EMAILS –
The Good, The Bad, and The Ugly Pelican Landing Community Association, Inc.
By Marie Martel, CMCA, AMS, PCAM General Manager
D
id you know more than 3.5 million emails
are received daily.
Emails are a blessing and sometimes a curse to most community managers.
It is part of
our everyday process and there are days it could take hours to answer all the emails we receive. As a manager, you open your email account and probably have 50 emails to answer. The 1st
sent per
second and over 294 billion emails are sent and
was making noise late into the night. You can easily find the solutions to these problems and reply or assign someone to look into what happened and come up with a solution. The resident is happy because his issue was quickly and efficiently solved.
email opened is ‘Good’
from a resident thanking you and your staff for the wonderful job they do every day to make the community a better place. Your whole day has been made and you are ready for almost anything. Now you can’t wait to open the next email. But, if that next email belongs to the ‘Bad or Ugly’ category, there goes your whole day!
The Good
Emailing gives us the ease and speed to communicate with our residents, vendors and co-workers. With a push of a button we can send a notice to the entire community, send out surveys and receive results quickly.
Emails make it much easier for residents to communicate with the Association; we receive an email from a resident who had a problem: either the Privacy staff didn’t let in their guest through the gates or a neighbor
12 ommunity CAI
VOICE
Networking and comparing notes with other managers is a fast and efficient way to get professional information during special events or needs. It allows managers from all over the country to communicate and share ideas on all kinds of situations. Email helps maintain a strong support system in our very intense industry.
Emails can be kept in folders, relatively easy to organize so a record of the correspondence is available and easy to find without the need for keeping more paper.
Sending information by email is
more environmentally friendly than sending a letter by snail mail.
The Bad
Have you ever sent an email to the wrong person?
first letters of the email address and poof a complete address appears.
It is so easy to do, you type in the Be careful,
it could be the wrong address and the person receiving the email could use the information in a way that could hurt your reputation or the reputation of your Board.
www.southgulfcoastchaptercai.com
Emails also become part of the Association’s official records and need to be released to any resident who requests a copy. We all get upset and in the heat of the moment an email that was sent to a co-worker or your supervisor could hurt not only you but the person at the other end of that email. Remember, even deleted emails can be retrieved.
The curse is the ease residents can communicate with us and have the expectation of an instant response. We have become a society that expects instant gratification due to social media: the ability to shop on-line without leaving the house - receiving the items the next day, texting - receiving an answer almost instantaneously; searching the internet - finding almost anything within minutes. No wonder residents expect their emails to be answered immediately. They expect that same instant gratification from the managers and staff; they want it and they want it now!
The Ugly
It is so easy for some people to write nasty, hurtful, and sometimes slanderous emails. Some residents find it easy to be extremely rude because they don’t have to look you in the eye. Face to face, most wouldn’t say the things they feel empowered to write
Second Quarter - 2016
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