ICS Content Management

Welcome to Intelity ICS Content Management Training: Training for content management functions. Through this course you will learn how to manage text information, images, videos, and features in the Intelity ICS.

Overview: ICE Champions understand what content management is and is familiar with the content menu.

What is Content Management?

The Content Management menu of the ICS controls all available functions and content displayed in the ICE application. This includes request modules, text information, images, and video media. The Content menu of the ICS also houses all of the guest comment card responses that have been received.

All content that is enabled can be accessed from the Main Menu section of the Content menu. Short cuts to other modules are also available under the Content menu such as Advertising (Announcements), Home (Main Menu hero images), Media Library, Misc. (Comment Card responses), My Account (Express Checkout enabling), and Stores. Many modules that are accessible from the Main Menu are also accessible directly from the Content menu.

Main Menu

The Main Menu section of the ICS under Content controls the display of the ICE application Main Menu.

This includes:

  • The display order of the tiles
  • The display name and casing of the functions
  • The image assigned to the tile

To add a new tile to the main menu select New Menu in the upper right corner of the Main Menu Section Overview. To update the display name, tile image, or active devices for any of the tiles expand the Section Settings by selecting edit to the right of the tile image.

 

 

 

 

 

 

 

 

To modify the configuration of the section module select the section name to the left of the tile image.

Each of the fields found under section settings controls a different piece of the tile in the ICE application.

  • Title has a character limitation of 32 characters. The casing used to populate this field will dictate how the title is displayed on the tile in the application.
  • ICE Module controls what type of functionality the tile will have. Once a tile has been saved the ICE Module assigned cannot be modified.
  • Menu Image should be a .jpeg, 1024x1024 in size, with the focus of the image in the center to accommodate any cropping at the top and bottom that will occur in the application. To add a new image select Search Images, then click, drag, and drop the desire image. A new image can also be uploaded here.
  • Override Access Code will override the authentication settings on the ICE Mobile application and require the guest to provide their full name and arrival date as opposed to last name and room number. This is used for any pre-arrival requests configured in the ICE application generally only present in ICE Mobile.
  • Premium Content applies a layer of enhanced access to certain modules, requiring that the guest upgrade to access this content. This upgrade is only available from ICE Bedside applications.
  • Devices controls which ICE applications this module will display. PC remains checked for the ICS while the other options reflect the available contracted ICE products.

ICE Module Types

All ICE Modules fall into one of four different categories:

  • Information - primarily text information regarding the property, outlets, surrounding area, etc.
  • Requests - this includes both specialized (tailored to fit a specific request) and custom (can be designed for any desired function).
  • Links - launching an in-application browser to a defined website.
  • Special Functions - non-request, interactive functions.

Information Modules: ICE Champions understand the different information module types and how to add, remove, and modify them.

Single Layer Information Module

Single layer information modules consist a single layer display with available information pages and the textual content in each module. Hotel Information is currently the only information module of this type.

Hotel Information in the ICS displays the currently configured information pages in the upper left section with the customized background image for the module to the right. To update any existing pages select Edit to the right of the information page name. To update the background image select Search Images then click, drag, and drop the desired image into place. Finally select Apply to save the changes.

To add a new information page select Add Section at the top center of the configuration page. Once clicked a new information detail pane will display below.

Populate the title and description for the page. Keep in mind that the information page title has a character limitation of 21 characters, including spaces and punctuation.

Editing the information page text can be completed using the design tab for formatting tools (such as bold, italics, underline, etc.) or using HTML code on the HTML tab (for hyperlinks and text color change). Because the text edit box allows for HTML code, text should never be copied and pasted from a Microsoft office product such as Word or Excel as these products embed a multitude of HTML code. If any copy needs to be brought over from one of these products simply copy the text into a simply editing program (such as Notepad or TextEdit) and then into the ICS.

Once all content as been completed remember to click Apply to save your changes.

Multi Layer Information Module

Multi layer information modules provide a richer, more dynamic user experience with increased functionality. Dining, Local Attractions, and Recreation are the multi layer information modules available in the ICS. When these modules are opened in the ICE applications they display a selection of categories and features available.

When adding new sections to a multi layer information module select New at the top center of the Section Manager.

Sections within these type of information modules can have one of four functions:

  • Information Page - as we saw with Hotel Information.
  • Website Link - a single link launching an in-application browser.
  • Links Menu - a submenu with a variety of website links.
  • Video - video media in .mp4 formate (between 3 - 5MB).

Question 1: Which information modules contain enhanced functionality like videos and links?

  • Dining
  • Hotel Information
  • Recreation
  • Local Attractions

Request Modules: ICE Champions understand the different types of requests, where they are found, and how to modify them.

Different Types of Requests

Specialized requests available to be added to your ICE applications to both the main and sub-menus are:

  • Concierge
  • Valet Parking
  • Wake Up Call
  • Turn Down Service
  • Room Cleaning
  • Engineering/Maintenance
  • Airport Shuttle
  • Taxi Request
  • Luxury Car
  • Rental Car
  • Train Request
  • Dining Reservation
  • Golf/Trainer

Dining Reservation and Golf/Trainer requests are action buttons that can be added to information pages within the Dining and Recreation modules.

Custom ConciergeIn addition to the specialized requests are Custom Requests. These requests can be added to the Main Menu, Housekeeping, Dining, and Transportation sub-menus. There are three formats available for custom requests: concierge (left), valet (below), and miscellaneous.

Custom Concierge Request

When the concierge format is defined under Custom Type on a Custom request the configuration will follow the same configuration formatting as the Concierge request. This type of request will prompt the guest to select from a list of defined options.

Use the Add Request Item section in the middle of the screen to add a new item to the Request Types list. Type the item name as it should appear in the application and select Add Item. The item list can be reorganized to the left by utilizing the quad-headed arrows to drag-and-drop the items into their desired order. To deactivate an item from the list un-check the active box. If there is a ticketing integration (HotSOS, Guestware, Royal Service, etc.) present the ID field next to each request item must be populated with the ticket ID for successful transmission to the integrated ticketing system.

Scroll over the image of a Custom Concierge request below to see how each of the fields in the top portion of the request configuration appear in ICE.

Custom Valet Request

When the valet format is defined under Custom Type on a Custom request the configuration will follow the same configuration formatting as the Valet request. This type of request will prompt the guest to populate a text field with the defined information. If there is a ticketing integration (HotSOS, Guestware, Royal Service, etc.) present the ID field beneath Integration Options must be populated with the ticket ID for successful transmission to the integrated ticketing system.

Scroll over the image of a Custom Valet request below to see how each of the fields in the top portion of the request configuration appear in ICE.

Custom Miscellaneous Request

When the miscellaneous format is defined under Custom Type on a Custom request the configuration will prompt the guest to populate a series of text fields with the defined information. This type of request is designed for use to enhance the guests' pre-arrival experience and will override authentication settings on ICE Mobile, requesting the guest to provide their full name and arrival date.

Use the Add Field section in the middle of the screen to add a new text field to the Field Names list. Type the field name as it should appear in the application and select Add Item. The field list can be reorganized to the left by utilizing the quad-headed arrows to drag-and-drop the fields into their desired order. To deactivate a field from the list un-check the active box. If there is a ticketing integration (HotSOS, Guestware, Royal Service, etc.) present the ID field beneath Integration Options must be populated with the ticket ID for successful transmission to the integrated ticketing system.

Scroll over the image of a Custom Miscellaneous request below to see how each of the fields in the top portion of the request configuration appear in ICE.

Pin Passcode

Pin Passcodes are an additional layer of exclusivity that can be added to any custom request card. These passcodes can be letters, number, special characters, or any combination of the three and are case sensitive. Each is unique to the request in which it is configured and has a 20 character limit.

Pin Passcodes are enabled when a value is entered into the Pin Passcode field in the ICS configuration. When activated the guest will be prompted to enter this passcode before being able to view the request card.

Question 1: True or False - Pin Passcodes can be added to any type of request.

  • True
  • False

Link Modules: ICE Champions understand the different types of link modules, how they work, and how they're added.

Creating Link Modules

Link modules are available on the Main Menu and every sub-menu within the ICS. Links can be added as a single module, or as a menu of links. Some examples of single Links are room and dining reservations while social media and airline check-in are examples of Link Menus.

When adding a new link be sure to fill out all necessary fields and information:

  • Name - this is the title that will appear on the menu tile/card.
  • Title - this will appear at the top of the in-application browser when the link is launched.
  • Website Link - the URL the guest should be directed. Keep in mind that any websites using Flash will not function on iOS devices.
  • Menu Image - the image loaded here will display on the menu tile inside the ICE applications. An image must be assigned to each link module created.
  • Devices - enabled devices the module will display. Any link modules should not be enabled for ICETV as the device type requires a browser to launch the link.

Special Functions: ICE Champions understand the different special function modules and how they're configured.

Comment Card

The Comment Card module is accessible from the Main Menu and allows your guests to provide feedback about their stay. Comment Card responses are recorded in the ICS under Content > Misc > Comment Card View. Responses can also be emailed to a notification group after being submitted by a guest.

The Comment Card configuration screen is broken into three parts. The Details section controls the Main Title, the Sub Title, and the Notification Group for the module. The Comment Card section controls what questions are enabled and will appear in the ICE application. Finally, the Comments Library is the bank of questions available for adding to the comment card.

To add a new question to the Comments Library:

  1. Insert question into the Question field.
  2. Select the question Type: rating or free form text.
  3. Select Add Question to save your new question.

To add a question to the Comment Card:

  1. Mark question(s) with a check mark to the left.
  2. Select Add to Comment Card.

To remove questions from the Comment Card:

  1. Temporarily disable questions by unchecking the Active box to the far right of the question.

OR

  1. Permanently remove from the comment card by marking the question(s) with a check mark to the left.
  2. Select Remove at the upper right of the section.

Maps & Directions

The Maps & Directions module is accessible from the Main Menu and provides the guest with a predefined list of points of interest, attractions, dining, and entertainment. This module uses locations configured in the ICS and Google services to provide driving, walking, and public transportation directions from the property to each location.

To add new locations to the Maps & Direction module:

  1. Select Add in the upper mid area of the Maps & Directions list.
  2. Populate the name of the location in the To field.
  3. Insert the address of the location into the Location field.
  4. Select Lookup to acquire the Latitude, Longitude.
  5. Click Apply to save the location.
  6. Mark the Active check box to the right of the location to activate on the map.

Virtual Postcards

Virtual Postcards are added from and display on the Main Menu. Multiple Virtual Postcard modules can be added to a single application.

These modules allow guests to select from images of the property, events, and surrounding area to email to their friends and family as a virtual postcard.

To add images to a post card module:

  1. Select Add in the upper left area of the Edit section.
  2. Click Search Images to select the desired post card image.
  3. Select Apply to save your changes.

Images can be reorganized by selecting the quad-headed arrows to the left of each image and drag-and-dropping to the desired placement. Active images display along the bottom of the image preview window in the ICE application. While there is not a limit to the number of images in one post card module, four (4) is the recommended number.

Announcements, Media Library, and Home: ICE Champions understand how to set up announcements, modify/add media via the Media Library, and update imagery and welcome videos under the Home section.

Announcements

Configuration for Announcements is found under the Content navigation menu by selecting Advertising. Announcements scroll in the ICE application along the top for tablet devices and along the bottom for phones. When selected they expand and can display an image and link to a webpage. 

The advertising screen displays all currently configured announcements, these include all active and inactive announcements. The order announcements appear in the ICS is the same order they will rotate in the ICE application. To adjust the order select the quad-headed arrow on the left, then drag-and-drop the announcement to the desired order. To deactivate an announcement uncheck the Active box on the right side. To modify any existing announcement select Edit to the far right. To add a new Announcement select New Ad at the top center of the Hotel Ads screen.

Parts of an Announcement

  • Name - not seen in the ICE application, but used for identification and statistics recording in the ICS.
  • Main Text - first line of the announcement with a 60 character limit including spaces and punctuation.
  • Sub Text - second line of the announce with a 100 character limit including spaces and punctuation.
  • Full Service Image - this image displays above the announcement text after expanded. This image is optional and should be 1024x1024 in dimensions.
  • Function Destination - this select can be set to None or URL. When set to URL an additional field for the link will display. This selection will create a MORE button in the application beneath the announcement text.
  • Advertiser - department or vendor whom this announcement is for.
  • Cost - a cost can be associated for each announcement impression (or view). This will not generate an invoice, however the total will be reported to the ICS metrics.
  • Impressions - impressions are the equivalent to a full view. When a guest selects a scrolling announcement and expands it, this is an impression. Impressions can be set to unlimited by marking All Impressions or limited by a total number of impressions for all or per user.
  • Dates - an "auto on/auto off" can be applied to an announcement by setting a date filter. This sets a date in which the announcement should begin and end displaying in the ICE application.

Media Library

The Media Library is found directly under the Content navigation menu. The Media Library in the ICS houses all of the imagery and videos available for use and consists of two sections: Images and Videos.

The Videos section of the Media Library displays all current uploaded videos. From here videos can be replaced, removed, and added. Videos must be uploaded in the Media Library before they can be added in the ICE application.

To edit the name or video file for any Video Media Library entry select the video for updating and then Edit. To add a new video select Add Video.

Video files should be in .mp4 format and between 3-5MB in size. Other video file formats may not be compatible with all device types and videos of larger size may impact application performance depending on the guest's network speed.

The Images section of the Media Library displays all current uploaded images. From here images can be edited, removed, and added.

To modify the name, image file, or keywords associated with an Images Media Library entry select the desired image and then Edit. To quickly update an out of date image being used in multiple locations of the application, find the image in the Media Library and replace the image file. This will automatically update anywhere this is assigned. To add a new image select Add Image.

Give the new image a NameImage, and add Keywords. Keywords will allow images to be categorized and later searched with ease. Finally, click Apply.

Home

The Home section of the ICS can be found directly under the Content navigation menu. The content section within the Home area controls the hero images that display on the main menu of the application and any configured welcome videos.

The Background Images section of Home Content in the ICS controls the hero images that scroll above the main menu of the application on both tablet and phone versions. This area can contain up to six (6) images and must have at least one. These images must be 1024x1024 in dimension with the focal point in the center. Images can be reordered by selecting the quad-headed arrow to the left then drag-and-dropping the image in the desired location. To add a new image select Add.

The Welcome Video section of Home Content in the ICS controls the welcome videos that play when the ICE application is launched by the guest. To add a new welcome video select Add.

Welcome Videos can be set to play for an infinite amount of time, or date parameters can be defined to limit the timeframe in which the video is launched. Once the Name and Date parameters have been defined the video files must be assigned. To assign the video files select Assign Videos.

 

Videos that have been uploaded to the ICS and are available to assignment will show on the left hand side. To assign a video click-drag-and-drop the desired video to each device type it should be assigned. Different videos can be loaded per ICE product type, which allows for a shorter video on the ICE Mobile application as guest network connectivity is unpredictable.

Once the videos have been assigned select Done and Apply to save your changes.

Question 1: What are the supported file types for videos uploaded into the ICS?

  • .avi
  • .mp4
  • .wmv

Question 2: What is the proper dimensions for images loaded into the ICS?

  • 1024 x 720
  • 50 x 50
  • 1024 x 1024
  • Any size

Question 3: Which image best represents where the action of an image should be for use in the ICS?