We all know what it’s like to have to wait a long time when a store employee asks a colleague or manager for information. Imagine it’s an emergency. How can a retail employee quickly raise the alarm? There are countless stories about store staff being confronted with verbal and even physical attacks, often during shoplifting.
Recent research shows that 85% of European retail employees are concerned about their safety due to the increase in theft and crime in stores. As many as 87% of store employees are concerned about the lack of technology to recognize safety risks and criminal activities.
In an emergency, every second counts. Real-time communication helps to make quick decisions, reducing risks and effectively addressing the situation. It narrows the gap between an incident and the response to it, ensuring that everyone involved – from employees to emergency services – is immediately informed and can coordinate their actions. This coordination is crucial for the safety of both employees and customers.
Retailers can learn a lot from the way organizations in public safety, utilities, healthcare, and other retailers set up their communication platforms for emergencies. For example, there are similarities between the retail sector and healthcare, including technological tools that can be used to facilitate and support emergency communication. Knowledge from other sectors is therefore essential.
Emergency communication tools indispensable
In practice, many employees and managers in the retail sector find it difficult to get information to the right people in a timely manner. In addition, the use of multiple communication channels often leads to confusion and a lack of clear priorities.
For example, a fall detection function sends an emergency signal to a predetermined list of emergency contacts. This happens if a device hits the ground and the user does not cancel the warning within a few seconds. Thanks to the GPS technology in the device, someone can respond quickly, maximizing the chance of recovery.
There are communication tools that can improve response time in emergencies. For example, a push-to-talk (PTT) function is very valuable in emergency situations, especially when a store employee is in mortal danger and needs to hide, or when they need to ask for help in a discreet manner. By holding down the button, others can hear what is being said.
Access to PTT, voice calls, and messaging should be merged into a single app, with profiles that can be managed for more targeted communication dissemination.
Although PTT supports both group and 1-on-1 conversations, a one-touch or speed dial option on employees’ mobile devices is a valuable addition. This allows them to quickly make contact and, if necessary, leave a message for the person they are trying to reach.
More than just technology: think about protocols and training
Once a company has chosen the right platform, it is crucial to establish clear protocols for the use of communication technologies during emergencies. This includes assigning roles and responsibilities, as well as establishing procedures for regular checks and system maintenance.
In addition, once the system is operational, it should be tested regularly and its performance monitored daily. By training teams frequently and in a timely manner, employees will be confident in correctly selecting and using the various functions during real emergencies.
A technical problem is the last thing anyone wants in an emergency, when the platform is needed most. Few things are more frustrating than losing wireless signal when you need to make a call or send a message.
By simulating an emergency, it becomes clear how well a team can call for help and respond to calls, and where there is room for improvement. Once it is clear what the user experience should be, the feasibility of different communication packages can be assessed more quickly and easily.
A step towards better safety
When implementing new communication tools and processes, it is very important to actively involve as many employees from different functions and departments as possible from the outset. It also helps to identify the specific needs of a company, both from a user experience and a technical perspective. This allows you, as a retailer, to better understand how to set up the communication platform, both in the front line and from the back end.
Involving employees early in the selection and implementation process also helps change managers create ambassadors
Are you a decision-maker in the retail sector? Then consider what tools you have to respond quickly in emergency situations. Real-time communication with the right people is of great importance, even if an employee cannot speak themselves.
This is a submitted contribution from Kevin Tapscott, Leader of Global Solutions Center, Zebra Technologies. Click here for more information about the company’s solutions.