Onsite Crisis Management by Brad Weaber, CMP, Director Eastern Region Earthquakes, rolling blackouts, street violence, politically charged demonstrations, and major snowstorms are just a few of the headline grabbing issues that are causing meeting professionals to reach for the antacid these days. It is time for each of us in the hospitality industry to revisit our contingency plans for handling the unexpected. Unexpected crisis issues and how they are handled can make or break any event. The art of being able to make sound, quick, and common sense decisions has become a requirement of every professional in our industry. Here are two examples: One of our clients recently had a well-known political figure delivering a keynote address. The political figure had some controversy related to a small faction of people and it was expected that a protest may take place. Open communication between the client and the facility proved to be beneficial and undercover police were deployed throughout the audience in case a situation occurred. Minutes into the keynote address a handful of people stood up in protest. Within a minute, they were peacefully escorted out of the room and the event went on with style. One of our groups was only three days from beginning their convention when news of the recent earthquake in Seattle splashed worldwide. Since a great deal of the attendees were international, a good communication plan was put into effect immediately. The facilities were contacted to assess the damage and to ensure that all of the facilities were able to continue their operations. A broadcast e-mail was sent to the entire membership advising that everything was fine and that the meeting was moving ahead. Prevent the "Small" Disasters If you are a meeting planner new to your organization, you'll want to review every contractual booking to ensure that all details are in order. Don't wait a few months before the event to reconfirm details. Double check the room blocks, meeting space and understand all the contractual terms to make certain that the contract mirrors your needs. Contact the hotel or convention center and have them confirm in writing the space that is on hold. Fortunately, Conferon contracts have specific language that protects our customers in these areas. Another critical component of diverting an onsite challenge is to communicate very closely with your attendees. Ask if they require any special needs in your registration materials. Planning ahead for any dietary restrictions and/or special mobility needs will make your life much easier onsite. Big entertainment can sometimes spell big trouble. Well known celebrities always add an air of excitement to an event, but it is critical that if you decide to go with the "comic" celebrity that the act be acceptable to all in the audience. Be very specific with the agent when discussing the content. Give as much information as possible to the entertainer so that he or she can customize the act to incorporate the objectives of the organization into the show. One other point to note when dealing with big name entertainment (although it will be more costly) is to work with the agent to have the entertainer contractually obligated to arrive the day before the event. If the performer doesn't show, you at least have a day to try and find a replacement. Also important is to review your organization's insurance and cancellation policy periodically and make sure that your needs are covered. This can save you and your organization a great deal of headaches down the road. In closing, the key to successfully managing a crisis is to cover the details in advance to help avoid any problems later. Conferon employees are exposed to a myriad of issues in the meetings industry and are well versed in handling the needs of the clients and partnering for effective solutions. If you would like to discuss an onsite crisis issue, please contact me at weaberb@conferon.com or call any Conferon representative.