significant importance. There are three types of orientation for the
volunteer that need to be addressed when introducing them into an organisation.
These are cause, system, and social orientation (McCurley et. al., 1998).
17
Event managers should focus on two aspects of volunteer training. Firstly, the
following three things need to be communicated to the volunteer:
1. This is what you should do and accomplish in your job.
2. This is what you should not do.
3. This is what you should do in the following situation…’
(McCurley et. al., 1998, p.104).
The second part of the training should include information regarding others within
the organisation, their roles and positions, and how they are going to interact with the
volunteer (McCurley et. al., 1998). Volunteers should know who their supervisor is
and be aware of who else will be working with them.
NV holds a ‘Welcome Workshop’ for everyone that joins the organisation where
they learn teambuilding and communication skills, the structure of the organisation,
and what is expected of them. For specific events that require additional training
such as first aid or disability awareness, NV hosts pre-event training sessions that
prepare the volunteers for the event. It is also common for there to be a welcome
orientation to the volunteers when arriving to an event so they are clear about their
responsibilities and roles.
Volunteer management programmes strongly suggest the adoption of effective#p#分页标题#e#
management practices in order to retain volunteers, including practices of reward and
recognition and offering services and training (Cuskelly et. al. 2006). Managers need
to have an understanding of what influenced a volunteer to join the organisation in
order to effectively motivate them to reach their volunteer potential. As discussed
before, motives to initially volunteer are not always going to be identical to those
motivations that make a volunteer continue to contribute.
As volunteers progress in the NV programme, they are offered training for their
personal development, promotion opportunities within the programme itself, and the
continuing motivation of the chance to be an official 2012 Olympic volunteer.
Directors of NV will also offer personal and professional help. Although event
managers should take part in this process, the members of NV are likely to get these
rewards by being associated with the NV programme.
18
As an event manager, you can employ three types of incentives for volunteers:
utilarian (i.e., material incentives, self interest, or personal gain), affective (i.e.,
social benefits, also aligned with self interest), and normative incentives (i.e., having
a genuine concern for others) (Cuskelly et. al. 2006). These incentives are strongly
related to the three motivations to volunteer mentioned earlier, developed by
Caldwell and Andereck (1994): purposive, solidary, and material.
2.3.5. Recognition & Evaluation
If an event manager is struggling to recruit and retain volunteers, they could make a
difference by raising their organisation’s volunteer profile. When event managers put
their focus on the volunteers to the public, it makes them feel appreciated and
valuable and also makes their contribution seen by the remainder of the organisation
(Burgess 1996).
There are many ways to thank or recognise volunteers, some simple and some
complex. The more complex methods suggest a need for a more formal volunteer
policy and possibly a volunteer coordinator position. A list of possible methods of
rewarding volunteer staff can be found in Appendix Two (a). It should be mentioned
that some volunteers will not like public recognition and would appreciate a quiet
thank you (Burgess 1996).
NV offers appreciation by supplying volunteers with personal kits, personally
offering opportunities that fit the interests and qualifications of volunteers, and
providing the options of training and promotion for personal development. They also
personally thank the volunteers after an event, communicate success via NV
newsletters, and provide a reference to those in search of employment. Event
managers working with the volunteers of NV should also provide a type of reward.
The evaluation of an organisation is an assessment of its processes and activities. A#p#分页标题#e#
company that employs volunteers needs to specifically evaluate their volunteer
policy and determine levels of satisfaction. An evaluation of the volunteer policy
should be concerned with the needs of the volunteers, satisfaction levels, and the
19
appropriateness of other volunteer procedures such as recruitment and recognition.
NV performs internal and independent research regarding its volunteers, and the
processes of its organisation. They also have open communication with a core group
of volunteers who provide necessary feedback.
2.4. Research hypotheses
Based upon the objectives of this dissertation and the literature available, the
following hypotheses have been suggested:
• The motivations of the members of NV mimic those of event volunteers
outlined by Ralston’s research (2003) of the CWG volunteers and Cuskelly
(2006). Therefore, research methods of this dissertation have closely followed
those of Ralston (2003);
• Continual motivations are marginally comparable to initial motives.
• The 2012 Olympics have had a positive effect upon the behaviour of the NV
members, increasing the amount and frequency that they volunteer;
• The event managers and directors of NV have provided effective
management practices at their events and demonstrated professionalism;
• NV can provide a framework for successful volunteer programme
development for the use of other local authorities.
Research methods were carefully chosen and designed to provide supporting
evidence for the above hypotheses and have been described in Chapter Three of this
dissertation.
20
Chapter Three
3. Methodology
Based on the hypothesis that the members of NV will behave as event volunteers,
research methods have mimicked those of Ralston and the CWG which are most
relevant to the objectives of this dissertation. Ralston (2003) employed the use of
questionnaires, focus groups, and participant diaries. Due to different research
timelines than that of Ralston, participant diaries were not used. However, both
questionnaires and focus groups were employed. In this chapter the description of
both methods, their strengths and weaknesses, and any implications for interpretation
have been discussed.
This dissertation has used both quantitative and qualitative research methods. This
has helped to achieve depth into research questions in order to meet objectives and
support hypotheses. By using multiple methods of research, the strength of common
findings increases.
3.1. Research Methods
3.1.1. Volunteer Questionnaire
SAMPLING
The total population of this research are the 1000 members of NV who have
volunteered at least once within the past year out of the 2000 members. The sample
of volunteers that the questionnaire was distributed to was 850 individuals. This#p#分页标题#e#
sampling could seen as bias due to the fact that it is based on the records kept of NV
and their accuracy of the desired population cannot be completely determined.
A mailed survey is weakened because there is no control over those who choose to
respond, therefore, a biased sample could be formed since this group is self-selected
(Veal 1992). However, by attempting to contact a large percentage of the sample
frame, the randomness of the distribution has increased and helped to lessen the
21
effect of a self-selected group of respondents. This has also reduced the possible bias
nature mentioned above concerning the generation of the population and sampling
frame.
DISTRIBUTION
As previously mentioned, the volunteer questionnaire was a mailed survey. However,
the volunteers were either sent a questionnaire through the post, or electronically.
Thirty-five percent of the questionnaires were posted and the rest were sent
electronically. The distribution was designed to be seen as familiar to the volunteers,
therefore, method of communication i.e., posted or electronically, and distribution
was done by the directors of NV.
Both methods of the questionnaire distribution included a cover letter which
explained the purpose of the research and assured participants’ confidentiality, found
in Appendix Three (a). The posted questionnaire included a return envelope that was
pre-posted to make it easier for the individual to return their completed
questionnaire. Those volunteers who completed the questionnaire were eligible to
participate in a prize draw for a £50 Marks and Spencers gift voucher incentive that
was agreed upon between the researcher and the directors of NV. This was included
to positively influence questionnaire participation. Those volunteers responding to
the electronic version were told that instructions for participating in the prize draw
would be made available after completing the questionnaire. Volunteers returning
questionnaires through the post were asked to include separate information that was
not connected to the corresponding questionnaire by the researcher.
As this dissertation has worked through and with NV, some constraints presented
themselves. As a consequence, the researcher was not allowed to directly access the
volunteer database in order to contact them to participate in the questionnaire. The
sample of volunteers was provided by NV and those individuals had to follow
distribution recommendations of the researcher. Ralston’s research situation was
nearly identical to this and researchers had to provide the same type of advice to their
collaborators as well (Ralston 2003).
22
QUESTIONNAIRE DESIGN
There are three main strengths of the volunteer questionnaire. The first is that it uses
both methods of determining volunteer motivation previously described (motives#p#分页标题#e#
based on who the volunteer is and on their personal influences (Pearce 1993)).
Secondly, that it closely follows the questionnaire used by Ralston (2003) to
determine motivations for the CWG volunteers, which were expected to be similar to
those of the members of NV. Finally, by using a questionnaire, it provides ‘simple
information on the incidence of attitudes, meanings and perceptions among the
population as a whole.’ (Veal 1992, p.146)
After the questions were designed, an on-line survey design and administrative
package, surveymonkey.com, was used. The same questions were used on both
versions of the questionnaire. The questionnaire was piloted first by directors of NV
and then with three core volunteers that are members of NV. Neither piloting raised
any uncertainties for the design of the questionnaire. NV directors also sent out an
electronic reminder to the volunteers regarding participating in the questionnaire.
The questionnaire used a series of closed ended questions that employed both
methods of determining motivation; some questions asked demographic details while
others asked the individual to rank possible reasons for volunteering. It included
some open ended questions to allow the volunteer to describe experiences and add
additional comments to questions that were not foreseen by the researcher. The
majority of the questions were those asked by Ralston (2003), slightly modified to fit
the members of NV and the Newham community. Questions were also included to
investigate the influence the 2012 Olympics had on volunteer behaviour.
• Questions 5, 7, 8, 11, 14, and 15 were virtually identical to the
questions asked by Ralston researching the CWG, using a five point
likert scale.
• Questions 1 – 4 and 10 were included to monitor volunteer behaviour
and connect it to individual motivations or the influence of the
Olympics.
23
• Question 12 was designed to investigate how volunteer satisfaction
correlates to their experiences while volunteering.
• Questions 13 – 17 ask demographic questions to add to the
interpretation of the suggested motivations listed in other questions.
It was predicted that responses from the questionnaire would be similar to results
found of the CWG volunteers due to the characteristics of the volunteers, not simply
because of asking parallel questions. A useful connection between the motivation
influences and personal demographics has been attempted, and an evaluation of NV
for the proposal of similar programmes was made. The questionnaire also provided
insight into the influence of the 2012 Olympics, and offered implications for best
practice of event volunteer management and increasing volunteer satisfaction.
Questionnaire responses have been analysed using a statistical analytical programme,#p#分页标题#e#
SPSS. A complete version of the final draft of the volunteer questionnaire can be
found in Appendix Three (b).
3.1.2. Volunteer Focus Groups
Volunteer focus groups were conducted to complement the quantitative research
done with the questionnaire. This qualitative information allows for in-depth,
personal accounts of the experiences and motivations behind volunteering.
PLANNING OF FOCUS GROUPS
It was determined that there would be three focus groups conducted with the
members of NV due to budget and time constraints. It was also believed that the
objectives of the research could be achieved with three groups. It was planned to
allow for ten to fifteen participants but those numbers were not achieved. The first
session hosted six volunteers, the second had four new volunteers (with three of the
individuals attending the first focus group deciding to stay), and the last with three.
Individuals repeating a focus group session were instructed to allow new participants
the majority of the speaking time, adding to the conversation only where and how
they had not previously. The low numbers attending could have been caused by the
time schedule of the focus groups, which were between 9:30 a.m. and 4:30 p.m.,
24
effectively restricting those working full time from participating. It is purposed that a
different time table is adopted if research were repeated. However, small group
numbers do not automatically produce unproductive focus groups.
Possible participants were contacted and invited to the focus group by NV due to
data protection constraints to the researcher. Sampling was done by NV on the
recommendations of the researcher, similar to the distribution of the questionnaire.
Morgan (1988) suggests that those invited should have something to say about the
topic and should feel comfortable to say it to each other. This was used in the NV
focus groups as participants were separated into groups by events that they had taken
apart of and were core members of NV who knew each other well.
One serious consideration of focus groups is a set of privacy issues in that what a
participant is sharing with the researcher; they are also sharing it with an entire group
of people (Morgan 1988). This raises issues of altering answers given and limits
what topics can be raised by the researcher.
FOCUS GROUP SCHEDULE DESIGN
The focus group schedule was first designed around questions based on research
objectives, and then organised into research topics with possible prompts to aid
discussion. According to Morgan (1988, p.56), schedules should not be focused
around direct questions because:
• It is a slow-paced and boring approach to group discussion;
• Participants spend too much time interacting with the moderator that
they forget about each other;
• Participants have little opportunity to cut off a topic or spontaneously#p#分页标题#e#
move in an entirely different direction;
• People may answer the questions no matter how uninformed or
uninvolved they are.
The topics were primarily based on Ralston’s research of the CWG (2003), mirroring
her focus group schedule and were designed for other objectives concerning the
evaluation of NV and the influence of volunteering for the Olympics. From Ralston
(2003), participants were asked of their experiences with CWG as well as their
25
expectations. These topics covered the questions of volunteer motivation, both initial
and continuing, perception of value, and the influence of a major event as a motive.
Therefore, these were the topics covered with the members of NV. The focus group
schedule is found in Appendix Three (c).
The participants who were involved in the focus groups were primarily core
members of NV and had been with NV for quite some time. Most of them had been
volunteering through NV for well over a year. This was positive in the fact they had
many experiences to speak of and certain topics, such as continuing motives to
volunteer could be introduced. However, this is not necessarily representative of the
group of NV members as a whole; therefore, this has been considered when
analysed.
CONDUCTING OF FOCUS GROUPS
The three focus groups were organised by three different events that volunteers had
participated in and sessions were held in the NV office, the London Borough of
Newham in East Ham. Each session was scheduled two hours, but most were
completed within one and a half. There were two researchers conducting the focus
groups, one to moderate the group discussion, and one to take notes and monitor the
taping equipment. Because past research was being used (CWG by Ralston 2003),
there was a moderately high level of involvement from the researcher. Morgan
(1988, p.49) suggests that when there is a ‘strong, externally generated agenda,’ such
as ‘comparing the thinking of a new set of participants with what has been found in a
previous set of groups’, a highly involved moderator should be used. This allows the
moderator to steer away from unproductive conversation and go deeper into topics
related to the research.
The focus group discussion closely followed the planned schedule, but allowed for
flowing conversation between the volunteers. They each began with each participant
giving a brief history of their volunteer experience and time with NV. Once answers
became easily predictable between focus groups then the researcher would move
onto the next subject or close the discussion, as suggested in Morgan (1988).
Analysis has been done in a group-by-group progression, using the ethnographic
26
summary approach to analysing focus groups (Morgan 1988). This approach
primarily relies upon the quotes from the focus group participants and is strictly#p#分页标题#e#
qualitative.
The second two focus groups were recorded, however, due to technical reasons, the
first was not. At the conclusion of the focus groups, researchers discussed participant
responses and behaviours for 45 minutes and then the audio tapes for the second two
focus groups were then independently transcribed for further detailed analysis. A
transcription of the second focus group is found in Appendix Three (d). Lunch and
travel expenses were provided to the focus group participants, courtesy of NV, as an
incentive to be involved.
3.2. Research Limitations
Beyond the above mentioned limitations of the methods chosen, a self-selected
population of respondents, not having direct control of the distribution and the time
scheduling of the focus groups, the complexity of understanding volunteer
motivation should be stressed. As Rochester (2006, p.21) explains,
…the explanations given by volunteers tend to be rationalisations of their
behaviour and are expressed in a conventional vocabulary which prompts
them into certain kinds of stock answers – especially when administered
through a questionnaire.
Other limitations of the performed researched methods for consideration when
analysed are:
• Having a low response rate to the questionnaire. Although a low response rate
to mailed surveys is expected, it was hoped to receive more to lessen the
effect of not having direct control of distribution.
• The volunteers of NV are in a slightly different situation than the CWG
volunteers researched by Ralston. Instead of simply being motivated by one
large event (CWG), NV members have to be committed for many events and
27
years before their large event (2012 Olympics). Although both sets of
volunteers are event volunteers, their motivations and levels of commitment
may be different.
• The lost focus group responses due to a faulty tape recorder, even though it
had been tested minutes before starting, are an unfortunate limitation.
However, detailed notes were taken to compensate for lost data.
• Although specifically requested to not fill out more than one questionnaire,
some participants may have if they had been sent both posted and electronic
versions of the questionnaire. It has been attempted to locate such
questionnaires and use only one version.
In addition to the complexity of initial motivations, motives to continue are just as
complex and even more difficult to determine, thus, the lack of current literature on
the topic. By complementing the questionnaire responses with the focus groups,
responses have been related to the individual for a more genuine interpretation of
both initial volunteer motivations and those that influence them to continue.
28
Chapter Four
4. Results and Discussion#p#分页标题#e#
4.1. Research Results Descriptions
4.1.1. Volunteer Questionnaire
There were 76 completed questionnaires returned after the distribution, giving an
8.8% response rate. Nearly half of the surveys (36 of the 76) were returned
electronically and the rest were posted to the researcher. Data from questionnaires
was then entered into an SPSS database to be analysed.
After the closing date of the questionnaire, a participant was randomly selected for
the prize draw. They were then contacted in order to ensure a correct address and
then sent the £50 Marks and Spencers gift voucher.
4.1.2. Focus Groups
FOCUS GROUP NO. 1
The first focus group consisted of six individuals with varying backgrounds,
motivations, and volunteer experiences. The individuals are described below:
• Volunteer A: Joined NV in September 2004, currently in college training
programme.
• Volunteer B: Joined NV in January 2004, currently unemployed, team leader
in NV.
• Volunteer C: Joined NV in September 2004, currently unemployed, team
leader and trainer in NV.
• Volunteer D: Joined NV in September 2004, permanently retired, team leader
and trainer in NV.
• Volunteer E: Joined NV in September 2004, currently unemployed, team
leader in NV.
• Volunteer F: Joined NV in May 2007.
29
FOCUS GROUP NO. 2
Volunteers B, C, D, and E joined the following four volunteers during the second
focus group:
• Volunteer G: Joined NV in April 2007, currently unemployed.
• Volunteer H: Joined NV in September 2004, permanently retired.
• Volunteer I: Joined NV in June 2006.
• Volunteer J: Joined NV in 2005, currently unemployed, team leader for NV.
FOCUS GROUP NO. 3
There were three individuals that were a part of the third and final focus group. They
are described below:
• Volunteer K: Spending two weeks with NV for work experience, full time
education.
• Volunteer L: Spending two weeks with NV for work experience, full time
education.
• Volunteer M: Joined NV in June 2006, working part time.
4.2. Volunteer Motivations
‘I didn’t want to be sitting inside watching daytime TV.’ (Volunteer D)
‘Adventuring, adventuring. Something different.’ (Volunteer B)
Listed on the following page are the ten motivations that were ranked the highest
among the questionnaire participants. The column on the far right of Table 4.2
represents the motivations ranking as viewed by the CWG participants.
30
Table 4.2. Highest ranking motivations to volunteer from NV and CWG
Motivation NV
Ranking
CWG
Ranking
It gives me satisfaction to help others. 1 (91.0%) 3
I will be doing something useful for the
community.
2 (87.2%) 7#p#分页标题#e#
I will be a part of a team.
3 (82.9%) 6
I can help Newham by being involved. 4 (80.3%) 8
It will provide new challenges. 5 (78.9%) 11
I will learn new skills and capabilities. 6 (78.9%) 12
It enhances my personal development. 7 (78.9%) 29
I will meet interesting people. 8 (77.6%) 5
We should all be less money oriented and do
something for the community.
9 (69.7%) 10
I want to do something that is different from
my usual work.
10 (69.7%) 14
Question 5 from Volunteer Questionnaire and Ralston 2003
A full description of all possible motivations and their comparison to the CWG can
be found in Appendix Four (a).
Although the rankings between the two groups of volunteers are not identical, there
are many similarities that are important. Both groups of volunteers generally ranked
altruistic and community development motivations higher than others, such as
material incentives (Pearce 1993; Ralston 2004). Material incentives were ranked
significantly low by members of NV and the volunteers of the CWG, see Appendix
Four (a).
The highly ranked motivations fall into the categories suggested by Cuskelly (2006)
of event volunteers that there will be connectedness with something special and
support for community development. This was similarly demonstrated during the
focus groups. Participants repeatedly expressed building confidence combined with
gaining skills and experience as personal motivations to volunteer. They also
mentioned that they were interested in sport development and giving back to the
community of Newham. Motivations mentioned during the focus groups are very
close to those highly ranked from the questionnaire.
31
The members of NV are also comparable to the volunteers at the CWG in their mode
of volunteering. The majority of CWG volunteers (79.1%) joined on their own by
approaching the organisation (Ralston 2003), similar to NV. Focus group participants
spoke of joining NV in search of personal work, wanting to be involved in the
Olympic Bid, wanting to gain experience and skills, and wanting to learn about the
Newham community.
A difference is apparent between the two groups of volunteers (NV and CWG) where
personal motivations such as personal development, new skills, and new capabilities
are ranked higher by those in NV than in the CWG. This could be due to the
community development nature and future orientation of NV. Although the
programme has been used to help the Olympic Bid and members could use it as way
to become an Olympic volunteer, a large focus of the programme is on community
development. In addition to this, NV has been designed for future development,
beyond the 2012 Olympics, where the CWG was an isolated event.
4.2.1. Differences in Motivation by Demographics and
Employment Status#p#分页标题#e#
According to the volunteer questionnaire, the majority of the members of NV were
female (57.9%) and were the age between 18 and 24 (25.0%). They were primarily
Black (Caribbean, African or other) (34.2%) or Indian (14.5%). Most volunteers
were in full or part time work (57.9%). Those that were not working were most
commonly in full time education, followed by being unemployed and in search of
work.
These demographic statistics are very similar to those determined earlier by Murphy
(2006) and Ralston (2003). However, a significant difference is the ethnicity of the
members of NV compared to established statistics of event volunteers, most
commonly white. This is opposite to the composition of NV, shown on the following
page in Figure 4.2.1.
32
Figure 4.2.1 Ethnic origins of the members of NV
White, 10%
Indian, 15%
Black, 35%
Other, 14%
Pakistani and
Bangladeshi,
13%
Did not
answer, 13%
(Volunteer Questionnaire, Q15)
Within NV, volunteers with a white ethnic origin are the minority. This difference
could be due to the composition of Newham’s community and the nature of the
programme. However, this does not necessarily change the interpretation of the
members of NV as being event volunteers. It is merely a unique situation to the
location of the programme.
The ranking of motivations from the volunteer questionnaire were almost identical
within each ethnic group. The highest, and lowest, ranked statements were identical
within each group’s ranking. Therefore, there were no significant differences
between different ethnic groups and their stated motivations.
When comparing the employment details to the ranking of motivations, it has been
found that whether volunteers were working either part or full time or unemployed,
they were most likely to highly rank altruistic reasons for volunteering, such as the
satisfaction of helping others and the community, being part of a team and
challenging one’s self. They were less likely to be motivated by making business
33
contacts, doing something that is related to their current work, or wearing a uniform
and being official. They also were not looking for ways to spend free time. These
findings are extremely comparable to those found in Ralston (2003). Motivations to
volunteer cannot be significantly determined by the employment status of an
individual.
When determining motivations, using demographic information can be beneficial at
times. However, it does not solely provide an effective way of determining motives
as demonstrated here, showing no significant differences. Based upon this research,
demographic details will not affect motivation.
Although there are slight differences between NV and the CWG, they do not
significantly affect the outcome of volunteer behaviour and how they are categorised.#p#分页标题#e#
The volunteers of NV should be considered event volunteers due to their reported
motivations, behaviours, and how they compare to the event volunteers of the CWG.
4.3. Influence of 2012 London Olympics
The questionnaire responses reported that 60 percent of participants either strongly
agreed or agreed that the chance to be an Olympic volunteer motivated them to
volunteer, see Appendix Four (a). Seven of the thirteen focus group participants
reported that they had goals of becoming an Official Olympic Volunteer and that it
was a significant factor in their volunteering. ‘The Olympics are coming to my
community – I want to volunteer.’ (Volunteer A) In addition to this, even those who
expressed that they were not influenced by the chance to volunteer for the Olympics
still were somewhat interested in the possibility. ‘…but if it was going my way, I
wouldn’t knock it back, put it that way.’ (Volunteer J)
Questionnaire participants were asked to communicate whether the amount they
volunteer had increased, remained the same, or decreased since joining NV. It was
reported that 53.9 percent said it had increased, 21.1 percent remained the same, and
18.4 percent said it had decreased. Although there could be many reasons behind this
volunteer behaviour, one connection is the motivation to be an Olympic volunteer.
34
These statistics of volunteer behaviour were cross-tabulated with Question 5.x. of the
questionnaire (I want to increase my chance of being chosen to volunteer during the
2012 London Olympics). Participants ranked this statement using a 5 point likert
scale where 1 = Strongly Agree to 5 = Strongly Disagree.
An individual’s motivation to become an Olympic volunteer correlates to an increase
in the amount they volunteer. This suggests that individuals with goals of becoming
an Official Olympic Volunteer will increase the amount and frequency of their
volunteering. However, it is difficult to determine the exact extent of the influence.
Ralston’s (2003) volunteers were highly motivated by the CWG, so that research will
be slightly different from that of the members of NV. But as previously stated, the
direct influence of a large event is viewed very differently between the two groups of
volunteers. For those involved with NV, the Olympics are still very far away in the
future, with many more commitments to be fulfilled before the opportunity
materialises. It may be seen with future research as the 2012 Olympics near, its
influence to motivate volunteering could increase.
4.4. Continuing Motivation to Volunteer
The focus groups allowed for investigation into how motivations to volunteer had
changed over time compared those initially influencing an individual to join. Views
expressed by the focus group participants were similar to initial reasons (altruistic#p#分页标题#e#
motivations and personal benefits) however, they were deepened. Instead of merely
giving back to the community, the motivation became one of wanting to inspire the
community. Going beyond being part of a team and meeting new people, volunteers
expressed the reward of increasing their diversity awareness. It is not simply meeting
Table 4.3. Comparing Olympic motivation to amount volunteering
1 2 3 4 5 N/A Total
Increased 13 14 6 3 4 1 41
Remained
the same
5 4 4 1 1 1 16
Decreased 3 3 3 3 1 1 14
N/A 2 2 0 0 0 1 5
Total 23 23 13 7 6 4 76
Volunteer Questionnaire
35
new people; it is meeting different types of people that you would not otherwise.
When comparing statements about initial and continuing motivations to volunteer,
the reason changed from ‘wanting to meet new people’ to ‘making new friends’.
…I live in a white, middle class part of the country, now [through
volunteering with NV], I’ve met people like E., M., and F, you know. I
perhaps wouldn’t meet them in my normal scheme of duty, but you know, we
got on famously together. We work as a team. I walked from East Ham
station this morning, and I guess it was me and a couple of other white faces.
(Volunteer H)
As members of NV continued to volunteer, their personal motivations also became
more detailed as they began to learn more about themselves. It seems that whatever
motivated the individual in the first place to volunteer, the volunteering itself
becomes a motivation to develop in personal ways. Focus group participants spoke of
learning how to speak in public, dealing with healing and learning about diversity,
using old skills in new ways, demonstrating motivation and commitment for
potential employers and becoming a role model. Participants listed the following
skills and benefits gained from continual volunteering:
• Interpersonal and communication skills.
• Disability awareness.
• Self confidence.
• Professionalism.
• Intuition and initiative.
• Feeling of personal investment.
• Networking and reference for employment.
• Teambuilding skills.
• Making friends.
What was demonstrated during the focus groups, however not mentioned explicitly,
was the social aspect of continual volunteering. The participants clearly were well
acquainted with one another, with personal jargon, inside humour, and many shared
experiences through the events with NV. Although it was only briefly spoken of, the
social benefits were obviously a significant motivation to continue to volunteer with
NV.
Based upon the research conducted, it is suggested that motivations to continue to
volunteer will be determined by their initial motivations. They are parallel to the#p#分页标题#e#
36
primary initial motivations of event volunteers (purposive, solidary and material,
Caldwell and Andereck (1994), mentioned earlier), however, they gain purpose and
definition with time and experience. Material incentives were not mentioned by the
focus group participants to be a continual motivation to volunteer. It is perceived that
as the amount of time involved with NV increases, purposive and solidary
motivations increase and become more meaningful and material incentives lose their
ability to influence.
Although the focus group participants may not be representative of NV as a whole,
these types of volunteers with many experiences and who have been involved for a
number of years are the target population for this particular objective. The suggested
insight to continuing motivation is a positive addition to the limited aspect of
volunteer theory and what motivates them, and provides direction for future research
on the subject.
4.5. Volunteer Satisfaction and Management
The research conducted did not include the investigation of event organisers and
their value and management of volunteers. Therefore, suggested theory on volunteer
management has been deduced based on information regarding volunteer satisfaction
and their experience at events.
The members of NV felt that the skills that they could offer as volunteers were
customer service (76.3%), hospitality skills (57.9%), management skills (53.9%),
computer and IT skills (52.6%), and clerical and administration skills (44.7%). These
skills are consistent with those reported by Ralston (2003), except the volunteers of
the CWG reported driving was another common skill they could offer. Only 19.7
percent of the members of NV commented that driving was a skill they had. As
shown on the following page in Table 4.5.1., 56.6 percent of questionnaire
respondents either strongly agreed or agreed that they were given tasks that used
their skills. This implies that there is room for improving the delegation of tasks to
volunteers and the design of the position.
The members of NV are managed by two different sources: event organisers and the
directors of NV. Each has been discussed separately to compare management styles
and volunteer experiences.
37
4.5.1. NV Volunteers’ Event Experiences
Shown below are questionnaire participants’ responses when asked their level of
agreement with statements regarding their experiences with events and with
managers.
These statements show that the members of NV are generally quite satisfied with the
events that they are involved with. Every statement was primarily ranked as
‘Strongly Agree’ or ‘Agree’. Focus group participants also expressed similar views
concerning the events they had participated in, stating that they felt valued by the#p#分页标题#e#
event participants, felt completely involved, and were given some level of authority.
They also felt excited and exhilarated. ‘It’s exhausting… but it’s a great day out.’
(Volunteer H)
The only portion of the above table that should be highlighted is that the largest
portion of ‘Strongly Disagree’, which is the statement, ‘I felt valued by the event
manager.’ Although it is a small proportion, it should be noticed that there is a
slightly larger group of dissatisfied volunteers.
Table 4.5.1. Ranking of volunteers’ experiences at events
(Ranked by ‘Strongly Agree’)
Statement
1
(%)
2
(%)
3
(%)
4
(%)
5
(%)
N/A
(%)
I feel like I am part of a
team.
38 38 11 4 1 8
My expenses were
covered.
34 26 21 5 3 11
I felt my contribution made
the event better.
33 38 17 1 1 9
I felt I could ask for help if
I needed it.
33 36 17 4 3 8
I felt valued as a volunteer
by the event manager.
33 30 11 7 9 11
The training through NV
helped prepare me.
33 28 18 5 4 12
It was clear what I was
expected to do.
30 36 17 7 1 9
I was shown respect for
my contribution.
30 34 15 7 5 9
I knew who was in charge
of me.
29 33 17 8 1 12
I was given tasks that
used my skills.
26 30 13 13 8 9
1=Strongly Agree, 5=Strongly Disagree
Volunteer Questionnaire
38
The focus groups, however, also brought up that they felt there were ways they had
been mismanaged. These points have been described below along with management
implications.
• Actual volunteer responsibilities for the event did not match the brief given
prior to the event and volunteers feel under utilized and had to use their
initiative to become involved.
o Event managers have not effectively determined their role for
volunteers and there has been miscommunication. It demonstrates a
need for a more formal volunteer policy and possibly a volunteer
coordinator.
• Volunteers have worked harder than the paid employees.
o This implies that event managers have not communicated to the rest
of the staff the role of the volunteers and that they have lost authority
over their staff.
• Event managers have not always followed industry standards for breaks and
meals, and there have been poor facilities for the volunteers.
o Disrespecting the volunteers by not giving them proper breaks is
simply taking advantage of them and is poor staff management. It
suggests an under-appreciative attitude towards volunteers. Not
ensuring proper facilities for an event is also sub-standard.
In general, the focus group participants felt that it was practical problems, such as#p#分页标题#e#
proper facilities, that were most commonly experienced at events.
Although there is conflicting information regarding volunteer management and event
experiences between the focus groups and the questionnaire, there are two possible
explanations for the disagreement of terms. These are listed on the following page.
39
1. Although volunteers are under the authority of event organisers, they are still
members of NV. This could explain the high ranked statements of feeling like
a team, having expenses covered, and a collective feeling of positively
contributing to an event.
2. The conflicting responses that come from the focus groups could be due to
the structure of a group discussion. When individuals have someone listening
to them, it is common to all want to share their own stories of what they had
gone through. These are, typically, negative events recalled.
Based upon the research and evaluation considerations, it is suggested that the
majority of event managers do have effective volunteer policies and place a high
value on their volunteers. It is perceived that event managers generally have placed
effort into each stage of the volunteer policy process mentioned earlier, such as
recruitment and job design.
4.5.2. NV Volunteers’ Experience with Newham’s
Volunteers
Throughout the focus groups, the participants did not mention any negative attitudes
regarding their management within NV. It was mentioned many times that NV
offered flexible scheduling and a wide variety of roles to effectively coordinate
volunteers’ interests and skills.
You could really be volunteering three or four times a week, and we’re not
only talking sport, we’re talking many things. You could work with kids if
you want to be involved with kids, you could work with old people, and ah,
care in the community almost. If you want to go that way, there’s plenty of
opportunities…
(Volunteer H)
…it’s being in all these different roles, like when we did the triathlon, … I’ve
never done that type of thing before, I’ve never used a walkie-talkie. So it’s
like, learning and being a different role that you’ve never even been in
before…
(Volunteer G)
40
Other participants mentioned that they felt NV was ‘fantastic’ (Volunteer J); they
were learning new skills, getting training for employment and for events, and felt
valued and rewarded by the directors of NV. One volunteer felt NV was effectively
managed because it was the type of programme where ‘the more that you put in, the
more that you get out’ (Volunteer M).
This is particularly important because this flexible characteristic of NV allows many
different types of people in different situations to become involved. It caters to those#p#分页标题#e#
who are working full time, to those in search of employment. It provides CV
reference and many events to fill the time of the retired and restless. Because of this,
NV has given itself sustainability and a positive reputation among its members and
the community of Newham.
Shown below are questionnaire participants’ responses when asked their level of
agreement with statements regarding the benefits of being involved with NV.
There were some comments raised regarding the relationship with the directors of
NV and issue of expenses. Some participants felt it was not easy to get their expenses
Table 4.5.2. Ranking of benefits of being involved with NV
(Ranked by ‘Strongly Agree’)
Statement
1
(%)
2
(%)
3
(%)
4
(%)
5
(%)
N/A
(%)
It is helping my
community.
41 38 13 1 0 7
I feel like I am part of a
team.
40 40 9 8 1 7
It provides volunteering
opportunities that I could
not otherwise be involved
in.
40 32 15 4 3 8
The training prepares me
for volunteering at events.
38 34 12 3 4 9
The programme makes it
easier for me to volunteer.
28 43 12 8 0 9
I think this programme will
help me become an
Olympic volunteer.
28 36 22 5 3 7
I have a way to
communicate my
opinions.
24 34 28 5 3 11
1=Strongly Agree, 5=Strongly Disagree
Volunteer Questionnaire
41
covered and they were made to feel like they were not entitled to them; ‘…gaining
expenses from the central team is a nightmare.’ (Open-ended Question 12 from
questionnaire)
Despite a small amount of negative comments, the directors of NV appear to be
effectively developing their volunteer programme and managing their members. It is
perceived that they have put effort into every stage of the volunteer process,
especially retention, reward, and job design.
42
Chapter Five
5. Conclusions and Recommendations
5.1. Research Conclusions
5.1.1. Motivations and the 2012 Olympics
It has been concluded that the members of NV are a group of event volunteers who
are motivated primarily by altruistic influences such as community and personal
development. These motivations are comparable to those of the CWG volunteers
(Ralston 2003, see Appendix Four a.), with a few exceptions.
The members of NV ranked personal development motivations significantly
higher than those involved with the CWG and were slightly less motivated by the
importance of a large event. This caused their level of commitment as volunteers to
differ. The CWG volunteers were episodically involved with a singular event with
high prestige (Rochester 2006), while the members of NV were likely to become
continual volunteers, being involved in many, usually smaller, events. However, this#p#分页标题#e#
of course, is directly related to their individual motivations to volunteer and personal
situations. One who has high personal development goals or the desire to become an
Official Olympic Volunteer would commit more to volunteering and therefore be
considered less episodic than those who were interested in occasionally filling free
time.
These differences between the volunteers primarily come from the variations of the
core objectives of the two programmes (pre-volunteer programme for the CWG and
NV). The goal of the programme for the CWG was to develop an effective team of
volunteers to assist in the hosting of a large event. There were no initial plans of
community or personal development for the members of this programme. NV is the
opposite, focusing on the development aspect with the reward of volunteering for a
large event that is being held in the community. NV is concerned with creating a
human legacy after the Olympics have come and gone to parallel the large amount of
restoration the community is undertaking. They are not just focusing on the physical
regeneration, but a regeneration of the community members as well.
43
These observations add to the theory of event volunteers (Cuskelly 2006; Rochester
2006) in that there is a category of event volunteers that are less episodic, or not at
all. By being motivated by a large event, they are interested and willing to volunteer
at many levels and for many years, demonstrating commitment far beyond that of an
episodic event volunteer.
5.1.2. Continual Motivations
The motivations of non-episodic volunteers to continue to be involved will be
comparable to those that initially influenced them, most commonly altruistic
motivations which are purposive and solidary incentives (Caldwell and Andereck
1994; Pearce 1993). However, the initial reasons will become more meaningful and
personal with their experiences with volunteering. Initial motivations are typically
more generalised and impersonal, however, with time and experience, the volunteer
gains new understanding of what they would like to get out of volunteering. They are
able to communicate what specific goals they would like to achieve and how they
would like to do it. Material incentives (ranked lowest by Caldwell and Andereck
(1994) as an initial motivation) seem to have an even less influence than they may
have initially. The social benefits of being a continual volunteer seem to be highly
motivating and contributes to an individual’s investment and commitment to
volunteering, strengthening their non-episodic nature.
It is also seen that as time passes, a change in the perception of volunteering happens
within the individual. Instead of seeing volunteering as merely a way to gain new
skills, fill free time, or increase chances of employment, volunteering is felt to be a#p#分页标题#e#
motivation to do other things. It has changed from a means to an end to an inspiring
part of the individual’s life. Volunteering has become a motivation for these people
to take on new challenges and open new doors of opportunity. One focus group
participant said that volunteering influenced and encouraged him to better himself.
This is a small addition to the theory of continual volunteer motivations where prior
research has been limited. By understanding the initial and continual motivations of
event volunteers, volunteer behaviour can be predicted and effectively managed.
44
5.1.3. Volunteer Management
Based on the research of this dissertation, volunteer management is an understood
and practiced theory by different types of managers. In most cases, volunteers are a
valued type of staff and managers are attempting to effectively employ them to take
on roles that interest and challenge them. Although there were two types of managers
investigated, the directors of NV and event managers, and each had different
methods and roles for volunteer management, both had developed effective practices
that relate directly to the corresponding theory (McCurley 1998). NV can use their
policy to expand into the community of Newham with the GNS and into the local
sport clubs as their public recognition increases and they become a familiar part of
the community.
This expansion into sports clubs could cause NV trouble due to differences in nature
and organisational structure. Sport clubs are most often run by the volunteers
themselves, members are commonly less diverse and come from similar
backgrounds, and they tend to do recruitment from within the organisation (Cuskelly
2006; Nichols et. al., 2003). However, the non-episodic nature of some members of
NV makes the transition more feasible than originally thought. The above stated
differences between the nature of NV and sports clubs are minimized by members
demonstrating commitment, taking initiative therefore showing autonomy, and being
known and trusted members of the community with developed skills. As a result, the
barriers to being involved with sport clubs are lessened. The volunteer management
policy of NV could then easily be employed by other local authorities to develop a
successful community volunteer programme.
5.1.4. Implications for Further Research
This research has offered direction for further research into the influence of the 2012
Olympics and the continual motivations of event volunteers. It may be found that
those that were not affected by the Olympics currently are now very motivated by it
and maybe these individuals seeking personal development have progressed into a
new career, all made possible from volunteering with NV. As new communities
45
attempt their own volunteer and community development programmes, it could bring#p#分页标题#e#
out a new category of volunteers who are part of highly social volunteer clubs. The
future orientation of these programmes also allows the opportunity for the
longitudinal research that is needed to advance the theory of continuing volunteer
motivations.
5.2. Recommendations
5.2.1. Actions for Members of Newham’s Volunteers
In order to gain the most from being a part of NV, members should continue to
volunteer for a variety of events and record their participation and training in their
volunteer journal (provided to them by NV). They should set specific goals for
themselves and communicate these with the directors of NV. By demonstrating
commitment and responsibility, the directors are willing to help, such as providing
reference and editing a CV.
If a volunteer views volunteering as a lighter activity, such as those who are retired,
it is an opportunity to have new experiences, meet new people and see new things.
However, it is the job of all types of volunteers to continue representing NV
positively and help with recruitment for the programme. It needs the continual
contribution of community members to make a difference in Newham. This
programme has the potential to create an involved, informed and caring community,
and the members of it should be taking more responsibility.
5.2.2. Actions for Directors of Newham’s Volunteers
The success of the NV over the past two and half years has been because of the
investment of its directors. They have put effort and thought into their volunteer
policy and the goals of the programme. It is recommended to increase attention to the
progress and participation of their volunteers. The following things should be
considered to help the effectiveness of the programme and help to achieve goals:
• Keep records of those who are volunteering and how often. It may be that the
same group is consistently volunteering and NV would benefit from working
46
with other people. This could also reach those volunteers that may feel
overlooked by the directors.
• Perform regular evaluations of volunteer satisfaction, participation and future
goals. This would increase and maintain positive communication with the
members of NV.
• Adopt a more aggressive recruitment scheme to introduce the programme to
new people and the wider community. This would increase the collective skill
set and knowledge of the group. It would also increase their value to event
managers.
• Develop best practice training for event managers to increase their awareness
of working with volunteers.
Adopting any of these recommendations would increase the already positive work of
NV and would only add to its effectiveness. By interacting with its directors and
members, the investment and commitment to the programme are strong and#p#分页标题#e#
increasing. Many individuals, the community of Newham and possibly the 2012
Olympics are benefiting greatly from this programme. Investment from their local
authority should be sustained.
5.3. The Future of Newham’s Volunteers
5.3.1. Further Development
NV has intentions on developing two additional attributes to the existing programme.
The first is the GNS, previously mentioned, which will include community
development programmes, not just the sport and leisure events it currently is
involved with. Many of the above recommendations, increasing recruitment, best
practice training, and satisfaction evaluation would also help with the development
of the GNS. Making this programme successful should not be difficult if based on
NV and using core members to motivate others and be leaders.
47
Their intention to move the programme into the territory of sport clubs could be
difficult, but as discussed earlier in this chapter, they are in a good position to be
successful. To help reach the expansion goals of the programme, the GNS should be
the first of these two moves attempted because it will raise the public profile of NV,
making the faces of the volunteers and directors familiar ones within the community.
NV should continue to use their connection with the 2012 Olympics for recruitment
and motivation because it is likely to be more influential as it becomes the forefront
of the community.
5.3.2. Best Practice Model
NV is a programme that could easily be used as a model for other local authorities
interested in developing a similar programme. Other local authorities should adopt
the flexible, yet formal, structure that NV has capitalised on. With a paid permanent
staff to organise, train, recruit and reward the volunteers. This allows them to work at
a professional and personal level with the volunteers. The schedule of events to
participate in should include some that are large because it will be easier to attract
interest for these events and those that are directly related to the community,
hopefully creating a group of continual volunteers. Many members of NV enjoyed
that the events that taught them new things about their own community.
Although NV has used the Olympic Bid and the possibility of becoming an Olympic
volunteer to provide initial interest in the programme, this is not what has made the
programme such a success. That has been the investment by the directors to develop
an effective programme that works with volunteers and recruits all types of people.
Their commitment to seeing volunteers as individuals, believing in their ability to
improve themselves and the community, and to changing the way culture thinks of
volunteers sustains this programme.
48
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vi
Appendix One
a. The History of Newham's Volunteers#p#分页标题#e#
This progamme was developed in September 2004 with the hopes to support the
London 2012 Olympic Bid. It also hoped to create a local support service for events
delivered by the Culture & Community and other council departments. It was based
upon the highly successful volunteer programme that was developed to deliver the
Manchester Commonwealth Games 2004.
Within the first year, 1,300 volunteers were recruited and were participating in a
range of events within the Newham community and beyond. Volunteers were also
given different training opportunities that included first aid, coaching qualifications
and disability awareness. There are also development progammes for those
volunteers that wish to take on a larger role within the organisation, becoming
volunteer leaders and trainers.
After one year of being open, the programme secured two more years of funding
from the local authority. Now one year into that funding, Newham's Volunteers have
nearly 2000 registered volunteers, 60 team leaders and 7 trainers.
Currently developments of the programme are a pre-volunteer programme and the
Good Neighbourhood Scheme. These programmes would open up more
opportunities for people to be involved and a chance to improve the Newham
community.
(Newham Council Communications 2006)
vii
Appendix Two
a. Suggestions for volunteer reward and recognition
• Making the co-ordination, management and support a key area of work of
the organisation and in important part of its forward plans.
• Recongising the need for somebody to be responsible for volunteer coordination
and support
• Communicating the value of volunteers throughout the organisation.
• Thank you letters, maybe following an event or completion of a major
project.
• Personal telephone calls.
• Taking an interest and keeping in touch.
• Occasional bouquet of flowers or small gift.
• Goodies such as kit bags, t-shirts or sweatshirts.
• Social evening, just for volunteers.
• Priority on tickets for major events.
• Perks such as trips with the teams.
• A regular feature about people behind the scenes in the newsletter or
magazine and the impact of the work on the organisation.
• Features in the local newspaper.
• An annual award for the volunteer of the year.
• Long service awards.
• Nomination for external awards (such as local authority awards, the
Barclaycard VIP Awards, the National Coaching Foundations’s Coach of
the Year Awards, etc.)
(Burgess 1996, p. 54)
viii
Appendix Three
a. Cover Letter for Volunteer Questionnaire


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Dear Newham Volunteer,
We would be very grateful if you could complete the attached questionnaire which is part of research
being conducted by staff at Sheffield University. The research aims to find out why people join the
Newham Volunteer programme, what volunteers feel about their experience of helping at events, and
how this benefits the events themselves.
We are working with the Newham Volunteer programme in conducting the research; however we are
able to give an entirely independent view. Our findings will help to improve the Volunteer
Programme and the experience for the volunteers.
Your response is anonymous. We do not have your address as the questionnaire has been distributed
by the Newham Volunteer Programme. However, if you would like to contact us directly to ask about
the research or make further comments you can do so by e mail to Ellen Ojala -
ecp06eo@sheffield.ac.uk, or phone to Researcher Nichols at the number above.
Please return the questionnaire in the pre-paid envelope provided to ‘Researcher Nichols, Sheffield
University Management School, 9 Mappin Street, Sheffield, S1 4DT’, by 1st August 2007. Your
response is confidential.
If you would like to be included in a prize draw to receive a £50 Marks and Spencers gift voucher,
please fill out and return the bottom portion of this letter with your completed questionnaire.
In addition to this printed version, you may receive an option to complete the survey online by your
email. Please only fill out one version of this questionnaire, which ever may be easiest for you.
Thanks very much for your help in this research.
Yours sincerely,
Researcher Nichols and Ellen Ojala
Name:____________________________________
Address:__________________________________
_________________________________________
_________________________________________
email:____________________________________
ix
b. Volunteer Questionnaire
1. When did you join Newham’s Volunteers?
Month _____________ Year ______________
2. In the year before you joined Newham’s Volunteers had you been a
volunteer in an organisation or group of some kind? Being a volunteer
means doing anything for which you received no payment other than#p#分页标题#e#
expenses.
(Please! one.)
Yes (Please specify which group/s.
________________________________)
No
3. If you answered YES to question 2: - Since you joined Newham’s
Volunteers have you continued to volunteer for the same organization?
Yes
No
4. Since you joined Newham’s Volunteers has the amount of volunteering
you do in total:
Increased Remained the
same
Decreased
5. Why did you join Newham’s Volunteers? Please indicate your level of
agreement with the following reasons by circling the corresponding value.
(Please circle one value per reason.)
Strongl
y Agree
Agre
e
Neutr
al
Disagre
e
Strongl
y
Disagr
ee
a. It gives me satisfaction
to help others.
1 2 3 4 5
b. I will be supporting good
causes that I am
interested in.
1 2 3 4 5
c. I will meet interesting
people.
1 2 3 4 5
d. I will be a part of a team.
1 2 3 4 5
e. I will be doing
something useful for the
community.
1 2 3 4 5
x
f. I can help Newham by
being involved.
1 2 3 4 5
g. We should all be less
money oriented and do
something for the
community.
1 2 3 4 5
h. It will provide new
challenges.
1 2 3 4 5
i. I will learn new skills
and capabilities.
1 2 3 4 5
j. It is something to talk
about.
1 2 3 4 5
k. I want to do something
that is different from my
usual work.
1 2 3 4 5
l. I have always been
involved in volunteering.
1 2 3 4 5
m
.
I want to set an example
for my children/
grandchildren.
1 2 3 4 5
n. It will look good on my
CV or application forms.
1 2 3 4 5
o. It will improve my
chances of employment.
1 2 3 4 5
p. It is related to my current
employment/ paid work.
1 2 3 4 5
q. I will make useful
business contacts.
1 2 3 4 5
r. I know other people that
are volunteering.
1 2 3 4 5
s. I like the idea of wearing
a uniform and having
official status.
1 2 3 4 5
t. It enhances my personal
development.
1 2 3 4 5
u. It increases my
confidence.
1 2 3 4 5
v. I am bored and am
looking for something to
do.
1 2 3 4 5
w
.
I thought there may be
some perks or free gifts.
1 2 3 4 5
x. I want to increase my
chance of being chosen
to volunteer during the
2012 London Olympics.
1 2 3 4 5
y. I wanted to support sport
in my community.
1 2 3 4 5
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6. Please describe in the space below other strong motivations that you
may have for volunteering that were not mentioned in the previous#p#分页标题#e#
question.
7. When you joined Newham’s Volunteers which skills, or experiences, did
you feel you could give as a volunteer? (Please ! all that may apply.)
Driving Managing People
Stewarding/ Security Customer Service
Hospitality Skills Clerical/ Administration
Sports Operation Computer Skills/ IT
Finance/ Accounting Writing/ Editing
Protocol/ VIP Relations Medical (General)
Facilities Management Radio/ Telecommunications
Food Service Disability Awareness
Theatre/ Stage Management Warehouse/ Heavy Lifting
Photography Voice Network
Data Network Nurse-Triage
Press/ Media Other (Please specify).
______________________________
8. Please indicate your level of agreement with the following statements
regarding the benefits of being associated with Newham's Volunteer
programme by circling the corresponding value. (Please circle one value per
question.)
Strongl
y Agree
Agre
e
Neutr
al
Disagre
e
Strongl
y
Disagr
ee
a. The programme makes it
easier for me to
volunteer.
1 2 3 4 5
b. The training prepares me
for volunteering at
events.
1 2 3 4 5
c. I feel like I am part of a
team.
1 2 3 4 5
d. I think this programme
will help me become an
Olympic volunteer.
1 2 3 4 5
e. It provides volunteering
opportunities that I could
not otherwise be
involved in.
1 2 3 4 5
f. It is helping my
community.
1 2 3 4 5
g. I have a way to 1 2 3 4 5
xii
communicate my
opinions.
9. Please describe in the space below other benefits that you may find
in being a part of a volunteer programme that were not mentioned
during the previous question.
10. How many events have you volunteered for in 2007?
____________________
11. Thinking of all the events you have volunteered with through Newham’s
Volunteers please indicate your level of agreement with the following
statements (Please circle one value per statement.)
Strongly
Agree
Agree Neutral Disagree Strongly
Disagree
a. It was clear what I
was expected to do.
1 2 3 4 5
b. I knew who was in
charge of me.
1 2 3 4 5
c. I feel like I am part
of a team.
1 2 3 4 5
d. I felt I could ask for
help if I needed it.
1 2 3 4 5
e. I was given tasks
that used my skills.
1 2 3 4 5
f. I was shown
respect for my
contribution.
1 2 3 4 5
g. The training
through Newham’s
Volunteers helped
prepare me.
1 2 3 4 5
h. My expenses were
covered.
1 2 3 4 5
i. I felt my
contribution made
the event better.
1 2 3 4 5
j. I felt valued as a#p#分页标题#e#
volunteer by the
event manager.
1 2 3 4 5
12. Of all the events you have volunteered with through Newham’s
Volunteers which was the best and why? (Please describe in the
space below.)
13. Are you male or female? (Please ! one.)
Male
Female
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14. What is your age? (Please ! one.)
Under 16 45 - 54
16 - 17 55 - 64
18 - 24 65 - 74
25 - 34 75+
35 - 44
15. What is your ethnic origin? (Please ! one.)
White
Indian
Pakistani and Bangladeshi
Black (Caribbean, African,
Other)
Other (Chinese, none of the
above)
16. Do you currently have a paid job, either full-time or part-time, but not
including holiday jobs or Saturday jobs? (Please ! one.)
Yes
No
17. If you answered no to Question 16 above; Which of these best describes
your current situation? (Please ! one.)
Unemployed and seeking work
Permanently Retired
Out of work due to sickness or disability
Government work scheme or training scheme
In full-time education
Looking after home or family
Thank you very much for completing this survey. Please return it in the
pre-paid envelope to:
Researcher Nichols
Sheffield University Management School,
9 Mappin Street,
Sheffield S1 4DT.
Please return it by 1st August 2007. Your response is confidential.
xiv
c. Volunteer Focus Group Schedule
Introduction
Purpose of the research – what you say is confidential to the research – use of tape
recorder, but will help give an independent view of the NVP. We will produce a
research report – but if we use what anybody says it will not be linked to them.
Get each person to introduce themselves and say how long they have been with NVP
Newham's Volunteer Programme and Olympics
Why did you join the NVP? motivations
• Altruistic reasons:
Helping others
Supporting good causes
Doing something useful in the comunity
We should all do things to help each other
• Felt obliged
Feel should do something for the community
• Self interested responses
Provide new challenges
Meet interesting people / social contacts
Learn new skills
Develop confidence
To help with employment, CV
Feel part of a team
Like the idea of having an official role and uniform
I was bored
Perks and free gifts
It might help me volunteer in the Olympics
• Related to dependants
Increases opportunities for my children / friends / relatives
How important is it that the Olympics are going to be in Newham - [if it does not
come up before?] Did this make a difference to your decision to volunteer – or
would you have done it anyway.
Do you have a goal of volunteering for the 2012 Olympics?#p#分页标题#e#
Do you think NVP will help you to achieve this goal?
Were you already volunteering before the Newham VP was started – or was it the
programme itself that prompted you to volunteer? [by volunteering we mean for a
xv
formal organization – such as a youth group or a charity.
If you volunteered before he NVP do you still do the same volunteering as before or
has it changed?
Has the NVP increased, decreased or left the same the amount of volunteering you
do?
The Newham Volunteer Programme
How does NVP help you achieve your goals regarding volunteering?
What is good about it?
How useful is the training?
How well does it prepare you for your roles in events?
What skills do you think are developed by being a part of an
organisation like NVP?
Value of a Volunteer at events?
Now I’d like you to think about the last event you volunteered for through NVP –
which was ……
What was the best thing about your experience volunteering at this event?
And what could have been improved?
How well were you prepared for your role in the event?
Ask for specific examples, good and poor
How clear was it what you had to do when you were at the event?
Were you able to ask if you were not sure?
Was it clear who you should ask?
Did you feel the event made best use of what you had to offer?
Were there specific skills you could use – or which were not used?
Did you feel valued by the event?
How did the event show this?
Gifts / certificate / t shirt/ public announcement? Etc
How rewarding was your experience of the event?
Did it meet your objectives in volunteering –[ back to motives]
What difference do you think you made to the event?
Extra people – or extra skills and a qualitative contribution?
xvi
d. Volunteer Focus Group No. 2 Transcription
Researcher: …about why you first got involved in volunteer programmes, then, what stimulated
you to get involved, then I know we talked a little bit about relationship to the Olympics, so acquiring
a relationship with the Olympics wasn’t much of a concern, but for F. and D., you were quite
interested in a relationship with the main Olympic event, doing something with the Olympics, so did
you say anything about the Olympics, M., did it make any difference to your volunteering?
M.: Mm… not really, but if it was going my way, I wouldn’t knock it back put it that way.
Voices: laughter/well said, well said/alright
Researcher: Okay, so the next thing I want to talk about is, is the Newham Volunteer
Programme as, as a whole, then. So what, what do you think is good about the Newham Volunteer
Programme, what, what’s it done for you? Why do you keep on coming back?
B.: I think the variety. You could really be volunteering three or four times a week, and we’re#p#分页标题#e#
not only talking sport, we’re talking many things from uh, you could work with kids if you want to be
involved with kids, you could work with old people, and ah, care in the community almost. If you
want to go that way, there’s plenty of opportunities, but it’s a big variety, that to me.
Researcher: So, so, you, can you pick what you’re going to do there?
B.: Oh, absolutely, absolutely, and that’s the great strength of it, ‘coz nobody ever turns their
nose up ‘coz you don’t do things.
Researcher: Right.
B.: They’re great, you see [paper rustling, can’t make out words] a lot of people come in and
then don’t do it, but uh…
Researcher: Yeah.
B.: I like the variety. You can just look, I like to look a couple o’ months ahead, see when I’m
free and (pause) go for it.
Researcher: Yeah, now what about you F., what’s, what’s good for you.
F.: Umm… (pause) um… yeah good variety, different things.
Researcher: Variety, different things to do, alright D.?
D.: It’s being, it’s being in all these different roles, like when we did the triathlon, I’ve never
been, I’ve never done that type of thing before, I’ve never used a walkie-talkie. So it’s like, learning
and being a different role that you’ve never even been, been in before…
Researcher: Yeah, okay, so learning new things.
D.: using equipment, you know, you’ve never…
Researcher: So learning new things.
D.: Learning new things, I think that’s, that’s something else what’s attracted me to it.
Researcher: Yeah, okay. What about you, M., what do you, what do you get out of it? Why,
why is it good for you? What are the best things about it?
M.: Umm… for me? Again, variety, spice of life, umm… I like challenge. Again, well, I’ve
used a walkie-talkie. I’ve been umm… knowledge, umm… as I said regarding, back there, um, I
xvii
didn’t know, um, thanks, who did that, oh bless you…
Voices: Laughter
Man: She died
M.: Oh, no, she, hang on a minute, umm…. I like the variety and the information, knowledge,
regarding whatever event you are doing, you do, as long as you are able to ask the questions you can
get an answer, and I believe that the knowledge that goes with it is dynamic. Um, I just like
volunteering, I like, I like a challenge, and I like the fact that nothing is ever the same, everything is, is
different, just like working as a carer, which I have done, um, no two days are the same, and that is
what I like about it, and that’s… (trails off). As for the Olympics, I volunteered, I’ve done, uh, oh a
couple of… I’ve done your triathlons? Done that twice, did transition. Um, that I love because I#p#分页标题#e#
never knew anything regarding triathlon, just saw it, never paid any attention to it, but now I
understand how it works, and the rules and regulations that go with it. If anyone said something, I
could actually have an input now, on the conversation.
Researcher: And then, as part of the Newham Volunteer Programme, there ought to be some
specific training, itself, you know, a sort of induction thing, [rustling of paper over words] How
valuable do you find the training with the Newham Volunteer Programme that you had?
D.: Mm… it was good.
Researcher: Well, well what makes it good, D.?
D.: You don’t know what you’re going into so much to be a volunteer, and then, you know, the
lady gives you all different situations, like the way she kept saying, no, for example, if a person talks
rude to you, say this, they need to tell you ‘coz I had to see it, they, they sort of lay it all out for you,
so you know, you’re alright, you know all these different things that could happen, it might not, but
could.
Researcher: Alright, so it prepares you for different things…
D.: Yeah, I like, I enjoyed, she’s very competent that lady who did it.
Researcher: What about you, B.?
B.: It probably changed a bit, ‘coz I did it about three years ago, and, I seem to remember they
had a job to fit it in. It wasn’t organised the way that you just described it. I’m not surprised it is
now, because they’ve actually got a trainer now. And, I remember doing it; however, it was just a
general chat for probably three quarters of an hour. It was okay, I’m not saying there was anything
really wrong here. It was enough for what you had to do, but it’s nothing, it’s not, it wasn’t as well
organised as I’m sure it is now.
Researcher: So it’s developed since.
B.: I’m sure it has. What D.’s just said, I’ve heard other people say, and I’ve thought, ‘Oh, I
didn’t do that’, but I’ve done a first aid course with them as well, and I’d done that in previous life as
well, but it’s great you know, to get a first aid training course out of this is good for everybody, isn’t
it, no matter your lark in life.
Woman 1: I think what you’re saying there, B., sorry to interrupt you, when we first started,
um, we actually had full training with Kay, so I think what may have happened was that they had a lot
of volunteers in a queue get through, you know probably, rushed them through fairly quickly, so I
think that you’re, you’re experience umm, is unusual. You know, it may have just been for a, a period
of time. We had the proper training with the, the designated trainer way back at the start. So that is…
B.: You’re right, you’re right, I had forgotten, but I can remember now, I had a couple of phone#p#分页标题#e#
calls saying, ‘Oh, we can’t do it after all, we can’t do it after all’ that was twice, and then a month
xviii
later they said they were gonna do a quick session, and that’s how we got the training, so it was
enough to get you on the payroll sort of thing, well on the non-payroll.
Researcher: Well what about you, what about you F., how, how did find the training that, that
they offer?
F.: Okay.
Researcher: It was alright?
F.: Yeah, it was good?
Researcher: So what was the best part of it?
F.: The, the…
Researcher: What did you like the most?
F.: Mm… it was pretty good.
Researcher: So it was pretty good? Yeah.
F.: Yeah.
Researcher: What about you, M., what’s the training been like for you?
M.: Fantastic, really, bit of [soda?], trainer, uh… what else… had a PPP Programme, uh….
Researcher: So the PPP Programme is the one, run…
M.: It’s the pre-volunteer…
Researcher: specifically for, for Olympic volunteers, isn’t it?
M.: Yeah.
Researcher: Alright. So, so did the, um, Newham one help you get on the PPP one, is that…
M.: Umm… in actual fact, I think the PPP was basically geared to uh, black and ethnic and over
50’s and unemployed, employment.
Researcher: Right.
M.: But that is if I’ve got it right. Umm… and it was basically geared along the line to, for the,
for the 2012 Olympic, also the training, come along, so that you’ve got um, you’re aware of the
Olympics, uh, basically back go right back to Roman times how it started, the difference between then
and now, the fact that women can compete and, you know, uh, disabilities can compete as well, um…
so the fact that um… learning, little bits, like, greetings, welcomes in other people’s languages,
because that is also gonna be a part and parcel of the Olympics. So, it’s been very informative for me
anyway.
Researcher: Okay. Talking to the group I talked to this morning, the thing that I found
interesting was, which, the way that the, the Newham Volunteer Programme seems to be interested in,
or to offer you as individuals opportunities to develop in, in a particular way. So, for example, what,
what happens is that the various opportunities come along, and Newham might try and slot people into
them, alright. Or, uh, J., J. here was talking about how he was, you don’t mind me saying this?
J.: No.
xix
Researcher: J. was talking about how he was trying to prepare a CV for a job application, and
said, well can you help me write a CV and I’ll pay you back, you know. Have any of the, of the four
of you had an experience of Newham leading onto other opportunities to do things?
B.: Well, I’m very aware of it, um, as J. has said, you very often get approaches for volunteering#p#分页标题#e#
jobs, and that sort of thing slots in all the time. This could be useful on your CV. It doesn’t apply, it
doesn’t apply to me at all, because I’m retired, I’m not looking for work, I don’t need that sort of
thing, but I think it’s great that they do that, and I’ve been with a lot of young Arabs like F. on these
jobs, and they’re very keen to get the sort of thing we’re doing on the day on their CV and they see
other opportunities, and they want to talk about it to somebody who’s been around a bit, like me, you
know, so yes, great thing, but it doesn’t actually apply to me as such.
Researcher: Yeah, what about you M., has it led into anything different?
M.: Yes, for me, yeah, well, because um, right now I’m, tomorrow in actual fact, I’m going for an
interview for [sova?], um, well, it’s uh, well it’s basically a volunteer programme that’s mentoring for
uh, people coming out of prison, uh, drug awareness, uh, making them drug aware, um, basically,
helping them back into the community when they come out, when they of prison, if they’ve been on
drugs, right, getting them onto their probation, and rehabilitation programmes and taking them here
and there, and meeting them out for coffee. So I’m quite looking forward to that, but again, I’ve
always been geared that way anyway, um, working in that kind of category, and I don’t mind that kind
of thing, although I would like it to be paid, but…
Researcher: Did, did the Newham Volunteer lead you into…
M.: Yeah, that came through, yeah, that came through Newham Volunteer, because it actually
came through the Volunteer Network. Um, actually, part and parcel of the PPP…
Researcher: Yeah.
M.: and in actual fact, I’m actu-, um, Nancy is supposed to be looking into other little avenues as
well because I do like, I do like to mentor. So, I wouldn’t mind actually getting into a mother and
baby home, or… uh, placement families challenging [something], something disabilities, or you
know, uh, physical disabilities, but on a one to one basis, um.. I wouldn’t mind something like that.
Researcher: [Someone], you’ve been here for less time really, haven’t you?
Person: I don’t think I’ve had time to…
Researcher: Haven’t really had time to lead into anything,
Person: Yeah, no.
Researcher: Yeah, what bout you F., has it led you to anything else for you, or you’ve not been
here that…
F.: No, it hasn’t…
Researcher: Right, okay, let’s talk about the, um, talk about a specific event, I mean, you’ve all,
some of you have been involved in a lot of events, right, but the last group, this morning, I spent quite
a lot of time talking about the general way in which you’re used in events and the frequency about#p#分页标题#e#
how you’re used in events and experience of events and so on, but I think that if we, if we start
straight, straight away with a particular event that you were involved in, the Blenheim triathlon. Uh…
can you think what was, what was good about getting involved in the Blenheim triathlon, what, what
was good about that whole experience?
D.: Learning how it was run. That’s the things that interest me; things seeing the way an event
like that is organised, and it’s run, that’s my interest that…
Researcher: So, how the thing is run, a big, big event.
xx
D.: Yeah, yeah. I was observing them run it slightly, ‘coz things like that interest me.
Researcher: Yeah, yeah, what about you B.…
B.: See, this brings to mind it was a beautiful day. It was out of doors, half past five start.
J.: And where we slept, it was, we kipped at Blenheim.
B.: Yeah, you know, it, it’s great. You’re outside all day, it’s, it’s exhausting, it’s tiring, by the
time we got back in my feet were killing me, but you’d fall asleep on the coach somewhere on your
way back, but it’s a great day out, and I’ve been to some events where it’s peeing with rain all day,
and you come back freezing, and not so much fun, but you come back next year, you know. The
Blenheim triathlon this year was great. What I, what I like is, the position I was in, there was runners,
um, uh, runners coming this way, there was bikers coming that way. So for about six hours you’re
shouting your head off.
J.: Oh, yeah.
B.: Do this, do that, don’t do this, come on (clap, clap)
J.: Yeah. Shouting ‘til you’re mad.
B.: So it’s no wonder you’re exhausted, but it’s totally exhilarating. You get very involved in it
as well.
J.: Yeah, you do.
Researcher: Yeah. What about you, M., what do you think about it?
M.: Ah, me? Um, I thought, Blenheim for me was fantastic, and I did last year and this year. Last
year it were, it bombed down a whole three days of rain. There was not a dry piece of clothes on me,
and we, I was in transition, and uh, transition is fantastic, because, uh, well, it’s hard to, he, you get
them coming back from the swim, they run into to get their cossies off, then they go back to ride their
bike, then they come back and they’re running that now, by the time they’ve done the swim, done the
bike ride, and changing back, all of this is completely disorientated, so, you’re standing there like this
now, you know what I mean?
Researcher: Yeah, yeah, yeah.
M.: You know what I mean? They can’t see you because by this time, this is that last leg for
them, so you have to sort of like shouting, you could be like this for ten minutes, you know what I
mean, and you’re arm,#p#分页标题#e#
Man: Yeah, it’s killing…
M.: It’s a killer. It really is.
Woman 1: But even at the start, it’s, get off at, you know, people come riding down on their
bikes… ‘Get off your bike’ do your helmet up.
Voices: Yeah/yeah/you know/you have/you’re…
Woman 1: and, and, and that’s difficult, I think, because, even, although people are
experienced triathletes, they, there’s different rules for different events, ‘coz people are saying to you,
‘Well, I don’t have to wear my hat to just go and check my bike’
Voices: yeah,/yeah/yeah
Woman 1: or my helmet and you sort of say to them, well, ‘Yes, they’re checking your bike,
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you’re making sure your bike’s okay’
J.: Yeah, and their numbers…
Woman 1: so… you almost make it up as you along, as to why, you know, but then you get the
real reason why they’re doing it, and that’s why you’ve got to have your helmet, so they can check
that you’ve got a helmet that works, it’s health and safety, you know, but some of them aren’t used to
that, because they’ve done triathlons before and that hasn’t happened.
Researcher: Okay, F., you were at Blenheim, weren’t you?
F.: Yeah.
Researcher: You were at Blenheim, so what was good about it for you?
F.: Um… I was on the bike course so…
Researcher: Yeah.
F.: There’s not much to look at really ‘coz I was on the [something] so it’s bike’s passing by.
So, a lot of people were passing by and I was [something]
Woman 1: Were you on the bridge?
F.: No I wasn’t on the bridge.
Woman 1: Oh the bridge was great, ‘coz you had a right [something] to stand.
Voices: Laughter/really/oh, okay
Researcher: So, so it seems like the something good about it was that you felt really involved in
it.
Voices: Oh, yeah, yeah, yeah
Researcher: There was a lot that you could do, you felt you were doing something.
Woman 1: And they’d come by, and sort of last year when I was in the pouring rain on the
bridge with a flag, ‘coz we needed to slow them down in case they, they went into the cattle grid, and
you’re sort of saying, ‘Slow down, slow down, cattle grid, and they go, you know, ‘thank you,
marshal’
M.: Yeah, yeah, yeah.
Woman: You know, some of them are very nice.
M.: Yeah, yeah, you know I’m standing there clapping, ‘Go on, woo-hey’ you know, and then
some of them will say, ‘Oh, you’re mad’ you know, and then some of them will say to you, you know,
‘Thank you’, and they give you a clap, and like, for two days my palm of my hands were swollen,
really, with the clapping.#p#分页标题#e#
B.: And after it’s, sorry…
M.: Go on, B., go on…
B.: After it’s all over, and they’re wending their way home with their families, and they say
thank you to you.
M.: They come back and say thank you.
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B.: ‘Thank you, marshal, thank you sir’ whatever they want to call you…
Voices: yeah, yeah, they say thank you
B.: if you’ve still got your name badge on it’s B.. Some of them will come back 20 yards across
to say thanks, we couldn’t have done it today without you…
J.: Yeah, they do.
B.: they do appreciate it…
Voices: Yeah/yeah/they do
B.: whether that’s Blenheim or the London one, I’ve done that twice, and they really appreciate
it.
D.: Especially when they’re cold, from the um, from the other rain, and they’ve changed into
their clothes, and they’re coming back that way where you’re standing, and they’ll stop and talk to
you about…
B.: Even Matthew Pinson stopped along the London Triathlon two years ago at the end of the
day, came across and said, ‘Thanks for what you’ve done today, we couldn’t have done it without
you.’
Researcher: Yeah, that’s great.
Woman 1: I didn’t see him, I saw James Cracknell in lycra.
M.: I wouldn’t know who’s who, you know what I mean.
J.: After a bit of shouting and clapping, hey.
M.: I had to do a helmet check, and that could be really something. You know got shout out do
the helmet up…
J.: Have your bike…
M.: have your numbers ready, numbers on your back, wristbands on, you know, helmet on and
done up…
J.: security passes and everything…
M.: Once you realise as time goes on that it is a security issue, and you can actually explain to the
them, the fact that it’s health and safety, and if you pass here and you, you’re not gonna, if you pass
here you’re not gonna pass the next check point…
B.: We’ve just got to referee.
J.: And if they haven’t got their numbers you don’t know who they are, so they can’t have that.
M.: Yeah, and they need their numbers to claim their back bike.
J.: Yeah, at the end.
Man 1: I, I had, I had got a classic one. Only competitors were supposed to go through to collect
their bikes, and, this couple come right? This couple come, walks past, walks, walks past, the girl was
taking, the girl was taking part in it. So, she walks past and this man’s got a heavy bag on his back
and he’s walking past as well, and I say, ‘Excuse me’ I say ‘Who’s taking part’, and he said, ‘Well,
this girl is taking part’, and I said, ‘Okay, she can go, you can’t’. ‘What do you mean I can’t?’ So, he#p#分页标题#e#
goes, he goes and stands in there, and I said, ‘Can you go on the side and we talk there because people
xxiii
are passing through’, and he says, ‘Well, I’ve got married to her last week.’ And I said, ‘Good luck to
you,’ and he said, ‘But I got to take this lady’s things down there’ I said, ‘Well, you are not a
competitor you can not go in’. ‘Oh, is it your jobs worth?’ I said, ‘Uh, not really because I don’t paid,
so I don’t work here, I’m a volunteer.’ And he goes to me, ‘You can do me as an exception because
we just got married.’ I said, ‘Well, I’m sorry but I can not do it, it doesn’t matter whether you got
married or not.’ And then he goes to me….
TAPE ENDS HERE FOR SIDE 1 - START SIDE 2
Woman 1: Um, we had something like that at the end, where there’s a, a man came with his
little boy, and the little boy wanted to go in there, and we said, we said, ‘no way’ you know, so um,
it’s safety for one thing, and of course the mother, you know the son were hers, so the man had to take
his boy back, and I said, ‘Look, there’s no way we can let him in there’ you know so the man, so I
didn’t even ask for a blue, blue shirt to confirm because you know, that is the rule.
M.: Yeah, I know something there. On that same score, the same thing happened to me, and a
blue shirt happened to be there.
Woman 1: Mm…
M.: Now the blue shirts is what you call a, is an event organisers. Now they’re the ones that tell
us specifically what to do. What and what to do, what not to do, who to let through, and who not to,
and they are specifically letting you know this, right? Woman comes up with a little kid, wants to go
look for her husband, I said, ‘nope’. Now I said no twice, and I thought, you know what, I ain’t
saying no a third time ‘coz I ain’t got the time, you understand. So I’ve get blue shirt around. What’s
the blue shirt do?
Several Voices: Let her through/let her in/let her straight through
M.: Yeah. After all of that, after all that, where does that leave me?
Man 1: Yeah, yeah, yeah, you look to, yeah, yeah…
M.: How do I look? How do I look? I’ve already told this person no…
Man1: ‘coz you’ve been given an order, yeah…
M.: because I was instructed on no account. No dogs, no animals…
Man 1: that’s right, yeah…
M.: um, no kids, or no, no one else who is not participating in this thing, but yet, he lets, the kid
was like five, a five year old goes through.
J.: Yeah, ‘coz I was on transition myself, but you know the transition thing that I was on, where
you go through the arch, you know when they coming from doing their swim, and they gotta come up#p#分页标题#e#
here? Right? So I was there, and then, um, they put this barrier, so, one set of people that are coming
in go through this, go through, come through this way, and when they’re coming out they’re coming
out that way, you know, but the, the woman, do you remember the woman that won the prize? Do
you remember the woman that won? Do you remember the black boy won?
B.: In the tent.
J.: The one about, in the tent, that’s it.
B.: Yeah, yeah, yeah, yeah.
J.: She won the prize and she was standing at the other end right, and then, I’m standing there,
they’re giving me a job to do, they said to me, ‘don’t let nobody come through, everybody comes that
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coming in coming this way, and anybody going out go out way’. But yet, she’s standing down there,
and she’s letting everybody come out my end, you know, as well as coming in my end. So I’m, so
I’m, I’m, so you know, you get frustrated, after awhile because it’s been happening all the time, and
she won’t tell them, the young lady as well, she won’t tell them to go out that end. So again, she
wants to change positions with me now, because the sun’s butting her up init?
Researcher: So some of the stuff here, so some of you, some of you feel good about it, whereas
you felt, in some cases, you felt, you have got a certain amount of responsibility, it’s clear what
you’ve got to do, and you can actually exercise that responsibility and do those things. So that’s all
good right, that’s all great, and then, a bit of a negative thing is when you’ve been told to do
something, and you’re doing it right, and then someone is like, one of the blue shirt type, goes and
does something else.
Voices: Yeah/ yeah/yeah/right
Researcher: Is there anything else that wasn’t quite so smart about the day then?
B.: I don’t think it applied to Blenheim, not from memory, but some of the events we host,
you’ve got paid stewards, uh, Pony Show springs to mind, you’ll have people who are there, many in
number who are paid, and then you’ve got all the volunteers, which may be hundreds, and the people
who are doing all the work, are the volunteers.
Voices: Um-hmm/yeah/us, yeah
B.: The paid employees are usually…
M.: Chatting.
B.: They’ve got a bad image, they stand in groups, they’re lounging, and you’ve got you’re
volunteers up front, doing their job properly, and, you know, it, it happens too many times to be
exceptional. The people who do the work are the volunteers because they want to be there. They
volunteer. Paid stewards, particularly at the Motor show, round corners, ganging up…
J.: Smoking
B.: Not doing the job, just waiting to collect their pay cheques, in the majority, but there are#p#分页标题#e#
obviously some in the minority who are doing a great job, and that’s happened at more than one event.
Researcher: But there, is there anything, negative something particularly about the Blenheim
event that wasn’t quite as…
Woman 1: Nah, I can’t…
J.: Well, the food was rubbish at lunchtime.
M.: Oh, yeah.
J.: And, and our positions where they put us up…
M.: You know, my position I had no complaints there, it was a transition, I would do transition
any time.
Voices: Yeah/yes/anytime/
Man 1: It is hard work, but it is, it is, but it’s the same like when we do, um, triathlon in um…
Man: In London
Man 1: in um…
xxv
Man: Which, Excel?
Man 1: Excel, it’s the same thing, only Excel, yeah, it’s enclosed, isn’t it?
M.: Yeah, but when I found, I marshalled the Excel one, right again, I was uh, I was uh, security,
I was the security gate, alright, and uh, even at the Excel one, wasn’t all on par because for one,
everybody needed a photo ID…
Man 1: Yeah, yeah, but that was a something myself.
M.: right? And at Excel, a lot of the people weren’t made aware of this, alright, and they couldn’t
pass me…
Man 1: They didn’t know.
M.: without a photo ID…
Man 1: but they didn’t know where to go to collect it.
M.: Right? So… no but I knew because I…
Man 1: No, but they didn’t know, the people didn’t know where to go.
M.: no, yeah, but then you’d but be talking about shouting there, right, to about three or four
hundred people, right? Basically, ‘Photo IDs at the ready…
Man 1: yeah, yes, that’s right…
M.: helmets done up, wristbands on, numbers on bikes, numbers on helmets. Do you get me?
Anyone who ain’t got photo ID’s please report to uh… what’s it?
Man 1: Secure tents?
M.: No, building S, I think it was…
Man 1: Where they swim, where they swimming…
M.: and you’re doing that for three hours, hollering and shouting right…
Man 1: yeah, non-stop…
M.: for photo IDs, when all of this really and truly, should have been made clear in the pack, that
they got.
Man 1: and you get some of the bikers, some of the people, the contestants, coming through with
their dogs, you know, and I can’t accept it, you know coming through with their bike, their dogs…
M.: Well, that was another thing…
Researcher: Just a second, but we’re talking about something about, particularly about the uh,
the cycling event at Blenheim for now, and we were saying what was good about it for people, and
what was not so smart about it, and we got onto what was not so good about it I think…
Woman 1: What, what about, not, nowhere to go to the loo, that was the only#p#分页标题#e#
thing, when you want to.
Researcher: That was a [something] issue, was it?
Woman 1: No, I, I enjoyed it very much, that was the only thing, but, it was a fantastic day, a
fantastic event, it’s just, it’s just, because you’re isolated, it, it’s… if you’re in one of the isolated
xxvi
spots, you can’t sort of say, oh, I’m going for ten minutes, because there’s no one to relieve you, so
you have to wait until someone…
Researcher: Right, so there’s literally nowhere to go, you know, you’re in a, you’re there in a
spot.
B.: But that’s very relevant, because do you remember the elderly couple who were there?
J.: Oh, yeah, those two, yeah.
B.: They were right out in the woods, probably a mile out from the nearest loo.
J.: The poor woman wasn’t well at all, was she?
B.: She had real problems. She wasn’t that well.
J.: That’s right.
B.: She needed to go to the loo…
J.: That’s right.
B.: And there was nowhere to go. I think she was taken pity on by somebody in a cottage out
that way, wasn’t she, in the woods?
Woman 1: I don’t know…
B.: But she was, she was in trouble.
M.: That’s the only, that’s only downside, though, isn’t it?
B.: You know, she said, I remember her coming past me unsteady on her feet now, ‘I, I refuse to
go in the woods. It’s alright for you blokes’ and I can accept that. So that was, that was a problem,
you know.
Researcher: Yeah. So I, I suppose a way it’s always gonna be difficult with something like that,
you could actually put the men in the woods, couldn’t you?
Voices: Yeah/well/you could
J.: Either they put all the men, this is the thing, put the men, rather than the women, you know
‘coz a woman standing there in the woods…
Voices: I can’t/yesterday/ just ‘coz there was a couple of builders working on a house/you know, just
have the men standing there/yeah
Researcher: Well, thinking about, thinking about, think about events in general now and we’ll
move on from the Blenheim Triathlon, so think about events in general, there’s more we could do, but
this morning since I was feeling really good about being involved in events, just think, just think,
looking back a bit.
M.: I’ve got loads of skills now, my people skills.
Voices: Laughter/yeah we all have/tell me about it, I know
M.: I’ve become very diplomatic.
Researcher: Do you want to be a bit more specific about it, maybe? Can you say anything
particular about that?
xxvii
M.: Um, well, awareness, I mean awareness in, uh, intuition, um, what’s the other one,
initiative…
Man 1: Initiative, being flexible…#p#分页标题#e#
M.: Being flexible, yeah, being flexible.
Man 1: knowledgeable
J.: Not stereotyping people.
M.: Right, yeah, you can communicate on any level with anybody: doctor, lawyer, hiya, Mr Blair.
Man 1: Prime Minister, Prime Minister Rabin.
M.: Oh, I think yeah, you get bags and bags of knowledge, and it gives you bags and bags of
inspiration, and even like you might be, you may be a shy man…
J.: But not anymore you won’t be…
M.: You’ll be out there, big and bold, and I reckon anyone who has got um, anyone who is…
J.: Got no self esteem?
M.: Well, no, I don’t even wanna use that word…
J.: Low, low, yeah, low.
M.: Um… just a bit shy, call it shy. It’s the way, especially if you got a good team leader and
you’ve got a good team, you can look after your person, you make them, you make them feel they’re
part of it.
Researcher: You were gonna say something D., were you?
D.: I think, I, I feel very useful as a part of the team. When people ask you things, and you point
them in the right direction, you know, they’re so happy, and they’re thankful, I feel this is, it’s really
good, I enjoy that.
Man 1: Say, say that, like, like, if you go into an event, they will not ask our organisers questions.
The public will come and ask you questions.
D.: You just see all these people coming at you.
Man 1: Yeah, coming to you, and asking questions to you, about… they’re, they’re, they’re, they’re,
they’re, they’re not…
D.: How do I get round to the lake, that was a question we were asked all the time. Where do I
have to get into the paddocks? People, people who wanted to go the paddocks were asking us
questions.
J.: Sometimes you don’t know though, do you?
Researcher: So say, say, say, so it’s uh, feeling useful, that you’re, you’re actually doing
something useful.
J.: Oh, yeah.
Researcher: So it might be something that wouldn’t otherwise happen, might be a good thing
about it.
xxviii
Voices: Yeah/sure/yeah/sure/
Researcher: Yeah. Um, M. was talking, there’s M., [someone leaves at this point] Um, M. was
talking earlier much more generally about a whole range of skills that she’s got out of volunteering at
events, and really ways in which you think you’ve benefited from it personally from it.
M.: Yeah, I have.
Researcher: So can we, now that is a bit like what’s gone on before, how have you benefited
personally for the programme, really, isn’t it, sort of those skills and such that you got out of it?
M.: But it’s not, you know what it is? I think, it’s not necessarily the skills, it’s the fact of the
matter, that, see everybody have got these abilities, but you know what, nobody labels them. We#p#分页标题#e#
don’t label each, um, uh, um, what’s that blanking word I’m looking for? You know, just
spontaneously getting up and doing something. You, you don’t, you don’t, mainly, I mean…
B.: Not at this level…
M.: If you saw a child fall over now, although we’d be very cautious, alright…
Man 1: Oh, we can help, yeah, yeah…
M.: But we, we, we wouldn’t necessarily go and touch the child because we’re aware of that…
Man 1: Yeah…
M.: do you get me? We’re that way inclined, but we’d go over to that child, to say, are you
alright there, near mate? Do you get me?
Man 1: Yeah, because, ah, whereas before normally you can’t touch a child, now you’re aware that
you’re not to do that, you know? It’s spontaneous, yeah, it’s spontaneous is the word.
M.: That’s it, yeah.
Researcher: Yeah, so you, you feel like you can take the initiative more?
M.: Yeah, that’s the word I was looking for, initiative, yeah.
Researcher: Yeah, alright, yeah, so it’s empowered you in a way, alright, yeah. So is that, those
things that are good, I mean that are good out of the events. We talked about, we started to talk about
some ways in which the events could be organised a little bit better, and there’s these little practical
things, like, you know, putting people in the woods and sticking them into places and there won’t be
like toilets and stuff like that. But, the, what about the four of you, three of you now, who have just
come to this session, is there, is there any other ways in which you think the organisation of the events
could have been better for you, something that’s not quite worked. And we talked about a lot of this
in the last session actually, so just very quickly.
M.: Thames Bike Race, my worst one.
Researcher: Well, what, why, what would that be?
M.: No toilets. And it poured, and poured, with rain that day. Um, I was team leader for three
people. Two people I was too far away to be able to trudge all the way back to check if they were
okay. Um, the other person, I had to rush ‘round and try and find toilets. Um, we were just lucky that
we were in the Chelsea embankment and there’s a hospital there. So, we were lucky, but I think if
they are doing this bike race…
J.: That’s why they sent walkie-talkie, init?
M.: and they put you out of reach… well I don’t even think they need the walkie-talkie because
xxix
they, look, if this thing is on a, if this thing is on a yearly event, okay, why is it, that the local shops, as
far as I’m concerned, the local pubs, the local cafes, the local hospitals or the local shops, we’re all in
uniform, do you understand what I’m saying? When you see us in visual uniforms, it should be open#p#分页标题#e#
to go and use the loo.
Voices: Yeah/true/that is true/I think that.
Man 1: I have to say, I, I, I, I’ve been to that, I’ve been in that kind of situation. Uh, last year, I
walked around, I couldn’t find one, so I went to a shop, I went to a café, it was closed. There was
someone in there, but he, he, he, he, said he, he, he hadn’t got a key for the, the, the place where to go,
so there was a, a, a, a, a, a music shop, [you know, further up, I went in there, I said, ‘I am a volunteer.
We are volunteering for these things here. Could I use your toilet’ He didn’t refuse, to be honest, I,
I’ve had about three or four places, and they wouldn’t let, they, they haven’t refused me.
M.: Yeah, but you were one of the lucky ones, because if I remember rightly, on the coach when
we were coming back, I’m sure I heard someone say that there was one or two places that wouldn’t
allow them.
D.: That’s right. I mentioned that earlier on.
M.: Right where we were, in the middle of Granville Road…
Man 1: Near the river. Ha ha ha.
M.: there was a pub, alright? Now, what I’m trying to say is, why is there, I mean, if this thing is
an, is, it is for a charity…
J.: Yeah.
M.: it’s, it’s for a good cause, now, why weren’t the events, why weren’t the organisers, right,
aware, that for each stop, they knew how many stops they were having, there’s twenty odd people,
right on twenty stops right, two people per pit-stop basically, now, I’m on the Chelsea embankment,
what does it mean, why couldn’t they just go and say to the, to the hospital, or, just let them use the
facilities, right…
Voices: Yeah, yeah/for the use of us/you know/for the volunteers/or a pub
M.: or put on the map, right, ‘coz they give us a map. Why couldn’t they put on the map saying,
well, you can go to this public house if you are in this zone, do, do you understand what we’re saying?
Voices: But they won’t let us use the toilet/You raise a current point/That’s right, there’s no toilets
for us to use.
M.: I was at the Chelsea embankment, the toilet was the other end of the bridge.
Woman 1: Yeah, we, we had a toilet on the embankment, we were between Waterloo, and, uh,
Westminster bridge, and, there was a toilet on the map, public, toilet…
J.: Did you see it, did you see it?
Woman 1: No, it wasn’t open…
J.: Did you see it, though.
Woman 1: Yeah, I saw it, but it was closed, it, it, it you know, it’s where all the tramps go, in
Jubilee Gardens, so I’m not, not sure I wanted to go there anyway.
J.: I mention that, ‘coz earlier on.
Woman 1: But, and listen, I had a volunteer up in the strand, and I went up there to see if she#p#分页标题#e#
xxx
was okay, and went to the Strand Palace hotel so again, you know, I just bluffed my way, and I was by
one of the boats on the river, and I was talking to a chap on there, and I think if I’d have asked him,
he’d have let me go on there, but, it’s something that maybe the charity should be aware of…
J.: Yeah, they should go around, and to inform these people that they’re…
Woman 1: Yes.
Researcher: Okay. Alright, I got it. So the toilet’s a big issue, and rather than relaying that the
only issue is the toilet…
J.: And we should buy a drink or something.
Researcher: One of the other issues that is that it would have be really nice if the event
organisers had actually said, ‘okay there’s places where you can go and that sort of location’, I
explained, I did the London Marathon a few years ago and exactly the same thing, actually, you’re
running around and you’re bursting for a pee, and there’s nowhere to go, unless people are nice. So,
so that’s, that’s something that was… So when you, when you volunteer for events, and that’s the
other thing, the people who were here this morning, when you volunteer for an event how clear is it,
what’s expected to ya’ and what you’re, what you’re gonna need for the event, and what you’re gonna
to do, and everything like that.
M.: Not clear enough.
Researcher: I want to ask the people who weren’t here before.
J.: He don’t want to ask you M..
Researcher: No, no, I want to ask M., but I don’t necessarily want her to say what she said
before, so hang, hang, hang on, it’s pretty tough these groups so hang on, have another cake, E., there,
have a cake while you wait.
M.: Sometimes, sometimes, you’ll find that when you get, you’re booked for an event, you’re
booked for a particular event, you’ll get your event sheet, it will say to you, you’ve got to do this,
you’ve got to that, you’re expected to do this. Now, you turn up at the event, and, it is completely, or
more or less, halfway different than what was…
Man 1: Yeah, yeah, yeah.
M.: what they actually gave us on the paper. Sometime, it doesn’t come, some, anything that is
one there. Again, right, this word initiative has to come into play. Initiative plays a big part, wouldn’t
you say that?
Man 1: Yeah.
M.: Yeah.
B.: Yeah, but that, to me, that’s the exciting bit, you know. If you turn up…
Voices: Is it/you don’t know what you’re doing/laughter
B.: I, I accept now, that wherever I go, I’m not gonna really know what I’m doing ‘til I get there.
M.: Thank you.
B.: Now, there’s a problem there, because if you’ve got a good team leader, that is sorted out as#p#分页标题#e#
soon as you get there. He or she says, ‘this is what we want you to do’. Now, I don’t want to say
we’ve got bad team leaders, but some are not as good as others, as a rule, you can say. And you can
be standing around for an hour, thinking, what in hell am I supposed to be doing here? So you say,
okay, but I’ve got to click in here, otherwise I’m going to be wandering for the next two hours, so you
xxxi
get on with what you see needs doing, and then, then gradually it all works out. In the main, it always
works out in the end, ‘coz it is very much in an issue of getting volunteers. Mind you, when we went
to the one you’re concentrating on, the Blenheim triathlon, we were late getting there, we went by
coach up there, and we had a bit of a breakfast stop, and we got there late, and they pounced on us, to
their credit, these blue-shirted people we were talking about, and, within half an hour of getting there
we were spread all over this vast plot and we all knew exactly what we’d got to do, the pressure was
really on. They were brilliant. If we’d have got there an hour and a half in advance and you might
have thought, eh, this is a bit of a waste of time, why’d you get me up at half past five to get here for
this.
D.: But B., we don’t want to be pounced on like that all the time.
B.: I actually enjoyed that. You know, come on, lads, pressure’s on, let’s get started, this is
where we want you to go, we’re going to drop you off this bus here, this is what you’ve got to do, half
an hour later it starts, I prefer that to those pre-meetings telling you what might happen, what might
not happen.
D.: Sometimes they do drag their heels, I think at the O2 one, which may come out later, um, we
got there, and some of the people, I, I, I actually went by tube so I, I didn’t have such an early start as
some of the guys. But, we didn’t actually do anything for at least an hour and half…
M.: Do you know what I couldn’t understand was, when they picked me for team leader and I got
my team, right, and I’m talking to my team, I thought to myself, here, hang on, we haven’t had the
health and safety check yet, and there is not one fire exit up, did you notice that?
D.: No
M.: Did you see it?
D.: No
M.: You check back into your mind, I’m telling you straight up lads, there was no fire exits…
D.: But do you know what they said was, they said you had to go up the front, if, if, yeah they
did, they did…
J.: Yeah, one way, just one way, one way…
M.: No, what they said was, stand corrected, what they said was, the security guards, they put the
um, them, what they’re called
J.: Barriers?
M.: Yeah, barriers up, and for each, everywhere that you saw the security guards pointed around#p#分页标题#e#
the building…
J.: That’s where we got to go.
M.: They were the exits Because my team, I check back and I said to them, right, they haven’t
told us about exit, it’s down to you now, to use your own damn initiative.
J.: Yeah.
M.: Do you get me? Use your initiative, find the exits, right, and remember, if any exit is going,
they’re all gonna bolt for that one, so don’t run for it.
J.: You know when they came up and they took us away from their work?
M.: Oh yeah.
xxxii
D.: Yeah.
J.: I wanted to Stella, like, and I said to Stella, do you know what, they haven’t told us anything
about, um fire exit, you know, where is it, right? Well, probably Stella asked, asked them, and then
that’s how they came to tell us we got to go back out again.
M.: I wouldn’t have bothered because if I was that concerned…
J.: It’s the first thing you do.
M.: Yeah, but hang on, it’s not my duty, to go and tell them to do their duty. My duty was to my
team, right?
Researcher: We got a couple of different things here, so, so one problem is, is when, the
information you get is completely different to what they expect, on the other hand, as B. said, well it
can be quite exciting, you know, different situations, learning different things, you know, and on the
other hand, in terms of work, this trying to use our initiative thing, that’s all okay, but on the other
hand, there are certain bits of information, right, where is the fire exits or something, or how does,
how does the health and safety aspect of it work, that you think’s really important that you should
really know, and, it’s only so far you can use your initiative in that.
M3: Yeah, but on the whole, though, initiative is a good thing that everybody should use. You
should use, and you have to use your initiative, but sometimes you use your initiative and your
initiative is never no good at the time. You know, ‘coz you do to the best of your ability, you know,
for that moment.
M.: But, hang on, as far as I’m concerned in a building of that size, I don’t need my initiative,
right, because as far as I’m concerned, that was a government building, a government property
building, one. Two, they had people’s children in there, right? That’s two. Three, no exits was
opened up. They had workmen wearing hardhats walking ‘round. Do you understand what I’m
saying? Where the children were supposed to go to the toilet, they put them in port-a-loos, right?
Now when parents, when the teachers are actually trying to take the children there, not to the port-aloos,
but to the proper loos, they were stopped…
Man 1: That’s the end, because the port-a-loo was outside, weren’t it?
M.: because the port-a-loos were put there particularly for them, but yet, they’re children, bits of#p#分页标题#e#
wood, bits of planks, workmen, it wasn’t very, health and safety, right.
Researcher: So from your perspective, there’s actually certain aspects of the way the event was
organised, that weren’t right in terms of health and safety.
M.: It was very, it could have been dangerous, that is the point I’m making. This was at 02.
Researcher: At 02 then was it?
M.: Yeah. Paint Party.
Researcher: Yeah, yeah, we did talk about the Paint Party.
Man 1: And there’s that bit about us and the um, overalls, we weren’t allowed to wear the apron,
remember? When I asked, ‘coz I asked the lady…
M.: Oh, yes, that paint won’t come out my clothes.
Voices: laughter and chatter
Researcher: [trying to regain control] apparently, all, all, a load of the other volunteers were
given apron sort of things, you didn’t get an apron at all?
xxxiii
D.: No, no, no we were not to have aprons.
Researcher: No, the volunteers didn’t get aprons.
Voices: Saturday/didn’t get aprons/we didn’t/volunteers
Man 1: Let me tell you, let me tell you, sorry, let me tell you.
D.: The, the lady that was supposed to be in charge of telling us, giving us briefings of everything,
what, the little tubby one, right, so I went over to her, when, when she said to me, what we got to do,
is to wait ‘til people come along, they wear the shirts, and we give them the apron, yes? So
everything’s over the chin. And, I first went, do we get an apron as well, because when I see that this
little paint tin thing we got and the shirt, she says, oh, but you’ve got your own shirts, right, and we
weren’t allowed to have any apron, yeah, so that was, that was out.
Researcher: Yeah.
D.: That was out, so what could we do about it, which I don’t think is fair, because the other
organisers, are all, are all volunteers had on apron, and the shirts.
Researcher: So A. it’s not fair, and as someone said this morning if, if you were, if they were
expecting you to get dirty they could have said…
D.: They could have said, yeah…
Researcher: Wear dirty old clothes or something, you’re gonna get dirty.
D.: Be spe-specific about certain things.
Woman 1: But I they’re and event management company and they’ve got a naiveté of never
having worked with children before.
Man 1: I don’t know, but…
Woman 1: They didn’t have a clue, I could see…
Man 1: Somehow, I think Newham, Newham Volunteers took advantage sometimes.
Researcher: So, so how, okay, so maybe move onto a general question, how, how, how valued
do you feel at events, then, let’s talk about the three people who weren’t here this morning, how
valued?
B.: Very much so, very much so.
Researcher: You did say that the best thing is the people coming to you that is great, you#p#分页标题#e#
know…
B.: I was at um, a couple of weekends ago, 250 disabled children, at a school, yeah, you feel
valued, you know, you feel valued by the responsive kids, and you feel valued by their carers and their
parents, who just bother to come out and thank you, and then, Newham Volunteers’ governors, for
want of a better expression, are very good at thanking you indeed, people like Nancy, aren’t they?
J.: You get personal letter as well sometimes.
Voices: Yeah/yeah you do/yes.
B.: Nancy’s extremely good at thanking you personally.
Voices: Yeah/yes/very good/Nancy/Yeah, yeah, yeah.
xxxiv
J.: She gives you a personal, you know, thank you.
Researcher: Yeah, what about you, M., you feel, you feel valued?
M.: Yeah. Because I was doing, I picked the same event that, um, B. was at, with disabled
children, and in actual fact there was an incident, an issue came up. I happened to walk into seeing,
um, an actual, uh, child hit two people across the face…
Voices: What/really/oh my goodness
M.: Yeah, she actually came out of the ball part, the ball pen, right, and I couldn’t believe it, now
I just stood there because I don’t like to put my two cents in. I wanted to see what was going to
happen, ‘coz one spot I wanted to see where the parents was, two I wanted to see who was supervising
the ball part, because, well, there was nothing there, right? So, eventually what I did was, I vetted the
lady, and said to her, um, is she okay, she said she was, so then, I found one of their men and I said,
do you realise that this particular child had just slapped these two people and, he just went like that,
and as he went back, right, he’s got, in between…
D.: In between him a fag and a…
M.: He was starting to get into it bang, bang, bang, it was so fast, but in the end, right, he jumped
back on the uh, ball thing, and he’s going to hit me, and he’s doing all of this, he knew what he’d
done, even though he was, he knew he’d, he knew he’d done wrong. So anyway, cut a long story
short, I’ve got the lady and I says to her, this young man, or, no what it was actually, the, the child
was, uh, hit these people, the young girl, ‘coz it was an Asian girl, right, she was quite, she was quite
conscious of her face, so she, I kept seeing her go to her mum like this, so I knew, right, she was
conscious of her face or it was still stinging, so I decided no something had to be done, so I turned
round and I says to her, you know what, you need to report it, right, health and safety issue, you do
look like this is going to mark, her eye can come up with a bloodshot, you know you just don’t
know…
J.: It could happen, yeah.
M.: So, I got one, the long and short of it, I actually went to the front, asked them to see their#p#分页标题#e#
manager, they asked me what was the issue. So I just handed it over to the manager, I says to them,
look, you better go and see these people, there was an incident, blah, blah, I didn’t say what had
happened, because I didn’t want to put words, that they might change. So, I took, I left them and
walked off. That guy actually came back and found me, and actually shook my hand…
D.: What do you know, good, nice.
J.: Yeah.
M.: it made my day, ‘coz he turned round and he goes, it was the right thing to do.
J.: Yeah, ‘coz a big issue could have come out of that, in it?
M.: Well, yeah, but, I, I…
Voices: mumbling/laughter
Researcher: Right.
D.: No, it’s nice when people come and thank you personally, you know, it’s nice.
Researcher: So that’s really quite rewarding ‘coz you feel you’ve done the right thing, then.
M.: Yeah, it’s, it’s just…
Researcher: You know, you feel that maybe you’ve taken an issue, and maybe done something,
xxxv
sorted something out, in other words.
B.: It’s also rewarding because on the same day, there was a lad in a wheelchair who was
obviously violent, and his, his parents, I think it was, I will say parents, but I don’t know if they were
parents or carers, they’ve got their eye on him all the time, because he was likely to jump out and
maybe do what you suggested, but I thought to myself, what they have to put up with. They know this
lad is violent, and something in me says, well why don’t they keep him at home then? Then you
think, hang on a minute, this is possible the only place that they can take him once a year to have a
day out, and I’ve played a part in that because if we volunteers weren’t here, there probably couldn’t,
they probably couldn’t trust him in other people’s company. I’m saying that, all I’m saying is
volunteering makes you feel good occasionally from that point of view.
Researcher: Yeah.
B.: He wasn’t violent, but you could tell that they were expecting the violence. They had him
under very close control. This was the Disabled Children’s Fun Day, two weekends ago. It poured
with rain, we thought we were going to get nobody there, 11.00 there was nobody there, but by 1.00
there was 250 disabled children swarming around, it was brilliant.
Researcher: So, what, what I would like to move onto now is the, the last of the topics really, we
gone around quite a lot of things, some of this stuff we’ve covered already, really, but we talked a bit
about why you originally got involved in the Newham Volunteer thing, and um, what I’m interested in
is why you keep on being involved. What, what, what it is you gain. Now, M.’s actually sort of got
into that already gone into it already, ‘coz she’s got a list of things that she’s got out of it, which is#p#分页标题#e#
obviously sort of something that keeps on rewarding her, so she keeps on doing it, and B., in fact you
just sort of said that now, haven’t you, ‘coz, ‘coz what you get out of it is that sense of reward from
making something special and sort of sense of… What, what I’m interested in is really, particularly,
there’s a, a bit of a difference between why you initially got involved with the volunteer programme
and why you keep involving, involved now as a result of what you got out of it, if there is.
J.: Excuse me what’s the time, please?
Voices: Ah/is that clock right/yeah/yeah/oh I think so/quarter to two?
Researcher: Alright, you want to say anything about that, B.?
B.: Only that the, the volunteering, I love doing it, but it’s a very small part of my life. I mean, I,
I come across volunteers, who, without volunteering, it makes me wonder what they would do
because they really look forward to their day of volunteering ‘coz they don’t do much else. I actually
have a 24 hour day life. I’m always somewhere. My volunteering brings me into Newham. I travel
50 odd miles to get here, you see, but I’ve got a daughter who lives in Newham, so it’s an excuse. I’ll
be going on there this afternoon to see her. You know, it’s an excuse to see my grandchildren.
Researcher: Yeah.
B.: Um, I try to combine the two things together, but I shall be at the theatre in the West End
tonight. I will be cutting grass at the local church in Hitching tomorrow…
Researcher: Yeah.
B.: To me, life’s for living, and I want 24 hours a day out of it.
M.: Can you give me some of yours, then…
B.: You know, I, I told you I’m retired. I can do these things, you know. I lost my wife five
years ago, but my, my time is now, enjoying myself. One of the ways I enjoy myself is volunteering.
If I ever stop enjoying it, I might stop doing it.
J.: ‘Coz [someone] always says to me, man, you want to stop doing some of the jobs that you’re
doing you know, and great, you know, but I’m a person that has to be on the go. I have to feel that
xxxvi
I’m doing something, so…
Researcher: You want, you want to get involved with stuff all the time…
J.: Yeah, yeah, and I would like to get involved with more things, you know, if it’s there, you
know, why not?
Researcher: Yeah, yeah.
J.: You know, and just for the pure enjoyment of it, um, ‘coz you get [something]. Some things
you get a bang out of you know, you feel at the end of the day, you know when you go home, I’ve
done my share, you know, I’ve done my bit. You know what, I had a wonderful evening or a
wonderful day, you know, that’s it.
Researcher: Yeah, yeah.
B.: There’s one more thing in my case. I’m sorry to interrupt you, but I, I have been a pharmacy#p#分页标题#e#
all my life. I’ve worked with a lot of Uganda nation students, pharmacy students, so, I’ll try not to be
provocative or say the wrong thing here, but I’ve worked a lot of Asian people in my time, but I live
in a white, middle class part of the counties, now, I’ve met people like E., M., F., you know. I perhaps
wouldn’t meet them in my normal scheme of duty, but you know we got on famously together. We
work as a team. I walked from East Ham station this morning, and I guess it was me and a couple of
other white faces.
J.: Yeah, that’s right.
Voices: Laughter.
B.: It’s brilliant, you know. I, I work with the Newham Volunteers…
M.: Can I actually say this as well, right, on, ‘coz you’re on that topic. I did a Bangladeshi, I did
a Bangladeshi independence and I’ll tell you what, I thought they were going to say something to me,
but they weren’t. You know, and they look as if to say, do I know you? You know so you can say hi.
You do get a lot, I do get a lot of people looking at me as if to say…
J.: Oh what’s she doing here, or whatever…
M.: Yeah, or some people actually say, are you alright? And I say yeah…
J.: I get that too, sometimes.
M.: You know, but yeah, it does, it does give you a sense of people, and I must admit, I’m one of
these that B.’s talking about. I do not work. Um, I’m unemployed and have been unemployed for two
years now actually, and apart from taking my grandchildren to school or babysitting, I really don’t do
much, not in the job search, right, but um, volunteering for me as I said right, it’s another means of,
it’s for me, it’s not as though I have to do it to get my, to get a wage…
J.: Yeah, but it gets you out of the house.
M.: does that make sense, yeah? Um, it is definitely, it’s mine. It’s not something that I share.
Does that make sense?
J.: Your time, your time, your time.
M.: You know, it’s always been my time. It is always my time…
R.: Is it always?
M.: ‘coz I have to, I, I’m quite a selfish person. No, honestly I am quite a selfish person…
xxxvii
R.: I’ve noticed.
M.: but the voluntary, it’s mine, nobody can come and take it away, because I don’t get paid for
it…
R.: Yeah, sure, you do it voluntarily.
M.: do you get me, and I put myself forward, rather than someone say to me, look, can you do
that, or can you do that, it, it’s mine.
E.: In other words what she’s saying is what she don’t like, she could always walk away from.
Researcher: Yeah. There was something you were saying before that was really interesting, or
so was B., or E. was saying earlier on today, is that, it helps you to understand and get in contact with#p#分页标题#e#
all sort of different groups of people.
Voices: Oh yeah/yes/yeah.
Researcher: I mean E. was talking about when she went to a Seik Temple and helped on some
day there…
J.: Yeah.
Researcher: Some special festival day there and got to know these Seik people that she’d never
know.
E.: No, we got on well, and I’m one of these people that people do know quite well, I don’t
know why (chuckles) but they know me.
Researcher: It is quite a big thing, though you see, because in the, in the, in the sort of bigger
picture, right, one of the things that this sort of scheme might achieve, and this is one of the reasons
why I’m interested in it, is an increasing understanding and awareness of different people in the
world…
Voices: Yeah/yeah/different cultures…
Researcher: different cultures. Quite a lot of people said that, that’s pretty interesting.
M.: The diversity, yeah.
Researcher: Well, anyway, we, we’ve got some other people coming here at two, a few people
who are going to talk primarily about the 02 event, right. Now, now, you guys are pretty, you’ve
talked about the 02 event, you guys who have already been here already, haven’t you, so um, so
there’s probably lot, a lot, not a lot mileage in, in you’re staying around. So, uh, it’s been great to
meet you…
xxxviii
Appendix Four
a. Motivations to Volunteer for NV compared to the CWG
(Ranked by ‘Strongly Agree’ and ‘Agree’)
% that
agree or
strongly
agree
(NV)
NV
Ranking
CWG
Rankin
g
(Ralsto
n 2003)
It gives me satisfaction to help others. 91.0% 1 3
I will be doing something useful for the
community.
87.2% 2 7
I will be a part of a team.
82.9% 3 6
I can help Newham by being involved. 80.3% 4 8
It will provide new challenges. 78.9% 5 11
I will learn new skills and capabilities. 78.9% 6 12
It enhances my personal development. 78.9% 7 29
I will meet interesting people. 77.6% 8 5
We should all be less money oriented and do
something for the community.
69.7% 9 10
I want to do something that is different from my
usual work.
69.7% 10 14
It increases my confidence.
65.8% 11 30
I want to increase my chance of being chosen to
volunteer during the 2012 London Olympics.
60.5% 12 n/a
It will look good on my CV or application
forms.
59.2% 13 18
It is something to talk about. 52.6% 14 13
It will improve my chances of employment. 51.3% 15 23
I know other people that are volunteering. 46.1% 16 26
I want to set an example for my
children/grandchildren.
46.1% 17 16
I have always been involved in volunteering. 39.5% 18 20#p#分页标题#e#英国留学生毕业论文
I like the idea of wearing a uniform and having
official status.
26.3% 19 28
I am bored and am looking for something to do. 17.1% 20 31
I will make useful business contacts. 15.8% 21 25
It is related to my current employment/ paid
work.
14.5% 22 24
I thought there may be some perks or free gifts. 5.3% 23 32