Frequently Asked Questions
At Magnetiq, we’re asked a lot of questions about what we do, and how we do it.
This page is meant to answer those questions and provide our customers with a walkthrough of the entire process.
Sales Q&A - Click Here
Q: What is Senior Search?
A: SeniorSearch.com is the world’s first and largest video directory for senior living. There, seniors and their families can watch video tours of hundreds of senior living communities in order to make the decision making process easier. Users can save favorites, share their favorites with their family, and make comments on their favorite communities.
Q: What is the difference between Magnetiq and Senior Search?
A: Magnetiq is a company-oriented resource for Floating Motion Video Tours and Magnetiq Marketing Video Analytics. Senior Search is a video directory that uses Floating Motion Video Tours to help seniors and their families find senior living. Magnetiq does business with care providers, whereas Senior Search is consumer oriented.
Q: Do I have to have a listing on SeniorSearch.com?
A: Yes. A listing on SeniorSearch.com (and the associated contractual agreements) significantly offsets the costs associated with producing Floating Motion Video Tours. Without a listing on the Senior Search directory, the cost of filming would increase substantially.
Q: How do I sign up?
A: You can schedule your free consultation by clicking here!
Q: Why are there no residents in the videos?
A: There are several reasons why residents are not in our Floating Motion Video Tours, including privacy concerns, power of attorney/photo release forms, discomfort in the presence of a camera, residents may no longer be staying at that location, people increase the cost of filming, etc. Plus, if people are present, viewers spend more time assessing and watching the person than they do your property, which is counterproductive.
Q: Should I hire actors for my video, or prepare to be in the video myself?
A: No. Actors are very expensive, and don’t provide the same video tour experience. Videos with actors (or people in general) are more similar to promo videos, which have their own place on your senior living website.
Q: Why are the videos slow?
A: This is one of our most common questions. Our videos are slow for two primary reasons: the bulk of our demographic appreciates slower media, and we want to give viewers the time required to see all that there is to see about every area we shoot. If the videos were faster, you might find yourself rewinding and rewatching a part of the video just to see a room with the level of scrutiny that you want, or it might be difficult for elderly minds to follow faster camera movements. We keep things at a nice, slow, steady pace in order to provide the best decision-making experience.
Q: Shouldn’t the videos be shorter?
A: To make the videos shorter, we’d either have to go faster (the cons of which are described above,) or cut out areas of the video to decrease runtime. We found that for people who are looking to make a decision, they want as much information as they can get. If you’re just browsing the web, a 15-minute video seems extremely long. But if you’re looking to make a serious decision about where a loved one (or yourself) is going to be spending the next several years of their life, a 15-minute video is a welcome alternative to the days and weeks it would take to make a decision otherwise. Our data shows that the length of the video is irrelevant for those parties who are genuinely interested in making a decision.
Q: Can I use my own video to capture analytics?
A: Of course! We’d be happy to set up any videos you already have on our ad-free video player to collect the email addresses of your most interested viewers.
Q: Why do viewers have to put in their email address to watch the video?
A: Magnetiq offers a service called Magnetiq Marketing Video Analytics, which allows community owners and managers to see how their website visitors engage with their video. We do this by asking viewers for their email address, usually around 60-90 seconds into the video tour. If they’re interested in the community, they’ll enter their email address to keep watching. Otherwise, they’ll move on to something else. It sounds scary from a marketing perspective, but as a marketer, would you want to spend your time following up with a prospect who wasn’t even interested enough to enter their email address? Wouldn’t you rather spend your time with prospects who are already interested?
Q: Can I integrate email captures with my CRM?
A: If you want your video analytics email collections to integrate directly with your CRM, contact us and we’ll see what we can do.
Q: Can you work with my marketing agency?
A: If you’d like us to work with your marketing agency, contact us and we’ll see what we can do.
Q: Does your program require special training?
A: No special training is required for Magnetiq or Senior Search. However, we do recommend that all interested persons at your community engage with us in a brief phone conversation explaining how the system works, what to expect, and how to manage your listing on SeniorSearch.com.
Q: Do you work with my website provider?
A: Yes! We generate an HTML embed code which is universally accepted by all providers, including G5, WordPress, Drupal, Kentico, and many, many others.
Scheduling Q&A - Click Here
Q: How do I schedule my filming appointment?
A: After your contract has been signed, our team will process it through the system. You’ll then receive a series of emails asking you to schedule your video tour yourself! Simply click on the button in the email prompting you to schedule, select your desired date and time slot, and confirm the appointment. We’ll automatically be notified of the new appointment, and you’ll automatically receive emails reminding you about it and instructing you how to prepare.
Q: How do I reschedule/cancel my filming appointment?
A: In the unfortunate event that you can’t uphold your originally scheduled appointment time, you can use any of the emails that were sent to you since you scheduled your appointment. In those emails is a large red button that asks if you need to reschedule or cancel. Click it, then select either cancel or reschedule from the options on the page. If you cancel your appointment, we’ll follow-up and make sure everything’s alright. If you reschedule your appointment, you’ll get an email confirming your reschedule, and we’ll see you on the new appointment date.
Q: What is your appointment reschedule/cancellation policy?
A: Every customer is allowed one free reschedule of his or her appointment. Reschedules after that will incur a small rescheduling fee. The same applies to cancellations: one free, then small charges every time after that. All appointment reschedules or cancellations will be handled on a case-by-case basis. Refer to your contract for more information.
Q: How soon can I schedule?
A: You can schedule as early as one week after your contract has been processed.
Q: How far in advance can I schedule?
A: You must schedule your appointment within 30 days of signing your contract.
Filming Q&A - Click Here
Q: How does filming work?
A: We shoot our videos using a very simple, non-obtrusive, one-man method. The camera operator will arrive for your appointment with a small camera rig that allows him to capture video as smoothly as possible. There are no tripods to set up, no cables to plug in, and no wasted time.
Q: How long does it take to film?
A: Filming is usually very quick and efficient, taking a maximum of a few hours instead of the entire day (depending on the size of the community.) Smaller communities or group homes can be filmed in about an hour, while the largest of communities can take up to four hours. Our videographers will work with you to optimize the appointment, filming the dining areas before or after lunch, and the common areas during hours of low traffic.
Q: How do I get ready?
A: We encourage the managers of the communities to put their best foot forward in terms of the way their community looks, but we also strongly encourage showing reality. Don’t put extra flowers on the tables to dress up the video, or stress about making every single little detail perfect. Doing so can actually be counterproductive. If viewers watching your video see perfection online but reality when they show up in person, their expectations won’t be met met, and there will be an immediate gap in their trust that no amount of sales pitches can fill. Prepare, but don’t over-prepare.
Q: Do I need to be there?
A: Yes. The videographer requires that a knowledgeable member of the team be present during the entire shoot, preferably the person who signed the contract. This is to ensure the smoothest possible experience: you’ll need to instruct the videographer where to go, what the names of the areas are, help move residents out of the view of the camera, smooth the sheets of the beds, etc.
Q: Do I have to be on camera?
A: No. Similar to how no residents will appear in the video, no staff members will appear either. As was mentioned in the Pre-Filming section, if people are visible, viewers will spend more time judging people than judging your community. Obviously there may be some exceptions, such as the receptionist at the front who can’t leave her desk, or the marketing assistant in a meeting. However, and whenever possible, we strongly encourage that no people (residents, staff, or otherwise) be present in the video.
Q: Should I hire actors for the video?
A: No. Besides the several reasons already given for why there shouldn’t be people in the video, actors would cost you a lot of money, and take time to stage and prepare for filming. No residents, staff members, actors, or otherwise should be in the video.
Q: What do I need to provide to the videographer?
A: The videographer will provide you with a small sheet that we call a Shot List, which is where you’ll need to keep track of the official names of each of the areas shot. We use this sheet while editing your video to generate accurate titles for each area in your community. Otherwise, you don’t need to prepare anything for the videographer (unless you want to be a superstar and make the shot list before your appointment.)
Q: What happens if filming takes longer than originally scheduled?
A: Filming time is based on community size. If a filming appointment runs longer than the scheduled time slot, you will be charged $50 every half hour past the end of your appointment time. Every overage is handled on a case-by-case basis with reasonable consideration.
Q: What should our residents be doing while filming is taking place?
A: Residents are free to carry on with their normal daily activities during the filming appointment. Residents and staff may be required to relocate temporarily while the videographer shoots a particular area, such as the common room or library. Audio captured during filming is irrelevant, and won’t be used in the edit, so silence is not required.
Post-Filming Q&A - Click Here
Q: What happens after my filming appointment?
A: After your appointment ends, the videographer brings the footage to our office where it is lovingly edited into your video tour.
Q: How long will it take to see my video?
A: Video tours are generally edited within two weeks of filming, and will be posted to SeniorSearch.com when they are finished. You’ll be notified when your video is posted, and you’ll be able to view it there. Depending on your contract, your video may also be posted to your company’s or community’s website. We’ll make sure we have the right contact on your web team and send an HTML embed code of your video to them when it’s ready. It usually takes the web team a few days to implement the code, but we can’t guarantee a timeframe once the code is sent.
Q: Do I get to make changes to my video?
A: Officially, no. To keep costs down, we can’t spend a lot of extra time in the editing process, but we guarantee that your video will be extremely high quality. Keep in mind that the level of scrutiny with which you will judge your video will never be matched by any viewer: consumers have been happy with virtual tours and 360 tours for over a decade years, so a video (even if slightly less than “perfect”) is incredibly engaging and impressive to them. All edit requests are handled on a case-by-case basis.
Q: What do you do with my video when it’s done?
A: Before your video is posted, it goes through a quality control check to ensure it looks great. We then post your video and associated listing on SeniorSearch.com, where it will be accessible to senior and their families. You can direct your prospects to your listing to see your video tour. If it’s in the contract to post the video tour on your website, we’ll send the HTML embed code to your web team once we have their information. After it’s posted to your website, we’ll set up your analytics reports, and you’ll begin receiving data within 48 hours. You can contact us at any time during the process to see where things are.
Video Analytics and Reports Q&A - Click Here
Q: What are video analytics?
A: Video analytics are a helpful representation of how your website visitors are engaging with your video. When someone watches a video with video analytics, after about 60-90 seconds they will be asked to enter their email address to continue watching. If they do so, their viewing session will be collected and recorded, and will observe how long they watch, which parts they watch, and which parts they rewind to watch again.
Q: What information is collected when a user enters their email address?
A: When a viewer enters their email address, the following information is collected: email address, approximate city and state (based on IP address), the time of day that they watched the video, and the approximate percentage of the video they watched.
Q: How are email addresses collected?
A: When someone watches a video with video analytics, after about 60-90 seconds they will be prompted to enter their email address. Viewers need to enter their email address in order to continue watching. No additional information is collected if they refuse, and they cannot watch the rest of the video until their email address is entered.
Q: What do you do with the email addresses collected?
A: Emails are stored securely in our system, and are used temporarily to alert the facility owner that a new prospect engaged with their video. Email addresses are NEVER given to third-parties, or sold to any buyers. We uphold a code of honesty, integrity, and transparency.
Q: What are the reports?
A: Video analytics reports are consolidated emails that go out on a daily basis, and show the analytics data collected the day before. The reports show you the information you need to know about your viewers at a glance, so you can make the decision regarding wether or not to spend time and resources following up.
Q: What are the differences between the daily, weekly, monthly, and quarterly reports?
A: Daily reports are sent every day, and show the analytics data from the previous day. Weekly reports are sent every Monday, and show all analytics data from the previous week (Monday-Sunday.) Monthly reports are sent on the first of the month, and show all analytics data for the previous month. Quarterly reports are sent on the first of every new quarter, and show all analytics data from the previous quarter. You will only receive one report a day, and reports that are “higher” will trump “lower” reports. For instance, if the first of the month falls on a Monday, you will receive a monthly report instead of a weekly report.
Q: Why are some viewers missing some information?
Q: Where can I see more analytics data?
A: At the bottom of every report is a button that says, “Click Here to View a Full Report.” Once clicked, you’ll be taken to a full web version of your analytics, which allows you to view a more in-depth analysis of your data, custom date ranges, and all emails collected.
Q: When do I start receiving my reports?
A: You should start receiving reports within 48-hours of postage on your website. Given that Magnetiq has very little to do with your web team after we send the video code, we can’t guarantee any timeframe of getting your video up on your site. However, most web teams usually place the video on the website within two weeks of receiving the video code.
Q: How do I change my reporting preferences?
A: At the bottom of every report is a link that says, “Click Here to change your reporting preferences.” Clicking that link will allow you to select which reports you want to receive, including Daily, Weekly, Monthly, and Quarterly.
Auto-Follow-Up Q&A - Click Here
Q: What is auto-follow-up?
A: Auto-follow-up is a service offered by Magnetiq which sends a follow-up email to every video viewer who enters their email address into the video on your website. The email that is sent appears as if it came from you, not us, so if the viewer replies, they reply straight to your inbox. Video analytics are NOT associated in any way with your listing on SeniorSearch.com.
Q: How does auto-follow-up work?
A: About 60-90 seconds into watching your video tour, viewers will be prompted to enter their email address if they want to continue watching. If they do so, their email address will be temporarily stored in our system, and an email will be sent to them automatically. The email has your name on it, not ours, and your email address, not ours. Using a very plain and simple email, the viewer is invited to email you back, call you, or schedule a tour if they want more information.
Q: What do I need to do?
A: Once you subscribe to video analytics, you will automatically be opted in to auto-follow-up. You can opt out at any time.
Q: Can I customize my auto-follow-up email?
A: The auto-follow-up email has been crafted specifically to look as if it came from a real person, and not a computer. We don’t use any logos or fancy wordplay; instead, we simply use real-world conversational text, as if you were personally emailing a friend. The studies we’ve conducted show this is the most effective way to communicate with a prospect. While we don’t recommend changing this tried and true method, your email can be customized with a simple request. Check with your corporate before requesting email customization.
Q: Can I turn off my auto-follow-up?
A: Yes, just send us an email notifying us that you’d like to opt-out, and we’ll disable the service for you.
Senior Search Q&A - Click Here
Q: What is Senior Search?
A: Senior Search is the first and largest video directory for senior living and care. Using Floating Motion Video Tours, Senior Search provides the best way to tour senior living from home, without being frustrated with confusing virtual tours or unhelpful pictures.
Q: What are the benefits of a listing?
A: A listing on SeniorSearch.com provides your potential customers a new way to experience your community from the comfort of their own homes. Senior Search also provides your prospects direct contact with you. We don’t outsource calls, or give your information to anyone else. All information, from both our clients and our users, stays private and confidential.
Q: How much does it cost?
A: After Magnetiq comes to shoot your video tour and all associated charges have cleared, a listing on SeniorSearch.com is free. Unlike other directory services, Senior Search only charges you if someone moves in using our service. And even then, our move-in fee is incredibly competitive, in some cases up to 85% lower than our competitors. There are no monthly fees, no hidden fees, no sneaky transactions, nothing. We believe in doing good business, and that you should only pay for something if it works.
Q: What if I don’t want my listing any more?
A: The incredibly low cost of filming your Floating Motion Video Tour was made possible due to your one-year contract term for your listing on SeniorSearch.com. During that time, all applicable move-in fees will apply. After that, if you decide that you no longer want to be listed on SeniorSearch.com, just call us or send us an email requesting that your listing be taken down, and we’ll take care of it for you.
Q: How do you know if somebody moved in?
A: We are notified if a viewer on SeniorSearch.com clicks the button to view your phone number, or requests more information from your community. We will follow up with you on your leads, and we expect full compliance in terms of directory leads being reported to us.
Q: Why do I need to show pricing and availability?
A: Through the studies that we’ve conducted, consumers want to see as much information as possible without having to dig around to find it. While it’s been the trend in the industry to withhold pricing information, we’ve found that consumers can make a more educated decision in less time if such information is offered up front. For that reason, certain things are built into your listing on SeniorSearch.com, including starting prices, availability, featured amenities, a full amenities list, etc.
Q: What do the top six amenities mean?
A: At the top of your listing on SeniorSearch.com, there is an area for six featured amenities. These are selected by you, and are specific to your community. This section gives you the opportunity to showcase six amenities or services that make you different in a quick and easy glance.
Q: What if I don’t like my Google Street View?
A: Due to the way Google Street View works, we cannot change the way it appears on your listing. We can, however, remove the section from your listing if you are dissatisfied with it.
Q: What if I don’t want to show my phone number?
A: Then your leads won’t be able to contact you by phone! We show your phone number as a convenience to directory users who are interested in contacting you. If we didn’t show your phone number, they’d have to search elsewhere to find it. We aim to provide as much helpful information as possible.
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