Random thoughts on art, technology, stuff, and occasionally Real Estate: Creating an Online Policy and Procedure Manual

Good morning Cher. You are the BIC and if you wish to make it mandatory that they read and comply with the on-line Office Policy Manual, then you have every right to make it a condition of their independent contract.

May I approach this from an HR/Personnel point of view? I worked in Administration for several years for a mayoral agency and they routinely conducted roll call briefs before the start of our tours. When they wanted to really make a point this is what we had to do in Admin to ensure we distributed our information to everyone:

1. Create a post order folder for your administrative memorandums for distribution that can be reviewed at any time. Number them in chronological and date order. Today is 11/19/08 but the memo would be #001/08A because its the first admin memo requesting compliance to a policy. Memo # first, year second makes it easy to keep a log. If it is a training program, the Programs POF (post order folder) would be #001/08P. A for Admin P for P programs, or what ever you choose to use to categorize the group. The point being they made us all each sign seperate memos or a sheet with our names in alphabetical order, signature and date line with witness initial box, that we received items of information and that we would be responsible for keeping up with the rules and regulations, policies and procedures of the organization. This was done so that if something changed there would always be a record of who received the change, the exact moment that it changed,  and when they (or we) were aware of it. In addition, because it was always available for review and inspection, it killed the "I lost my copy" crap.

2. Having the P&P on-line makes it accessible to all and saves you the expense of having to print X amount of copies for all of the distribution points, however, a full copy should be always be available in print form in your office so the "I don't have Internet access right now" moments are a mute point.

3. When ever you make a change in policy, e-mail everyone in a massive group email, then make a brief meeting to have an attendance sheet to verbally tell them they are responsible for making themselves familiar with the updated changes and if they have any questions, this is Q & A time or that you are going to set up an IM chat room to discuss it.. (Keep the IM transcripts, burn 'em to CD monthly)

I can go on and on but when you have an office policy you want to be able to prove that when someone breaks the rules they should have known better and the sanctions for the really important stuff were known to them. In my office, contacting someone on the do not solicit list or do not call registry in violation of state and federal laws, not to mention office policy, results in the agent having to not only pay their $$ fine, but they (we) have to pay the brokerage fine from the state department as well. We pay for our own mistakes in my office. There is no such thing as inadvertent when it is a very important matter. You want to be clear what is the most important points of order in your P&P re-cap.

(BTW - go post this in Club Chaos so they guys can weigh in. I think this is going to be a very interesting conversation.)

Enjoy your day. Love, C.

C:  Thank you!  Added to Club Chaos.  

Since Bob and I have always pretty much operated like a Mom-and-Pop shop; and we've always run the business by simply trying to do the right thing, this whole affair of making rules for other people, and managing other people's behaviour is new territory for me.

Cher, I can understand that. I am retired law enforcement and believe you me when I say they made us memorize law and lots of rules and regulations. We had mad rules, and I am still trying to shake the para-military attitude that I have (LOL). Add being anal retentive into the mix and oh my word (LMAO). Honey, we could talk all day about making rules. ;-)

Did you know when I studied for the Captain's exam they gave me a disk with hundreds of PDF files that translated into printing out over 4,000 sheets of paper regarding government policy and procedure, agency rules and regulations, the administrative code, and host of other consent decrees I will not bother to mention? Imagine having to learn all of that to answer 100 random questions. I retired 3 weeks before I was slated by teletype to enter the training academy for my promotion. My son Noah is autistic and the therapy and child care schedule was just too much for an elderly babysitter to handle. So I became a stay at home mom. A couple of years into it I started going back to college and got my paralegal diploma and am still chipping very slowly away at an advanced degree.

I may have to stop going to school because law and computer classes are mad expensive and I am a cash pay student while trying to kill my previous student loans and other bills. I hope the market improves because I am contemplating some serious budget cut backs. I hate putting my degree off but I may have no choice in the matter. I'm paying rent and a mortgage too.They have dibs over a parchment paper. :-)

I will be happy to assist you guys any way I can. I am very good with personnel and admin issues. I can have you guys acting like a billion dollar government agency in no time flat (LOL). It's what I used to do... :-)

Featured @ Club Chaos

You are doing a good service putting this together.  I worked on mine for six months and rarely have to make a change.  You are actually helping your agents!  My agents are required to sign a form saying they have read and understand the online policy and procedures manual.  I keep the hard copy as well as scan it to an agent file.  You never know...

Very good point Melodious. Scanning it into a digital file can be quite useful down the road as well. One never really does know when it may be needed to arbitrate a point, does one? :-)

I'm still working on the paper version. Never thought of posting it online. Is it in a secure area?

Erica, at this point, no its not in a secure area, since there really isn't any kind of personal information there, nothing private.

I didn't initially post the link, since I wasn't sure if it was appropriate,,,, but what the hey.... here it is  http://www.bobtaylorproperties.org

It's appropriate because it's your blog post. I'm still writing notes on what I have read so far. I will e-mail you some thoughts on the subject. Love, C. :-)

Cheryl,

I think it is a great idea to have it online, and perhaps have the agents sign that they have been advised.

THanks for the post! I really appreciate that link, too.

I just finished reading this and you have answered some of my own questions.  but what is a digital file if it's already online?  It's terrible we live in such a litigous society, and hey CA is one of the worst.

CTann- Any help you want to send this way would be great.....I am further behind, and really don't know what some of the things are.

Kathy -- I think CT is thinking something like a PDF file.  Which means at some point I will still need to muddle around with a "turn-your-blog-into-a-book" tool

Hi Kathy,

It is a great idea to have the manual on line.  This way you have total control over versions and corrections and you do not have to collect the old paper versions and throw them away.   

You can secure the digital version with a document password and you can secure it so it with an editing password so it can not be edited. 

Lastly, in order to make sure the agents have read it you can email them a document to them requiring their digital signature.

...no need for outdated scores of paper copies in the work place.

Kind Regards,

John Petrella, REALTOR®
ABR®, GRI, Principal Broker

Local Hawaii Real Estate
Honesty • Integrity • Commitment

Direct: 808.640.3953
Email:  Local@LocalHawaiiRealEstate.com
Web:  LocalHawaiiRealEstate.com

REALTOR® is a federally registered collective membership mark which identifies a real estate professional who is Member of the NATIONAL ASSOCIATION OF REALTORS® and subscribes to its strict Code of Ethics.

I have a printed version that all of us at our Firm review the first week of January. I had not considered having the "review" via an online version! THANKS for that idea!

Great idea putting the policy manual online. Easier to update, and refer office members to it. The key will be to have some sort of verification that agents are reviewing it regularly.

Hi Cheryl Johnson,

It has taken almost a year to complete our Policy and Procedures Manual.  The Draft is up on line in pdf format at the company web site with a password so that the agents (and our Lawyer) can use to open and review it.  The edit function of the manual is also password protected. 

I did not purchase a templated document from an online vendor.  I used MS Word.  What a lot of work!!!  The table of contents was just down right tedious, so tedious I almost went out and purchased a templated "fill in the blank" document. 

My gosh, there is sooo much more to do!!!  I forgot to write a Do Not Call policy.

I relied heavily on the resources provided by the National Association of Realtors published Field Guide to Real Estate Office Policy Manuals, Hawaii Revised Statutes, Chapter 467 Real Estate Brokers and Salespersons, Chapter 436B - Professional and Vocational Licensing Law , Chapter 91 - Hawaii Administrative Procedures Act and Title 16 Department of Commerce and Consumer Affairs, Chapter 99 Real Estate Brokers and Salespersons, REBAC® and the REALTOR® Code of Ethics.

And...

http://www.hud.gov/offices/fheo/FHLaws/index.cfm

http://www.civilrights.org/issues/housing/fairhousing/federal.html

So far here is what I did remember to cover.

Purpose of this Manual
Notice
Copyrights
Disclaimer
Mission Statement
Company History
Company Relationships
List of Services
Target Market
Marketing Analysis and Plan
Confidentiality
Smoking Statement
Anti-Discrimination and Harassment Policy
Fair Housing
Agency and Duties
Memberships
Vehicles and Vehicle Insurance
Taxes
Professional / Business Expenses
Independent Contractor Agreement
Commissions
Bonuses
Miscellaneous Expenses
Termination
Advertisements
Key Management
Housekeeping
Sales meetings and Training
Floor Time 
Documents & Document Management
Special Clauses
Listings
Offers
Loan Approval Letters
Policy for Better Seller Representation

...and the document still needs active links and book marks so it will be easier to naviagte and locate different subjects! 

Kind Regards,

John Petrella, REALTOR®
ABR®, GRI, Principal Broker

Local Hawaii Real Estate
Honesty • Integrity • Commitment

Direct: 808.640.3953
Email:  Local@LocalHawaiiRealEstate.com
Web:  LocalHawaiiRealEstate.com

REALTOR® is a federally registered collective membership mark which identifies a real estate professional who is Member of the NATIONAL ASSOCIATION OF REALTORS® and subscribes to its strict Code of Ethics.

John, it sure is a lot of work!  You got that right!   I am still not quite finished.  

One good thing about the online format is the ease of making additions and changes.

Cheryl,

Thank you so much for posting a link to your Policy & Procedure Manual.  I have been attempting to work on an on-line manual too and it is quite a project.  Right now I have tons of notes, old manuals, NAR info, PA Real Estate Commission info and a basic outline.  Reviewing your contents will help jog my memory to make sure I am not missing anything critical. Just skimming your index, it looks like you have covered it all. 

To answer your question, yes, I would add something, to the contract (if it isn't already there), to the effect that they have read/understand/agree and have them sign it. The PAR Independent Contractor Agreement includes the following language:  Policy Manual - "Any office policy or rules and procedures manual now existing or hereafter adopted or amended shall be binding on the parties." 

I do plan to have a printed copy (loose-leaf binder so changes/additions can be done easily) available in the office for quick reference (no, "the cat ate my computer & I couldn't read the manual", excuses ;-) ) and to show briefly during interviews with potential associates. 

John, thanks to you too for your input.  I have looked into a template too.  The NAR Field Guides are a great resource.  I refer to and use them quite often.

Camille Robinson

Cheryl, YES, writing a manual is always 3 times more work than you think...and I write manuals professionally!  So I know it takes quite a bit of time and effort.

I write in Microsoft Word and then post to a secure network as .html files (online help format) from Adobe RoboHelp.

Join my NEW group for professionals who work from their home office at http://activerain.com/groups/virtualoffice

Regina P. Brown