Improving HOA Communications During the Coronavirus Crisis

The past few weeks have been turbulent to say the least. There have been a lot of changes put in place as researchers and officials learn more about the coronavirus. While some homeowners likely keep close tabs on the news, others may prefer to limit time spent listening to different sources in order to promote better mental health. In either case, it is important for the HOA to stay in touch with members and provide updates.

Update contact information. If the HOA hasn’t done so already, it is a good idea to spread the word and get homeowners to verify their contact information. The association should have a valid email address for each member or family and preferably phone number too. In turn, make sure that HOA contact information is updated so that members can connect with the board or community manager as well. Don’t forget to review social media and website links to ensure they are accurate also.

Provide timely updates. The board may decide to send out an email every Sunday night, for example, to keep members in the loop and let them know about any changes that have taken place. Try to stick to a schedule so that everyone knows when information is coming. Let homeowners know about what steps are being taken to keep everyone safe and reduce spread of the virus. Is cleaning occurring more frequently? Have more services become remote?

Share updates regarding community services and amenities. Members may be anxious to know whether the gym, pool, or tennis courts are back open, or when they can start using the clubhouse again. Include information about local operations as well, such as what businesses are opening back up (or staying closed) and what county or state guidelines are in place.

Post notices. Not everyone checks their email or social media regularly, and messages may have gone into spam folders. Create notices to post on the door of the clubhouse or gym, or on community bulletin boards also letting homeowners know about rules, regulations, and expectations during these uncertain times. Don’t forget to update them as guidelines change.

Answer questions. Have a way for members to contact the board with questions, and make sure answers are provided in a timely manner. Designate a single email address or spot online to submit questions so nothing is overlooked. The board may want to create an FAQ page on its members only website to provide a comprehensive resource for homeowners. Adding links to credible sources for information can be beneficial as well.

Finally, don’t forget to present a consistent and uniform message. The board may want to appoint one person as the spokesperson for crisis communications so members are not getting different responses from different board members. Everyone should be on the same page.

Kuester is here to help HOAs streamline communications and ensure that members receive the information and support they need. Contact us today to learn more about how to maintain effective HOA operations even during challenging times.

Share Article
Bryan Kuester

Bryan Kuester

Bryan is the CEO of Kuester Management Group. He has over 15 years of managing community associations throughout North and South Carolina.

His specialties include Community Association Management - maintenance, budgeting for operational and reserve funding, long-range planning, covenant enforcement, amenity management, onsite management, large scale management.