June 2022
Condo boards and management are expected to communicate information about a range of matters – maintenance, pet issues, noise and waste to name just a few – to a diverse audience. This audience may not always be listening or interested in what is being communicated.
Traditional approaches have relied on bulletin boards strategically placed throughout a building. E-mail and websites are more recent additions to how communities communicate.
Digital displays are proving more popular in high traffic areas such as elevators, lobbies and mail rooms. Used effectively, digital displays are better at communicating more information likely to be noticed by an audience accustomed to digital devices.
The traditional approach to creating content, pulling up an old notice and changing the date or a few words before printing and posting, although quick and easy, is ineffective in this environment.
Making effective use of a digital display requires a different approach to creating content. Creating a document effective on that digital display differs from one printed for distribution or posting. That document created in Word for printing and posting is unlikely to have an impact on a digital display or electronic transmission.
Improving communication requires more than putting words to a page. Content must draw attention, get the message across and encourage action.
Fewer Words, More Graphics
Be brief! Verbose, unclear and ungrammatical messages are not just ignored. They signify that the author doesn’t really care about the message. The reader is also unlikely to care.
For general maintenance updates, all residents need to know is the activity itself – carpet, duct, fan coil or parking area cleaning – date and time. All other details are likely irrelevant. Eliminating unnecessary detail provides space for larger text, fewer words and a communication easier to absorb.
Humour works better than demanding or bossy
Avoid the authoritarian approach of relying on “do not” and “prohibited”. Such messages are frequently ignored or forgotten. Find ways in few words, graphics and use of colour to convey your message. Smiles, happy people and animals work well as graphics.
For extreme problems consider a shame campaign
When resolution of a problem is required quickly, a short shaming campaign may be effective so long as the issue is clear and easily understood. Individuals known to cause a problem may be identified if not by name then by floor or area with a clear inference they are known. This may include pets defecating on common areas, waste not properly being disposed, tossing items from balconies and excessive noise. Be clear on consequences if problems persist.
Effective communications are great communications. They get the message across clearly with a minimum of words, are read and retained, and generate results. Benefits include fewer resident inquiries, less management time dealing with issues and fewer problems.
