Even as some RV parks struggle to understand the growing needs of their customers for modem hookups, parks which have attempted to provide for this need are experiencing a new wave of issues. Oh yes, we're aware that many RV parks are still saying "This doesn't really pertain to me, because people seldom request hookups for their computers". Guess what -- that's because RVers are now able to get more information about which parks are "modem friendly", and they're no longer patronizing your park!
A Case Study
Here's an example we recently observed first hand. While staying at the upscale Emerald Desert RV and Golf resort in Palm Desert, CA, we made a check of the "internet access" facility provided by that park. In a physical sense, the park has done an very nice job of setting aside a corner inside its main clubhouse facility, equipping it with two attractive wood desks, each with power and a phone jack, and keeping access to that area open 24 hours. When we first saw this setup a year ago, we thought it was one of the best "models" we'd seen for providing RVers with laptops with a comfortable and efficient opportunity to catch up with their email on the road.
But something was different this time around. The cozy facility was still in place, but both desks were occupied. At one desk a young couple was taking turns "practicing" how to send and receive email. At the other desk, two senior gentlemen were both working on the same laptop. A lesson was in progress -- and apparently had been so for a considerable amount of time. A closer inspection of the situation revealed a case of a marginally qualified computer user teaching a total novice how to move the curser around on the screen of the new laptop he'd received as a Christmas present. Meantime, a line of RVers -- laptops and phone line in hand -- w aited with increasing impatience as the two pairs of RVers dominated the only modem lines available for the entire park population.
These folks had paid the premium rate to stay here too, some quite clearly because of the easy access they'd have to the Internet. But not so on this day. We looked in vain for any hint of a sign which might request courtesy from RVers in using the phone lines for only the time really needed to do the most important tasks, such as uploading or downloading email, when other RVers were waiting to use the modem hookups. We would have used the faciity as well, but after seeing the bottleneck, decided to come back in the late afternoon.
When we returned we found a sign at the door, informing us that the clubhouse was reserved for a group event that evening, and there would be no Internet access allowed. This, despite the fact that the Internet area was completely isolated from the portion of the clubhouse where events are held.
What does all this mean? To us it suggests that this RV park is now something less than "first class modem friendly". Although they've provided an outstanding physical facility, they've failed to take the necessary steps to ensure it will serve its intended purpose. To be clear, the intervening problem is us -- the RVers. But the park has not managed that issue properly, and as a consequence getting online at this facility is now a matter of chance. And we noted a few fairly irate guests who may not be repeat customers as a consequence of their experience.
Let's Talk Solutions
We think it needn't be that way, and that the park management could cure this problem with a few simple steps. First, there should be a small sign at each of the two modem hookup desks, politely but firmly requesting guests that when others are waiting to use the hookups, they should limit their time to not more than 10 minutes. The area should be checked during busy periods to ensure the house rules are being honored. And finally, the modem access area should NOT be located in an area which will be "closed" due to group activities.
From conversations we've had with other park owners, we know this issue is something RV parks are beginning to experience. More and more RVers travel with computers. And a fair percent of them barely have their learner's permit on the Internet. We think this begins to present a strong case for RV parks to upgrade their modem friendly ameneties, and to ensure the facilities they're providing are used propertly. For those of us who rely on online connections while we're traveling -- and there are more of us each day -- we see an analogy to a time some years back when an RV park may have offered an inadequate number of public phones, causing guests to "line up" at the pay phone areas. I think most RVers consider having to deal with lines at pay phones as a decidedly negative feature of an RV park. We now see the provision of an inadequate number of phone lines for Internet access in precisely the same light.
The Policy Must be Seen as Reasonable
One word of caution: While we think it's entirely appropriate at this point for RV parks to have a policy which limits online time by its RV guests, we think it's essential that the policy not be worded so as to make it sound unreasonable. An arbitrary limit of 5 or 10 minutes -- even longer -- seems both arbitrary and unreasonable IF there is no one else waiting for modem access. Sometimes there are very legitimate purposes which will take a bit longer. If one wants to purchase something online, for example, it may be necessary to visit several sites to compare prices for a product. Or in reconciling a bank account, or updating a securities portfolio, on occasion a longer session is needed. RVers should not, as a matter of courtesy, engage in these longer sessions when others are waiting just to service their email accounts. However, when time permits, they should not be precluded from longer sessions by arbitrary time limits. Such policies will be seen as very unreasonable, and RVers will seek out other RV destinations which have treated more fairly with the issue.
"Modem Friendly" versus "Modem hookup"
To our considerable dismay, we've found that some RV parks outside of our normal travel areas in the Northwest, West Coast, and Southwest appear much less informed about how the online RVer views the issue of modem FRIENDLY (emphasis intended). Specifically, we've seen "modem friendly" ads in Texas, been lured to that RV park, and then told there's a fee of so many dollars per time period to use the phone! That is NOT modem friendly. At best it is "Modem Access $$$$", and in every case it will truly alienate the veteran online RVer. We've also seen outsiders offering a "pay by the minute" card reading machines that are being held out as a "solution" for RV park owners. In our view if you charge a fee, don't expect repeat business from your online RV guests. See our editorial on this topic. Another doubtful practice we've come across is the use of a modem jack in a pay phone. For a variety of reasons we've detailed in other articles, this is at best marginally modem friendly -- unless this option is merely supplemental to an already dedicatd "modem friendly" facility. It's just not good business to have your online RVer guests compete for phone time with those who need to make voice calls If you need more specifics on this drop us a note and we'll be happy to elaborate.
In Summary
The bottom line to all this is that the demand for modem access is growing rapidly, and the problem is compounded by RVers who are marginally proficient with computers and online services. Unquestionably the concept of "modem friendly" will be re-defined by these factors. RV parks should be carefully monitoring their "amenity" which responds to the needs of online RVers. The number of lines will need to be expanded as traffic increases. Reasonable policies can help, but in time more capacity is the only answer. We strongly endorse the solution being used by two parks, namely Benbow RV Resort (Garberville, CA) and Fidalgo Bay RV Resort (Anacortes, WA). These parks have put active phone connections to a few of their sites, and made them available for an extra nightly fee. If RVers truly want quality online access, they can get them at these parks by paying a bit extra and having a phone hookup at their RV site. This provides a self-funding solution to the growing demand for modem access, and is greatly appreciated by our online RVers.