In the rapidly evolving world of sports venue management, technology is a game-changer. Once a new technology system (A/V, Broadcast, Security, DAS, etc..) has been installed and a venue is up and operating, it’s important that all team users are educated and confident, while also having a trusted partner that remains a source of support and guidance for whatever teams encounter upon a project’s completion.
One of the biggest hurdles clients face post-implementation stems from a lack of proper support. When the construction clears and the system is officially up and running,
that is often when support is most needed. When questions inevitably arise, where do teams turn? A good tech-integration partner understands the importance of maintaining the relationship long after a project’s completion; so, too, do they understand that educating facility owners, operators and staff is equally vital to the long-term success of a sports venue.
“Training comes down to knowing all the players; not just the decision makers but the people who will use the system on a daily basis,” says Senior Aptitude Project Manager, Carlos Morales. “The everyday users are the ones that need to understand the functions because if they do not know them, the system doesn’t work.”
To stay ahead, sports facility owners and operators need to adopt a strategic approach to integrating technology into their operations. With that comes continued education which, with the right partner, produces well-informed and capable teams. Understanding the ins and outs of a system doesn’t occur overnight. For just about everyone, there is an adjustment period and a learning curve. Aptitude recommends keeping these things in mind for sports facility owners, operators and staff starting out on the tech-integration journey:
1. Develop a Long-Term Partnership with Your Tech Integration Provider
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Ongoing Support:
A reliable tech-integration partner should be considered a long-term ally, not just a vendor. Establish a post-implementation support system that includes regular check-ins, system updates and troubleshooting assistance.
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Service Level Agreements (SLAs):
Negotiate clear terms regarding ongoing support, including response times, escalation procedures, and the availability of on-site assistance when needed.
2. Create a Structured Training Program
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Onboarding Training:
When the technology is first implemented, ensure all relevant staff (operators, IT personnel, venue management, etc.) receive comprehensive training on the new systems.
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Role-Specific Training:
Tailor training for different staff roles, ensuring that each team member knows how to effectively use the technology in the context of their specific duties (e.g., security staff, event managers, technical support).
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Refreshers & Advanced Training:
Regularly schedule refresher courses and provide opportunities for advanced training as the venue and technology evolve. This helps ensure that no team member falls behind or misses out on new capabilities.
3. Create Internal Knowledge Sharing Platforms
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Centralized Resource Hub:
Set up an internal knowledge base or digital resource center where training materials, manuals, troubleshooting guides, and FAQs can be easily accessed by all team members.
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Internal Knowledge Sharing:
Encourage staff members to share best practices, tips, and lessons learned. This could be in the form of regular team meetings, online forums, or knowledge-sharing events.
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Access to Partner Resources:
Ensure the tech partner provides access to resources like user guides, video tutorials, or webinars to help staff continuously learn.
4. Monitor System Performance and Track Common Issues
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Regular System Audits:
Collaborate with your tech-integration partner to conduct system audits and performance assessments at set intervals (e.g., quarterly, annually) to ensure everything is functioning properly and up-to-date.
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Track and Document Issues:
Develop a system for logging and categorizing issues that arise in day-to-day operations. Use this data to improve future training, troubleshoot recurring problems and provide feedback to the integration partner for potential system improvements.
5. Establish a Clear Communication Channel with the Tech Partner
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Designate Points of Contact:
Assign specific individuals within the venue team to be the main points of contact for the tech-integration partner. This streamlines communication and ensures that questions and concerns are directed to the appropriate resources.
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Regular Review Meetings:
Schedule periodic meetings between the venue management and the tech partner to review the system’s performance, discuss any issues, and address any new needs or opportunities for improvement.
6. Foster a Culture of Lifelong Learning
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Emphasize Continued Education:
Encourage staff at all levels to remain curious about new technology developments and innovations in the sports venue industry. Make continuous learning part of the venue’s culture.
7. Understand the Importance of Updating and Maintaining Systems
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Stay Up-to-Date with Software and Hardware Updates:
Regular updates are often crucial for keeping systems secure and operating at peak efficiency. Work with your integration partner to create a schedule for software patches and hardware upgrades.
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Preventative Maintenance:
Establish a routine for preventative maintenance on all critical systems to ensure longevity and reliability. Tech partners should provide advice on best practices for maintenance and system longevity.
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Ensure Scalability:
As the venue grows or the technology landscape changes, ensure the implemented systems are scalable and flexible. Your tech partner should assist with this process to make future expansions or upgrades seamless.
