Monthly Archives: September 2017

World Tourism Day 2017

September 27 is World Tourism Day, as designated by the United Nations. In fact, 2017 is the International Year of Sustainable Tourism for Development. World Tourism Day is meant to foster awareness of the importance of tourism and its social, cultural, political and economic value. The celebration also seeks to highlight tourism’s potential to contribute to reaching the Sustainable Development Goals (SDGs).

The theme of World Tourism Day this year, 2017, is Sustainable Tourism – a Tool for Development. And for my friends in the USA who may not understand: by “development”, they mean community development, economic development, preservation of historical sites while opening them up to tourism, etc.

I’m joining the celebration online by writing this blog that you are reading now, by taking the pledge to #TravelEnjoyRespect and by using the various images and other tools available for free from the United Nations World Tourism Organization in my social media messages today. The images are provided in multiple languages.

I love to travel. I have been privileged enough to travel internationally a great deal, both through my work and for entirely personal reasons. Travel gives me hope in humanity, because of the incredible kindness I experience. Travel gives me a sense of wonder, because of the incredible natural beauty and human-made marvels I see. Travel gives me a sense of brotherhood with all humans, because of the various representations of history I encounter. I want all people to get to experience this, particularly women. And the economic benefits to local communities regarding tourism are real and something I very much want to support.

I created a web page called transire benefaciendo: “to travel along while doing good.” I believe that every traveler has the power to do good on their journey. Here are 14 easy ideas for transire benefaciendo: eating in local restaurants, buying locally-produced products as much as possible (local beer and wine can be AWESOME), being as polite as possible, being quiet in sacred spaces, learning to say “thank you” in the local language as soon as possible, talking with local people about their lives and their work, taking the tour of something truly local (like a local history or local art museum), never paying for something that is endangered or leads to endangered animals (like ivory), never paying to touch a wild animal, refusing to ride elephants, never taking photos of children no matter how cute they are without their parents’ permission, paying appropriate prices for things and not trying to bargain in inappropriate situations/areas with extreme poverty, insisting on throwing away my trash possibly no matter how much a guide says it’s okay to throw it down on the ground, and never defacing anything with graffiti.

Showing respect and interest is appreciated worldwide. It creates a positive image of others from your country and ALL travelers from abroad. Talking with local people can lead to beautiful moments. One of my favorite travel memories is returning to my hotel room in Afghanistan after being away for a week and having the cleaning lady take my hand in the hallway and lead me to my room, so she could show me it had been painted, and have her rub my hands over and over saying, “Welcome! Welcome!”, the only English phrase she knew besides “Good morning.” Refusing to pay to touch wild animals, including riding elephants, encourages people making their living from forcing these animals into such horrible lives to seek other ways of employment. Buying locally-produced items, including food, helps the local economy. It doesn’t seem like much, but it DOES make a difference!

I have some resources for people in developing countries that want to expand their tourism offerings:

Adventure tourism as a tool for economic & community development by me! This is a resource for those that like to explore developing countries / low infrastructure environments, as well as offering more about why I make travel a priority in my life.

Hosting International Volunteers. I’m not crazy about voluntourism, but if you want to host volunteers from other countries, here are things you need to do.

Advice for Budget Hotels, Hostels & Campgrounds in Transitional & Developing Countries: The Qualities of Great, Cheap Accommodations. I love small hotels when I travel. I wish more locals knew how to create a great site.

You can also help promote the day by using these tags in your tweets, Facebook posts, Instagram posts, and other social media posts using these tags:

#WTD2017

#IY2017

#TravelEnjoyRespect

#SDGs

Related blogs:

Toolkit for Working with Rural Volunteers

There is a partnership between the US Office of Surface Mining (OSM), AmeriCorps VISTA (Volunteers in Service to America), and community/watershed improvement organizations that coordinates and trains OSM/VISTAs who live and work in host communities throughout seven states in the Appalachian coalfields and the hardrock mining belt of Colorado and New Mexico. These VISTAs, in their role as national service volunteers, work on projects that promote economic redevelopment, community engagement and environmental stewardship in rural areas that have been hit hard by economic downturns and environmental degradation. “The OSM/VISTA Teams believe that restoring local environments is an opportunity for long-term solutions to severe poverty in mining regions, and the foundation for community mobilization and economic redevelopment in communities. OSM/VISTAs work side-by-side with volunteers in local community/watershed improvement organizations to support community revitalization and engagement efforts.”

The OSM/VISTA Teams completed a three-year research project on rural volunteerism throughout Appalachia and the Rocky Mountain West with funding from the Environmental Protection Agency’s Office of Wetlands, Oceans, and Watersheds. After engaging in place-based research in 34 rural communities, the partnership created the Toolkit for Working with Rural Volunteers to share approaches to volunteer recruitment, management and retention that are successful in rural settings. It’s USA-centric, but the recommendations are great for places outside the USA as well.

One part of the toolkit, Rural Volunteer Management Practices – Case Studies, summarizes 25 different volunteer practices that work for this partnership. “We know they work because we first identified practices that were working well in a rural community, transplanted those practices to 50 other places and then watched them for a year to see how they worked in a different context.”  I love that, in this section, they talk about partnering with off-road and 4×4 groups, with mandatory service volunteers, and with student-athlete volunteers. When do you EVER hear any volunteer management consultant talk about how to partner with these three groups? I think outdoor groups in particular, like motorcycle riding groups, hiking organizations and others are amazing targets for volunteer recruitment campaigns – and largely under-utilized.

There is also a section of worksheets, templates and checklists that any organization working in rural areas (or, frankly, ANYWHERE) will find useful as they begin a project or as they carry that project out to success.

You can also download the complete pdf workbook: oolkit for Working with Rural Volunteers. (Select “File” > “Download” under document title).

Well done Appalachian Coal Country Team (ACCT) and the Western Hardrock Watershed Team (WHWT) for this AWESOME resource. It represents what I love so much about AmeriCorps VISTA: it’s not only about helping local people, it’s not only about giving the volunteers an amazing experience they will take into their post-national service work, it’s also about learning and sharing what works and what doesn’t with everyone. I am such an AmeriCorps VISTA fan girl!

Thank you, Energize, Inc. for bringing this to my attention via Facebook!

I have worked with AmeriCorps members many times. I helped put together a handbook for AmeriCorpsVISTAs in charge of managing school-based volunteers for Sanchez Elementary School in Austin, Texas, written by various AmeriCorps members over the years in the program. I also have frequently trained AmeriCorps members on volunteer management 101, and I have a page especially for AmeriCorps members that curates the volunteer management resources I reference in my workshops.

Also see:

AmeriCorps, VISTA, other CNCS programs could soon be gone

Corporation for National and Community Service needs a makeover?

Ideas for Leadership Volunteering Activities

Screening Volunteers for Attitude

My resources re: volunteer support / engagement / management

No app can substitute for actually talking with people

Back in 2001, when I started directing the United Nation’s Online Volunteering Service , then a part of NetAid, one of the first things I did was ask to spend a week answering emails from users. Before I arrived, the junior associates had recruited volunteers – unpaid interns – to do this, because they themselves hated doing it. They could not understand why I wanted to spend time doing such low-level administrative work myself. Neither could my new boss, who tried to give me a lecture about the appropriate work for someone directing an entire program.

I insisted, and I did it. Why? Because there was no better way for me to learn, in just a week, what the users of the service were asking and saying, what they understood, what they didn’t, and what they wanted. It took about two hours a day, total, and what I learned in that week, as well as other days when I filled in for sick staff and interns, was invaluable to creating effective strategies for the program. It also helped me better direct staff in how to support users of the service – our customers. Staff had never thought of those people on the other end of those emails, trying to use the OV service, as customers or clients, and I worked hard to change staff perceptions of the site’s users.

I worked at a professional theater back in the late 1980s. I had graduated from university less than four months before. I remember the executive director saying that he would cut any position in a time of budgetary crisis except the box office staff. He said that most of our audience would never interact personally with anyone other than the box office staff at the theater. Sure, many would get a call from the fundraising staff if they didn’t respond to the postal mailing about donating, but most – MOST – would interact personally only with someone in the box office. For most of our audience, the box office staff was their personal connection to the theater – not the actors on stage. That box office experience, therefore, should be STELLAR and have all the resources it needed to be such. That executive director made sure the box office staff was well-trained (and often re-trained), well-supported, actively supervised and well paid. And the box office staff, in turn, gave the marketing staff and fundraising staff invaluable information regularly on what our audiences were saying, information that was far more regular and reliable than any research consultant could provide.

I bring up these experiences which have shaped my approaches to communications and management of staff to this day because I am stunned at how, at most nonprofit organizations, NGOs, international agencies, government programs and more, many senior staff members are not aware of what staff on the front lines are dealing with, nor what clients or the public are saying. Yes, you should do a variety of surveys and focus groups and formal pulse-taking, and ask your staff to produce reports on what they are hearing via their interactions with your clients, customers, the public, etc., but there’s no substitute for interacting with customers yourself. That includes on social media. Why are you having inexperienced young people or a short-term intern manage your social media? Social media is about interacting, about engaging – not just one-way communication. If you had an onsite event for a large number of clients or the general public or donors, who would you have to facilitate that event – a short-term intern new to your organization, or a senior staff member? Who would your clients or the general public or major donors expect to work with them? What you would do offline, onsite at your organization with clients you should also do online.

And that brings me to apps and chatbots. I regularly see nonprofit staff post questions to online groups, trying to find a magical app or chatbot that will replace a staff member from having to actually engage with users, or replace a staff member actually having to read social media messages. TechSoup recently did a series of breathless blogs about how wonderful artificial intelligence and chatbots are for nonprofits. Yes, chatbots might reduce overhead administrative costs, but at what cost to the organization in other wasy?

  • Chatbots take away an opportunity for real people to interact with current and potential clients, donors, volunteers and others at a nonprofit organization, which denies an organization critical information that can help staff know whatcurrent and potential clients, donors, volunteers and others are saying, how they are feeling, etc.
  • They also frustrate people – many people will end their interactions with a chatbot once they realize it isn’t an actual human being and their questions aren’t being answered properly, and have a negative viewpoint of the company that uses that chatbot.

This response to the TechSoup blogs really sums it up well:

I have not ever had a satisfying experience with a chatbot. far too often there are unique situations and circumstances that cannot be anticipated or made a part of the program. It is immensely frustrating to be stuck talking to a chatbot that is only able to respond to things that are part of its program. I would rather have a little slower response and talk to a real person who listens and cares.

For-profit companies can get away with not having a reputation of listening and caring – they can still be profitable, despite such a perception. Nonprofits, however, cannot.

Not only do you need actual humans to interact with clients, donors, volunteers and the general public – you need senior staff to be doing so, at least occasionally. If these human interactions aren’t integrated into your organization’s practices and culture, and central to your strategies regarding public relations, they should be.

Also see:

I won’t help you recruit a receptionist/volunteer coordinator

graphic by Jayne Cravens representing volunteersRecently, I got asked if I would share a job opening at a PDX (Portland, Oregon)-area nonprofit. It was for a receptionist / volunteer coordinator. I responded:

I actually have a policy not to promote receptionist/volunteer coordinator jobs. Sorry. It’s a matter of my perspective about the importance of both positions.

It wasn’t the first time I had to tell someone this.

I will not promote receptionist / volunteer coordinator jobs. I will not promote receptionist / donor manager jobs, receptionist / marketing manager jobs, nor receptionist / legal council jobs. Not that I have ever seen those last three jobs advertised. Because such a combination of jobs would be preposterous. Just as preposterous as combining receptionist and volunteer coordinator, or volunteer manager, or director of volunteer services into one position.

I could write a long blog about why but, honestly, if you don’t get it, I just don’t have the time…

See also:

Volunteering, by itself, isn’t enough to save the world

graphic by Jayne Cravens representing volunteers

Like so many communities across the USA, the town where I live has many, many homeless people: people, including children, who are couch surfing, living in cars, sleeping in public spaces or sleeping in shelters, because they have no space of their own. There is a patchwork of organizations trying to help them with basic, immediate needs, and I attended a presentation by one of the organizations trying to offer temporary shelter – and by temporary, I mean both temporary for people that will stay there and temporary in their own existence. One of the slides in her presentation had a list of all of the many things different agencies were doing to assist the homeless. But there was also this warning on the slide: None of which will go to preventing or ending homelessness. And that included the temporary shelter her organization was providing, and all of the volunteers helping in such.  

In Houston, we’ve seen all sorts of people volunteering to help people get to temporary shelters, to feed people in those shelters, to evacuate people from their flood ravaged homes and cars, to get animals to safety, and on and on. And that’s not just nice, that’s necessary, and I’m so grateful that I live in a country where people are so willing to donate their time. But volunteers could not do this alone, and eventually, disaster-response volunteers are going to go home, and there are going to be thousands of homeless people and animals who are going to need ongoing, continuing assistance, even as volunteers leave the area.

I love volunteerism, and I don’t trust nonprofits that don’t involve such. I think volunteers are critical for nonprofits, schools and government agencies – and not for saving money. I am passionate about the critical role volunteers can play in a range of issues and services. Again, they aren’t just nice – they are necessary.

However, I also believe we need more than only – solely – volunteers to keep schools open and of high quality, to keep water clean, to keep hike and bike trails safe, to help the homeless, to address drug abuse, to give children the safety nets they need to navigate their life into adulthood, to promote the arts, to address youth violence, to respond to disasters, and on and on. Full-time, fully funded experts are needed. Initiatives solely, completely dedicated to certain issues are needed – and these initiatives must have funding. I have been begging nonprofits and schools, for years, to tell government officials and corporate philanthropy folks explicitly that, while volunteers are great, money is ALSO needed, to meet the needs of the community. We cannot do all that needs to be done in our spare time, donating just a few hours a month. The last time I was fully on this soapbox on my blog was in 2011, regarding the UK’s “Big Society” movement.

I have often gotten a very cold reception because I don’t embrace the idea that serious community and environmental issues can be fully addressed by people giving a few hours whenever they might have some time to spare, as volunteers. I’ve even been accused of being anti-volunteer, which, given the amount of time and effort I give to promoting volunteer engagement and best practices for such, is ridiculous.

In July 2000, The New York Times published “The Vanity of Volunteerism,” by Sara Mosle. She taught public school for three years, and after she left that profession, mentored four of her former students for a few years. She writes about her experience in her Times’ piece and weaves into her account statistics and feedback about the growing expectation of the US government for volunteers to fill in the gaps in service left by the federal government withdrawing support for nonprofits, state governments and government social services. She quotes people and sources that note that the need for social services was increasing at the time, but donations and government financing didn’t increase, and volunteering wasn’t enough to fill the gaps. She also talks about the negative consequences for clients of nonprofits, schools and social service agencies of more and more people engaging in episodic volunteering – what we now call offline microvolunteering – instead of long-term, high-responsibility traditional volunteering.

The piece also references the Presidents’ Summit on America’s Future in Philadelphia, a three-day event that was aimed at boosting volunteerism and community service efforts across the USA. President Bill Clinton, Vice President Al Gore, former Presidents George Bush, Gerald Ford and Jimmy Carter and retired Gen. Colin Powell all participated. I blogged about the 20th anniversary of that summit earlier this year.

Below is an excerpt from the 2000 New York Times article. Sara Mosle was singing the same song as me back in 2000, and I think her article’s statements, and the circumstances of nonprofits, need to be revisited. Note: the piece refers to Impact Online, and that is the original name of what is now VolunteerMatch. Also, the bolded text is my emphasis, not the article’s:

Excerpt:  

For more than a decade, politicians and civic leaders have been looking to volunteers like me to take over the government’s role in providing vital services to the poor. Although the movement arguably began in 1988 with the candidate George Bush’s invocation of ”a thousand points of light” as a response to Reagan-era cutbacks in social spending, it has been embraced by the current Democratic administration, which has continued those cutbacks, and culminated in the 1997 President’s Summit for America’s Future in Philadelphia, where President Clinton and Gen. Colin Powell touted the power of volunteerism. Now George W. Bush has picked up his father’s theme of ”a kinder, gentler” America by pushing ”charitable choice” — the provision in the 1996 welfare reform bill that allows faith-based organizations to contract with government to provide social services to the poor. (Al Gore supports it, too, though less vigorously.)

”Compassionate conservatives” would probably claim that I am the kind of ”caring adult” who can transform the lives of disadvantaged kids more effectively than any government program. I’m all for volunteering, but I would disagree. While I don’t doubt that I have had some positive effects on my kids’ lives — studies show that mentoring can reduce dropout rates and drug use among teenagers — they have mostly been of the ”boosting self-esteem” variety that conservatives, in other contexts, usually disdain. Besides, I’m not a very good volunteer. To work, mentoring has to be performed consistently, over a sustained period of time and preferably one on one. For the first couple of years, I saw my kids as often as twice a week. But now I’m lucky if I see them once a month, and I almost never see them individually. In their lives, I’m less a caring adult than a random one. And my failure is representative.

Although 55 percent of Americans reported that they volunteered at some point in 1998 — a 7 percent rise over 1995 — this jump does little more than recover ground that was lost in the early 1990’s and represents just a 1 percent increase over 1989. Moreover, the total number of hours that people are giving has actually declined. ”It’s a new trend,” says Sara Melendez, the president of Independent Sector, which compiled this data. ”People are volunteering, but when they do, it’s more of a one-shot deal — half a day one Saturday, instead of once a week for x number of weeks.” Overall, Americans donated 400 million fewer hours in 1998 than they did in 1995.

Consequently, while Powell has made recruiting 100,000 new mentors a top priority of America’s Promise, his volunteer outfit, there is little evidence that people are sufficiently answering his call. In New York, for instance, Big Brothers/Big Sisters receives just 4,000 inquiries each year from potential mentors. Of these, two-thirds never follow up once they learn they have to commit to seeing their kids at least twice a month. Another 700 lose interest after the initial training session or are eliminated through the program’s rigorous screening process. Only 600 people ever become mentors — this in a city with more than one million schoolchildren — and nationally, the program has a waiting list of some 50,000 kids.

To help nonprofits cope with this new unreliable work force, groups like Impact Online and New York Cares have sprung up that act like temp agencies, matching the interests (and busy schedules) of what might be called the impulse volunteer — someone with an urge to give but only a few hours to kill — with openings, arranged by time slot and geographical location. But this Filofax approach to giving often robs volunteerism of the very thing that was supposed to recommend it over government in the first place — namely, the personal connection that develops when you regularly visit, say, the same homebound AIDS patient.

And in a volunteer’s market, not every need has a buyer. ”People will come in and do a project — a school painting, a school wiring — and think they’ve done a good service and go away,” says Paul Clolery, editor of The NonProfit Times. ”But it’s not the type of traditional, week-in and week-out volunteering that a lot of organizations really need.”…

The experience of Meals on Wheels in Dallas is typical. It can’t find enough volunteers to commit to even a few hours a month to help deliver meals to the city’s elderly shut-ins. ”People can’t get away during the middle of the day,” says Helen Bruant, the program’s director. ”So, they ask, ‘Why don’t you deliver in the evenings?’ Well, we looked at that. But for a lot of our clients, this is their only meal. They eat half at lunch and save the other half for dinner. Plus, it’s not good for the elderly to eat a big meal at the end of the day.” Therefore, the program must hire 30 percent of its drivers. Even paying people, Bruant cannot find enough help. ”We can’t compete with McDonald’s,” she says…” Yet, if anything, the need is increasing. ”The aged population has grown by leaps and bounds in the last decade,” Bruant says, ”but giving and government financing haven’t increased.”

As a result, the heads of some of the most reputable nonprofits — the United Way, the Salvation Army, Catholic Charities — have reported that they can’t keep up with rising demand for their services. ”We’re having to turn people away, or ration portions, to stretch supplies,” says Deborah Leff, the president of America’s Second Harvest, the nation’s largest network of soup kitchens. And while charitable giving is up sharply, the growth has not kept pace with reductions in government aid to the poor. ”People have replaced some of it with volunteering, some of it with cash, but not all of it,” says Richard Steinberg, a professor of economics at the joint campus of Indiana and Purdue Universities in Indianapolis…

end of excerpt

September 14, 2017 update: wow, someone must have been inspired by my blog:
Bill Gates: Don’t expect charities to pick up the bill for Trump’s sweeping aid cuts.

Also see: