Resident Engagement Platform Data: Considering Limitations
Do engagement platforms save time, drive efficiency and build connections?
Yes, and...
A bit of data coming out these past few weeks from engagement platforms and senior living operators! Kudos to the companies capturing data. It's not as easy as it looks; especially longitudinal studies. Research is most often published to tell a success story. Validate a case study. A sales strategy. Almost always leading with the obvious benefits.
Here is a “real world” analogy that I equate to research presented without reporting on the limitations along the path to success.
Exhibit 1 - Family Vacation
Pretty pictures; sandy beaches, ski-apres smiles, sunset family portraits, matching Disney outfits, roadtripping through National Parks. You can report out all the magical moments and abounding love. What you do not see in pictures are, if you will, the limitations. Perhaps the sandy beach canopy snapped in the wind, the ski-apres drinks are accompanied with cold hands, tired legs, hangry screams and MIA restrooms. The sunset portrait hides the photographer in the background making silly faces while lying face-first in the sand. The Disney vacay omits the depletion of your savings account spent on overpriced food, drinks and light sabers. That road trip image is void of the flat tire, public restrooms with overflowing sewage and wrestling matches that make you snap as a parent. This is not even addressing flight delays, lost baggage or logistical mishaps.
In every research project there are limitations! No research is perfect. Human subjects are even more difficult to study!
From someone has been on the both sides of implementation and adoption at the community and operator level with technology solutions here are a few insider observations:
✅ Time saved in doing mundane, routine tasks such as calendaring events or searching for new ideas - check
✅ Automated reminders, electronic birthday, contact and participation lists. Integrated systems that share data - especially who is in community, and not.
✅ Resident profiles, interests captured, resident matching ideas, "try this" suggestions at your fingertips. So long as accessibility is available to all that need to see it.
What is missing in the data:
⏹️ The time, effort and individualized education and training needed to master the application. This includes residents, families and staff. Senior living is a dynamic environment, an ongoing movement of people. Never stagnant. A 24/7 operation. Three shifts. Have you ever pondered what a receptionist needs to know in a senior living community? Do you have a module on "reception training"? I would highly recommend it!
⏹️ When you introduce a technology to staff, residents and family, the number one thing most people need is access to support when a question arises, not on a scheduled weekly or monthly call. Not in a staff meeting. Rather, in the moment.
While people love helping, troubleshooting technology or becoming community educators (resident or staff) it is not exactly what they had in mind when becoming proficient. Trust me when I tell you most engagement directors do not find joy in teaching tech. Some do, but based on my experience, it is rare.
⏹️ Implementation, while a bit disruptive and taxing from a learning standpoint, it is actually easier on staff than ongoing adoption and optimization. Solutions put a ton of focus, resources and structure around implementation. That support usually decreases once you are "up and running". If I could do it differently, I would switch that model. At 12 weeks you barely know what is going on. That is the time to kick into overdrive, not exit!
Turnover Happens
What is not accounted for is turnover - not just engagement staff but all leadership positions. When you use a platform to its capacity, it should hit all areas of the management team. In the current environment, someone is most likely always "onboarding" to learn a slew of applications.
Much data talks about what IS used in a platform. Is there benefit to look at what is NOT being used in monthly or quarterly reports from a solution/partner? Where are operators missing additional efficiency? What are you paying for that is not being optimized? What devices are "offline"?
User Feedback
Lastly, when was the last time you asked the resident and family, the end-user, for their honest feedback of their experience with technology? Do you know the full-story? Are you analyzing the level of disruption and frustrations? What are the misses?
Understanding the misses, that is the only way to get to the root cause of dissatisfaction and lack of use.
Just like the family vacation, the end product is worth it. The memories last forever. You would do it again. But to ignore the limitations prevents you from planning better and reducing the misses next Summer.