Choose one main contact route
Tell people which number or channel to use during camp. Make sure someone actually monitors it.
A social media inbox that a coach checks at night is not a reliable emergency contact route.
Set normal response hours and a separate urgent route. Do not promise instant replies from staff who are supervising activities.
Send the right message at the right time
A booking confirmation should confirm the specific purchase and any next steps.
A pre-camp message should explain arrival, packing, food, updates, and pickup.
A daily message can briefly describe what the group learned and what matters tomorrow.
An incident message should use the private incident process and the right urgency. A serious event should not wait for the evening newsletter.
Write short, useful messages
A daily update might say:
Today we practised controlled passing and taking turns. Tomorrow we plan outdoor skill stations, weather permitting. Please bring the labelled water bottle and the clothing listed in your welcome note. Use [contact route] for private updates.
Do not say everyone “loved it” unless you know that. Share observed learning rather than an invented perfect story.
Protect privacy in group messages
Use tools that hide other recipients where appropriate. Do not expose a list of parent email addresses by accident.
Do not discuss another participant's health, support plan, behaviour, financial help, or complaint.
With adult camps, communicate with the adult customer. A spouse, employer, or emergency contact does not automatically have permission to receive private booking or health information.
Tell the truth during disruption
Use confirmed facts. State what has changed, what customers should do, and when the next update will come.
A useful message might say:
We have moved today's group to our approved indoor space at [location]. All participants are accounted for. Pickup will be at [entrance] at [time]. Contact [number] for urgent questions.
Only say that everyone is accounted for after a current named check has confirmed it.
Do not speculate about fault, injuries, or legal outcomes. Use the emergency lead and approved spokesperson.
Handle difficult conversations privately
Begin with the facts and listen to the concern. Ask what outcome the person is seeking.
Explain what you can decide now and what needs checking. Give a next update date that you can meet.
Keep a record. Follow through. A warm conversation without action will not repair a repeated problem.
Use feedback to improve the service
Ask a few clear questions. “Did arrival work smoothly?” is more useful than “Was our world-class camp amazing?”
Ask what was useful, what was hard, and what should change. Give people a way to raise a concern without posting publicly.
Close the loop: “Several families found the first entrance unclear. We added a map and a sign.”
Your task: Prepare the main message templates and choose who may send urgent updates. Test that customer contact details are current.