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Leveraging digital tools to foster resilience in the charity sector: the case of eBay’s charity connect initiative

Journal: Information Systems Journal

Date: 2025

Author: Michelle Richey, Jade Wendy Brooks, M. N. Ravishankar

Abstract:
Digital tools can help mitigate serious threats to social and economic activity created by external shocks and reduced government funding. This paper complements Information Technology for Development (IT4D) studies of resilience by focusing on how the introduction of new digital tools can sustain both economic and social activities, potentially leading to further adaptations. It investigates eBay's Charity Connect initiative, which supported the UK charity sector to continue selling donated items during the COVID-19 lockdown. The findings present three pathways-outcomes used to foster resilience through introducing new digital tools: interim resilience, bounded resilience and enhanced resilience. Using conservation of resources theory, the paper explains the difference between these outcomes and discusses how balancing stress and resource investment can help leverage digital tools and foster greater digital resilience.

Link: Google Scholar

Background and Context

Charity Sector Challenges

The UK charity sector was vulnerable before COVID-19 due to government funding cuts and economic pressures from online shopping trends affecting traditional charity shops.

COVID-19 Impact & eBay's Response

When charity shops closed during COVID-19 lockdowns, eBay launched "Charity Connect" to help charities quickly transition to selling donations online on their platform.

Research Method

The study collected data from 36 UK charities through in-depth interviews during March-April 2021, analyzing how they leveraged digital tools to foster resilience outcomes.

Three Distinct Pathways to Digital Resilience in Charities

Interim Resilience Bounded Resilience Enhanced Resilience Temporary Crisis-focused Co-investment needed Micro-level effects Extended duration Repurposed resources Local-level adaptation Modest gains Sustainable adaptation Strategic investment Organization-wide Future-facing
  • Charities followed three distinct pathways to leverage digital tools during the COVID-19 crisis.
  • Interim resilience supported temporary crisis response, while bounded resilience extended benefits at a local level.
  • Enhanced resilience represented strategic investment providing organization-wide adaptation for future challenges.

The Paradox of Digital Resilience: Resource Conservation vs. Investment

Conserve Resources During crisis To protect against loss Invest Resources In digital tools To become resilient Vulnerability to future shocks Digital resilience
  • Charities faced a fundamental paradox during crisis: conserve resources or invest in digital resilience.
  • Resource conservation helps protect against immediate losses but increases vulnerability to future shocks.
  • Resource investment in digital tools creates short-term strain but builds longer-term digital resilience.

Digital Tools and Support Used in Charity Connect Initiative

  • eBay's platform (front and back end) was used by all participating charities during the initiative.
  • Specialized tools like Terrapeak helped charities determine optimal pricing for donated items online.
  • Training and mentoring support were crucial for charities with limited digital experience.

Critical Intervention Window Between Threat and Actual Loss

External Shock Threat Period Actual Loss Digital Intervention Window COVID-19 Lockdowns Charity shops closed Fund-raising halted
  • The research highlights a crucial intervention window between a threat and actual loss of resources.
  • eBay's initiative provided digital tools during this critical window, preventing complete fundraising stoppage.
  • Understanding this temporal distinction helps organizations plan more effective digital resilience strategies.

Contribution and Implications

  • The study reveals a key paradox in digital resilience: organizations must invest resources during crisis when they're most inclined to conserve them.
  • Different pathways to digital resilience are viable depending on organizational size, resource base, and strategic priorities.
  • Peer learning and support are crucial elements in successful digital transformation during crisis situations.
  • Digital tools foster resilience most effectively when they complement existing organizational practices and resource bases.
  • The role of external co-investment (like eBay's support) is critical for resource-constrained organizations during external shocks.

Data Sources

  • The Three Pathways to Digital Resilience visualization is based on the findings presented in Figure 1 of the article.
  • The Digital Resilience Paradox visualization illustrates key concepts from Conservation of Resources theory discussed in the paper.
  • The Digital Tools Usage chart visualizes information from Table 2, showing tools and support provided in the Charity Connect initiative.
  • The Intervention Window visualization represents the temporal distinction between threat and loss described in the COR theory section.