Words of Wisdom
You don’t need the perfect response.
You just need to make members feel welcome be being
- Members receive timely responses
- Conversations feel welcoming
- Questions are answered or routed appropriately
- Members feel heard and respected
- Members know their next step
- Respond promptly when practical
- Match the member's tone and level of engagement
- Answer the question asked
- Keep next steps simple
- Be warm and concise
- Sending long, information-heavy messages
- Too many links or options
- Pressuring attendance
- Taking silence personally
Purpose
Provide guidance for responding to member questions, comments, and outreach in a welcoming and helpful way.
The goal is to make responses feel natural, conversational, and supportive—not scripted or overwhelming.
The Basic Structure
A good response usually includes:
- Acknowledge what they said
- Respond or answer their question
- Offer a simple next step (optional)
Not every message needs all three.
Tone Tips
- Write like you speak
- Use complete but simple sentences
- Avoid overly formal language
- Be warm, but not intense
Common Outreach Scenarios
Use these examples as starting points. Adapt them to your own voice and the specific situation.
| Situation
|
Goal
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
x
| Situation
|
Response
|
| No Response
|
Just checking in in case my previous message got buried. No need to respond—just wanted to make sure you knew there's someone local if you ever want to connect.
|
| They say “Thanks” or give a short reply
Keep it light.
|
Glad to hear from you! If you ever feel like connecting locally or coming to something, just let me know — always happy to help.
|
| They express interest in meeting people
Move gently toward a next step.
|
That’s great — there are a few members in your area. We sometimes do casual meetups (coffee, lunch, etc.). Would something like that interest you?
Optionally:
- Suggest a specific event
- Offer to help coordinate
|
| They ask about events
Keep it simple and clear. Avoid sending too much information at once
|
We have a few upcoming events — here's a link to our website's calendar. [Event] is often a good first event, and I'll be attending [Event] and would love to meet you there.
|
| They’re nervous about attending
Normalize the feeling and reduce uncertainty.
|
Totally understandable — a lot of people feel that way at first. If you decide to come to something, I’d be happy to meet you outside and introduce you around.
|
| They say they're too busy
Respect that and keep the door open.
|
That makes sense — schedules can get busy. If things ever open up, or if you just want to connect locally, feel free to reach out anytime.
|
| They say they're not interested in events
Acknowledge and pivot.
|
That’s completely fine — not everyone is looking for events. If you want to stay connected in other ways (newsletter, online groups, webinars, etc.), I’m happy to help.
|
| They ask about other members nearby
Facilitate connection carefully.
Note: Respect privacy. Do not share contact information without permission. You can direct members to the Membership Directory on the National website.
|
There are a few members in your area. If you’re open to it, I can help connect you or coordinate a small meetup.
|
| When you don't know the answer
It’s okay to say so and then follow up.
|
That’s a good question — I’m not sure, but I can find out and get back to you.
|
| Offering a first meetup
Being specific about time, place, and expectations can make it easier for someone to say yes.
|
I'll be at [location] on [day/time]. If you'd like, we could meet there and attend together.
I'm happy to meet you outside and walk in with you if that would make things more comfortable.
|
When to Escalate
Most member questions can be handled by the Membership Officer.
However, some situations are better handled by another volunteer or officer.
Learn more: Membership Officer - When to Escalate or Hand Off Communication
|
