Page 8 - CooperatorNews NY April 2022

8 COOPERATORNEWS — APRIL 2022 COOPERATORNEWS.COM COMMUNICATIONS The words communication and com- munity share a common root. It comes CEO of BRIGS, a real estate management as no surprise, then, that the success of company located in Boston, Massachu- communities depends on effective com- munication between board members, board meetings, so residents can listen of their product is designed to increase a response. We’re not here to please ev- managers, and residents. In multifamily and participate. We also recommend that the effectiveness of management for resi- residential communities like co-ops and meeting minutes and basic financial in- condominiums, effective communica- tion is a crucial component in achieving website or web portal. That way, the own- optimal results and operations. Lines of ers can’t say they don’t know what’s going says. “The reasons behind that are two- communication between boards, manag- ers, and owners are the nerve system of when things are done in a public forum— the community. Transparency Dan Wollman, CEO of Gumley Haft, like arrears and other confidential infor- a real estate management firm based in mation.” Manhattan, sums it up neatly: “Effective communication is all about managing ex- pectations,” he says. “It’s about how you new management contracts,” Wollman in managing that relationship as well. You purview, unless they involve the build- can best communicate what people should explains, “communication is always at can think of it like a brand. What is the ing as a whole. “We had a hoarder in one expect, and what you’re going to deliver to the top of their priorities list. They want brand we want the building to portray? building, and that can be a safety issue,” them. Our business is about managing ex- pectations—there’s no difference between important transparency is to the success feedback and respond in a timely fashion, ful about what information we send out boards and residents with respect to this.” of the community. They want to have a it leaves a positive impression for resi- Communications between board and res- ident, management and board, residents not enough going on for every month, and management should be clear, easily or even every quarter. There’s simply not provide multiple options for communi- facilitated, and transparent. “We advise our boards to remain trans- parent to the ownership,” says Scott Wolf, 12 or even six times a year.” setts. “We recommend they have open plications to residential buildings. Much ager. Regardless, every request should get formation be posted monthly on their cations, our general approach is openness the board makes the decisions. When a on. There’s overall better communication fold: One is pure efficiency. If you are pro- and then the board can switch to a private a concern or a question once, instead of a executive session when it discusses things hundred times. In addition, there is also Best Intentions “When we interview with boards for for managers and boards to be proactive residents’ financial issues fall under this to communicate. They understand how When you are proactive, when you invite says Wollman. “We want to be thought- newsletter, for instance—but often there’s dents. It builds an environment of trust.” enough activity that needs to be dissemi- nated to the shareholders or unit owners way to communicate, as Wollman men- Zach Kestenbaum is the CEO of will discuss it. Their response should then BuildingLink, a supplier of software ap- dential properties. “In terms of communi- and transparency wherever possible,” he board is unresponsive, we put them on active in communication, you can address gathers data, the board makes decisions.” the nature of the relationship between should remain the private domain of board and residents—the trust that ex- ists in the building. It’s very important sues, unit owner conflicts, and individual Online services such as BuildingLink otherwise, to alleviate dangerous situa- cation. While newsletters can be a great personal issues.” tioned previously, they may not be viable 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, “residents should be writing to the management, if they have a manager,” says Wolf. “If man- agement can’t address the question with- out board feedback, the manager will in- form the board of the problem and they go back to the resident through the man- eryone,” explains Wolf, “but to provide answers. We make recommendations, but notice. My client is the board, but it’s a sticky position to be in. Management Privileged Information Clearly, there are some issues that the board. Problems involving labor is- to the other residents. We try to minimize the risk and apply remedies, legal and tions. It’s where business concerns cross Communications & Community Clarity, Transparency, & Respect BY A.J. SIDRANSKY continued on page 16