Streamlined Contactless Check-In
Men's Conference
A Calgary church hosted a men’s conference in 2021 while the Covid-19 pandemic was prominent. The conference was originally scheduled in 2020 but was rescheduled to 2021 due to the evolving scenario related to Covid. Due to challenges with isolation requirements and acknowledging that some of the attendees would choose not to attend an in-person gathering, the decision was made to host a hybrid event: both in-person and online.
Pulse Retail Systems (PRS) supplied its SMS/Pro technology, associated strategic consulting and management of a solution that fulfilled the requirements identified for the event.
- Client: Men's Conference
- Solution:Contactless Check-In
- Date:2021
- Sector:Event Management
The Challenge
The in-person/online hybrid conference was held amidst a backdrop of uncertainty, evolving restrictions, guidelines, and compliance regulations during the Covid-19 pandemic.
The organizers required methods to check-in attendees with a minimum of physical contact points to minimize the potential spread of the virus. Along with this, the check-in process needed to:
The organizers required methods to check-in attendees with a minimum of physical contact points to minimize the potential spread of the virus. Along with this, the check-in process needed to:
- accommodate government contract-tracing requirements and
- communicate the host site’s regulations and protocols to the attendees.
The Solution
Communication Starts at the Door
PRS created posters that were posted at the doorway to the facility; the posters explained the process for a text-initiated check-in. A QR-code placed on the poster could be scanned as another method to facilitate the check-in process.
The check-in process was effective because it was easy. Out of 101 attendees, 100 checked in via SMS … and the only person that didn’t check-in using the SMS capability didn’t have a mobile phone!
The check-in process was effective because it was easy. Out of 101 attendees, 100 checked in via SMS … and the only person that didn’t check-in using the SMS capability didn’t have a mobile phone!
Compliance - Easy, Efficient & Effective
As soon as they sent the SMS text to check-in:
All these problems were resolved by the SMS-based check-in process.
- the data required by provincial authorities (telephone # and the date/time) was captured
- a link was returned to the attendee to review site protocols, including mask compliance and social-distancing requirements
- additionally, a list of self-service options to answer questions regarding the day’s schedule, lunch options, bathroom locations, and other frequently asked questions was sent to the attendee
All these problems were resolved by the SMS-based check-in process.
Effective communication Leads to a Positive Attendee Experience
Because the system responded immediately when an attendee sent in a text message, it provided a positive experience. When people ask a question or make a request, if you respond quickly, they are going to be satisfied with the communication process. If you don’t reply (or don’t reply fast enough … as is often experienced with email), their satisfaction level is negatively impacted.
Feedback Requested. Results? Enthusiastic Participation & Meaningful Insights
At the end of the event a short feedback survey, designed in consultation with PRS, was sent via text message to each attendee. A draw prize was provided as a small incentive. Within 5 minutes, 45 men filled out the survey (45% response rate)! Full results of the survey were sent to the event organizers within 15 minutes!
When you compare that to a paper model, it provided results that far exceed expectations. With a paper-based survey:
In this case, the survey was automatically sent to each attendee: they didn’t need to do anything to initiate it.
When you compare that to a paper model, it provided results that far exceed expectations. With a paper-based survey:
- there are printing costs
- errors or adjustments to the survey cannot be accomplished without reprinting (and certainly cannot be accommodated quickly)
- results need to be transcribed (data entry) and then analyzed, so results aren’t available in a timely manner
- participation is poor in most cases because it requires a bit more time and effort
In this case, the survey was automatically sent to each attendee: they didn’t need to do anything to initiate it.
Outcomes
Studies show us that, on average, +99% of people will read a text message within 3 minutes of receiving it. At this event, they initiated the text message conversation and were expecting a response … so they were going to read it!
The organizers had a lot of things going on with the move to a hybrid event from an anticipated in-person event. They didn’t need to concern themselves with the process or the communication (other than to review it). PRS provided excellent value for the organizing team: they had peace of mind because of our knowledge, experience, and competence.
It proved to the organizers that SMS-based technologies were an accepted (and even preferred) method of communication. Today, organizations are developing mobile apps in an effort to be technologically current, but many people are experiencing application fatigue and view an application installation as another unwanted friction. SMS is a native app on a mobile device, so no additional app installations are required; this makes it effective and accepted while remaining relevant.
From the attendees’ perspective, there were uncertainties around attending an in-person event; these uncertainties were calmed with the realization that processes were in place and questions could be addressed promptly.
At the end of the day, the solution proved effective:
The organizers had a lot of things going on with the move to a hybrid event from an anticipated in-person event. They didn’t need to concern themselves with the process or the communication (other than to review it). PRS provided excellent value for the organizing team: they had peace of mind because of our knowledge, experience, and competence.
It proved to the organizers that SMS-based technologies were an accepted (and even preferred) method of communication. Today, organizations are developing mobile apps in an effort to be technologically current, but many people are experiencing application fatigue and view an application installation as another unwanted friction. SMS is a native app on a mobile device, so no additional app installations are required; this makes it effective and accepted while remaining relevant.
From the attendees’ perspective, there were uncertainties around attending an in-person event; these uncertainties were calmed with the realization that processes were in place and questions could be addressed promptly.
At the end of the day, the solution proved effective:
- validated data
- engaged attendees, and
- an efficient process.
