Becoming a travelers aid volunteer: Communication in socialization and training

The study explored newcomer socialization in a volunteer agency, Travelers Aid Society (TAS), at Washington, D.C.’s National Airport. It focused on how the organization's members used communication to achieve organizational goals for newcomer volunteers, and what motivated the volunteers to do the job. To collect data to answer these questions, I participated in classroom and on‐the‐job training to become a Travelers Aid Volunteer, and interviewed volunteers and paid staff. I analyzed the data inductively to allow the organization's goals and members’ rewards to emerge in members’ own language. The study identified three types of goals and related rewards. First, volunteers were expected to understand the context of TAS work, how Washington and the airport affected the situations and clients they would serve. Second, volunteers needed to be able to do the job—duties ranging from providing simple directions to identifying and helping social service clients. Third, volunteers had to build organizational relationships with other organizational members.