Message Center

Message Center is a powerful tool for leasing and resident management—but only if used effectively and correctly! Below is the full Standard Operating Procedure (SOP) outlining best practices for using Message Center efficiently.

📌 Purpose

✅ Ensure Message Center is used as an effective leasing and resident management tool.

✅ Follow best practices for recipient lists, email templates, scheduling, and formatting to keep communication professional and organized.

💡 Click on the blue links in the system to watch a tutorial for each section!

📩 Recipient Lists

🔹 Lists update automatically to include all recipients who meet the selected parameters.

🔹 Common lists include:

• Current Residents

• Current Guarantors

• Leads / Applicants

⚠️ Temporary Lists:

• If creating a one-time-use list, delete it after sending the message.

• Avoid creating too many lists, as this can cause confusion over which list should be used for a given message.

📌 Click here in Message Center to watch a tutorial on creating a new list!

📜 Message Center Templates

🔹 GMH-wide templates are available and customizable for your property’s needs.

🔹 Before sending, always proofread the entire email and check for attachments.

🔹 These templates contain fill-in-the-blank areas, so ensure all placeholders are correctly filled.

⚠️ DO NOT edit the original templates directly!

• Instead, add the template to your email first, then make any necessary edits.

📌 Property-Specific Templates:

• Each property has a dedicated folder for property-specific templates.

• These can be edited as needed but should be reviewed quarterly by a designated team member to keep information up to date.

📢 Type of Communication

🔹 Every email automatically defaults to “marketing message.”

🔹 ONLY switch this off if the email pertains to the business relationship with the recipient (e.g., lease updates, urgent notices).

📌 Resident & Guarantor Preferences:

• Each prospect, resident, and guarantor sets their own communication preferences in their profile.

• We must adhere to those preferences to ensure compliance.

✅ The toggle switch to change the communication type is located directly below the email box in Message Center.

📆 Scheduling an Email

Message Center has a built-in scheduling tool that allows emails to be sent at a later time.

🔹 Use this feature for:

• Notice of Entry emails

• Rent reminders

• Marketing messages sent at optimal times for engagement

📌 How to schedule an email:

1️⃣ Select “Send With Delay”

2️⃣ Choose the date and time you want the email sent

👀 Previewing & Sending Test Emails

🔹 Always send a test email before sending a message to the intended recipients.

🔹 If possible, send the test email to a team member for proofreading and feedback.

📌 Preview Feature:

• Message Center has a “Preview” option that allows you to view your email as it will appear on desktop and mobile devices.

📌 RLM Approval for E-Blasts:

• Your RLM may require your site to send test emails to them before sending out mass communications (e-blasts).

• Confirm with your RLM regarding their expectations for your property.

📧 Email Creation Best Practices

🔹 Headers & Footers:

• Each property should have a preset email header and footer.

• These can be added by selecting the “Email Header/Footer Box” drop-down.

• All emails should include a header and footer for a consistent and professional look.

🔹 Merge Fields:

• These allow you to send personalized messages to multiple recipients while using the same email template.

🔹 Adding Media:

• Customizable Canva graphics can be uploaded to Message Center to enhance emails.

• See the attached How-To Guide for instructions on uploading media.

🚀 Final Takeaways

📢 Message Center is a key tool for resident and prospect communication. By following these best practices, we can improve engagement, ensure accuracy, and maintain a professional image!

💡 Quick Reminders:

✅ Always preview & test emails before sending.

✅ Delete temporary lists after use to keep the system organized.

✅ DO NOT edit the original templates—edit only after adding them to an email.

✅ Use scheduling for important reminders and optimal marketing timing.

✅ Confirm with your RLM if test emails need their approval before sending.

For questions or clarifications, reach out to management. Let’s keep our communication efficient and effective! 💪🔥