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How to work with digitally excluded volunteers
18 Sep 2025by Mary Wessel
Here are six ways to make your charity more digitally inclusive for volunteers, boosting recruitment and driving support
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How to make volunteering digitally inclusiveHow to reach digitally excluded volunteersWhy charities should make volunteering digitally inclusiveVolunteers are vital to charities up and down the UK, yet there has been a decline in the number of people volunteering. In 2024, 5.6 million people in the UK volunteered, a drop of 1.5 million from the previous year. And with charities facing financial pressure and a rise in demand, garnering the support of volunteers is crucial.
Tackling digital exclusion is a key way to make volunteering with your charity more inclusive and enable those who want to support your cause to do so.
While conversations around digital exclusion often focus on service users, less attention is paid to volunteers. But digitally excluding volunteers is a significant issue: our digital inclusion report 2024 found that 37% of charities say it is difficult to reach volunteers due to problems with digital technology.
Below we share six ways charities can work with digitally excluded volunteers.
How to make volunteering digitally inclusive
Offer a range of communication channels
Around one in seven adults in the UK are experiencing digital poverty. That could be because they don’t have access to data or devices, lack the skills or confidence to use digital platforms, or face accessibility barriers.
Ask volunteers how they’d like to be communicated with and use a range of channels for people who aren’t, or prefer not to be, online. That might mean using text messages, telephone calls, paper forms, and in-person meetings.
Find out what is creating a barrier
It can be helpful to talk with your volunteers to find out what specific digital barriers they face. This will help you to understand the areas your volunteers need more support with and where to focus your attention. You could find out:
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Do they have the data or devices they need to engage with your charity and to use any volunteer management platforms?
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Do they have the skills they need?
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Do they feel confident online
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Do they have specific concerns about using digital tools (for example, are they worried about online security or lack the confidence to learn something new?)
Advertise volunteer roles online and offline
Advertising roles both online and offline will help to attract a broader range of volunteers. As well as advertising on volunteer websites, put up posters in community hubs, libraries or universities. You could attend community events and markets, advertise on local media, promote your volunteering opportunities through local groups, or advertise at your local volunteer centre.
And don’t forget the power of word-of-mouth. When you’re looking to recruit new volunteers, your current volunteers could be the best way to attract new supporters.
Offline support for online tools
If you are introducing a new online tool for volunteers to use, it can be helpful to put together a printed information sheet for those who are wary of using it. That might be a simple guide outlining the steps someone will need to be able to use it – including basics like how to log on. Having a physical information sheet can be very reassuring for users while they get started and build their confidence using a new tool.
Provide support and training
The Charity Digital Skills Report 2025 found that growing staff and volunteer digital skills is a priority for 43% of charities. Doing so will help volunteers to increase their digital skills, build confidence, and inspire them to keep learning in the future.
Talk with your volunteers to find out what areas of training they need. For example, cyber security training to help them feel more confident online, training on a specific tool or platform they need to use for their role,or simply having some practice time alongside someone with stronger digital skills.
There are lots of free or low cost online training programmes available, for example:
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The National Cyber Security Centre lists NCSC certified training schemes
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Google offers free digital skills training, including how to get started with AI
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Learn My Way offers free online digital learning for beginners
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The Open University provides free online training on a range of subjects, including an introduction to cyber security
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Charity Digital Academy has a number of training courses available, on everything from cyber security to AI. There is also a wealth of free webinars available on-demand.
Onboard digital champions
There’s nothing like in-person, friendly support to help volunteers build confidence when learning a new digital skill. Digital Champions are one way of offering that. Maybe there’s someone in your existing team of staff or volunteers who has the skills, patience and enthusiasm to help volunteers who’d like some extra support. Or you could look to recruit a new volunteer to specifically take up the role.
Take a look at the Digital Champions Network for ideas and training, and our article on how to help staff and volunteers embrace digital.
Follow-up questions for CAI
How can charities effectively use multiple communication channels for volunteers?What strategies identify specific digital barriers faced by volunteers?How does offline advertising increase volunteer recruitment diversity?What training methods best improve volunteers' digital skills and confidence?How do digital champions support volunteers learning new digital tools?
Mary Wessel
Mary Wessel
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