Communication Channels and Non Profits: Staying on the Same Page With Volunteers

How do you communicate with your volunteers if you are a Non Profit? This is a challenging issue to address, especially since there are so many different avenues of communication available today that previously did not exist. Additionally, life happens, with volunteers needing to cancel due to family emergencies. With all of the variables in different communication channels (as well as the usual considerations with volunteers), it quickly becomes apparent that it can be difficult to come up with an approach that works for everyone.

At this point, focus on developing a communication channel that works for everyone. Notice that I said channel, not channels. This is because you really should have only one place you need to be looking for last minute updates. If your organization is trying to do something with your volunteer workforce, it is important that you keep everything as simple as possible. Therefore, keep things down to one channel if possible.

If it is not possible for you to have one communication channel, then make sure that you have one Point of Contact. Be sure to articulate this. Over the years that I have worked with volunteers, one thing that never ceases to amaze me is how often things that are clearly articulated get disregarded or ignored. This can be fixed by simply stating that the process needs to be a certain way with the warning that anything done differently will be disregarded.

Once you have settled on what the communication channel needs to be (whether it is a single channel or multiple channels that are manned by one point of contact person), the next step is to make sure that you volunteers understand this clearly. Posting this information in as many conceivable forms as possible is definitely worth considering. The more obvious that things are pertaining to the desired communication channel, the better.

For the purpose of clarity, communication channels with Non Profits should reflect For Profits in all other areas. Donors in many ways are similar to customers, so the communication channels that you would use with them would look very similar in many ways to paying customers. Of course, on this point, it is clear that if you have a business element with paying customers in addition to donors, keep those communication channels distinct when possible. 

The obvious challenge, then, with a Non Profit when it comes to Communication Channels is that because of its very nature, there is a good chance that it will have more communication channels than would be found in a For Profit. Therefore, plan accordingly, especially with the prospect of substantial growth for the organization. Develop a thorough and detailed flow chart that outlines the communication channels as well as who is responsible for them. This way, you can see everything clearly and plan accordingly.

In conclusion, volunteers are the one area that should be treated differently with Non Profits. However, should you have donors and paying customers, it is important to distinguish these channels clearly from each other. Doing so will help keep your communication clear and streamlined. While initially it might not look that way due to the potentially large number of communication channels, do not be misled by that. At the end of the day, having this amount of clarity will help you keep your communication as clear as possible so that your Non Profit can focus on fulfilling its mission, your volunteers can participate knowing when and where they are needed, your donors can be satisfied that their contributions are helping you to live up to the mission, and your paying customers be satisfied with your customer service and the product that they receive.