This webinar discusses ways to refresh core volunteer program materials to improve the volunteer experience. It covers how to use simple psychology to prime volunteer commitment, make position descriptions more mission-focused, generate compelling testimonials, and share rules in a friendly way. The webinar also discusses how different paperwork serves to collect data, communicate values, build relationships, and inspire action at different volunteer touchpoints from outreach to leadership.

1. +
[Webinar]
Spring
Cleaning:
Quick
Ways
to
Refresh
Your
Core
Volunteer
Program
Materials
Presented
by
Tobi
Johnson,
MA,
CVA
April
22,
2016
@volpronet
#volunteerpro

2. +
Presenter
Tobi
Johnson,
MA,
CVA
Tobi
Johnson
&
Associates
|
VolunteerPro
206.799.9038
tobi@tobijohnson.com
www.tobijohnson.com
www.volpro.net
© Tobi Johnson & Associates LLC
All rights reserved
2

3. Happy
B(earth)
Day!!
Watch
a
live
stream
of
our
home
planet
from
the
International
Space
Station
http://eol.jsc.nasa.gov/HDEV/
Photo Credit: Scandinavia at Night/NASA.
3
© Tobi Johnson & Associates LLC
All rights reserved

4. +
All
webinars
are
60
minutes
&
held
from
1:00-­‐2:00pm
EST/10:00-­‐11:00am
PST.
All
registrants
get
the
recording
&
handouts.
MAY
Count
What
Matters:
How
to
Develop
Smart
Outcome
Metrics
for
Volunteer
Programs
–
Tuesday,
May
10
The
Reluctant
Supervisor:
How
to
Coach
Volunteers
&
Feel
Good
About
It!
–
Wednesday,
May
25
JUNE
Beyond
PowerPoint:
Creative
Volunteer
Training
Activities
That
Boost
Interaction,
Inspiration
&
Learning
–
Monday,
June
6
The
New
Volunteer
Coordinator:
Cutting-­‐edge
Leadership
Skills
for
Today’s
Professionals
–
Tuesday,
June
21
JULY
FREE
–
True
Independence:
Time
Management
Hacks
&
Tools
for
Volunteer
Coordinators
–
Friday,
July
1
Cultivating
Commitment:
Research-­‐based
Volunteer
Retention
Tactics
–
Tuesday,
July
12
See
More
Courses
www.volpro.net/
training-­‐calendar/
Join
VolunteerPro
&
get
access
to
all
© Tobi Johnson & Associates LLC All rights reserved 4

5. +
Today’s
Agenda
n How
to
use
core
documents
to
improve
volunteer
touch
points
n
How
to
“prime”
volunteer
commitment
using
simple
psychology
n How
to
make
volunteer
position
descriptions
more
mission
focused
n How
to
generate
more
compelling
volunteer
testimonials
n How
to
spice
up
dry
and
boring
volunteer
manuals
n How
to
share
volunteer
rules
and
regulations
in
a
friendly
way
n
© Tobi Johnson & Associates LLC
All rights reserved
5

6. Chat:
What
purpose
does
volunteer
paperwork
serve?
© Tobi Johnson & Associates LLC
All rights reserved
6

7. +
What
Purpose
Does
Paperwork
Serve?
n Collect
Necessary
Data
n Communicate
Information
&
Values
n Build
&
Strengthen
Relationships
n Inspire
Action
© Tobi Johnson & Associates LLC All rights
reserved

8. +
“We
don't
know
where
our
first
impressions
come
from,
or
precisely
what
they
mean,
so
we
don't
always
appreciate
their
fragility.”
~
Malcolm
Gladwell
© Tobi Johnson & Associates LLC All rights
reserved
8

9. +
The
Little
Things
Matter
A
dexterity
task
that
normally
took
more
than
six
minutes
was
accomplished
in
just
over
three,
when
the
participants
were
wished
good
luck.
Source: Lysann Damisch, Keep Your Fingers Crossed! How Superstition Improves Performance,
Psychological Science, 21(7) 1014–1020 (2010)
© Tobi Johnson & Associates LLC
All rights reserved
9

10. +
• Business
Cards
Outreach
&
Marketing
• Volunteer
Applications
Application
• Position
Descriptions
Placement
• Volunteer
Manual
Orientation
• Timesheets
Service
• Project
Charters
&
Plans
Leadership
Volunteer
Touch
Points
Observer
Inquirer
Joiner
Learner
Doer
Leader
© Tobi Johnson & Associates LLC
All rights reserved
10
SEE
HANDOUT:
Core
Volunteer
Program
Documents
Checklist

11. © Tobi Johnson & Associates LLC
All rights reserved
11

12. © Tobi Johnson & Associates LLC
All rights reserved
12
Real
Estate
Real
Estate
Real
Estate!!!

13. +
For
Example
…
• Inspirational
sayings
• Facts
about
volunteer
impacts
• Photos
• Referral
info
• Interview
info
The
Backs
of
Business
Cards
n “Volunteer
coordinators
are
merchants
of
hope
&
inspiration;
they
must
focus
on
the
possibilities
not
the
problems.”
n “Supporters
want
to
be
part
of
something
bigger
than
themselves.”
n “Working
against
human
nature
is
like
trying
to
stop
a
waterfall.”
n “In
order
for
volunteers
to
invest
their
time,
the
experience
must
be
worth
their
time.”
n “Avoid
desperate
pleas
for
help;
they
only
cast
doubts
on
whether
your
program
is
worthy
of
support.”
© Tobi Johnson & Associates LLC
All rights reserved
13

14.
Working
against
human
nature
is
like
trying
to
stop
a
waterfall.
Photo Credit: Wallaman falls panorama.
Tsilikka/Wikimedia.
14
© Tobi Johnson & Associates LLC
All rights reserved

15. +
“Priming”
a
Mindset
n Schema
=
a
mental
structure
of
organized
ideas
or
concepts
that
are
associated.
n When
a
specific
concept
is
activated,
the
associated
schema
becomes
activated
via
spreading
activation
(through
nodes
in
our
connected
semantic
network)
© Tobi Johnson & Associates LLC
All rights reserved
15

16. +
“Priming”
a
Mindset
Flexible
Elastic
Rubber
Change
Open-­‐
Mindedness
Respect
Honor
Considerate
Handshake
Politeness
Sports
Achievement
Togetherness
Action
Teamwork
Checklist
Complete
Consistent
Secure
Compliance
See:
Kolenda,
Nick,
Methods
of
Persuasion:
How
to
Use
Psychology
to
Influence
Human
Behavior
(Kolenda
Entertainment
LLC,
2013)
© Tobi Johnson & Associates LLC
All rights reserved
16

17. Chat:
What
mindset
do
you
most
want
to
promote
in
your
volunteers?
How
could
you
prime
it
using
words
&
images?
© Tobi Johnson & Associates LLC
All rights reserved
17

18. +
Mission
Focused
Position
Descriptions
1) Philosophy
of
Volunteer
Involvement
2) Mission
+
Impact
Statement(s)
3) “Voice”
of
the
Volunteer
© Tobi Johnson & Associates LLC
All rights reserved
18

19. +
Philosophy
of
Volunteer
Engagement
For
Example:
“Volunteers
are
a
valued
as
an
essential
part
of
accomplishing
the
[agency]
mission
to
reach
out
and
deliver
[agency]
services
with
compassion
and
care.
Volunteers
provide
education
and
information
that
empowers
Medicare
recipients
to
make
informed
decisions
about
their
health
care
coverage
options,
rights,
and
benefits.
Through
their
unique
skills
and
talents,
volunteers
augment
the
work
of
paid
staff
and
expand
our
services
far
beyond
our
agency
doors
into
new
and
diverse
communities
in
need.”
Importance
of
Volunteers
+
Standards/Characteristics
+
Tasks
+
Results
© Tobi Johnson & Associates LLC
All rights reserved
19

20. +
Mission
+
Impact
Statement(s)
Organization
Mission
Statement
n Our
Cause
(Who?
What?
Where?)
n Our
Actions
(What
do
you
do?)
n Our
Impact
(What
changes
do
you
make?)
Volunteer
Impact
Statement
n Change
in
Knowledge
(What
do
people
now
know
as
a
result?)
n Change
in
Behaviors
(What
do
people
now
do
as
a
result?)
n Change
in
Status
Quo
(What
has
changed
as
a
result?)
✚
© Tobi Johnson & Associates LLC
All rights reserved
20

21. +
Mission
+
Impact
Statement(s)
Sample
Mission
Statement
Larkin
Street’s
mission
is
to
create
a
continuum
of
services
that
inspires
youth
to
move
beyond
the
street.
We
will
nurture
potential,
promote
dignity,
and
support
bold
steps
by
all.
Sample
Volunteer
Impact
Statements
n Because
of
dedicated
volunteer
tutors,
23
youth
were
able
to
transition
off
the
streets
and
begin
their
first
year
of
community
college.
n Because
of
caring
mentors,
36
young
adults
were
able
to
get
and
keep
jobs
for
over
a
year.
n Because
of
community
volunteer
ambassadors,
Bay
Area
employers
are
now
seeing
the
potential
in
homeless
youth
as
entry-­‐level
employees.
✚
© Tobi Johnson & Associates LLC
All rights reserved
21

22. +
Testimonials:
“Voice”
of
the
Volunteer
n Where
to
Get
Them
n At
special
events
n After
trainings
n At
conferences
n When
to
Get
Them
n After
a
team
achievement
n When
a
volunteer
thanks
or
compliments
you
n How
to
Get
Them
n Ask
when
the
opportunity
is
ripe!
© Tobi Johnson & Associates LLC
All rights reserved
22
SEE
HANDOUT:
Tip
Sheet
for
Better
Volunteer
Testimonials

23. +
Testimonials:
“Voice”
of
the
Volunteer
What’s
it
like
to
be
a
[insert
volunteer
role]?
How
has
it
changed
you?
What
impact
does
your
volunteer
role
have
on
the
clients
or
community?
Why
does
this
cause
matter?
Would
you
recommend
this
experience
to
others?
Why?
© Tobi Johnson & Associates LLC
All rights reserved
23

24. +
Bring
the
Bling
to
Volunteer
Manuals
n Volunteer
&
paid
staff
testimonials
(why
we
love
volunteers)
n Volunteer
photos
(e.g.,
annual
contest
winners)
n Break
up
long
text
n Chunk
text
using
call
out
boxes
n Charts
&
graphs
n Infographics
© Tobi Johnson & Associates LLC
All rights reserved
24

25. Chat:
What
are
other
ways
you
could
(or
have)
spiced
up
your
volunteer
manuals?
© Tobi Johnson & Associates LLC
All rights reserved
25

26. +
Making
Rules
&
Regulations
Palatable
1) Keep
Consistent
2) Leverage
Social
Proof
3) Emphasize
Social
Norms
© Tobi Johnson & Associates LLC
All rights reserved
26
SEE
HANDOUT:
Using
Psychology
to
Get
Commitment
Tip
Sheet

27. +
Mere
Exposure
Effect
n Use
same
graphic
elements
(look
&
feel)
n Use
similar
wording
style
of
section
headings
n Use
common
content
elements
n Use
same
messaging
across
all
platforms
© Tobi Johnson & Associates LLC
All rights reserved
27
Where
can
you
use
these
tactics
to
refresh
your
volunteer
materials?

28. +
Social
Proof
n Use
testimonials
from
“people
like
me”
n Photos
boost
“trustworthiness”
n Beware
of
negative
social
proof!
n Authority
still
rules!
© Tobi Johnson & Associates LLC
All rights reserved
28
Where
can
you
use
these
tactics
to
refresh
your
volunteer
materials?

29. +
Normative
Influence
n Communicate
that
the
majority
of
volunteers
are
compliant
n “Seed”
volunteer
sign-­‐in
or
sign-­‐up
sheets
n Have
volunteers
deliver
training
on
compliance
n Use
the
norm
of
reciprocity
in
your
favor
© Tobi Johnson & Associates LLC
All rights reserved
29
Where
can
you
use
these
tactics
to
refresh
your
volunteer
materials?

30. +
For
Marketing
Documents
…
Consider
these
four
relationship
goals:
n Capturing
Attention
n Holding
Interest
n Making
a
Decision
n Moving
Forward
with
an
Action
© Tobi Johnson & Associates LLC
All rights reserved
30

31. +
For
Application
Documents
…
Consider
these
four
relationship
goals:
n Gathering
“Need
to
Know”
Info
n Learning
About
the
Human
Being
n Communicating
Values
n Reassuring
Decision
to
Join
© Tobi Johnson & Associates LLC
All rights reserved
31

32. +
For
Active
Service
Documents
…
Consider
these
four
relationship
goals:
n Tracking
Accurate
Time
Contributions
n Documenting
Team
Impacts
n Appreciating
Commitment
&
Progress
n Cultivating
Ongoing
Loyalty
© Tobi Johnson & Associates LLC
All rights reserved
32

33. +
Remember
Our
Quick
Ways
…
n Program
documents
are
more
than
just
paperwork,
they
can
strengthen
relationships!
n Make
sure
they
are
easily
accessible
to
volunteers.
n Use
words
in
a
specific
schema
to
activate
semantic
networks
and
take
advantage
of
positive
associations.
n To
increase
the
power
of
volunteer
position
descriptions,
include
a
Philosophy
of
Volunteer
Involvement
&
your
Mission
plus
Impact
Statements.
n Tap
social
proof
by
including
the
“Voice”
of
the
Volunteer
wherever
you
can
to
convince
volunteers
to
act.
n Keep
a
consistent
look
&
feel
to
documents
to
reduce
cognitive
burden.
n Don’t
be
afraid
to
repeat
yourself
–
familiarity
breeds
…
acceptance!
© Tobi Johnson & Associates LLC
All rights reserved
33

34. +
Our
Birthday
Deal
–
Ends
May
1
$150
off
Annual
Membership
-­‐
Coupon
Code:
birthdayannual
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off
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Membership
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Quarterly
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Code:
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© Tobi Johnson & Associates LLC
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to:
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35. +
Good
Reads
on
Trust
&
Influence
n Covey,
Stephen
M.R.,
The
Speed
of
Trust:
The
One
Thing
That
Changes
Everything
(Free
Press,
2006)
n Friedman,
Ron
Ph.D.,
The
Best
Place
to
work:
The
Art
and
Science
of
Creating
an
Extraordinary
Workplace
(Penguin
Group,
2014)
n Goldstein,
Martin
&
Robert
Cialdini,
The
Small
Big:
Small
Changes
That
Can
Spark
Big
Influence
(Grand
Central
Publishing,
2014)
n Kolenda,
Nick,
Methods
of
Persuasion:
How
to
Use
Psychology
to
Influence
Human
Behavior
(Kolenda
Entertainment
LLC,
2013)
© Tobi Johnson & Associates LLC
All rights reserved
35

36. +
What
are
Your
Next
Steps?
© Tobi Johnson & Associates LLC All rights
reserved

37. +
Members:
Join
is
in
the
[Live
Chat]!
http://community.volpro.net/home
© Tobi Johnson & Associates LLC
All rights reserved
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