Considering quality and measuring impact
This chapter discusses volunteers and volunteer management, while considering quality as well. Quality in this context will mean achieving some sort of standard of volunteer involvement through having some indicators or measures that are clear and explicit enough for organizations to be able to compare performance against and to work towards implementing. There is a body of work that does suggest that quality is something VSMs ignore at their peril, even if it does not draw clear cut cause and effect lines between quality of experience and retention. As such, the discussion in this chapter highlights the key role for the VSM in terms of being the focal point to manage volunteers and enhance quality.
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