Are you Ready2Help? Conceptualizing the management of online and onsite volunteer convergence

Abstract

Citizens have often been found to converge on disaster sites. Such personal convergence is increasingly supported by online informational convergence. The adoption of online platforms represents an opportunity for response organizations to manage these two different manifestations of citizen convergence. We analyse one such platform, "Ready2Help", developed by the Red Cross in The Netherlands. Our research demonstrates that by utilizing platforms, response organizations are able to transcend the boundaries between different types of organized behaviour during disaster. We extend the original conceptualization of organized behaviour, as previously described by the Disaster Research Center, explaining how the development of new platforms channels convergence of citizens and information. As such, platforms provide an interface between established, expanding, extending, and emergent forms of organized behaviour. These developments change the landscape of organized behaviour in times of disaster. | INTRODUCTIONA long-standing tradition in crisis and disaster studies has emphasized that convergence of citizen volunteers plays a major role on disaster sites (Drabek & McEntire, 2003;Dynes, 1994;Dynes & Quarantelli, 1968;Helsloot & Ruitenberg, 2004). Recent studies continue to show how response organizations, such as police, fire departments, and medical services relate to activities of these volunteers in crisis and ------------------------------------------------------------------This is an open access article under the terms of the Creative Commons Attribution-NonCommercial-NoDerivs License, which permits use and distribution in any medium, provided the original work is properly cited, the use is non-commercial and no modifications or adaptations are made.

At the external boundary of a disaster response operation: The dynamics of volunteer inclusion

“…The civil protection and preparedness sector needs to adapt its organizations to such changes, for example, by providing online platforms where citizens can register without being a member of an organization (Schmidt, Wolbers, Ferguson, & Boersma, 2017) or, more generally, by building structures of "networked governance" to include citizens (Waldman, Yumagulova, Mackwani, & Benson, 2017).…”

Avoiding chaotic use of social media before, during, and after emergencies: Design and evaluation of citizens’ guidelines

“…Thus, the convergence of volunteers led to suboptimal outcomes and authorities feared dilettante behaviour by citizen volunteers, indicating the need for guidance to improve citizens’ behaviour both in real and in virtual spaces (Reuter, Heger, & Pipek, ). Accordingly, Schmidt, Wolbers, Ferguson, and Boersma () outline the challenges of governing self‐organization of citizens, connecting online platforms with on‐site response initiatives, fostering inclusiveness, and managing information.…”

Platformsturing van zelforganisatie tijdens rampen

“…In de tweede plaats hebben we de rol van een online platform bestudeerd in Nederland in de winter van 2015-2016, waarin de toestroom van vluchtelingen uitmondde in een crisissituatie. In beide gevallen hebben we gesproken met sleutelinformanten, initiatiefnemers, overheidsfunctionarissen en vrijwilligers Schmidt, Wolbers, Ferguson & Boersma, 2017). We hebben onze interviews gecombineerd met impressies opgedaan tijdens veldwerk, en hebben daarnaast een studie gedaan naar de betrokken stakeholders en hun netwerken.…”

“…In Nederland is de opkomst van burgerinitiatieven via online platforms in de nasleep van rampen ook steeds beter zichtbaar. Tijdens ons onderzoek zagen we hoe het Rode Kruis via het door henzelf gestarte project Ready2Help experimenteerde met een online pool van burgervrijwilligers die ze konden oproepen om te assisteren bij een ramp of crisis (Schmidt, Wolbers, Ferguson & Boersma, 2017). Via het Ready2Help-platform kunnen vrijwilligers zich aanmelden, zodat het Rode Kruis hen kan mobiliseren via een sms en hen kan inzetten om ondersteunende taken uit te voeren, zoals dijkversterking of logistieke ondersteuning om de formele rampenbestrijdingsorganisaties te ontlasten.…”

“…Zo werd in de nasleep van de aardbevingen in Nepal duidelijk dat noch de internationale hulporganisaties, noch spontane initiatieven als Kathmandu Living Labs in staat waren om de meest kwetsbaren in de afgelegen, getroffen gebieden te bereiken (Mulder & Boersma, 2017). Het platform Ready2Help bleek weliswaar in staat om in korte tijd veel vrijwilligers te mobiliseren, maar het is het Rode Kruis tot nog toe niet gelukt de expertise van de vrijwilligers in de pool optimaal te benutten (Schmidt, Wolbers, Ferguson & Boersma, 2017). We constateerden dat het Rode Kruis burgers vooral inzette voor generieke taken zoals bedden opzetten, maar slechts in beperkte mate selecteerde op specifieke kennis en vaardigheden zoals medische expertise of talenkennis.…”