Discussion Notes from Tools & Technology for Front of House Session at TLCC2012

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How do you get FOH to use Tessitura?

Create custom reports for them.

Move their House tickets to holds rather than giving them hard tickets to make them log into Tessitura and do the work.

Give people access to Tessitura so they realise that the information they need is in there.

Let them know they can see trends and make analytical staffing decisions based on the data, e.g. Capacities, Closing areas, bars that aren’t needed etc.

 

NSCAN

Is there anyone who doesn’t use NScan but is using PAH? – a resounding no!

Anyone collecting ticket stubs to mark as attended later? – again no one in the room.

Give FOH access to the NScan system tables so they have responsibility for updating performances if needed.

Issues with people exiting the programme.

·         There is a password needed to get out of the application into the programme, make sure scanners are re-booted and then it should open from the app and then require a password to exit into the Windows menu.

·         Change the passwords regularly to stop people working them out.

·         Write into the policy that they shouldn’t exit the NScan programme.

Are there issues with pushing it out? Older volunteers find it more difficult?

·         General consensus was no, that they all seemed to take to it easily.

·         Try refresher training with those that are assigned to scanner duties pre-show.

·         Create a CSI so any issues can be documented.

·         Create policies for use.

·         If scanning fails, have procedures in place ahead of time. (tear off barcodes to be scanned later).

Issues with volunteers not checking when an error tone is heard.

·         Try getting them to address the patron by name (they then need to look at the scanner too), change the scan noise to something else that doesn’t clash with the error sound.

·         Make volume louder.

Are there issues with scanning ticket from iPhones etc?

·         Generally no issues, they can scan the tickets, the issue comes if there are a large number of tickets on the attachment that need to be scanned as scrolling through them can be an issue.

·         Some issues with scanners not being able to scan due to reflection on screens, not see in many venues however.

 

PRINT AT HOME

Tips on moving to PAH

·         Make sure you fold the piece of paper, so you can check if folds are likely to fall over barcodes if paper is folded in a standard way

·         Make the ticket portion of the PAH ticket the same lay out as the hard tickets, helps FOH if info is in the same design.

·         Make sure you add info on the web about adding the e-tickets address to a safe sender list.

 

 

IPADS etc FOH

Carnegie Hall iPad app for FOH - Development process, questions asked.

·         Look at what people need

·         Analyse the basic flow of data they need

·         Get rid of all the paper needed to run a show, move to digital

·         Give them tools to troubleshoot

·         Real time info needed

·         What other reports do they need?

 

Birmingham Hippodrome – FOH use an iPad to render SSRS reports, using Tessitura information on the move.

Using an app to render the SSRS reports, hold credentials securely.

 

Do people give access to Tessitura from iPads/tablets?

Yes, make sure you survey your wireless to make sure it is strong enough. You can access via VPN to authenticate.

 

USHER MANAGEMENT

Use to manage your volunteers this engages them in using it further.

The Alliance Theatre uses Tessitura to schedule their ushers.

·         Set up a performance for each night.

·         Sell “tickets” to the house for attendance

·         Available on the web as a separate website for the ushers to access and book themselves in, this is linked to their account in Tessitura.

·         Reports can then be run on how many ushers are scheduled to work, using standard Tessitura reports.

·         Set up scanning so that you can track their attendance, time of arrival, time left etc.

·         Give ushers ranking so that certain ushers can access opening night performances etc.

 

FEEDBACK FROM PERFORMANCES

·         Add CSI’s (even if resolved on the evening)

·         Move incident reports into CSI’s

·         Have a guest services table in the lobby with a pc, it is easier to record issues then.

·         CSI’s can be attached to a customer’s record if known, or create some general accounts to deal with specific issues, Heat, Catering, Performance –( you can break it down as much as you like.) This is an easy way to collate feedback via the CSI reports.

·         Work out with FOH what categories and activities they need to best record issues efficiently.

·         You can then email the CSI reports to specific people as needed.

·         Send out post show surveys to customers

·         Send out emails to customers you receive complaints from, that has a list of FAQ’s it makes them realise that you are working on issues etc.

 

ISSUES OUTSIDE THE HOUSE

How do you deal/communicate to patrons with regards to issues that happen outside the house?

·         Certain States have mobile apps that deal with parking e.g. Parking Panda that give info to customers (Pittsburgh Cultural Trust/Woolly Mammoth are involved with companies that run the apps).

·         E-Mails work!

·         A-Boards

·         Get the ushers to talk to the patrons, well versed volunteers can really help deal with issues.

·         Radios can be used to get the message across to essential staff.

·         Have back up plans for Disaster Recovery.

·         Phone lines down – subscribe to Skype or Google Call so you have a way of contacting customers.

·         Box Office Google account for email just in case.