Condo Media - August 2012 - 32

COVER STORY
most of the “need-to-know” messages he delivers in other ways. “We use brightly colored paper,” he says. “When we change the message, we change the color of the paper.” (related to swimming, snow removal and holiday decorations), boards should notify owners of any new rules or changes in existing ones. Many boards also issue notices about rules that are being violated frequently. WHEN TO COMMUNICATE: When rules are revised, after multiple complaints or in response to specific incidents. HOW TO DELIVER: Notices posted in common areas and on websites, articles in newsletters. When dealing with isolated problems — complaints about owners in a particular building not cleaning up after their pets, for example — Kansky says she will circulate the reminder only in that building. But when an owner purchased a fire pit, prohibited by association rules, she circulated a general notice reminding residents of restrictions on outdoor cooking equipment. Lanni similarly tries to be “both responsive and specific” in communicating information about association rules. He will sometimes send general reminders about specific violations “hoping the owners responsible will recognize themselves.” These messages, usually delivered via email or the Web, can produce unexpected responses, including this admission from one contrite owner: “That noise must have been me on the treadmill at six in the morning.” Complex and controversial issues require comprehensive information, Rickman agrees, but no more detailed than necessary to explain and inform. “Clear, concise communication is important,” he emphasizes. “There’s no need to ramble on for several paragraphs if you can express the same ideas in a few sentences.” Rickman and other industry executives advise providing the basic information owners need in summary form and directing them to other resources — posted on the website or available in the management office — where they can obtain more detail if they want it. When Harbor Towers decided to amend its bylaws to ban smoking in the community, Lanni says, the board circulated extensive information explaining the amendment itself and the reasons for it. But special meetings were essential to discuss the proposal, allow owners to express their views (for and against) and correct misimpressions. “It was interesting to hear the way people understood and misunderstood the amendment,” Lanni says, noting, “It is tough to get a lot of detail through to a lot of people in a short period of time.”

Security Issues
Like disruptions, security issues require high-impact communications, because of the intensity of the concerns they are likely to generate for residents. WHEN TO COMMUNICATE: If in response to an incident, as soon as possible after it. HOW TO DELIVER: Multiple methods, usually including notices on the website and hand-delivered messages. When dealing with security issues, accuracy and speed are essential, Lanni emphasizes, both to allay concerns and to provide accurate information. “We will want to provide very specific information explaining what happened, what we’re doing and what we’re advising them to do.” Rumors, he notes, travel with the speed of light, quickly transforming a break-in into a mass murder. Hand-delivered notes and website postings, he suggests, are usually the best means of preventing rumors or quickly shortcircuiting them. Rickman relies partly on the telephone to quickly relay security information. If an incident occurs overnight or if police presence is required on the property, his company will do a telephone blast to residents, combined with an email, explaining what happened and what residents are seeing or should expect to see. After the fact, property managers will prepare a detailed report — delivered via email and posted on the association website — explaining what happened, what actions were required, and the end result. “Our goal is to communicate fully,” he says.

Smaller Deals
Upcoming events, reminders, community notes and requests for volunteers all have to be communicated periodically to keep owners informed and involved. WHEN TO COMMUNICATE: In advance of events — how much in advance depending on the size of the event, its significance and the amount of advance planning it requires. HOW TO DELIVER: Notices posted in common areas, calendar listings and blurbs on the website and in association newsletters work best. Community bulletin boards are Kansky’s first choice for posting quick notes about a scheduled meeting or social event and reminders of infor-

Big Deals
Major policy changes, controversial rules, and certainly special assessments and major capital improvement projects usually require more information and more detailed explanation than can be conveyed in posted notices or email messages. WHEN TO COMMUNICATE: Well in advance of the project or policy change. HOW TO DELIVER: Multiple channels, often including special meetings.

Rules and Regulations
In addition to seasonal reminders

CONDO MEDIA • AUGUST 2012

Condo Media - August 2012

Table of Contents for the Digital Edition of Condo Media - August 2012