AU & NZ
SG
MY
US
IE
Access Assemble
The art of staying in touch: how do charities communicate with volunteers today?
Volunteers make so much possible, from supporting beneficiaries to raising vital funds.
And because they choose to give their time, a quick hello, a clear update or a heartfelt thank you goes a long way.
In this guide, you'll find how charities communicate with volunteers today, why communication is so important in volunteering, and how to build a volunteer communication strategy that feels natural for your team.
TL;DR: How do charities communicate with volunteers? Through a mix of email, messaging apps, meetings and volunteer portals. The ones doing it well match each message to the right channel, keep it two-way and say thank you often, with a simple volunteer communication strategy holding it all together.
Why is communication important in volunteering?
Good communication sits at the heart of every great volunteer experience.
Think about the last time someone kept you in the loop and thanked you for your help. It feels good, doesn't it? Volunteers feel it too, and when they feel informed and appreciated, they're far more likely to stick around.
Happily, most volunteers love what they do. In NCVO's Time Well Spent research, 92% of volunteers said they were satisfied, and 89% said volunteering gives them a sense of making a difference.
Connected Voice, the volunteer centre and infrastructure charity for Newcastle and Gateshead, puts it simply in its guidance for volunteer managers:
"Strong, regular communication motivates volunteers."
Its guidance adds that keeping volunteers up to date on what's happening is one of the easiest ways to help them feel part of the team.
Clear, regular communication helps you:
- Keep the volunteers you have. When people feel included and appreciated, they're more likely to stay.
- Build trust. Everyone likes knowing their time is making a real difference.
- Make roles easier. Clear instructions mean volunteers can get stuck in with confidence.
- Create a sense of belonging. For many volunteers, the people they meet matter just as much as the task.
So, why is communication specifically important in volunteering? Because it's what turns goodwill into lasting relationships.
“Volunteers don’t want to be a name on a list, they want to feel part of something, to know they’re making a difference."
How do charities communicate with volunteers successfully?
Firstly, there's no single "right" way, and that's good news, because it means you can find a rhythm that suits your charity and your volunteers!
Most charities mix a personal touch with a little help from technology. Here's how the most popular channels compare:
| Channel | Great for | Top tip |
|---|---|---|
| Email and newsletters | Updates, event invites and impact stories | A regular round-up helps your news stand out in busy inboxes |
| Messaging apps (WhatsApp, Slack, Teams) | Quick updates and reminders | Agree what goes in the group, and keep personal details in a secure system for GDPR |
| Volunteer portals and apps | Rotas, announcements, documents and feedback | A short how-to guide helps everyone get on board |
| In-person and virtual meetings | Building relationships and training | Mix in online catch-ups so spread-out teams can join in |
| Social media and closed groups | Community and sharing stories | Share key news in another channel too, for volunteers who prefer to stay offline |
And if your volunteers are spread far and wide, here's some cheering news. NCVO found that people who volunteer entirely by phone or online are just as satisfied as those who volunteer in person (92% each), and slightly more likely to feel a sense of belonging (88% compared with 82%).
When I looked after volunteers at a small charity, our volunteer communication strategy leant heavily on email. It was quick and free! But it wasn't always easy to keep track of who'd seen what, or who'd replied.
It's something the Access team hears from charities often: as you grow, it's natural to outgrow simple systems.
That's when many charities bring in a volunteer management system, so communication, scheduling and recognition all live in one place. You can send targeted updates, manage rotas and keep conversations organised, and get time back for the people side of the job.
How do you build an effective volunteer communication strategy?
If "why is communication important in volunteering?" is the question, a volunteer communication strategy is often the answer.
Think of it as your plan for keeping volunteers informed, inspired and involved: how you share news, how you listen and how you respond. It doesn't need to be a 40-page document!
Here's a simple seven-step framework that might help you get started.
1. Define your audience
Your volunteers are all looking for slightly different things, so group them by role, location or availability. Your regular event crew might love a real-time app notification, while long-standing supporters may prefer a friendly quarterly update.
2. Set clear objectives
What would you love to see happen? More volunteers sticking around, more people turning up for shifts, busier events? Once you know, your message and tone fall into place.
3. Choose the right channels
Match the channel to the message. A last-minute rota change suits an app notification, while a heart-warming impact story deserves a spot in your newsletter. Happily, most volunteers (77%) told NCVO they get the right amount of communication, and a quick poll will tell you whether yours feel the same.
4. Encourage two-way communication
The best conversations go both ways. Invite feedback, set up a simple suggestion form and celebrate the ideas that come in. Most volunteers already feel well supported (81%) and know how to raise an issue (83%), according to NCVO, so you're building on solid ground.
5. Personalise where you can
Little touches go a long way. Use someone's name, mention the shift they helped with last week, or ask how their new puppy is settling in!
6. Automate where it helps
Let technology take care of reminders, welcome messages and routine thank-yous, so you've more time for the personal conversations only you can have.
7. Review and adapt
Check in every few months. Which messages get opened? What are volunteers telling you? How many are coming back? Then tweak as you go. The Thanks a Million Guide shows how to work out your volunteer retention rate.
What does great volunteer communication look like in practice?
So, back to the big question: how do charities communicate with volunteers? Usually with a little help from technology, but you don't need a big budget to do it brilliantly. It's all about being intentional.
The best examples I've seen have a few things in common:
- Openness: volunteers know what's happening, and why.
- Recognition: thank-yous and shout-outs, little and often.
- Community: spaces, online or in person, where volunteers can get to know each other.
- Consistency: everyone gets the key updates, wherever they volunteer.
- Feedback loops: easy ways to share ideas and questions.
A few tools that can help charities communicate
Your people and culture come first, and the right tools help them shine. A few worth considering:
- Volunteer management platforms: systems like Access Assemble combine communication, scheduling and reporting, so everything lives in one place.
- Email marketing tools: handy for newsletters and updates (for example, Dotdigital or Mailchimp).
- Survey and feedback tools: forms and polls that keep the conversation two-way.
- CRM integrations: connecting your volunteer management software with your charity CRM keeps volunteer data secure and current, and shows the full picture of how people support you.
Laura Clark, Head of Volunteering at the National Autistic Society, has seen the difference a shared space makes for its 1,000 or so volunteers:
"Since using Assemble, volunteers feel more connected to the wider organisation. They are able to keep up to date with what is happening within our charity through the news pages."
Some of my favourite examples from Assemble customers are also the simplest: a personal thank-you, a quick update on the difference someone made, or asking for their thoughts after an event.
Technology helps you do that at scale, and the warmth still comes from you.
What's next for volunteer communication?
Volunteer communication keeps evolving, and it's an exciting time to be part of it. Here's what's on the horizon:
- AI-assisted automation: tools that time reminders or thank-you messages around how each volunteer takes part.
- Personalised engagement: messages tailored by role, interest or location.
- Mobile-first design: more and more volunteers enjoy getting updates on their phone.
- Connected systems: platforms like Assemble can form part of a wider charity software suite, bringing data from across your organisation into one place.
Whatever comes next, the aim stays wonderfully simple. Writing about Time Well Spent in Civil Society, NCVO's Amy McGarvey called for the sector to:
"renew efforts to provide quality volunteer experiences for all."
So, how do charities communicate with volunteers today?
Through a mix of channels: email, messaging apps, meetings, social media and, increasingly, a volunteer portal or app that brings it all together. The charities doing it well match each message to the right channel, keep the conversation two-way and make thank you a regular part of it.
The art of staying in touch is about meaningful, consistent contact that helps everyone feel part of the mission. A few well-timed, heartfelt messages can mean more than lots of busy ones.
Fancy giving your approach a refresh? Start small: ask your volunteers what they'd like, review your channels and pick one process to simplify this month.
And if you'd like to see how technology can help, take a look at Access Assemble, the volunteer management software helping charities like South Central Ambulance Charity and the National Autistic Society keep volunteers connected.
Quick answers
What is a volunteer communication strategy?
It's simply a plan for how your charity keeps volunteers informed, listens to them and responds, covering who you talk to, which channels you use and how often.
Recognition is a direct, low-cost way to shape that experience!
What's the best way to communicate with volunteers?
Ultimately, it often depends on the message.
Apps and texts suit urgent updates, newsletters suit impact stories, and a quick call or chat suits anything personal. Asking volunteers what they prefer is a great place to start!
How often should charities communicate with volunteers?
Like most things, it's a balance. Often enough that volunteers feel in the loop, and not so often that key updates get buried or they start feeling overwhelmed.
Most volunteers told NCVO they get the right amount of communication (77%), so ask yours what works for them.
Why is communication important in volunteering?
In a nutshell, volunteers who feel informed, valued and heard are more likely to stay. Good communication builds trust, prevents confusion and helps volunteers feel part of the team.
