This is the second part of our conversation with the Wharton Trust in Hartlepool. They have been telling us about their experience with our new visitor app, see here for the first part of the interview.
Edward: Could you give me examples of some conclusions you have drawn through the data on visitor footfall?
Sacha: Well, first off updating our trustees on what is happening at The Annexe is much easier. We have data to share with them immediately available and don’t have to ask staff members for reports. We can look at the graphs in Twine, which are excellent. That is such a quick way of understanding, for example, what our peak times are and how we need to staff those.
We have also realised the value of data more broadly: seeing how easily we get really useful data through Twine, we now want to track other things. We are thinking about creating our own tool to map community engagement during our door knocking campaigns.
Edward: That sounds very interesting! So, the difficult questions, and problems with the app?
Sacha: I think there’s a cultural shift element of getting people to use it. Visitors have, for the longest time, just walked in and greeted the receptionist. We know them and see them each week. So there is some time and commitment required to get them used to digital tools.
In addition to that, we think it's essential that one staff member takes on responsibility for it. We all understand the app because we've had training. But someone needs to help people with the sign up process, and encourage them to sign in, at least in the beginning. That's not because the app is difficult to sign up to - it isn't. But people lack confidence to just do it themselves, and it helps to have a friendly staff member there. However, if we all think "it's everyone's job", then nobody will have time for it! The Twine team should help identify that person – someone who is friendly and in a position to greet people anyway.
Edward: Thanks for that! We’ll make that a standard part of our workshops. So overall, how do you feel about it and what are you looking at doing in the future?
Sacha: It’s been great so far and we absolutely will continue using it and definitely subscribe to it for next year. We are making some new business cards, with info on our services. We want to combine the sign-in cards for visitors with those!
Edward: Wonderful to hear. Thanks for your time!