Resident Communication. Made Easy.

How to use Facebook to keep your residents happy and attract new prospects to your co-op community.

Copyright © Neighbourhood Buzz Communications. 2011.

Trusted by Canada’s best property management companies.

Steve BallantyneDirector of Business Development

Neighbourhood Buzz

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Thank you for coming!

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Who the heck am I?

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Ask Questions during the presentation.

#OSCA

@nbrhoodbuzz is me!

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Social Media Revolution

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8 hours after gametime…

11,544

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Not Really Lovin’ It

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Why Bother?

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Facebook packs the 1 – 2 punch

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Wise WordsDon’t try to be everywhere at once.

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The New Word of Mouth.

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Anyone can be Oprah.

The Resident Community TrifectaThe Three Communication Necessities for a Healthy Community

Property Manager

ResidentResident

Resident to PM•Provide invaluable feedback•Develop Relationship – improve retention

PM to Resident•Share important community news and updates

Resident to Resident•Spread the word about YOUR property•Socialize &Classifieds

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Starting a page

Do it…

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How do I get residents to ‘like’ my page?

1. Use posters around property

2. Email with link3. Talk it up

Incentives work!

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Our Philosophy:Social media is like any other

social interaction.Build Trust, keep it relevant,

make it fun.

Wise Words

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A typical Facebook community page

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What do I post on my Facebook page?

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Answer resident questions

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Say Thank You

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Give relevant information only you can provide

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Promote your corporate social responsibility

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Have fun contests!

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Monitor & Engage Regularly.

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The Process

Monitor Wall

Resident Post

Alert SentResponse written

Response posted

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What will my residents say?

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Sharing content about the community

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Committee Information

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Ask for help from community

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Let your residents show off your community

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Crowdsource your maintenance

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Don’t do this

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Who should not be doing Facebook

• Properties without the “basics”• Small property managers• Property managers who don’t care

It’s a free website…

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What if residents say something you don’t like?

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What happens when you don’t give residents a voice?

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How to address negativity

1. Say thank you2. Address the

complaint3. Inform on action

you/they should take4. Promise a brighter

future

Always be polite!

It is far RISKIER to not be involved in Social Media than it is to be involved

People generally post reviews when they are either really happy with a product or service or very upset. Either way it’s a great opportunity!

Don’t Be Afraid Of Bad Review!

GOOD REVIEWS

Learn where your consumers may be dissatisified and rather than ignoring it, take an opportunity to learn from it and engage with that

resident and make it right!

People are talking, whether you have a social media community or not. Embrace the opportunity to be part of the conversation!

BAD REVIEWS

Learn what you are doing well and keep doing it!

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Where are we going?

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“Pull Marketing”

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Group Buying

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Quick, simple, and free surveys

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Where are we going?

• Online identity linked to real identity• Crowdsourcing community needs• Connecting location with mobile phones• Acceptance of Social Media• Social compliments everything else (PR, SEO,

website)

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“There is a new worldwide movement developing, made up of people with a different vision for their local communities. They know that movements are not organizations, institutions or systems. Movements have no CEO, central office, or plan. Instead, they happen when thousands of people discover together new possibilities for their lives. They have a calling. They are called. And together they call upon themselves.”

John McKnight Co-Director, Asset Based Community Development Institute Northwestern University

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Summary

1. Facebook is most valuable Social Media play for property managers right now.

2. Treat social media interactions like any other social interaction.

3. Do – be open and available4. Don’t – broadcast and censor 5. Give your residents the platform to engage

and rave about you!

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Thank You!steve@neighbourhoodbuzz.com

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PrintMonthly hi-gloss

newsletter, created specially for your

residents… All for FREE!*

FacebookCreation of custom resident Facebook

page plus daily monitoring and management

MobileProvide important

and timely messages to your

residents using SMS text messaging

EmailGo digital and

provide an email version of the print

newsletter…All for FREE!

A complete communication package that allows property managers to easily and effectively

communicate with their residents and develop their community

*While we would love to offer all of this completely free, a small delivery fee may apply.

Cutting edge tools… Without the big price tag

Copyright © Neighbourhood Buzz Communications. 2011.

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Special Offer for the Ontario Student Co-op Association.

Go to facebook.com/neighbourhoodbuzz