GC2018 CGRU Focus Group Report - Tarran · PDF filethe briefing checkin report - page 01 experiential aim methodology practical aim objectives

CHECKIN-REPORT

F O C U S G R O U P S

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ABOUT THIS PUBLICATIONContent Title: "CheckIn Report December 2016 Focus Groups Checking Community, Business &Resident Awareness • Concerns • Communication • Aspirations & Legacy in the Lead Up to the Gold Coast2018 Commonwealth Games"

Content Author: Tarran DeaneThis Report is Produced by: Tarran Deane Disclaimer: Content within this publication was accurate at the time of publication. This work is copyright by theauthor. It may be reproduced in whole or part for reference, consultation, study or training purposes subject tothe inclusion of an acknowledgment of the source. It may not be reproduced for commercial usage or saleunless by the author. Reproduction for purposes other than those indicated above, requires written permissionfrom the author. Version: 1.0Date Published: 31 December 2016

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THE BRIEFING

CHECKIN REPORT - PAGE 01

EXPERIENTIAL AIM

METHODOLOGY

PRACTICAL AIM OBJECTIVES




ACKNOWLEDGMENTS:

We would like to thank the following Individuals and Organisations for their contributionand support of these Commonwealth Games Focus Groups:

NORTH & CENTRAL FOCUS GROUP

1. David Rebibou, President Gold Coast Hebrew Congregation, Surfers Paradise,2. Marilyn LimEdwards, Solicitor, Kerr Lawyers, Southport3. Louise Jurgs, Marketing Manager, Australia Fair, Southport4. Ian Chambers, Principal, One Agency Real Estate, Upper Coomera5. Sue Lea, Executive Director FSG Australia (servicing south east Queensland and northern NSW) & Secretary Ashmore Rotary District

6. Ben Blundell, Manager, Queensland Transport Currumbin and Burleigh Heads7. Tim, Owner Dominos Franchisee Surfers Paradise & Broadbeach8. Elisabet Osk Gumundsdottir, Event & Sports Management Professional + Griffith University Student Guild Support and Event Assistant9. Kyla Sippel, General Manager at Mantra Circle on Cavill, Surfers Paradise10. Steve McDowall, Motorcycle Life Magazine & Q Ride School Owner, Nerang and Ashmore11. Donna Clift, Regional Manager Bluecare covering Coolangatta, Tamborine to Ipswich and South Brisbane

12. Rob Collins, Director, Isle of Capri Early Learning Centre & Director Newlife Care, Robina13. Brad Hauck, Director, Mr Web Marketing, Mudgeeraba and parent of an Athlete

SOUTH & CENTRAL FOCUS GROUP

INTERVIEWS 1:1 RESPONDENTS

Team at Newlife Church for Boardroom Hire and IT Support Paula Callus, Observer & Minute Taker Focus Groups Suzanne Horn, Project Lead,Commonwealth Games UnitSuzanne Horn, Project Lead, Commonwealth Games Unit, City of Gold Coast

Special Thanks To:




Due to annual leave, workflow unavailability, sickness and hospitalisation occurring, apologies were graciously received from:

Volunteering Gold Coast, Miami

Turtle Beach Resort, Mermaid Beach – Jason Todd

St Andrews Lutheran School, Tallebudgera – Joanne Levy

U and U Recruitment – Erica Brock

Sommerville Funerals Nerang – Vicki Balmain •

It was acknowledged the December school holidays would impact on the availability of some nominees and the Facilitator had

liaised with the Project Lead. Additional Focus Groups may be considered for 2017

APOLOGIES RECEIVED



1. Number of Focus Groups Conducted: 2 2. Number of Attendees at each Focus group: Focus Group 1 Northern: 5

Focus Group 2 Southern: 6

Individual Interviews: 2

Total People: 13

3. Demographic details: Number of females: 6

Number of males: 7

Ethnicity and Language Groups: 4 [English, Hebrew, Icelandic, Malaysian]

4. Residential Suburbs Participants Came From: Upper Coomera x1

Ashmore x1

Paradise Island x 1

Surfers Paradise x 3

Merrimac x1

Varsity Lakes x1

5. Employment | Community Group Zones Represented: Upper Coomera

Helensvale

Hope Island

Runaway Bay

Southport

Surfers Paradise

Broadbeach

Isle of Capri

Nerang

REPORT SUMMARY:

Molendinar

Carrara

Ashmore

Palm Beach

Tugun

Currumbin

Burleigh Waters

Burleigh Heads

Northern NSW to Ipswich

Mudgeeraba x1

Burleigh Heads x1

Tugun x 1

Banora Point NSW x1

Kingscliff x 1



SUMMARY .... continued

6. Industries Represented Including:

Shopping Centre Retailer with 1200 staff

Real Estate Licensee

Solicitor handling leasing, business purchases and settlements

Community Faith Based Leader

Community Services: Disability, Youth, Mental Health

Aged Care Provider; inHome,

Child Care Provider

Technology and web marketing

Rotary: Local, National & International

Small business owner of National Brand | Fast Food Delivery Franchisee

Home based business consultant

Sports Professional & Academic Support

ASX Listed Accommodation Provider

Qld Transport Department Service Hubs

Media: Motorcycle Life Magazine

Small business Motorcycle Rider Training

Volunteer Groups linked to Churches, Education and Rotary



SUMMARY .... continued

MAJOR THEMES and QUOTES EMERGING FROM THE FOCUS GROUPS. Results are combined unless specified

AWARENESSOnly 2/13 people knew the exact dates for the Games and both of these based inSurfers Paradise Others knew 'some time in 2018’; Traffic fully expect escalation of congestion on the M1 in both directions Few people had considered the impact of the Games overflowing onto their suburbanor southern lives excluding the M1 or northern NSW commuters, or Surfers Paradisenorth precinct, similar to Indy or the Marathon The Mascot was immediately known as the blue koala, with most recalling 'Borobi'

Traffic delays > commuter frustration, road rage, toilet amenities en route Anxiety spiking for parents, carers and children if vacation care drop off and pickuptimes can’t be met due to traffic Helping 1 in 5 Gold Coasters affected by disability to feel secure and safe while traveland activity routine is disrupted Communication Access in appropriate formats to help when people need itJewish Easter and restrictions on technology and driving on Days 12/8 and 78/8 ofthe Jewish observance raises considerations of: unable to volunteer, additional 10002000 meals to be prepared at the Gold Coast Hebrew Congregation Synagogue inHamilton and Markwell Avenues, Surfers Paradise for interstate visitors, visitingathletes. Staff actually taking “sickies” full or part day to attend or volunteer at Gamesand cost to business AND actual ‘bodies’ to replace staffPersonal Safety for Workers doing extended shifts

Prefer Concise Messages with relevant headlines if sending Multichannel approach: email, sms, electronic billboards, social media, print mediaInternet connectivity for business continuity and safety of staff Businesses, chambers of commerce, community groups

Better display of customer service for Gold Coast businesses Engage Year 10, 11 and 12 high schoolers in more vocational opportunities from Term4 2017 and Term 1 2018 to help bridge the gap of volunteer numbers to achieve creditsor recognition for their service to the community. Utilise in industries including:childcare, IT, first aid, red frogs, Rosies, transport, social media

CONCERNS

COMMUNICATION

ASPIRATIONS & LEGACY



WHAT DO GOLD COASTERSKNOW ABOUT THE GC2018COMMONWEALTH GAMES?

LET'S FIND OUT....


REPORT - DETAIL


AWARENESS

HTTP://DICTIONARY.CAMBRIDGE.ORG/DICTIONARY/ENGLISH/AWARENESS

"knowledge that somethingexists, or understanding ofa situation or subject at the

present time based oninformation or experience"



FOCUS AREA: AWARENESS RESULTS100% knew the blue koala as mascot; took longer to recall name

1/13 knew where to go online and look for information

2/13 knew the exact dates

4/13 had considered traffic implications for their staff, volunteers

or retailers, being

1/13 knew Games coincided with the Jewish Easter Festival and

would impact capacity to volunteer & stay up to date via

technology

1/13 knew Games coincided with the Jewish Easter Festival

and would impact capacity to volunteer & stay up to date via

technology

No one knew Events would take place in Currumbin or

resources would be held in Burleigh

Nil understood difference between City of Gold Coast CGU and

GOLDOC thought one and the same and were looking to

Council as the final authority

100% thought Games were at northern end inc Brisbane only

Most anticipated a preGames setup and postGames tear down

impact, however isolated to north of Carrara. This came as a

surprise to southern participants

1/13 attended a GOLDOC Info Session

1/13 was keenly interested in the sporting side & athletes



CONCERN

HTTP://DICTIONARY.CAMBRIDGE.ORG/DICTIONARY/ENGLISH/CONCERN

"verb. To make someone anxious orworried; noun. A matter of interest or

importance to someone or toinvolve someone directly"




NUMBER #1 CONCERNBY ALL PARTICIPANTS

PRE, MID & POST GAMES "TRAFFIC"

=> Severe traffic re-activitationdelays after incidents on Gold CoastHighway, Bermuda Street and M1Pacific Highway currently, withoutadditional visitor, athlete buses ortrain disruptions. How will these beprevented or rapidly fixed?

=> Travel times between residentialand employment HOT ZONES e.g.Varsity Lakes to Southport

=> Receiving real time information &traffic updates BEFORE they get inthe car or head out to publictransport

KEY IDEAS EMERGING: => Games App with LIVE TrafficUpdates; Traffic Updates on ALL Radio Stations; Pop-Up "DriverReviver Areas; Daily Social MediaVideo Host


=> Staff walking to and from their vehicles or publictransport after late shifts in Games Hotspots at risk offatigue induced injury, personal vulnerability or mass chaos=> Road rage, reduced support services and health careaccess and impeded emergency service delays=> Emotional distress of families, children and staff due totraffic delays impacting vacation care pickup time

KEY IDEAS EMERGING: * Games App to have an UBER-style feature enablinghospitality staff to register and request a volunteer escortto and from stations, or car-parks, Designated emergencyresponse | driver reviver locations; undercover seating atoutdoor events for attendees & competitors

NUMBER #2 CONCERNBY ALL PARTICIPANTS:

SAFETY


NUMBER #3 CONCERNBY ALL PARTICIPANTS:

INTERNET DISRUPTION

=> serious concerns about network capability andcontinuity of service as an eftpos and connection high loadarea. Implications of disruptions: personal safety, staffsafety for community services and care industry workersattending private properties, insurance impacts, financialtransaction processing , prolonged lag time

KEY IDEAS EMERGING=> Ensure the Games App has an OFFLINE timetable andMap feature; Official Facebook Page regularly updatedwith travel timetables, incidents, venues, events andresults as load time will be faster on FB versus the website.


NUMBER#4 CONCERN BY ALL

PARTICIPANTS:ACCESS

=> serious concerns about access for: residents, trades andreligious observance. Notably, people with disabilities and theelderly; Jewish visitors and residents during Festival of Easterwith zero technology Days 1 & 2 and Day 7 & 8 of the JewishEaster; catering, hygiene truck supplies and emergencyresponse vehicles

Comment from Dominos Delivery Franchisee: our business isimpacted with lockdown zones during Gold Coast 600. Weexpect the same to happen for those 2 weeks. Severe impacton trade due to security.

KEY IDEAS EMERGING - => pre-check security clearances; multichannel & multiLingual communication updates for route changes; utiliseRotary & Church Groups as Ushers similar to Red FrogsVolunteers during Schoolies, to reduce stress


FOCUS AREA: ADDITIONAL CONCERNSRisk of Staff and volunteers not dependable to get to work on time while

Commonwealth Games are on; may take personal leave i.e. call in sick;

this was countered by a large employer who responded with the

importance of workplace culture

Underutilisation of volunteers e.g. Rotary Local, National & International;

High Schools, Community Groups

Residents& Business Leaders who will be commuting across multiple

"Zones" will have significant travel disruptions inc. could impact on Child

Care and Vacation Pickup times, own business brand, and getting to work

on time

Hospitality venues not extending trading hours to cope with end of day

Game international attendees heading out for customary late meals

Reputation of many cafes and restaurants delivering poor customer

service and flow on effect to Gold Coast Reputation unless greater buyin

and training.

nil technology access by those of Jewish Faith participating in Festival

Easter Days 1 & 2 and Days 7 & 8 = unable to volunteer; unable to receive

updates by electronic means; unable to drive

Price gauging by opportunists in retail, hospitality and accommodation

markets disadvantaging local residents and business operators

Stress & fatigue levels of children and working parents with drawn out

commutes and delayed pickup times

Personal safety due to terror attacks and predators


COMMUNICATION

HTTP://DICTIONARY.CAMBRIDGE.ORG/DICTIONARY/ENGLISH/COMMUNICATE

verb. "to share information withothers by speaking, writing, moving

your body, or using other signals"




COMMUNICATION KEY RESULTS

MultiChannel RequestedPush SMS NotificationsReal Time SynchronisedRadio Announcementson EVERY Station (notjust sponsors)Newspaper MagazinesGames AppFacebook Page with LiveVideo, Daily & Real TimeAlerts, News & ResultsEmail: SequenceUpdates at Same Time ofDay; Short, punch,specific headlines withgraphics for easy sharingwith staff, clients &community



FOCUS AREA: ADDITIONAL COMMUNICATION

Focus on Connection and Gratitude during the peak stress

times; look for good news stories;

Engage local bloggers

All request request URL or Email Updates with clickable

images [hyperlinked] for ease of use on mobile devices

Mail, Flyers and Newspaper Inserts

Offers to act as a conduit of information to participants

networks was received via handouts, flyers, video

information screens.

FYI: Most popular social media channels:11/13 85% Combined Facebook Usage9/13 69% Combined Instagram Usage8/13 62% Combined Linkedin Usage



ASPIRATION & LEGACY

HTTP://DICTIONARY.CAMBRIDGE.ORG/DICTIONARY/ENGLISH

"Aspiration: noun. something that youhope to achieve: Legacy: noun. something

that is a part of your history or thatremains from an earlier time"




MID & POST GAMES:

The buzz exists beyond the Games

We will have learnt some things & show that we can

handle big events

The Gold Coast will be portrayed positively in the media

We become recognised as the most ACCESSIBLE place

in Australia for people with a disability & the elderly

FOCUS AREA: ASPIRATION & LEGACY

PRE & MID GAMES:

As a community we are proud of ourselves

We encourage one another and are culturally inclusive

Community coming together, raising excitement & enjoying

the privilege of hosting it, selling it & participating in it

LEAD UP & LONG TERM:

Embrace volunteer resources as 'City Hosts'

Growth infrastructure investment continues - rail,

buses, Coolangatta airport

Brisbane airport train timetables run later

Property values increase

Continued voices of optimism & good service last






. . .SAMPLE AS ISSUED...CERTIFICATE OF PARTICIPATION

_____________PRESENTED TO

DECEMBER 15, 2016

TARRAN DEANESUE HORN

Jill Citizen


FUTURE FOCUS GROUP SESSION RECOMMENDATIONSTO INCREASE UNDERSTANDING & ENGAGEMENT

_____________Recommendations

TARRAN DEANE

Host three additional Focus Group Sessions between nowand the Games with the same core cohort, while expandinginvitation list. These should be hosted during nonpeak timesi.e. excluding school holidays and preChristmas to maximiseattendance and minimise the tension for participants whowant to be there and simply can't be due to workflow or familycommitments.Suggested 'Save the Dates':

Focus Group Session #002 Thursday May 25th, 2017Focus Group Session #003 Thursday October 26th, 2017Focus Group Session #004 Thursday January 18th, 2018


SOME SNAPS FROM THE DAY ...PART 1.

TARRAN DEANE



TARRAN DEANE



TARRAN DEANE


THANK YOU FOR THIS OPPORTUNITY TO SERVE

TARRAN DEANE


CONTENT GUIDE

PAGE 01 THE BRIEFING PAGE 02 ACKNOWLEDGMENTS PAGE 04 REPORT SUMMARYPAGE 07 REPORT DETAIL SECTIONPAGE 08 REPORT DETAIL SECTION AWARENESSPAGE 10 REPORT DETAIL SECTION CONCERNSPAGE 16 REPORT DETAIL SECTION COMMUNICATIONSPAGE 19 REPORT DETAIL SECTION ASPIRATIONS & LEGACYPAGE 21 SAMPLE PARTICIPATION CERTIFICATEPAGE 22 FUTURE FOCUS GROUP RECOMMENDATIONSPAGE 23 SOME SNAPS OF THE DAYCONTENT GUIDE THANK YOU FOR THIS OPPORTUNITY TO SERVE: TARRAN DEANE

Documents

GC2018 CGRU Focus Group Report - Tarran · PDF filethe briefing checkin report - page 01 experiential aim methodology practical aim objectives