Perhaps no activity is more important to volunteer management than communication, which is critical to making volunteers feel included, informed, and appreciated. We communicate all the time, even when we are not aware of the messages we send.
The way we bring new volunteers on board, for example, is all about conveying both information and a friendly tone. From our screening interview to orientation and training, and in written manuals and instruction sheets, we are saying more things than simple content. Do we jump right into rules and regulations or do we take a moment (or a page) for a warm welcome? Do we show that we take volunteer contributions seriously by anticipating good questions and providing useful responses?
Throughout the year we hold meetings (one-on-one and with groups; formal and informal), run events, send e-mails (individually or blasted to everyone), and ask for responses to surveys and questionnaires. And each communicates on different levels. Pay attention to all your opening and closing statements and consistently thank volunteers for their time and efforts. Explain the context of any information, since it's easy for volunteers to feel "out of the loop," especially those who do their service away from your central office or online.
Set up a routine feedback cycle by asking specific questions ("do you have an idea where I might find...?") rather than vague "what do you think?" questions -- and always make sure you report back the results of what you were told! If you want volunteers (and paid staff) to take your missives seriously, you have to prove that you read their responses. Begin the next meeting or e-mail with something like "thanks to the 27 of you who gave me such excellent leads, including _______________." Do this every time and people will be much more likely to keep responding.
Things to Consider
While it's true that even something like the way your office looks (cosy, cluttered, dark, whatever) sends a message, most of the time you will be intentional about wanting to communicate something. Is the message bad or great news? Is it something open for discussion or out of your hands? How quickly do people need to know it? Here are a few more questions to consider as you decide how to communicate:
- What do you want or need to say?
- Is it routine or special?
- Is the recipient an individual, a limited group, or the public?
- What's the tone you want to convey?
- Is it one-way or two-way communication? (Announcements vs. information needing a response.)
- Will you make a record of the discussion and/or any decisions?
- What response or feedback do you most want and have you clearly asked for that?
- How long should it be?
- How will you highlight the most important parts to help the reader or listener pay most attention to those?
- What's the follow-up plan?
- What would a volunteer feel as well as know after getting this communication?
The more personal the communication seems to be, the better. A handwritten note is the most appreciated of all. And remember to always include an e-mail address or phone number where someone can contact you to ask questions or make comments.