Tag Archives: productivity

Technological Proficiency In Community Association Management

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By Lydia Pelliccia and Matthew Green, CAE

We had the privilege of speaking with Candace Lewis, CMCA, AMS, PCAM, into this particular topic. She is the Director of Marketing for Cardinal Management Group, LLC, a privately held, locally founded firm in Woodbridge, VA.

It’s crucial for professionals in every industry to stay up to date on new technologies and the community association management profession is no different. Managers are embracing a variety of tools to improve efficiency, productivity, communication, resident satisfaction and better collaboration with Boards and business partners. From selecting the right device (phone, tablet, app, etc.) to choosing the appropriate software that suits their needs, these tools help make managers’ lives and jobs more rewarding. 

Technology in Action: Streamlining Processes, Maximizing Efficiency 

“There was a time when information about communities was kept in a binder and, as a manger, you had to lug that binder to meetings so you had the information you needed at your fingertips,” said Candace Lewis. CMCA, AMS, PCAM. “Now, having it digitally accessible on your phone, tablet or computer allows for easier access and searchability. Most documents have Optical Character Recognition (OCR), which makes finding specific language or keywords much easier in a litany of governing documents. For example, I was at an Architectural Review Committee appeal hearing with a Board of Directors questioning what the rule stated about the height of a retaining wall; I was able to quickly find the answer on my tablet. Instead of delaying their decision to the next meeting, the Board was able to quickly move forward.”

Candace further explains that tasks like violation reporting and tracking have significantly improved with technology. “Instead of using a clipboard, pen and paper to log violations, we now have community management software, such as CINC, SmartWebs or FrontSteps, that help managers efficiently handle these issues by quickly uploading photos while sending the violation notice in real-time,” said Candace.  “Homeowners receive an email about the violation and, in turn, more swiftly remedy the issue. Depending on the platform used, homeowners can also log-in to see their outstanding violations and any photos the manager has uploaded.”

Digitizing resales in HOAs helps modernize the process, making it faster, more efficient, and more transparent. It provides significant benefits in terms of operational efficiency, cost savings, enhanced communication, and compliance. Candace explains, “There was a time when a potential buyer had to wait for a large package of documentation to arrive in the mail before they could review the association’s governing documents, prior to moving to settlement. Hard copies required an individual in an office to print, organize and mail to the potential buyer. Now, services like CondoCerts, HomeWise and others offer a digital delivery of these documents making it less time consuming with minimal paperwork. “For both homeowners and managers, the transition to a digital system creates a smoother, more convenient experience while also improving the long-term management and oversight of the community,” added Candace.

The pandemic fueled the rise of virtual meetings and the use of Zoom, Microsoft Teams, or Google Meeting platforms to host these events.  As a result, many Board and Annual Meetings are now hybrid or fully virtual. Further, what has also become an option for many managers is the opportunity to continue working remotely. “In the past, when homeowners or homeowner volunteers wanted to meet with us, we’d convene at the office or onsite,” said Candace. “Now, we can quickly arrange a virtual meeting, which is helpful when having difficult conversations that are easily misinterpreted via phone or email. In addition, regularly scheduled virtual team meetings have also enhanced collaboration and meaningful “in-person” dialogue.”

Artificial Intelligence Supporting Communications Efforts 

Candace offered one of the most popular uses of technology, as a manager, is the thoughtful use of AI platforms to help managers craft email responses, homeowner notices, newsletters, email blasts, requests for proposals, policy resolutions, bid comparisons, and more. “I use ChatGPT and Grammerly, like many others; however, some software companies have developed their own AI add-ons, such as MicroSoft’s Azure AI,” said Candace. “AI is also a great tool to use on most mobile devices when communicating with a homeowner whose first language is not English.”

Are there challenges in convincing homeowners to use newer technology? Absolutely. “Most people need another login credential like they need a crack in their foundation,” quipped Candace. “Urging anyone to download an app or create a new sign-in, isn’t always easy.”

Candace notes, more importantly, as data and operations go digital, cybersecurity becomes a critical concern. Managers must stay updated on best practices for protecting resident data and ensuring that functions such as online payment systems, communications channels and other digital tools are secure from breaches.

Staying abreast of new technology helps community association managers improve operational efficiency, reduce costs, enhance resident satisfaction, maintain compliance, and stay competitive in a changing market. “It’s not just about keeping up with trends – it’s about using technology to create a more streamlined, responsive, management approach,” said Candace.

Candace expressed that information about new technology is often in mainstream media; however, technology specific to community associations is best discovered at the CAI Annual Conference or local chapter conferences and expos. Additionally, she finds “ads and articles in CAI publications have been a great help in spreading the word about the many options available.”

Technological Proficiency In Community Association Management is the sixth in a series of articles, produced by CAMICB staff, that delve into the important issues and topics affecting community association managers. 

Lydia Pelliccia is a freelance writer. Matthew Green is executive director of Community Associations Managers International Certification Board.

Technological Proficiency In Community Association Management

Posted on by

By Lydia Pelliccia and Matthew Green, CAE

We had the privilege of speaking with Candace Lewis, CMCA, AMS, PCAM, into this particular topic. She is the Director of Marketing for Cardinal Management Group, LLC, a privately held, locally founded firm in Woodbridge, VA.

It’s crucial for professionals in every industry to stay up to date on new technologies and the community association management profession is no different. Managers are embracing a variety of tools to improve efficiency, productivity, communication, resident satisfaction and better collaboration with Boards and business partners. From selecting the right device (phone, tablet, app, etc.) to choosing the appropriate software that suits their needs, these tools help make managers’ lives and jobs more rewarding. 

Technology in Action: Streamlining Processes, Maximizing Efficiency 

“There was a time when information about communities was kept in a binder and, as a manger, you had to lug that binder to meetings so you had the information you needed at your fingertips,” said Candace Lewis. CMCA, AMS, PCAM. “Now, having it digitally accessible on your phone, tablet or computer allows for easier access and searchability. Most documents have Optical Character Recognition (OCR), which makes finding specific language or keywords much easier in a litany of governing documents. For example, I was at an Architectural Review Committee appeal hearing with a Board of Directors questioning what the rule stated about the height of a retaining wall; I was able to quickly find the answer on my tablet. Instead of delaying their decision to the next meeting, the Board was able to quickly move forward.”

Candace further explains that tasks like violation reporting and tracking have significantly improved with technology. “Instead of using a clipboard, pen and paper to log violations, we now have community management software, such as CINC, SmartWebs or FrontSteps, that help managers efficiently handle these issues by quickly uploading photos while sending the violation notice in real-time,” said Candace.  “Homeowners receive an email about the violation and, in turn, more swiftly remedy the issue. Depending on the platform used, homeowners can also log-in to see their outstanding violations and any photos the manager has uploaded.”

Digitizing resales in HOAs helps modernize the process, making it faster, more efficient, and more transparent. It provides significant benefits in terms of operational efficiency, cost savings, enhanced communication, and compliance. Candace explains, “There was a time when a potential buyer had to wait for a large package of documentation to arrive in the mail before they could review the association’s governing documents, prior to moving to settlement. Hard copies required an individual in an office to print, organize and mail to the potential buyer. Now, services like CondoCerts, HomeWise and others offer a digital delivery of these documents making it less time consuming with minimal paperwork. “For both homeowners and managers, the transition to a digital system creates a smoother, more convenient experience while also improving the long-term management and oversight of the community,” added Candace.

The pandemic fueled the rise of virtual meetings and the use of Zoom, Microsoft Teams, or Google Meeting platforms to host these events.  As a result, many Board and Annual Meetings are now hybrid or fully virtual. Further, what has also become an option for many managers is the opportunity to continue working remotely. “In the past, when homeowners or homeowner volunteers wanted to meet with us, we’d convene at the office or onsite,” said Candace. “Now, we can quickly arrange a virtual meeting, which is helpful when having difficult conversations that are easily misinterpreted via phone or email. In addition, regularly scheduled virtual team meetings have also enhanced collaboration and meaningful “in-person” dialogue.”

Artificial Intelligence Supporting Communications Efforts 

Candace offered one of the most popular uses of technology, as a manager, is the thoughtful use of AI platforms to help managers craft email responses, homeowner notices, newsletters, email blasts, requests for proposals, policy resolutions, bid comparisons, and more. “I use ChatGPT and Grammerly, like many others; however, some software companies have developed their own AI add-ons, such as MicroSoft’s Azure AI,” said Candace. “AI is also a great tool to use on most mobile devices when communicating with a homeowner whose first language is not English.”

Are there challenges in convincing homeowners to use newer technology? Absolutely. “Most people need another login credential like they need a crack in their foundation,” quipped Candace. “Urging anyone to download an app or create a new sign-in, isn’t always easy.”

Candace notes, more importantly, as data and operations go digital, cybersecurity becomes a critical concern. Managers must stay updated on best practices for protecting resident data and ensuring that functions such as online payment systems, communications channels and other digital tools are secure from breaches.

Staying abreast of new technology helps community association managers improve operational efficiency, reduce costs, enhance resident satisfaction, maintain compliance, and stay competitive in a changing market. “It’s not just about keeping up with trends – it’s about using technology to create a more streamlined, responsive, management approach,” said Candace.

Candace expressed that information about new technology is often in mainstream media; however, technology specific to community associations is best discovered at the CAI Annual Conference or local chapter conferences and expos. Additionally, she finds “ads and articles in CAI publications have been a great help in spreading the word about the many options available.”

Technological Proficiency In Community Association Management is the sixth in a series of articles, produced by CAMICB staff, that delve into the important issues and topics affecting community association managers. 

Lydia Pelliccia is a freelance writer. Matthew Green is executive director of Community Associations Managers International Certification Board.

Distraction Or Disruption? It Matters For Strategy

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By Tara Rethore for Chief Executive

The flurry of Executive Orders—and the way it has dominated the news cycle—has made it more challenging to determine the true impact to your business. But it still has to be done.

Within days of the Presidential Inauguration, the U.S. saw a flurry of leadership and policy shifts. While not entirely unanticipated, the range, volume and reach of Executive Orders has dominated conversation.

Whether personally supporting or opposing the directives, executives must sort through them all, understand their specific and broader implications, and take action.

News outlets, social media, experts and individuals—everyone is eager to comment on, react to and make sense of the changes coming at them rapid-fire. Staff inside and outside government must evaluate what they’re doing and how they are working. Further, several orders directly impact individuals, likely including staff or customers.

Talking with executives across a wide range of industries in both for-profit and not-for-profit environments, I noted an interesting question:

Do the policy shifts signal a disruption to your business or are they a distraction?

Both distraction and disruption make it harder to get work done and can impede progress toward objectives. Nevertheless, they are different, an important distinction that matters for how you take strategy forward. A change in trade policy, such as revised tariffs or new restrictions on foreign partnerships, can either be a distraction or a disruption depending on the industry. A multinational retailer sourcing products from overseas may see a disruption that affects pricing, profitability and competitive positioning, while a professional services firm focused on domestic clients might experience only a minor distraction as it navigates industry discourse but sees little direct impact. For CEOs, distinguishing between these levels of impact helps determine whether to adjust strategy or simply manage the internal noise created by external shifts.

Understand the nature of the onslaught

The best way to determine course of action is to take a beat to assess the scope and impact of the changes more deeply and specifically.

• Distraction: Usually transient, temporary, with limited or specific impact. Nevertheless, without deliberate attention, they tend to compound over time as anxiety spreads. Water cooler or Slack conversations no longer advance the work and relationships; instead, they simply consume time. Progress stalls. Or sometimes, what may feel like a non sequitur may in fact be a new or unexpected opportunity.

  • What is the real work here?
  • How will you guide your team to quiet the noise and focus on value delivered?

• Disruption: Fundamentally changes the business context. Like a distraction, this adds to anxiety, particularly when the disruption creates new uncertainty. Abrupt, dramatic disruption can provoke a crisis mentality that may or may not be helpful.

  • What part of your business is most vulnerable in this situation?
  • How deep or broad is the impact?
  • And your customers: How might you help them address their vulnerabilities?

There is value in seeing the situation differently, prompted by answering these questions. Further, visibility is key to making your strategy work. Whether the company is facing rapid change, a crisis or the cacophony that each often produces, it’s difficult for CEOs to have a clear line of sight about what’s going on.

Taking a breath and discerning the difference between distraction and disruption will help with clarity. From there, leaders can identify the actions required and the urgency of their response. And of course, they should monitor both the efficacy of their response and the evolution of the situation.

How you show up as a leader matters

Whether distracting or disruptive, sweeping change—like that potentially precipitated by the recent Executive Orders—affects real people. Customers. Staff. Stakeholders. Partners. Board members. What impacts them also affects your business context. It doesn’t matter whether you support or oppose a particular change, or even whether or not you like it. It is very likely that your organization includes people holding both views. But how you show up as a leader matters.

Executives cannot remain on the sidelines

Consider taking these three actions:

• Be the calm in the storm. As CEO, you and your executive team set the tone for the organization. Your words, actions and decisions reflect values and commitment to their people. Use constructive language and guide others to understand and accept the range of emotions, viewpoints and ideas present within your teams.

• Nurture trust and build new relationships. Involve unexpected or previously unlikely parties. Focus on common outcomes and what each contributes to their achievement. Together, you may find a new path forward.

• Engage the board. The executives I advise routinely rely on the varied experiences and perspectives of their board members. While this is always a valuable way in which boards contribute, it has even greater potential for positive impact during a crisis, (as I wrote for Corporate Board Member here.) Like the Farmers’ Insurance tagline, they “know a few things because they’ve seen a few things.” Why not tap that experience?

Distraction or disruption: it matters for strategy. And executives cannot remain on the sidelines. Discern the nature of the changes mandated by the Executive Orders—or whatever shift you face—and take action. Above all, ignore the situation’s human impact at your peril, both personally and for your business.