CAI-MN Minnesota Community Living - Nov/Dec 2015

In this Issue: Going Digital. . . . . . . . . 8 Phone vs. Email . . . . . . 14 Vision Awards: 2015 Recap. . . . . . . . . . . . . . . 16 November/December 2015

Volume 33 • Issue 6

Protect Pets — and Common Areas ­— from Parasites . . . . . . . . . . . . 18 Something to Believe In: A Strong Ethical Code . . . . . . . . . . . . . . . . . . . . . . 22 High Wired Act. . . . . . 26

Technology & Apps Creating More Homeowner Engagement

And More!

Online Magazine Available! www.cai-mn.com/ magazine

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Minnesota Communit y Living

Back to the Future

By Joel Starks, Sperlonga Data & Analytics

Will the Cubs Win? The 1989 movie Back to the Future II predicted that they won the World Series in 2015. It was set in 1985, with Michael J. Fox playing the famous Marty McFly and Christopher Lloyd as “Doc.” They traveled to the future and discovered so many new things that made the 18-year-old me excited at the prospect of flying cars and going to work on my new hover board.

In today’s age of technology, it’s best to look at what works for whom. In homeowner associations and management companies, traditional methods of land lines and talking in person have been traded for cell phones, email and texting.

In this issue we have a great story on using the phone vs email. Millennials communicate much differently than Boomers. Boomers typically prefer talking on the phone, while Millennials prefer the fast and limited interaction of the text and email. They look at this is less distracting and time consuming. Of course, it depends on the urgency of the issue and the needs of the individual.

With turnover in the generational housing market and increases in sales of existing homes to firsttime homebuyers, a new type of HOA homeowner is emerging. Younger and technology-driven homeowners with busy schedules and career goals are starting to buy into the HOA way of life.

With that comes a challenge for management companies and vendors. It is important to know your audience. Speak the language that the

receiving party prefers. How do homeowners want to be communicated with? Ask them what they prefer and how often they would like communication. Proactive instead of reactive communication is key. Using technology to send info, events, community concerns, issues and even classifieds has increased the customer satisfaction and enjoyment of many.

Board of Directors President Joel R Starks, CMCA Phone: 952.500.1068 j.starks@sperlongadata.com

Homeowners must look to the future and trust that some of the newest technology (methods like social media and texting) can be useful when used in the appropriate manner such as winter weather alerts, social event announcements and neighborhood watch alerts. It’s best for managers to look to what has worked and understand homeowner preferences. You never know if the DeLorean time machine will show up on your street with predictions and new outcomes.

As you read this issue, we want you to know that you can make a difference. What stories do you want to hear about? What is happening in your neighborhood that makes you appreciate being part of a homeowners association? What communication methods do you prefer? We want to hear from you. Please email me, call or even text me with your ideas and thoughts on Minnesota Community Living. It’s your magazine and we want to provide you with interesting stories and industry insight—and challenge you with new ideas and futuristic methods that bring us all back to the future.

Vice-President JoAnn Borden, CMCA, AMS, PCAM Phone 763.746.1196 jborden@developcommunity.com Treasurer Halo Stafford, CMCA, AMS, PCAM Phone 952.944.2237 edenplacemgr@pinnaclefamily.com Secretary Nancy Polomis, Esq. Phone 952.941.4005 npolomis@hjlawfirm.com Directors Matthew Drewes Phone 952.835.7000 mdrewes@tn-law.com Kris Birch Phone 651.481.9180 kris@wearebirch.com Joseph Fadell Phone 952.392.9208 fadell.joseph@gmail.com Jared Lawrence Phone 612.251.7078 jaredlawrence@compassmanagement. com Crystal Pingel, CMCA, AMS, PCAM Phone 952.277.2703 Crystal.Pingel@fsresidential.com Michelle Stephans, RS Phone 763.754.5500 michelle@reserveadvisors.com

Joel R Starks President, CAI Minnesota

What they predicted

The 1989 writers were creative. Let’s see how well they predicted the future.

Hover boards­— They exist and look quite fun.

3D movies — IMAX 3D and recliners.

Food hydrator — Not the most enticing looking food, but it’s here.

Self-tying shoes — Nike is said to be working on them.

Video chat — It’s alive and well…hangouts work well!

A phone in your glasses — Google glasses (Not sure if they will take off.)

Cubs win the World Series — You will know the answer by the time you read this!

November | December 2015

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Carin’s Corner

Teamwork Makes Dreamw … Ugh, I Can’t Even Finish that Sentence!

By Carin Rosengren, CMCA, Keller Property Management

I

was lecturing a little bit some homeowners earlier today, in the most kind and professional manner I could muster, of course, but this newly turned over development is having trouble grasping the concepts of “association” and “community living.” With some recent requests having been denied by the master association ARC, these new homeowners’ nerves are buzzing, with some feeling compelled to launch a campaign to change their covenants so that more people can have their own way.

The ARC is doing its routine yet difficult job in an acceptable fashion. But the mixed results from applications have people wondering what in the world has happened to individual choice.

As a property manager, it’s one of those times when you shake your head and wonder what they thought a CIC was at the time of this purchase. (Isn’t home-buying one of the biggest things we do? Maybe read the paperwork before you close on this property?!) Anyway. Sigh. The gist of my response to a large group of neighbors was

that “compromise” isn’t a dirty word, and the rules exist to make sure that standards for appearance are high and that the property stays beautiful.

And I wanted to say, but again with much restraint I did not say, “So, play nicely! You could also throw some appreciation to the volunteers who have worked really hard on this board in the last year.”

or by phone, and by the end of the ideasharing, at times quiet, at times hysterically funny meeting, we put up a white board of ideas that really made me proud of the work we had just done together.

There’s no way in the world one of us could have accomplished that alone.

Because really, my own involvement on a condo board, my experience as a manager and now my experience as part of the CAIMN Communications Committee, have all taught me that individuals who work as part of a functioning team can do so much more together than when we try to work alone.

A phrase that’s becoming comically overused and now I hear more often in sarcastic jest, “Teamwork Makes Dreamwork!” tests my gag reflex with its nauseating and optimistic attempt to spur employees at work. But sometimes, it’s actually true. This was reconfirmed for me recently when this committee took a long meeting to map out a plan for publications in 2016. Everyone who could make the meeting was there in person

Tell Me A Story!

Next year, one of the editions will feature “success stories” from managers, board members, business partners and homeowners involved in community associations. Please, please — share yours! Send me an email with the basics: who, what, why, where, when. I know you have at least one story to share, or you know somebody who did something you consider a success. We want to feature some of these association superstars, innovators, supporters, or just volunteers — ­ and laud their success.

Committee Chairs Communications Chair – Carin Rosengren Phone 952.432.3722 CRosengren@kellerpm.com

Golf Tournament Chair – Kris Birch Phone 651.481.9180 krisbirch@birchlawn.net

Social Chair – Jenna Wright Phone 303.547.7848 jwright@bensonpc.com

Charitable Outreach Chair – Cliff Kurth Phone 763.248.1047 cliff@aemn.co

Legislative Action Chair – John Dorgan Phone 612.721.4116 jrd@jdorganlaw.com

Trade Show Chair – Michele Ramler Phone 763.231.9809 mramler@cedarmanagement.com

Education Chair – Nigel Mendez Phone 651.287.8640 nmendez@carlsonassoc.com

Membership Chair – Paul Lawson Phone 952.277.2792 paul.lawson@fsresidential.com

Vision Awards Chair – Shaun Zavadsky, CMCA Phone 952.277.2786 shaun.zavadsky@fsresidential.com

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Minnesota Communit y Living

Calendar Upcoming Events CAI-MN Social Event: Ugly Sweater and White Elephant Holiday Party Thursday, December 3, 2015

CAI-MN Manager Seminar (1/2 day)

Series

Index 6

3

Social Media Safety

Tips from CAI

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By Joel Starks, Sperlonga Data & Analytics

4 Carin’s Corner

Going Digital

President’s Message

By Kate Madonna Hindes, Director of Marketing, Ewald Consulting

By Carin Rosengren, CMCA | Keller Property Management

Tuesday, January 12, 2016

CAI-MN Tradeshow

Thursday, February 25, 2016

Register for events online at www.cai-mn.com For more information regarding an event, call the office at 651.203.7250 or visit the www.CAI-MN.com.

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Phone vs. Email

By Mary Felix, CMCA, AMS, PCAM, CIRMS, Cedar Management Inc.

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2015 Annual Partners Vision Awards: 2015 Recap

By CAI-MN

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Protect Pets —and Common Areas — from Parasites

From CAI

22

Something to Believe In: A Strong Ethical Code

From Tom Engblom, CMCA, AMS, PCAM, VP, Mutual of Omaha Bank

Have Comments?

Email your feedback on articles to suey@cai-mn. com for a chance to be featured in Minnesota Community Living!

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Tune In to Online Meetings Tips from CAI

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High Wired Act, from CAI Common Ground

From Chase Broward, President, Community DevelopmentTechnology

Platinum

Asset Exteriors/Restoration Services, Inc. Columbus Exteriors Community Development, Inc. Parsons Construction Sela Roofing & Remodeling Xtreme Exteriors

Gold

Benson, Kerrane, Storz & Nelson Community Advantage, a Wintrust Company FirstService Residential Gassen Management Hellmuth & Johnson

Silver

All Ways Drains American Family Insurance - Jeff Mayhew Carlson & Associates Gaughan Companies Hammargren & Meyer PA Mutual of Omaha/CA Banc New Concepts Management Omega Management Company Sharper Management

Bronze

American Building Contractors Clean Response Gates General Contractors, Inc. Levin Law Group, LLP Michael P. Mullen, PLLC TruSeal America LLC

Published by Community Associations Institute — Minnesota Chapter, copyright 2015. All articles and paid advertising represent the opinions of authors and advertisers and not necessarily the opinion of either Minnesota Community Living or CAI–Minnesota Chapter. The information contained within should not be construed as a recommendation for any course of action regarding financial, legal, accounting, or other professional services by the CAI–Minnesota Chapter, or by Minnesota Community Living, or its authors. Articles, letters to the editor, and advertising may be sent to Monte Abeler at montea@cai-mn.com, or at CAI–MN Chapter, 1000 Westgate Dr., Suite 252, St. Paul, MN 55114.

Index of Advertisers Ace Chem-Dry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Construct-All Corporation . . . . . . . . . . . . . . . . . . 15

Omega Management, Inc. . . . . . . . . . . . . . . . . . . . 24

American Family Insurance – Jeff Mayhew . . . . 25

Felhaber Larson. . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Parsons Construction. . . . . . . . . . . . . . . . . . . . . . . 20

APMC – Association Property Management

Final Coat Painting . . . . . . . . . . . . . . . . . . . . . . . . . 24

Reserve Advisors. . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Company. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

FirstService Residential. . . . . . . . . . . . . . . . . . . . . 21

Reserve Data Analysis . . . . . . . . . . . . . . . . . . . . . . 25

BEI Exterior Maintenance . . . . . . . . . . . . . . . . . . . . 7

Gassen Companies . . . . . . . . . . . . . . . . . . . . . . . . . 23

Sara Lassila, CPA Inc. . . . . . . . . . . . . . . . . . . . . . . . 19

Benson, Kerrane, Storz & Nelson, P.C. . . . . . . . . 21

Gaughan Companies . . . . . . . . . . . . . . . . . . . . . . . 15

Sela Roofing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Carlson & Associates, Ltd . . . . . . . . . . . . . . . . . . . 15

Hammargren & Meyer, P.A. . . . . . . . . . . . . . . . . . . 24

Sharper Management . . . . . . . . . . . . . . . . . . . . . . 19

CityView Property Services. . . . . . . . . . . . . . . . . . 15

Hellmuth & Johnson, PLLC.. . . . . . . . . . . . . . . . . . 19

Strobel & Hanson, P.A. . . . . . . . . . . . . . . . . . . . . . . 23

Columbus Exteriors, Inc.. . . . . . . . . . . . . . . . . . . . . .2

MN Adult & Teen Challenge. . . . . . . . . . . . . . . . . . 13

TruSeal America LLC. . . . . . . . . . . . . . . . . . . . . . . . 32

Community Advantage . . . . . . . . . . . . . . . . . . . . . . 6

Mutual of Omaha Bank. . . . . . . . . . . . . . . . . . . . . . 23

Xtreme Exteriors. . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Community Development, Inc.. . . . . . . . . . . . . . . 30

New Concepts Management. . . . . . . . . . . . . . . . . . 11

November | December 2015

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Social Media Safety Social media has many benefits—it allows you to maintain connections with friends, make new contacts, build support networks, express yourself and share your interests. However, information should be shared with caution to protect yourself and your family. Here are seven top tips for social media safety: 1. Your personal information should be just that—personal. As hackers become more and more sophisticated, identity theft becomes a greater risk. And while it may be tempting to post pictures of your fabulous vacation, bear in mind that you’re also letting others know you’re away from home—making you vulnerable to a break in.

2. Use privacy and security settings to limit who can see what you share online. You wouldn’t give details of your private life to complete strangers in person, so don’t do it online either.

3. Remember that what you post online will stay online, so consider the long-term consequences. Could your social media presence prevent you from securing a job in the future? Would you want your coworkers to see this side of you?

4. Let your social network know your boundaries. For example, if you don’t want images of yourself or your children posted online, let your friends and family members know.

5. Know what to do if someone is making you feel unsafe online. Some steps you can take include blocking the offender, reporting the person to the site administrator and removing him or her from your friends list.

We started Community Advantage because we knew condominium, townhouse and homeowner associations had a unique set of financial needs.

Fifteen years later, we are one of the Midwest’s leading industry providers. That’s because, while other financial companies may offer some services to these groups, this is our focus. We understand no association is the same, so we work to tailor services for each individual association’s needs. But, we also ensure that each group has access to a full suite of financial resources, including reserve investments, lending solutions and treasury management services. Our Trusted Industry Experts have the experience and dedication to offer an unmatched level of customer service.

CALL RON AT 952-835-2780 OR emAiL Him AT RORNATOwski@COmmuNiTyAdvANTAge.COm fOR mORe iNfORmATiON.

6. Social media doesn’t just spread information, it can also spread viruses and other risks to your computer. Defend your system by using the latest security software and web browser and installing updates regularly.

7. Protect your social media accounts by using password best practices. Long combinations of letters, numbers and symbols are the most secure, and separate passwords should be used for each account.

[Tips from CAI] 6

Minnesota Communit y Living

110 W. Palatine Rd, Ste. 2 | Palatine, IL 60067 5001 American Blvd. W., Ste. 1000 | Bloomington, MN 55437 847-304-5940 | www.communityadvantage.com

Community Advantage is a division of Barrington Bank & Trust Company, N.A., a Wintrust Community Bank.

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Going Digital

By Kate-Madonna Hindes, Director of Marketing, Ewald Consulting

HOAs Are Finding Greater Homeowner Engagement by Opting in to Social Media and Online Applications “There’s a common misreading that technology inevitably leads to the decline of the local community. I don’t believe that.

Technology can be harnessed to facilitate local interactions.”

– Robert J. Samson, Sociology Professor at Harvard

D

uring National Good Neighbor Day celebrated on September 27, HOAs and non-HOA neighborhoods alike, touted ways cut crime, raise engagement and create stronger neighborhood bonds. One of the hottest ways to keep neighbors connected is via online platforms and communities, specially built to help individuals connect and share.

Neighborly Index

You are typically more neighborly if you are:

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a parent a homeowner married a dog owner 45 years or older a regular neighborhood walker a front porch owner engaged in social media at least once a day

Minnesota Communit y Living

From HOAs in cities and even small rural communities, the word is that homeowner engagement is nearing an all-time high. One reason this is happening is the ever-evolving need for communication to move with the speed of fingers on or off the keyboard or smartphone.

A recent Pew study cited that Americans use a range of approaches to keep informed about what is happening in their communities and online activities. “Face-to-face encounters and phone calls remain the most frequent methods of interaction with neighbors,” explained Pew’s 2011 study. “At the same time, internet tools are gaining ground in community-oriented communications.”

In a poll conducted in late 2014, Pew asked about online connections to communities and neighbors and found that in the twelve months preceding the survey: • 22% of all adults (representing 28% of internet users) signed up to receive alerts about local issues (such as traffic, school events, weather warnings or crime alerts) via email or text messaging.

• 20% of all adults (27% of internet users) used digital tools to talk to their neighbors and keep informed about community issues.

According to a recent article by the Star Tribune, city governments are even using platforms like Nextdoor.com to connect with residents.

City staff mentioned, “The Police Department, Fire Department and other agencies can post relevant messages to neighborhoods or citywide, but won’t be able to see the information of the people on each network.”

Nabr Network is considering a launch in the Twin Cities community in 2016 to help neighborhoods gain traction in online communications. Americans spend (on average) 4.7 hours a day on smartphones; Nabr Network believes it has a new way for communities to connect. From checking email, looking for a job, social media, texting, voice calls, and all sorts of web browsing, more Americans are becoming even more attached to their mobile devices.

Like Nextdoor, Nabr Network has found a trending niche that allows homeowners to receive and engage with information from their HOA or Community Manager in the manner they receive most of their information. In many cases, traditional community websites have become silos of good information that is rarely seen by homeowners.

Nabr Network provides a simple, affordable and effective way to facilitate greater communication reach to a community with greater engagement.

According to Nabr Network, the benefits of a socially-engaged HOA are many. Here are few of their findings…

• Residents have an opportunity to raise revenue for their HOA and take an active part in contributing to the betterment of their community • Increases community engagement and interaction • Residents receive relevant information and offers from local businesses • Encourages residents to shop locally, thereby supporting their local economy

Continued on Page 10

November | December 2015

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Going Digital from Page 9

Time savings and engagement: All in one Are online platforms for engagement an actual time saver?

Many HOAs think so. With the ability to disperse relevant information more efficiently and allow neighbors to connect in real-time, some HOAs are finding crime rates are even lower and rules are easier to police.

“Being able to push a single message via multiple channels—email, text, mobile app, push notifications, community feed—with one touch provides our managers a huge time saving tool along with an effective communication source that engages the homeowner.

Without question, our decision to partner with Nabr Network provides us a stronger market position.”

– Bob Koncar, General Manager, Planned Community Management, Inc.

Lower crime, higher engagement “Social networks in a neighborhood lower crime rates, improve public health and raise test scores.” ­— Robert Putnam, Harvard Professor and Author, Bowling Alone

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Minnesota Communit y Living

“29% of Americans know only a few of their neighbors and 28% know none of their neighbors by name.”— Pew Research Center, June 2010 Social networks fill an important gap that’s often overlooked: Neighborhood watch. A neighborhood watch helps put out periodic reminders about security or issues that affect the safety of those inside the HOA. While some HOAs feature a neighborhood watch, most residents are concerned about appearing too “nosy” or “eager” to turn in their peers. A social media platform allows neighbors the ability to connect in real-time, while asking questions instead of finger-pointing and help establish more eyes on a particular issue, or area.

Nextdoor (www.nextdoor.com)

Nabr Network (www.nabrnetwork.com)

“As you get older, the community that is most valuable to you is the one in which you live. The neighborhood is where you buy a home, where your kids go to school, where you spend the majority of your physical life.” — Nirav Tolia, chief executive of Nextdoor (New York Times, 2012.)

Nabr Network is a comprehensive communication platform that can be found in associations and communities all over the U.S. The platform is pushing for socially-engaged HOAs not only because it enables neighborhoods to work smarter, but because recent trends are citing that it saves time.

Nextdoor is a free and private social network for neighborhoods used in over 70,000 communities across the U.S.

How does it work?

How does it work?

Nextdoor was created based on the idea that the neighborhood is one of the most important and useful communities in a person’s life. Nextdoor’s mission is to use technology to help neighbors build stronger and safer neighborhoods. Safety measures are in place to keep messaging contained to residents and those invited to the network. Neighbors can verify a physical address by: • Postcard with a unique code sent to home address • Mobile phone or landline phone verification • Credit card billing address that matches home address • Email invitation from a previouslyverified neighbor or through a lead

Nabr Network has built in a unique Community Feed that is a private community network just for HOAs. The residents in your community can participate in the network by making posts and responding to various topics regarding your community and neighborhood living. Just like Nextdoor, Nabr Network is a private communication tool, only accessible to authorized residents of the community and its partners.

Downsides and negatives

A few HOAs have had issues with Nextdoor — mainly with neighbors complaining on the forums and not reaching out to the association staff when needed. While NextDoor and Nabr Network are great apps for interconnectivity, it can bring issues to light that HOAs want left in the dark.

However, as most HOAs will explain, ignoring problems won’t help build trust between neighbors, residents and their HOAs. Remember, Facebook was once new and not trusted — now, it seems to be widely respected and often sourced to help individuals connect. Every neighborhood must start somewhere.

Nabr Network also features a business directory. From business directory listings to sponsored posts, the Neighborhood Sponsor Program provides an effective way for local businesses to reach out to local residents. The whole neighborhood can participate in increasing revenue by inviting businesses to join the program.

Realtors, landscapers, plumbers, handymen, insurance agents, restaurants, specialty stores and more will all benefit from being found in the directory and having their business shared with a highly targeted audience.

November | December 2015

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When neighbors start talking, good things happen. Nextdoor makes it easy to communicate with your neighbors about the issues that matter most in your community.

Share recommendations about local services (e.g. babysitters, plumbers, dentists) Organize neighborhood events (e.g. HOA, neighborhood watch, National Night Out) Report suspicious activities, help prevent crime, and receive updates from local police Connect with parents, pet owners, and other groups in your neighborhood Get to know your fellow neighbors so you can ďŹ nally call them by name

Nextdoor protects you, your information, and your neighborhood. More than 40,000 neighborhoods across the country trust Nextdoor to keep them safe.

Neighbors only Each Nextdoor website is password-protected and private to you and your neighbors. Members must verify that they live in the neighborhood before they can join a Nextdoor website.

All your information is secure Nextdoor takes your privacy seriously. None of the information you share on Nextdoor is available on search engines. And your personal information is never shared with advertisers or third parties.

Make your neighborhood safer When neighbors know each other, they look out for one another. Nextdoor makes it easy to come together to create watch groups, report suspicious activity, and prevent crime before it happens.

day!

Join toree.

It’s f

Join your Nextdoor neighborhood at:

nextdoor.com

Featured in

8th Annual Mn Adult & Teen Challenge

CHRISTMAS CONCERT

Featuring

NICHOLE NORDEMAN

with MnTC Choir

Join Mn Adult & Teen Challenge for their eighth annual Christmas Concert.

Hear 350 residents share songs and stories of hope.

MnTC will be joined by guest soloist Nichole Nordeman!

Learn more about Nichole Nordeman: www.nicholenordeman.com Thank you to our sponsors:

Friday, Dec 11, 2015 @ 7pm Saturday, Dec 12, 2015 @ 7pm Doors open 45 minutes prior to concert.

Refreshments available after the performance.

At Grace Church 9301 Eden Prairie Rd, Eden Prairie, MN 55347 Ticket range by section $10 - $25 seats $75 Premium seats + Meet & Greet with Nichole Nordeman.

To Purchase Tickets: mntc.org /christmas For more information: events@mntc.org 612-238-6184 Melissa Varriano

Phone vs. Email The Debate Continues

By Mary Felix, CMCA, AMS, PCAM, CIRMS, Cedar Management, Inc.

W

e’ve all heard the arguments: Email vs. Phone Call? How do we know what is appropriate and when?

Actually, it’s more a question of knowing your audience, than knowing what works best for you.

Returning a communication using the same mode of communication is usually a sure thing. If you’re being contacted by a Millennial, it’s most likely going to be by email or text, and you are going to send an email or a text message back. Baby Boomers can go either way (email/text or phone) and anyone born before the Boomer generation will prefer the phone as the communication tool of choice. Of course, there are exceptions to every rule and not everyone will fit into one of these categories.

As a property manager, knowing your audience is paramount in how you respond, but respond you must! Most management companies have a 24-hour response time (unless there is an emergency situation).

It’s important to identify, based on the topic or the audience, am I better off calling or emailing a response?

Email does have its advantages, and topping the list is that we don’t have to try to answer on the spot. We can read, ponder, research, formulate an answer and send it off. In addition, we have written documentation of our answer and can easily save and file communications.

The other advantage that email has is that it doesn’t have to interrupt or distract us from the work at hand. Dropping everything to answer the phone can lead to having to re-group our thoughts, re-start a project or just try to figure out what we were doing before the phone rang. This can be a factor that comes with email communication, too, if we can’t resist checking an email or text that just came in right in the middle of another task.

Phone calls, on the other hand, can be beneficial in that you can have a two-way, instantaneous and interactive exchange that most times will result in some type of action being decided on by the two parties who can then move on to the next task.

A phone call also requires the parties involved give their full and immediate attention. I am sure most of us have experienced the phone call where one party or the other is distracted and you can sense they are not concentrating on the conversation. If you are going to pick up the phone, whether placing a call or answering one, take the time to be fully engaged. You are sending the message that the person on the other end fully deserves your time and attention.

Sometimes it is prudent to follow up a call with an email (tell your party you are going to so) but it should be just an informational documentation of what you discussed and should not require a reply.

Having the willpower to avoid interruptions of any kind is probably the most important skill in time management.

Staying in the moment, knowing our audience and prioritizing daily tasks can be time-saving skills; no matter what our communication method of choice, it helps to make our jobs manageable.

We could say that a phone call leads to small talk, which leads to more time involved in reaching a resolution which leads to precious moments wasted in the life a Property Manager. But on the other hand, one email leads to two emails leads to three emails — and if more than two people are involved in the email, it can easily get out of control in your inbox.

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Minnesota Communit y Living

In closing, one thing stands out as most important: Let the client choose the method of communication. Don’t force one form or another on your clients because it is easier for you. We are in the Customer Service industry, and keeping the client’s needs front and center should always be our goal!

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November | December 2015

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Vision Awards: 2015 Recap Thank you for joining CAI-MN on September 17 at International Market Square. We recognized excellence in the Community Association Industry and honored those nominated by their peers and community. We had an incredible turnout of nearly 130 individuals who came together to celebrate one another and get inspired to create greatness in the industry for 2016. Congratulations to all our nominees and winners!

Congratulations!

Thank You to Our 2015 CAI-MN Vision Awards Judges!

• • • • •

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Minnesota Communit y Living

Kris Birch, President – BIRCH, Inc. Tim Broms, Director of Operations – Gassen Company Joel Hilgendorf, Attorney – Hellmuth & Johnson, PLLC Michael P. Mullen, CPA, Principal Owner of the CPA firm Michael P. Mullen, CPA, PLLC Aleesha Webb, Vice President, Commercial Relationship Manager – Minnesota Bank & Trust

And the Winners Are...

Above & Beyond Award Dani Linssen – On-Site Recruiter and Staff Manager – FirstService Residential Minnesota

Vision Award Sponsors Gala Sponsor

Association of the Year Award Club West Master Association

Business Partner Excellence in Service Award

Regal Sponsor

Roger Van Beek – Asphalt Associates

Community Management Professional Award Daphne Moran – Director, Client Accounting – FirstService Residential Minnesota

Excellence in Service Award Kim Schlauderaff – Property Manager – New Concepts Management Group, Inc.

Financial Impact Award

Amanda Wise Johnson – Vice President of Finance – New Concepts Management Group, Inc.

Community Building by an Association Award Stonemill Farms Community Association

Rookie of the Year Award Renae Smialek – HOA – Manager – 33rd Company, Inc.

Jubilee Sponsors

Allstar Construction & Maintenance Asset Exteriors/Restoration Services Community Development, Inc. FirstService Residential Parsons Construction PCS Residential

Celebration Sponsors

All Ways Drains, Ltd. Encompass, Inc. Gassen Company Hellmuth & Johnson, PLLC New Concepts Management Group Sara Lassila, CPA Inc.

Contributing Sponsors

Birch Lawn Maintenance Carlson & Associates, Ltd. Clean Response Gates General Contractors, Inc. Hammargren & Meyer Omega Management Mutual of Omaha/CA Banc

November | December 2015

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Protect Pets—and Common Areas—from Parasites From CAI

D

ogs and cats can be great companions, but they also can carry fleas, ticks and parasites into your home and our community. Infestations can spread quickly through a community when flea-infested carpeting or pet bedding is disposed of improperly, when a flea-infested pet plays with your pet and when pet waste is left uncollected on common areas.

Help avoid harmful pests in your home and community with the following tips, and follow up with your veterinarian to learn more about other ways to prevent and treat outbreaks.

• Apply a topical flea and tick pesticide. Fleas lay 40 to 50 eggs a day. Unless a pesticide kills 95 percent of the fleas, you won’t eliminate the problem. To do this, you need to use the products sold by your veterinarian. Over-the-counter products just aren’t strong or effective enough. Monthly applications will help keep pets healthy even when they’re exposed to parasites—including mosquitos and mites.

• Always leash your pet. Although you may trust your pets to obey commands, keeping them leashed lessens the likelihood they’ll be infected by other pets and wildlife.

• Keep your pet clean. Even indoor pets should be inspected for ticks and flea “dirt,” which looks like pepper at the base of the coat on the skin. An occasional bath with flea shampoo is a good idea as well. Visit your local pet store or grooming facility or check online for information on bathing routines and options that are best for your pet.

• Monitor your pet’s behavior. Scratching is your first indication that fleas have discovered your dog or cat. Apply a topical pesticide immediately. Fleas, ticks and mosquitos carry potentially life threatening pathogens, so pets can experience a wide range of symptoms if infected; be suspicious of changes in behavior and discuss them promptly with your veterinarian.

• Keep the situation contained. Once you’ve treated your pet and your home (and possibly your yard or outdoor surroundings depending on how severe the infestation), keep the pet close to home until the problem is resolved. Wash bedding and toys that may harbor eggs or larvae in hot water. Infested bedding or carpeting should be tightly sealed in plastic bags before disposing to reduce the risk of spreading to others.

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Minnesota Communit y Living

CAI-MN is looking for article contributions.

Submit your article online at www.cai-mn.com under the Resources Tab or email to suey@cai-mn.com

Manage your subscription and more at CAI-MN.com Subscribe and unsubscribe online at www.cai-mn.com by editing your user profile.

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November | December 2015

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Minnesota Communit y Living

EXCEPTIONAL SERVICE AND SOLUTIONS. Managing Community Associations in Minnesota for over 40 years.

FirstService Residential Minnesota delivers best-in-class property management solutions with local leadership and nationally-supported technology, training, and best practices. We have successfully partnered with more than 270 properties and communities in Minnesota, building and maintaining longstanding relationships with Board members, residents, and vendors. Our awardwinning Association Managers are highly trained and certified, and they have manageable portfolios enabling them to provide exceptional customer service to each and every one of our clients. Call us to learn more about how we may serve your association.

FirstService Residential Minnesota is an Accredited Association Management Company 1801 American Boulevard E. Ste. 21 | Bloomington MN 55425 952.277.2700 | www.fsresidential.com

November | December 2015

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Something To Believe In: A Strong Ethical Code

By Tom Engblom, CMCA, AMS, PCAM, VP, Mutual of Omaha Bank

F

rom the time of we are born, until around age 6, we believe in our parents, grandparents, family members, Santa Claus, the Easter Bunny, religious activities, toys, the boogie man, Halloween and cartoon characters — yet we all need something to believe in!

From the age of 7 until 14, we believe in our parents, grandparents, family members, religious activities, the boogie man, Halloween, cartoon characters, sports heroes, sports teams, the Fourth of July, leadership, authority, our teammates, video games, and our best friend — yet we all need something to believe in!

From the age of 15 until high school graduation, we believe in our parents, grandparents, family members, religious activities, Halloween, cartoon characters, sports heroes, education, sports teams, the Fourth of July, our teammates, video games, our drivers license, leadership, authority, high school teachers, team mascot, first job and our life after high school — ­ yet we all need something to believe in!

As a high school graduate, we believe in our family members, leadership, some authority, sports heroes, sports teams, prom, homecoming, New Year’s Eve, dating, our future as a member of society, college, trade school, America, and our dreams for the future — yet we all need something to believe in!

As a young adult, we believe in family members, some leadership, some authority, being a member of society, cars, employment, the economy, the future of America, the military, the Patriot Guard, and our dreams for the future — yet, we all need something to believe in!

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Minnesota Communit y Living

As a maturing adult, we believe in family, friends, being a member of society, employment, the economy, leadership, authority, Harley Davidson’s, America, the democratic society, our dreams for the future, our property manager at our first condominium association, and Community Associations Institute — yet, we all need something to believe in!

As a new board member, we believe in family, our employer, retirement, being a member of society, employment, the economy, leadership, authority, the future of America, shorter board meetings, our seasoned Professional Community Association Managers and their Code of Ethics: 1. Comply with current bylaws, standards and practices as may be established from time to time by CAI, subject to all federal, state and local laws, ordinances, and regulations in effect where the Manager practices.

2. Participate in continuing professional education through CAI and other industry related organizations.

3. Act in the best interests of the client; refrain from making inaccurate or misleading representations or statements; not knowingly misrepresent facts to benefit the Manager.

4. Undertake only those engagements that can reasonably be expected to perform with professional competence.

5. Exercise due care and perform planning and supervision as specified in the written management agreement, job description or duly adopted Board policies.

6. Disclose all relationships in writing to the client regarding any actual, potential or perceived conflict of interest between the Manager and other vendors. The Manager shall take all necessary steps to avoid any perception of favoritism or impropriety during the vendor selection process and negotiation of any contracts.

7. Provide written disclosure of any compensation, gratuity or other form of remuneration from individuals or companies who act or may act on behalf of the client.

8. Ensure that homeowners receive timely notice as required by state statutes or legal documents and protect their right of appeal.

9. Disclose to the client the extent of fidelity or other contractually required insurance carried on behalf of the Manager and/or client and any subsequent changes in coverage, which occur during the Manager’s engagement if the amount is lower than the contract amount requires.

10. See that the funds held for the client by the Manager are in separate accounts, are not misappropriated, and are returned to the client at the end of the Manager’s engagement; Prepare and furnish to the client accurate and timely financial reports in accordance with the terms of the management agreement, job description or duly adopted Board policies.

11. Recognize the original records, files and books held by the Manager are the property of the client to be returned to the client at the end of the Manager’s engagement; maintain the duty of confidentiality to all current and former clients.

12. Refrain from criticizing competitors or their business practices; Act in the best interests of their Employers; Maintain a professional relationship with thier peers and industry related professionals.

13. Conduct themselves in a professional manner at all times when acting in the scope of their employment.

14. Not engage in any form of price fixing, anti-trust, or anticompetition.

15. Not use the work products of colleagues or competing management firms that are considered proprietary without the express written permission of the author or the management firm. Yet, we all need something to believe in!

Regardless of our position in the association, we can all make a difference in Community Association Institute Chapters and lead in 2016 for the association that is our residency. Volunteering for the committee or board, sponsoring an event or managing the property will make a difference. I leave you with the lyrics of Bon Jovi: “We weren’t born to follow, Come on and get up off your knees, When life is a bitter pill to swallow, You gotta hold on to what you believe!” Do you have something to believe in?

General Counsel for Associations:

Construction Defect Representation Einar Hanson Jonathan Edin Benjamin Kirk

651-222- 0109

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Tom Engblom CMCA, AMS, PCAM VP, Regional Account Executive 312-209-2623 tom.engblom@mutualofomahabank.com mutualofomahabank.com AFN45462_0213

Member FDIC Equal Housing Lender

November | December 2015

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Tune in to Online Meetings Whether you’re out of town or out of commission, you can keep tabs on association board meetings by tuning in online.

Online meeting tools (Skype, GoToMeeting, Google Plus Hangouts) allow board members and residents to hear each other through microphones and speakers and to see each other through video cameras regardless of where everyone is located.

You’ll be able to follow all of the action virtually; you can even share architectural plans or other documents that are circulating during the meeting.

Whether you’re physically present or calling in for the meeting, all participants should be reminded to: • Be professional, courteous and considerate • Avoid rustling papers or creating other noise if near a microphone • Refrain from talking when others are speaking And if you’re calling in: • Announce yourself before talking • Mute your phone unless you’re talking especially if there is background noise, such as a barking dog, at your location You’re still encouraged to join in person onsite for the meeting, but if your can’t, there is that opportunity to follow the proceedings.

Managing to make a

difference 30 years of association management experience

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www.omega-mgt.com 24

Minnesota Communit y Living

member of:

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Homeowners associations since 1975 • General corporate matters, enforcement of covenants, restrictions and management issues • Document interpretation and amendments

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• Replacement reserve analysis • Collection of assessments and foreclosure of assessment liens • Dispute resolution and litigation, including construction defect litigation • Applicability and options under the Minnesota Common Interest Ownership Act (MCIOA) • Project development and documents • Turnover of developer control

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220 South 6th Street, Suite 2200 Minneapolis, MN 55402-4504 444 Cedar Street, Suite 2100 St. Paul, MN 55101-2136

www.felhaber.com

November | December 2015

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High Wired Act

From CAI Common Ground

By Chase Broward, President, Community Development-Technology

New or old, built from scratch or retrofitted, communities and homeowners can take advantage of technology like never before.

In the not-too-distant past, there were just the telephone and basic cable. Yes, plain old telephone service and 15 or 20 TV channels, half of which you could pick up with a pair of rabbit ears or a rooftop antenna. Then came features like call waiting and speed dialing. CNN wasn’t far behind, which ushered in a whole new world of targeted cable programming, from sports to cartoons to Martha Stewart to movies... well, you get the picture.

Still later came the Smart House, the brainchild of a consortium of home-automation manufacturers who wanted to make their individual technologies work together. Companies like IBM, AMP, Leviton, and others joined forces to develop systems that would control lighting, open and close drapes, and turn appliances on and off from a control center in the home—or even over the telephone.

Tying lighting controls to the motion detectors in your security system could do really cool things like turn on the lights when you walked into a room.

Whether all of this automation was an idea that was ahead of its time or a case of technology looking for a market is a good question, but possibly a moot one. Why? Because the Internet has brought home technology into the mainstream and shifted the focus away from automation. Internet connectivity has now become a way of life for the majority of U.S. households that use it to manage stock portfolios, find a good movie, shop, make travel arrangements, telecommute, and do a bunch of other things. This is the age of the “information appliance.”

Killer apps Consequently, home builders and multi-family housing developers today are focusing on providing ubiquitous Internet access. Such access is supported by a telecommunications infrastructure called “structured wiring” that networks information and entertainment throughout the home. The networked home provides all family members the ability to surf the Web simultaneously over a single, high-speed Internet connection—the “killer app” of home networking.

Thus, new homes today are being wired with dedicated data cabling (Category 5, Category 5e, and Category 6, if you’re really interested) and outlets to every living space in the home, even the kitchen. Enhanced coaxial cable (RG-6 quadshield) is being placed to support digital TV programming available today, as well as interactive services, like movies on demand, that are right around the corner.

This isn’t wishful thinking, either. The Telecommunications Industry Association has published a new residential wiring standard (TIA570A). As a result, enhanced residential telecom wiring will be incorporated into local building codes around the country. During the interim, this standard will be the guideline for preparing homes of the future for telecommunications services.

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From the ground up Individual home builders are at various points along the networked home adoption curve. New construction offers the most possibilities and the greatest challenges, because it can be or do anything New planned communities. Most developers of large planned communities see the need to address technology in a more comprehensive way than just high-performance home wiring, and they are designing and implementing technology master plans as part of their community-development process. The results are highly connected communities like SummerGrove, outside Atlanta; Summerlin, near Las Vegas; and DC Ranch, in Arizona. More are on the way, including a just-announced 150-home “smart” retirement community in Jasper, Georgia.

Such techno-charged developments typically share at least three features: 1. Every home is “future-ready,” meaning it includes highperformance wiring based on mandatory community-wiring specifications.

2. High-speed Internet and digital entertainment are available to all residents. In some wired communities, high-speed Internet service is part of the package offered by the community association itself.

3. The community boasts an Intranet that provides residents with both a central point of information about neighborhood events and a vehicle for getting acquainted with their neighbors online. The Intranet can also provide helpful links to community and regional resources and yield sustaining revenues to the association through e-commerce commissions.

New condominiums. Multi-family apartments and condominiums, meanwhile, are actually ahead of single-family developments when it comes to including high-performance wiring in new construction.

In addition to the marketing advantages afforded by state-of-the-art wiring, apartment developers can enjoy the residual e-commerce revenues generated by their tenant populations as well as mark-up services purchased in bulk and sold at retail to their tenants.

Although apartment communities operate differently from condominiums, apartments provide important lessons for condominium developers, professional managers, and association boards. For starters, ownership of the wiring plant can significantly influence the options that associations have for the delivery of enhanced services. Wireless solutions have solved this issue to some extent by beaming high-speed Internet services to buildings, leapfrogging telephone-company-owned outside wiring. Newer buildings with high-performance wiring can then simply connect directly to the in-unit data jack and have high-speed service without

having to use a phone-company connection. Older buildings with less capable wiring require special desktop devices to enable these solutions to deliver high-speed access.

But the reality is that developers of condominiums are less motivated to invest in a separate wiring infrastructure due to their relatively short-term interest in the property and the fact that any residual revenue benefits will likely revert to the association.

Competitive market forces are beginning to compel condominium developers to use the same in-unit, high-performance wiring as many new homes. Significantly, some developers have even gotten Internet service providers to fund both the external and internal unit wiring.

The retrofit market New construction represents only a small percentage of the total residential housing market. And while the cost to retrofit traditional network infrastructure into the 100 million existing homes in the United States would easily exceed $200 billion (and take a long time to boot), newly developed technologies have created better and much less costly ways to achieve residential network retrofits.

Existing. Two standards-creating initiatives have sped the process along: the Home Phone Networking Alliance (HomePNA) and the HomePlug Powerline Alliance. HomePNA successfully created a commercial standard for transmitting high-bandwidth data over existing phone lines in older homes. The recently formed HomePlug alliance—comprising Compaq, Cisco, Microsoft, Intel, and Motorola—has a similar goal: to create a commercial standard around which a home’s power lines can be used for high-bandwidth data networking.

Continued on Page 28 November | December 2015

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Continued from Page 27 Wireless. New developments in wireless technology are also expanding the retrofit market. Inside the home, radio frequency (RF) networking products have recently made three crucial advances: greatly decreased cost, greatly decreased power consumption, and wide standardization. Until recently, wireless Ethernet networking was rarely compatible from one vendor to another, was therefore very expensive, and tended to use so much power that it was only practical for fixed-position devices. Together, these disadvantages nullified the most crucial advantage of wireless technology: mobility.

One new solution, the SmarterHome System (www.smarterhomesys tem.com), combines RF networks, power-line networks, and phone-line network technologies along with the Universal Plug & Play software standard to create a cost-effective home-networking environment. Because no new wires are required, the resulting installation is low-cost and hassle-free. Using a portable Webbrowsing device that looks like a laptop computer, the homeowner can wirelessly surf the Web anywhere in the home—and also control residential systems like lighting, heating, air conditioning, and entertainment appliances.

Other systems are wire/wireless hybrids that bring a dedicated, high-speed data connection into a central location within, say, a multi-building condominium, and then beam the signal into each building. These hybrid solutions may require special gear located on the desktop, adding to the up-front expense, unlike high-performance wiring solutions, but they do provide acceptable performance in many environments. Darwin Networks (www. darwin.net), among others, has been successful in taking this approach with existing condominiums.

Distinct possibilities New property or old, wireless or hard-wired, the changing face of technology presents both opportunities and challenges for community associations, their boards, and their managers.

Opportunities. Management companies that choose to offer a community Intranet solution as part of their service package may set themselves apart from the competition. The investment in an Intranet likely will be repaid by easier, more reliable communication with residents and vendors, residual income from e-commerce commissions, and the ability to attract and more effectively manage new accounts.

But it’s board members and other volunteers who can benefit most.

With these kinds of tools in place, volunteers can leverage their time and not always have to meet face-to-face in order to conduct association business.

Challenges. Today’s consumers are techno-savvy and have higher expectations for connectivity in their properties. Management companies may find it difficult to stay ahead of the curve without making this part of their strategy. A relationship with a technology advisor is one way to keep up with changes in the industry.

Another challenge is training—whether the users be managers or association residents. Proper training is essential if a community Intranet and other communications tools are to provide the payoff in increased productivity and value to residents.

Conclusion We’ve come a long way from the days of rabbit ears and no-frills telephone service. And the best is yet to come. Soon Internet service will be free (a trend that’s already underway), with advertising and e-commerce business models generating the bulk of Internet revenue. The technology needs of many commercial customers have been met, and now technology service providers are beginning to look for residential customers.

Those community associations that gain consensus—the holy grail—about their technology needs will be well positioned to receive great services at discounted rates, enjoy revenues from e-commerce commissions, and take advantage of exciting new technologies as they emerge. Don’t touch that dial.

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Minnesota Communit y Living

November | December 2015

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Minnesota Communit y Living

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November | December 2015

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