When a big news story or disaster strikes, the result can be hundreds, even thousands, of people contacting organizations to offer help, including potential online volunteers. It could be a natural disaster, an act of violence, or a particular issue suddenly becoming the hot item on the news. A nonprofit organization, NGO, school, or other organization could suddenly be swamped with emails and phone calls from people who want to help in some way online.

Of course it’s appropriate for your organization to encourage these spontaneous online volunteering candidates to make an emergency financial donation to the organization — and be explicit about exactly what this money will be used for. But in addition, you should think about ways these spontaneous online volunteering candidates could engage in other activities to benefit your organization in a crisis situation:

• Put up a page on your web site specifically for these people thanking them for wanting to help in this time of crisis or intense attention. Outline on that page all of the ways they can help your organization both as donors and online volunteers. Direct them to other organizations if there are ways to volunteer at these organizations in some way.
• Encourage these spontaneous online volunteering candidates to subscribe to your email newsletter, your blog, your FaceBook account and/or your Twitter feed, wherever you are posting photos online, etc., to stay up-to-date on what your organization is doing to address whatever issue or circumstance is occurring.
• Encourage them to repost your messages to their own blogs, their own status updates on online social networking sites, etc., to educate their friends and colleagues about what is happening. Direct them to where to find information about the online volunteering activities you have available.
• Encourage them to write you if they see misinformation online about your organization and its work in this crisis situation.
• Set up a YahooGroup or GoogleGroup only for these potential online volunteers, and tell them online volunteering opportunities will be announced on this group as soon as they become available. You could use the group to brainstorm with these potential online volunteers what activities they could undertake for your organization.

Some things these spontaneous online volunteers could do regarding this crisis or immediate high-profit situation:

• Translate some of your existing web site material, flyers, blogs, Facebook status updates or new information into another language
• Translate texts or blog comments coming into your organization from another language into English, so you can read and respond to such.
• Monitor media reports and bring certain articles or information to your immediate attention.
• Monitor online communities and blogs and bring certain information, and even misinformation, to your immediate attention (more on how to deal with misinformation).
• Research what other organizations are doing that your organization might need to urgently know about, such as projects that are mapping eyewitness/on-the-ground reports of critical needs. For instance, following the Haiti Earthquake, OpenStreetMap created a crisis mapping project, mobilizing highly skilled online volunteers to layer up-to-the-minute data, such as the location of new field hospitals and downed bridges, onto post-quake satellite imagery. This data was made freely available by for-profit companies including GeoEye and DigitalGlobe. The digital cartography — informed by everything from Tweets to eyewitness reports — helped aid workers speed food, water and medicine to where it was needed most.
• Create a smart phone application that is urgently needed. CrisisCamp mobilized hundreds of online and onsite volunteers in Washington, DC; London, England; Mountain View, California; and elsewhere to build and refine a variety of tech tools needed after the Earthquake in Haiti, including a basic Creole-English dictionary for the iPhone to help aid.

These are not just nice things for online volunteers to do in a crisis; they are critical services. Depending on the mission of your organization, you might want to consider including how to deal with spontaneous online volunteering candidates in your crisis communications plans.

The above information is from the revised Virtual Volunteering Guidebook, which will be published later in 2013.