What to Expect

You don’t have to know all the answers to questions asked because you will be provided with resources to point users towards. Even informing users what they can gain and learn from a data help desk is helpful in itself.

Having a diversity of volunteers in terms of organizations and topics is valuable Often the help desk is about providing a lead rather than a definitive answer. This is why having a diversity of volunteers in terms of organizations and topics is valuable. This makes a range of knowledge bases available and beneficial to users.

Benefits of Volunteering

Some benefits of volunteering at a data help desk are meeting new and familiar faces at the event. This is a way for those early in their careers to expand their network and understanding of community needs.
Volunteering at a data help desk allows one to gain valuable experience and build connections, even if they don’t consider themselves experts.
Emerging professionals (current Master’s and PhD students) and early career researchers will be able to interact with each other and established researchers.
Helping at a data help desk is also a home base for meeting people at the event because they will know where to find you.
You will be learning from fellow volunteers staffing the desk and data experts giving talks and demonstrations at the desk, interacting with students and researchers in your field to learn about the range of data needs, and hearing the types of questions researchers are asking right now.

Different Ways to Participate

There are various ways for people to volunteer based on their comfort level and availability.

Answering data and software questions in person at the booth when available during the event.
Showcasing demos, tutorials, and resources at the booth to showcase specific skills or tools.
Answering questions virtually (monitoring platforms like Twitter, Slack, or a survey form) for those are more comfortable with digital interactions. This allows individuals with varying levels of expertise to contribute where they feel most comfortable.
Suggesting questions and answers for online FAQs or resource knowledge base which can be a lower-barrier entry point for those less experienced in direct Q\&A.
Contributing recorded demos or one-pagers for an online resource gallery, allowing individuals to share their knowledge without real-time interaction.

Staffing the Desk

You will be expected to staff the desk or monitor platforms for scheduled time slots, often 1-2 hours.

You will be at the booth in the exhibit hall or similar location. This may involve giving demos of tools or resources, possibly at the main booth or a nearby kiosk. Handouts and stickers may be available.
You might be monitoring designated online platforms, such as BlueSky (using the event hashtag like #DataHelpDesk) and/or a Slack channel, to identify and respond to questions. You can respond via your personal or an organizational BlueSky account.
You will should be with a schedule beforehand.

Preparation and Support

Organizers of a data help desk focus on creating a welcoming and inclusive environment. The atmosphere for volunteers will be supportive and non-intimidating, regardless of a volunteer’s experience level.

Organizers will provide you with Volunteer Guidelines and tips to help you prepare. These guidelines clarify opportunities and expectations and should include a link to a code of conduct.
You may receive orientation or training, which can include basic information about the organizing entities (like ESIP) and fundamental data management concepts, especially since many users are new to the topic.
You will be provided with a list of resources and potential questions ahead of time.
Reminders about staffing time slots and encouragement from organizers are part of the support.

Guidelines clarifying what to expect when volunteering

The guidelines should clarify opportunities and expectations, provide guidance on preparing to answer questions and contributing resources, and include a link to a code of conduct.
Volunteers can contribute even if they are only familiar with using specific resources or projects, not just those they directly work on. This acknowledges that a range of perspectives and levels of expertise can be valuable.
Implement a question referral system where volunteers who are unsure of an answer can refer questions to more specialized experts. This allows volunteers with less in-depth knowledge to still contribute by connecting users with the right resources. The #datahelpdesk-experts Slack channel can facilitate this backchannel communication.
Offer clear volunteer guidelines that explain the different ways to contribute and provide support. Emphasize that it’s okay not to know every answer and that the goal is to help guide researchers. Offer orientation webinars to ensure everyone is prepared.
Be transparent about the level of commitment required for different volunteer roles. This allows individuals to choose roles that align with their availability and comfort level.

Interacting With Users

You will engage directly with researchers, who may be students, postdocs, early career, or established professionals. Many people that come up to a data help desk may have little to no formal training in research data management, so any help you give will be appreciated by users.

Data help desk organizers will help volunteers prepare for talking to strangers.

You should be approachable, show interest in the questions asked, and practice active listening and clarification to determine the true question being asked.
Volunteers should share their science expertise to find commonalities and establish trust.
It is important to avoid talking down to researchers.
Researchers may not always ask questions initially, so there’s a need to create buzz and share resources proactively. You might use prepared questions to engage passers-by at a physical booth.

Answering and Referring User Questions

You will be answering data and software-related questions. However, you are not expected to know everything.

If you receive a question you cannot answer, don’t panic. You should record the question (or have the researcher record it) on provided sign-in sheets. Organizers will follow up on these questions after the event.
For complex questions or those outside your expertise, you can use backchannel communication channels, such as a Slack channel, to crowdsource answers from other experts or refer the user to a more appropriate expert.
The help desk often aims to provide a lead or guidance rather than a complete, exhaustive answer. Follow-up is important, ensuring users leave with contact information or have questions addressed later.

Knowledge about Questions

Be prepared as much as you can to answer questions on a wide range of data-related topics.

You will likely be provided with a list of potential questions and resources beforehand.
Common questions include where to find or deposit certain types of data, how to create a data management plan (DMP), how to cite data or software, what FAIR principles mean, how to handle large datasets, and questions about relevant organizations.
Some questions might be vague or uncategorized, reflecting a need for a broader, preliminary consultation. You should understand the why of sound data management practices, like making data open and FAIR, are important.

Contributing Content

Beyond answering live questions and giving demonstrations, you might be asked to contribute content before or during the event, such as suggesting questions and answers for FAQs or creating recorded demos or one-pagers for an online resource gallery.

Providing Post-event Evaluation and Feedback

You might be asked to provide feedback through a post-event volunteer survey on what worked well and what could be improved. Notes on your interactions might be collected (anonymized) to analyze question types and inform future efforts. Ensuring volunteers feel their time was well spent is important for future participation.