Communications
A board has to constantly communicate with the owners and the
residents. This is not easy, takes a lot of work and it is not always
pleasant.
Notices
Most managers and boards use notices in the mail room and in the
elevators to inform the residents of information that is both important
and time sensitive.
The water will be turned off on Wednesday, the window washers will be
working next Monday and Tuesday so for privacy's sake, keep your window
shades closed, the plumbers will need access to the 01 and 03 risers
tomorrow to fix a water leak, the parking garage will be washed on Thursday so
please remove your cars.
Notice boards located in the elevators and the mail room work best for
those kind of messages. (Keep in mind that older residents check their
mail daily but younger residents may check their mail once a week.)
Newsletters
The best way to reach all the owners is through newsletters. Printed
newsletters dropped at the resident's doors is probably the best way to
insure the residents read them.
If you have the residents' and the owners' e-mail addresses, then
sending newsletters by e-mail is effective, takes less work and it is far cheaper.
Building issues
If anything goes wrong with the water, elevators or heat, expect the
residents to phone, e-mail and show up at the management office or hound the conceige at the front desk. In the
off-hours, where there is no conceige, they may knock on the director's doors demanding answers.
Regular e-mail updates along with notices posted in the elevators are
the best way to keep the owners informed on when the water will be
turned on or the service elevator repaired.
Owner information meetings
Quarterly owner information meetings are a great way to keep
the owners informed on what projects the board is working on, how
well the corporation is meeting its budget and to discuss any major
complaints or suggestions that the owners have.
There should always be an information meeting to explain the new annual
budget and how the monthly maintenance expenses are being spent.
There also should be an information meeting whenever the board is going
to announce a special assessment or is introducing new policies, rules or regulations.
Be sure to give the owners the opportunity to ask questions and speak
about their concerns. These meetings should not be a one-sided deal
where only the manager or president speak and the owners were invited
just to listen.
Information only
These information meetings are solely to exchange information. No
motions can be raised and no votes held on any items that are discussed.
Informal discussions
Talk to the residents when you see them in the elevators, the lobby or
the mail room. Let them know who you are and listen to their comments.
People like it when someone shows interest in their problems. If you
don't want to listen and talk to people, then why are you a politician;
even if you are just a volunteer?
Used, not abused
Of course, you must not let the habitual whiners and complainers hound
you or tie up all your time. That's different: no director deserves to
be hounded, mocked or slandered by any of the residents.
Gossip and rumours
Now this is something that the manager and directors should not partake
in but the residents are free to let their tongues run wild.
It is a big mistake for management and the board to ignore negative grumbling as it can be so destructive.
If a few disgruntled owners are insinuating that the board and
management are crooked, make sure to regularly remind the owners that,
with reasonable notice, they are welcome to examine the corporation's
records.
That is why notices, newsletters and information meetings are so
important. The board needs a way of countering all the gossip and
rumours.
Ear to the ground
Be aware what the majority of owners are thinking. Especially after a
large monthly maintenance fee increase or a special assessment.
There are boards and property managers who do not have a clue that the majority of owners have turned against them.
I was involved with a condo election, in a small 110 unit
building, where the challenging candidates went door-to-door
collecting proxies and gaining support and the five directors didn't
have a clue that there was an organized election campaign going on.
When the AGM started, they were astonished to discover that the four
incumbents that were up for re-election were voted off the board.
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