Communication in today's fast paced world of e-mail and the internet is constantly evolving, and keeping up with the latest techniques, formats and trends can be very frustrating. But few things are more important in the relationship between volunteers and an organization than consistent, timely, effective communication. Because volunteers are not in the office on a regular bases, or perhaps are spread out across considerable distance, they rely on an effective communication processes to keep them informed and connected.
Maintaining a database of all volunteers (active and inactive) allows you to create personalized, targeted and timely e-mail messages about new or urgent volunteer opportunities, organizational updates, special events, or legislative alerts. Be certain to assure your volunteers that your organization adheres to a strict privacy policy regarding e-mail addresses and be certain you honor that policy at all times.
While e-mail is a very convenient form of communication, there are times when direct personal contact is best, such as responding to a complaint, or following up with a volunteer that has missed assignments, been ill, or ignored procedures. It may be good to discuss the appropriate use of e-mail with others supervisors and employees that work closely with volunteers to be certain there is a standard procedure for contacting volunteers by e-mail.
Effective communication systems can help to create community for volunteers. Creating community challenges us to move beyond e-mail updates to find ways of collecting and sharing information that supports the work of volunteers and offers them opportunities to increase their knowledge.
Most organizations have extensive information about causes and issues that is not fully shared with volunteers (or all staff). Creating electronic libraries or knowledge centers allows volunteers to seek out information at their convenience. Some organizations are turning to volunteers to help create these knowledge centers, capitalizing on the knowledge found in the volunteer community itself to create information that can be shared with all. Volunteers often have excellent insights into the work they are doing, and are very willing to share that information with other volunteers. The database that can be created by sharing volunteer insights and experiences is incredible. Creating an organizational learning/resource center helps volunteers become more knowledgeable and can also helps them feel more connected to the organization and the volunteer community.
A great virtual volunteer project is to create an online resource center for your volunteers. A "surfer" is the best person to explore the Internet to find what information already exists. When my son became a big brother I offered him some literature from a mentoring conference I had attended. He promptly informed me he had already found over 60 online sites dealing with mentoring. He is a perfect example of the challenges many volunteer managers face today. Younger volunteers are self -learners who are very comfortable searching the Internet for the information they need. These volunteers are not looking for meetings or training classes as a source of information. They want to explore the resources and read the information on their own. They prefer to come together to discuss, discern and make personal contact. Creating an online resource center is a cost effective way to provide a great variety of information that can be constantly update and customized to the needs of your volunteers.
Don't fall into the trap of believing this you have to produce everything that goes in the resource center. Explore options for collaboration and the sharing of information among organizations. Create hot links to other web sites for supplemental information. Give your volunteers the opportunity to tap into other knowledge centers.
When you create your resource center keep your site user-friendly and as accessible as possible. Good graphics attract younger readers, but also affect download time and overall accessibility. While you don't want a boring, static site, you also don't need all the bells and whistles to be effective. Most people identify ease of access as a critical element for a successful site. Time is a precious premium for most volunteers and they want to be able to find and navigate the site with ease and speed. Have information in printable "text only" formats for volunteers that like to print the copy and read it later. Volunteers want current, up-to-date information. An effective knowledge/resource center is constantly adding new resources and updating information. Consider posting an article each month that offers new insights and information for volunteers. Ask staff members and volunteers to write short articles. Watch for interesting articles in newspapers and magazines and then link to the on-line copy when possible. If you have chapters in other states, share information and create hot links. When you post new information send an e-mail notice to all volunteers with a link to the article or information. Promote the site and encourage volunteers to check it for resources that can help them be more informed, effective and connected.
Each organization will need to find the balance between print and electronic communication that works best for their volunteers. Electronic newsletters, e-zines and e-magazines are very effective for short articles and quick news updates. On-line resources that volunteers can peruse at their leisure are very useful. Policy and procedure changes might be easily disseminated via e-mail but may also require a written follow up. Online orientation manuals are easy to update, access and share, but should be follow-up with personal contact and confirmation. An e-mail thank you is a timely recognition, but a hand written note is a very personal affirmation. A letter to a volunteer's employer is much more effective then an e-mail note.
Communication will continue to be challenging as we continue to operate in our electronically dominated world. Volunteers will expect rapid, timely, and effective communication systems. Organizations will be expected to respond quickly and efficiently. Volunteer managers will need to know their volunteers and keep track of the communication challenges, concerns, and information voids. With the wide range of communication options available today, volunteer managers have a wonderful opportunity to capitalize on their organizational and community knowledge by creating learning resources for their volunteers and thus learning communities for their volunteers.
Stratton, D.J. (2002 September/October). The Coming Challenges, Association Publishing, 35-37.