Communication is the Key

According to Merriam-Webster, communication is “sending, giving, or exchanging information and ideas”. The Community Associations Institute (CAI) defines persons who are good communicators as having the “knowledge and experience to produce positive relationships, to help create a pleasant social environment and to establish a firm basis for problem solving”.

Effective communication may be the single most important tool available to the board of directors and the manager to promote a positive and cooperative spirit in the association. If a board does not communicate effectively, the directors could find themselves dealing with apathy. Perhaps some of the apathy starts because not enough information is transmitted from the board to the residents about projects or the day-to-day issues of the association.

The number one goal for a board of directors should be to set the example through positive leadership, displaying confidence in the association manager as well as each other. By communicating in a positive way to the membership that any changes made are for the betterment of the association and protection of their investment, the board can persuade the residents to cooperate with and support their decisions.

The board must listen to the needs of the community, gather enough information to clarify the needs, check the understanding of the problem, respond as appropriate and decide what type of solution is warranted. Strong communications with everyone including resident owners, non-resident owners and tenants, is vital to the success of any community.

Communication is most successful when it takes a variety of forms – personal and public, written and verbal, depending on the message being delivered. Personal communication with tenants is difficult for many associations because often the board does not know who the tenants are. If your association is challenged with a large number of non-resident owners, implementing a database to maintain information on tenants would be a valuable tool. This database would be helpful to the board of directors or a committee member when it’s necessary or beneficial to call a tenant and send correspondence.

Both a newsletter and a community website provide excellent opportunities for resident involvement. The board should use these effective communication tools to invite residents to participate in specific committees or on a particular project. Remember – the more resident involvement in the operations of their community, the more successful that community will be.
It is wise for all associations to invest in the training and education of board members, with a primary focus on exceptional communications. There are plenty of specialized courses, books, magazines and local programs available through CAI, its chapters and other organizations. An educated board with optimal communication skills will make better decisions!

Linda Bartel, PCAM®, AMS®, LSM®
Senior Vice President
Principal Management Group of Houston
Houston, TX