How to keep a personal touch in a growing community

The 2023 Digital Community Leaders report found that 70% of online communities have grown either moderately or substantially in the last 12 months. Growing is fantastic; it means people are interested in being part of what you offer! However, holding on to the tight-knit connection can be difficult as more people join your community. 

Balancing automated processes with meaningful interactions is critical to keep the community’s welcoming atmosphere alive. In this article, we’ll look at strategies you can implement to ensure your growing community keeps its personal and intimate feel.

The value of personalisation in large communities

Members joining an online community are not just looking for resources or information. For many people, they’re: 

• Seeking connection 

• Looking for support 

• Finding a sense of belonging 

Communities with a strong personal touch create spaces where members feel comfortable contributing and returning to regularly. Without that personal touch, members can feel like a number. This can lead to disengagement or them leaving altogether. 

Scaling a community doesn’t mean you need to sacrifice this connection. Instead, it’s an opportunity to create new ways for meaningful and accessible interactions that don’t weigh down on your time and energy. 

How to use automation for scalable personalisation

Automation can help manage a growing community, especially in areas where personalisation is tiresome to sustain manually. About 86% of service leaders say they were able to scale their team activities in 2023 by integrating AI technology. 

When implemented carefully, automation can help you keep the warmth and personal touch that members appreciate.

Automated welcome sequence

A well-crafted welcome sequence sets the tone for new members. 

With the help of automation, you can create introductory messages that feel authentic and personable, such as: 

• Warm greeting. Begin with a warm and casual greeting from a ‘friendly voice’ that gives members a sense of being personally invited. 

• Community guidelines and resources. Introduce the essentials they’ll need to get around your community space. You can also share valuable resources to get them started. 

• Open invitation for connection. Include a personal note inviting them to reply with questions or an opportunity to share about their interests. This can help members feel that there’s a real person behind the message and motivate them to respond.

Check-ins

Setting up automated check-ins can help members feel like you care. Automation lets community managers send personalised messages to members based on triggers, such as a member who hasn’t logged in or posted in a while. It keeps your members feeling valued without adding manual work to your plate.

Every check-in message should feel thoughtful and targeted, not generic.For example, mention typical challenges members might face or ask about recent goals related to their industry or focus area. Another option is to remind them of upcoming events that could interest them and signal that their contribution matters.

Virtual tools

Many community platforms offer features that help create personal connections at scale: 

• Direct messaging enables members to reach out directly to each other and create one-on-one connections.

• Tagging and grouping features (like tags) allow members to easily connect with others in similar fields, locations, or interests, creating micro-communities or cohorts within the larger community ecosystem.

Peer personal outreach

An effective way to create personal connections in a growing community is by forming a team of ambassadors. These members become an extension of the community team. They can provide support, answer questions, and bring energy to interactions. 

If this sounds like the right path for your growing community, identify who your long-term or highly-engaged members are. These people will act as your ambassadors. 

This strategy allows members to feel they’re receiving attention, even if they’re interacting with a peer rather than a community manager. 

Some of the ways peers can help keep that personal touch in your community are: 

• Hosting onboarding sessions. Your highly–engaged members can welcome new members or host casual ‘office hours’ to introduce newcomers to the community’s culture. 

• Support in forums. When you train ambassadors, they can provide basic support, answer common questions, and make sure conversations stay friendly and constructive.

How to keep a visible community leader presence

With 60% of community professionals focused on scaling existing communities, community leaders must find a way to stay visibly present. While responding to every message may be impossible, simple touches like replying to key posts or hosting live Q&As can go a long way in building connections.

Direct communication is a must. Regularly posting updates and sharing personal stories or reflections from a community leader will keep all members feeling connected.

Always acknowledge member contributions, too. Highlight specific members’ accomplishments or contributions in the community to show appreciation. 

For special occasions (like significant contributions or reaching milestones), send personal messages to your members. These small touches—like congratulating a member on their one-year anniversary—will reinforce that sense of belonging.

Events and human interaction

There’s no denying face-to-face interactions help build connections. Live events and gatherings are one of the most effective ways to establish personal connections in an online community. 

Even as attendance grows, you can structure events to ensure members feel seen and valued.

Live Q&As

Hosting live sessions—like Q&As with community leaders—lets members interact directly, creating a sense of exclusivity. 

You might decide to host breakout groups within larger events if the venue size allows. This will ensure members get to know each other intimately as they would in a smaller community group.

Networking opportunities

Use matchmaking opportunities to bring members together based on their interests, location, or engagement level. 

If you’re hosting an in-person event, you could arrange a small group dinner for your most engaged members. Events like this allow members to form close bonds in a more relaxed setting while reminding them of the benefits of continued community engagement. 

Keep community communication transparent

When scaling your community, providing clear information on community changes, goals, and expectations is vital. Transparent communication is the key to building trust in a growing community. It allows your community members to feel informed and involved at all times.

Set clear expectations from the start

Help your members understand their role in the community and how they can stay personally engaged, even as the community grows.

When new members join, provide a welcome guide that covers the community’s culture, norms, and guidelines. Outline how members should interact so they feel confident about how they contribute.

Be honest about changes

Members appreciate honesty about the community’s direction and purpose. If changes are happening, explain why they’re needed and how they’ll impact your members. 

Share a regular ‘State of the Community' update. Summarise any new features or shifts in focus so everyone knows what’s happening. If there are any challenges, openly communicate how you plan to address them. Transparency builds respect and shows that community managers and leaders value their members.

Balance growth with community connection

Staying committed to your community’s roots and purpose is critical, especially when your community is growing. Humans are inherently social, so providing a space where they feel a sense of belonging and want to engage will make your community successful. 

At Steadfast Collective, we help companies create these spaces. We’re community builders who focus on building websites and apps that members want to use time and again. If you’re interested in working with us, get in touch!