Over-Communicating with Volunteers

WHERE IS EVERYONE?

In my early days of leading volunteers, I had no idea how vital communication was to building trust and deepening connections. I thought that as long as I had a clear plan in my head, everything would naturally fall into place. Part of my problem was that I was young and believed the world revolved around me. Another part was that I wasn’t exposed to exactly how busy and how many things are pulling at my volunteers.

I set out to organize a group of volunteers to do some mission work in a downtown area in Detroit. I was beyond excited and I couldn’t wait for the day to come. I had my clipboard and a plan. The morning of the serving day I leaped out of bed and couldn’t wait to meet all the volunteers. I knew we were going to accomplish something special and really help a lot of people.

As I stood around waiting for all my volunteers to show up, a sinking feeling began to fill my stomach. Where was everyone? Why was no one there?

I started texting people and one after another they told me they didn’t realize the serving day was today. The special day I had planned was quickly evaporating.

That day I realized that without effectively communicating my vision, expectations, and gratitude to my volunteers, I was inadvertently breaking trust. Instead of creating a cohesive and motivated team, my under-communication led to confusion, frustration, and ultimately weakened connections. My well-intentioned team was left wondering, "What’s next?" and “Why aren’t we in the loop?”

This lesson hit hard: when we don’t communicate enough, we fail our teams.

Volunteers are the lifeblood of so many organizations. They give their time, talents, and energy freely because they believe in the mission. Yet, as leaders, we often fall short of nurturing this most crucial relationship. Through my own missteps, I learned that communication is not just a tool for disseminating information—it’s the glue that holds teams together. And over-communication is far better than under-communication.

OVER-COMMUNICATE

Why is it important to over communicate?

1. Under-Communicating Breaks Trust

If you're like I was in my early leadership days, you might think that volunteers should just "get it" because the mission is clear and the tasks seem obvious. But the truth is that volunteers—like anyone else—need direction, affirmation, and clarity. When they don't receive it, doubts creep in, and trust starts to erode.

Consider this: Have you ever felt left out of the loop in a project or task? It can be frustrating and disheartening. The same happens with volunteers when they aren’t communicated with clearly or consistently. Volunteers are giving their time so they deserve to know what’s expected of them, what the goals are and where they fit into the bigger picture. If we leave them guessing, it’s not just their performance that suffers, but the entire team dynamic.

2. Over-Communicating Builds Trust and Deepens Connection

On the flip side, when you take the time to over-communicate, you’re not just sharing more information—you’re actively building trust. When volunteers feel informed, they feel valued. They know that their contributions matter because you’re taking the time to keep them in the loop. This doesn’t just improve task efficiency; it deepens the relationship between the leader and the volunteer.

Over-communicating shows that you're invested in their success, and it invites them to invest in the mission more deeply. It creates an environment where they feel supported, where they can ask questions, and where they are confident in their roles.

3. Communicate Across All Channels 

One key lesson I’ve learned in leading volunteers is that we need to communicate EVERYWHERE. We can't just assume that one method works for everyone. People have different communication preferences, especially when you’re working with a diverse group of volunteers. Here are some essential avenues to keep in mind:

Email is still one of the most widely used forms of communication. It’s great for detailed instructions, updates, or providing resources that volunteers might need to refer back to. However, don’t rely solely on email. For many people—especially younger volunteers—email is something they might check only occasionally.

Messaging apps like Slack, WhatsApp, or even text messaging are crucial when you communicate. Volunteers can receive quick updates on the go and feel more connected to the team in real-time. These platforms are especially helpful for reminders or time-sensitive updates that might get lost in an email inbox.

Video messages add a personal touch and help volunteers feel seen and appreciated. Whether it's a short thank-you video or a recorded message explaining an upcoming event, video communication humanizes your leadership. My favorite was sending happy birthday videos to our volunteers. They loved it. People are far more likely to connect with your message when they can see your face and hear the passion in your voice.

Never underestimate the power of in-person or virtual face-to-face communication. Regular check-ins or team meetings (whether in person or on Zoom) can give volunteers the chance to ask questions, offer feedback, and feel connected to the larger vision. These meetings provide a platform for volunteers to express concerns or ideas they might not feel comfortable sharing in an email or message.

The bottom line is that you should never assume that a single communication channel will reach everyone. We need to leverage all available avenues to make sure our message gets across. Different people prefer different modes of communication, so by diversifying your methods, you’re ensuring no one is left out. There’s no harm in repeating your message across several platforms. In fact, it’s essential.

Consistency is key. One of the most significant mistakes leaders make is failing to maintain consistency in their communication. If your volunteers are constantly asking you for details about upcoming events, that’s a red flag. It signals that you’re not ahead of the game and your team doesn’t feel adequately informed.

Imagine being a volunteer excited about an event only to feel lost because no one has communicated where or when to show up. That frustration can quickly lead to disengagement. Volunteers need to feel confident that their time is being respected and that the leadership is organized. Stay ahead of the curve.

PRACTICAL TIPS FOR VOLUNTEER COMMUNICATION

As you consider how to effectively communicate to your volunteers, here are some concrete strategies for making sure your communication is always on point:

1. Schedule Regular Updates

Set up a weekly or bi-weekly email or message thread to share updates. Even if there’s nothing major happening, sending a short “check-in” message helps volunteers feel included and informed.

2. Use a Variety of Tools

Take advantage of different communication platforms—email, video, messaging apps, social media, and in-person meetings. Cater to different preferences and make sure your message gets across.

3. Make Expectations Crystal Clear

Volunteers should never feel unsure about what’s expected of them. Provide clear instructions and goals so that everyone knows what they need to do and why it’s important.

4. Encourage Feedback

Create an open-door policy for communication. Volunteers should feel comfortable asking questions or offering feedback without feeling like they’re bothering you. Their input can help you refine your processes and build stronger relationships.

5. Show Gratitude Often

Communication isn't just about tasks and logistics—it's also about appreciation. Take every opportunity to thank your volunteers. Whether it’s a quick message, a handwritten note, or a shout-out in a group meeting, make sure your volunteers know how much their work matters.

6. Be Personal

Whenever possible, make your communication personal. Address volunteers by name, ask them about their experiences, and make an effort to connect on a human level. This strengthens relationships and makes volunteers feel more invested in the mission.

Leading volunteers isn’t just about organizing tasks—it’s about fostering a culture of trust, clarity, and mutual respect. And communication is at the heart of that culture. By over-communicating, diversifying your methods, and staying consistent, you’ll not only keep your volunteers informed, but you’ll also create an environment where they feel valued, empowered, and eager to contribute.

My serving day wasn’t ruined, but it almost didn’t happen. That morning many of my volunteers were unable to attend so I learned a very valuable lesson. Luckily, I called a few new names on my volunteer list and they happened to know a few people and it all worked out. But, being saved at the last minute was not part of my plan.

Remember, volunteers don’t just want to be told what to do—they want to be part of the bigger picture. When you communicate well, you’re not just passing along information. You’re casting vision, building relationships, and creating a strong foundation for your team to thrive.

By Jason Raitz - CEO, Speak with People

Jason has over 25 years of experience leading and communicating with volunteers. He coaches companies and non-profit organizations to improve their communication.