HIE FOCUS Issue 6

WINTER 2020 | ISSUE 06

SHOWCASING SUCCESS IN THE HIGHLANDS AND ISLANDS

MEET OUR NEW CHAIR

Alistair Dodds CBE

COVID-19

How our businesses and communities are responding to the pandemic

XPONORTH GETS MORE CREATIVE How the creative industries are innovating to survive

PLANNING FOR A GREEN RECOVERY

CONTENTS An interview with our new chair ..............................4

A focus on net zero and a green recovery ............. 16

A time of resilience, a time of resolve ....................6

Views from industry.............................................................18

Badenoch and Strathspey: 850 Volunteers delivering lifeline services. ....................................................8

Top 10 tips to playing your part in the race to zero .. ..............................................................19

Dunoon: providing access to healthy food for those most in need. ..................................................8

Quality of life attracts new talent..........................20

Lossiemouth and Hopeman: Going above and beyond to help others......................................................9 Barra and Vatersay: Getting help to where it’s needed...............................................................9 Businesses responding to the COVID-19 challenge.........10 Black Isle Brewery: a renewed focus on mail order and home delivery. ........................................10 Hume Sweet Hume: keeping calm in a crisis and building for the future................................................... 11 Flexible Technology Limited: a pivot in production to meet new needs............................................ 11 Ava Innes / Bespoke Fabrics Ltd: finding new markets for luxury bedding......................................... 11 Shetland Arts: reaffirming purpose and prioritising people ........................................................12 Skirr Skin: health start-up stays agile as COVID hits .......................................................................13 My Primary Tutor: going online at a critical time. ............13 Case study: Project Corran on Inverness Campus, a multi-business collaboration to help save lives..................................................................14

KEEP AN EYE OUT FOR THIS ICON FOR INTERACTIVE ELEMENTS

XpoNorth gets more creative.................................. 22 West Highland Museum .. .................................................... 23 Museums and Heritage Highland....................................... 23 Julie Fowlis: new creative paths and collaborations........ 24 Limelight Event Services: the early stages of diversification.................................................................. 26 Eden Court (partly) reopens and asks that we all come along ........................................................27 Digital innovation drives new opportunities...........28 Case study: Callum Grindle, CodeClan creates a pathway from philosophy to technology ....................... 29 Case study: James Roberts, upskilling takes XpoNorth to digital success..................................... 29 The Data Lab: Fostering collaboration and innovation.... 30 Tourism industry maps out new routes to recovery........................................... 31 Why I love running my business in the Highlands and Islands: Iona McLachlan, North Coast Watersports........................................................... 34

CONTACT US hie.marketing@hient.co.uk +44 (0)1463 245245 hie.co.uk

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FOREWORD Welcome to the winter 2020 edition of FOCUS magazine.

This has been an incredibly tough year for us all – one none of us could ever have imagined – but I have been so impressed by the way our clients, partners and colleagues have risen to the challenges and worked so hard to support our region and country. Throughout the months of lockdown and all the uncertainty we have faced, there have been some wonderful examples of community spirit, kindness, entrepreneurship and strong leadership.

This issue of FOCUS will showcase some of these successes as well as some of the ways we are planning to recover from the economic impacts of the pandemic, including a fair and green recovery, retaining and creating jobs, and supporting resilience and innovation within our businesses and communities.

We hear from a selection of the organisations we have worked with throughout the crisis and a range of industry leaders on how they have had to adapt and are planning to recover. Our tourism, hospitality and creative industries have experienced some of the most difficult hurdles during lockdown, but many have adapted and found new ways to work to survive and plan for the future.

In May we appointed a new chair of HIE, Alistair Dodds. We are delighted to have his support and leadership as we tackle the economic challenges that lie ahead. Read more about Alistair and his ambitions for HIE and our region on the following pages.

Our vision for the region to continue to be an increasingly attractive place for people to live, work, study, invest and visit has not changed. There are clearly some new challenges for us to overcome but also many opportunities too. We will continue to work with businesses and communities in every part of our region as well as our local, regional and national partners to ensure our region’s economy not only recovers but thrives.

Finally, I would just like to wish you all a safe and healthy winter and assure you that we will continue to do our absolute best to support the Highlands and Islands of Scotland.

CHARLOTTE WRIGHT Chief executive, HIE

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AN INTERVIEW WITH OUR CHAIR Interview with Alistair Dodds CBE, chair of HIE ‘Strange’ is a word Alistair Dodds uses a lot when describing his first six months as chair of HIE. Having been a member of the agency’s board for six years Alistair has been involved in a great many board meetings in the Inverness office, An Lòchran on Inverness Campus, and in locations across the region.

But just as he was appointed chair, all that changed.

“That was six months ago now, and I’ve not even been in the building, let alone around the region and the area teams,” he reflects. “That’s certainly been something of a challenge and not what I expected. Like so many other people I’ve pretty much had to do everything from the home office.”

For someone who prides himself on his ability to build relationships face to face, this is clearly one of the ‘strange’ things he’s had to get used to.

“I’d much prefer to go and speak to businesses and to communities and see first-hand how some of our investments are benefiting the region. As a board, we’ve always found this insightful and valuable, and we really miss it.

“However, I do believe we’ve picked up on the technology and used it to good effect. Board business has been able to continue effectively and, while we can’t actually visit any businesses, communities or public sector partners, we have been able to engage with them through technology.”

Of course, it’s not just the board who have had to adapt. HIE employees had to make the overnight switch to home working back in March, while finding ways to meet the rapidly changing needs of their clients.

“I think HIE adapted extremely well under the circumstances,” says Alistair. “Colleagues across the organisation adopted the technology very quickly and put it to good use so they could continue operating, just as effectively as they did previously.”

Alistair acknowledges that while working from home may sound fantastic to some, for others such as those with caring responsibilities or who maybe don’t have much space to work at home it’s not so easy. This underlines the need for what he describes as the “positive and supportive manner” in which people at HIE have adapted.

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And then there’s the organisation’s business. This had to change too.

“As people we’ve had to adapt, but the same is also true of the organisation. We’ve had to look at our priorities and the areas where we need to focus, and we’ve had to change some of those to reflect circumstances.

“All that has been done very smoothly. We’ve adapted to the pandemic. We’ve taken on responsibility for distributing government funds and applied an amazing amount of effort in doing so. I’m really proud of what HIE colleagues have achieved over the past six months, and are continuing to achieve, in quite difficult circumstances.”

Over the summer, the regional development agency enabled upwards of 800 businesses to access more than £25m in additional Scottish Government funds and awarded 205 grants worth nearly £4m to support resilience and tackle hardship in communities across the Highlands and Islands. That, the chair asserts, has been a “huge achievement”.

“It involved taking applications, speaking to businesses and to communities, assessing applications and distributing the money very quickly, which is absolutely essential. At the same time, in many ways we’ve also had to continue with business as usual, while prioritising some of the areas in which we were wanting to invest.”

During lockdown, a significant amount of work has been done on two of HIE’s most high-profile projects, Cairngorm and Space Hub Sutherland.

The Cairngorm business case was finalised, securing an investment package of more than £20m to make it a yearround attraction, including reinstating the funicular railway. This is expected to make a huge difference not just to those who visit or are employed on the mountain but to the wider area’s economy and the businesses who rely on it.

And in relation to Space Hub Sutherland, where a whole range of things have to be taken forward for this very complex project, the significant milestone of gaining planning consent was achieved.

Meanwhile, HIE’s innovation programmes, such as Innovate Your Business, IMPACT30 and Pathfinder, are being delivered virtually, as is the adventure tourism programme, ‘Let’s Grow’.

WHO IS ALISTAIR DODDS? Alistair Dodds CBE was appointed chair of HIE in May 2020.

Born in Kelso in the Borders Alistair later moved to Glenrothes in Fife. He holds an Edinburgh University honours degree in economics, a post graduate diploma in personnel management from the University of Strathclyde and an MBA from Dundee University.

XpoNorth, the country’s largest creative industries conference, was also run virtually and reached around three times its anticipated number of participants had it been a physical event.

Alistair has always been optimistic for the region. He points to natural advantages in areas such as adventure tourism, renewable energy and the drive to the country’s net zero targets. These he says will generate new opportunities for economic growth, particularly around the islands and coasts, which are among the most vulnerable locations. However, he admits it’s still difficult to imagine how things will be after another six months in post.

“I’m positive and optimistic. I’d love to see a vaccine having been developed that puts everything back to some kind of normal. In the meantime, HIE has a big part to play in helping the Highlands and Islands continue to adapt, not only to the pandemic situation, but in meeting the challenges of leaving the EU. “We can help business with things like innovation, leadership, digital and entrepreneurship as well as funding. We can do the same with communities, who play a really important role across the Highlands and islands.”

The road to recovery is still a long one but Alistair is confident there will come a point where things have stabilised. He believes HIE has a critical role to play in the region’s economic recovery citing strong leadership and good collaboration with government, public sector partners and with industries and communities as key.

“All of this will enable us to achieve many positive outcomes across the Highlands and Islands and reach a strong platform from which we can all move forward.

Before embarking on his successful public sector career, Alistair took a couple of years out. Temporary occupations included park officer, golf starter, builder’s labourer and a stint as security guard in the St James’s shopping centre in Edinburgh; something he described as “horrendous”.

In a 12-month spell in France, he picked grapes, worked in furniture removals and taught English to people in the fashion industry. He also helped translate a science fiction book called ‘I was a guinea pig for the men from outer space’. These two years proved “invaluable”, giving him a knowledge of what goes on in the real world.

Alistair’s professional career in the public sector has been through various human resources roles in Lincolnshire County Council, Fife Regional Council and The Highland Council, where he later served as chief executive from 2007 to 2013.

In 2014 Alistair joined the HIE Board. That same year he was appointed CBE in the Queen’s Birthday Honours list for services to local government in Scotland. He was also awarded an Honorary Fellowship by the University of the Highlands and Islands for his work on the integration of health and social care.

A keen sports follower, Alistair has attended many international rugby games at Murrayfield. He enjoys a game of golf, has a keen interest in Scottish contemporary art and is deputy chair of the National Galleries of Scotland.

Alistair lives in Inverness with his wife Ann and their two dogs. He has a daughter, son-in-law and two grandchildren.

“HIE has been leading community and economic development in the region for 55 years, and so I know we can offer experience, advice and support to steer our region through these challenging times.

“Importantly we will continue to be the voice of the Highlands and Islands, representing our businesses and communities at Scottish and UK levels to ensure our own particular challenges and opportunities are understood and taken into account when decisions are being made.

“The events of this year have shown just how committed and passionate we are as an organisation and as individuals – employees and board members – to ensuring HIE continues to make a significant contribution to Scotland’s economy and to the people of the Highlands and Islands.”

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COVID-19 SUPPORT

A TIME OF RESILIENCE, A TIME OF RESOLVE On the following pages, we look back at how communities and businesses from across the Highlands and Islands have responded to the challenges of the COVID-19 pandemic.

It’s safe to say that 2020 has been a year like no other. The year of COVID-19. A year that has introduced us all to face masks, hand sanitiser and social distancing. A year when we’ve had to become familiar with an ‘unprecedented’ new vocabulary: lockdown, quarantine, furlough, clusters, R numbers and, of course, last but not least, the new normal.

It has been a year that has challenged us and changed us – not just here in the Highlands and Islands, but across Scotland and around the world. But against this difficult backdrop, in the most worrying of times, there have also been stories that revealed the best of us. Stories of spirited communities and resilient businesses. Stories that illustrate the strength of our shared resolve. Stories that point the way forward as we try to map out a new future, new ways of working, and new ways of ensuring that our communities and businesses bounce back in 2021.

Here we look at just some of these stories from the Highlands and Islands. On pages 8-9, we look back at how rural communities came together to help protect the most vulnerable during lockdown.

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On pages 10-14, we look at how businesses from across the Highlands and Islands adapted in the short term, both pulling together to support the NHS and other essential services, but also changing their business models in response to the new reality they now face in the long term.

Of course, it’s impossible to capture the full impact of the past nine months in a few pages, or indeed to convey the breadth and depth of the region’s response. But we do hope to illustrate some of the positive building blocks that reassure us the people of the Highlands and Islands will rise to the challenges of the future.

COVID-19 VOLUNTEERING: HIE EMPLOYEES HAVE PLAYED THEIR PART HIE is a long-time supporter of employee volunteering, particularly where there is a social impact on the local communities it serves. Employees are encouraged to take up to three volunteer days a year, and this year unsurprisingly, many volunteering opportunities have been focused on contributing to the COVID-19 response. Here, we consider three in brief…

Alison Crook in our Moray team is the voluntary Treasurer of Dunshalt Community Shop and in normal times carried out her duties in the evenings and at weekends. However, during the COVID-19 crisis, the shop was closed and instead was taking delivery orders by phone and e-mail with volunteers working in shifts. Alison used her HIE employee volunteering time to cover an occasional shift.

Lizi Blackwood in our Northern Innovation Hub team used her HIE volunteer days to support her father, Ken Hooker, after his manufacturing company Proteus Packaging Systems Ltd began making face guards for NHS hospitals in Scotland and England. Lizi says: “Something that started off as an idea to make a few boxes of face shields quickly grew arms and legs. The local community response was incredible, and I was fortunate enough to be able to use my employer’s volunteer days, which is a fantastic way to do some great work for important causes.”

David Taylor, previously in our Inner Moray Firth area team and now in our Energy and Low Carbon team, used his employee volunteering time to help support the efforts of Project Corran, which brought together a range of businesses on Inverness Campus to produce face shields for NHS Highland medical staff. David says: “I was so pleased to assist with Project Corran, it’s an incredible feeling to see companies collaborate and organise something that will make a difference during these difficult times.” (For the full story of Project Corran, see the case study on page 14.)

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COVID-19 SUPPORT HELPING OUR COMMUNITIES TO HELP THEMSELVES Back at the start of the pandemic, on 18 March, Aileen Campbell MSP, the Cabinet Secretary for Communities and Local Government, announced an investment package of £350m to support local communities, the third sector and households in the context of the COVID-19 crisis.

The investment comprised a range of funds that were designed to be delivered through a combination of approaches to ensure that resources were mobilised quickly to the places and people where help was most needed.

Key funding mechanisms included the Scottish Government’s Supporting Communities Fund, the Community Response, Recovery and Resilience Fund, and the Third Sector Resilience Fund. Others included the Wellbeing Fund, set up to support organisations across the third sector that were providing key services for people as a result of coronavirus, and the Food Fund, to support people facing additional barriers to accessing food, including support for third sector or community-based action on food provision.

In this edition of FOCUS, we take a look at just a few of the many community-based projects that sprung up across the region in response to the crisis.

BADENOCH AND STRATHSPEY:

DUNOON:

850 VOLUNTEERS DELIVERING LIFELINE SERVICES

PROVIDING ACCESS TO HEALTHY FOOD FOR THOSE MOST IN NEED

Back in March, Voluntary Action Badenoch and Strathspey (VABS) launched a huge community-led initiative to support the 13,000 residents of the western Cairngorms. In an area where a large number of people work in hospitality and tourism, many were anxious about the future. The response brought together 850 volunteers, working with over 320 community groups, to provide help to those most affected by the pandemic.

VABS helped coordinate the activity, which included running food tables, helping the vulnerable with essential shopping, and setting up a ‘help fund’ for those who found themselves in financial difficulty. Volunteers from all walks of life worked together to run a helpline, co-ordinate deliveries, and make sure that no one was forgotten about. Stay Active Packs were also developed in partnership with local education and health practitioners to encourage people to stay mentally and physically well through indoor and outdoor activity.

To fund the response, which has so far helped 2,000 people directly, HIE supported VABS to secure £120,000 from the Supporting Communities Fund. However, thanks to the scale of the communities’ response, and the willingness of local people to give their time and help for free, just under £45,000 was needed.

Karen Derrick, chief executive of VABS, says: “The community response has been tremendous, and the funding has really helped us sustain these efforts.

Communities across Badenoch and Strathspey have shown real leadership and selflessness, and local volunteers are doing extraordinary things on a daily basis. And the work remains ongoing; the helpline, ‘help fund,’ food tables, and community transport provision will continue for as long as there is a need.”

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Dunoon Burgh Hall Trust set up a community kitchen to deliver meals to the most vulnerable residents in the Dunoon area during lockdown. In five months, the initiative provided over 6,000 nutritious meals to 230 people, including those who were shielding.

The Trust was already well known for its varied arts and culture programme and in the community’s time of need, the team demonstrated how it was there to serve them by securing an award of over £30,000 from the Supporting Communities Fund to deliver the community kitchen initiative. To ensure the meals were reaching the right people, the Trust worked closely with Hubgrub, Dunoon Food Bank, local Community Councils and other similar organisations.

The Supporting Communities Fund, which continues to be administered in the region by HIE, contributed to the costs of ingredients required for the production of meals, electricity/ gas costs, and the additional wage costs in relation to the preparation and cooking of the meals.

Claire McMurchy, HIE’s head of strengthening communities in Argyll and the Islands, says: “The Dunoon community kitchen initiative was a great example of how local social enterprises – with support from the COVID-19 Supporting Communities Fund – were able to respond to the needs of their communities in truly challenging times. The team at Dunoon, many of whom were volunteers, were preparing and delivering up to 70 meals a day to those most in need. It was a truly incredible response.”

LOSSIEMOUTH AND HOPEMAN:

BARRA AND VATERSAY:

GOING ABOVE AND BEYOND TO HELP OTHERS

GETTING HELP TO WHERE IT’S NEEDED

Lossiemouth Community Development Trust secured an initial £21,500 from the Supporting Communities Fund to help bring together a number of local groups, local volunteers, businesses and churches to co-ordinate their joint emergency response.

In the Outer Hebrides, Voluntary Action Barra and Vatersay has been working with local organisations to deliver vital services to some of the more vulnerable among the islands’ 1,200 residents.

This was followed by a further £90,000 in the second round of funding which has enabled the Trust to employ two part time members of staff to head up the work of its response team in and around the Moray villages of Lossiemouth and Hopeman.

The community anchor organisation secured £14,480 from the Supporting Communities Fund to support a range of activities.

With 10,000 residents spread across the two areas, the team of volunteers originally organised leaflet drops offering help and providing more information; with some 200 volunteers then making themselves available to help with practicalities like shopping, transport, prescription runs, and dog walking.

In addition, local businesses made scrubs and created ready meals; local community groups delivered emergency food parcels; and vouchers were made available for anyone who needed help to pay for utilities.

A great deal of effort was put into trying to ensure that no-one in the community was excluded, and over time it became clear what was needed was support for people who were having to apply for benefits, grants and other forms of aid for the first time.

Cobhair Bharraigh – a charity providing home-based support and day care – check-in with service users every week by telephone and provide vital shopping services to those who are self-isolating. They supplied activity packs for local children at home during lockdown to encourage them to paint and write letters to send to vulnerable and elderly people.

Gàradh a Bhagh a Tuath runs a therapeutic garden and café project providing volunteering and day care activities. They supplied all households in Barra and Vatersay with either a free vegetable growing starter box or door side salad tub as well as houseplants for those without gardens.

Bùth Bharraigh, the local co-operative and community hub in Barra, put together a selection of books and craft packages and designed a recipe book for distribution. Crochet and other virtual classes for all ages were also introduced to the community.

The funding also enabled the Barra food bank to deal with an increased demand and the Barra Cancer Support Group to purchase medical equipment to help people showing symptoms of COVID-19 to be monitored at home.

Fiona Birse, development officer, Lossiemouth Community Development Trust, comments: “We saw many amazing gestures of goodwill with many people, groups and businesses going above and beyond to help relatives, neighbours and strangers. However, the need has become greater as the months have gone on, with more people losing jobs or hours cut, furlough uncertainty, and the self-employed losing or struggling with their businesses. With the extra funding, the Trust has been able to continue to respond to this need, helping to get people online, providing food and care packages, and training for volunteers. Without the support received from HIE and the Scottish Government most of this work would not have happened.”

Voluntary Action Barra and Vatersay co-ordinated a tablet lending service with all the partner organisations so those who are isolated and on low income can link up with family and access the latest information.

Eoin MacNeil of Voluntary Action Barra and Vatersay says: “The support in the community has been amazing with people pulling together to deliver and respond to the challenges our communities face.

“We are lucky to live on islands with such a strong sense of community where we all know each other and we’ve had some great response from people who want to help.”

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COVID-19 SUPPORT BUSINESSES RESPONDING TO THE COVID-19 CHALLENGE

Since March 2020, we have worked with a wide range of businesses from across the Highlands and Islands facing the challenges of COVID-19.

Initially, the Scottish Government was looking for businesses that could change their day-to-day operations to help produce and deliver critical supplies to support the NHS. This included producing ventilators and test kits; offering critical cleaning services, producing clothing and personal protection equipment (PPE), and other innovative solutions. There are many examples of this type of response from businesses in the Highlands and Islands, including Flexible Technology and the inspirational Corran Project (see page 14).

In the continuing crisis, the challenge has been for businesses big and small to evolve and respond to the changing market, changing legislation, and the changing needs of visitors and customers.

Support from the Scottish and UK Governments has been critical, not least through the current Job Retention Scheme (furlough), the Coronavirus Business Interruption Loan Scheme and the Self-employment Income Support Scheme, which continue to provide vital support alongside sector specific schemes in areas such as hospitality, events, seafood and agriculture.

Here, we look at the support provided through two funds that have now closed, but which proved to be critical in helping to maintain the viability of key businesses and organisations in this region at the time.

The Pivotal Enterprise Resilience Fund, which was a grant scheme for SMEs that could demonstrate they had been made vulnerable by COVID-19 but could also present a strong business case for a viable futurewas managed by Scotland’s three enterprise agencies including HIE on behalf of Scottish Government. There was a high demand for the fund that received more than 5,000 applications Scotland-wide. Grants totalling almost £20m have been approved by HIE to 372 businesses across the Highlands and Islands.

The second was the Creative, Tourism and Hospitality Enterprises Hardship Fund. It provided an avenue of support for small companies in these key sectors that were not in receipt of other COVID business grants. In the Highlands and Islands, a total of 456 grants were awarded totalling £4.9m.

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BLACK ISLE BREWERY: A RENEWED FOCUS ON MAIL ORDER AND HOME DELIVERY Black Isle Brewery has been making organic beer for 21 years.

The company employs more than 40 full-time staff across the business and exports around the world. The company has constantly reinvested in the business and its people, and was expecting to continue to grow in 2020, however the outbreak of COVID-19 nearly resulted in financial disaster. As shops, bars, and hotels closed around the world, some 80% of their business was lost overnight.

A grant, approved by HIE through the Pivotal Enterprise Resilience Fund, enabled Black Isle Brewery to accelerate development in some key growth areas to ensure the company’s survival. Investment in new canning equipment, for example, meant that the business could ramp up its supplies to mail-order beer subscription services, which prefer cans to glass. The company also turned its attention to home delivery, and supermarkets, increasing volume in this key sector, picking up new listings, and developing better trading relationships with customers.

Founder and managing director David Gladwin says: “The loss of a busy summer season, where we’d normally top up our reserves, means that realistically, autumn and winter will be difficult. But I am noticing a cautious pick-up, and we’ve recently secured new export deals to Japan and France. Making use of the furlough scheme, we managed to retain our brilliant team, who are now back at work in the brewery, and in our two bars in Inverness and Fort William.”

HUME SWEET HUME:

FLEXIBLE TECHNOLOGY LIMITED:

KEEPING CALM IN A CRISIS AND BUILDING FOR THE FUTURE

A PIVOT IN PRODUCTION TO MEET NEW NEEDS

Hume Sweet Hume is a family-owned business based on Westray, one of the most northerly of the Orkney Islands.

Sisters Lizza and Jenna Hume started the company in 1998, which produces high quality knitwear in their workshop in Westray and in the homes of many outworkers across the islands.

The past few months have been a very worrying and uncertain time for the family and their business. While the Kirkwall and Westray shops are now open again, footfall remains reduced, and the trade side of the business will take time to recover, as the company’s stockists experience similar challenges.

However, with support from a grant through the Pivotal Enterprise Resilience Fund, the sisters have been able to safeguard the business during winter. The funding has acted as a financial cushion that the busy summer season would otherwise have provided.

The Rothesay-based business, Flexible Technology Limited (FTL), was established in 1980 and produces a range of flexible circuit, flex-rigid circuit, multilayer and printed circuit boards to various design requirements. An important employer on Bute, the firm was able to respond quickly to an urgent international need for ventilator parts and their expertise in this high-tech field has proved vital.

With support from a grant approved by HIE through the Pivotal Enterprise Resilience Fund, the company’s 38 employees worked throughout the COVID-19 crisis playing a key role in the supply of ventilators required across the world. Employees pulled out all the stops to produce around 100,000 flexible printed circuit boards for two of the world’s leading manufacturers of actuators, which are critical in the production of ventilators. At the same time, the business introduced a series of distancing, health and PPE measures to reduce employee risk.

Billy Shaw, operations manager at FTL, comments: “The grant was very timely and gave us the means to purchase the additional materials that were required to service the increased orders, rather than set up a loan facility. It helped with the speed of our response at the height of the crisis.”

Above, L-R: Aileen Bain, Jenna Hume, Lizza Hume, Megan Bain. Photo credit: Mana Meadows photography

Lizza Hume explains: “Without the funding, we would have been on a very different path. It’s enabled us to protect what we have and invest in new areas that promise longer-term security. We’ve made big improvements to our online presence, and that work is ongoing. We’ve invested in new product photography, expanded the online shop, and increased our social media activity, which is already having a positive impact on our international sales.

“The funding has also allowed us to develop a new range of knitted menswear. As a business that manufactures its own products, we are in a stronger position to try new things. It’s exciting to think: what can we do next? The opportunities for creative diversification are endless. If anything, the pandemic has taught us to hold our nerve, make no rash decisions but look to new options and to remain hopeful.”

AVA INNES / BESPOKE FABRICS LTD: FINDING NEW MARKETS FOR LUXURY BEDDING Ava Innes is a new sustainable bedding company based in Elgin. Managing Director Joan Johnston launched the business in September 2019, after two years of product development – and it has already been shortlisted for a prestigious international design award. Ava Innes duvets are filled with a unique fibre cashmere guard hair, long ignored by the traditional textile industry due to its straight nature, which makes it unsuitable for knitting or weaving.

The coronavirus pandemic saw sales opportunities with luxury hotels and boutique guesthouses fall through, and as a result the business needed to adapt accordingly.

By securing funding through the Hardship Fund, Joan was able to work with an e-commerce specialist to improve the company’s digital presence and capabilities.

Joan explains: “We’ve developed a more targeted marketing strategy, to tap into a new customer base, and better engage with them. With the hospitality sector devastated by coronavirus, we needed to look at cultivating new markets and audiences – and our improved website, supported by social media, will enable us to do that as we move forward.”

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COVID-19 SUPPORT

Mareel

SHETLAND ARTS: REAFFIRMING PURPOSE AND PRIORITISING PEOPLE Shetland Arts run Mareel and the Garrison Theatre in Lerwick, and Bonhoga Gallery in Weisdale. As well as being a home to music, art and cinema, the organisation also runs youth arts and wellbeing outreach programmes, and an educational initiative, which teaches vocational pathways to degrees in film and music.

Shetland Arts was in the process of creating a new development strategy, involving extensive public consultation, before the pandemic hit. But as chief executive Graeme Howell explains: “COVID forced us to ask in even starker terms: ‘What is our purpose?’.

During lockdown, HIE set up a strategy workshop with a specialist consultant.

The experience confirmed to us that our outreach programmes are vital, and so we will continue to prioritise those areas, as well as supporting the local creative community. We need art and culture more than ever now.”

COVID has placed huge pressures on those steering large organisations, and Graeme says for him professionally, the HIE account management relationship has been invaluable.

“Our account manager Mhari acts as a ‘critical friend’ – someone who is genuinely invested in the success of the organisation but has a healthy degree of distance from it,” he explains.

“We’ve been in regular contact during the pandemic; she is someone I can talk honestly to, warts and all, which has been particularly helpful during some of the bleaker moments. And she also picks up on things that we might otherwise miss, such as funding opportunities.”

Shetland Arts is currently reprioritising the use of its buildings to ensure maximum social and economic benefit, with minimal risk to health. At Mareel, for example, both cinema screens and its educational space are up and running again, while the opening hours of the café have been reduced as a counterweight. At Bonhoga Gallery, the exhibition space has been handed over to local artists and makers, providing a vital platform to Shetlandbased creatives whose livelihoods have been seriously impacted by the cancellation of craft fairs and markets.

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SKIRR SKIN:

MY PRIMARY TUTOR:

HEALTH START-UP STAYS AGILE AS COVID HITS

GOING ONLINE AT A CRITICAL TIME

Starting a new business is a challenging experience at the best of times, but for Moira Newiss, founder of SKIRR Skin, little did she know what a first year she’d have in 2020.

SKIRR Skin, based in North Connel near Oban, is a sustainable skincare brand for eco-conscious endurance athletes. ‘Skirr’ is an old Scots word meaning to glide or move faster. The business launched its first product in February, the antichafing Sport Body Balm – road tested by runners competing in the Tyndrum 24-hour ultra-marathon.

In launching the product, Moira committed to a significant number of orders so she would have plenty of stock to sell across the 2020 sports calendar – her intended target market. However, the cancellation of all sporting events pushed Moira to reconsider her plans.

She had worked with HIE in the summer of 2019, via its Innovate your Business programme, to develop a business plan, strategy and brand for SKIRR Skin.

Moira says: “This was a really helpful experience. HIE provided support on how to identify target markets, how to maximise revenue, and put me in touch with some key industry experts who helped develop the website and source sustainable packaging. While I’ve had to adapt my sales expectations, having a really solid product, brand and digital presence has been invaluable in navigating the challenges of COVID.” Moira was one of the first members of W-Power, an online network for women entrepreneurs operating in the more rural parts of Argyll and the Islands, who want to connect with, learn from and support each other. This was a helpful and welcome community to be part of during lockdown.

Moira has also taken part in a virtual trade mission to Canada, arranged by the Lochaber Chamber of Commerce, with another to the North West Pacific region of the US scheduled for December. She says: “In normal circumstances, this early on in the business, I wouldn’t have been able to afford to attend these in person. So, the introduction of ‘virtual’ trade missions has been a real bonus for me.”

SKIRR Skin currently has two new products under development, to be launched next year – by which time Moira hopes the sporting events world will be back on its feet.

While working as a primary school teacher, Karen Simpson set up her tutoring business in 2017, to help create a better worklife balance after the birth of her second child. The business helps children aged 5-14 with literacy and numeracy learning, running small group and individual sessions in Inverness.

In what would turn out to be a highly fortunate move, in 2019 Karen took part in HIE’s Pathfinder Accelerator programme, which supported her to adopt video conferencing software to offer virtual learning sessions. While there wasn’t huge demand for online tutoring at the time, it was an avenue that Karen was keen to explore. Little did she know what a critical decision this would prove to be.

When schools and nurseries closed across Scotland at the end of March, everything changed. With parents now responsible for home-schooling their children, and the majority of extracurricular activities cancelled, Karen and her team found they had an enormous volume of new customers. And with the whole world now more familiar with Zoom and other similar video software, virtual learning was an easier step for many to take.

Karen’s team of home-based tutors has more than doubled, from six to 15 over the past year, as demand for their virtual sessions continues to grow, despite the reopening of schools in August.

Karen says: “The learning experience for school pupils has changed as a result of COVID, so many parents are still looking to tutoring as a way to provide that extra bit of support for their children.

There is still an element of ‘catch up’ at play. With continued social distancing, the way parents interact with schools has also changed; they can no longer walk into a classroom for a casual chat with the teacher. So, we’ve found that parents really enjoy watching their children learn in a more close-up, personalised setting, where they can feel part of the experience too.”

My Primary Tutor recently won New Business of the Year at the Highland Business Women Awards, and Karen has exciting plans to diversify and further invest in the business. She is about to start studying herself, to learn more about dyscalculia, a less well-known area of research into a type of ‘maths dyslexia’ – something she hopes the business will be able to help children with in the future.

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CASE STUDY: PROJECT CORRAN ON INVERNESS CAMPUS A MULTI-BUSINESS COLLABORATION TO HELP SAVE LIVES

In the early days of the coronavirus pandemic a number of businesses and organisations came together to meet an urgent need for PPE in Raigmore Hospital and beyond. The group was led by two innovative companies, 4c Engineering and Aseptium, based in HIE’s Solasta House facility on Inverness Campus.

4c Engineering and Aseptium liaised with NHS Highland to see if their combined design and rapid manufacturing capabilities could be used to solve any of the immediate problems that had arisen through the pandemic. The ICU department at Raigmore took up this offer as they urgently required face shields. Working to a clear brief, the team designed a visor that would be safe, comfortable and, most importantly, could be rapidly manufactured.

L-R: Peter MacDonald, Alessio Renna, Jo Wilson, Jenny Allen, Andy Hall at 4c

Part way through the design process, the challenge increased as national lockdown severely curtailed material availability. However, led by the Inverness Chamber of Commerce, the business community rallied with companies such as Dunelm Mill, James Dow, Highland Office Equipment and Porex Technologies providing supplies and materials; and others such as HIE, SMAS, LifeScan, Glenmore Lodge, Inverness Chamber of Commerce and Varrich Engineering providing volunteers and advice.

After sourcing materials and refining the design throughout the first week of the project, a meeting was held where the first prototype was presented to Raigmore ICU and Infection Control staff – who gave the green light for an initial 1,000 units.

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In April and May, with additional manpower provided by LifeScan, over 3,000 Corran visors were delivered to Raigmore, with another 4,000 going to local care homes and other organisations that desperately needed PPE. The Corran design is simple and has being made freely available with manufacturing guidance. Lochgilpheadbased Midton Engineering was among other businesses to pick up the design – delivering face shields to hospitals in Oban and Mid-Argyll.

And in June, a revised design for the visor, the Corran II, was awarded a CE mark, a major milestone that allows the product to now be sold on the open market.

Commenting on the project, Andy Hall, Director of 4c Engineering says: “The Corran II visor is the result of engaging with and listening to frontline workers then tailoring a design to meet their demands. We balanced the need to produce a safe product with the desire to minimise weight and simplify the design. I’m proud of the improvements the team made in just a matter of weeks and achieving a CE mark shows our design is fundamentally safe.”

Peter MacDonald, Director of 4c Engineering adds: “We have been able to take the lessons learned in those first few frantically busy weeks, and combine that with the user feedback, and innovative thinking in a matter of weeks to develop and certify a brand new product, which we believe is the most comfortable userfriendly visor on the market.”

While fellow project founder, Pawel de Sternberg Stojalowski of Aseptium says: “Corran II proves that even PPE can be designed for comfort. Rapid development is a great adventure and being able to perfect your design in co-operation with local suppliers is a great pleasure, especially when it results in our best product in this category to date.”

Find business support in Scotland

We're here to help you find the support you need. We have gathered together information for all company sizes and sectors across Scotland, including help and advice for those affected by the coronavirus pandemic. #findbusinesssupport FindBusinessSupport.gov.scot is delivered in partnership by Business Gateway, Highlands and Islands Enterprise, Scottish Enterprise, Skills Development Scotland and South of Scotland Enterprise.

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A FOCUS ON NET ZERO AND A GREEN RECOVERY DR ZOE LAIRD

REGIONAL HEAD OF COMMUNITIES INFRASTRUCTURE AT HIE We’e all familiar with Scotland’s target of net zero emissions by 2045, but maybe less familiar with the interim target of delivering a 70% reduction by 2030. And, some of us might have forgotten about a previously set target of a 56% reduction by 2020, one we’ve not yet met. But this does not mean that our longer-term targets are not achievable, we just need to plan how we get there. And today, as we seek to map out a way beyond the COVID-19 pandemic, that plan for delivering net zero as part of a green recovery is more important than ever.

WE ALL HAVE A ROLE TO PLAY The first thing to recognise is that we all have a role to play.

Delivering net zero is not simply about increasing renewable electricity generation, we need to look at our own personal habits and lifestyles – whether it’s in terms of heating, transport, or how we remove waste and reuse materials that require high carbon levels to extract and manufacture, such as plastics. As consumers, our changing consumption habits will drive innovation and commercialisation of net zero products, stimulating new markets.

WE MUST DELIVER A JUST AND FAIR TRANSITION The second thing is to ensure we do not increase the divide between those who have and those who have not. We need to find ways to deliver a just and fair transition to a low carbon economy. We need to consider how this transition affects and creates jobs in the future, more so now than ever with the economic impact of COVID-19 becoming increasingly visible.

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WE NEED TO FOCUS ON OUR REGION’S STRENGTHS And thirdly, though there is much to be done, we need to focus on our strengths and how we work with and seek to influence others. That is why HIE’s approach for a just transition to net zero focuses on the advantages we have in the Highlands and Islands: ■ our natural capital is amongst the most resourceful and plentiful in the world; ■ our marine environment and extensive coastline offer significant opportunities for energy generation, marine science, marine manufacturing and aquaculture; and ■ our track record in innovation in renewable energy technology development and deployment has created real momentum in trialling local, low carbon energy systems.

These are just some of our greatest regional strengths, and as we seek to recover from the impact of COVID-19, they can be highly compatible with both economic growth and net zero.

So, we will continue to build on the success of our renewable energy sector with developments in offshore wind, energy integration, hydrogen production and commercial wave and tidal in the longer term. But we must also go further to work with our partners in assisting other sectors decarbonise – the food and drink, tourism, construction, and transport sectors offer real potential for the region’s supply chain.

Particularly innovative is the opportunity to explore zero emission aviation. Our region’s island geography combined with our renewable resources and strong test and demonstration experience, provides ideal conditions for sustainable aviation testing. Likewise, the increasing use of green hydrogen offers a transformational opportunity to ferries, trains and heavy goods transport, while there are also moves to strengthen the timber sector and improve its value to the construction industry as we seek to build more housing to support population regrowth.

FÒCAS AIR ATH-BHEÒTHACHADH UAINE Ged a tha sinn a’ faicinn atharrachadh nach fhacas a-riamh anns ar dòigheanbeatha an dràsta, tha feum fòcas a chur air ‘net zero’ agus ath-bheòthachadh air an eaconamaidh uaine. Tha HIE ann an seo airson daoine a chuideachadh gus gabhail ri dòighean ùra air gnìomhachas a dhèanamh agus leasachadh a thoirt nar obraichean is far a bheil sinn a’ fuireach, ann an dòigh a tha a’ stiùireadh ath-bheòthachadh uaine.

Dr Zoe Laird, HIE

Beyond those headline examples, there are also many other sectors of our economy that can find competitive advantage in ‘being green’. For example, our region has the basis for a globally competitive eco-tourism market; a zero carbon destination. This market can also be enhanced by our increasing interest in local food supplies and low food mileage. And a fresh focus on land management including peatland restoration and natural reforestation are reframing the way communities and businesses extract value from the land. And finally, our cultural offering is equally unique and can use its influence to motivate and empower citizens to act differently, and in ways that are compatible with net zero.

As an organisation, HIE itself is already developing new ways of working, including home working, and recognising the associated carbon reductions and increased productivity. We continue to have a local presence across the region, but a community hub approach for future offices will bring us even closer to our local partners and clients. And we are training around 40 staff on the science, the policy, and the solutions to net zero. As trained climate champions, they will apply their learning to help support a just transition across the region.

Although we are facing unprecedented change in our lifestyles just now, the need for a focus on net zero and the green recovery is clear. We have highlighted some of the key areas we expect to transform our economy, and HIE is here to help our customers adapt to new ways of doing business and improving the places in which we each live and work in a way that is leading a green recovery and a net zero future.

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VIEWS FROM INDUSTRY What does green recovery mean for your organisation; for Scotland; and for the Highlands and Islands?

JIM SMITH

MANAGING DIRECTOR, SSE RENEWABLES “Now, more than ever, we have an opportunity to build a greener future across Scotland through pursuing a green economic recovery. With the construction of new wind farms such as: Viking in Shetland; Gordonbush Extension in Sutherland; and our Seagreen offshore project in the Firth of Forth; the development of new potential sites such as Sutherland’s Strathy South; and the continued operation of our existing wind farm and hydro power sites, we’re creating and sustaining jobs locally, helping drive our green recovery here and now.”

JOHN MACLENNAN INNOVATION MANAGER, CONSTRUCTION SCOTLAND INNOVATION CENTRE (CSIC)

“Innovation is key to achieving net zero. CSIC is leading the way in encouraging new green thinking in the sector and by driving the sustainability agenda through the promotion of new materials and techniques. The circular economy needs joint efforts by entrepreneurs, researchers, industries, government, and civil society, but most of all it needs innovation. We can promote much-needed change in society if we learn how to think innovatively. Recovery should be built around low carbon products, retrofit, Scotland’s resources, offsite manufacturing and digital transformation with a diversified workforce, alongside new skills and competences.”

IAIN GULLAND CHIEF EXECUTIVE, ZERO WASTE SCOTLAND

“We cannot lose sight of the urgency of fighting the climate crisis. The single biggest cause of the climate crisis is our over-consumption of Earth’s natural resources. Key to solving this is the circular economy which focuses on reusing, repairing, remaking and recycling to make things last. The Highlands and Islands can benefit from localised supply chains with less reliance on importing goods and materials as part of this green recovery. Together with HIE, we are supporting businesses and communities across the region to take on circular models, which can lead to cost savings, new customers and greater resilience.”

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CLAIRE MACK

CHIEF EXECUTIVE, SCOTTISH RENEWABLES “The green recovery is central to our response to both COVID and climate change. The recognition that renewables and low carbon technologies bring value that goes way beyond regular economic benefits is really important. The Scottish islands are really leading the way with energy systems approaches that need to be replicated elsewhere. They are fully experiencing that place-based development that can be enabled through having a renewables-led energy system at the centre. This knowledge and expertise is relevant to the rest of the globe and we need to be ready to export that through our people and supply chain companies.”

DAGMAR DROOGSMA DIRECTOR-INDUSTRY, SCOTTISH WHISKY ASSOCIATION

“The Scotch Whisky industry has already made significant progress towards building a more sustainable industry, and in June 2020, the SWA published a net zero report outlining how the industry can collectively achieve net zero through further innovation in energy use and cutting-edge technologies.

But getting to net zero is not just about energy; we need to be sustainable from grain to glass. That means working with farmers and maltsters on sustainable cereals; it is about using peat responsibly; it is about developing the skills the workforce need for the green economy, and it is about how we become even more efficient in our water use, a particular resource of this region. All these measures benefit the climate, but also biodiversity, climate resilience and the wider sustainability of the Highlands and Islands, and Scotland.”

TOP 10 TIPS

TO PLAYING YOUR PART IN THE RACE TO ZERO

We can all play a part in helping Scotland become a net zero society just by being more conscious about the decisions we make and their impact. Here are a few ideas for how you can reduce the carbon you use at home and at work:

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Much of our personal carbon footprint comes from our homes. Check out the Energy SavingTrust for advice and information on interest free loans for improvements you can make.

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Save energy in the home and office by switching to renewable energy sources (many energy providers offer this option), energy saving lightbulbs and using less water. Turn your monitor/laptop off each night as every little helps!

3

Reduce waste, reuse and recycle. Buy recycled paper for the office or go paperless! Minimise single use plastic at home and in office canteens. Buy fewer clothes and invest in clothes that will last or consider buying second-hand.

4

Wasted and lost food account for as much as a 10th of all our greenhouse gas emissions. Visit the Love Food Hate Waste website for information on how you can reduce food waste, save money and carbon emissions.

5

Reducing our consumption of meat and dairy and choosing local, seasonal produce wherever possible can dramatically reduce our carbon footprint. Have a look at these plant based recipes for some inspiration.

6

There is a strong link between climate change and a lack of biodiversity. See how your garden could be part of the solution by visiting the Scottish Wildlife Trust’s website.

7

Calculate the carbon you use by setting yourself an annual ‘carbon budget’ and seek to reduce it each year. Visit the Woodland Trust’s website to find out more.

8

Take a staycation, rather than flying overseas on holiday or, if you do decide to fly, think about offsetting your airmiles. Taking one less long-haul flight each year would save the equivalent of 1.68 tonnes of CO2 per person (Source: BBC, May 2020)

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Consider cycling or walking rather than driving. Next time you buy a new car think about switching to electric.

Shop local or try eco-friendly gifts. Have a look at a few unusual ideas on the Zero Waste Scotland website. If you fancy a wee tipple, why don’t you try products from some of the region’s innovative, low carbon distilleries such as Dunnet Bay Distillers with their fully recyclable and returnable pouches.

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QUALITY OF LIFE ATTRACTS NEW TALENT New talent is being attracted to the region as people seek to balance career and quality of life.

No longer discounted as remote, the availability of high-speed broadband, air and rail links and an unbeatable natural landscape has led the Highlands and Islands to become a destination of choice for those working in regional industries and a growing remote workforce.

ODx employees based at the Inverness Campus can balance the opportunity to be involved in the development of cuttingedge technology with the ability to create a fulfilling lifestyle outside of work, having found a location where the two needn’t be mutually exclusive.

Growing up in bustling Madrid, Cristina Martin never imagined that her career as a lab technician would bring her to the north of Scotland, but having found an ideal role with Inverness-based life sciences firm ODx Innovations, she has thrown herself into a new life in the Highlands.

“I moved to Edinburgh in January 2019,” explains Cristina. “I was looking for work in Scotland and always thought of the Highlands as a beautiful place to visit, but I didn’t expect to find work here in my industry.”

The chance to combine working in such a specialised industry with living in a setting as spectacular as the Highlands proved too much to resist for Cristina. “I used to spend about two hours on buses every day in Madrid, now I save so much time!”

SURPRISING DISCOVERIES

With that newfound free time, Cristina has been eagerly exploring her new home. As well as taking up cycling for the first time, she walks, hikes and visits new places most weekends.

It came as a pleasant surprise then when a friend let Cristina know about the opportunity to join ODx. Founded in 2016, the firm is developing new testing and processing technology to improve care for patients with urinary tract infections and tackle the growing threat of antimicrobial resistance, which could limit medical treatment options in the future.

“Inverness might be a city, but it’s only ever a very short drive to a great beach, or to the mountains. Everything beautiful is close.”

Another ODx colleague, Craig Millar, agrees. A clinical coordinator, Craig moved to Inverness following an NHS career that had taken him from Perth to London, when he and his partner Emma decided to prioritise their quality of life.

CHOOSE QUALITY OF LIFE

ODx is just one of several cutting-edge life sciences organisations to be based at HIE’s Inverness Campus. This 215-acre site brings together private companies, research organisations, academia and the NHS to pursue a range of life sciences and technology initiatives focusing on scientific and healthcare disciplines for animals and human beings.

Scotland’s thriving life sciences sector is one of the largest in Europe, providing more than 41,000 jobs across more than 770 multinational corporations, SMEs and start-ups and contributing £2.4bn to the Scottish economy, according to Scottish Development International.

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“Every day was like Groundhog Day in London,” explains Craig.

“I’d spend hours travelling and by the time I got to work I was already stressed out, and eventually I got to a point where I didn’t recognise myself. Emma and I both knew we wanted to make changes and be somewhere we could have a better quality of life.”

With Emma employed as an NHS eye specialist working in an extremely niche discipline, the couple knew it may take a while for them to find somewhere they could both find work. Initially considering the Central Belt, the couple took it as a sign when an orthoptist post ideal for Emma came up in NHS Highland – one of only a handful of relevant roles that become available each year.

“I’d always loved Inverness when visiting friends,” explains Craig “but we hadn’t really considered we might be able to find jobs there in our fields. We came up to check it out and

immediately felt at home, both with the stunning landscape and the friendly people, and we knew the Highlands were exactly what we’d been looking for.”

“As I explained my personal situation and how most of my client contact was already via videoconferencing or telephone, we got to a good place where the management team were happy enough for me to continue working for them – but from our home here on Lewis.”

Working from home has many benefits, according to Claire.

Although he’d expected to stay within the NHS, Craig was aware of the life sciences industry around Inverness and was immediately open to the opportunity to take on a new role. Now as a clinical link between ODx and their NHS clients, Craig travels to meetings not on stuffy underground trains but through glorious scenery.

“Commuting to work now is actually a pleasure. We drive together to Emma’s base at Raigmore Hospital and then I walk to the Campus. Every day I look around at the castle, the river, the fantastic landscape and think ‘this is why we’re here’.”

And with that commute being much shorter, Craig and Emma have noticed a shift for the better in their quality of life.

“We have an evening now after work! From little things like suddenly not needing a filter to drink the tap water to having more free time and amazing outdoor spaces to spend it in, it’s just black and white compared to how our lives were before.”

“I don’t have all the stress of trying to arrange childcare for starters, but it is a lot more productive too.

You’re eliminating the work travel and the costs of it too. You also need minimum preparation time to get to work – you don’t need a packed lunch for example – so you’re just getting up and there you are ready for work. And, of course, there’s not the same distractions you get in an office, which helps too.”

The experience of working from home during lockdown and the removal of the need to be regularly present in a specific office or location is expected to lead to a rise in demand for more permanent flexible working arrangements.

The lure of working from home in the Highlands and Islands is proving to be an attractive option for many, particularly those who craved access to outside space during lockdown.

Along with Arran in North Ayrshire, homes in the Highlands and Islands were the subject of booming online interest in the summer, with enquiries from buyers from England to Hong Kong as people seek to introduce a greater sense of balance and quality of life amid coronavirus concerns and political upheaval.

Whether working in local industries or connecting remotely to opportunities around the globe, an increasing number of people find the quality of life on offer in the Highlands and Islands an irresistible draw.

THE FUTURE IS FLEXIBLE Craig and Emma aren’t the only ones making more conscious choices about where they live and work and the impact that has on their quality of life. Many employers were increasingly open to flexibility on location even before the COVID-19 pandemic led to a sudden enforced rise in working from home.

When Claire Gerrard’s partner was offered a job that would move the family from Aberdeen to the Isle of Lewis in 2015, she was eager to look at ways to continue in her role as Senior Software Developer for Polaris Learning Ltd, based in Oldmeldrum just outside Aberdeen.

Keen to keep a valued member of their team, Polaris agreed to Claire’s remote working proposal when she demonstrated how she could continue to do her job without being physically based in the office.

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XPONORTH GETS MORE CREATIVE 2020 has been an unimaginable year for us all, but for those working in the creative industries, a sector comprised largely of sole traders, freelancers and micro-businesses, it has left many in unchartered territory.

With live music, dance and theatre shows postponed, filming schedules thrown into disarray, workshops, fairs and exhibitions cancelled, and cultural venues closed or operating at reduced capacity, few creative professionals have been unaffected.

The XpoNorth team is now working towards a hybrid model for next year’s conference – and the app has been future-proofed to allow the most interactive experience possible, and to be grown as a knowledge-networking tool.

Yet, amongst the unfamiliar and challenging new ways of working, new possibilities and alternative perspectives have emerged. Creative cross learning is something that XpoNorth has always sought to support, but this year the need for creative professionals to be seen, supported, inspired, and connected was more important than ever.

XPONORTH HERITAGE LAUNCHES AT CRITICAL TIME FOR SECTOR

XpoNorth is Scotland’s leading creative industries conference held annually in Inverness, attracting around 2,000 people across the two-day event in June. It also provides specialist year-round support to the creative industries across the Highlands and Islands.

Iain Hamilton, head of creative industries at HIE, explains: “COVID forced a radical change of plan. In a very short space of time, the entire conference was moved online, delivered via the XpoNorth website, social media channels, and Socio app. This included 35 webinars and interviews, 89 individual speakers, two film screenings, plus networking events.

“It was quite a task to pull off, and we were one of the first in the UK to deliver such an ambitious programme of events in this new digital format. I’m delighted to say that it was a fantastic success. Our audience increased, with 5,600 people engaging with the content.

“All the webinars and talks are now available to watch on either the app or XpoNorth YouTube channel, so people can still make the most of it, and enjoy some of the fantastic sessions we had, which covered music, writing and publishing, screen and broadcast, craft, fashion and textiles, heritage, and digital technology.”

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XpoNorth Heritage was a new offering for 2020, initially launched in February as a one-year pilot programme to help heritage organisations find new ways to connect with audiences, while creating new revenue opportunities.

Museums and heritage centres play an essential role in preserving and supporting the region’s sense of self and culture – and also its economic success. Highlands and Islands history has long captured the imaginations of people from around the world; the challenge is to find ways to bring historical objects and archival information from the physical world and make them more accessible in the digital.

As coronavirus forced museums to close in March, resulting in an immediate loss of earnings and audience engagement, the XpoNorth Heritage initiative couldn’t have come at a more opportune time.

FOCUS spoke to Vanessa Martin of West Highland Museum in Fort William about the impact COVID has had on the organisation.

CASE STUDY: WEST HIGHLAND MUSEUM As the West Highland Museum in Fort William approaches its 100th birthday, COVID-19 has pushed the museum to consider its future rather abruptly. The museum, whose collection includes Bonnie Prince Charlie’s death mask and treasure from the shipwrecked Spanish Armada, has embarked on a digital historical journey to reach new audiences and secure its long-term viability, supported by HIE and XpoNorth.

Museum Curator Vanessa Martin explains:

CASE STUDY: MUSEUMS AND HERITAGE HIGHLAND Lockdown has brought the region’s heritage professionals closer together, strengthening the sector and creating useful links for the future. For the past six months, Museums and Heritage Highland (MHH), supported by XpoNorth, has been running fortnightly virtual ‘Heritage Cafes’ for its 21 museum members, and the wider Highland heritage sector, organising peer-topeer reviews and guest speakers.

“Last year we welcomed 60,000 visitors to our small museum.

We don’t charge an entry fee, but we rely on donations and gift shop sales. After six months of closure, we reopened on 4 September but in a very limited way. Visitors must now book a 10-minute slot, reducing daily capacity to 30 people. This has had a huge impact on our ability to generate revenue, but also to fulfill our prime purpose – share Highland history with as many people as possible.”

When the museum closed in March, the small team found itself in the unique position of being cash poor but time rich.

After years of letting social media activity fall by the wayside, the museum significantly upped its online activity. Its ‘Mystery Object of the Week’ feature on Facebook proved particularly popular, with online followers growing steadily by the day.

Vanessa says: “Our ‘mystery’ 1920s St Kilda mail boat generated a lot of online conversation – and some very interesting guesses! It’s an odd-looking thing made from a sheep bladder, wood and string. The photo caught the attention of The Herald, which ran an article on the mail boat and the museum’s wider collection, which was great publicity for us.”

XpoNorth put the museum in touch with a digital heritage consultant, which inspired the creation of a Jacobite Lochaber Heritage Trail, hosted on Google Maps. The museum is now in the process of creating a Commando Trail. The digital heritage trails were a way for the museum to connect with people during lockdown, offering opportunity for learning and engagement in a safe way, and cultivating new audiences for the future.

A commemorative book showcasing the museum’s 100 best objects had been planned to mark its centenary in 2022.

However, following an introduction to computer scientist Dr Alan Miller of the University of St Andrews, via the XpoNorth Digital Heritage Workshops, they will now work to create a digital resource. Vanessa explains that this will include 3D photography, video and virtual reproductions to create a more multi-layered and accessible commemoration product.

Now better connected and acquainted, the MHH museum members have plans in place to collaborate on their very first co-curated digital exhibition, which will focus on historical costume and clothing, to be launched next spring.

Heritage consultant Nicola Henderson, who works for both MHH and XpoNorth Heritage, says: “Our heritage cafes will continue for the foreseeable future, and the historical costume exhibition will be our primary focus during the winter. Everything we learn about the process, from securing funding, to finding the most suitable digital platform, we will share with the wider heritage sector, in the spirit of knowledge sharing and transparency.

“The exhibition will feature some beautiful items, including a matching waistcoat and jacket said to have belonged to Charles Edward Stuart, and a traditional Gansey jumper. Gansey jumpers were knitted to a village-specific pattern, often with a hidden stitch, so that should a fisherman be killed at sea, his next-of-kin could be identified just from his jumper.

“While we won’t be charging a fee for the virtual exhibition, we will be encouraging viewers to make a donation to the museums they can’t visit in person just now.”

Loosely inspired by the British Museum’s ‘History of the World in 100 Objects’ radio series, XpoNorth launched the ‘Highland Objects’ podcast series back in May, with support from MHH. Each short episode is dedicated to an object from a Highland museum or area, helping share the culture of the region with a dispersed digital audience. Nicola says: “We’re now on our 12th episode, and have had around 1,000 downloads so far. There are dedicated episodes to the Noss Head Light at Wick Museum, Rosemarkie Pictish Cross, and most recently, the Soldier’s Leap at Killiecrankie.” The series is available to listen on all major podcast streaming services.

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JULIE FOWLIS: NEW CREATIVE PATHS AND COLLABORATIONS In the spring, Julie was invited by BBC ALBA to host and participate in Ceòl aig Baile, a nine-part series of remote musical collaborations, where artists from around the world shared a virtual stage together. The first episode saw Julie and her husband, the musician Éamon Doorley, perform with Rodrigo y Gabriela in Mexico, and Zoë Conway and John McIntyre in Ireland. The musicians also had to cover the roles of sound engineer, lighting technician, camera operator, and set designer, something that Julie says in hindsight was quite a feat.

With everyone ‘locked down’ at home and increasingly looking to music as a source of comfort, and artists looking for creative outlet, Julie said that social media came into its own, connecting dispersed artists and sparking new work. A conversation on Twitter led to her involvement in the filmmaker Mike Guest’s Dawn Days project. For every day in May, Mike created a short film that captured dawn on the Isle of Lewis. Julie contributed Òran an ròin (The song of the seal), a traditional Gaelic song from the perspective of the selkie people, tying in beautifully to the project’s focus on the space between land and sea.

And from the ethereal to the everyday, Julie has noted that her own children seem to be adjusting well to virtual music lessons from home – and she sees that as something that may continue for the time being, now that the technology has shown what’s possible.

Photo credit: Craig Mackay, Pictii

“I’m an optimist by nature, but it’s hard to put a positive spin on the situation,” says Julie Fowlis, the multi-award-winning Gaelic singer, brought up in North Uist and now based outside Inverness. “COVID-19 has shown in graphic detail the fragility of the music sector, particularly traditional music, where musicians rely heavily on live performance to generate income.”

Like thousands of other musicians, within the first month of the outbreak of the pandemic, Julie’s entire 2020 calendar of work had vanished. Tours and live performances that had taken months, even years, to plan, were suddenly gone.

Alongside the hardship, however, Julie has found moments of encouragement and optimism, most notably an increased camaraderie, collaboration and mutual support amongst people across the entire creative industries, and a willingness to try new things.

HIE has been a welcome ‘open door’ during the pandemic, Julie says, acting as a sounding board and friendly ear. She adds: “XpoNorth this year was an amazing achievement. I attended as a delegate, and really enjoyed a session called ‘Creativity for Brand Identity’ led by Bridget McNulty, which was all about the power of storytelling to engage with online audiences – something that seems particularly important just now.”

But for those working in the less public-facing roles of the music industry, the engineers, cameramen and technical staff, Julie expresses her concern: “These people are the glue that hold the industry together, yet in many ways they’re in a worse off position than the musicians and performers, who can more easily diversify. With the live experience still a far-off prospect, they currently have no capacity to do their day job – and so have to change direction, so that something is left at the end of all this.”

One such business is Limelight Event Services in Inverness.

FOCUS spoke to managing director Craig Duncan to find out more. See page 26.

FÒCAS AIR ÒRAN AN RÒIN

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Tha ceòladair, Julie Fowlis, a rugadh agus a thogadh ann an Uibhist a Tuath, ag ràdh gun robh na meadhanan sòisealta a’ ceangal luchd-ealain agus a’ cruthachadh obair ùr a dh’ aindeoin a’ mhì-chinnt. As deidh còmhradh air Twitter, bha i an sàs anns a’ phròiseict filmeadair Mike Guest, Dawn Days. Airson a h-uile latha sa Chèitean, chruthaich Mike film goirid a ghlac briseadh an latha air Eilean Leòdhais. Sheinn Julie Òran an Ròin, òran traidiseanta Gàidhlig a bha cleachdte ann an Uibhist a Tuath agus àitichean eile nuair a bhiodh daoine a’ dol a shealg ròn.

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LIMELIGHT EVENT SERVICES: THE EARLY STAGES OF DIVERSIFICATION Limelight Events Services is the north of Scotland’s largest live events company, providing technical support for festivals, concerts and outdoor gatherings – precisely the type of event that COVID put an immediate halt to. The company lost all its work overnight.

The question for managing director Craig Duncan was simply: how to survive? While making use of the furlough scheme and loans, as well as direction and advice from HIE, Craig knew that he would have to diversify.

The company has converted its equipment storage warehouse into a large studio space. Craig says: “The idea came about after a local band asked if they could use the warehouse for rehearsals, as other rehearsal spaces couldn’t accommodate social distancing. I realised that we could adapt our live outdoor equipment for live indoor events – enabling bands to live stream performances.”

Inverness band Lional has already trialled the set-up to great success, streaming an entire 50-minute gig live to Facebook.

While Craig says that the experience has been a really positive one for all involved, he needs to consider how to monetise the new approach.

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“Bands are also struggling to make ends meet, so do we charge the people at home watching? It’s difficult when so much digital content is available for free these days. The competition is tough.”

Craig is currently in discussions with HIE about innovation support to see how he can develop the idea. The company has the equipment and experience to put on TV-quality events, the challenge now is to start generating income – to safeguard the business, and the jobs of the company’s six employees, as well as the large number of freelancers it works with.

HIT THE LIGHTS!

EDEN COURT (PARTLY) REOPENS AND ASKS THAT WE ALL COME ALONG Eden Court is Scotland’s largest single-site arts venue, home to two theatres, two multi-purpose studios, two cinemas, three galleries, and an educational outreach programme that connects thousands of school children to the arts each year. A long-standing cultural institution whose continuous development and ambition ensure the region prospers as a place of creativity – the loss of Eden Court would be unimaginable.

And while the impact of COVID-19 has been immense, with almost the entire workforce furloughed during lockdown and a complete 2020 programme of events cancelled, significant emergency funding has ensured Eden Court’s survival.

A £250,000 grant from the Pivotal Enterprise Resilience Fund, managed by HIE on behalf of the Scottish Government, was a critical first step in aiding Eden Court’s recovery – and was followed by £750,000 from the government’s Performing Arts Venues Relief Fund.

“We’re creating a new entrance and exit at the back of the building, which will be used by staff, visitors and artists, allowing the existing front entrance to be solely for the general public, supporting a more effective track and trace system.”

With theatres across the country to remain closed, Eden Court’s 840-seat Empire Theatre continues to make a different kind of impact in the community. It remains Highland Council’s humanitarian aid distribution centre, with the large stage serving as a warehouse for emergency food parcels, sent to the region’s most vulnerable, including those who are shielding or experiencing food poverty.

Following the success of Scottish Opera’s outdoor tour of Scotland in September, which included a sold-out sun-filled afternoon in Eden Court’s car park, James believes that more performing arts will be adapted for the outdoors – and also hopes to see the return of the hugely popular ‘Under the Canvas’ music sessions next summer.

As well as supporting Eden Court to secure different funding streams, James said that HIE has provided invaluable emotional support and guidance during what has been an incredibly challenging time. He said: “Our account manager, Rhona, has offered both practical advice, and a huge amount of empathy. She’s understood the complexity of our situation and has been at the end of the phone throughout all of this.

“And on top of everything, she has maintained a long-term vision, and continues to encourage important conversations about Eden Court’s future growth and development. COVID has really highlighted how important and unique the HIE account management dynamic is.”

Eden Court reopened its cinema, café and bar at the end of October. Chief executive James Mackenzie-Blackman says: “Our building serves a lot of different functions, so we’ve had to reimagine how the space is laid out and how it will work for the future.”

To anyone who would like to support Eden Court, James has a simple request: “Come and visit! Whether it’s to watch a film or have a drink, we really want to see people returning to Eden Court. If you’re working from home and just want to get out for a change of scene, come and have a coffee, and make use of our Wi-Fi. By simply showing up, people will be making a meaningful contribution to our recovery.”

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DIGITAL INNOVATION DRIVES NEW OPPORTUNITIES From customer behaviour to supply chain logistics, companies have access to an ever-increasing volume of data. Businesses across the Highlands and Islands are learning how to harness the power of their data through collaborations between HIE and specialist support services.

When we think of data driven businesses, we often picture giants like Amazon and Netflix, however smaller companies across the Highlands and Islands are taking advantage of their own data and insights to drive growth, spur innovation and secure competitive advantage.

CODECLAN: PLUGGING THE DIGITAL LITERACY SKILLS GAP Industry-led digital skills academy, CodeClan,offers courses in software development, web development and data analysis.

CodeClan works with a large network of employer partners to ensure that its courses equip students with the knowledge and experience needed to fill the digital sector’s skills gaps.

Based within Inverness Creative Academy, CodeClan’s Inverness Campus opened in 2018 with support from HIE and the Inverness and Highland City-Region Deal. As a key project for the Northern Innovation Hub, HIE involvement included support for the first two student cohorts at CodeClan Highlands.

The success of the 12 graduates from those cohorts prompted the addition of a third HIE supported cohort, which is currently operating under distance learning protocols due to the current pandemic.

Lizi Blackwood, technology development manager for the Northern Innovation Hub, explains why HIE was keen to introduce the programme to the region: “CodeClan offers students an intensive 12-week course, providing them with the practical coding skills needed to enter, or return to, the digital jobs market, and also other ‘soft skills’ such as CV development and interview practice.

HIE has been at the forefront of this digital drive. A succesfful collaboration with CodeClan has expanded the region’s data skilled workforce, while The Data Lab, with HIE support, helps organisations to design and deliver data driven projects.

Together, these services have helped local businesses identify and capitalise on new opportunities through faster digital innovation.

“And the support from CodeClan doesn’t stop at graduation. The fantastic tutors continue to provide guidance and mentorship, making sure everyone has the best possible chance of progressing their career and achieving their professional goals.”

With funding options available, the course equips learners with the digital literacy skills employers need to make a tangible impact on the bottom line.

FOCUS spoke to two CodeClan graduates to find out how they’ve applied what they learned to real-world operations in their industries.

FIND OUT MORE: codeclan.com

FÒCAS AIR ÙR-GHNÀTHACHADH DIDSEATACH Tha companaidhean nas lugha air feadh na Gàidhealtachd is nan Eilean a’ gabhail brath air an dàta agus na lèirsinnean aca fhèin airson fàs a thoirt air stiùireadh agus ùr-ghnàthachadh agus buannachd farpaiseach fhaighinn. Tha dà bhuidheann le taic bho HIE aig toiseach na h-iomairt dhidseatach seo – tha CodeClan a’ toirt seachad an fhoghlam a dh’ fheumar gus sgioba-obrach sgileil dàta a leasachadh, fhad ’s a tha Data Lab a’ toirt taic do bhuidhnean gus pròiseactan air an stiùireadh le data a dhealbhadh agus a’ lìbhrigeadh.

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CASE STUDY:

CALLUM GRINDLE

CODECLAN CREATES A PATHWAY FROM PHILOSOPHY TO TECHNOLOGY “I think we’re at a tipping point in deciding how technology is viewed and used in our society,” says Callum Grindle, a University of Glasgow philosophy graduate who was part of CodeClan Highlands’ first cohort. “I’d always been interested in technology and had taught myself some basic coding. But while studying I became really interested in the moral philosophy and ethics behind technology, artificial intelligence and data collection, and I thought it seemed like an exciting career path to take.”

On graduating in 2019, Callum secured a funded position at CodeClan Highlands through the Digital Health Department at the University of the Highlands and Islands (UHI), which is one of CodeClan’s industry partners, and then spent three months in Inverness to complete the web development course. He said the real value of the course came from the programme’s intense schedule and focus on team learning. He explains: “You talk as a group about coding and web development all day every day, which is something you just wouldn’t get at university. The way you learn replicates being in a workplace environment. We also took part in industry networking events, which offered valuable face-to-face time with key people and businesses from the sector.”

Two weeks before graduating from CodeClan, Callum secured a job with Raven Controls, a technology start-up that creates incident management systems for largescale events. Someone from the company had seen his profile on LinkedIn and noted his CodeClan training.

Passionate about the ethics of data collection and information management, Callum has found his job with Raven particularly resonant amidst the coronavirus pandemic. He says: “Our company creates software to aid large gatherings, such as sports events and festivals.

While these events are currently on hold, having a system that helps to organise, and hold those in charge to account, will be paramount in ensuring public safety, and to make those events possible again.”

Callum is excited about the role Scotland is playing in developing technology to support better health, wellbeing, and social care provision, all critical in our current times – and sees CodeClan as instrumental in supporting that technological, data-driven journey.

CASE STUDY:

JAMES ROBERTS

UPSKILLING TAKES XPONORTH TO DIGITAL SUCCESS James Roberts is head of creative, brand and digital at XpoNorth, Scotland’s largest creative industries festival based in Inverness (read more about it on page 22). James was part of the first CodeClan Highlands cohort, graduating in December 2019.

XpoNorth supported James to complete the course, and the investment in his professional development and upskilling would prove highly significant with what was to follow several months later – the outbreak of coronavirus, and the decision to digitise the entire two-day XpoNorth conference, with just three months to do it.

James explains: “I’d always had an interest in technology and engineering and had a history of building and fixing things. At work I was always the ‘tech guy’ but I really wanted to understand coding and web development at a deeper, more useful level – both for myself, and for my work at XpoNorth.

“Back in March when we made the decision to move the entire conference online, identifying a web-based platform that could also support networking and the more social aspects of a festival, it was something I was in a much stronger position to lead on. With everyone now mostly working from home and relying on technology to support more aspects of their lives, CodeClan couldn’t be more relevant.”

Joining the course as an adult learner, James said it was fantastic to be back in an educational environment. “I love the mind-set CodeClan embodies, which is all about collaboration and creativity,” he says. “There are no hurdles too big; it’s a really supportive and inclusive place to learn.

I felt really grateful to be part of such a brilliant group of people.”

With all CodeClan courses now being delivered online, James had an encouraging word to say to the current cohort, or anyone thinking about applying in the future. He says: “The skills that CodeClan offer, from teaching Ruby and JavaScript programming languages, to encouraging professional development, will still absolutely be there. And although we were learning in person, all our coursework, materials, and assignment hand-ins were online, so I imagine the method of teaching will be really similar. I would say definitely go for it.”

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THE DATA LAB: FOSTERING COLLABORATION AND INNOVATION While CodeClan upskills individuals, The Data Lab offers tailored support to businesses, community groups and social enterprises, helping them identify and use their data to create innovative solutions.

“Often, businesses can grow in unplanned ways, and they can reach a point where unless they do something, it limits their future growth,” explains Karen O’Hanlon, business development executive with The Data Lab. The Data Lab work with organisations to gather their disparate sources of data and use it in ways which provide real insights to drive the business forward. This might involve data on sales, production, supply chain, headcount and the organisation’s own key performance indicators, which many organisations collect but do not necessarily use to its fullest potential.

TORCH is a tailored advisory service offering expert guidance to those undertaking data driven projects. Acting as a ‘critical, unbiased friend’, TORCH advisers can provide guidance on identifying and validating the need for a data driven solution, assessing the risk of the project, preparing and evaluating options and identifying, selecting and working with suppliers. Having TORCH as an external sounding board to validate strategic decisions gives companies confidence in taking on innovative new strategies, with early clients reporting that they felt that for the first time, they had been heard and fully understood in regard to the work they hoped to undertake.

For many businesses accessing TORCH support, the speed and momentum provided by the service are as highly valued as the advice itself.

“For every day they wasted, it was costing them money,” reports The Data Lab’s Lauren Spark, speaking of an early client.

“Having TORCH come in and break the process down faster and put them in touch with the right people so that they could just get their project launched was one of the biggest benefits they highlighted to us.”

Organisations which have gone further and identified data driven projects they’d like to undertake can access unbiased advice and support through The Data Lab’s new TORCH initiative.

And with The Data Lab providing direct links to so many Scottish suppliers in addition to the likes of Google and Microsoft, it’s hoped that projects initiated under the TORCH scheme will provide a widely felt boost to the Scottish economy.

With data literacy and data driven innovation becoming increasingly important drivers of success, businesses in the Highlands and Islands are well placed to take advantage of the boundless new opportunities on offer.

FIND OUT MORE thedatalab.com

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TOURISM INDUSTRY MAPS OUT NEW ROUTES TO RECOVERY Tourism is vital to the Highlands and Islands and will play a key role in our post-pandemic economic recovery. As providers adapt to a changing market, HIE has started to deliver both immediate and long-term support.

From travel bans and local lockdowns to implementing track and trace systems and social distancing, businesses in the tourism industry have faced unprecedented challenges this year. With support from HIE and our partners, many businesses are using this enforced interruption to re-imagine a more sustainable future.

DELIVERING FUNDING TO THE FRONT LINE As coronavirus restrictions tightened into full national lockdown in March, HIE played a key role in helping tourism businesses in the region access emergency support.

Tourism and hospitality providers accounted for a significant number of organisations that made successful applications for emergency funds administered by HIE on behalf of the Scottish Government.

The Pivotal Enterprise Resilience Fund (PERF), administered

by Scotland’s enterprise agencies, provided grants to small and medium sized companies who were able to demonstrate a viable contribution to Scotland’s local or national economy if they could be supported to keep trading in the short term. In the Highlands and Islands, the tourism and hospitality sector accounted for 43% of PERF awards, compared with 11% nationally.

The £30m Creative, Tourism and Hospitality Enterprises Hardship Fund meanwhile provided grants of up to £25,000 for small creative, tourism and hospitality companies not in receipt of COVD-19 business rates relief. In the Highlands and Islands, a total of 456 grants were awarded totalling £4.9m.

HIE is also providing targeted support to selected hotels across the region through the £14m Hotel Support Programme.

Through bespoke consultancy, business advice and funding, this national programme protects sustainable employment in larger hotels that are most impacted by the temporary downturn in travel.

PRACTICAL SUPPORT In addition to administering emergency funds, HIE were quick to launch a new Tune Into Tourism (TINTO) podcast series to make sure local businesses had access to the latest developments, international research and innovative thinking in the tourism sector.

“We changed from the webinars we offered last year to podcasts,” explains Seb Shingler, tourism development manager for the Northern Innovation Hub. “Partly because it was easier to arrange guests while respecting social distancing, but also to avoid contributing to Zoom burnout for our audience! It was a stressful time, so we were keen to remind operators to look after themselves as well as their businesses. We encouraged them to step away from their desk and take a break while listening to the podcast for inspiration, ideally while going for a walk or enjoying some fresh air.”

Eight new episodes were released on all major podcast platforms across the spring and summer, with more due to follow later in 2020. As well as regular updates from VisitScotland’s market news and consumer insight reports, host Julia Sutherland spoke to influential figures from both the domestic and international tourism industries. Listeners heard inspirational stories and practical tips on how providers of all kinds are responding to the changing market.

Noted travel journalist Simon Calder featured on two episodes, highlighting the opportunity for increased domestic travel to offset lost business from international guests as well as the need for providers to reassure local communities, employees and potential guests that all necessary COVID precautions are in place.

Along with our partners, HIE helped implement a number of initiatives to help the industry re-open as restrictions eased, including VisitScotland’s Get Tourism Ready campaign and the Good To Go self-certification scheme which helped operators demonstrate compliance with the latest health and safety guidance.

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NEW STORIES, NEW ADVENTURES Gavin and Penny Ellis, owners of The Knockomie Inn in Forres, found the Good To Go scheme invaluable as they prepared to re-open after lockdown. As well as identifying ways to minimise risk, such as the removal of various items from guest rooms and PPE requirements for the housekeeping team, they found the accreditation a useful way to build confidence among prospective guests before they even make a booking.

Gavin and Penny are among those impacted by the significant drop off in international tourism. By May 2020, experts were predicting a 60-80% reduction in international visitors to Scotland this year. Echoing Simon Calder’s conversations on the TINTO podcasts, however, Gavin believes there is significant opportunity to replace this lost revenue by an increasing focus on the domestic tourism market.

UK travellers accounted for 80% of Scotland’s pre-COVID overnight stays, and Gavin believes the challenge now is to better promote the attractions on offer to tempt those visitors into booking longer visits.

Knockomie has already played host to UK guests who had travelled to bike the Glenlivet Trails, and Gavin also pivoted his marketing to tempt golfers to Scotland’s coastal courses as a replacement for cancelled trips to Spain.

The key lies in highlighting the unique attractions and facilities the region has to offer and sharing them with the right domestic audiences.

“There’s so much to look forward to,” says Gavin, “so if we tell the right stories and promote the right interests to photographers, to golfers, to wildlife watchers, to walkers, then we will survive.”

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ONGOING SUPPORT FOR STRATEGIC RECOVERY HIE remains fully engaged in supporting the long-term recovery of the sector, with a new £3m investment in the local Destination Management Organisations (DMOs) which are so critical in developing local tourism economies.

With DMOs able to tailor their activities specifically to local needs and strengths, they provide a valuable boost to the profile, profitability and collaboration opportunities of individual areas and the businesses within them.

DMOs have recently played a vital role in co-ordinating local re-opening plans and providing clarity on government guidance, and with HIE’s support, will help communities across the Highlands and Islands harness the benefits of strategic tourism recovery in the coming months and years.

Community representatives are set to play a bigger role in shaping the future of local tourism economies across the region thanks to the ground-breaking ‘Communities Leading in Tourism’ programme developed by HIE and South of Scotland Enterprise (SOSE).

A second of three planned intakes of representatives from relevant community development organisations and social enterprises are now engaged in the programme, which aims to foster the industry understanding and leadership skills that will drive a sustainable future for the tourism sector.

The programme recognises the increasing role of local communities in managing and developing the opportunity that tourism brings to their areas, which is more relevant than ever as the sector adapts to a significantly changed travel landscape.

“As we tackle the impacts of COVID-19 in rural Scotland, community leadership is more important than ever. Engaging communities is an essential part of developing sustainable tourism going forward,” explains HIE’s director of Communities and Place Douglas Cowan.

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OUTLOOK FOR THE FUTURE Scotland Outlook 2030, the country’s long-term tourism strategy, lays out a vision of ‘responsible tourism for a sustainable future’. Responsible use of our abundant natural resources will be required to ensure they are protected for local communities as well as our vital domestic and international guests.

With the region’s wealth of open spaces, varied landscapes and unique visitor experiences, tourism operators in the region are well placed to balance sustainable, community-led provision with the growing demand for outdoor and adventure tourism.

Covering a range of activities from white knuckle river rafting to sedate days spent foraging for the freshest of produce, adventure and outdoor activities are expected to be even more in demand in the future. Guests are now attempting to combine vital social distancing with longed-for new experiences and time in open spaces following months of lockdown.

RESILIENCE IS KEY TO RECOVERY ANNA MILLER HEAD OF TOURISM AT HIE, REFLECTS ON THE INDUSTRY’S DETERMINATION TO MOVE FORWARD.

This year has been one of the toughest our tourism sector has ever faced, surpassing even the widespread and devastating impacts of the foot and mouth outbreak in 2001.

As much as the economic impact has been huge, I think it’s fair to say the personal impact on many within the industry has been just as devastating. From long-owned family businesses to new ventures, many providers have faced a complete loss of income and been unable to make firm plans for recovery.

Despite this continuing uncertainty, we’ve seen providers pivot to new business models in record time, DMOs support local operators with guidance and interpretation of changing guidelines, and individuals come together for collaboration and support.

HIE’s Northern Innovation Hub’s Let’s Grow Adventure Tourism programme provides coaching and mentorship to businesses in the Highland Council region who are directly involved in the delivery of adventure tourism.

Through specialist workshops, one-to-one support and a new community of like-minded local businesses, 50 adventure tourism operators across five cohorts will discover new ways to capitalise on this expanding travel sector.

While challenges undoubtedly remain as the industry navigates uncharted waters, HIE will continue to support tourism providers and the enormous contribution they make to the Highlands and Islands.

FIND OUT MORE GoodToGoScotland.com hie.co.uk/KnockomieInn hie.co.uk/adventure-tourism VisitScotland.org

I’ve been attending the Scottish Tourism Emergency Response Group (STERG), where HIE, our partners and the Scottish Government have heard directly from industry representatives about the ever-evolving challenges they’re facing.

We’ve heard how varied the impacts of the pandemic have been across different parts of the sector and how providers are responding to changing guidance on how they must operate. We’ve listened to these issues and used them to inform the support we have on offer, and we’re in constant dialogue with the Scottish Government and other agencies to ensure the voice of the Highlands and Islands tourism sector is heard.

From our on the ground account managers to those working at sector level, we’ve been struck by the passion and resilience of people across the industry. In the most challenging circumstances, they’ve remained determined to provide fantastic visitor experiences, and feedback shows they’ve been succeeding.

As we work together on a long-term recovery, the ambitions for ‘responsible tourism for a sustainable future’ within Scotland’s 2030 tourism strategy are more relevant than ever.

HIE will be here to support the tourism industry every step of the way, and I take my hat off to all those working so hard to steer the sector to a brighter future.

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WHY I LOVE RUNNING MY BUSINESS IN THE HIGHLANDS AND ISLANDS…

IONA MCLACHLAN Surf instructor and co-founder of North Coast Watersports Iona McLachlan and Finn MacDonald set up North Coast Watersports in the spring of 2019, following eight months of travelling and surfing around the world. Originally from Thurso, Iona is the current Scottish Ladies Surf Champion.

Offering surf lessons, paddle boarding, equipment hire and ‘SWELL Weekend’ surf retreats, Iona and Finn are catering to an ever-growing market of locals and visitors.

Finn MacDonald and Iona McLachlan, North Coast Watersports

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WHY IS NORTH COAST WATERSPORTS BASED IN CAITHNESS? For surfing, I can honestly say that the Caithness coast is an equal contender to the likes of Hawaii and Australia. I started writing our business plan while working at a surf school in New Zealand. I think I was missing home a little, and I could see that there was enormous potential for a surf school on Scotland’s north coast. It’s got the waves and beaches, but doesn’t have the crowds that you find in other parts of the world. We won a grant from the Caithness Business Fund to buy our equipment and started from there.

WHAT DO YOU LIKE BEST ABOUT RUNNING YOUR BUSINESS IN CAITHNESS? I grew up in Caithness, but the wild beauty of the place never fails to impress. There’s a lovely, close-knit community of surfers here, supported by the local surf club. I’ve run a few after-school surf lessons with local primary school children, and in the future I’d love to get surfing on to Thurso High School’s PE curriculum. We’re at such an exciting stage; I really do feel like anything is possible.

WHAT CHALLENGES DOES YOUR LOCATION PRESENT AND HOW HAVE YOU OVERCOME THEM? Our business is entirely reliant on weather conditions, and Scotland isn’t exactly known for its consistent and predictable weather. We need to be flexible, and I’ll often have to change plans last minute. The cold also puts some people off; they don’t believe that you can comfortably surf this far north. But with a five-millimetre wetsuit, plus hood, booties and gloves, you’re good to go!

HOW HAS HIE SUPPORTED YOUR BUSINESS TO THRIVE IN CAITHNESS? Finn and I were totally new to the world of business. HIE has been really supportive in helping us find our feet. We’ve got a great relationship with our account manager Keith, who knows the area and knows our business. He phones us every week to check how we’re doing. We’ve also attended finance and social media workshops, and worked with a digital consultant to help raise our online profile.

During lockdown, we also received financial support through the Creative, Tourism and Hospitality Enterprises Hardship Fund, which enabled us to safeguard our position, guarantee our survival through the winter season, and keep our hire equipment topped up and in good repair. We were also able to buy a drone, which has helped us get some amazing promotional photos and videos for our website and social media.

HOW HAS COVID-19 AFFECTED YOUR BUSINESS? Lockdown actually gave us valuable time to get certain aspects of the business up to speed. We created a new online booking system, which replaced our less advanced pencil and paper method! It’s also given us time to think about the future. We’d like to operate from other locations along the coast, provide accommodation, and offer more activities, such as kayaking and yoga. Since lessons resumed in June, we’ve been incredibly busy. I’ve had two days off in three months – the two days when there were no waves!

WALK US THROUGH YOUR IDEAL WORK DAY… I’ll wake up to sun, and perfect learner waves down at Dunnet Beach, before taking a group of beginners out. The lesson will be lots of fun, and everyone will leave with a newfound love for surfing. After an afternoon class, I’ll head out myself, and hope to see some dolphins in the bay. Maybe Finn will have gone free diving after work, and if we’re lucky, he’ll have caught a lobster. It’s hard physical work being out in the water every day, so good food is very important!

CAN YOU TELL US IN THREE WORDS WHY YOU LOVE RUNNING YOUR BUSINESS IN THE HIGHLANDS AND ISLANDS? Potential. Lifestyle. Wild.

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