Communication and Community Relations Flashcards

A board member posts negative personal comments about a homeowner on a community Facebook group. As the manager, what should you recommend?

Answer: Advise the board member to remove the post and remind the board of proper communication protocols

A board member's public statements about homeowners can expose the association to liability; the manager should advise removal and establish clear social media guidelines.

What is the purpose of an annual community survey sent to homeowners?

Answer: To gather homeowner feedback on services, priorities, and satisfaction to inform planning

Annual surveys are non-binding feedback tools that help the board and manager understand homeowner priorities and satisfaction levels.

Which of the following is an example of proactive community communication?

Answer: Sending a construction notice to affected residents two weeks before work begins

Proactive communication anticipates homeowner needs and shares information before issues arise, such as notifying residents in advance of disruptive work.

When handling a dispute between two homeowners, a community manager should PRIMARILY:

Answer: Act as a neutral facilitator, applying governing documents consistently to both parties

The manager's role in disputes is to apply the governing documents fairly and consistently without favoritism to maintain credibility and community trust.

A homeowner with limited English proficiency struggles to understand association notices. What is a best practice for the manager?

Answer: Work with the board to provide translations or multilingual resources for key communications where practical

Providing translated materials where practical demonstrates good faith, supports fair enforcement, and reduces discrimination risk.

What is the primary risk of over-communicating minor or routine issues to the full homeowner community?

Answer: It can cause communication fatigue, causing residents to ignore future important notices

Flooding residents with minor communications dilutes attention so that critical notices may be overlooked, reducing the overall effectiveness of the communication program.

Which document type serves as the formal record of decisions made at a board meeting and must be maintained in association records?

Answer: Board meeting minutes approved by the board

Board meeting minutes are the official legal record of actions taken at a meeting and must be approved, maintained, and made available to homeowners per most governing documents and state law.