Volunteers acting as information providers to citizens

Purpose – Citizens Advice Bureau (SHIL in Hebrew) is an information and referral service dedicated to serving the needs of citizens by providing easy access to information about citizenship rights and obligations. Many people turn to the offices of SHIL either for help or to volunteer as advisors. This study seeks to examine the information seeking behavior of SHIL volunteers supplying information services to citizens.Design/methodology/approach – The theoretical foundations of the study are based on two existing models of information searching related to everyday life problems, Foster's non‐linear model of information seeking behavior and Bates's berry‐picking approach. This research employs a qualitative method. A total of 35 advisors in different SHIL branches were interviewed and the content of the interviews was analyzed, mapped and organized into categories by using concepts and terms revealed in the data.Findings – Findings show that volunteers at SHIL search information in a way that integrates th...