Platform

Solutions

Resources

Company

EN

Community building glossary

Just-in-time resources

Providing members with relevant resources or updates precisely when they need them, based on real-time needs or triggers.

In today’s hyper-connected, information-saturated environment, relevance is no longer a nice-to-have — it’s the baseline. For communities, just-in-time resources represent a shift away from static content libraries and towards real-time, need-driven support. It’s about providing the right resource, at the right time, to the right person.

Whether it’s a helpful guide, a contextual tip, or a policy update delivered in the moment of action, just-in-time resources aim to anticipate and respond to member needs with precision. They enable communities to become not just content repositories, but dynamic, intelligent systems that serve as they listen.

What are just-in-time resources?

Just-in-time resources are targeted pieces of content, information, or support delivered to community members at the exact moment they are needed. They’re typically triggered by:

User behaviour (e.g. joining a channel, completing a task, posting a question)
System events (e.g. feature releases, community milestones, calendar hooks)
Lifecycle stages (e.g. onboarding, retention, re-engagement)
Contextual inputs (e.g. geographic location, time of day, user segment)

Unlike traditional resources — which are often passively accessed — just-in-time content is active, contextual, and timely.

Why just-in-time resources matter in communities

Most communities struggle not with a lack of content, but with content overload. The result? Members miss what matters, disengage from noisy spaces, or become overly reliant on moderators for basic navigation.

Just-in-time resources solve this by:

Reducing cognitive load: Members get what’s relevant, when it’s relevant — no digging required
Improving self-sufficiency: Members find answers or value without waiting for a response
Increasing relevance: Content becomes tailored to context, not generic
Strengthening engagement: Timely interventions can re-activate dormant users or support critical moments
Enhancing trust: A community that ‘knows what you need’ earns loyalty

In short, just-in-time resources make the experience feel personal — even at scale.

Use cases for just-in-time resources

1. Onboarding new members

Trigger a “how to get started” checklist after someone joins a specific channel
Send a short community values primer when a member posts for the first time
Offer tailored intros based on role, interest, or region

Helps reduce overwhelm and accelerates orientation.

2. Answering common questions

Surface FAQs or guides when certain keywords are used in a post
Autorespond in comment threads with curated resources
Use bots to recommend relevant threads or documentation

Prevents repetitive answers and empowers peer-led support.

3. Supporting feature adoption or campaigns

Notify members of new functionality with context-specific links
Provide tutorials at the point of use (e.g. “want to host your first event?”)
Link to relevant community-led sessions or case studies during launches

Bridges the gap between awareness and action.

4. Nurturing engagement and participation

Remind members of upcoming events based on their interests
Share prompt ideas to re-engage dormant contributors
Celebrate anniversaries or streaks with tailored content (e.g. “Top threads you missed”)

Keeps participation fluid and emotionally resonant.

5. Supporting crisis moments or sensitive issues

Share mental health resources when emotionally loaded language is detected
Offer reporting pathways if harmful content is flagged
Surface restorative practices or community guidelines after conflict

Shows responsiveness and care — especially when it matters most.

Designing effective just-in-time systems

Just-in-time strategies are not just about timing — they’re about relevance, tone, and context. Here’s how to implement them well.

Start with real signals, not assumptions

Don’t guess what people need — observe it. Use data from:

Search queries
Post engagement
Drop-off points
Feedback loops
Journey mapping across the community lifecycle

Your goal is to meet the member where they are, not where you think they should be.

Match delivery to behaviour

Choose the right channel and moment to deliver:

In-app banners or nudges: Best for high-urgency, low-disruption alerts
DMs or bot messages: Ideal for personalisation and opt-in resources
Email digests or sequences: Good for complex onboarding or multi-stage journeys
Pinned posts or widgets: Useful for persistent needs, e.g. documentation, community values

Keep the medium proportionate to the message.

Use modular, linkable content

Instead of long-form documents, break resources into:

Microguides
Decision trees
Short videos
Checklists
Templates

This allows for flexible reuse and precision delivery.

Prioritise tone and emotional context

Even the most timely resource will fall flat if it feels robotic. Use:

Conversational copy
Supportive, non-intrusive language
Opt-outs or snooze options for resource fatigue
Humour, if your culture allows — or care, if emotions are high

Timing without empathy is interruption.

Tools and systems that support just-in-time resources

The ability to deliver just-in-time resources often depends on integration across your community stack. Some useful tools include:

Community platforms with tagging or automation (e.g. Circle, Discourse, Slack integrations)
Bots that detect keywords and recommend content (e.g. GreetBot, Zapier, custom scripts)
CRM or marketing tools that personalise emails based on behaviour (e.g. HubSpot, ConvertKit)
Analytics layers that track behaviour and content performance (e.g. Mixpanel, Google Analytics)

However, human curation is still key. Automation helps, but wisdom matters more.

Challenges to watch for

Implementing just-in-time systems isn’t without friction. Common issues include:

Over-triggering: Bombarding users with too many prompts reduces impact
Relevance decay: Stale or outdated resources do more harm than good
Bias in signals: Systems may miss quieter users or edge cases
Fragmentation: Too many micro-resources with no central index can confuse more than clarify
Technical complexity: Tying systems together often requires engineering or no-code fluency

The solution? Start simple, test often, and involve members in shaping what “right time” really means.

Final thoughts

Just-in-time resources are about more than efficiency — they’re about careful timing, intelligent design, and real empathy. In a well-designed community, content doesn’t just sit on a shelf — it moves with the member. It shows up when it’s needed, and disappears when it’s not.

Done right, just-in-time delivery becomes a form of leadership. It turns static libraries into living systems. And it transforms communities from passive content hubs into active ecosystems of support.

Because the most powerful message a member can receive is not “Here’s everything we have.” It’s: “We knew you might need this — now.”

FAQs: Just-in-time resources

What is the difference between just-in-time resources and a knowledge base?

A knowledge base is typically a static, centralised collection of information that members access manually. Just-in-time resources, by contrast, are delivered dynamically and contextually — based on triggers such as behaviour, timing, or needs. They complement each other: a knowledge base stores information; just-in-time systems distribute it when it matters most.

Can just-in-time resources be used in small or low-tech communities?

Yes. Even without automation tools, small communities can deliver timely resources through:

Manual DMs triggered by new member intros
Pre-scheduled check-ins tied to member milestones
Templates or pinned posts surfaced at key discussion points
The key is not scale — it’s intentional timing and relevance.

How do I know what content should be turned into a just-in-time resource?

Look for:

Frequently asked questions in onboarding or help threads
Repetitive moderator explanations
High drop-off points in community journeys
Moments when members feel lost, frustrated, or disengaged
Prioritise high-friction moments where information can unblock or re-engage.

What’s the ideal length or format for just-in-time content?

Brevity matters. The most effective formats are:

Short checklists
One-paragraph summaries with links
Quick videos or GIFs
Message templates or step-by-step instructions
The goal is immediacy and clarity, not depth — deeper resources can follow.