HOA Strategic

"...HOA issues warning to residents who park in their own driveways instead of garage" is the headline for a Dallas Morning News article posted in Community Associations Network. Many points and counterpoints are expressed by many people including HOA residents, HOA officials, even managers of other community associations. Among key messages in the article is this comment by a spokesperson for the HOA..."officials will work with residents to resolve the situation." A general comment like this can be helpful, especially when a complex issue is the focus of news coverage, according At Least Some PR . General comments can boil things down, calm emotions and buy some time if there's a need to step back, to take a breath, to evaluate complicated situations. In one of the chapters of At Least Some PR -- " Oh Sh---t! You Answer Your Phone and It's a Newspaper or TV Reporter " -- the author talks about the value of buying time when you're ...

If big business and big organizations are doing it, shouldn't HOAs be doing it, too? Doing whatever it takes to be innocuous? "in-noc-u-ous: not likely to bother or offend anyone" (as defined in Merriam-Webster) When you're an HOA board member or property manager taking questions from agitated homeowners, choosing words that are "not likely to bother or offend..." may help avoid problems.

There's a book that has questions and answers about hypothetical HOA issues. Answers that say a little something without saying too much. Because when board members or property managers are under fire facing a barrage of questions, they often need time to step back, to collect thoughts, to regroup...to maybe reach out to an HOA attorney or others whose counsel may be necessary. Sometimes a few words can buy time and maybe soothe emotions. After a full career in corporate PR and crisis management, the book's author appreciates the value of buying time...of having words on the shelf and ready when needed. Words like these, for example: "We will discuss this with the homeowner and neighbors expressing concerns, with the goal of achieving a resolution of this situation." And these words: "Such issues, if they occur, would be addressed on a case-by-case basis." In the book, the author also discusses written and verbal communication issues, privacy, neighbo...

In business, much depends on customer-facing employees. They make that first, important impression...hopefully a good one because that's positive PR. But it can be something other than positive. What about HOAs? Who's the impression maker? Someone on the Board? A committee volunteer? Someone on the staff of a property management company? Who's the face of the association? Could be almost anyone -- or any combination of people. And you know what happens with that! Unless, of course, all the various people representing an association know the association's core values, things can go off the rail...rapidly. Core values are important? But do community community associations have core values? Do they?

These words in a Rocklin, California HOA newsletter made news on local Fox television: "Please, for safety reasons, do not allow your household members to play in the streets...There are many nearby parks." According to the Fox story, during a board of directors meeting "many homeowners voiced their opinions on what they believe are HOA rules that have gone too far...They don't allow this, they don't allow that...some of those bylaws are 15 to 18 years old and they need to be changed." While some homeowners expressed concerns, a homeowner quoted in the story was okay with rules.  The Fox headline and subhead for the story -- "Residents in Rocklin Neighborhood Upset with HOA Rules...Is HOA Going Too Far?" -- may be emotion-laden? Along with Fox letting viewers know this is a "DEVELOPING STORY." But that's what news media do. Of course, there's this question: Is this story really news? Does it warrant "DEVELOPING STOR...

Celebrating the holidays, a homeowner in a fictional HOA decorates his home with an abundance of bright lights and decorations. Way too much decor, neighbors complain. Thousands of onlookers stopping by to see the glittering holiday display "block sidewalks and neighbors' driveways and cause traffic snarls and other problems. Candy wrappers, soda cans and other debris litter the neighborhood." A fed up neighbor "alerts local TV stations and newspapers about all the commotion." Reporters ask about the HOA's policy. "What are you planning to do about this?" A new booklet, At Least Some PR , has an answer in response to a question like this, as well as questions and answers about other thorny HOA issues...for example, such questions as: How can you justify raising our dues? Why can't I add a room to my home? The room addition won't be visible to neighbors. Why would you force someone to remove patriotic flags? What is the association...