5 Ways to Boost Your Board's Communication

Effective communication by your board plays a crucial role in the success of your community association. Positive interactions can foster good relationships with residents, be they homeowners or renters, and cultivate a deeper sense of community. Conversely, poor communication can lead to tension, distrust, and hostility within the community.

So, what does effective communication entail? How can your board ensure it's getting it right? While each community has its own unique communication needs, every board can enhance its effectiveness by adopting these five strategies.

1. Prioritize transparency

In today's world, transparency is a top priority for homeowners who expect openness from their boards. However, the litigious nature of society has made some boards hesitant to share information, particularly when tensions are already high. Even when delivering unwelcome news, it is important to be honest and share the decision-making process. It's essential to communicate how complex the situation is.

2. Use a variety of communication channels

In addition to traditional communication methods, your board can utilize various technological channels to reach out to residents effectively:

- Email: This remains a primary communication tool, with most residents reachable via email. Printed copies can be delivered to those without email access. Residents appreciate timely eBlasts, especially during emergencies, such as tornado warnings.

- Website: If your community does not have a website, consider creating one. It should offer a secure area for residents, alongside public information about amenities and available properties. The platform should enable residents to conduct business, access important documents, and manage their accounts anytime.

- Newsletters: A concise monthly newsletter, ideally no longer than four pages, provides consistent communication. Include a message from the board president, rule reminders, event calendars, and photos. The newsletters can be posted online and sent as PDFs via email.

- Phone: Reserve phone communication for emergencies or sensitive matters. It's ideal for conveying info that might be misunderstood in writing.

- Text messages: Although not widely used, mass text messaging can be considered if residents show interest through a survey.

- Social media: Some associations use tools like Facebook to engage, especially if Millennials are prevalent in the community. However, consider potential public perception and misuse by dissatisfied residents.

- Bulletin boards/flyers: Don't underestimate the effectiveness of traditional paper notices. Digital message boards offer a modern twist to this approach, displaying scrolling messages in common areas, though they can be costly.

- Monthly board meetings: Regular board meetings are crucial in communicating availability to hear residents' concerns. Infrequent meetings could lead to doubts about the board's dedication. Host an owners’ forum before meetings to address queries and share a board packet with homeowners to limit questions.

3. Communicate often

Some boards hold back communication when there's little to share, but remaining silent can lead to uncertainty and rumors. Continuous communication is necessary. If board members find it overwhelming, consider forming a communication committee or enlisting the help of a property manager.

4. Be accurate

In efforts to increase communication, some boards may overshare prematurely. Move towards more communication, but ensure the accuracy and relevancy of shared information. Verify details with your property manager and attorney to avoid exposing the board to risks.

5. Create opportunities for residents to be heard

Beyond owners' forums, provide regular opportunities for residents to engage with board members. Events like "Coffee with a Board Member" and "Libations with a Board Member" offer informal settings for such interactions. Regular manager-resident meetings can also be beneficial.

As a board member, recognizing the importance of communication is key. By implementing these strategies, you'll significantly enhance your connection with residents and strengthen your community.