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Plugging in Alexa and common objections

Introducing Alexa to residents 

Table of content

  1. Plugging in and installing
  2. Tips demonstrating Alexa
  3. Common issues
  4. Common objections

No technical or maintenance experience is required. The only task is to plug the device into an outlet and demonstrate to residents a few ways to use their new Alexa. It is the demonstration that should be emphasized, not the plugging in.

Onsite community team members are responsible for the device distribution prior to launch. Devices will either 1) be preconfigured to rooms or 2) be assigned to a general room and staff will re-assign the device with the Speak2 Staff app. 

This does not require maintenance or IT support. Any person or staff can do this. Often it is an activities team member, community engagement, or other influencer that residents are comfortable having in their apartments and speaking with. 

Plugging/installing an Alexa

  1. Unbox the Alexa device and plug into an outlet 
    1. We do not recommend plugging the device in an outlet that is controlled by a light switch (E.g., the plug will only turn on when the switch is turned) or in an outlet that is frequently used by housekeeping. 
  2. Wait for the device to turn on and connect to WiFi. 
    1. If WiFi is weak, we recommend placing the device towards the hallway or the strongest signal spot. 
  3. Alexa will be ready when she shows the weather and time.
  4. Demonstrate a few key features that the resident may like - favorite music station,  important reminder, calling the Front Desk, or a trivia fact about their favorite movie. 
  5. Execute a few phrases WITH the resident. Have them ask for the weather or time and let them experience success.

Kitchen and living rooms tend to be the best locations as they are the most traffic areas. 

Present Alexa as a gift and a new component of their apartment like their closet or appliances. We often refer to Alexa as a “clock radio that you can talk to.” This metaphor associates the Alexa with a previously comfortable and usable item and lessens the fear about new “technology.”


Tips on demonstrating Alexa

  • Alexa is like a clock radio you can talk to. This is one of our favorite analogies! Explain that Alexa is like a clock radio, but you can ask her questions, and she can share important information back to you. 
  • The privacy doc is a great document to share if they are concerned about security. The devices are set up on Amazon’s Alexa for Senior Living platform, providing an anonymized experience. There is no Amazon account, email, phone number, or credit card attached to the device. 
  • Show them a few things they really enjoy - music, favorite trivia, crossword spelling help, sports team. 
  • If someone already has an Alexa or Echo, we can change the wake word of our managed one to Echo, Amazon, or Computer. 


Common issues first using Alexa

Below are some common things you will experience when a resident first uses Alexa:


ACTION

RESPONSE

Politeness and extra words that confuse Alexa or make it stop listening.

Tell them that they did great, but Alexa is a robot and works best with commands, like a pet. “Alexa roll over” or “Alexa, sit!” if it were a dog. Talk to Alexa the same way. “Alexa, what is the weather!”


Alexa doesn’t understand please, and thank you, it’s a robot. 

They speak too slowly and Alexa doesn’t respond or understand

Try working with the handouts and demonstrate that the statements are definitive and clear, and that they are the boss!

They will slur and join “Alexa” with the other words, and Alexa will miss the point.

An example would be “Alexa whats the time” is different from “Alexa, what’s the time?”. Alexa needs to hear her name, then wakes up to listen to what is needed. If you start your command before she is listening, she won’t hear the first few words. 

They are saying Alexis or Alex instead of Alexa.

The device will only listen to the wake word, ‘Alexa’ it will not respond to Alexis or Alex. Even if they are aware the name is Alexa, it’s a natural error to say Alex or Alexis the first few times. If they do, remind them her name is Alexa, she is very picky about her name and to try asking again. 

 

Common Objections first using Alexa

Often, residents will push back on receiving an Alexa and say they don’t want it or need it. 

Here are some common examples and ways to address them: 

OBJECTION

RESPONSE

I don’t like it/I’m not good at technology.

Alexa is not like other technology, there are no small screens to look at our new gadgets to learn, you can just talk to Alexa like you would speak with a child.

I don’t need anything new.

Alexa is a great way to keep in touch with others in the community and get updates, you might not need it, but you might like it.

I don’t want it listening to me.

Alexa is only listening when you call her name. Otherwise, she is not listening. Alexa also doesn’t record or store any of your interactions or information.

Will it try to sell me things?

No, the Alexa provided by Speak2 does not store any personal information or credit cards, so you will not be asked to purchase anything. 

How much does it cost?

This answer is based on your community and how you are managing the cost of Alexa and Speak2. Your community has likely done an ROI exercise with Speak2, and most communities do not charge residents for Alexa, as it actually saves the community money. Residents are very distrusting of this topic, so some level of assurance may be needed.

 

Staff Objections

We find that staff can be as skeptical and as much of a barrier as residents. Many of the same objections are voiced by staff. We will not repeat these as they are similar to the above.

Our common experience is that staff are concerned about the following:

OBJECTION

RESPONSE

This will add to my work, and I’m already busy.

There may be some upfront learning for everyone, but the overwhelming evidence shows that Alexa lessens many tasks and requests.

My residents won’t do this.

This bias is common, but we have many residents in their 90’s and many over 100 years old who use and enjoy Alexa. Further, if staff think or illustrate that residents won’t do it, it is the biggest influence on residents trying and succeeding.