HOA email policy: Best practices for board members

Email is one of the most common forms of communication among HOA, condo, and co-op board members. When used correctly, email can be quite effective, providing an opportunity for boards to streamline discussions, share updates, and respond to resident concerns. However, improper use of email can lead to miscommunication, security risks, and even legal complications.

To avoid these pitfalls, your board should establish a clear HOA email policy that not only aligns with your association’s governing documents, but also allows you to perform your role as effectively and professionally as possible.
 

Best practices for HOA email policies

1. Use dedicated email addresses

   Each board member should establish an official association email address, separate from their personal or business accounts. This helps:
    
   • Keep association correspondence organized and in one place for easy reference in the future.
      
   • Reduce the risk of losing important communications.
      
   • Prevent personal liability by keeping all discussions related to the HOA, condo, or co-op out of board members’ personal email boxes.
   
   If your association or building has a website domain, set up email addresses for each board position (e.g., [email protected]). If not, you may be able to use a free email provider like Gmail to create addresses (e.g., [email protected]). Standardizing email formats also makes it easier for residents to contact the right person.
    

2. Keep it professional

   Emails should remain formal, clear, and professional. Stick to association or property-related business and avoid discussing personal matters. When responding to resident concerns, keep your tone neutral and factual, especially when discussing issues that affect the entire community. Avoid using emojis, informal greetings, or abbreviations that could be misinterpreted.
   
   Keeping it professional also means keeping your cool when faced with a tense situation. Homeowners often reach out to board members with concerns or disagreements, and sometimes, those emails can feel direct or even aggressive. It’s easy to get defensive, but remember that tone doesn’t always translate well over email. The best approach is to respond neutrally, acknowledge the issue, and keep the conversation constructive. A good rule of thumb: if you wouldn’t say it face-to-face, it doesn’t belong in a board email. Consult your association attorney to clarify what is considered confidential and how best to handle sensitive communications.
    

3. Be mindful of confidentiality

   Certain matters should never be discussed via email, particularly those involving legal issues or sensitive financial matters. Instead, these topics should be addressed in person at an official meeting, where they can be properly documented and discussed in a controlled setting.
   
   When sending emails, assume that any message could be seen by residents or retrieved as part of an official records request. If you’re unsure whether an issue should be discussed via email, refer to your association’s governing documents and consult your association attorney.
    

4. Follow email etiquette

   Good email etiquette improves communication and prevents misunderstandings. Some best practices include:
    
   • Write clear subject lines so recipients understand the email’s purpose immediately.
      
   • Keep emails short and to the point while including all necessary details.
      
   • Double-check recipients before sending an email to avoid sending sensitive information to the wrong person.
      
   • Proofread emails before sending to maintain clarity and professionalism.
      
   • Avoid slang, jokes, or sarcasm which can be misinterpreted.
      
   • Use a standard email signature that includes your name, board position, and contact information.



5. Reply promptly

   Board members should aim to respond to emails within 24–48 business hours. This is especially important when corresponding with residents or fellow board members. Residents want to feel heard, so it's essential to respond promptly.
   
   If you can’t send a full response immediately, send an initial reply acknowledging you have received the email and provide an estimated timeframe for follow-up. For extended absences, board members should set up an out-of-office reply and provide an alternative contact for urgent matters. A delay in response can cause frustration and slow down decision-making, so setting expectations for response times is critical.
    

6. Prioritize cybersecurity

   Board members should take proactive steps to keep their association email policy secure and protect association data. Key cybersecurity best practices include:
    
   • Use strong, unique passwords for association email accounts and enable two-factor authentication whenever possible.
      
   • Beware of phishing scams with suspicious links or requests for sensitive information.
      
   • Limit email access to authorized users to prevent unauthorized access or data leaks.
      
   • Regularly update security settings and educate board members on cyber risks and best practices.

Are board member emails private?

Board members’ emails are often considered part of the association’s official records and may be accessible to homeowners upon request. However, certain confidential communications (such as those involving legal counsel or private resident matters) may be exempt.

Emails between board members and the association’s attorney may be protected under attorney-client privilege, but this privilege can be waived if the emails are shared beyond the intended recipients. To maintain confidentiality, legal discussions should be limited to direct communication with the attorney and not forwarded to third parties.

Board members should assume that emails could become public and avoid discussing sensitive matters through email. Regularly review your governing documents, property management guidelines, and local regulations to support compliance with record-keeping laws. Consult your association attorney to clarify what is considered confidential and how best to handle sensitive communications.
 

Why a strong HOA email policy matters

Email is a helpful and convenient tool for your board if used in the right way. A clear HOA email policy promotes professionalism, compliance, and transparency in board communications. Your management company should help you develop a policy that will define how and when your board should use email to communicate.

For more communication best practices, contact FirstService Residential, North America's leading property management company. Our team has provided boards with the tools, training, and policies to communicate effectively while staying compliant with regulations. Contact a member of our team today.