Social Media In Community Associations LESSONS


Welcome to Lessons Learned, where the Journal asks WSCAI members to elaborate on their real-life experiences advising association boards and working with their communities.

For this issue, we wanted to explore the real practicality of social media being used as a communication tool in our community associations. We asked several industry professionals whether social media sites like Facebook or Twitter work – or don’t – and to share the real-life experiences they have had in relation to these communications. Here are their stories.

Facebook…the constant battle between good and not so good (dare I say evil?)

Out of the eight properties I manage, two have  page for the community. They see it as an outlet for discussing issues they see in and around the community as well as a venting tool to air  about the information posted well after the fact. These page owners are intentionally blocking the board from viewing the posts so they have no way of knowing that there are issues being discussed or grievances being aired which in turn upsets residents even more because they don’t understand why nothing is being done about the topics on the posts. We circle back to the same response every single time; how can the board assist or repair if they are never made aware in 

Social media sites like Facebook, Twitter, etc. open up the door for miscommunications and misunderstandings that otherwise might not happen if residents were to simply approach these topics in person at a board meeting or request a one-on-one meeting. I fear we are in a new-   a solid foundation within a community and social media formats are not always the best way to achieve this foundation.

Out of the community associations I’m working with, none of them have a Facebook page or Twitter account. However, one association that I work with has homeowners who have started their own Facebook pages for all residents, including tenants. It’s been my observation that community relations have improved while residents have commented that they now feel that they have a voice and are able to get more information 

Shirley Ely, CMCA, AMS, PCAM, CRM

None of my 20+ community associations make use of true social media to update or engage their residents. A few use Google apps and basic websites to disseminate information and to act as a storehouse for their documents.

Brendan McGeer, CMCA, AMS, PCAM

  problematic for gossip and not constructive complaining.

Mark Pierovich, Amy Knepp, CMCA, AMS 12 Community Associations Journal | April 2020 Communit Associaton Manager

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