Touch Town Roll-Out and Usage
At any organization, communication is essential to functionality. For Lorien to deliver residents the best care, everyone needs to be on the same page- residents, visitors, team members.
As I transitioned to a full-time position, I was tasked with introducing Touch Town, a senior living communication software, to all 9 of our communities across Maryland. This software displayed messaging on televisions within our communities that provided details about activities, dining menus, maintenance updates, internal employee campaigns, and sales initiatives. I believe that within any organization, communication is a key driver of success for employees, clients, and efficiency. At Lorien, Touch Town was a resource that improved resident safety, team member efficiency, and sales excellence.
Collaboration
During this project I collaborated with the following internal and external teams to ensure a successful roll-out and usage of Touch Town. Creating working relationships is not just something I value, it also guarantees effectiveness in communication and partnerships.
- IT Team: I created relationships with Lorien’s CIO and IT Managers to schedule software installations and manage issues related to the display televisions.
- Maintenance Teams: To successfully install televisions, I collaborated with maintenance team members.
- Community Leadership Teams: While the televisions and software was installed, I scheduled meetings with each community’s leadership team, including activities, dining, HR, sales, admissions, and administrators, to train and assist in the utilization of Touch Town.
- Touch Town Sales and Support Team: I communicated with the Touch Town team regularly for technical support and product check-ins, ensuring that our software ran smoothly and that our team members, residents, and visitors were receiving the best possible outcome.
Design
A large part of introducing Touch Town was creating ‘ever green’ slides that communicated employee policies, press coverage, and internal campaigns. Because our Touch Town slides were displayed on television screens, the slide designs had to blend engaging design with easy-to-read text. These slides kept our employees educated and engaged, our residents aware and excited, and our visitors informed and welcomed.
As our organization grew, we had new goals. One of those goals was to increase employee retention and referrals. This slide shows a simple message in an eye-catching way, perfect for Touch Town.
Celebrating our organization’s accomplishments and press coverage made everyone feel proud to be a team member, resident, or visitor.
In our organization, all employees had to complete continuing education courses to stay compliant with policies and procedures. During my time at Lorien, I assisted in restructuring these courses, making our completion rate higher. A part of this restructuring was creating Touch Town slides each month to ensure employees knew when to complete their courses.
Mary Keagle 