Community communication tools and tips in South Carolina

What is community communication?

Community communication is the way an HOA keeps residents informed and gives them clear ways to connect with the board or property management company. Strong communication helps residents understand what is happening in their community and where to go when they need help.
 

Community communication tools

Different messages call for different ways to reach residents. Useful community communication tools for South Carolina associations can include:

• HODA®: FirstService Residential’s homeowner digital assistant gives residents 24/7 access to community information and support through text.
   
• Resident Alert: A mass communication feature within FirstService Residential Connect that allows managers to contact the entire community or selected residents by email or phone. It can be especially useful for urgent notices or reminders.
   
• Community websites: A central place where residents can access association documents and community updates. Board members can also share meeting minutes and other important information.
   
• Newsletters and eBulletins: Useful for keeping residents informed about community news without waiting for the next board meeting.
   
• Phone alerts and reminders: Helpful when residents need information quickly or may not regularly check email.
   
• 24/7 Customer Care: Residents who prefer to speak with someone directly can get help at any time from a service-trained specialist.

Using several community communication tools gives residents more than one way to stay informed without forcing every message through the same channel.
 

Community communication tips for boards 

Here are the four components of a successful communication plan that create effective outreach to all members of your community:

1. Use the right channels to reach your audience

   Knowing when and how to use the proper communication channels helps your messages reach as many residents as possible and supports effective community communication.
   
   The channels available to you include email, your resident portal, community website and newsletter, text messages, phone calls, flyers, message boards, and board meetings. Becoming familiar with them will allow you to spot opportunities and identify gaps. Here are some tips for using them effectively:
    
   • Use email as a default: Email is not only trackable, but it is also the most popular community communication tool for people in general.
      
   • Regularly update your resident portal or community website: A community website or resident portal, such as FirstService Residential Connect, can help keep residents informed about events, activities, policy changes, and emergency instructions, and offer access to important forms and documents.
      
   • Use a mass communication tool: A centralized system, such as FirstService Residential Connect, can enable you or your management company to easily provide important information via text message, email, and recorded voice message.
      
   • Use social media wisely: Social media can be a good place to announce certain community events, meetings, or maintenance plans. But monitor it closely, establish a social media policy, and identify who is responsible for representing the board and/or community on this platform.



2. Define roles for effective community communication

   Designating roles for the communication process helps prevent an overlap in efforts so nothing gets overlooked. It also provides clarity on the responsibilities of the property manager and board members. Roles can be assigned by:
    
   • Task: Identify and assign roles based on communication type, such as newsletters, emails, website, phone/text communications, etc.
      
   • Topic: Appoint people by subject matter, such as emergency preparedness, financial matters, property enhancements/repairs, events and activities, etc.
      
   • Skillset: Consider the talents within your team as you assign roles such as writer, designer, editor, social media monitor, etc.
   
   Remember, if there are community communication tools that you know you will use but you’re not sure if your board members and property manager know how to use them, a short training session may be necessary. It’s also important to review appropriate content, tone, and messaging to create cohesive messaging.
    

3. Develop your communication process and procedures

   Planning your message with fellow board members and your property manager up front will ultimately save everyone time and maintain an efficient process. Here are a few questions to answer when planning:
    
   • What messages do you need to send?
      
   • What is the purpose of each message?
      
   • How far in advance should you send it out?
      
   • Who will write the message?
      
   • What are the best community communication tools to use when sending each message?
      
   • Who will send them?
   
   Each message should focus on a single topic and be as brief as possible based on residents’ current understanding of the topic. Here are a few additional suggestions:
    
   • Communicate regularly: Residents appreciate a steady flow of information. Without it, voids can be filled with misinformation and rumors. Consider enlisting the property manager and establishing a communication committee to help maintain a consistent flow of information to residents without overwhelming the board.
      
   • Fact-check: Rushing communication can result in disseminating inaccurate communication. All of the information being sent to residents should be checked to confirm that it's accurate.
      
   • Be transparent: Open communication establishes trust, encourages participation, and helps facilitate compliance. However, some boards are guarded about sharing certain information because they fear potential litigation. Try to resist this temptation. It is much more likely that residents will accept bad news more easily if you are honest with them and explain the process that led the board to its decision.
      
   • Create a two-way street: Residents need the opportunity to voice their concerns and share their opinions. Reserve time for open discussions at board meetings so residents can express their views and regularly send out surveys to find out what’s important to them. However, make it clear that the board can act only during board meetings and only on items that are on the agenda.
      
   • Set priorities: Ideally, you want to inform residents about everything that affects them. However, if you have limited time or resources, you should focus on high-priority items first, such as meeting notices, financial information, and policy changes.



4. Set up your support system

   Your property management company should be able to successfully develop and send out resident communications — but only with your consent.
   
   Here are some of the best practices a good property management company should follow to support effective community communication throughout your community:
    
   • The company should provide 24/7 customer care support and an online self-service platform to make it easy for all residents to conduct community business and obtain information at their convenience.
      
   • A welcome packet for new residents should be developed by the property management company that includes your association’s rules and regulations, contact information, and other important details specific to your property.
      
   • Tutorials for using the online platform to communicate with the manager and board should be made readily available and part of the welcome packet as well.
      
   • In addition, the company should proactively communicate new laws and other changes that could impact your community, seek your feedback so it can improve its service, and offer board training to help you become a better board member.
   
   How well your community operates is largely dependent on how well your board and property manager communicate with residents.

How FirstService Residential can help

As North America’s leading property management company, FirstService Residential helps South Carolina boards make community communication easier and more consistent. Our teams support associations with meeting communications and resident updates while giving communities access to community communication tools such as FirstService Residential Connect™, Resident Alert, HODA®, and 24/7 Customer Care.

To learn more about how FirstService Residential can support communication in your South Carolina community, contact our team today.

This information is provided for general informational purposes only and is not intended to constitute, and should not be relied upon as, legal, regulatory, financial, or operational advice, or as a representation or guarantee of any specific services, capabilities, or outcomes. Property management needs, regulatory requirements, market conditions, and available services vary by jurisdiction, property type, and community. FirstService Residential provides services through locally based affiliates and associates, and services and results may vary by community, region, contractual terms, and applicable law.