CEM Quiz 2.pdf

TRANSPORTATION Exhibitions utilizing multiple hotels and/or having arranged off-site functions may engage the services of a special contractor to manage the shuttle bus operation. The key contact from the company serves as the liaison with the exhibition organizer for a general shuttle bus operation...

TRANSPORTATION Exhibitions utilizing multiple hotels and/or having arranged off-site functions may engage the services of a special contractor to manage the shuttle bus operation. The key contact from the company serves as the liaison with the exhibition organizer for a general shuttle bus operation and with individual exhibitors having off-site functions. The responsibility for scheduling, signage and on-time performance must be carefully managed on-site. The exhibition organizer should communicate with the transportation contractor to reconfirm schedules and communicate with the facility representative to ensure enough staff is available for traffic control and VIP assistance. FLORAL Either the OSC or the organizer will contract with the designated floral subcontractor to provide floral decoration for the overall exhibition as well as floral materials for exhibitors. Exhibitors place decorations in their booths/stands to add an attractive element or to enhance the theme of the booth/stand. A form for exhibitors to use for ordering this service for their booths/stands is typically included in the exhibitor service manual. A delivery schedule of the orders and placement of the plants and flowers ordered should be reviewed and a person identified to supervise the arrangements for entranceways, staging, registration areas and special events such as banquets or entertainment events. DESTINATION MARKETING ORGANIZATION (DMO) Formerly referred to as Convention and Visitors Bureaus (CVBs), destination marketing organizations (DMOs) can deliver a broad array of services and support to show management. This often includes securing temporary workers to provide different services such as offering event and destination information, assisting with registration desk functions, and in some cases acting as cashiers. In addition, a DMO can assist with the planning of off-site activities, guest programs, tours and even childcare programs. This can be especially helpful for events with significant attendance. A DMO account representative can be an essential member of the show management team and should be included in pre-show planning conferences, including the event’s pre-con meeting prior to set-up. DESTINATION MANAGEMENT COMPANY (DMC) A destination management company (DMC) can also provide temporary workers, other professional services and knowledge about local venues. They specialize in providing expertise and resources and commonly design and implement special events, tours, transportation and guest activities. Some exhibitions with large family attendance may contract with a DMC or other specialized contractor to provide childcare programs either at the convention center or off-site. REGISTRATION The exhibition participant’s first stop on-site is the registration area. The exhibition organizer or identified staff should continually monitor wait times, crowd control, attendees who need assistance, system equipment, badge inventory and all aspects of the registration process. The exhibition organizer may work with a DMO to hire temporary workers to direct registrants, issue badge credentials and serve as cashiers. In some instances, the exhibition organizer may engage a third- party vendor, such as a DMC, to hire temporary workers. Daily management of this group includes training and scheduling of the staff, making certain that each person gets adequate meals and other breaks, monitoring and tracking on-site attendee flows, answering questions and ensuring that computers stay in working order. Communication protocols regarding attendance numbers to the public and press should be reviewed and reconfirmed by appointed staff only. A daily summary report by registration type allows the show organizer to modify some food and beverage orders and adjust room set-ups for smaller or larger audiences based on actual attendance data. The registration vendor also generally provides a system for exhibitor lead retrieval, including the distribution of the equipment prior to the exhibition opening, collection at the conclusion of the exhibition and assisting exhibitors with data management. There are also third-party vendors who supply lead retrieval systems. HOUSING Many exhibitions have a housing representative (or DMO, if serving also as housing provider) on-site to assist exhibitors and exhibition participants who have issues or changes with their reservations. KEY HOST CITY CONTACTS A host committee is a group of people bringing specific expertise of the locality and facilities of a given area to the exhibition organizer in planning the exhibition and the event program. Such committees are typically formed a year in advance of the exhibition and typically include representatives of the host community’s hospitality industry, such as hoteliers providing accommodations, restaurateurs, attractions, transportation providers and DMO staff. If working with the DMO, the DMO’s sales representative will most likely be in touch with the exhibition organizer upon arrival. The public relations person from the local DMO can provide lists for local media and assist with press releases and local media coverage. For certain high-profile exhibitions, the mayor or other city official may be scheduled to appear at an opening session or ribbon cutting to provide a welcome to the city or a proclamation of welcome. In any case, staff from the city would be included in the planning process and would provide an on-site contact person. Representatives from the host city for the next exhibition are often on-site to observe how show management and the current destination interact. It is common for this group to sponsor a food and beverage event to promote their destination and generate excitement about their future event. EMERGENCY PREPAREDNESS REVIEW thorough threat assessment and risk analysis provide the basis of an emergency action plan specific to the event. This document outlines procedures about how to react and respond to emergency situations such as medical emergencies; fire, bomb and terrorism threats; or natural disasters. It must align with the facility’s emergency response protocols and be distributed to each member of the core team as well as to members of the emergency response team, which may include: • • • • • • • • • • • • • • • Senior management Official service contractor Event management All on-site staff Event host/sponsor representative Media relations IT/technical support Human resources Finance Legal counsel Insurance consultant Risk analysis consultant Security consultant/contractor Facility representative Off-site contact (back at the office) ON-SITE COMMUNICATIONS A communications network is essential for an exhibition. The key people should know each other and ensure that plans are being implemented properly and issues are being resolved as they arise. The physical facilities can be vast, and key individuals must be able to contact each other as needed. A master staff information guide should be reviewed and updated to include: • • • • • • • • • • All emergency contact information for staff Contact(s) and mobile numbers for vendors Venue and local emergency contacts with essential information Hotel addresses and phone numbers Staff arrival and departure information Attire policies Staff meals and times Radio rules Emergency procedures Dates and times for staff meetings and who is required to attend Other items that might be included: • • • Event orders Room layout diagrams Audiovisual orders The list should be noted as confidential and distributed only to appropriate parties. A staff schedule should be reconfirmed and included in the on-site orientation to ensure individuals are present at the various locations. An often-overlooked provision is providing coverage for breaks and lunch. In addition, the exhibition organizer should review the contracted provisions for contractors. ELECTRONIC COMMUNICATIONS The type of communication network and equipment assigned to the positions or people who need instant communication are often dictated by the size of the exhibition. For example, two-way radios or mobile phones are used for key individuals. The communications plan is developed prior to arrival. Once on-site, the equipment should be distributed, and tested and instructions and protocols for use reviewed. If two-way radios are used, one channel should be dedicated for staff communication, another channel for communication with the facility representative and OSC, and a third for brief one-to-one consultations. RADIO CODES Radio codes shorten and simplify communications among on-site staff, reducing radio traffic to reserve primary channels for only essential communication. While the code words vary from country to country and language to language, they are used for the same purpose. Following are a few examples of radio codes: 10-4 – OK 10-17 – On My Way 10-20 – Location RADIO ETIQUETTE Basic rules for two-way radio conversations: On-Site Communications • Move to an alternate channel for lengthy conversations • Return to the general channel when completed with business on another channel • Meet face-to-face for lengthy or private conversations • Announce unavailability; (e.g., off-radio for X amount of time) • Avoid negative comments – radio communication is not private • Avoid panic words; (e.g., fire or bomb) • Push the button and wait a full second before talking • Avoid interrupting others • Charge your radio at the end of your work shift • The caller should identify themselves; (e.g., “Jeremy to Karen, come in”)