How Digital Platforms Promote Roles of Nonprofit Human Service Organizations During the COVID-19 in China

The COVID-19 pandemic compelled nonprofit human service organizations (NPHS) to rapidly adapt to heightened service demands while prioritizing the well-being of their staff and volunteers. Although digital platforms hold promise in facilitating NPHS adaptation, little is known about their impact during the crisis. How and through what pathways do digital platforms help NPHS adapt their service roles in times of crisis? Did digital platforms with different types of sponsorship vary in the way they affect NPHS's roles? Our study, based on 94 interviews in China, reveals that digital platforms assisted NPHS through three pathways: reducing transaction costs in stakeholder engagement, mitigating information asymmetry in targeting service recipients, and promoting shared responsibility for volunteer participation. Different sponsorship types influenced these pathways: government-sponsored platforms enhanced legitimacy, business-sponsored platforms leveraged private resources, and nonprofit-sponsored platforms bolstered citizen trust. This research informs scholars and practitioners on understanding how NPHS remained agile and innovative while facing extraordinary external challenges. PRACTICE POINTS. center dot To help nonprofit human service organizations (NPHS) adapt their service roles in synchronicity with the changing environment, we recommend that NPHS adopt suitable digital platforms for their collaborative network, client identification, and volunteer management during and after the public health crisis. center dot NPHS need to use digital platforms to achieve a better online-offline synchronization in information and services. NPHS could use the online system of digital platforms to send online service information, facilitate offline service programs and motivate residents to take offline voluntary actions. center dot For adopting nonprofit-sponsored digital platforms, NPHS should create collaborative networks of shops, banks, and volunteers within the community through issuing the credit system to earn citizens' trust, attract private resources and achieve legitimacy during and after the crisis.