As a community manager it is very important to ensure that a 2 way communication exists between the residents of the community and the Community Management Office. I am not so focused on the modes of communication such as the call center, email, social media, messengers, walk-in and so on, this post is more about the types of communication that needs to exist.
1. News and Information
Everyone likes to be aware and more so aware of the things happening around them. News of happenings in the community should be sent out in a timely manner. These can be periodic once a quarter for the planned news information (Newsletters) and information that cannot wait for a newsletter. Some examples of such information that needs to be sent out are
- Utility service interruptions due to water tank cleaning, disruption in supply, breakdown, etc
- Pest control activities and which areas to avoid
- Community Events
- Road diversions due to works happening
- New rules/processes implemented
The information should be targeted, if there is a service interruption in a building, the information should not be sent to the whole community. Nobody likes spam and also if there is too much information sent it will be lost and not read.
2. Communicating Fees and Charges
Nobody likes surprises especially when it comes to money. It is very important to make sure all fees and charges are clearly documented and communicated and there are no surprises. Once these fees and charges are levied on a resident, the community management team should ensure it is delivered to the resident. These invoices and the statement of account should be available to the resident to access at any point of time.
3. Complaint Management
In a community there would be complaints from the residents, although all community managers wish this away it is not going to be so. Residents should have an easy way to record a complaint, be acknowledged immediately that the complaint is recorded and then the complaint should be tracked to closure in a timely manner. This is very important to have in place to make sure the residents feel that they are being heard and that their concern is being addressed.
4. Face to Face Communication
Sometimes residents want to be heard face to face. It is important to make sure community managers and building supervisors are always available to them. An appointment system can be implemented where for an hour or two community managers and building supervisors can meet with residents either on site in the community or at the office.
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