CAI-NJ May 2019 (w)

MANAGEMENT TRENDS

Keeping Communication Alive… By Elaine Warga-Murray, CMCA, AMS, PCAM, RMG Regency Management Group, Inc., AAMC

G lobal phone calls, global emails, global texts, web sites, online payments, digital voting and more. These are the new ways to maintain good communication with residents in condominium and home- owner associations. While there are still many people who are not “online,” the trend is moving to everyone wanting information and responses immediately. The impact of advances in technology on the general operational behaviors of managers, board members and homeowners includes: • More than 50% of owners pay their maintenance fees electronically. • 95% of boards approve expenditures electronically. • 70% of office contact from clients, other professionals and vendors is electronic. • Scanning is the new faxing. • Digital files are required and hard copy paper files are often redundant. • Computer security and data safety is a major concern and an insurance issue • Regular mail is not a sure and reliable way to communicate — since mail delays, label and bar code errors often result in delays or mail being delivered to the wrong place. • Immediate response is an expectation • Reliance on voice mail has decreased, since everyone uses their cell phone for emails and texts in order to communicate. • Photographs are requirements for everything from what you are having for dinner to proof repairs were made- or are needed. • Everyone thinks they are well informed because we are all on some form of social media; and forget about anything that they do not regularly see on social media.

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“In addition, everyone likes to have a real person answer a phone.”

• Most people do not write physical checks to pay regu- lar routine expenses- the debit card and the phone are replacing cash and checks. • Machines we use every day cannot be fixed by a knowledge of general mechanics- every machine has a computer or electronic operating system. Not withstanding the above and the fact that everyone wants digital notifications, there is still a need for personal face-to-face contact. In addition, everyone likes to have a real person answer a phone. In response to the noted conditions and trends, manage- ment firms have required new routines: 1. Management firms now must have a free online pay- ment system available for every association and must be able to immediately scan checks received directly into the bank account of each association. 2. Management firms must have a secure digital approv- al system in place. 3. Management firms must now have more than one digital “backup system” in place. The “cloud,” a mirror drive, an off sight electronic back-up service and/or a CONT I NU E S ON PAGE 40

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