Message Center Best Practices

Modified on Wed, 23 Apr at 2:07 PM

Purpose (Why we do this):

Entrata’s Message Center is a great resource for getting special and community information out via email. It is crucial that our communication is well written, organized, informative, and on-brand.

When using Message Center, please make sure to keep your messaging professional and free of grammatical errors. Sending messy emails with spelling and grammar errors affects Horizon's professional image and takes away from the message we would like them to receive.

Policy (What you're supposed to do):

Message Center communications should go out to leads and residents at least once a week to keep them engaged with our community. It is best practice to use message center when communicating the launch of a new special, renewals, deadlines, and community updates.

If the special message is in regards to a waived application or waived admin, please be sure to include asterisks with the message "On approved credit only" as it will be the prospect's responsibility to pay these fees if the screening should come back as Failed.

*It is important to remember that any mass communication does not replace personalized follow-ups.

Procedure (HRA Way!):

Communication sent in Message Center should always include a branded email banner or poster format. Check out the customizable email banner templates in Horizon's Canva account!

If you’re unsure of your property’s brand elements and tone, please see the Creative Portal > Brand Tool Kit or your site’s Design & Marketing Guidelines.

Please follow the Message Center Marketing Guidelines SOP.

Steps to create a Message Center in Entrata:

Tools>Message Center>Create New>Email>Choose Email Recipient List>Save & Continue>Choose Layout>Save & continue>Schedule Email

Every email sent should include:

Logo Header & Footer
Personalized Greeting with Lead/Resident First Name (Merge Field > *RESIDENT_NAME_FIRST* or *LEAD_NAME_FIRST*)
A Link (or Button) To Our Website
Example: Application Page, Resident Portal, Floor Plans, etc.
Property Contact Information
Call to Action
Urgency
Social Media Buttons
Team or Personalized Signature of the Sender

Emails should not include:

QR codes
Logos on your designed graphic
Contact information on your designed graphic

Find a Message Center Checklist attached.

Here are additional resources to help your email stand out:

maxbuttons.com/button-generator/ – Button creator
emailcountdowntimer.com – Countdown Timer
Sendcheckit.com – Subject Line Tester
EZgif.com - GIF Generator
Grammarly Chrome Widget – Identifies Grammar/Spelling Errors and sentiments on Web Pages

Please see "Message Center Marketing Guidelines" PnP for when to use "marketing message" toggle.

Resources:

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