Embed Size (px)
Citation preview
Friday 29th May 2020
Comms Strategy for Customers and Staff
Clinic 10 of 11 Please mute
your sound and turn off your
camera Thank you
Housekeeping
• Please mute your sound and turn off your camera
• Please type questions in the chat area by clicking on the chat button to bring up the message box (please note everyone can see)
• We will be recording the session and if the quality is good, (with no misdemeanours), uploading it to our social media channels.
Who are Right
Directions
• Right Directions (Management) Limited are a health and safety, food safety, environmental management, quality management, HR consultancy and provide training to a variety of sectors – mainly leisure.
• We support facilities and organisations with their operational management and we work in collaboration with industry specialists, NGBs and industry bodies, such as CIMSPA, Sport England, Swim England and IQL.
• Right Directions have grown organically over the last 16 years and support over 3000 facilities every year
Welcome to our Tenth
Clinic
Hosted by Caroline Constantine, Gill Twell, Ian Warren, David Monkhouse (Leisure-net) and Sean James (StaffMIS)
• AimTo stimulate thought and discussion on the development of an effective Covid-19 customer and staff communication strategy to support the re-opening of facilities.
• Key factors • Ensure a communication strategy relating to Covid-19
arrangements is developed to provide confidence to customers and staff
• Ensure the communication strategy reflects concerns, needs and desires of customers and staff
• Engage with other stakeholders (clients/landlords) to achieve / maintain a sustainable business model
Using our operational experience including our health and safety knowledge, we have developed a re-mobilisation action plan that may help your organisation and managers to ask themselves the right questions and implement appropriate action.
Please ask questions and please share any advice that you have. We will be
sharing the Q&A’s from each clinic
Quick recap!
• Business Continuity Plan
• Risk assessments for the facility to consider
customers, visitors & staff
• Risk assessment for vulnerable employees
• Response Plan and Team / Mobilisation /
Reopening Checklist
• Risk Assessments – general areas and activities
• Cleaning & Maintenance best practice
• Staff Training
• Signage
• Staff Consultation
• Risk Assessments, Work Instructions &
Procedures
Keep it Simple:- Follow our 4
S’s
Follow the Right Directions 4S’s:
SMILING
2 metres
Social Distancing
SPACING SANITISING
SIGNAGE
Developing your Comms
Strategy
Customer and Staff Communication Strategy
Ensuring effective communication is in place to inform and provide confidence to customers and staff regarding your arrangements to control the spread of Covid-19.
• Development of a Covid-19 communications strategy for customers and staff, both pre and post re-opening
• Consideration of effective methods and timelines to deliver the strategy
• Consideration of communication measures, taking account of customer and staff needs, concerns and desires.
The above are things that need to be considered as soon as possible within your risk assessments and plans. This is not an exhaustive list. Involving your stakeholders and reviewing advice from NGBs, awarding organisations and the government will be critical.
Where do we start:
Points to consider – Developing a
strategy
To get the business back on its feet and give customers and staff confidence in your Covid-19 arrangements, it will be important to have an effective communication strategy.
Think about:
• Your overall objectives – what do you want to achieve?• Identifying stakeholders and consulting with them:
• Customers – David will discuss, including targeting specific groups
• Staff – Sean will discuss
• Defining methods and tools• Timelines – what to do and when (pre and post re-
opening)• Who will help deliver the strategy?
• Marketing and communications team?• Operations team?• HR Department (staff elements)
Where do we start:
Points to consider – What to
communicate
Messages you may want to get across:
• Government notice – ‘Staying Covid-19 Secure’ commitment – showing government guidance has been followed
• What staff and customers can expect on their return – tell them what you’ve been doing to build their confidence
• What’s open or currently closed (activities, changing facilities, café, creche) – phased return
• How they book and pay for activities• What they can expect on arrival• What they can / should not bring with them• Rules, restrictions and expectations – social
distancing, hygiene arrangements, supervision of children
• Staff – revised operating arrangements (refer to Clinic 8)
• Opening promotions• Be positive!
Where do we start:
Points to consider – How to
communicate
A variety of methods and tools may be used to effectively communicate:
• Websites, social media, emails, SMS, press releases, (members / ex members, swimming lesson parents, etc.), virtual platforms (staff) and leaflets
• Once open – PA announcements, digital media displays, banners, signage, face to face comms, posters
• Consider what others are doing and how they are communicating – leisure sector, retail sector
• Industry guidance and material, for example, CIMSPA - Make the Comeback Campaign: https://www.cimspa.co.uk/make-the-comeback-re-launch-campaign-for-leisure
• Keep up-to-date with government and industry developments
Where do we start:
Points to consider – How to
communicate
Keep it simple:
Covid-19 Branded Signage SolutionsPay 10% deposit and receive 3 months interest free credit on your order*
*Payment credit based on minimum order of £500. Full payment required 3 months after order.
www.store.bigwave.co.uk/product-category/signage
FIT FOR BUSINESS COVID 19 CLINIC
Communication strategy for customers and staff – based on the insight from the Post Lockdown Recovery Survey
THE SURVEY
BEFORE LOCKDOWN
SURPRISE
SWIMMERS ACTIVITY LEVELS DURING LOCKDOWN
STRATEGY POINTS
Customers
Customers may be disappointed that there was nothing online for them
Desire to get back – open water?
Confidence on cleanliness, pool and changing rooms
Tips to get back to previous fitness levels
Team
Empathy!
Target swimmers with bespoke communication
Coaching and motivation techniques
Clean, Clean, clean!
OF THOSE WHO WANT ONLINE OFFER TO BE PART OF MEMBERSHIP
STRATEGY POINTS
Customers
Want to see people like me
64.8 aged 25 – 54
Predominately female 79.52%
Missing motivation from instructors 56%
Would spend more money 10.5%
Team
Targeted promotions
Images of real people
Programme to suit age specific times
Build relationship
Up sell
WHAT DID THOSE THAT WANTED TO SPEND MORE AFTER LOCKDOWN, MISS, DURING LOCKDOWN?
STRATEGY POINTS
Customers
43.9% miss the motivation of instructor
29% miss the social aspects of taking part
Team
Maximise interaction between colleagues and customers
Link customers to other customers online
Virtual coffee morning
Pick up the phone
FULL REPORT
THANK YOU
David Monkhouse
07872100538
LinkedIn – David Monkhouse
Twitter - @_Leisure-net @DPMCL
About us…
StaffMIS is a software company,
which provides staff and operations
applications for leisure facilities
• Information management
• Training management
• Action management
• Time management
• Communications
www.staffmis.com
Enables you to reach all staff
Communicate important information
Engage collaboratively towards a
common goal
Develops a cohesive culture
Consistent message
Why Internal communications ?
COMMUNICATIONS
Keep everyone informed regards what
is going on at work
Collaborate on policy and procedure
(HASAWA requirement)
Staff feedback and suggestion
Communicate health and wellbeing
support resources
Communications and Covid-19
COMMUNICATIONS
Post video, thanking everyone,
positive plans
Recognising hard work, calling out
individuals
Positive news stories
Broadcast zoom / other online
meeting events
How Staff Reach has been used
during lockdown
COMMUNICATIONS
Keep everyone informated regards
what is going on at work
Collaborate on policy and procedure
(HASAWA requirement)
Staff feedback and suggestion
Communicate health and wellbeing
support resources
Communications and Covid-19
COMMUNICATIONS
What next…
• Please, if you haven’t booked onto future clinics, grab a slot now, as we only have limited numbers and they are getting booked up
• We are here to help, please let us know and we can support you with:• Writing risk assessments, ON STITCH (virtual / on
site)• Writing your response plan / mobilisation reopening
checklist • Pre-opening inspection audits / Support Days• Post opening inspection audits• Reviewing your procedures to include Covid-19
• We are currently developing online ‘Frontline Staff Pandemic Awareness Training’ which will be available before facilities open
Questions and Best
Practice Tips
•Over to you
Questions and Best
Practice Tips
Questions are copied directly from the Teams chat, apologies for typos and grammar mistakes.
• Question: Are we allowed to substitute "social" with "safe" when talk about distance. It sounds more positive and welcoming?
• Response: There is no reason why you shouldn’t use ‘safe’ rather than ‘social’. Indeed, many businesses are simply saying ‘keep your distance’ etc. in their communications. It is important you indicate the current guidance though through floor markings/signage at the relevant distance. In addition, it will be more cost effective not to refer to any specific distance, e.g. 2m, as if that does get reduced, you would need to replace all signage.
• Question: How many organisations are considering children's activities as part of the first stage of reopening?
• Response: Children’s activities may take place following a risk assessment, provided government guidance allows. Consideration should be given to ‘what’ activities can be safely undertaken whilst maintaining a safe social distance, along with what is going to be practical to open. For example, soft play areas, ball pools etc. will require a lot of cleaning making them possibly impractical to open. In addition, sites will need to consider what is financially viable if numbers are reduced.
• Question: How should we communicate with clients and councils?
• Response: We would advise that you take the lead and not wait for them to contact you. Be in control, contact them as soon as possible and tell them what you are doing to prepare for re-opening. It is important they have confidence in your arrangements and may be more supportive, especially where you may struggle financially, if they know you’re doing everything you can to re-open safely.
• Question: How should we communicate with children?
• Response: There are specific rules related to marketing to children and therefore communications must be with their parents/guardians. When considering the signage used within the facilities, you may wish to think about how children will view it and comply with it, i.e. through the use of symbols. Once re-opened, the use of PA systems may also be an effective way in which to communicate safety messages to children, along with of course, direct communication from staff. Children will pick up on the new rules quickly, especially as they will be told to follow them at school.
Thank you –we hope you
found the clinic useful
• Please email any questions that you wanted to ask but didn’t to [email protected]
• The recording will be on social media and our website if the quality and content is good enough
• Please click here to leave feedback
Useful websites • Government UK Guidance for employees, employers and businesses here
• UK Government/Public Health England Advice here
• NHS Advice here
• Health Protection Scotland Advice here
• Public Health Wales Guidance here
• Public Health England Useful Resources here
• Guidance on Expectant Mothers here
• Guidance on Cleaning and Disinfecting, including contaminated areas here
• HSE: Latest Information and Advice here
• CIPD Advice here
• IOSH Guidance here
• Pool Water Treatment and Advisory Group (PWTAG) Advice here
• The RCUK and RLSS UK guidance on teaching and performing CPR can
be sourced at: here
• Ofqual recognised Awarding Organisation, manikin hygiene information here
