thecentre:mk, the 200-retailer shopping centre in Milton Keynes, has added a wireless-based communications system from Multitone to its retail radios.
thecentre:mk, the 200-retailer shopping centre in Milton Keynes, has added a wireless-based communications system from Multitone to its retail radios. As Woolworths store manager John Smith told Professional Security, if smaller retailers did not have a radio, they found themselves relying on the larger retailers with a radio for information – and the passing on of any information might not be perfect. John Smith praises Mall Call as simple to use, and simpler than a two-way radio for sometimes nervous staff to understand. The MK installation consists of wall-mounted transceivers communicating with the central security control room and the Multitone Mall-Call portable message terminals in each outlet. Pressing the hand-held terminal?s red button, for example, is a call for urgent help. He added: ?It?s also a silent way of seeking help, because if you have a particular situation where you need assistance, it?s all right having a radio but it might not be convenient if the problem is standing in front of you.? The centre?s uniformed security staff can send replies to Mall Call calls onto the simple message display. The ?acknowledgement? feature means that when security sends a message to the stores, each can respond, thereby giving confidence to all that the alert is being acted upon. Basingstoke-based Multitone also supplies communications systems for the emergency services; a recent contract is to equip West Yorkshire’s 50 main fire stations with a system to simplify and speed up communication of emergency alarm information.
Below, James Bailey of thecentre:mk gives the shopping centre management perspective.
Prof Sec: How do you use the radio link – not just for security/crime prevention but for other non-security things (such as lost children?).
James Bailey: The shopping centre uses Multitone’s ‘Mall-Call’ paging system to transmit messages and data to all tenants for both criminal and non-criminal activities such as lost children. The centre required a system that could contact retailers almost instantaneously – a feat not possible with a conventional radio-link system when considering that the centre has over 200 retailers. The system is also supported by remote access facilities.
Prof Sec: Does the system work in tandem or complement other security measures (CCTV, uniformed staff)?
JB: The mall-call system compliments our existing security systems. Officers are allocated to assist tenants as and when required,
and the store that has contacted us is monitored through the use of the CCTV system. Smaller retailers who do not have any internal security systems such as uniformed staff or CCTV have found the system to be particularly effective. The system has improved response times to tenants, and improved continuity of evidence by picking up CCTV surveillance as soon as we receive a signal from a store.
Prof Sec: In other places (such as Birmingham, featured last month) there is a great deal of co-operation for crime prevention between retailers who are otherwise competitors, because crime prevention in a shopping centre is in the common interest – is this the case with you?
JB: The centre works in partnership with Thames Valley Police, and all retailers within thecentre:mk and neighbouring centres. The
partnership enables us to share criminal intelligence and implement new systems and schemes to combat various criminal and fraudulent activities. The success of schemes of this nature are dependant upon all retailers ‘buying into’ and pro-actively supporting new schemes. The centre is currently working towards being accredited with the ‘Safer Shopping Award’. The objective of this award is to recognise and reward successful retail crime reduction partnerships, who promote, co-ordinate and oversee measures which contribute to a safe and secure shopping environment.
Prof Sec: Does this system have any advantages over traditional radio systems?
JB: The ‘Mall-Call’ system has proved to be far more effective than a conventional radio link when considering that we have more than 200 retailers, as the sending of messages is far quicker and easier, and we are also able to confirm who has received and read the message.
Prof Sec: What made you choose this system?
JB: The system has the unique feature of being portable and therefore allowing us to retain communication should we have to evacuate the centre, a feature only Multitone were able to provide when we specified our requirements. The Mall-Call terminals are extemely simple to use. The shopping centre staff, many of which are part-time, can learn to use them within minutes and are soon able to contact security, discretely and efficiently, without causing disruption to trading. Using Mall-Call, control room staff for example can quietly warn retailers if shoplifters are operating in their area. Likewise, security control can be alerted should shop staff be threatened, when shoplifters are identified or when assistance is required. One major benefit of the Mall-Call system is the acknowledgement feature such that when security send a message out to the stores, each of the stores can respond to a message from security, thereby giving confidence that their alert is being acted upon.
