• To accept recommendation 1 (see paragraph 6.2 on page 37) of the report that The Library Association should adopt guidelines on the appropriate use and management of volunteers. However, it decided not to adopt Draft Guidelines in Appendix I of the report as they stand. The Volunteers Research Steering Group, chaired by Shelagh Levett, will use the Draft Guidelines as a basis for formulating a revised set of Guidelines. It is hoped that these will go for approval to the next meeting of the Public Libraries Committee on 28 November 2000, and be published by the end of the year.
• To accept the recommendation that the LA should encourage DCMS to reintroduce a section on the use of volunteers in the Annual Library Plans
• To reject the recommendation that the LA should become a clearing house for documentation relating to the use of volunteers in public libraries. It was felt that this was unrealistic. However it was agreed to encourage DCMS to investigate the possibility of making annual library plans on the net cross-searchable. This would not only make developments on the use of volunteers more readily accessible, but would also make information on all other policy areas more readily accessible as well.

1 Introduction
1.1 Background
1.2 Terms of reference
1.3 Approach
1.4 Definitions
1.5 National context
1.6 Volunteers in other domains
1.6.1 Museums sector
1.6.2 Archives sector
2 Current use of volunteers in public library services
2.1 Introduction
2.2 Levels of volunteers
2.3 Current Practice
2.4 Recruitment, training, retention and management of volunteers
2.5 Other uses of volunteers
2.5.1 Authorities who do not use volunteers
2.5.2 Authorities who do use volunteers
2.6 Use of intermediary agencies
3 Are volunteers appropriate to you?
3.1 Benefits of using volunteers
3.1.1 Community involvement
3.1.2 Expansion of existing services
3.1.3 Added knowledge of volunteers
3.1.4 Cost benefits
3.1.5 Enthusiasm and commitment of volunteers
3.2 Identified concerns and drawbacks of using volunteers
3.2.1 Reliability and commitment of volunteers
3.2.2 Recruitment
3.2.3 Management and supervision issues
3.2.4 Training concerns
3.2.5 Communication
3.2.6 Discipline and control
3.2.7 Staff time
3.2.8 Staff and trades union concerns
3.2.9 Quality, standards and the public face of the service
3.2.10 Cost factors
4 Issues to be considered
4.1 Why people volunteer
4.2 Role of volunteers
4.3 Roles and responsibilities of the authority
4.4 Volunteer policy
4.5 Substitution
4.6 Expenses
5 Management of volunteers
5.1 Recruitment
5.2 Application forms
5.3 Interviews
5.4 References and vetting
5.5 Agreements
5.6 Day-to-day supervision and management
5.7 Training
5.8 Reviews and recognition mechanisms
5.9 Disciplinary issues
6 Conclusion and recommendations
6.1 Conclusions
6.2 Recommendations
Appendix A - Directory of voluntary organisation and agencies
Appendix B - People contacted
Appendix C - Questionnaire
Appendix D - Data from Questionnaire responses
Appendix E- Respondents
Appendix F - Selected Bibliography
Appendix G - Summary of model contracts and guidelines
Appendix H - Summary of Case Studies
Appendix I - Use and Management of Volunteers in Public Libraries: Draft Guidelines