Sustaining Volunteer-Based Organizations Through Strategic Communication: Analyzing The Paradox

Abstract

Volunteer-based organizations rarely fail because they lack ideas; more often, they struggle because communication cannot convert intention into coordinated action. This study examines how a leader's communication style shaped the management of organizational activities and volunteer subordinates at Aksarakita Library, a community-based non-profit organization where strategic initiatives, including pembinaan (guidance) programs and library consultancy services, repeatedly stalled despite careful planning. Grounded in internal communication theory, communication style theory, situational leadership theory, Aristotle's rhetorical framework, and Conversational Intelligence, the research employed a qualitative descriptive design within a constructivist paradigm. Data were generated through semi-structured interviews, non-participant observation, and organizational document analysis involving five purposively selected informants representing different organizational roles. Analysis followed the interactive model, while credibility was reinforced through source triangulation, method triangulation, and member checking. The findings reveal a persistent tension between appearance and practice. The leader projected authority through steady eye contact and confident vocal delivery, yet these strengths were undermined by unclear delegation, pressure-driven language, and episodes of passive indecision. This inconsistency blurred responsibilities, weakened administrative accountability, eroded volunteer motivation, and gradually diminished organizational engagement. The study argues that leadership communication in volunteer-based non-profit organizations extends well beyond interpersonal interaction; it serves as a strategic organizational capability that sustains coordination, trust, and institutional continuity. Strengthening structured internal communication while cultivating leadership grounded in clarity, empathy, credibility, and consistent follow-through offers a practical pathway toward more resilient and sustainable organizational performance.