CAMPING IN ONTARIO’S NEWSLETTER
UPDATE The summer of 2013 definitely has been a challenge. The weather extremes (from high heat to severe rain and blustery wind) have in many areas created real issues for our campers and in turn our campground owners. The camping industry has been impacted this summer in some regions by a reduction of travelers while other regions are seeing a steady flow of camping traffic. Ontario is very close to proclaiming the Ontario Not-for-Profit Corporation Act, 2010. This new legislation will increase accountability and transparency for not-for-profit corporations — these changes are long overdue for the industry and are positive. However, these new legislative changes will also mean that our association needs to make changes to our by-laws to bring us in compliance with the new law. The Board of Directors in consultation with our lawyer has been working on proposed changes to the bylaws to bring us into compliance with the new legislation. It is the intention that these will be ready to bring to the AGM in November for ratification by the membership. You will of course be able to review them before that time. Accompanied by Alexandra, Guida, Maryse Catellier (President, CCRVC) and Robert Trask, I attended the meeting of the Association of the Municipalities of Ontario, held in Ottawa. We talked with many of the representatives and presented ourselves as the organization that they need to talk to for any of their interactions with campgrounds in their municipalities. We also expressed the need for them to do everything they can to keep the remaining tourist information centres that are in place open, as they assist all tourism business in Ontario. I am optimistic that our presence can make a difference. We are monitoring an issue in Chatham-Kent that is creating problems for Z241 park model trailers. This involves the need for building permits to situate a Z241 on site in a campground. I suggest you monitor your municipalities for any reference to Z241 park model trailers
and the building code. Please keep the office advised of any issues brought up. We will of course forward any pertinent information. That of course brings me to the convention. The agenda for this year’s event looks wonderful. The convention committee has done a wonderful job of putting together a venue that will be of interest to everyone. The legal cracker barrel has been confirmed and in itself is worth the cost of attending the entire event. We also have the usual fun evening events planned, as well as the main event — the AGM. The location of this year’s event should also give us a customer service tutorial. Only hotels with the highest standards are allowed to use the JW in their name. If you cannot attend the AGM please remember that you are always able to fill out the proxy and give it to another campground so they can vote on your behalf. I look forward to seeing you at convention. Bruce Dressel
Notice of Annual General Meeting Tuesday, November 19, 2013 9:30 AM to 12:30 PM JW Marriott The Rosseau Muskoka Resort & Spa
Inside This Issue Executive Director’s Message . . . . . . . . . . . . . . . 2 Accessibility Standards for Campground Customer Service. . . . . . . . . . . . . . . . . . . . . 4 How to Control Canadian Geese . . . . . . . . . . . . . 9 Proposed Anti-spam Laws — Are You at Risk?. . 12 Six Musts Before Social Media . . . . . . . . . . . . . 14 Welcome New Members. . . . . . . . . . . . . . . . . . 14 A Day in the Life of Sherkston Shores . . . . . . . . 15
Camp School at Bare Oaks Family Naturist Park. . . . . . . . . . . . . . . . . . . . . . . . Calendar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Independent Info on Corporate Creditor Bill Payment Service . . . . . . . . . . . . . . . . . . Top 10 Morale Boosters. . . . . . . . . . . . . . . . . . . Test: Is Low Trust Undermining Your Leadership Program? . . . . . . . . . . . . . . . . .
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The Internet May Be King but Print Is Far from Dead. . . . . . . . . . . . . . . . . . . . . . . Brochure Distribution Program Form . . . . . . . . Notice of AGM . . . . . . . . . . . . . . . . . . . . . . . . . Proxy Form. . . . . . . . . . . . . . . . . . . . . . . . . . . . Convention and CampEx Proposed Agenda. . . . Convention and CampEx Registration Form. . . .
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CAMPING IN ONTARIO UPDATE | 2
Executive Director’s Message Another camping season has come and is almost over! Mother Nature did not always cooperate with us this past summer with June being so wet, July being either sweltering hot or cold and August being nice, but definitely not hot. The poor weather prompted us to take out additional marketing this summer. We did digital advertising on the TTC and Union Station in Toronto, which produced an excellent bump in visits to our website from the GTA communities. We also took out advertisements in local community newspapers all over the province before the July and August long weekends. Two full-page advertisements in Horizon magazine were run in the June and July issues. In order to increase our Facebook friends, we took out a posting boost in August which produced 123 new likes and 27 people shared the link. A more active approach to Facebook has also lead to a 200% increase in Facebook referrals to our website. We are finding (not surprisingly) that the age group that ‘likes’ us is younger (under 35) than the group that picks up the directory (over 45). This is why we are putting more emphasis on our social media — we need to better reach our future longterm customers. Camping In Ontario partnered with GORving and the BC Campground and Lodging Association to produce a series of professional RV/Camping 101 videos. We have put them up on the new website and Facebook page. I encourage each and every one of you to view them when you get a chance and share them on your websites as well. The launch of the new website kept us pretty busy this summer. It would appear that the new website has been well received by both you and the camping public. I would like to thank all of you for your patience while we worked out some of the bugs in the system and for our poor timing. However, it is clear that you have all coped with and embraced the new technology — thank you for that.
ONTARIO PRIVATE CAMPGROUND ASSOCIATION 305 Milner Ave, Suite 206, Toronto, ON, M1B 3V4 TOLL-FREE 1 877 672 2226 TEL 416 820 2714 FAX 647 352 0900 WEB www.campinginontario.ca EMAIL firstname.lastname@example.org PUBLISHER Guida Williamson DESIGN Sandra Friesen Design www.sandrafriesen.com Published 4 times per year, Update is the newsletter for the campground owners, operators and suppliers who belong to the Ontario Private Campground Association (opca).
We attended the Association of Municipalities of Ontario convention in Ottawa in August. It was a great opportunity for us to meet with elected officials and municipal staff from all over the province. We had very simple messages. We either thanked them for keeping their local tourism office open, or explained to them why a local tourism office is so important; that we were an excellent resource on campgrounds, and that campgrounds are good for their local economy. Here are some interesting facts that we shared with them: almost 10,000 Ontario residents make a living in campgrounds; 10.5% of Ontario residents own some type of RV; and, we generate over $310 million dollars a year in labour income. It was encouraging to speak to many of your local elected officials and to find out how many of you they knew. That is great news for the industry! Fall is just around the corner and soon I will be seeing you all (I hope) at Convention. We have a great agenda, excellent speakers and a lot of fun planned. If you have not yet registered, I encourage you to do so soon and if you have not attended in the past two years, I encourage you to come back and give us another chance — you won’t regret it!
CAMPING IN ONTARIO UPDATE | 4
Accessibility Standards for Campground Customer Service Training and Sample Policy to Get You in Compliance The purpose of this article is to assist you with getting in compliance. You may use the material below to provide training and then take the sample policy and customize for your campground. Then, all you need to do is file that you are in compliance! There are many types and degrees of disability. Openly communicating and responding to our customer’s need is the key to excellent customer service for all. If you’re not sure about the best approach, just ask a person with a disability how you can best communicate with them.
Purpose To ensure support for and compliance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). http://www.e-laws.gov. on.ca/html/statutes/english/elaws_statutes_05a11_e.htm
Physical Disabilities Only some people with physical disabilities use a wheelchair, someone with a spinal cord injury may use crutches while someone else with severe arthritis or a heart condition may have difficulty walking longer distances. If you need to have a lengthy conversation with someone who uses a wheelchair or scooter, consider sitting so you can make eye contact at the same level. Don’t touch items or equipment, such as canes, walkers or wheelchairs, without permission. If you have permission to move a person’s wheelchair, don’t leave them in an awkward, dangerous or undignified position, such as facing a wall or in the path of opening doors. If someone with an assistive device arrives at the camp make sure they are not jostled and are given easiest access to all of your services i.e. arrival at the office driveway, etc.
Vision Loss Vision loss can restrict someone’s ability to read, locate landmarks or see hazards. Some customers may use a guide dog or a white cane, while others may not. When you know someone has vision loss, don’t assume the individual can’t see you. Many people who have low vision still have some sight. Identify yourself when you approach and speak directly to the customer. Ask if they would like you to read any printed material out loud to them. When providing directions or
instructions, be precise and descriptive, and offer your elbow to guide them if needed.
Hearing Loss People who have hearing loss may be deaf, deafened or hard of hearing. They may also be oral deaf — unable to hear, but prefer to talk instead of using sign language. These terms are used to describe different levels of hearing and/or the way a person’s hearing was diminished or lost. Once a customer has identified themselves as having hearing loss, make sure you are in a well-lit area where they can see your face and read your lips. As needed, attract the customer’s attention before speaking. Try a gentle touch on the shoulder or wave of your hand. If your customer uses a hearing aid, reduce background noise or move to a quieter area. If necessary, ask if another method of communicating would be easier, for example, using a pen and paper.
Deaf Blind A person who is deaf blind may have some degree of both hearing and vision loss. Many people who are deaf blind will be accompanied by an intervener, a professional support person who helps with communication. A person who is deaf blind is likely to explain to you how to communicate with them, perhaps with an assistance card or a note. Speak directly to your customer, not to the intervener.
Speech or Language Impairments Cerebral palsy, hearing loss or other conditions may make it difficult for a person to pronounce words or may cause slurring. Some people who have severe difficulties may use a communication board or other assistive devices. Don’t assume that a person with a speech impairment also has another disability. Whenever possible, ask questions that can be answered with “yes” or “no”. Be patient. Don’t interrupt or finish your customer’s sentences.
Learning Disabilities The term “learning disabilities” refers to a variety of disorders. One example is dyslexia, which affects how a person takes in or retains information. The disability may become apparent when a person has difficulty reading material or understanding the information you are providing. Be patient. People with some learning disabilities may take a little longer to process information, to understand and to respond. Try to provide information in a way that takes into account the customer’s disability. For example, some people with learning disabilities find written words too difficult to understand, while others may have problems with numbers and math.
Intellectual Developmental Disabilities Developmental or intellectual disabilities, such as Down Syndrome, can limit a person’s ability to learn, communicate, do everyday
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such as moving, communicating or lifting. Personal assistive devices can include things like wheelchairs, walkers, hearing aids, white canes or speech amplification devices. Do not touch or handle any assistive device without permission. Do not move assistive devices or equipment, such as canes and walkers, out of your customer’s reach. Let your customers know about accessible features in the camp that are appropriate to their needs i.e. accessible washrooms. Customer’s oxygen tanks should not be allowed near open flames i.e. in the kitchen, fireplaces, campfire circle etc.
Service Animals People with vision loss may use a guide dog, but there are other types of service animals as well. Hearing alert animals help people who are deaf, deafened, oral deaf, or hard of hearing. Other service animals are trained to alert an individual to an oncoming seizure. Under the standard, service animals must be allowed on the parts of the camp that are open to the public. Service animals will not be allowed in the kitchen. Remember that a service animal is not a pet. Avoid touching or addressing them. If you’re not sure if the animal is a pet or a service animal ask the customer.
Support Persons Some people with disabilities may be accompanied by a support person, such as an intervener. A support person can be a personal support worker, a volunteer, a family member or a friend. A support person might help customers with a variety of things from communicating, to helping with mobility, personal care or medical needs. Welcome support persons to your camp. They are permitted in any part of the camp that is open to the public.
physical activities and live independently. You may not know that someone has this disability unless you are told. Don’t make assumptions about what a person can do. Use plain language. Provide one piece of information at a time.
Mental Health Disabilities
If you notice an individual with a disability having difficulty at the camp, a good starting point is to simply ask “How may I help you?”
Mental health issues can affect a person’s ability to think clearly, concentrate or remember things. Mental health disability is a broad term for many disorders that can range in severity. For example, some customers may experience anxiety due to hallucinations, mood swings, phobias or panic disorder. If you sense or know that a customer has a mental health disability, be sure to treat them with the same respect and consideration you have for everyone else. Be confident, calm and reassuring. If a customer appears to be in crisis, ask them to tell you the best way to help.
Assistive Devices An assistive device is a tool, technology or other mechanism that enables a person with a disability to do everyday tasks and activities,
Accessibility Standard for Customer Service Providing Goods and Services to People with Disabilities Our Campground is committed to excellence in serving all customers including people with disabilities. We will remember the four principals of customer service in all our dealings with our disabled customers; independence, dignity, integration and equal opportunity.
Assistive Devices We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
CAMPING IN ONTARIO UPDATE | 6 Accessibility Standards Continued
Communication We will communicate with people with disabilities in ways that take into account their disability.
expect to hear back in 5 days from the time of receipt. Complaints will be addressed according to our organization’s regular complaint management procedures.
Modification to This or Other Policies
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.
Any policy of our Campground that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.
Accessible Customer Service:
Notice of Temporary Disruption In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, our Campground will notify customers promptly. This will be in the form of a clearly posted notice which will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. The notice will be placed on the doorway of the office or affected facility.
Training for Staff Our Campground will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf. All individuals at the camp who come into contact with persons with disabilities will receive training. This training will be provided to staff each camping season.
Training will include: • An overview of the accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard • Our Campgrounds’ plan related to the customer service standard • How to interact and communicate with people with various types of disabilities • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person • Where the accessible washrooms are located on the campground • What to do if a person with a disability is having difficulty in accessing the Campground’s services • Staff will also be trained when changes are made to the plan
Feedback Process Customers, who wish to provide feedback on the way our Campground provides services to people with disabilities are invited to send us an email, leave a phone message, in writing or in person. All feedback will be directed to the Owner/Manager. Customers can
___________________________________ shall make reasonable efforts to ensure that its policies, procedures and practices as amended from time to time are consistent with the following principles: a. The goods or services must be provided in a manner that respects the dignity and independence of persons with disabilities. b. The provision of goods or services to persons with disabilities and others must be integrated unless an alternate measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the goods or services. c. Persons with a disability must be given an opportunity equal to that given to others to obtain, use and benefit from the goods or services.
Assistive Devices: _______________________________________ permits a person with a disability to use and keep with them their own personal assistive devices to obtain, use or benefit from the goods or services offered by customers with disabilities while accessing our goods or services.
Communication: _______________________________________‘s employees, when communicating with a person with a disability, shall do so in a manner that takes into account the person’s disability.
Service Animals and Support Persons: _______________________________________ shall allow a person with disability, who requires to be accompanied by a support person or guide dog into premises that are owned or operated public facilities. The person is permitted to keep the guide dog them unless the animal is otherwise excluded by law.
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Responsibilities Responsibilities of Management: • Educate employees ensur compliance with all aspects of the policy. • Demonstrate behaviours that are consistent with the policy. • Provide support and guidance to staff members in fulfilling the policy. • Ensure all staff members are trained according to the requirements of the legislation. • When aware of areas of non-compliance ensure appropriate action is taken.
Responsibilities of Employees:
• Comply with all aspects of the policy. • Demonstrate behaviours that are consistent with the policy. • Participate fully in training as it relates to this policy. • When aware of areas of non-compliance ensure the supervisor or manager is notified.
Becoming Compliant If you have less than 20 employees, providing the training and creating the policy puts you in compliance. If you have more than twenty employees, keep a written copy of the plan on accessible customer service that you created and let your customers know that it’s available. If they ask, provide it in an accessible format like a large format print. Also, keep a training log of the training you provided. Keep track of who you trained, on what and when. Use the Accessibility Compliance Reporting tool at http://www. mcss.gov.on.ca/en/mcss/programs/accessibility/customerService/report_online.aspx to file your report online which indicates that you’ve met the standard.
Definitions Taken from the Guide to the Accessibility Standards for Customer Service, Ontario Regulation 429/0
Assistive Device • shall mean an auxiliary aid such as communication aid, cognition aid, personal mobility aid and medical aid (i.e. canes, crutches, wheelchairs, or hearing aids etc.) to access and benefit from the goods and services offered by
Barrier • means anything that prevents a person with a disability from fully participating in all aspects of society because of the disability
Disability • means any degree of physical disability including, but not limited to, diabetes, epilepsy, brain injury, paralysis, amputation, lack of coordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, physical reliance on a guide dog, other animal, wheelchair or other remedial appliance or device; mental impairment or developmental disability; learning disability or dysfunction in understanding or using symbols or spoken language; or mental disorder.
Support Person • means in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods or services.
Dignity • service is provided in a way that allows the person with a disability to maintain self-respect and the respect of other people.
Equal Opportunity • service is provided to a person with a disability in such a way that they have an opportunity to access Town goods or services equal to that given to others.
Integration • service is provided in a way that allows the person with a disability to benefit from the same services, in the same place and in the same or similar way as other customers, unless an alternate measure is necessary to enable a person with a disability to access goods or services. Submitted by Anna Armstrong of CE Safety. For more information, please contact Anna Armstrong at email@example.com or go to www.cesafety.com. DISCLAIMER This information has been compiled from a variety of sources believed to be reliable and to represent the best current opinion on the subject. How ever, neither CESAFETY nor its authors guarantee accuracy or completeness of any information contained in this publication, and neither CESAFETY nor its authors shall be responsible for any errors, omissions, or damages arising out of the use of this information. We strive to make our product as complete as possible. However, due to its “generic nature”, CESAFETY assumes no liability for any industry specific information which may or may not be covered. All final, legal, and financial responsibility is assumed by the individual or organization which uses this product. The information contained within this (these) document(s) are solely advisory, and should not be substituted for legal, financial or other professional advice. CESAFETY cannot be held responsible for actions taken without proper advice. ■
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How to Control Canadian Geese What You Need to Know about Canadian Geese and How to Control Them When They Become a Nuisance or Danger The Canada goose finds a mate during its second year and the couple remains together for life once they have coupled. Usually five to seven eggs are laid, with older birds producing more eggs than birds nesting for the first time. The female incubates the eggs for 25 to 28 days while the male stands guard nearby. Unlike many waterfowl species, Canada geese feed mostly on land. In spring and summer, they graze on the leaves of grassy plants, and also eat a wide variety of flowers, stems, roots, seeds and berries. While many of your campers might like to feed them bread or photograph them, they can often cause extensive damage to your campground and can also pose a danger, especially when they are nesting. For the campground owner and manager, they pose an issue that needs to be addressed. Although often mentioned or noted, current research does not show that goose droppings pose a health risk. Canada Geese are protected under the Migratory Birds Convention Act, 1994 (MBCA). This means they can be legally hunted in the fall and early winter which is great news for hunters. Adult geese, their nests, eggs, or young cannot be harmed out of the legal hunting season without the necessary permits which are referenced below. There are many humane ways of dealing with the Canadian goose and it is important to stress that the information is this article is aimed at situations where the geese are posing a real problem. In all situations, it is imperative that laws be adhered to and that permits are obtained so as to limit further liability. According to Ministry of Natural Resources, here are some ways to prevent conflicts:
Limit food sources
• Never feed Canada geese. • Clean up spilt seeds under bird feeders. • Mow your lawn less frequently as geese prefer tender grass. • Check with your local lawn seed supplier for coarse grass species suitable for your climatic conditions.
Make your property unwelcoming
• Portable propane-fired exploders, sirens or air horns will scare geese off your property but equipment must be moved regularly because geese become accustomed to it. • Bright flashing strobes can disturb geese after dark or just before dawn.
• Sound-recorded distress calls of Canada geese or other bird species may persuade flocks of geese to move from your property. • Sound recordings of eagles or falcons as well as eagle and falcon models or kites may also scare geese away. • Lengths of shiny or bright materials, flags or balloons strung between stakes or attached to trees and allowed to move in the wind create a visual distraction that geese may avoid. A swan family decoy, set in small ponds or lakes, has been effective in some cases. • Geese may be disturbed by water sprays designed to activate when movement is detected by infrared sensors. Here are some ways to handle a conflict:
If geese are nesting around your property • Dense tall grass, shrubs, aquatic plants, trees and bushes can prevent geese from directly accessing shorelines, grazing areas or safe cover. • Fences can be made from woven wire, poultry netting, plastic netting, plastic snow fencing, monofilament wire or electrified wire. • Grids or multiple parallel lines of wire, cable, twine or rope, stretched 30 to 50 centimetres above the surface of ponds or over new plantings, will prevent geese from getting into the area. • Some scare tactics and all lethal measures require a federal permit before you take action. Scare tactics that require a federal permit include the use of firearms, raptors or aircraft and dogs. Speak with the Canadian Wildlife Service about permits. http:// www.ec.gc.ca/mbc-com/default.asp?lang=En&n=07368A95-1
Lethal action is a last resort • If non-lethal control of Canada geese is not successful, lethal action may be an option. Such action includes legal hunting, shooting out of season or egg destruction by federal permit. • Hunting is an effective way to manage goose populations and prevent conflicts. Regulations, seasons and municipal bylaws must be followed. You may hunt geese in the open season with a valid hunting licence for migratory birds. You can also encourage hunting on your property. As you formulate a plan to tackle your issue, you have to pick your timing as it is crucial:
December to March Organize community, identify likely nesting sites, and develop a plan.
CAMPING IN ONTARIO UPDATE | 10
Controling Canadian Geese Continued
February to March Train volunteers or employees to addle.
Late March and April to early May Locate nests and destroy eggs.
Mid-May to Mid-Summer (up to molt) Harass (scare away) adult geese so they leave the site.
Late June to August Geese are molting and unable to fly, so they must stay where they are. No harassment. Repellents may be effective to protect specific areas as long as tolerance zones are left.
Fall Resume harassment, if needed.
February to March If harassment was resumed in fall, stop it while geese establish nest sites. You want to know where the nests are so you can addle. Harassing geese away from nest sites can result in goslings hatched nearby who contribute to the overall population and interfere with pre-molt harassment. It is important to note that a copy of the permit must be carried at all times whenever capturing, transporting or killing geese.
Environment Canada Resources Destroying Eggs and Preventing Hatching http://www.ec.gc.ca/mbc-com/default.asp?lang=en&n=630D165F-1
Capturing, Transporting and Caring for Relocated Geese http://www.ec.gc.ca/mbc-com/default.asp?lang=en&n=07368A95-1
Killing and Disposing of Carcasses http://www.ec.gc.ca/mbc-com/default.asp?lang=en&n=58035AF4-1
Permit Information http://www.ec.gc.ca/nature/default.asp?lang=En&n=677AEBD4-1
Permit Offices http://www.ec.gc.ca/mbc-com/default.asp?lang=En&n=2BD78769-1 For more information, please reference and download the Handbook — Canada and Cackling Geese: Management and Population Control in Southern Canada http://www.ec.gc.ca/mbc-com/default.asp?lang=En&n=6D2B893B-1 Submitted by Guida Williamson, Camping In Ontario ■
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CAMPING IN ONTARIO UPDATE | 12
Proposed Anti-spam Laws — Are You at Risk? Don’t you just love getting an email about a long-lost uncle that left you money in Jordan or an ad to enlarge something or your bank account information needs to be updated? You’re not alone. According to Industry Canada, nearly 90 percent of worldwide email traffic is spam. Spam is a massive issue which causes consumers to miss legitimate emails as they are flagged as spam. Emails become more unreliable and cost business in lost productivity. Interestingly, Canada ranks fourth as the most targeted country for spam with India, Russia and Vietnam being the top 3 countries that produce the spam. What’s more surprising is that 13% of people have clicked on a link and 9% called the phone number in a message. Canada was the last G8 country without any anti-spam legislation. While the legislation has passed, its key provisions have not yet been put into force. Enforcement is expected to occur within the next year. Under the new legislation, which may change from the current proposal, the Office of the Privacy Commissioner of Canada will have more power to enforce it. Penalties for each violation could be fines of up to $1 million for individuals and up to $10 million for organizations. The new legislation deals primarily with Commercial Electronic Messages (CEM). “Commercial” is anything with the intent to market, promote, advertise, or sell goods, products or services or to offer business, investment or gaming opportunity. “Electronic Messages” include email, texting, sound, voice or image messages and applies to smartphones and personal digital assistance and some content on social media sites. So, how does this proposed law affect your current email marketing program? It will require you to do the following: 1 Obligation to obtain consent to send a CEM 2 Obligation to include specific content in CEM
When you post your email address on your website, you are providing implied consent. If you wish to limit the spam that you receive as a result, you need to indicate that you do not wish to receive unsolicited CEMs. Some sample wording to include on your website might be: Our posting of our email address on our website does not signify our consent to receiving unsolicited commercial electronic messages. Do not send us unsolicited commercial electronic messages unless we have provided you with our express consent to do so. Information which must be included in a CEM: • Identity of sender and/or person on whose behalf it was sent • Contact information including mailing address plus either phone, email/web address of sender or person on whose behalf sent. • A mechanism to conveniently unsubscribe. • Name under which the sender conducts business (if different than legal name). • Information must be clear and prominent. • All of the above must be present on every communication. When using a third party email program (such as mail chimp), ensure that there is an agreement in place and inquire about their Anti-Spam compliance. Having an opt-out consent is not the same as opting in to a list. For example, you add an email to your marketing email list and you offer an unsubscribe mechanism. You can’t claim due diligence in obtaining permission simply because you have provided a way to unsubscribe. As you continue with your marketing efforts, do the following:
Consent can be either express or implied: • Express consent (opt-in) requires that the sender be identified, provide contact information and allow for the recipient to easily unsubscribe (i.e. sign up forms, check boxes to add to mail list). • Implied consent may apply if there is a pre-existing business relationship (including non-profit), recipient has previously published email address in a conspicuous manner (note — have your email as a hyperlink and not published on your website) and if the recipient has provided the email address to the sender and the nature of the email applies to the role, business, function or duty of the recipient. It is important to note that this is only valid for two years from date relationship was established. For example, you had a camper come in on the August long weekend and you sent them information about their stay or request to complete a survey. If the camper does not come back for two years, your implied consent is no longer valid. As a member, you have given the Association implied consent to communicate with you.
• Ask yourself, “Do I have consent or implied consent?” • Make a plan to obtain consent — on forms, website, etc. • Ensure you have unsubscribe and other requirements of CEM. • Create policies and train your staff.
We will continue to keep you updated on changes and progress with the new anti-spam laws. Now however, is the perfect time to ensure you are taking the proper steps as your campers leave for the season. For more information, please consult the following resources: http://fightspam.gc.ca/eic/site/030.nsf/eng/home http://www.priv.gc.ca/index_e.asp Submitted by Guida Williamson, Camping In Ontario Note: The content of the article is the interpretation of the author and intended for information purposes. It is not intended to constitute legal advice. ■
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Toronto International Centre January 17-19, 2014 rvshowtoronto.ca
Hamilton RV Show & Sale
New Location -TBA January 31 - February 2, 2014 rvshowhamilton.ca
Toronto International RV Show Toronto International Centre February 27 - March 2, 2014 torontointernationalrvshow.ca
Kitchener RV Show & Sale
Kitchener Memorial Auditorium April 4-6, 2014 rvshowkitchener.ca
CAMPING IN ONTARIO CAMPGROUND MEMBERS SPECIAL BOOTH PRICE $495.00
CAMPING IN ONTARIO UPDATE | 14
Six Musts For Tourism Partners Before Social Media With everything changing so quickly these days, it’s easy to lose track of the basics: spend your marketing time where it will do your campground the most good. That means to focus attention on your market and how they make the decision to visit. The pace of change can be especially overwhelming. Many of you know that you need to do “something” in social media but you’re not sure where to start, and you’re looking for some help to guide you through the noise. What are some good first steps? Where can you make the biggest impact online?
Do These Things First
Reprinted with permission from Tourism Currents. Say hi to Leslie, Sheila and Becky at Tourism Currents on … Our Facebook Page — we love your Likes, comments and Shares. Our Twitter stream — all day awesome. Our LinkedIn Company Page — follow us, and let’s talk business. Our Google+ Company Page — new but growing. Our Flickr Group Pool — we wanna see your tourism pics. Cheese! Our Delicious bookmarks on tourism — great research tool. Our YouTube channel — video about and from the tourism industry.
If you are starting at zero (or close to it) in social and digital marketing, here’s what is recommended: 1. Big picture and strategy come first. Sit down and define your ideal customer or guest and describe your market in a few sentences. Where are those customers right now on social media (Facebook? LinkedIn? Twitter? Instagram?) In general, what sort of information could you share on social media that might appeal to your particular market? Photos — of what? Information — about what? Video — of what? Customer service — how? Make sure to stop and think at this level for 30 minutes before doing ANYTHING else. :) 2. Talk about how visitors and customers find you now, and how that’s changed in recent years. More from search? Do word-ofmouth referrals include online mentions? More referrals and mentions from social media, and if so, from which platforms? If you can’t tell what brings people through the doors right now, you need to work on being more knowledgeable about your customers. That’s who you will be trying to connect with on social, so you’d better know those folks pretty well. 3. Ensure that you have a website, and that it has good basic information such as where you are (maps, please!) what your park provides, operating hours and contact information. 4. It is important to make that site mobile-friendly as soon as possible, if it isn’t already. 5. Claim their business on Google Places, fill out their profile and set up notifications of reviews. It’s the single biggest move that will help you be found, and listening/responding to reviews is a basic social skill. If you’re feeling ambitious you can claim your business listing on Bing and Yahoo as well, but first take care of the 800 Pound Google Gorilla. 6. Make sure you’ve claimed your business on TripAdvisor and are responding to reviews, if applicable. … THEN you are ready to talk about launching on Twitter, Facebook, LinkedIn, blogs, etc.
You may find that you need some website help, and possibly some assistance setting up a blog on your website. There are many resources and Camping In Ontario Official Suppliers that offer these services. Stick with web designers first and foremost and look for those who are savvy with WordPress publishing software. Do not go with a graphic designer unless they are competent in the basics of web design and SEO (Search Engine Optimization.) Looking pretty is nice, but beautiful work that doesn’t also support your SEO goals is not helpful. Brains have to come before beauty …
Need some help with the basics? Try Intro Lesson from our online course in social media for tourism: http://www.tourismcurrents.com/individual-lessons#Intro You might also find our Lesson Two helpful since it addresses websites and blogs; the internet “home bases” that you control: http://www.tourismcurrents.com/individual-lessons#2 ■
Welcome New Members Campgrounds Yogi Bear’s Jelly Stone Park Camp — Resort Region 1
Official Suppliers Audio Cine Films Inc CellChoice Inc Friendly Slide Toilet Streak Free Solution Southwest Ontario Tourism Corporation (Region 1 Only) Strait Web Solutions
15 | september 2013
A Day in the Life of Sherkston Shores I am envious of all who get to experience the campground tours — I normally stay behind to ensure all is running smoothly with Convention so I miss out (insert sad face). That is one of the reasons I look forward to camp school every year; it provides me with both an opportunity to learn new methods of campground operation and to see and experience one of our fantastic parks. My camp experience took place during the August long weekend — John O’Brien wanted me to experience Sherkston Shores in all its glory! While I am Portuguese, you may find it hard to believe I have never been to Sherkston Shores which seems to attract a large population of flag-waving, soccer-playing, Portuguese families. I was also immediately struck by the vastness of the property and when you are on a golf cart, it may not seem as large as it really is — I didn’t have a golf cart. I didn’t start as early as most campgrounds start. At 9 AM, I was given an overview and was able to experience some transient camping check in which was quiet and fun. All fees had already been collected and all the packages were ready so I was a pro in no time with advising on quiet times and garbage drop off areas. After a tasty lunch in the restaurant, I was off to some security detail with John and Cherie down on the beach. Wow — a beach you can drive on is something I had never experienced and certainly provides its own benefits and challenges. Stopping once or twice to check volumes of music playing and ages of golf cart drivers, we proceeded to the next task as all seemed to be in check. Over the course of my two working days, I assisted with decorating for a pirate-themed owners’ event which is right up my alley! There is a lot of thought and effort that goes into these events and clearly the
regulars enjoy them. I also experienced “cabin” check-ins which vary depending on whether the camper is renting from a seasonal owner or from Sherkston directly — I was impressed that the service was offered on behalf of the owners! It is amazing the patience required when dealing with fairly unreasonable demands (like wanting to be moved on a sold-out long weekend or reimbursed because wildlife was present) and that is why we offer lots of customer service training at Convention because even the most patient person will get a twitch when dealing with “demanding” customers. To round out my experience, I joined a crew on rounds to check on and repair rentals and worked (really, I just observed) at the front access gate (which is staffed 24-hours a day). I am pleased to report no tremendous “long weekend” emergencies which, of course, must have been due to my fantastic assistance (LOL). I rounded out the weekend by staying a few nights with my family. It is more educational to be able to experience both the operational side and the customer perspective of a campground. On a property the size of Sherkston, you can expect more challenges and benefits but with a staff as close-knit as theirs and with the great training programs, Sherkston has honed their craft, but continues to look at ways of improving. I would like to send a great big thank you to all the staff for all their guidance, patience and sense of humour. A special thanks to Cherie Moskalyk and John O’Brien for their countless hours, great lunches and dissemination of knowledge and experience. Submitted by Guida Williamson, Camping In Ontario ■
Camping In Ontario staff often hear campers ask Where can I see photos of the campgrounds? Grab their attention as they flip through the directory and show off your park. Add-a-picture costs $205 + HST An eighth page ad starts at $490! Contact Alexandra Anderson to discuss your advertising options for the 2014 Camping In Ontario directory at 1-877-672-2226 or firstname.lastname@example.org Deadline for 2014 ad insertion and artwork is October 18, 2013.
s t n e v e e i v o M e l o h w e h t for ! y l i fam
We assist you with your entire movie presentation schedule! Entertain your patrons with exclusive pre-release DVDs or with all time favorites from our classic films library.
IN GET H! TOUC
1 800 289-8887
PubliC PerFormAnCe CoPyright APPliCAtion Form
CommerCial Campgrounds SeASoNAL LiCeNSe (MAy 1 to NoveMbeR 1, 2013) Name of orgaNisatioN
MAILING ADDRESS (IF DIFFERENT)
Authorized by (complete nAme, position or AreA of responsibility)
Purchase order, credit card number or check (Please indicate)
exp. date :
NUMBER OF SITES 1-100: $150 + taxes
OPCA Campground member benefit — 25% off posted rates 101-200: $275 + taxes
MORE THAN 200: $400 + taxes
This liCense inCludes one pre-release. PRe-ReLeASe MovieS ARe AvAiLAbLe iN two (2) foRMAtS: vHS wHiCH HAS No extRA CoStS, AND CUStoM DvD wHiCH HAS «DigitAL eNCRyPtioN fee». Note that a standard handling fee of $5.00 will be charged for all licenses and $10.00 for all movie and pre-release shipments – transport fees and taxes are extra. Upon reception of your license application form, an invoice confirmation in the proper amount will complete licensing information. This form will be considered to be an official request on the part of your organisation to obtain an annual copyright licensing agreement from Audio Cine Films Inc. This license is effective from May 1 to November 1, 2013 – No refunds or cancellations beyond 30 days. All licenses must be paid in advance, by credit card or with a purchase order. This form can be completed online at www.acf-film.com in the main menu under «Obtain a license», it can also be sent by fax or regular mail at the following address: Audio Cine Films inC. 1955, Côte-de-Liesse Road, Suite 210, Montreal (Quebec) H4N 3A8 CANADA T. 1 800 289-8887
F. 1 514 493-9058
CAMPING IN ONTARIO UPDATE | 18
Camp School at Bare Oaks Family Naturist Park Well, where do I begin? For my third and final summer with Camping In Ontario, I chose to do camp school in a park that is just like any other, but also completely different. My drive to Bare Oaks on my first day surprisingly wasn’t that nerve racking. I knew where I was going, what I was going to be doing, and that I just had to do it. There was no turning back for me, I was too excited! When I first got there I was greeted with smiles, friendly faces, and even hugs. I was eager to throw on (or off rather) the appropriate uniform and get to work. They say the hardest part is letting go, and it really wasn’t that hard. I will say that for a woman who is self-conscious of her body, I have never felt more comfortable, free, or confident. Stéphane wasted no time in giving me a tour of his amazing park. There are so many different aspects to this park with it being member-based and open all year. Aside from the campground part of the business, there is also a clubhouse open year-round; a restaurant; a store filled with supplies, food and tons of information on naturism; and many committed seasonal campers who help out around the park, put together events, and even put on shows! The staff at Bare Oaks is wonderful, helpful, and accommodating. I have to admit, it was nice to hear they were disappointed to find out I was only there for two days, and the feeling was mutual! It was refreshing to see a busi-
ness which employs so many students and young adults. Working in a campground is a great place for young people to learn a ton of different skills and gain experience in various roles; there were even two girls there who came from Germany to work at the park for the summer and learn some English. A campground needs young people with energy and enthusiasm — it brings such a different pace to the park. During my two days there I worked in the office/store where I assisted in checking people in to stay and/or participate in a huge volleyball tournament, cleaned washrooms, washed club house floors, was educated on electrical wiring, water systems, and septic-type stuff. I knew going into this park that working with Stéphane and Sherry, I was going to be put to work and come out more knowledgeable and that is exactly what happened. The atmosphere was relaxed and natural — I didn’t even feel like I was working. I even volunteered to go back anytime they were busy and needed an extra hand. I am so grateful that I was given the opportunity to experience naturism and experience life in yet another campground. Thank you to Stéphane, Linda, Sherry, Karen and all of the amazing staff and seasonal campers at Bare Oaks for taking me in and making me feel welcome. Thank you for letting me do my camp school at your park! Submitted by Erin Hill, Camping In Ontario ■
Calendar September 10 Listing Changes Due October 18–20 Toronto Fall RV Show and Sale Toronto Congress Centre www.rvshowfalltoronto.ca October 21 Ads for Camping in Ontario Directory Due Convention Hotel Special Rate Booking Deadline October 25 Convention Early-bird Registration Deadline November 17–20 Convention & CampEx JW Marriott Rosseau Resort in Muskoka
November 19 Annual General Meeting JW Marriott Rosseau Resort in Muskoka December Supplier Renewals Due January 17–19 Toronto RV Show January 31–February 2 Hamilton RV Show & Sale February 14–17 London RV Show February 21–23 Toronto Outdoor Adventure Show February 27 – March 2 Toronto International RV Show
February 28–March 2 Ottawa RV Show March 6–9 Montreal RV Show March 6–9 Winnipeg RV Show & Sale March 7–9 Quinte Sportsman Show March 27–30 Quebec RV Show April 4–6 Sudbury Sportsman Show April 4–6 Kitchener RV Show & Sale
CAMPING IN ONTARIO UPDATE | 20
Independent Info on Corporate Creditor Bill Payment Service I started by researching information on the banks that I wanted my customers to be able to pay through. I chose RBC, TD Canada Trust, CIBC, PC Financial, Scotiabank, and BMO. In my research I discovered there are two ways to set up the online banking. 1. Non-consolidated: Each bank sends you information when payments are made. 2. Consolidated: Set your bank up as a lead bank. The other banks will send the lead bank information when payments are made. The lead bank will consolidate that information and forward it to your company. The non-consolidated method was better for our company since we will be manually entering the payments into our reservation system and there will be low to moderate volume of payments. The implementation cost was significantly higher for the consolidated method and there would still be monthly fees from the other banks. The additional costs did not outweigh the benefit of using the consolidated method over the non-consolidated method. Most banks have fees associated with this service; BMO does not currently have fees. These include one-time setup fees, fixed monthly fees, and variable monthly fees. These fees are accurate as of February 2013 for the non-consolidated method of online banking. Please note that PC Financial is affiliated with CIBC and I am unsure whether both banks have fees or there is one set of fees for both banks.
RBC Implementation Fee Fixed Monthly Fee RBC Client Non-RBC Client Reports (per report) Email or Fax Bill Payment Delivered (per payment) 1 to 100 101 to 1000 1001 and over
TD Canada Trust $125 $15 $25 $1.25
Implementation Fee $125 Fixed Monthly Fee TD Client $15 Non-TD Client $25 Report Fee 0 to 20 payments $0 21 to 200 payments $10 201 + per 100 payments $10
$0.065 $0.060 $0.055
Accepting payment via credit card costs approximately 2% of the sale amount. This means that for a payment of $3000, such as camping fees, the credit card fee would be $60. Using online bill payments costs significantly less per transaction however there are fixed monthly fees to consider. Taking into account the fixed monthly fees and the variable costs for the above six banks, the breakeven point would be at approximately $61,000 in sales. Any funds paid online above the $61,000 total will result in a cost savings over credit cards. The setup process for online billing starts with the bank that you as a company deal with. You are required to fill out some paper work and they will forward notification that you want this service to the other banks that you selected. From there, each bank will contact you and will request that you fill out paperwork with them. Some banks will notify you in their original paperwork, while others will notify you in follow-up papers when the setup date is. In general, the entire process took about two months for most of the banks; BMO is an exception and will be up to four months. The banks seem to batch new online billers so there are only certain activation dates. All the dates for the banks will be different so there could be a long period of time between when you send the paperwork in and when the service is actually up and running. Once the service is operating, bill remittance information will be faxed or emailed to you. The reports specify the account number, name of the customer, and the amount they paid. Generally reports are not generated if there are no payments however you can request zero remittance reports be sent. Each report sent will have an audit or sequence number on it. This is to help keep accurate records of payments; if a number is missing from the sequence then a report has gone missing.
Contact Information RBC
CIBC and PC Financial
Irene Dolbik Phone: 1-877-995-9199 email@example.com
Sarvat Ara Phone: 416-228-3333 Option 1 ext 4609 firstname.lastname@example.org
TD Canada Trust
CIBC and PC Financial
Implementation Fee $125 Fixed Monthly Fee $5 Report Fee Scotia Client $1.50 Non-Scotia Client $2.50 CSV Reports Scotia Client $15 Non-Scotia Client $20
Implementation Fee Fixed Monthly Fee CIBC Client Non-CIBC Client Fee per payment Fax Reporting Fee
$125 $15 $25 $.055 $1.25
Linda Neely Phone: 519-663-1667
BMO Robert Remmerswaal Phone: 416-867-2087 email@example.com
Elaine Leonard Phone: 416-288-4133 firstname.lastname@example.org Submitted by Highland Pines. This article is independent research and other campgrounds have found it valuable which is why we are sharing it with you. Please do your own due diligence. ■
Toilet Streak-Free Clear Coating Solution
Keeps your toilet bowl clean No use of brush (minimum for 6 days), a pleasant scent 1 bottle is good for 50 times usage Repels refuse Works on all types of toilets Proudly made in Canada For household and portable, RV, plane, boat and camp toilets.
www.friendlyslide.com 416-270-5575 email@example.com
CAMPING IN ONTARIO UPDATE | 22
Top 10 Morale Boosters — Motivation in the Workplace Boosting Morale is not a one-time shot. It takes time, effort and energy to keep an upbeat attitude alive. I suggest you take one of these morale boosters and implement it, see how its working and then consider another one. Try the motivational techniques below.
Boost Pride and Professionalism
Manage Expectations High Expectations lead to disappointment. Define for your employees and patients reasonable expectations. ACTION: Clearly outline what others can expect from any interaction/ procedure or role. Under promise so you can routinely over-deliver.
Have any shrinking violets at work? With meaningful work everyone should be proud of their role. If you don’t sense the pride than you know people need to be recognized for their contribution. Show employees why they should be proud and that their work is meaningful. Of the top reasons people leave their work, they don’t feel appreciated. ACTION: Don’t leave this to fate, make sure people feel genuinely recognized. Appoint employees to this role (make it a game or give incentives to keep recognition alive).
Settle for No Less than Learning
Organizations that play together stay together
Disrespectful acts are instant morale crushers. ACTION: Clearly define and communicate what is respectful behavior and what is not. Acts of disrespect should be reprimanded. Challenge each other with respect.
It’s trite but true. Playing around turns the routine into festive and encourages positive workplace rapport. ACTION: Add humor and play to meetings, patient interaction, and shift change. Motivational speeches that engage and inspire help but only if they are relevant.
Glean the element of surprise People remember the unexpected (i.e. Not many people will forget September 11th). ACTION: Create positive memories by engaging in the unexpected. Surprise people with activities, rewards, games, and recognition. Be Creative — the more surprising the better!
Smiling Inspires Confidence Smirk — it’s good for business. People feel at ease and comfortable when others smile. When your staff smiles it inspires confidence. ACTION: Spend time walking around smiling and encourage (insist?) people smile at work. Self-development starts with a positive disposition.
Tell your story
Your organization has a purpose, history and vision… Share it. Your story helps people feel like a part of something important. ACTION: Communicate your story often at meetings and retreats. Appoint employees to act it out or tell it at company events.
Learning is a priority so look for the lesson in everything. Treat mistakes as learning opportunities. Most people are doing the best they can given the time and resources they have. ACTION: When mistakes happen don’t punish but make sure they are treated as a learning opportunity. Have a seminar that encourages people to discuss near misses and opportunities to improve.
Insist on Respectful Behavior
Involve The more you involve people in problem solving the more they will buy into the solution. ACTION: Create a system to solicit input and incorporate it before rolling out change.
Laugh, Lighten up and enjoy your Mind! New brain research by Event speakers Dr Candace Pert suggests that when we laugh we use our brain to its highest capacity. Laughter immediately boosts endorphins, increases energy and decreases stress hormones. ACTION: Have laugh breaks to encourage the active use of humor. Put games, joke books, stand-up comedy tapes in the lunch and break areas to help people engage their humorous side. Jody Urquhart, Inspirational, Motivational Keynote Speaker Jody is author of the book All Work & No SAY. Her mission is to help motivate people to derive more meaning, fun and satisfaction from their work. Come hear Jody’s keynotes at Convention on the topics of Customer Service and Change. ■
Register Now: WCWC/OWWA Small Systems Hands-on Workshop October 24, 2013: Walkerton Clean Water Centre Practical hands-on training designed for owners and operators of small drinking water systems. CEUs: 0.6 Fee: $175 + HST
To register please visit wcwc.ca/registration
23 | september 2013
Test: Is Low Trust Undermining Your Leadership Program? Here are some things leadership experts agree companies do that cripple your leadership program and strategy by undermining employee trust. Answer yes or no to the questions below to test your trust leadership Qualities: 1. Does leadership in your organization forget to model what they say? (e.g.: An organization says the most important asset is its people, but then they make changes that affect all employees without notice or input.) YES NO 2. American aviation pioneer Wilbur Wright said, “A parrot talks much but flies little.” Does your leadership team make promises they can’t keep? (e.g.: Leaders keep talking about a better, fairer scheduling system that never materializes.) YES NO 3. Does Leadership tend to avoid dealing with conflict? This comes across in a false persona: “Everything is just great!” YES NO 4. Does your organization guard and selectively disclose information? (e.g.: There are off-limit zones for some employees. Information is guarded and only a select few are in the know. Meetings happen behind closed doors escalating stress.) YES NO 5. Does your organization discourage employees from using their own judgment? (e.g.: The organization always goes ‘by the book.’ Rules designed so that people don’t have to think about what they should do.) YES NO 6. Does leadership ask for input and suggestions then ignore them? (For example, a leader asks for suggestions on improving service. An employee offers two ideas and no one responds or brings it up again. Employees get the feeling that leadership is just going through the motions, and they really don’t want the input.) YES NO Note: Of course, you won’t use all ideas, but follow-up is essential. A leadership program should show you are listening. 7. Does it seem like everything is monitored, from the number of sick days to productivity levels? YES NO 8. Are employees “given” information such as changes in job, new policies and procedures and not included in the process? Note: A good leadership strategy is to share information consistently to soften the barriers between “us” and “them” thinking. YES NO 9. Does your organization encourage competition among its members? YES NO Note: In a competitive workplace employees will not share information to help one another succeed. Any Leadership program where Competition reinforces the notion that the end justifies the means will undermine your leadership strategy. SCORE: If you answered yes to three or more of the questions above, then trust is likely affecting morale in your workplace. Jody Urquhart, Inspirational, Motivational Keynote Speaker Jody is author of the book All Work & No SAY. Her mission is to help motivate people to derive more meaning, fun and satisfaction from their work. Come hear Jody’s keynotes at Convention on the topics of Customer Service and Change. ■
CAMPING IN ONTARIO UPDATE | 24
The Internet May Be King but Print Is Far from Dead I often advise people that their Web address should be treated like their second business name. I also tell them that their URL should be short, memorable, and easy to spell. Ideally, it is the shortest possible variation of your actual business name. This advice is based upon the fact that there are many ways to drive traffic to your website. Many people think that they build a website, then just sit back and wait for a flood of new business to be magically generated by Google. Well, it doesn’t quite work that way. If you look at the Google Analytics for the average website, you will quickly learn that there are three basic sources of incoming traffic. One is search engines (where Google and Bing are, for all practical purposes, the only games in town), another is referring sites (like Go Camping America, your state campground association, and your local tourism office or chamber of commerce), and the last is what is referred to as “direct traffic”. In many instances, those three broad sources of traffic break down into equal thirds. In this installment, I would like to concentrate on that last segment: Direct traffic. You can have one of the world’s best websites but, without traffic, it is nothing more than a business with its lights out. People need to find your business, and whatever it might be, every single potential customer counts. If direct traffic represents a third of your potential with respect to new business, you cannot afford to turn a blind eye to that traffic. To start, it helps to know direct traffic’s sources of origin. Some direct traffic is what is referred to as “type-in” traffic. These are people who, although they already know your business, are probably not familiar with your website. They simply presume that entering your business name, followed by .com will take them to your website. (Hopefully for you, that is the case!) This is the argument in favor of choosing a short, memorable, and intuitive domain name.
Other sources of direct traffic include advertising and listings in printed directories and publications that reach your clientele. If you are a campground owner, you simply cannot afford NOT to be found in your state association directory. These are professionally designed publications that are printed in large quantities, are organized in a manner that makes it easy for people to zero in on specific regions, and are distributed in markets that reach out to both active and potential campers. In most instances today, the primary purpose of any print advertising is to send prospects to your website, where they can find more information and immediately respond to your “call to action” … which is almost always going to be either a reservation inquiry or a real-time reservation. For this reason, your Web address should be one of the three primary elements of your message, along with your business name and telephone number. With a little imagination, there are so many ways of reaching out to people with your URL. Do you have signage on your vehicles? If so, does it include your Web address? Vinyl signage is very inexpensive these days, and a message on the rear window, tailgate, or rear bumpers on your vehicles will be absorbed by far more people than a message that is seen fleetingly on a side door. Everything else aside, the single most important way to promote your website is through the use of printed literature. Like your directory advertising, your brochures, rack cards, or other printed literature need to get to the point of sending people to your website. As somebody who started in the advertising industry producing fourcolor brochures for the outdoor industry, I can tell you that people are printing smaller brochures (or more often rack cards) in lower quantities and with less frequency. The key is to insure that the quality of your literature stands out from the crowd and that it gets distributed. Just like a terrific website that is relatively unseen, the best brochures that sit in a box are failing to generate a penny in new revenues for your business. Many state campground associations have very inexpensive distribution programs that allow your brochure to “piggyback” with directories that are mailed in fulfillment of consumer requests. Saving the
25 | september 2013
postage will easily cut your costs of reaching those new customers in half. Your state association can also help you to reach campers at major RV shows. You cannot possibly afford the time or the expense to exhibit at every major camping show, typically held during the winter months, when Northern campers are itching for the snow to melt and when Sunbirds are anxious to migrate back to the Northern woods; however, “piggybacking” once again with your state association can be the next best thing. Although you should certainly consider exhibiting directly at the major shows within your key markets, because there is no substitute for the one-on-one ability of being able to speak directly with your key prospects, rely on the experts to cost-effectively get your literature into the hands of the people who you cannot afford to meet yourself. In addition to the state campground associations, there are at least two companies that provide a similar service that is tailored to the family camping and RV markets. Those two companies are: • Anderson’s Brochure Distribution Service http://www.campwithandersons.com • United Brochure Distributors http://www.vacationnortheastusa.com I apologize if there are others that I may have unintentionally omitted. If they exist, they are probably not doing an efficient job of pro-
moting their own businesses. Other companies maintain literature racks that display campground brochures at RV dealerships from state to state. One of these, serving the state of California, is RV Travlin — http://www.rvtravlin.com. Incorporate these ideas and services, then watch the direct traffic to your website increase substantially by people who are campers, are interested in your state or region, and who would otherwise not know that your business exists. Copyright © 2013, Peter Pelland. May not be reproduced without permission. Reprinted from the Campground Industry E-News, with the author’s permission. Peter Pelland is the CEO of Pelland Advertising, a company that he founded in 1980 and which has been serving the family camping industry for over 30 years. His company builds websites and social media content, along with producing a full range of four-color process print advertising. Peter is also the founder of the Campground Success project and is the co-author of Unconventional Wisdom Works — 25 Marketing Strategies to Build Your Outdoor Recreation Business Today. Contact Peter with any questions regarding the marketing of your business. There is never a charge for an initial consultation. Learn more about Pelland Advertising at www.pelland.com or www.facebook.com/ PellandAdvertising. ■
Campground Insurance Coverage Specific to Campgrounds Great Campground Insurance Rates Also Offer
Let Us Help With Your Campground Insurance Call Sue Gibson or Tracy Hooghiem 1-877-463-5500 firstname.lastname@example.org email@example.com
Home/Auto Insurance Trailer Insurance Business Insurance Life Insurance & Health Benefits - Contact Tracy
2014 Brochure Distribution Program
Contact Name: Phone Number:
This year we will be participating in 12 RV Shows throughout the winter and spring. Please note we will not be taking brochur es to the Kitchener Show. We’ve been able to keep the cost to participate in the shows at the same price as 2012 and have offered new options. Please complete the entire form and return it, along with your payment and brochures to the office.
On table $75/ show
Toronto RV Show
January 17-19, 2014
Hamilton RV Show & Sale
January 31 - February 2, 2014
London RV Show
February 14-17, 2014
Toronto International RV Show
February 27-March 2,2014
Ottawa RV Show
February 28-March 2,2014
Montreal RV Show
March 6-9, 2014
March 7-9, 2014
Winnipeg RV Show & Sale
March 6-9, 2014
Quebec RV Show
March 27-30, 2014
Sudbury Sportsman Show
April 4-6, 2014
Toronto Fall RV Show & Sale, FREE if participating in 1 or more shows. Please do not send extra brochures.
October 17-19, 2014
The cost is $75.00 per show, less 10% for 2-4 shows or less 20% for participation in 5 or more shows.
All brochures must be received at the Camping In Ontario office at least 7 days prior to each show.
Please send 150 brochures per show, brochures larger than 9” X 4” will cost extra, please contact association office for the price.
Please make cheques payable to the Ontario Private Campground Association.
For a fee of $75.00 your campground brochures can be placed on the display table for the public
For a fee of $75.00 your brochures will be stuffed in the giveaway bags. **this does not include the placement of brochures on the display table**
For a fee of $150.00 your campground brochures can be placed on both the table and in the giveaway bags. Please send 300 brochures for this option.
NEW In bag $75/ show
NEW Both $150/ show
Subtotal Discount HST 13%
By signing this insertion order, you agree to pay the above noted amount, by the method of payment indicated:
ONTARIO PRIVATE CAMPGROUND ASSOC. 206-305 Milner Ave Toronto, ON M1B 3V4
PHONE 416-820-2714 TOLL FREE 877-672-2226 FAX 877-905-2714
27 | september 2013
Notice of Annual General Meeting NOTICE IS HEREBY GIVEN that the Annual General Meeting for the Membership of the Ontario Private Campground Association will be held on Tuesday, November 19, 2013 at J.W. Marriott, The Rosseau Resort in Minett, ON. The Annual General Meeting will begin at 9:30 am and end at 12:30 pm and will be held for the following purposes: 1.
2. 3. 4.
To receive and consider: a) the Minutes of the 2012 Annual General Meeting; b) the financial statements of the Association for the fiscal year which ended May 31st, 2013; and c) the reports of the auditors therein. To elect Directors To appoint the auditors of the association; and To transact such further and other business as may properly come before the said meeting or any adjournments thereof.
Dated at Toronto, this 31st day of August, 2013. BY ORDER OF THE BOARD OF THE ONTARIO PRIVATE CAMPGROUND ASSOCIATION
Bruce Dressel, President
CAMPING IN ONTARIOâ€‰UPDATE | 28
PROXY FORM If you cannot attend the Ontario Private Campground Associationâ€™s 2013 Annual General Meeting but would like to make your vote count, please fill out this proxy form and return it to the association office by Friday, November 8, 2013. Please make sure you indicate who is charged with your proxy. I, ___________________________________, from _______________________(campground name), a voting member in good standing of the Ontario Private Campground Association (OPCA), hereby give my proxy to Bruce Dressel, President of the Board of Directors or failing him Darci Lombard, Treasurer/Secretary of the Board of Directors. OR (complete only if you wish to name someone other than the above as your proxy) I, __________________________________, from _________________________(campground name), a voting member in good standing of the Ontario Private Campground Association (OPCA), hereby give my proxy to, _____________________, from _____________________ (campground name), a voting member in good standing; as my proxy to attend, act, and vote on my behalf at the Annual General Meeting of members to be held Tuesday, November 19, 2013 at 9:30 am at J.W. Marriott, The Rosseau Resort, Minett, ON (including adjournments thereof). Name: __________________________________ Date:_________________________ Signature:______________________________________________________________ It is the responsibility of the member to determine whether the person to whom they assign the proxy is able and agrees to act in the manner described.
Please ensure delivery of the completed proxy to:
Camping In Ontario/OPCA by no later than
Friday, November 8, 2013 at 5:00 p.m. By fax:
Camping In Ontario/OPCA 305 Milner Ave, Suite 206, Toronto, ON M1B 3V4
PROPOSED AGENDA - 2013 CONVENTION AND CAMPEX ***Draft agenda. Topics and times subject to change.***
November 17 to November 20, 2013 JW Marriott The Rosseau Resort
Your Roadmap to
C ONTINUED S UCCESS TRIED & TRUE
FRESH & NEW
Sunday, November 17, 2013 9:00 AM
Registration for Campground Tour Attendees and Coffee with Muffins
9:30 AM to 3:30 PM
Campground Tour Tour of Horseshoe Lake Camp & Cottages and Trailside Park campgrounds Boxed Lunch
12:00 PM to 4:00 PM
Exhibitor Set up with lunch provided
3:30 PM to 4:30 PM
New Member Reception and Welcome Bruce Dressel, President and Alexandra Anderson, Executive Director, Camping In Ontario Come meet the Association president and executive director and learn more about how to get the most value out of your membership. (Hand out on voting)
3:00 PM – end of day on Monday
Bulk Buy Room Opens Come look at what products are available for bulk purchase with potential costs and ordering details.
4:00 PM to 5:00 PM
CampEx opens - CampEx “Speed Dating” More information to follow on this.
Multicultural Food Station Reception in CampEx with finger foods
5:00 PM to 9:00 PM
Monday, November 18, 2013
(Mini Convention begins here) Continental Fresh Start Breakfast in CampEx Continue visiting CampEx suppliers
Cracker Barrel for Large Parks
Coffee/Tea Break, CampEx Closes
Addressing Key Issues in Family-owned Businesses – Blending the Tried & True with the Fresh & New Lorraine Bauer, CAFÉ (invited)
What’s NEW - Advertising and Social Media for Beginners
Get with the NEW – Going off the Grid
Lunch and Camping In Ontario Update and General Cracker Barrel
Cracker Barrel – Reducing Costs and Generating NEW Revenue with Suppliers
Advanced Advertising and Social Media
Human Resources from A to Z
Recreation Activities and Requirements
Dinner, CCRVC Update, Auction Followed by a Jam Session around the “Campfire” Bring your favourite instrument, even if it’s just your voice.
Tuesday, November 19, 2013 8:00 AM
Keynote Speaker and Breakfast This would be Funny…. if it wasn’t Happening to Me! How to Embrace Change with Enthusiasm and Vigor Jody Urquhart, Motivational Speaker Sometimes life just gets in the way. Do you ever think, “Why can’t things just go the way I want for a change?” or “Why can’t people just leave me alone?” This hilarious and provocative presentation shows you how to face your stress instead of running and hiding. Embrace challenging situations and people with new ideas, innovation and conviction. Derive strength from change Transform bad into good Laugh when things go wrong Summon your strength, courage, and talent during the topsy-turvy times in your life How to bring others kicking and screaming into this century Laugh at your own inner dramas Stop running from your own shadow
9:30 AM to 12:30 PM
Annual General Meeting
Lunch and Government Relations Strategies for Different Levels of Government (Mini Convention ends after lunch)
Cracker Barrel with MOE topics (septic, environment, trees, native gardens, etc.)
Cracker Barrel with Legal Topics Joe Hoffer, Cohen Highley; Leigh Fishleigh; Jeremy Warning, Heenan Blaikie LLP Join 3 top legal representatives with experience in the campground industry for a review of Trespass to Property Act, Legal Evictions and Ministry of Labour topics. Then this moderated session is open to all participants for Q&A.
Cracker Barrel with Customer Service/Rates John O’Brien, Sherkston Shores and Peter Majewsky, Majewsky Consulting Join this moderated cracker barrel on customer service, rates and all related topics. A 5 minute presentation will be made by each presenter and then the session is open to all participants for Q&A.
Men's and Women's only Sessions with Speakers and a Social Component Men's Session – Balancing Men’s Health and Diet in a Busy Work Environment Women's Session – Balancing Women’s Health and Diet in a Busy Work Environment
Awards and Entertainment Dinner Campers Helping Campers Awards
Wednesday, November 20, 2013 9:00 AM
Breakfast and keynote speaker The Nerve to Serve, Say Hello to Humor & Goodbye to Burnout! Jody Urquhart, Motivational Speaker In this humorous and inspiring motivational speech participants will learn how to: Laugh at the tough stuff Say hello to humor and goodbye to burnout Use appropriate humor as a tool not a weapon Play along the way and enjoy work Be compelled to use humor, laughter, and play to breathe new passion into work Use their Amuse System to Boost their Immune System Use humor to create rapport and win customers’ trust and loyalty Know that a sense of humor is invaluable in promoting flexibility, resilience, and coping skills Use humor to stay in control Use play to be in the moment (where time flies) and there is no stress Laughter and humor effectively and inexpensively counter stress, improve morale, and create a work environment that is friendlier, less stressful, and more productive.
Other Exciting Things Not on the Program
Mentorship program for newer members, owners and attendees. Bring your tried & true or fresh & new money-making ideas and campground activities. Multi-cultural CampEx finger foods meal. CampEx meeting room available all day on Monday to continue your discussions and firm up your orders.
2013 Convention & CampEx
November 17th to 20th JW Marriott The Rosseau Muskoka Resort & Spa PLEASE PRINT OR TYPE
SAVE $10 on each additional full registration! Save $50 before October 25th
Campground Name: ___________________________________________
Early-bird Rate Until October 25: $425
Delegate #1 _________________________________________________ Please check if attending campground tour (additional $30) Delegate #2 __________________________________________________ Please check if attending campground tour (additional $30)
Regular Rate: $475 (After October 25)
*Mini Convention: $270 Campground Tour: $30
Delegate #3 __________________________________________________ Please check if attending campground tour (additional $30)
Delegate #4 __________________________________________________ Please check if attending campground tour (additional $30) Other: ______________________________________________________ Please check if attending campground tour (additional $30)
Delegate #1 x $425 = _________________
______________________________________________________ Please check if attending campground tour (additional $30)
*Mini Conv. _____ x $270 = ___________
Additional Delegates ______ x $415 = ____________
*Email: ______________________________________________________ *REQUIRED FOR ALL EVENT INFO AND CONFIRMATIONS
_________ x $30 =
Subtotal: = ___________ + HST 13% = ___________ Total = ____________
All allergies must be submitted at least 1 week prior to the event.
Please check if you are a first-time attendee or new owner to receive the “New Attendee” $100 discount. Discount only applies to full Convention registration.
Payment Method Cheque (payable to: Ontario Private Campground Association) Credit Card (please phone in your payment information to: Lisa at 1-877-672-2226) Please mail back to the address below or fax a copy to 1-877-905-2714 *Mini Convention Mini Convention consists of the following: CampEx, breakfast, lunch and dinner on Monday. It also includes the breakfast, lunch and AGM on Tuesday and ends after lunch. **All payments must be received prior to attendance. All cancellations prior to November 1st are subject to a $25 processing fee. Cancellations after November 1st are non-refundable. Please retain a copy of your registration for income tax purposes as the fee qualifies for the Education and Training tax claim.
Camping In Ontario
206 - 305 Milner Ave. Toronto ON M1B 3V4 Fax: 1-877-905-2714