Reimagining Employee Communication: How California Academy of Sciences Drives Training & Engagement
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Watch an inside look at how the California Academy of Sciences uses mobile technology to simplify HR communication, enhance training, and keep employees engaged. Transcript below.
Casey [02:01]:
Oh… and I have a few more joins, so we'll wait another minute or so, and then Carl will get going. Sorry for the delay. Sounds good, yeah, let's give everyone time to get on, no worries. So, we got Nicole, Corrine, Cindy popping in, great to hear. If anybody wants to put in a little chat where you're calling in from. We will begin in just a minute or so. This gives us a good opportunity to know what organization you're with and where you are in the country. Uh, like I mentioned just a moment ago, Carl and I are both in the Bay Area, so we had the pleasure of meeting in person, which is fun and rare sometimes with how global everything is these days. People in and out of offices, and… and whatnot, so all right, well, let's kick this off. Uh, Cindy, thanks from Central Florida. Coast to coast, I like it.
All right, well, we are going to get going today. We are lucky enough to have Carl from the California Academy of Sciences joining us today. Thanks, Carl, for hopping on. Today, we're gonna speak about employee communications. There are a lot of different ways that organizations do this, and the times have changed, so we're going to speak about how Carl rallied his team with mobile technology and hear about what worked, what hasn't worked, and his thoughts about the platform. My name is Casey Lone Ball, and I'm the Customer Success Manager here. I've been with Engage by Cell for eight years as of last October. My role is working with current clients, such as Carl, to help find the value in the services and build a long-term partnership.
The next slide, a bit about Engage by Cell. We are a U.S.-based organization with team members in all time zones, so we are here to help you, no matter where you are. We've been in business for 20 years. We started out with audio tours as a primary service, and as cell phones have advanced and communication has changed, we have as well. Started out with audio guides, we now have mobile web apps, text messaging, employee onboarding task managers, and a bunch of other resources that are fun for your organization to use. We pride ourselves on our customer support; we do not have chatbots. We have team members here to help you onboard, train, and walk you through the process.
On the right-hand side is some examples of clients—five of the few thousand that we work with—and our range of usage. If you're not a museum or zoo, take our example with a grain of salt and see how you can apply it to your industry. Today's focus is employee communication. Some emails you send out may not get opened as much, and some employees are in the field, part-time at a desk, or don’t have work emails. The goal is to implement technology that can be on the device everyone else has in their hands. Text messages get read—they have a 20-30% higher open rate than emails. If there's something important, like employee updates, training, safety alerts, new products, or exhibits, notifying via text is the best way to go.
Now we're going to bring in Carl Lieber from Cal Academy of Sciences, Director of Guest Engagement. Say hello, Carl.
Carl [07:08]:
Hi everyone, thank you, Casey. Great introduction. My name is Carl Lieber. I've been with the California Academy of Sciences for almost 17 years, starting as an entry-level employee and working my way up to overseeing multiple departments and business partners. Our relationship with Engage by Cell began about two years ago, though for the organization it started in 2008 with audio tours. Re-engaging this relationship with new technology has been a game changer for employee communication. I oversee about 120 staff, and getting information to them quickly was a key reason for using this technology.
The reason I purchased the new service was to directly text message our staff. We needed a way to immediately communicate open positions or shifts for the day to all staff. This led to designing our mobile web app for training documents, uniform guidelines, onboarding, and other staff resources. When a new staff member joins, part of their first day is learning about Engage by Cell and accessing our mobile site.
Casey [09:52]:
This mobile site is a no-code process. You don't need to be a web designer to build it. It consolidates various resources, like health and safety standards and training materials, in one accessible location. Employees can access the site from their devices, saving managers’ time, and it can be branded for your organization.
Carl [11:09]:
We started with open shifts, and the biggest win has been health and safety compliance. Legal requirements in California mandate monthly review of health and safety topics and employee signatures. Before Engage by Cell, this was a manual process. Using the platform, we now have quizzes and sign-offs electronically, with reminders via text messages. Compliance is now over 90%.
Leading a team of 120 with varied abilities, Engage by Cell allows staff to learn at their own pace. Complex procedures, evacuation techniques, and policies are linked to the site in video format for easy access during emergencies. Our uniform guidelines page is the most viewed, showing staff engagement. The mobile app saves time, increases compliance, and allows for remote access to critical information.
Casey [14:04]:
With a public-facing staff of 120, reaching everyone quickly, especially in emergencies, is critical.
Carl [14:41]:
During the AZA accreditation process, I demonstrated the mobile site. Accreditation teams were impressed by having dynamic, up-to-date information in one accessible location. Implementation took only a few weeks. The platform is easy to use, with minimal lift for managers and staff. Real customer support from Casey and team ensures quick assistance.
Casey [17:01]:
We recommend walking before running. We have 50 services, but starting with texting and training materials keeps implementation simple. Over time, content spreads throughout the organization naturally.
Carl [18:17]:
Currently staff-facing, with plans for guest-facing rollout. Tools are separate but equally valuable. Reporting tracks all platform activity, eliminating manual tracking.
Casey [18:59]:
Higher training completion and retention rates, faster onboarding, and easier access to the platform for staff. Onboarding is simple—staff text us, profiles are built, and contact lists are segmented for relevant messaging.
Carl [19:55]:
Most staff are comfortable with the platform, even those with limited technical experience. It's easy to use and learn.
Casey [20:33]:
Technology adoption is critical, especially with younger staff.
Carl [20:49]:
Engage by Cell in action: text messaging, mobile web app, real-time analytics, automated updates, onboarding task managers, MMS messaging, and text chat for support.
Casey [21:28]:
Key takeaways: meet employees where they are, use devices already in their pockets, scale with needs, and build confidence by using the platform gradually. Reporting and analytics provide actionable insights.
Carl [23:26]:
For attendees, feel free to ask questions via chat.
Casey [23:39]:
Thank you, Carl. Any last messages?
Carl [23:55]:
Thanks, Casey. Happy to share a successful story. Excited for guest-facing use, real-time alerts, and feedback collection.
Casey [24:35]:
Thank you, Carl, and thanks to everyone for attending.
Carl [24:50]:
Likewise, thank you.
Casey [24:55]:
Absolutely. Enjoy the rest of your day.
