July 24, 2024 - Blog Post

Using Digital Communication Effectively

In our digital world of today, effective electronic communication in a condominium corporation is crucial for smooth operations and fostering a sense of community among residents. Not everyone is proficient or even comfortable with using digital communication.  However, if used wisely and help is provided to those who require it, a condominium corporation can produce an effective communication strategy.  Here are some strategies and best practices:

1. Communication Platforms

• Email: Use for official notices, updates, and detailed communications.
• Social media: Consider creating a private Facebook group or similar for informal discussions and updates.
• Mobile Apps: Consider using condo management apps like BuildingLink, Condo Control Central, Yardi or others for streamlined communication and management.
• Website: Maintain a website for important documents, announcements, and resident resources.

2. Clear and Concise Communication

• Clarity: Be clear and concise in your messages.  Avoid jargon and be direct.
• Purpose: State the purpose of the communication upfront.
• Action Items: Highlight any actions required from recipients.

3. Regular Updates

• Monthly Newsletters: Send monthly newsletters summarizing important updates, events, and reminders.
• Meeting Minutes: Distribute General Meeting minutes promptly and depending on your practice you may consider distributing minutes of board meetings promptly as well to keep residents informed. However, there is no obligation to send out board minutes unless specifically asked for by an owner.   The decision to regularly publish board minutes is a choice specific to each condominium corporation’s culture.

4. Engagement and Feedback

• Surveys and Polls: Use online surveys to gather feedback on issues and gauge resident satisfaction.
• Q&A Sessions: Hold virtual Q&A sessions where residents can ask questions and get immediate answers from the board.

5. Emergency Communication

• Alert Systems: Implement an emergency alert system via email or SMS for urgent notifications (e.g., maintenance issues, security alerts).
• Emergency Contacts: Provide residents with a list of emergency contacts and procedures.

6. Document Management

• Digital Archives: Maintain digital archives of important documents, such as bylaws, meeting minutes, and financial reports, accessible to residents.
• Secure Access: Ensure documents are securely stored and accessible only to authorized individuals.

7. Transparency and Openness

• Open Communication: Foster a culture of transparency by regularly updating residents on decisions and the rationale behind them.
• Feedback Mechanism: Encourage residents to provide feedback and suggestions to the board.

8. Training and Support

• Training Sessions: Provide training for residents on how to use the chosen communication platforms effectively.
• Support: Offer technical support for residents who may have difficulty using electronic communication tools.

9. Compliance and Privacy

• Legal Compliance: Ensure all electronic communications comply with local laws and regulations.
• Privacy Protection: Protect the privacy of residents by using secure communication channels and safeguarding personal information.

10. Community Building

• Events and Activities: Promote community events and activities through electronic communications to build a sense of community.
• Recognition: Recognize and celebrate community achievements and milestones.

It is still possible that you may have residents who don’t use electronic means either because they don’t have the necessary equipment or don’t feel comfortable using it. They still need to be included and informed and therefore you may need to create a separate parallel process such as providing them with paper copies of communication exchanges and soliciting their feedback by phone or in person.  Physical bulletin boards can also be useful.  This situation is decreasing as more and more people become accustomed to using digital technology.

By implementing these strategies, condominium corporations can ensure effective, efficient, and inclusive communication with all residents.

Michael Kennedy
CCI Nova Scotia