Ferry operator Caledonian MacBrayne is producing a safety and security video/DVD to welcome customers to the company’s services and facilities.

The video/DVD, which is being produced by Glasgow based communications experts The Broadcasting Business, will advise customers of what they can expect when they arrive at terminals and ships, and what they should do to ensure their safety and comfort on their way to CalMac’s west coast destinations.

The video/DVD is being produced and edited in three versions: pre arrival, for showing on tour buses/coaches; terminal, for onshore viewing prior to boarding, and onboard, for viewing on passage.

The pre arrival video focuses on arrival at the port with an emphasis on safety in the port environment, accessing terminals and marshalling areas, avoiding traffic, buying tickets, embarkation procedures and the welcome onboard.

The terminal video will be shown on plasma screens and videos at ports and in terminals. This information will overlap with the pre arrival video and is aimed at customers arriving by car and on foot. Safety and comfort are the key messages with information on ticketing procedures, check-in times, unattended baggage/dangerous goods, local facilities, support dogs, wheelchairs and general assistance.

The onboard video will highlight customer comfort and safety issues during the journey such as onboard facilities, supervision of children, use of mobile phones, emergency procedures, and customer feedback policy.

Hugh Dan MacLennan, Head of Communication and Customer Care, who confirmed the launch of the video at the Visit Scotland Expo Exhibition at Aberdeen, said: "The video/DVD will be friendly and welcoming. The messages will be clear, concise, memorable and helpful. Customers must be aware that the information is for their benefit and safety. Using images portraying ‘what to do’ rather than ‘what not to do’ and strong graphics will deliver effective visual messages. In some instances, due to circumstances such as prevailing weather conditions, language barriers or hearing impairment, the voice-over may not be heard or understood, therefore, the visuals must be as clear and obvious as possible. An abbreviated script will be shown as subtitles to ensure that as many people as possible will be aware of what is going on around them, and that is important for people who may be travelling with us for the first time."

Bill McFarlan of The Broadcasting Business, whose well known voice will inform CalMac’s customers added: "The nature of CalMac’s services make this production a particular challenge. We help organisations across the UK and Europe to communicate clearly and effectively. Video is an ideal way of getting complex safety and security messages across to a diverse group of people. This CalMac video will inform and reassure customers who may be facing the prospect of a ferry journey for the first time, or may be elderly or disabled. Combined with the staff induction video, which we are also working on, the customer safety video demonstrates CalMac’s commitment to clear communication and to the health, safety and satisfaction of their customers."

The final videos will be produced as VHS tapes and DVD and are being made available free of charge to coach and bus operators. The final product should be available within the next three weeks and further information is available from CalMac’s Customer Care Unit; tel: 01475 650 327/220/301.

Companies wishing to use the video should contact the unit detailing the format required and the quantity to be sent to a particular address. The videos will also be available for collection at CalMac terminals in due course.

Ends

For further information on the contents of this News Release, please contact Hugh Dan MacLennan, Head of Communication and Customer Care, Caledonian MacBrayne; tel: 0776 435 4021; e-mail hugh.maclennan@calmac.co.uk or Bill McFarlan/Andrew Freeland, The Broadcasting Business; tel: 0141 427 2545

Issued: Thursday, 14 April, 2005: 14:20