Common Unprofessional Behaviors in Digital Communication
Why Digital Professionalism Matters
Condominium managers represent their brokerage, the condominium corporation, and the industry as a whole. Their online conduct can impact professional reputation, legal compliance, and condominium governance. The Real Estate Act Rules require condominium managers to uphold professionalism and integrity, including in digital communications.
Industry professionals must not engage in conduct that brings the industry into disrepute.
Examples of Unprofessional Digital Conduct
Inappropriate language: Using rude, aggressive, or offensive language in emails or online discussions.
Sharing confidential information: Posting or emailing details about board decisions, owner disputes, or financial matters.
Engaging in online arguments: Responding emotionally or disrespectfully to complaints or criticisms.
Making misleading or false claims: Providing inaccurate information about condominium operations or services.
Posting personal opinions on professional accounts: Using business platforms for personal views, especially on controversial topics.
Best Practices for Digital Communication
Email Communication
Use a professional tone: Be clear, concise, and respectful.
Double-check for errors: Ensure correct spelling, grammar, and recipient names.
Keep messages concise: Avoid overly long or complex emails.
Do not share confidential details: Only provide necessary information following legal and corporate guidelines.
Use appropriate subject lines: Make it easy for recipients to understand the email’s purpose.
Social Media Interactions
Maintain a neutral and professional presence: Avoid engaging in personal arguments or complaints.
Do not comment on ongoing disputes: Condominium matters should not be discussed in public forums.
Ensure compliance with confidentiality rules: Do not post private or internal condominium information.
Follow anti-spam laws: Obtain proper consent before sending electronic communications.
Virtual Meetings & Online Discussions
Stay on-topic and professional: Avoid unrelated discussions or personal remarks.
Mute when not speaking: Prevent background noise disruptions.
Use respectful language: Ensure discussions remain professional, even in disagreements.
Recordkeeping: Document decisions made in virtual meetings appropriately.
Strategies for Professional Online Communication
How to Maintain a Professional Tone Online
Pause before responding: Avoid reacting emotionally in digital conversations.
Use formal greetings and closings: Address recipients respectfully.
Stick to facts: Avoid speculation, rumors, or personal opinions.
Address concerns privately: If an issue arises, handle it directly with the relevant parties rather than in public forums.
Handling Difficult Situations Professionally
If someone posts a negative comment, acknowledge their concern professionally and direct them to the appropriate resolution process.
If a discussion becomes heated, remain neutral and refocus the conversation on facts and solutions.
If an error is made online, correct it quickly and transparently.
Creating a Digital Code of Conduct
Key Elements of a Digital Code of Conduct for Condominium Managers
Confidentiality: Never share private board or owner information in public forums.
Respectful Communication: Use courteous and professional language at all times.
Accuracy: Ensure all digital communications are truthful and fact-based.
Compliance: Follow all relevant legislation, including privacy laws and anti-spam regulations.
Social Media Best Practices: Keep professional and personal accounts separate and avoid engaging in public disputes.
