Engaging Your Community and Avoiding Common Communication Pitfalls
Engaging Your Community and Avoiding Common Communication Pitfalls
Effective communication is key to fostering strong relationships and ensuring community engagement. Condominium boards should proactively share updates on projects, repairs, and issues affecting residents while also introducing new plans to gather feedback and gain community buy-in.
However, despite good intentions, many boards make common communication mistakes, which can lead to bigger issues. So, how can boards avoid these pitfalls and improve communication with their communities?
Tips for Effective Community Engagement
Here are some practical tips to enhance communication and strengthen community relationships:
1. Have a Communication Plan
A major communication error boards often make is failing to establish an effective process for messaging. Without a solid communication plan, mistrust can grow, and residents may feel uninformed about important developments.
Poor communication can leave residents frustrated and confused, unsure of what the board is doing. Essential updates, such as unexpected maintenance or plumbing problems, need to be communicated swiftly.
Boards should collaborate with their property management team to develop a clear communication process. This plan should detail the type and frequency of messages and identify who will provide information to the management company. It’s also crucial to choose the right communication channels for different messages.
Key takeaway: Board members, who often have limited time, must prioritize clear and timely communication. By working with their property management company, boards can create and adhere to a solid communication plan, ensuring that the right messages reach the community effectively.
2. Provide Clear Communication
Imagine finding out that your building’s elevators are down for maintenance only as you’re waiting for one, and you live on the 20th floor. This lack of proactive communication would understandably frustrate residents.
Transparency is vital in building trust and compliance with community rules. However, it's important to balance transparency and avoid oversharing. Clear messaging should address key information, frequently asked questions, and invite further discussion.
Messages should include attention-grabbing headlines, essential details (e.g., time, date, location), and concise agendas for meetings. Always explain why the information matters to the resident.
Key takeaway: The right message can mean the difference between an engaged community and dissatisfied residents. Boards must communicate effectively by delivering concise, informative, and actionable messages. Your property management team can help craft clear, effective messaging.
3. Know Your Demographic
When creating communication pieces, it’s essential to consider who you’re addressing. Communities consist of diverse groups, and understanding the demographics will influence how you craft and deliver your messages.
Are you communicating with renters or owners, young families or seniors? Tailoring your messaging to the audience ensures that your communication resonates. You should also survey residents to identify their preferred communication methods to ensure consistent and accurate outreach.
For communities with both onsite renters and offsite owners, ensure that all important information reaches both groups through accessible channels.
Key takeaway: Identifying your audience and understanding how they prefer to be reached will enhance communication effectiveness. Tailored messaging fosters trust and ensures that residents feel heard.
4. Engage via Multiple Communication Channels
One common communication challenge is relying solely on one method, such as email, to reach residents. Not every resident check emails regularly or even have email, leading to missed messages.
To avoid communication gaps, boards should use a combination of channels, such as email, notices posted at the building site, text messages, and physical mail in some cases. Surveying residents about their preferred communication methods will also help refine your approach.
Key takeaway: Using multiple communication channels minimizes the chance of missed messages and helps ensure that residents stay informed. A well-rounded communication strategy caters to the needs of a diverse community.
Collaborate with Your Property Manager for Support
Communication is essential to community management, covering the who, what, where, when, and how of an effective strategy. Review your plan annually, making adjustments as needed to keep up with demographic shifts or changing communication preferences.
Though creating a communication plan may seem daunting, once it’s established, it simplifies community engagement and maintains trust with residents.
By working closely with your property management team and following these tips, boards can create strong, effective communication processes that keep their communities informed and engaged.
