When event crisis management is needed, you need to be prepared to move fast. Here's how to stay calm under pressure.
As an event professional, you've likely found yourself in situations where things don't go as planned. Maybe it's a technical glitch, a no-show speaker, or even a last-minute venue change. Event crisis management is an essential skill to master, and knowing how to handle these situations can make or break your event.
Here’s how you can deliver exceptional service under pressure and ensure your event management skills shine.
It's important to be prepared for potential crises relating to your event by anticipating and planning ahead. While no one likes to dwell on the negatives, being proactive is a must - it ensures you're prepared and have the capacity to deal with the unexpected.
Identifying potential issues before they occur allows you to create contingency plans, which can be a lifesaver in times of event crisis. Developing a comprehensive risk management plan should include the following components:
| ⇒ Risk Assessment: Make a list of possible risks that could occur with your event. These risks could range from weather disruptions to vendor no-shows. ⇒ Response Plans: Detail how you'll respond to each identified risk. For example, if a scheduled speaker cancels, have a backup plan or a virtual option ready to go. Using email templates found in event management software like iVvy can also help you cut time spent drafting responses. ⇒ Communication Strategy: Determine how you'll communicate with your team, attendees, and stakeholders during a crisis. |
By anticipating potential issues and creating solid backup plans, you can minimise their impact and maintain control when they arise.
In times of crisis, having a detailed communication plan for your event is essential. Your communication plan should include:
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⇒ Internal Communication: It's important to ensure that your team understands their roles and responsibilities during a crisis. Use communication tools like Slack or WhatsApp for quick and real-time updates to keep everyone informed. Event management software like iVvy also enables you to make real-time changes to your event run sheet, which can be seen and actioned by relevant team members. ⇒ External Communication: Keep event attendees informed through social media, emails, or your event app. Be transparent - let them know what's happening and how the situation will be resolved. ⇒ Media Communication: If the crisis is significant, have a prepared press statement ready to distribute. Designate a spokesperson to handle media enquiries and make sure any information shared with the press is accurate and up to date. |
A well-structured event communication plan helps to prevent misinformation and keep everyone on the same page.
As the event manager, your response to a crisis sets the tone for your team. Use the following tips to navigate through challenging situations. Remember, your guidance during a crisis can be a source of inspiration and reassurance, helping everyone stay focused on resolving the issue.
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• Take a Deep Breath Take a moment to assess the situation before acting. This will help you respond thoughtfully rather than impulsively reacting. • Delegate Tasks Trust your team to handle specific aspects of the crisis. Delegating responsibilities will allow you to focus on the bigger picture and ensure that everything is being addressed. • Keep a Positive Attitude Your attitude can have a significant impact on your team. Keeping a positive outlook can help boost morale and inspire confidence in your team members. • Assess the Situation Accurately Gather all necessary information before making decisions. This might include speaking with team members, reviewing any available data, and understanding the full scope of the issue. Accurate assessment helps in crafting an effective response strategy. • Prioritise Problems Not all crises are equally important. Identify the most critical issues that require immediate attention and address them first. Prioritising problems ensures the most damaging issues are handled quickly, minimising their impact. • Provide Emotional Support A crisis can be stressful for everyone involved. Make sure to provide emotional support to your team members, whether it’s through a few encouraging words or a brief check-in to see how they’re coping. Empathy and understanding can help keep your team motivated and focused. |
Technology can be a transformative tool for managing event crises. Integrating tech into your event crisis management plan allows for faster and more effective responses. Explore the tools below to maximise their potential.
Software solutions like iVvy event management software offer all-in-one solutions that help you handle all the nitty-gritty details of event planning, coordination, and delivery. With features like real-time scheduling, automated communication, and reporting data, you can easily stay on top of everything. These tools and event templates let you make quick changes as situations pop up, keeping everyone informed and on the same page. For example, if there's a sudden change in the event schedule, you can instantly let attendees and staff know via virtual runsheets, cutting down on confusion and keeping things running smoothly.
Real-time feedback via event apps and instant chat features allows you to quickly spot and address any issues, criticisms, or concerns that come up throughout your event. This immediate feedback loop enables you to quickly implement improvements, enhancing the overall experience for all event attendees and stakeholders.
Events can be unpredictable by nature - if possible, have a backup plan ready to shift your event from in-person to online. This flexibility ensures your event can go ahead no matter the physical limitations. Virtual platforms also bring unique perks, like reaching a global audience and offering on-demand content.
After the event, evaluate how any crises were handled with a post-event report. Learning from each crisis helps you to refine your strategies and be better prepared for any potential future issues. Debrief with your team on what was handled well, as well as any areas for improvement. Having all team members contribute will also provide you with a well-rounded view of current processes, and where there may need to be extra support, resources, or training required.
Post-event surveys can also be used to gather feedback from attendees on how the crisis was managed by your team, as well as suggestions on how they could be prevented or minimised for future events. Use insights from internal and external sources to improve your risk management processes and crisis response plans for future events.
Embrace these strategies to enhance your crisis management skills and deliver outstanding service, no matter the circumstances. Your preparedness and leadership will inspire confidence and ensure your events are memorable for all the right reasons. Remember, it's not just about managing the crisis but turning it into an opportunity to showcase your skills as an events professional.