HOA Strategic

An interesting situation ?

Crisis communication...we've done quite a bit of it. And we're asked what it's like. When everything's boiling, when reporters are calling, emailing and texting, and they need to hear from you right away. They have questions. They want answers. You're trying to stay calm. So you can see the big picture. So you can calibrate. Calibrating is important. Getting your arms around situations...quickly. Are you the one to respond to questions, or should someone else be taking them on? If responding to questions is necessary. When you're in business, maybe an executive who's uniquely qualified -- and media-qualified -- should be on deck. When you're on an HOA board, are you prepared and qualified? Do you jump in the cauldron, or do you touch base with someone else...your property manager or HOA attorney? Calibrating and staying calm helps, whether it's reporters or HOA residents firing questions. And it's sure nice if you've anticipated problem...

Communication can pose a severe risk for organizations like HOAs. Especially in an increasingly litigious society. Words can generate misunderstandings and anger. Even "social media evidence has played a key role in countless cases," according to an article in an American Bar Association publication. You may be thinking...What about the strong words people say? In the news, Donald Trump called Lindsey Graham a "lightweight" and a "stiff." Graham labeled Trump "a jackass." They're not mincing words. But as political candidates and public figures, they can do things that everyday people can't do. This is why we talk about the need to measure words used in HOA communication. Because HOAs can be so vulnerable, with various people on boards, property managers and others communicating in print, emails, online and through verbal communication. Words can come back to haunt and bite. They can be costly. (Posted by the author of At Least So...

In several posts, we've been talking about prepared statements...how they might sometimes help HOA boards deal with tough questions from homeowners and even -- heaven forbid! -- tough questions from the news media. We're often asked if prepared statements are nothing but PR spin. People sometimes cringe at the mention of spin. Actually, a prepared statement is measured words in a measured response. What's preferable? Measured words or words blurted out in the heat of the moment?

Almost anything about a homeowners association can stir controversy. Even opening HOA meetings with a prayer, if homeowners who are not religious complain about being subjected to prayers. A new booklet about HOA communication and PR features prepared statements -- measured words -- for responding to questions about hypothetical issues, including starting meetings with a prayer. Some of the prepared statements in the booklet, At Least Some PR , are very general, even innocuous, for several reasons. Because often a general response to questions is all that can be said -- at least initially, particularly in response to questions involving complex, emotional issues. Prepared statements can sometimes buy time when volunteers on the board need to figure out what to do. When they need to touch base with a property manager, legal counsel or someone else who might be able to help. Measured words may be preferable to an unfortunate choice of words said in the heat of the moment. Prepar...

A fictional president of a fictional HOA opens board meetings with a prayer. A homeowner attending a meeting complains... I don't practice religion. Why should I be subjected to prayers? A booklet about HOA communication -- At Least Some PR -- has responses for challenging hypothetical questions. In this hypothetical situation involving prayers, the response might be... Thank you for bringing this to our attention. We will look into this matter. Sometimes a general response is all that can be said about complex issues -- at least initially. A general comment can buy time to figure out what to do, to maybe touch base with a property manager or HOA attorney to work through issues and plan communication strategy, according to the booklet. At Least Some PR is available through Amazon Books.

Out of 16 recent stories about HOAs and condo associations -- on TV and in print media -- 13 stories focused on issues and disputes. Only three of the stories did not. The stories covered a range of issues. For example: Association residents asserting their right to display flags on their property Homeowners asserting their water conservation rights -- particularly in drought-stricken western states (where there are disputes over replacing lawns with artificial turf and replacing association-mandated landscaping with drought-tolerant plants) Neighbors accusing their board of intimidation Residents battling for amenities paid for in their HOA fees Service dog issues A Little Free Library issue HOAs have issues, of course they do. But, occasionally...every now and then...every once in a while, there's something else. There's a story like this ---- A homeowners association in a Georgia community honored local public safety workers for everything they do, for the...

News media love controversy, when people are at odds with one another. That's why HOA residents battling their association generates headline news. Outside sources often influence the content and tone of stories, where particularly compelling -- often critical -- commentary about an HOA by managers and residents of other associations is featured in TV and newspaper stories. Officials representing the HOA that's in the news may be quoted, but more often than not, the tone is set by outside sources. This isn't unusual, it happens all the time in business. In news about a particular business firm, outside sources -- executives with competing firms, industry analysts or activists -- often play a major role in stories. They're quoted more extensively and their observations can significantly influence public opinion and brand image of the company that's at the heart of the story. If businesses are having a tough time, what can HOAs do? Anticipating potential issue...

Posted on Community Associations Network, this TV news story about a dispute involving a military family and an Indiana HOA. When organizations like HOAs -- or businesses -- are in the news, having prepared statements available for responding to reporters may be helpful. Why? Because when you're dealing with complex issues, you may need to slow things down and soothe emotions. Prepared statements can sometimes do that. A prepared statement might be as general as this: We hope to be able to address this situation through discussions with residents and our association . Prepared statements are designed to say something, without saying -- for many reasons -- more than can be said. A business firm's prepared statement about a product recall, for example, might provide some perspective without going into too much detail while the company is evaluating the product issue. Prepared statements can buy time, particularly when organizations and businesses need to consult with someo...