How to Communicate Effectively as a Board

Achieving success in your community association goes beyond just managing finances and property. An essential element to consider is how effectively your board communicates.

The Importance of Effective Communication

Effective communication is crucial for eliminating confusion within your community. Relying on hearsay is not a reliable method for managing any association, and lack of communication can lead to misinformation quickly spreading amongst residents. Transparent communication minimizes the circulation of misleading or incorrect information.

Consider the old elementary school game of telephone, where messages change as they pass between people. This is exactly what you want to avoid, especially with important topics like your association's budget. Clear messaging directly from the board is key to avoiding these problems.

Creating a communication plan that benefits your association is straightforward. By following recommended strategies, your association can achieve clear and effective communication.

Start with a Good Plan

The saying "measure twice; cut once" highlights the importance of planning. Devoting time to develop an overall communication plan, carefully crafting each message from the board, and ensuring that the intended message is conveyed accurately can prevent future issues, including accidental misinformation. It is advised to focus on facts and avoid absolute terms like “never” or “always.” Engage your property management team for their expertise in shaping a communication strategy that suits your association.

Understand Preferred Communication Channels

Residents have varying preferences for receiving information. Some appreciate printed notices via mail or on their doors, while others prefer digital formats like email or text. When residents move in, gather their contact information and note their preferred communication methods. Use this opportunity to inform new residents about the types of communication they can expect and their delivery methods. Remember, some communications, such as annual reports, may need to be sent as physical documents due to legal requirements. In emergencies, mail won’t be a viable option.

Keep Contact Information Updated

It is crucial to keep residents' contact information current, particularly during emergencies when swift communication is needed. Regularly updating contact details can ensure successful communication.

Pay Attention to Tone

The tone of communications should be positive and aligned with the community's values. Any message ultimately involves residents' homes, so incorporating empathy and a personal touch is vital. Challenging communications can be more palatable if connected to a community value or survey response, such as “To maintain our property values…” or “90% of residents expressed a desire to…”

Utilize Technology

Using mass communication systems to reach all residents simultaneously can enhance the efficiency of your communication. Tools like social media and community websites can facilitate fast and clear communication. It is important to define who is authorized to use these technologies and the types of messages that can be sent. For example, social media is suitable for meeting reminders, but not for lengthy policy discussions. Your property management company should be equipped to help your board navigate the latest technology effectively.

Include Renters in Your Plan

Boards often make the mistake of excluding renters from their communication plans. Direct communication with renters fosters a sense of community involvement, leading to greater investment in it. Ignoring tenants can result in them being unaware of policies regarding noise, trash, or outdoor decorations.

Keeping renters informed is crucial for community safety, both for people and property. For instance, if renters don’t receive information about storm-proofing or snow removal policies, their actions or lack thereof can inadvertently cause damage or accidents. Such oversights can affect property values and resident satisfaction.

Encourage Two-Way Communication

Residents should be able to express their concerns and opinions. Allocate time for open discussions at board meetings and distribute surveys to discover what matters most to them. Consider organizing informal gatherings where residents can communicate directly with board members. However, make it clear that board actions only occur during meetings and on official agenda items.

Ensure Management Team Awareness

Your vision for the community should be clear to your management company or team. Aligning your board’s vision with the management team's understanding ensures consistent communication with residents. For example, if maintaining lush landscaping is part of your vision, prioritize communications related to landscaping.

Effective communication is vital for optimizing your community. Although it may seem daunting, it is manageable. Start by building a solid communication plan, ensuring clarity in your messages, and maintaining transparency with residents to set your association on the path to success.