Every association should have a clear and enforceable HOA social media policy. This policy sets the boundaries and expectations for both residents and board members. Understanding why it’s important, what it should contain, and how to enforce it is crucial to a harmonious community.
The Importance of an HOA Social Media Policy
Social media has become a major player in communications technology. While it started as a way to share one’s life with others, it has quickly turned into a mode of contact and transmission.
For HOAs and condominiums, social media can be a useful communication tool. It’s instant, easy to use, and almost everyone has access to it. Still, social media use comes with pitfalls, especially without an established policy.
Clear guidelines can help boards avoid the risk of legal liability, particularly when it comes to privacy violations or defamation. With a written HOA social media policy, boards can moderate online groups and forums effectively without infringing on free speech rights. It can keep the community focused on constructive communication instead of online squabbles.
What to Include in an HOA Social Media Policy
Social media guidelines can vary from one community to another. That said, here are the general pillars of a good policy.
1. Established Platforms
There’s no shortage of social media platforms today, and an HOA should choose one that aligns with their character and objectives. Stick to one or two platforms to keep things simple and streamlined. Managing too many social media pages can quickly become overwhelming and confusing.
Facebook is the most popular option, as it lets boards create private groups or channels. It also has the most active users worldwide, so residents are bound to have a profile.
2. Access Restrictions
Since social media posts will only be relevant to residents, it’s best to keep the settings private or closed. This means that only members of the association can join and participate in discussions.
3. Assigned Administrators
Every social media page should have moderators or administrators. In general, this task falls on the board members themselves.
4. Permitted Content
Posts must be restricted to HOA-related matters. Examples include meeting announcements, community event promotions, and deadline reminders. In addition to official notices, the board can also disseminate information on new or changed rules.
Of course, that doesn’t mean posts can’t be exciting, too. Board members and residents can also post relevant polls, community photos, and useful information, such as home maintenance tips and safety reminders.
5. Prohibited Content
Every HOA social media policy should clearly outline what’s not allowed. Residents, including HOA board members, should not post or share any of the following on social media:
- Confidential association information, including vendor negotiations, contracts, legal matters, or other nonpublic business
- Confidential or proprietary business information
- Personal or private information about residents, board members, employees, vendors, or other individuals
- Images of minors without the consent of a parent or legal guardian
- Copyrighted or trademarked material without proper authorization, including photographs, graphics, and other media
- Links to files containing viruses, malware, or other harmful software
- Content that promotes or encourages illegal, harmful, or offensive activities
- Content that promotes, encourages, or perpetuates discrimination based on race, religion, color, national origin, gender, age, disability, sexual orientation, marital status, or any other protected characteristic
- Any other discriminatory content, as determined by the association
- Sexually explicit or otherwise inappropriate content, including links to such material
- Profane, offensive, defamatory, abusive, or violent content
- Personal attacks directed at individuals or groups
- Harassing, threatening, intimidating, or intentionally disruptive comments, including trolling
- Rants, inflammatory remarks, or hostile commentary
- Unconstructive criticism intended to provoke conflict rather than encourage productive discussion
- Community rumors or gossip
- Misleading or clickbait content
- Spam, repetitive posts, or unsolicited promotional content
- Advertisements or promotional content for products, services, brands, or individuals, unless authorized by the association
- Personal opinions presented as official positions or statements of the association
- Political endorsements, campaign materials, or content that demonstrates political bias while representing the association
How to Deal With Negative Posts
It’s not uncommon for social media posts to turn negative or unproductive every once in a while. Residents might post something unrelated to the community or intentionally inflammatory. When this happens, board members must know how to proceed.
First, determine the type of post it is. If it’s irrelevant to the association, simply remind the poster that the group is restricted to community matters. Then, ask them to take the post down.
If the post is a critique of the association or its board, directors should treat it as a complaint. Acknowledge the post and let the poster know that the board has noted the concern.
Proper HOA social media etiquette then dictates that the board take the matter offline. Disputes regarding dues, violations, or other association matters should not continue on the social media page. Residents should not be encouraged to publicly call out their neighbors or leaders.
Keep in mind that such posts are not only provocative, but they can also negatively impact the community’s reputation and market values. Buyers don’t want to move into a neighborhood that’s plagued by dissatisfaction and gossip.
How to Handle Violations of HOA Social Media Rules
Social media guidelines must be enforced fairly and consistently. If a homeowner violates a rule, including board members, they must receive the same treatment.
The association generally reserves the right to delete the post or comment in question. This right must be clearly written into the HOA social media policy. Prior notice isn’t necessary before deletion.
If the behavior continues, the board should suspend the member’s ability to post or comment. If that’s not possible, the poster must be removed from the group or page. Allowing them to remain won’t stop their posts. They will simply keep posting.
A Friendly and Professional Page
A clear HOA social media policy can prevent disputes and keep pages amicable. Of course, boards should craft this policy carefully to ensure they don’t infringe on any rights or break any laws. When in doubt, it is best to have a lawyer or HOA management company review the policy before adopting it.
Majerle Management, Inc. provides management services to HOAs and condo associations in Maryland. Call us today at (301) 220-1850 or contact us online to get started!
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