Q: What are the ashes that are returned to the family?

A: Cremation is the process of reducing human remains to basic elements in the form of bone fragments through flame, heat, and vaporization. "Ashes" are actually the bone of the deceased that have been mechanically reduced to a powdery form. We commonly refer to these bone fragments as "cremated remains."

Along with the actual bone fragments, there will be tiny amounts of true ash from the casket or container and some refractory dust from the lining of the cremation chamber.
 

Q: How long does it take to cremate a body?

A: On the surface, this is a simple question, but answering it requires an understanding of the factors that influence cremation time.

First, let's assume that by "cremation time," we mean the time it takes to physically reduce the body and casket or container. In this assumption we are not including the pre-heating of the afterburner chamber, which can add anywhere from 20 minutes to 60 minutes to the total processing time, depending on the state environmental requirements.

The factors that affect cremation time are the size of the body (weight), the percentage of body fat to lean tissue or muscle, the type of container or casket, the performance standards of the cremation equipment, and whether it is the first cremation of the day, the second, the third and so on. Some operators believe that the medical history of the deceased and type of treatment can also affect the time it takes to cremate.

As a result, actual cremation times vary from 60 minutes to more than 5 hours. In the cremation profession, it is widely stated that it takes about 2 hours to cremate an average body of 150 pounds in a cardboard cremation container.
 

Q: Why is it important to cool down a cremator every time it completes a cycle?

A: It is imperative that crematory operators allow a cool-down period between cremations because during the cremation cycle, the refractory lining absorbs heat. Overheating of the refractory walls, floor and arches can lead to premature ignition of the next case or result in a rate of combustion in excess of the unit's capacity. This can lead to visible emissions and pollution exiting the stack.

By properly cooling the chamber, you can prevent this from occurring and prevent premature refractory damage.

Q: I am an owner/operator of a crematory and am very conscious of the environment and want to be as "green" as I can with regard to my crematory operation. What are some things I can do that will ensure the cleanest possible emissions and least possible impact on the environment?

A: Environmental conscientiousness, global warning and individual planetary responsibility are becoming increasingly important to many people. With regard to cremation, knowing which pollutants are emitted from your cremator is important, as is knowing how your equipment reduces these pollutants and the methods available to reduce them further.

One of the best methods of reducing pollutant output is also one of the easiest: scrutinizing the remains, container and anything else included for cremation. Non-chlorinated plastics should be requested whenever possible so the amount of hydrogen chloride produced from the cremation can be minimized. It is important to cremate the heaviest bodies first and to request from your funeral home clients that no unnecessary items be included in the container for cremation. These practices minimize the chance of cremating at a rate of combustion that exceeds the capacity of the equipment, which can lead to visible emissions and pollution exiting the stack.

Retention time -- the length of time gases produced from the cremation are held in the cremator's secondary chamber before being exhausted to the atmosphere --  is another important consideration. Adequate retention time is necessary for the secondary chamber to further combust the products of combustion produced in the main chamber. In many older installations, the retention time in the secondary chamber is insufficient to meet current standards. Increasing the afterchamber's volume increases the likelihood that the exhaust gases will be sufficiently exposed to the temperatures required, thereby reducing the amounts of pollutants exhausted to the atmosphere.

Adequate and steady temperature levels are vitally important to maintaining the quality of exhaust gases. Typically, the desired range of operating temperatures in the secondary chamber is from 1400 to 1800 degrees Fahrenheit, depending on local environmental requirements. In cremation, temperatures higher than 1800 degrees are not necessarily better for pollution control and can, in fact, create more pollution. When temperature in the cremation equipment exceeds the designed level, the body burns faster and the exhaust gases expand to a greater volume. This overloads the secondary chamber, which then cannot destroy the pollutants as quickly as they are being produced. Temperatures that are too low result in under-combusted gases and higher emissions.

Turbulence is also important in reducing pollutants.Turbulence is created in most modern crematory equipment's exhaust flow by physical obstacles such as baffles and perforated walls, which cause the exhaust gases to twist, turn, change directions and squeeze their way through the passages in the secondary chamber. This forces the exhaust gases to mix thoroughly with the oxygen introduced into the system, while exposing them to the temperatures maintained in the secondary chamber.
 

Q: I've been contacted by a person who is asking whether his girlfriend can bring her mother's cremated remains from Ukraine to the United States. What stumbling blocks might she encounter? She was told by someone that "foreign" cremated remains could not be inurned/interred in the United States. Any advice would be greatly appreciated.

A: Overall, this is possible. While airlines have certain restrictions on how to transport cremated remains, it is allowed. For the international leg of this journey, I suggest contacting the foreign embassy/consulate for each country. They should be able to provide any information on required documentation. Typically the documentation needed is a cremation permit/order showing that the cremated remains are that of the deceased person and a copy of a death certificate. I suggest making copies in case they want one for their records.

I also suggest carrying on the cremated remains when you travel. Some airlines (according to the Transportation Security Administration) do not allow cremated remains to be placed in checked luggage. By carrying the cremated remains in a carry-on, you can avoid this problem. Also, keep in mind that the airlines will not under any circumstance open an urn or container with cremated remains in it. Therefore, it is important to make sure that the urn you use for transporting is able to be x-rayed (this is usually covered by a plastic or wood urn).

Regarding your question as to the interment/inurnment of foreign remains, I am not familiar with any restrictions. I have clients who routinely receive foreign remains and have had no problem with final disposition. Any interment would require proper documentation, and there may be some hurdles regarding international paperwork, but overall it can be done.

Be sure to check with your local cemetery about what they need so that you and the family can prepare and make sure everything goes smoothly. Typically, if the airlines allow the shipping, whatever paperwork they have required should more than suffice for the cemetery.

Q: Our firm has a hard time selling cremation urns. It seems as though many families are satisfied with the container. Can you share some information on how to effectively convey the value of a cremation urn?

A: The most recent industry research (a 2006 Disposition, Container and Service Survey conducted by the Cremation Association of North America) indicates that approximately 60 percent of families selected a cremation urn vs. a temporary container. Though more urns are being purchased now than in previous years, there are still families who do not see value in a permanent urn for their loved one.

A permanent urn serves as a protective container and becomes a treasured memorial for a loved one that will last for generations. A plastic or cardboard container is a temporary receptacle that houses the cremated remains until a permanent urn is chosen.

Cost may be a factor in choosing an urn.  However, too often family members choose not to purchase an urn simply because they don't see anything they like or they don't perceive any of the urns available to them as being reflective of their loved one.

From high-end artistic pieces to less expensive brass and veneer wood urns, an abundance of products are available today to suit the many needs of families choosing cremation urns for their loved ones.

Firms who have a high ratio of cremation urn sales attribute their success to their up-to-date offerings, an effective display and the ability to guide families through the selection process. Consider the following:

Evaluate your current offerings - When was the last time you took a good hard look at your cremation urn selection? Do you have old bronze urns that have begun to tarnish or plain hardwood urns that are collecting dust? It may be time to revamp your offerings with the assistance of your supplier(s). Ask them if they would be willing to exchange old products for some new up-to-date models. One of the most important elements in your offerings is to make sure you have a variety of materials to fit different budget needs.

Take a look at your current display - If you don't have the right display, you will encounter numerous challenges in showcasing your products.  An effective display should be attractive, use proper lighting, show personalized products and include visual merchandising through the use of colorful graphics.  The graphics might depict scenes such as family members cherishing an urn at a memorial service or a family gathered at a graveside with the urn/urn vault on display at the service. Note that most major suppliers have a collection of graphic images. In some cases, they will even customize a graphic that best exemplifies your marketplace.

Consumers are exposed to the use of visual merchandising in their everyday shopping excursions. A professional display offers your customers a certain comfort level: The cremation products may be different from what they are used to seeing; however, the presentation is not.

It is also essential that the products be positioned in a logical sequence, such as according to price or according to their appropriateness in final disposition (burial, home, niche and scattering). Other important considerations are achieving a consistent look for your signage, displaying matching keepsakes with urns, and properly maintaining your display. Get rid of the dust and make sure to quickly replace urns that have been removed from the shelves.

Understand your products - With the abundance of different materials now being used in cremation urns, it is essential for funeral arrangers to be up to speed on the material components. You need to know whether a product is constructed of solid hardwood vs. veneer wood or solid bronze vs. brass. Work with your suppliers to obtain the information and share it with your staff. An even better way is to have your supplier present the product information at a staff meeting. It has been said that product knowledge is one of the top rules for exceptional customer service. Conveying knowledge about products and services will help you gain a customer's confidence.

Q: I am experiencing an increase in families requesting direct cremations. It is starting to take more and more time for my staff to meet with these families and prepare the deceased for identification. Can I charge a fee for preparing the remains for identification so that I can recover some of these costs?

A: No. And I will follow that with another “no” just to make sure we all understand. There are two reasons for this response: the Federal Trade Commission and potential liability.

Federal Trade Commission. As for the first reason, the FTC published an opinion letter in October 1997 which briefly stated that charging a fee for “required identification viewing” probably violates the Funeral Rule. This is because the Funeral Rule states that the only permissible non-declinable fees are your basic services fee and in some cases funeral goods and services required (such as a cremation container by a crematory or a grave liner by a cemetery). Therefore, since no laws require identification, the FTC would consider any fee for identification as a forced fee.

Liability. The second reason, potential liability, is even more important.  For example, let’s imagine that a family comes to your establishment and says they want a direct cremation. If you were to say, "Well, direct cremation costs $xxx, but in addition you will have to pay $xxx for the preparation of the deceased to identify them,"  the family might then say, "No that’s OK. We don’t want to pay the extra fee, so we will just skip the identification."

You, the provider, do not want that to be an option. Every family must identify the deceased, and you must take the steps necessary to ensure that happens. If you do not have consistent and uniform identification procedures, your liability will escalate.

I will suggest that you explain to families who choose cremation the difference between identification and other options such as a private final viewing.

The identification is just that: identification. It is for one person, or a limited number of people, and lasts just a few minutes. If the family wants something more extensive, offer them other options such as a private viewing, a brief farewell option or perhaps limited chapel time for immediate family. You can offer each of these options for a fee, but they are to be offered in addition to the non-fee identification.

By understanding the identification process and explaining it to your families, you can stay within FTC and liability guidelines and offer great services to families who choose cremation.
 

Welcome to the ICCFA Cremation Coaching Center "Support" page. Do you have a question about cremation policies, procedures, operations, service or sales? You've come to the right place! Leave your question in the comments section below, and our coaches will provide the answers in a future post.

How Long Does Cremation Take? - Actual times may vary.... (Ron Salvatore)

Making Sure Your Crematory Is 'Green' - Understanding and updating your equipment and your procedures helps in maintaining an eco-friendly crematory. (Coach Larry Stuart Jr.)

The Importance of Cooling Down Your Cremator - Overheating your equipment can lead to big problems. (Coach Larry Stuart Jr.)

'Ashes to Ashes' - A succinct explanation of the cremated remains that are returned to families. (Ron Salvatore)

Transporting Cremated Remains to the U.S. from Abroad - Bringing cremated remains into the United States for burial or inurnment requires some paperwork and processing, but it can be done. (Coach Poul Lemasters)

Conveying the Value of Cremation Urns - Having a wide selection of urn products, attractively displayed and expertly presented by staff, is essential to effectively communicating the value of a cremation urn. (Coach Julie A. Burn)

Don't Charge a Fee for Preparing the Remains for Identification - You might be tempted to recoup your staff time with a fee, but you'll risk violating the Funeral Rule, and worse, potential liability should the family decline your "offer." (Coach Poul Lemasters)

There's Still Time To Educate Our Customers About Cremation - Yes, there is a perception among some of the public that cremation is primarily a low cost alternative to traditional ceremony and burial, but all is not lost .... (Coach Julie A. Burn)

Educating The Press: Cremation Does Not Mean "No Frills" - Lately, newspapers have been reporting on the rise in cremation as a reflection of today's troubled economy. How can you educate your local press and your community that choosing cremation does not mean forgoing tributes and memorialization? (Coach Julie A. Burn)

Q: Lately I've seen several news reports about how today's economy is leading to an increase in people selecting cremation as a low-cost alternative to traditional funeral and burial services. These reports seem to equate cremation with "no frills." How can I explain to my local press and my community that cremation does not necessarily mean no service, no tribute and no memorial?

A. This question points to a great opportunity we have now to educate people about their options regarding cremation. We know that cremation should not be viewed as "no frills" or "cheap" or in any way "less than" more traditional options. Families who choose cremation can create services and memorials that have incredible meaning.

The press is looking for news related to the economy, and in our industry, it is a fact that cremation typically does cost less than a traditional funeral or burial. So, if the press wants a story on the value of cremation, why not give them one?

Funeral directors, cremationists and cemeterians may decide to take this opportunity to send their local media a press release on their cremation offerings and explain the true value of cremation tributes.

Here are five steps for doing that:

1. Develop your lead. First, you need a "hook." Sending your local newspaper a fact sheet on cremation options won't cut it. Editors will look at your press release and ask, "Where's the news?" Have you added a new selection of artistic urns at your funeral home? Are you breaking ground on a new cremation garden at your memorial park? If you don't have anything new to announce, you might use statistics as your hook. Has the number of families selecting cremation at your funeral home increased in the past five years? How much?

2. If you feel it would add a sense of legitimacy to include a national perspective in your news release, I invite you to include the following paragraph:

Julie A. Burn, director of cremation services for the International Cemetery, Cremation and Funeral Association, says today's families have more choices than ever before. "It's important for families to take the time to grieve their loss and to find a way to remember the life that was lived, regardless owhether they are choosing cremation or traditional funeral and burial," Burn said. "Today's cremation services offer many ways to honor the deceased, and so I would encourage families to be sure to ask the funeral home and the cemetery what their options are for creating tributes and memorials that are personalized and have meaning to them."

3. Include the options your firm offers. Include a paragraph explaining your company's video tributes, keepsake urns, memorial benches or niche gardens, as well as services you offer via contract, such as dove releases and reef burials. Your tone here should be purely educational. You are exposing the audience to the many options available, not trying to induce sales at your cemetery, funeral home or crematory.

4. Format your press release correctly. Be sure to include your contact information at the top and a "boilerplate" paragraph on your firm at the end, and if you have photos or can make those available, be sure to mention that as well. Check out the sample press release available for download at the bottom of this page (see "sample_press_release.com"). In addition to your own contact information, you may feel free to include my contact information if you wish (see the sample release).

5. Target your distribution. Research your local media and decide which outlet(s) would be most appropriate. Be sure to target the appropriate staff member. The style/features editor may be best suited for this type of story. Check out the newspaper, radio station or TV station Web site to find out how they prefer to receive releases. Many media outlets today request that they be sent via email. If you are sending via email, you will want to include all of the same information as in the sample release, but you most likely will just type the info into the body of the email or into the Web site's online form. In that case, you do not need to worry so much about formatting (such as double spacing, etc.)

If you have any questions on this, please ask in the comments section, and if you decide to try this out and get some coverage, be sure to come back and let us know about it!