“Crisis Communication In Community Associations” – KSN Attorney David Savitt discusses the best practices when creating or reviewing an existing crisis communication plan. He also reviews the most effective delivery forms when relaying critical information in an emergency. (7 mins.)
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Episode Transcription
Nikki: You’re listening to the KSN podcast and today we’re talking about community associations and crisis communication. Welcome to the KSN podcast where you’ll hear from KSN attorneys as they share their experience and insight on legal issues surrounding community associations, collections, property tax appeals and landlord tenant law. I’m Nikki and today we’re joined by KSN attorney David Savitt. David practices condominium, townhome, homeowner, and master law. Hi, David, welcome to the podcast.
David: Hi Nikki. It’s great to be here.
Nikki: Our topic today is crisis communication within community associations. Both David and I can agree that no one wants to deal with an emergency situation or natural disaster. For example, an earthquake, flooding, tornado, wildfires, you name it in your condominium, townhome or homeowner association, but board members, community leaders and property managers should most certainly be proactive in their preparation to handle a crisis situation like one of those.
David: I agree, Nikki. Preparation is key. An Association’s emergency plan should incorporate action steps to mitigate harm. The plan should also include specific strategies to communicate with residents during different stages of an emergency.
Nikki: All right, David, today let’s discuss six of your best practices when creating a crisis communication plan, starting off with securing a template ahead of time.
David: So, writing crisis communications from scratch creates unnecessary stress on top of a developing emergency. It can delay the delivery of urgent messages as board members discuss wording and distribution. Time and energy can be devoted where needed when the message is at least in a draft form ahead of time. A good template will use concise language to quickly convey key information. Flowery language and unnecessary details make it difficult to find the crucial information that residents need related to their safety and security.
Nikki: So, David, once an association has their template created, how should they distribute that information to owners?
David: Well, they’ll want to use email updates, alerts, newsletters. Those are all a great way to make sure each member of the association is receiving all that key information they need during that crisis. They need to make sure that they regularly update homeowners and unit owner’s email addresses and telephone numbers so you have an updated list available when it’s needed. Additionally, updating the Association’s website may be a beneficial way to convey information depending on the nature of the emergency at hand.
Nikki: So, in talking about getting this information out to our owners, should there be one person on the board that should be that point of contact or can it just be anybody?
David: Well, the board will always want to delegate roles in the event of emergency to different individuals, but it’s best to have a single spokesperson to keep messaging consistent. This designation also prevents multiple board members from sending redundant or worse conflicting communications to the residents.
Nikki: So, David, is there a specific type of delivery method that that individual should be using when relaying information?
David: Well, first and foremost, you’ll want to make sure whatever method you use, you’re being direct. Share honest and accurate information about the impact of the crisis and the actions that are being taken to mitigate the situation. Don’t try to hide the extent of damage or risk to the residents. Avoid exaggerating the success of any mitigating efforts that have been implemented as well. As fellow members of the community, home and unit owners will appreciate the transparency, regardless of what method of communication you use.
Nikki: So, David speaking of transparency, a lot of people turn to the internet to find out what the latest breaking news is. Would you recommend an association to post about these types of situations on their social media pages?
David: I would advise staying off social media in these types of situations. Facebook, Instagram, and Twitter are not appropriate platforms to share crisis communications or any other sensitive association information. While social media is certainly a quick way to spread the word. It can also invite panic reactions, accusations, or other unfounded claims to be made in the comment section.
Nikki: And as a board member being prepared for an emergency is a responsibility of that board, correct?
David: Well, before disaster strikes, board members should be familiar with the parameters of their duty to the community and to preserving the health and safety of their property. While the association board is not obligated to protect residents from any and all dangers that may arise such as, for instance, making sure residents seek shelter during a hurricane or tornado, board members do have a general legal responsibility to act reasonably and preserve the overall health and safety of the property and its residents. This would include working with association vendors, such as maintenance, property management, et cetera, to regularly inspect common areas for hazards and scheduled repairs. It’s important to keep in mind that board members generally have the ability to use common funds to take emergency action designed to stave off issues that could potentially threaten the structure or health of the property and its residents. So, before an emergency arises, it’s critical that the board consult with legal counsel to understand its rights and obligations before it’s too late. This will ensure that if a concern does arise, the board’s prepared to act promptly and reasonably.
Nikki: As you said earlier, David preparation is most certainly key in these situations and can significantly reduce the aftermath from an emergency and before we go today, do you have any final suggestions for our listeners?
David: Well, in my view, board members, property managers and community lenders will feel more confident and minimize their liability if they are called upon to manage a crisis by following safety regulations, regularly evaluating a crisis plan and reviewing governing documents with the Association’s legal counsel ahead of time so that they’re prepared to act and understand their responsibilities and rights in the event of an emergency. When community association boards are prepared to respond to a crisis and communicate effectively with the residents, it can make the association a safer place to live. So do not hesitate to contact our office if your association has questions regarding your crisis communication.
Nikki: That was KSN attorney David Savitt. He practices in the area of condominium, townhome, homeowner and master law. KSN is an experienced legal resource, ready to provide you with quality advice and exceptional service. We look forward to demonstrating how we have earned the trust of thousands of clients over the past 35 years. If you’d like to reach David or anyone of KSN’s experienced attorneys, please call 855-537-0500. You can also visit ksnlaw.com and complete the contact form to send us a message. Thanks for listening.
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Please note the material contained on the KSN Podcast is for informational purposes only and does not constitute legal advice. No attorney-client relationship is established by your review or receipt of the information contained on the KSN Podcast. You should not act on the information discussed on the KSN Podcast without first obtaining legal advice from an attorney duly licensed to practice law in your State. While KSN has made every effort to include up-to-date information on The KSN podcast, the law can change quickly. Accordingly, please understand that information discussed on the podcast may not yet reflect the most recent legal developments. Material is not guaranteed to be correct, complete, or up to date. KSN reserves the right to revise or update the information and statements of law discussed on the podcast at any time, without notice, and disclaims any liability for your use of information or statements of law discussed on the podcast, or the performance of the podcast generally. The KSN Podcast may be considered advertising in some jurisdictions under applicable law/s and/or ethical rules/regulations. © 2021 Kovitz Shifrin Nesbit, A Professional Corporation.