Email has long been the go-to communication method for property managers. It’s easy and familiar, and you probably use it every day to send announcements or respond to tenant questions. But is email alone enough for modern tenant communication? 

Today’s tech-savvy tenants are used to instant information at their fingertips. In this post, you’ll evaluate whether relying solely on email is still effective, explore modern tenant communication tools, and learn how upgrading your system can streamline operations and boost tenant satisfaction. We’ll also offer steps to start improving your communication toolkit.

Why Email May Not Be Enough Anymore

You might be comfortable with email as your main channel, but tenants’ expectations and work habits have evolved. Inboxes are overflowing. Important building notices can get lost in the noise or filtered to junk folders. In one 2024 survey of office tenants, more than half (55%) reported they miss emails sent from their building management. This means that even if you send a critical update by email, there’s a good chance many tenants won’t see it in time. 

One reason is that less than half of tenants receive building emails directly from property management; the majority get them second-hand via their company’s office admins or HR forwarding the message. Relying on those forwards leaves a lot to chance – some people never get the memo.

Email is certainly useful for providing a written record and formal notices. However, it has clear limitations that can hurt your efficiency. For example, when tenants have the same question (like “Is the HVAC repair done yet?”), you might find yourself answering identical emails over and over. This repetition is inefficient and time-consuming. There’s also no easy way to track response times or ensure consistency – one tenant’s email might get a prompt reply while another waits days, and you wouldn’t have a dashboard to flag that disparity. 

If you manage multiple properties or have a team, email can silo information in individual inboxes. When a property manager goes on leave or a new colleague steps in, there’s no shared communication history to refer to. Important tenant conversations might be buried in someone’s personal email account, essentially wiping the slate clean when staff changes.

Perhaps most importantly, tenant preferences are shifting away from email. People are used to texting, messaging apps, and other real-time channels in daily life. In fact, about 72% of tenants prefer digital communication methods over more traditional channels like paper notices or phone calls. And it’s not just younger tenants – overall, convenience is king. This doesn’t mean email is obsolete, but it shows that tenants want faster, more interactive communication options. If you rely solely on email, you risk coming across as old-fashioned or unresponsive to modern needs.

The bottom line is that email alone can fall short. It’s easy for tenants to overlook emails, and it’s hard for you to manage conversations efficiently. This gap is even backed by data: an early 2024 study revealed that while 95% of property managers ranked email among the most effective communication methods, only 58% of tenants put email in their top preferences. In other words, you might be overestimating how well email is serving your tenants’ needs. It’s time to consider additional tools that can complement (or in some cases, replace) those email blasts.

Modern Tenant Communication Tools

So, if email isn’t enough by itself, what else is out there? The good news is modern tenant communication tools come in many forms to meet today’s expectations. You’ve probably heard of tenant communication apps or platforms – these are dedicated software solutions (often mobile apps or web portals) designed specifically for property-to-tenant interactions. Implementing a tenant communication app can create a direct line to your tenants’ smartphones, enabling push notifications, real-time updates, and even two-way chats. For example, instead of sending an email attachment of a newsletter, you could publish news on a tenant experience platform that notifies users via a mobile app notification and archives the update for later reference.

What makes these tools powerful is that they centralize and streamline communication. With the right platform, you can send announcements to all tenants (or select buildings or groups) with one click – no more juggling long CC email lists or outdated Excel contact sheets. Everyone gets the message through the channel they prefer. 

In fact, many modern tenant communication software solutions are multi-channel: you craft one message, and the system can deliver it via email, SMS text, and in-app notification simultaneously. This dramatically increases the chances your message is seen. Consider urgent alerts like a water shutdown or safety issue – a platform that sends a text message or app alert can reach tenants immediately. (Text messages have an open rate near 98%, compared to roughly 30% for emails, so texts and push alerts are far more likely to be read right away.) By leveraging an integrated tenant communication tool, you ensure important news doesn’t slip through the cracks.

Besides mass notifications, tenant communication apps typically offer interactive features that email can’t match. Tenants could use a mobile app to submit maintenance requests, RSVP to building events, or participate in polls/surveys. All their interactions stay in one organized platform, which your team can monitor and respond to in real time. This two-way communication builds engagement and trust – tenants feel their concerns go straight to the right people instead of disappearing into an email inbox. Some platforms even support community forums or chat, where tenants can ask questions and get quick answers (like “Is the fitness center open on holidays?”) without formal emails. Knowledge bases or FAQ sections are another feature: rather than emailing you a basic question, tenants could find answers in a self-service portal. Over time, this reduces repetitive inquiries and frees up your team’s time.

Modern tools also include channels beyond personal devices. Don’t overlook digital signage and displays in your buildings as part of a comprehensive strategy. Lobby screens, elevator displays, or electronic notice boards can broadcast announcements to everyone on-site. Interestingly, tenant surveys show digital signage is very well-received – about 3 in 4 tenants appreciate seeing building updates on lobby or elevator screens. 

It’s a passive communication tool that complements direct messages: even if someone missed your email, they might catch the notice on the lobby monitor. The key is to use multiple touchpoints. A modern tenant communication platform often lets you manage all these channels together, maintaining consistent messaging. You can post a notice once and have it appear in the app, email, text, and even feed into a lobby display system.

When introducing new communication technology, keep in mind adoption is critical. Simply providing a tenant app doesn’t guarantee tenants will use it. Nearly 1 in 2 tenants whose building offers a dedicated app do not end up using it, often because they forget to download it or don’t see immediate value. To avoid this, choose tools that are user-friendly and make sure to onboard your tenants actively. 

Send out invitations, highlight the app’s benefits, and perhaps demonstrate how easy it is to submit a request or get updates. When tenants see that the app or portal is the go-to place for everything (from reserving conference room space to receiving incident alerts), they’ll be more inclined to engage. Over time, as more tenants adopt these modern tools, you’ll notice email becoming just one supporting channel rather than your only lifeline.

How Tenant Communication Software Streamlines Operations and Boosts Satisfaction

Upgrading to modern communication software isn’t just about keeping up with the times – it directly impacts your operational efficiency and your tenants’ happiness. Let’s start with your operations. Using a tenant communication platform can save your team significant time and hassle. Instead of crafting individual emails or making dozens of phone calls, you can send updates to all relevant tenants in one go. 

Many platforms allow scheduling messages in advance (so you can prepare that holiday maintenance notice and set it to send next week automatically). They also log all communications, creating an audit trail. If a tenant claims “I never got the memo,” you can easily verify when and how it was sent. And because all managers share the system, everyone stays on the same page – no more digging through a predecessor’s email folders to figure out what was communicated last month. This centralized approach reduces miscommunication and ensures continuity even if staffing changes occur.

Modern communication tools also streamline common workflows. For instance, when a tenant submits a maintenance ticket through the app, they might automatically receive status updates (“work order received,” “plumber dispatched,” “issue resolved”) without you manually contacting them each time. 

This integration of communication with operations means fewer redundant inquiries – tenants won’t need to email or call asking for updates, because the system already keeps them informed. Likewise, if you use a tenant portal for documents, tenants can retrieve forms, guidelines, or insurance certificates on their own, rather than emailing you to send attachments. Automation and self-service features take pressure off your team and give tenants instant answers, a win-win scenario.

Now, consider the impact on tenant satisfaction. Communication quality is a major factor in how tenants perceive property management. When you communicate promptly, clearly, and through convenient channels, tenants feel respected and “in the loop.” This builds trust. For example, proactively sending a push notification about an elevator outage and expected fix time will reassure tenants that you’re on top of it, even if the situation is inconvenient. 

They aren’t left wondering what’s going on – transparency goes a long way toward peace of mind. On the flip side, if tenants only find out about an issue after the fact (or not at all), frustration grows. By using multiple tools (email + app + text) appropriately, you greatly increase the likelihood that each tenant sees important messages in a timely manner. The result is fewer complaints and calls, since questions are answered before they’re even asked.

Effective communication also contributes to a sense of community and tenant engagement, especially in office and retail environments. Modern tenant communication apps often have features like event calendars or community news. When you promote a lobby coffee event or a fire drill schedule via the app, you encourage participation and show that the property is more than just a building – it’s a community. 

Tenants appreciate this thoughtfulness. In retail centers, notifying tenants about holiday marketing campaigns or safety initiatives can help store owners feel supported. In life science or industrial properties, where critical systems updates might affect operations, a quick text alert about a power test or access change is invaluable in maintaining tenant confidence. The more informed and heard tenants feel, the more satisfied they will be. One tip: try soliciting feedback through your communication platform – for example, a quick poll about preferred amenities or a survey after a service request is completed. Tenants are often delighted to be asked for their input, and it signals that you care about their experience.

All these improvements in satisfaction aren’t just nice-to-have; they have concrete business benefits. Happy tenants are more likely to renew their leases and less likely to escalate minor issues. By reducing friction and frustration, modern communication tools can help boost tenant retention rates (which saves you the cost and headache of filling vacancies). They can also enhance your property’s reputation. Tenants talk to each other and to colleagues in other buildings – being known as a responsive, tech-forward property manager can set you apart in a competitive market. In short, streamlined communication leads to smoother operations for you and a better day-to-day experience for your tenants. It’s a foundational aspect of excellent property management in the modern era.

Upgrading Your Tenant Communication System: Where to Start

Feeling convinced that your communication could use a modern upgrade? Changing how you communicate might seem daunting, but it doesn’t have to happen all at once. Here are some actionable steps to help you start upgrading your tenant communication tools effectively:

1. Assess Your Current Communication Gaps: Take a close look at how you’re currently interacting with tenants. Where do problems occur? Perhaps important emails are often ignored, or maybe you play phone tag with tenant contacts for urgent issues. List the pain points – for example, “Tenants often say they weren’t informed about X” or “It takes too long to get feedback when we email about a new policy.” These gaps will highlight what needs improvement.
   
   
2. Ask Tenants for Input: Don’t guess what your tenants want – ask them. You can send a simple survey or even just talk to a few tenant representatives. Find out which communication channels they prefer and what types of information they wish they received more promptly. You might discover that many tenants would love text alerts for emergencies, or that they’d use a portal to look up building info. Involving tenants early not only gives you direction, it also makes them feel included in the process of improvement.
   
   
3. Research Modern Solutions: Explore the tenant communication apps, platforms, and software available on the market. Look for tools that match your property’s needs. For instance, if you run a large office complex, an integrated tenant experience platform with a mobile app might be ideal. If you manage a smaller retail center, perhaps a simpler SMS broadcast tool plus an online tenant portal will do. Key features to consider include multi-channel messaging (email/text/app all in one place), event calendars, maintenance request integration, announcement boards, and analytics (so you can track message open rates or response times). Read reviews, talk to peers in the industry, and get demos if possible. Make sure any platform you consider is user-friendly – a complicated system won’t magically solve your problems.
   
   
4. Plan a Multi-Channel Strategy: As you zero in on new tools, plan how you will use them alongside (or in place of) email. A good approach is to define what types of messages go to which channels. For example, you might decide: “Routine monthly newsletter – send via email and post on portal. Urgent safety alerts – send via text/app notification (plus email for record). Event invitations – send via app and email. General reminders – app push notification.” Having a clear strategy ensures you’re consistent and not overloading any single channel. Remember that while tenants prefer digital communication, balance is key. If you send trivial push notifications every day, tenants may start to ignore them or opt out. Use each channel for what it does best (e.g. texts for immediacy, email for detail, app for interactivity).
   
   
5. Start Small with an Upgrade: You don’t need to revamp everything overnight. Consider a pilot program for a new communication tool. This could be one building, one department, or one type of communication. For instance, you might roll out a texting alert system for emergency notices first, or launch the tenant portal portion of a platform before the full mobile app. Starting small lets you work out any kinks and learn what works, without overwhelming your team or tenants. Announce the pilot clearly so tenants know this is a new benefit for them and encourage their participation.
   
   
6. Onboard and Educate Users: A new tool is only as good as its adoption rate. When you implement your tenant communication software or app, invest time in training and onboarding. Show your property management staff how to use the system effectively – perhaps one team member becomes the “champion” to lead the effort. Equally important, introduce the tool to your tenants in a friendly, encouraging way. Send an introductory email explaining the features and benefits (“You can now download our free building app to get instant updates, report issues, and more!”). Provide easy instructions for signing up or downloading the app. You might even host a short lunch-and-learn or include a quick demo video. The goal is to get as many tenants as possible on board early, so they form the habit of using the new channel.
   
   
7. Integrate with Your Workflows: Make sure the new communication methods are integrated with how you and your tenants already do things. Sync the tenant contact list with the platform to keep it up to date. If you have an existing property management system (for leases, maintenance, etc.), see if the communication tool can connect with it – many can integrate or at least import data to avoid double entry. For example, when you close a maintenance ticket in your maintenance system, it could trigger a message to the tenant through the new app. Integration reduces duplicate work and errors. Also, update any internal procedures: if previously you sent emails for everything, define the new process clearly (e.g. “all building-wide announcements now go through the tenant platform”).
   
   
8. Monitor, Evaluate, and Iterate: After launching new communication tools, keep an eye on the results. Many platforms will show you metrics like how many tenants read a notification or how many logged into the portal this week. Solicit feedback after a few months – are tenants feeling more informed? Do they like the new app? What do they find annoying? Also, track your own efficiency: are you spending less time chasing confirmations or fielding repetitive questions? Use these insights to tweak your strategy. Maybe you discover that not enough people enabled app notifications – a reminder campaign might be needed. Or you find tenants love text alerts but emails are still useful for detailed policy changes. Fine-tune the mix of channels and frequency of messages to hit the sweet spot. Upgrading communication is an ongoing process, so be willing to adjust and improve over time.
   
   

By following these steps, you’ll gradually transform your tenant communication from an email-dependent system to a modern, multi-channel communication platform. Each improvement – whether it’s faster emergency alerts or a more engaging tenant portal – will contribute to a better experience for your tenants and a smoother operation for you.

Embracing the Future of Tenant Communication

Modernizing your approach to tenant communication might feel like a big change, but it’s quickly becoming a must-have in the commercial real estate industry. Tenants today, whether in high-rise offices or industrial parks, expect communication that is timely, convenient, and interactive. Email still has a place in your toolbox, but as we’ve explored, it shouldn’t be your only tool. 

By leveraging tenant communication apps, platforms, and software, you can meet tenants where they are – on their phones and online – and provide a higher level of service. The result is not only fewer headaches for you (think less chaos during emergencies and more organized records) but also happier, more loyal tenants who feel valued and well-informed.

As you upgrade your communication system, the goal is simple: make life easier for both you and your tenants. Every property is different, so take what works—whether that’s starting with text alerts or rolling out a full tenant communication platform—and build from there. What matters most is taking that first step beyond email and embracing modern tools that meet today’s expectations. 

That’s where Cove comes in. Cove brings your entire building experience into one place, connecting operations, tenant communication, and engagement tools in a single, easy-to-use system. You can send real-time updates, streamline service requests, cut down on back-and-forth, and give tenants a better way to stay connected. Whether you manage office buildings, retail centers, life science campuses, or industrial properties, Cove helps you simplify the day-to-day and deliver the kind of communication tenants expect. Book a demo to see how Cove can support your properties and your team.