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Crowd Management For Scanning
There are some simple and well proven steps to ensure that your scanning is as fast and efficient as possible. Follow these instructions to obtain up to 1,000 scans per hour / scanner, or risk ending 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 an air gap which will allow you to sort out those who have tickets ready to scan from those that don't.
2. Allocate a person to greet patrons well before they reach the scanning point. This person's sole role is check that patrons have their tickets, that they are holding them one per person or if they have a phone ticket they check that it is ready for scanning. This person DOES NOT allow anyone to progress who is not ready or doesn't have a ticket. This saves precious time and provides for greater ticketing efficiency further on.
3. If you have a queue waiting, allocate a person to walk down 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 (including theirs) fanned out and folded in half to keep them together and with the barcode ready.
- If the person has their tickets on a phone, make sure their brightness is turned up.
4. Position one person at each entry point with scanning equipment. The scanning person's sole role is to scan - and NOT to deal with any issues that may arise. 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 may result in a large number of people coming 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 reading.
- 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 that 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 that you are using laser scanners, so avoid shining them in any person or animals eyes and 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 that you train your volunteers on correct use of technology, what to do if something happens and how to keep a line moving.
- If you have different tickets such as 3-day passes or single day passes, consider setting up different lines where possible, to allow for greater efficiency.
- 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 to communicate the message that they should pre-purchase next time round.
What To Do If?
- A ticket won't scan. Each ticket has a unique 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 whether or not if the ticket has already been presented.
- A Person arrives without a Ticket. It is NOT the job of the scanning person to deal with this issue. 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 search 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 if is power to the computer. Try a different scanner with the same computer. Make sure you are pressing the trigger and that your cursor is in the small box on the screen.