Page 6 - New England Condominium May 2022

6 NEW ENGLAND CONDOMINIUM -MAY 2022 NEWENGLANDCONDO.COM MANAGEMENT The words communication and com- munity share a common root. It comes company located in Boston, Massachu- as no surprise, then, that the success of setts. “We recommend they have open effectiveness of management for residen- communities depends on effective com- munication between board members, and participate. We also recommend that tions, our general approach is openness decisions. When a board is unrespon- managers, and residents. In multifamily meeting minutes and basic financial in- residential communities like co-ops and formation be posted monthly on their says. “The reasons behind that are two- condominiums, effective communica- tion is a crucial component in achieving ers can’t say they don’t know what’s going proactive in communication, you can makes decisions.” optimal results and operations. Lines of on. There’s overall better communication address a concern or a question once, communication between boards, manag- ers, and owners are the nerve system of and then the board can switch to a pri- the community. Lines of Communication Dan Wollman, CEO of Gumley Haft, information.” a real estate management firm based in Manhattan, sums it up neatly: “Effective communication is all about managing new management contracts,” Wollman What is the brand we want the build- expectations,” he says. “It’s about how explains, “communication is always at ing to portray? When you are proactive, Wollman. “We want to be thoughtful you can best communicate what people the top of their priorities list. They want when you invite feedback and respond in about what information we send out to should expect, and what you’re going to to communicate. They understand how a timely fashion, it leaves a positive im- deliver to them. Our business is about important transparency is to the success pression for residents. It builds an envi- managing expectations—there’s no dif- ference between boards and residents newsletter, for instance—but often there’s with respect to this.” Communications not enough going on for every month, provide multiple options for communi- between board and resident, manage- ment and board, residents and manage- ment should be clear, easily facilitated, nated to the shareholders or unit owners tioned previously, they may not be viable information. No one wants their personal and transparent. “We advise our boards to remain trans- parent to the ownership,” says Scott Wolf, ingLink, a supplier of software applica- CEO of BRIGS, a real estate management tions to residential buildings. Much of request should get a response. We’re not board meetings, so residents can listen tial properties. “In terms of communica- website or web portal. That way, the own- when things are done in a public forum— vate executive session when it discusses ship between board and residents—the board. Problems involving labor issues, things like arrears and other confidential trust that exists in the building. It’s very unit owner conflicts, and individual resi- Best Intentions “When we interview with boards for as well. You can think of it like a brand. a whole. “We had a hoarder in one build- of the community. They want to have a ronment of trust.” or even every quarter. There’s simply not cation. While newsletters can be a great enough activity that needs to be dissemi- 12 or even six times a year.” Zach Kestenbaum is the CEO of Build- their product is designed to increase the here to please everyone,” explains Wolf, and transparency wherever possible,” he sive, we put them on notice. My client is fold: One is pure efficiency. If you are in. Management gathers data, the board instead of a hundred times. In addition, there is also the nature of the relation- important for managers and boards to be dents’ financial issues fall under this pur- proactive in managing that relationship view, unless they involve the building as Online services such as BuildingLink tions. It’s where business concerns cross way to communicate, as Wollman men- on a monthly or bi-monthly basis. On- line services such as BuildingLink pro- vide accessible digital libraries of docu- ments, building policies, and so forth for residents, as well as bulletin boards. “The library component is a really important place for documents of all kinds,” says Kestenbaum, “for governing documents and monthly items as well. It’s a perfect source for a new resident to become sav- vy about their building’s documents and policies—but it must be kept up to date. We also provide email blasts, which are used very frequently for building service updates, etc., and channels for residents to connect back and send messages di- rectly to management or board members, or to get contact information for special contacts.” Lines of Communication Instead of appealing directly to board members if there’s a question, complaint, or service request in a building, “resi- dents should be writing to the manage- ment, if they have a manager,” says Wolf. “If management can’t address the ques- tion without board feedback, the manag- er will inform the board of the problem and they will discuss it. Their response should then go back to the resident through the manager. Regardless, every “but to provide answers. We make rec- ommendations, but the board makes the the board, but it’s a sticky position to be Privileged Information Clearly, there are some issues that should remain the private domain of the ing, and that can be a safety issue,” says the other residents. We try to minimize the risk and apply remedies, legal and otherwise, to alleviate dangerous situa- personal issues.” Of particular concern for boards is protecting residents’ personal financial financial problems broadcast to the en- tire community—and in many cases, it’s illegal to do so. Boards must be particu- Communications & Community Clarity, Transparency, & Respect BY A. J. SIDRANSKY