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Event Crisis Management: Protecting Your Conference in Uncertain Times
Sherry Russ Sills, CMP Director, Event Operations IEEE Meetings, Conferences & Events (MCE)
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Leaner Outcomes
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Identify important elements of a good event crisis management plan
Incorporate helpful risk management tools to have at your disposal
Consider additional elements and resources for your plan when involved in an event
Up Front
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You cannot always stop a crisis
–You can plan for the consequence
You cannot be reactive to every issue
–You can be proactive to limit the consequences
Often how you react is the determining factor in
recovery
Crisis Management
4
Simply put a crisis is… – A change which may be sudden or evolving over time that
results in an urgent problem which must be addressed immediately
– While they are unpredictable, they are not always unexpected
Management of a crisis is… – The process of identifying and coordinating an organized
and systematic response as necessary
A significant part of crisis management is about managing the messaging going out in situations that don’t lend themselves easily to routine communications
Today’s Environment
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Terrorist Threats
Demonstrations Civil Unrest
Natural Disasters
Pandemics
It’s a Mess Out There!
Attendee becomes seriously ill or dies Exhibitor/attendee has an accident Attendee disruption with abnormal or violent behavior, harassment (physical or verbal)
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Crisis Emergencies
Natural disasters before or during a conference Act of terrorism occurs Pandemic is declared Disruption to infrastructure
Law enforcement/gov’t. officials request conference information Legal action is taken just prior to a conference, effectively closing the conference Vendor non-performance/cancellation
All require a need for priority and urgency of action
Principles of Emergency Mgmt.
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Preparedness – Activities in building awareness and assessing the risk of potential
disasters
Mitigation – Aimed at reducing vulnerability, activities performed in advance to
reduce impact, potential loss or damage
Response – Activities occurring during or immediately following a disruptive
event to minimize the immediate impact(s)
Recovery – Activities to minimize long-term impacts and return the
situation/system to the ‘new’ normal
When You Are Exposed
Procurement Site Inspection
Pre-Event
Actual Event Post Event
Risk Management Crisis Management
• Potential Risks
What happens if…
• Preparedness Level
• Prevention Capabilities
• Response
Enacting Procedures
• Investigation
• Assistance
• Communication
Risk Management Important Throughout the Total Event Process
What’s At Risk
People – Attendees, employees, volunteers, speakers, vendors and others
Property – Real property (i.e. hotel) and personal property (i.e. computers, audio/visual equipment)
Intangibles – Proprietary information and brand reputation
Revenue loss
Exposure to legal damages
When a crisis is well-managed, the impact to the organization can be minimized
Who You Are Responsible For ?
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Sponsors
Event staff/ volunteers
Clients
Exhibitors
Suppliers
Attendees
Procurement-Force Majeure Clause
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Allows one or both parties to call a halt to their obligations due to circumstances or unforeseen forces beyond anyone’s control
IEEE includes three conditions in this provision in all contract templates
– Allowance for partial performance
– Broad scope of coverage….’or other situations beyond control of the parties’
– Broad definition…’commercially impracticable’
Force Majeure doesn’t protect
the IEEE investment in a meeting should it be cancelled in part or in full
Event Cancellation Insurance
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In 2013, IEEE implemented a blanket event insurance coverage policy for all IEEE 100% financially sponsored events
– Allows for potential return of all or a portion of fees for attendance, exhibition, and sponsorship
– Allows for potential payment of incurred expenses and retention of anticipated profit
Coverage addresses cancellation, postponement, relocation
– In all cases, the conference must partner with IEEE’s office of Risk Management & IEEE’s insurer carrier before decision points on how to act
All other conferences (not wholly owned by IEEE Societies) continue to have the option to purchase individual Event Cancellation Insurance policies
Site Visit Inspection
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Meet with the hotel security staff – review standards and procedures,
specialized training, etc.
Know what is going on locally over your event dates – other events at the chosen facility
– Potential union strikes or labor disputes
Site Visit Inspection
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Identify and document local resources – Who is in charge of managing at the
venue
– Evacuation routes
– Emergency preparedness plans
– First-aid qualifications and resources
– Connections to local emergency services teams and agencies
Write a summation of your visit and include in the plan – share with the core planning team
Develop a Pre-Conference Plan
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Include safety and security measures in your RFP and site selection process
Establish relationships with CVB, venue contacts, and IEEE contacts
Include the plan in your pre-con with the core team
Document all your key contacts and know how to reach them day or night –Contracted vendors –Conference webmaster and owner of social media sites –Key local organizing committee members –Conference chair –Key financial sponsor stakeholders
On Site Preparation Communications List
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Prepare a Communications List (Phone, Email) – IEEE EERT Team, other key staff, facility contacts,
emergency provider list for event destination
– Full attendee list along with emergency contacts
– Rooming list of hotel(s)
– Webmaster contact information as well as social media sites and personnel responsible for management
On Site Preparation Communications List
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Include Facility-specific emergency information – Floor plans with emergency exits, medical services, and
first aid stations
– Internal extensions to call in case of emergency
– Location of nearest hospital, urgent care, and pharmacy
– Incident report procedure
– Evacuation location
We All Have a Leadership Role
18
Do everything possible to ensure the safety of our volunteers, organizers, exhibitors, attendees, suppliers
We are all in positions that could make us the ‘first reporters’ of a problem
– In the early stages we need to assess what information is crucial and what information we need to gather
– We don’t have the capacity to respond to all situations autonomously
We all have an obligation to help safeguard the organization from the adverse consequences of a crisis
IEEE Event Emergency Response Team [email protected]
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Core team of first responders who –Regularly review risk management planning and communications with key groups within IEEE
–Monitor over 30 national and global news bulletins regularly and compare against conference database for upcoming events in potential impacted areas
–Conduct outreach to key stakeholders and organizing teams of potentially impacted events
–Developed a set of best practices and templates for posting on the conference organizers website
IEEE Event Emergency Plan Template
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An emergency response plan should be created for each event and should be –Simplistic –Easy to follow and enact –Communicated often to key stakeholders and players (i.e. exhibitors, attendees, vendors)
–Tied to IEEE’s business practices such as risk management, business continuity management, and overall crisis communications planning
Prepare an Event Emergency Mgmt. Team Contact List
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Contact Role Responsibility Work Mobile
Sherry Russ Sills, CMP
Director, Event Operations, MCE EERT team lead
Activate the IEEE Event Emergency Response Plan/Team
+1 732 562 3980 [email protected]
+1 908 566 8167
Marie Hunter Sr. Director, MCE IEEE Sr. Staff representative for events
Activate the IEEE Event Emergency Response Plan/Team
+1 732 465 5889 [email protected]
+1 732 354 6501
Rich Jannuzzi Director, Business Operations, MCE
Activate the IEEE Event Emergency Response Plan/Team
+1 732 562 3858 [email protected]
+1 732 710 7389
Conference Lead Hired Conference Staff and General Chair
First Responder and serves leadership role in event location/enacts plan and engages IEEE
Facility Lead Convention Services Mgr. Security Mgr.
First Responder and serves leadership role in event location & follows the plan and engages IEEE
OTHERS… as determined during plan development
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A CRISIS OCCURS NOW WHAT?
Preparation is Key Event Emergency Response Cycle
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Pause and think
Reach out to core team
Establish crisis level
Put together immediate plan
Act
Regroup and revise strategy as needed
Evaluate process for future events
Pause
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You are on the front line and are our first responder representing IEEE
– Hold all responses until facts are known and you have engaged the IEEE Event Emergency Response Team (EERT) – Response and recovery process vary widely
depending on the severity and scope of the realized risk
– Do not discuss issues pertaining to possible negligence or potential liability
– Do not give statements – May respond with: ‘We are aware of the
situation and will get back to you when we have more information.’
P R E P A R E
Reach Out to IEEE Event Emergency Response Team - [email protected]
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Core Team includes representatives from MCE – Sherry Russ Sills, EERT Team Lead
– Marie Hunter, EERT Team Advisor
– Julie Amodeo, EERT Team Member
– Rich Jannuzzi, EERT Team Member
Core team will – Assess level of crisis with key partners as needed
– Legal
– Risk Management/Insurance
– Corporate Communications
– Communicate to leadership
– Advise you on next steps
P R E P A R E
Core Team Hierarchy Relationship Diagram ([email protected])
26
MCE
IEEE Staff
Leadership
IEEE Volunteer Leadership
IEEE Corporate
Comm. IEEE Legal
IEEE Risk Mgmt.
If a member of staff leadership team is onsite at the conference, advise them of situation and that you have enacted the emergency protocol plan.
Establish Crisis and It’s Level
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Is the health and safety of meeting attendees, organization staff, and volunteers at risk
Is it local, regional, national, global in nature
Can the event continue to operate without interruption if XX happens
Will the occurrence affect the hotel, convention center, or the organization’s headquarters
Can the hotel, convention center, or vendor continue to provide services needed for the meeting
Will continuing have any negative impacts on the brand
Items To Be Considered P R E P A R E
Types of Crisis/Levels of Response
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Choose messaging based on crisis
– Advisement to protect the attendees
– Incorporation of brand messaging assessments
Finalize communication and messaging strategy
– Staff/volunteer should refer all crisis questions to a central source
– Deliver messages that are clear, simple, and consistent
– Tailor messages to audiences
Implement, monitor, and create a reporting schedule
Schedule meeting for regroup for updates
Implement any additional next steps
Put plan into Action
Put Together Immediate Plan
P R E P A R E
Action
Put the plan into action
Work with your local contact
Obtain immediate emergency assistance
– Medical
– Local authorities i.e. policy, fire, etc.
– Do everything possible to ensure the safety of our volunteers, exhibitors, vendors, and attendees
If needed, arrange for local support for individuals impacted by the situation
Cooperate fully with any immediate investigation of an incident
Do not discuss issues pertaining to possible negligence or potential liability
P R E P A R E
Recovery: Regroup and Revise
31
Keep lines of communication open with EERT team and local groups
During crisis, monitor situation, questions, and conversations and revise strategy as needed based upon
–Local, national, and global news updates –Attendee questions –Organizing committee conversations
Address any follow-up actions
Close out issues related to crisis
P R E P A R E
Evaluate Process
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Assess success and failure
Feed learning into future planning
P R E P A R E
Final Points
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Building a plan is not going to be the silver bullet
Training is not just important, it’s the difference between demonstrating leadership vs. chaos in time of need
Use your resources – BUT remember, every meeting is different
Summary
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You are the front line representing IEEE
[email protected] is the core team for outreach when a crisis occurs
Remain calm, respond to facts, and enact the plan
Do everything possible to ensure the safety of our volunteers, exhibitors, and attendees
Work in coordination with facility staff and local authorities when needed
Address any recovery actions
Follow up with EERT for evaluation
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The Conference Education Program
Center for Leadership Excellence (CLE) https://ieee-elearning.org/CLE/
MCE Conference Education Program http://www.ieee.org/mce-education
Conference Organizer Education
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Website On-Demand eLearning Courses & Webinar Playbacks
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IEEE Center for Leadership Excellence (CLE) http://www.ieee.org/cle
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Core Education Programs – Roles Center for Leadership Excellence (CLE)
Conference Chair – IEEE Conference Application and
Memorandum of Understanding (MOU) Process
– IEEE Conference Sponsorship
– Managing Your Conference's Finances
– NetSuite For Conferences
– Conference Audit
– IEEE Conference Publications
– Technical Program Development
– Preparing Your Conference Proceedings
– CrossCheck for Conferences – Plagiarism Detection Tool
– Conference Publication Tools – PDF eXpress, PDF eXpress Plus & eXpress Conference Publishing
– Proactive Approach to Managing Quality
Treasurer – Managing Your Conference's Finances
– NetSuite For Conferences
– Conference Audit Process
Technical Program Chair – Technical Program Development
– CrossCheck for Conferences / Chinese
– Proactive Approach to Managing Quality
Publications Chair – IEEE Conference Publications Program
– Preparing Your Conference Proceedings
– CrossCheck for Conferences (Chinese)
– IEEE Conference Application and Memorandum of Understanding (MOU) Process
– Conference Publication Tools – PDF eXpress, PDF eXpress Plus & eXpress Conference Publishing
– eCopyright Form
Our Next MCE Webinar
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Topic: Mobile Apps for Conferences – The Latest Trends in Audience Engagement
Date: Thursday, February 18, 2016
Time: 11:00 am
Description: Join us and gain an understanding on how your conference can use mobile apps to increase its value proposition to both attendees and sponsors. IEEE MCE Preferred Partner, EventMobi will discuss how to use gamification, polling & surveys to enhance networking and engagement opportunities with your audience. See how IEEE OUs have partnered with EventMobi on their conferences.
IEEE Conference Organizers’ Newsletter Stay Informed
Monthly publication from MCE sent to all Conference organizers
41
– Latest conference practices
– IEEE policy changes
– New services available
– Industry information
– Upcoming webinars
Subscribe at: http://www.ieee.org/mce-confnews-subscribe
Interested in Other Conference Education Topics Email us Your Suggestions
Kevin W. Hanft Senior Manager Conference Organizer Engagement & Education 445 Hoes Lane Piscataway, NJ 08854 USA
Phone: +1 732.562.5598 E-Mail: [email protected]
John Tracy Program Manager Conference Organizer Engagement & Education 445 Hoes Lane Piscataway, NJ 08854 USA
Phone: +1 732.562.5486 E-Mail: [email protected]
Resources
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IEEE Conference Insurance Program https://www.ieee.org/about/volunteers/risk_insurance/conference_insurance.html
IEEE Event Cancellation Insurance FAQs https://www.ieee.org/about/volunteers/risk_insurance/event_cancellation_insurance_faqs.pdf
IEEE Event Crisis Management Team [email protected]
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Core Team*
EERT Team Lead: Sherry Russ Sills, CMP Director, Event Operations, MCE
(O)+1 732 562 3980 (M)+1 908 566 8167
Rich Jannuzzi Director, Business Operations, MCE
(O)+1 732 562 3858 (M)+1 732 710 7389
Julie Amodeo Director, Customer Relations & Operations, MCE
(O)+1 732 465 7817 (M)+ 1 917 518 5498
Marie Hunter Sr. Director, IEEE MCE
(O)+1 732 465 5889 (M)+1 732 354 6501
*Core team is the central clearinghouse for recording, advising, and communications and will engage Legal, Corporate Communications, and Risk Management offices as warranted.