Strengthening Community Communication: Best Practices for Boards, Property Management, and Residents

Effective communication is the backbone of any well-functioning community. When boards, property management teams, and residents are aligned, operations run smoothly, trust is maintained, and the community thrives. However, when communication breaks down, misunderstandings, frustration, and operational setbacks can quickly follow. Below, we explore the best practices for clear and consistent communication, the risks of neglecting it, and actionable steps to improve engagement.

Best Practices for Effective Communication

To foster strong communication between boards, management, and residents, it’s essential to use a consistent and frequent approach. Here are some best practices:

• Utilize a central communication platform, such as a resident portal, along with email blasts to ensure messages reach everyone.
• Be transparent by sharing plans, acknowledging setbacks, and explaining financial impacts.
• Ensure all messages are professionally written, reviewed, and free of ambiguity.
• Establish a routine communication schedule, such as a monthly community update, to set clear expectations.
• Rotate responsibilities among board members to provide different perspectives and foster inclusivity.

The Consequences of Poor Communication

When communication is unclear, inconsistent, or lacking altogether, the effects can be detrimental. Poorly written messages or information spread through rumors can lead to misunderstandings, distrust, and unnecessary conflict. For example, one board member casually mentioning a decision to a resident can quickly escalate into widespread misinformation. Gossip and speculation can then take root, making it difficult to restore confidence in leadership decisions.

Where Communication Breakdowns Happen Most

The biggest potential for poor communication lies in two key areas:

1. Inconsistent Messaging – When information is distributed through multiple sources without alignment, conflicting details can create confusion. To avoid this, all communication should come from a single, authoritative source.
2. Poorly Written Messages – Messages that are unclear, emotional, or vague can lead to misinterpretation. Before sending a message, it’s beneficial to have it reviewed by board members or colleagues. AI tools can also help refine communication to ensure clarity and professionalism.

Risks of Neglecting Communication

Failing to communicate effectively can have serious consequences, including:

• Delayed or interrupted projects due to a lack of notifications to residents.
• Miscommunications with vendors and project managers, leading to operational inefficiencies.
• Increased frustration among residents, which can result in formal complaints.

Proactive communication helps prevent these risks by keeping all stakeholders informed and engaged.

Communicating About Sensitive Topics

When addressing difficult topics, boards should:

• Use neutral, fact-based language that removes emotion but acknowledges empathy.
• Ensure residents feel heard by holding town halls, offering open forums for feedback, and making board members accessible for questions and concerns.
• Clearly explain why certain steps are necessary for the benefit of the full community while showing understanding of different perspectives.

How Residents Can Improve Communication with an Unresponsive Board

If residents find it difficult to get answers from the board or management team, they can:

• Ensure they are contacting the correct person or department through the designated communication portal.
• Try reaching out via a general mailbox or portal instead of a specific individual, as staff assignments may change.

Communication Breakdowns

When communication lapses occur, the best approach is to acknowledge the issue and rebuild trust. Boards and management teams can take the following steps to recover:

• Openly address the communication breakdown with residents.
• Acknowledge concerns and frustrations that may have arisen.
• Commit to transparency and establish a plan for improved communication moving forward.

Conclusion

Effective communication fosters trust, transparency, and collaboration within a community. By implementing structured communication methods, addressing concerns proactively, and maintaining a commitment to clarity, boards and management teams can create a well-informed and engaged community. Taking these steps ensures that all stakeholders—from board members to residents—feel heard, valued, and confident in the decisions being made for their community’s well-being.

To learn more about our top-tier services contact Lawrence N. Sauer, CMCA PCAM CPM at 973.376.3925, ext. #129 or email larry.sauer@cp-management.com