Mobilizing Digital Volunteers to Support Underserved Communities in India During COVID-19 Lockdowns

As community-driven organizations sought to support their constituents through the COVID-19 crisis, many drew on digital volunteers to expand their capacity and reach. However, coordinating the efforts of virtual volunteers is a challenging task with few empirical studies of the associated risks and best practices. In this paper, we report on the activities of CGNet Swara, a citizen journalism platform that published 401 distress calls from vulnerable communities stranded in India due to the imposition of a nationwide lockdown. CGNet mobilized 11 digital volunteers to help these contributors over a period of nearly 2 months. We found that a lack of proper guidance to digital volunteers and outdated organizational policies resulted in demonstrable harms to vulnerable communities. We discuss risks that are inherent in collaborations between organizations extending themselves to crisis response and emergent groups of digital volunteers, and how they can be mitigated by real-time monitoring and development of standard operating procedures relating to impact metrics, verification standards and disclosure policies.