The Benefits of Instant Messaging Over Email for Volunteer Engagement

Email has long been the default communication channel for volunteer programmes. But as volunteering becomes more flexible, mobile, and community-driven, many organisations are realising that email alone no longer supports the level of engagement volunteers expect.

In response, some organisations have turned to instant messaging - and the results are clear: faster responses, higher engagement, and stronger volunteer relationships. However, how messaging is implemented matters.

Purpose-built instant messaging, like that offered by Volunteero, delivers these benefits without the risks and limitations of consumer tools such as WhatsApp.

Why email is no longer enough for volunteer engagement

Email struggles to support modern volunteer programmes because it is:

• Easy to ignore or miss

• Slow for time-sensitive communication

• Poorly suited to conversational support

• Disconnected from volunteer data and workflows

Industry-wide, average email open rates sit far below what organisations need for reliable engagement.

By contrast, across Volunteero clients, instant messages achieve a 90% open rate, dramatically improving the likelihood that important information is seen and acted upon.

The WhatsApp workaround - and why it falls short

Recognising the limitations of email, some organisations turn to tools like WhatsApp to communicate with volunteers. While this can improve responsiveness, it introduces significant challenges.

Common issues with WhatsApp for volunteering:

• GDPR and data protection risks

• Limited organisational control over conversations

• Volunteers sharing personal phone numbers

• Difficulty managing and moderating large groups

• No integration with volunteer records, shifts, or training

• Groups becoming outdated or unmanageable over time

What starts as a quick fix often becomes difficult to sustain - particularly as programmes scale or staff change.

Volunteero’s instant messaging: built for volunteering

Volunteero offers native, GDPR-compliant instant messaging designed specifically for volunteer engagement - combining the immediacy of chat with the structure, control, and visibility organisations need.

1. High-visibility communication volunteers actually read

With a 90% open rate across Volunteero clients, instant messages:

• Are far more likely to be seen than email

• Reach volunteers quickly on mobile or desktop

• Reduce missed updates and last-minute confusion

This makes messaging ideal for:

• Shift updates and reminders

• Onboarding guidance

• Time-sensitive announcements

2. Centralised, controlled, and compliant communication

Unlike consumer messaging apps, Volunteero keeps all conversations:

• Within a single, secure platform

• Linked to volunteer profiles and roles

• Visible to authorised team members

• Fully GDPR-compliant

Organisations retain control, continuity, and oversight - without relying on personal devices or accounts.

3. A digital community for volunteers

One of the most powerful - and often unexpected - benefits of instant messaging in Volunteero is the sense of community it creates.

Within Volunteero, volunteers often:

• Support each other

• Share advice and encouragement

• Answer each other’s questions

• Welcome new volunteers

This peer-to-peer interaction reduces pressure on coordinators and helps volunteers feel part of something bigger than a schedule or task list.

4. Faster support and fewer coordinator queries

When volunteers can ask questions instantly:

• Issues are resolved quickly

• Small concerns don’t escalate

• Volunteers feel supported in the moment

Combined with AI-supported volunteer chats, many routine questions can be answered immediately - reducing inbound emails and freeing coordinators to focus on higher-value work.

5. Messaging integrated into the volunteer journey

Volunteero’s instant messaging is not a standalone chat tool. It is embedded directly into the volunteer lifecycle.

Messages can be:

• Linked to onboarding stages

• Used alongside automated reminders and training

This ensures communication is timely, relevant, and consistent - without manual effort.

Email vs instant messaging: a clear difference

Email

• Low open rates

• Slow, formal communication

• Disconnected from volunteer activity

• Easy to miss

Volunteero instant messaging

• 90% open rate across clients

• Fast, conversational support

• Fully integrated with volunteer data

• Secure, compliant, and manageable

Many Volunteero clients now reserve email for formal communications, using instant messaging for day-to-day engagement and support.

Engagement through connection, not just communication

Volunteer engagement isn’t only about sending information - it’s about creating connections.

Instant messaging enables:

• Real-time support

• Peer-to-peer community

• Greater trust and responsiveness

• Stronger volunteer relationships

Volunteero brings these benefits together in a platform designed specifically for volunteering - without the risks of consumer messaging tools or the limitations of email.

Want to see how instant messaging works inside Volunteero?We’d be happy to show you how organisations are using it to boost engagement, build volunteer communities, and reduce administrative load.