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Crowd Management For Scanning
There are some simple well proven steps to ensure your scanning is as fast as possible. Follow these instructions to obtain up to 1000 scans per hour /scanner or you may end up with frustrated patrons and entry mayhem.
It's imperative to do a trial run of your scanning system a few days before the event and train your staff and volunteers prior to the event. Technical issues are the last thing you want to be thinking of on the day of your event.
1. Set up your event entry so that you have a 2-3m gap between the entry point and your line. This creates and air gap which will allow you to sort out those who have tickets ready from those that don't.
2. Have a person greeting patrons well before they reach the scanning point. This person sole role is check that they have their tickets, they are holding them one per person and if they have a phone ticket it's ready for scanning. This person DOES NOT allow anyone to progress who is not ready or doesn't have a ticket.
3. If you have a queue waiting, have another person walking the line, preparing and finding those patrons who have ticket issues and sorting these out.
TIP: Ensure to instruct patrons to:
- Have their tickets fanned to display the barcode ready for scanning
- If children cannot hold their own tickets ensure the parent has the tickets fanned out including their ticket and folded in half to keep them together and with the barcode ready
- If the person has their tickets on the phone, make sure their brightness is turned up
4. Position one person at each entry point with scanning equipment. The scanning person sole role is to scan and NOT deal with any issues. People with ticket issues MUST be identified prior and dealt with prior to reaching the scanning point for speed and success on scanning.
Warning: Failing to follow these instructions can mean that people will come up to the entry point to ask questions, fumble to find tickets in their bag, or present tickets in a pile not displaying the barcode. The procedure can then take 2-3 minutes at the gate, leading to extremely long wait times for your patrons.
Tips With Scanning
- Hold the scanner about 8 – 10cm away from the barcode.
- Press the button down which will show a laser light on the paper.
- Shine this light on the barcode and if you don't get an immediate read, just flex your wrist and scan from the top of the barcode to the bottom of the code to find a region that is going to give a good scan.
- The scanner will stop scanning after a few seconds, so just press the button again.
- Ensure the cursor is flashing in the box on the screen of the computer.
- Prepare your patrons in line, ask them to fan their tickets so the barcode is clearly visible on each ticket for a quick scan.
- At times when a ticket will not scan, you can simply key in the last set of numbers AFTER the dash (-) from the set of numbers under the ticket barcode.
- In direct sunlight, you may struggle to see the laser light, so consider using your body to shade the ticket barcode so the light is easier to see.
- Please remember you are using laser scanners, so do avoid shining them in any person or animal eyes, always point them downwards away from your patrons / colleagues.
- Have a HELP Desk set up who will take any “problems” out of your queue to ensure your line keeps moving.
- Ensure you train your volunteers on correct use, what to do if this happens and how to keep a line moving.
- If you have different tickets such as 3 days passes, day passes, consider setting up different lines if you can to allow a quick visual as well to happen.
- Give “value” to those that have pre-purchased tickets, ensuring there is a special queue for these people and if possible give them priority for entrance. You need the message to go out that they should pre-purchase next time round.
What To Do If?
- A ticket won't scan. Each ticket has a set of numbers under the barcode. This is the ticket number with the first part being your event ID – ticket number. If you are not concerned about the event ID or are checking it, just enter the last set of digits after the dash (-). This will tell you if the ticket has been presented already or not.
- A Person arrives without a Ticket. It is NOT the job of the scanning person to deal with this person. Please refer this person to a Help Desk and remove them from your queue. At the Help Desk, (away from the queue) they need to have a printed out report there (or access to computer with internet to look it up). They look up the person's name who the booking was made in, they check their ID and write up a slip with the ticket number on it. If you need to use a report, run a report called Export Data, select Booking First & Last name and Ticket number.
TIP: Some people ask for Credit card authority to be signed at this point in case these tickets are presented at a later stage.
- No Number on the Ticket. Some home printers may miss printing the barcode. In this case, send this person to the Help Desk who will look up their booking and confirm their ticket number and write up a slip with it. Their ticket will have the name of the person who made that booking.
- Scanner Stops Scanning. Check that your scanner cord is still well connected to the computer. Check there is power to the computer. Try another scanner in that computer. Make sure you are pressing the trigger and that your cursor is in the small box on the screen.