START WITH THE BASICS…
By
Rafael Aquino
Published August 14, 2019
Communication within
community associations is vital for there to be a healthy
environment. Over the years, technology has allowed for this
communication to flow easier and quicker. In many cases, these
tools, whether email, Facebook, Twitter, Nextdoor, community
website, etc. do get abused or instead not used in a way that is was
intended to be used.
I believe that it's not
the tool but rather the person behind the tool that creates the
problem, and in most cases, you can't control that person. As Eric
mentioned on Monday, many of these users wouldn't have the courage
to make some of the statements they make when they hide behind these
platforms. So what is an association to do? Do we ignore them? Do we
respond in the same fashion?
Before you can do
anything, you want to make sure that the board is on the same page
with the approach that will be taken when residents abuse these
tools. If the leadership team (board) can't agree on the steps that
should be considered, you can't expect management or the residents
to follow. Once that bridge has been crossed, you can begin
assembling the proper procedures and protocols. Some of the
protocols that should be implemented are dealing with emails,
telephone calls, records request, voicemails, board meetings, social
media, etc. Once prepared and finalized, the board members should
have a meeting to enact these new policies.
Do keep in mind that
once you've implemented these policies, the work is not over, it is
just beginning. If you've allowed your residents to abuse in the
past, it will take time to re-educate them and show them how the
business will be conducted moving forward. My experience has taught
me that when the board members and management follow these
procedures, you can curb most of your habitual offenders.
