Something I believe charities should think about is this question:

👉 “How do we get the right balance between sounding professional and keeping the personality of our community voice?”

It’s easy to fall into one extreme or the other. Some organisations lean so heavily on formal, corporate-style language that their community can’t see themselves in it. Others stay so informal that funders or partners might not take them as seriously as they deserve.

The good news is: you don’t have to pick one or the other. Here are a few ways to hold both.

1. Keep the heart in the story, but polish the edges

Your community voice is what makes your charity relatable. The key isn’t to take it away, but to present it in a way that still feels clear and professional.

• Too formal: “We provide holistic, cross-sector interventions that mitigate barriers to employment.”
• Balanced: “We help people in our community overcome barriers to finding work.”

The second example still lands with funders, but it keeps the warmth and accessibility.

2. Use real voices as your anchor

Quotes from the people you support are the best bridge between professionalism and authenticity. They bring the community voice directly into your content; you just need to frame it and sometimes tidy it up.

• For instance:

“I didn’t think I’d ever get the chance to finish school, but now I’m studying again and I feel proud of myself.”

That voice is real and human. You can then add the professional context:

“Stories like this show why our education programme matters and why your support helps keep it running.”

3. Write as if you’re talking to someone you know

Professional doesn’t have to mean distant. If you wouldn’t use a phrase when explaining your work to a local resident, don’t use it in a newsletter either.

• Instead of: “Service users were in attendance at our latest stakeholder engagement session.”
• Try: “Local residents joined us for a workshop where we shared ideas and next steps.”

Both are accurate; one belongs in a grant report, the other in a public update.

4. Use structure, not jargon, to show professionalism

It’s often how you present information, not the words themselves, that makes something feel professional.

Example: a case study can be warm and human, but still look polished:

• The Challenge: “When Sarah joined us, she was struggling with confidence and finding work.”
• The Support: “She attended our skills workshops and got one-to-one mentoring.”
• The Outcome: “She’s now in part-time work and feeling optimistic about the future.”

Straightforward language, structured well.

5. Watch out for being too casual

Just as language can be too formal, it can also swing too far the other way. If posts feel rushed or unstructured, they can lose clarity and come across as unprofessional.

• Too casual: “great day out with everyone today . thanks everyone who helped Can’t wait for next time”
• Balanced: “We had a great day out today. Thank you to everyone who helped make it possible. We’re already looking forward to the next one!”

The second version is still friendly, but the punctuation and structure make it easier to read and more suitable for a wider audience. (and yes, I’ve seen it, there are accounts that do post that first version 😅)

Final thoughts

Professionalism and community voice work best together. When charities share stories in clear, accessible language and frame them with care, they can connect with both the communities they serve and the partners who support them.