Risk Management for Meetings and Events Books in the series Management of Events Operations Julia Tum, Philippa Norton and J. Nevan Wright Innovative Marketing Communications: Strategies for the Events Industry Guy Masterman and Emma H. Wood Events Management (second edition) Glenn A. Bowdin, Johnny Allen, William O’Toole, Rob Harris and Ian McDonnell Events Design and Experience Graham Berridge Marketing and Selling Destinations and Venues: A Convention and Events Perspective Tony Rogers and Rob Davidson Human Resource Management for Events Lynn Van der Wagen Event Studies Don Getz Risk Management for Meetings and Events Julia Rutherford Silvers Risk Management for Meetings and Events Julia Rutherford Silvers, CSEP AMSTERDAM • BOSTON • HEIDELBERG • LONDON • NEW YORK • OXFORD PARIS • SAN DIEGO • SAN FRANCISCO • SINGAPORE • SYDNEY • TOKYO Butterworth-Heinemann is an imprint of Elsevier Butterworth-Heinemann is an imprint of Elsevier Linacre House, Jordan Hill, Oxford OX2 8DP, UK 30 Corporate Drive, Suite 400, Burlington, MA 01803, USA First edition 2008 Copyright © 2008, Julia Rutherford Silvers.
Published by Elsevier Ltd. All rights reserved The right of Julia Rutherford Silvers to be identified as the author of this work has been asserted in accordance with the Copyright, Designs and Patents Act 1988 No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise without the prior written permission of the publisher Permissions may be sought directly from Elsevier’s Science & Technology Rights Department in Oxford, UK: phone (⫹44) (0) 1865 843830; fax (⫹44) (0) 1865 853333; email: permissions@elsevier. Alternatively you can submit your request online by visiting the Elsevier web site at http://elsevier.com/locate/permissions, and selecting Obtaining permission to use Elsevier material Notice No responsibility is assumed by the publisher for any injury and/or damage to persons or property as a matter of products liability, negligence or otherwise, or from any use or operation of any methods, products, instructions or ideas contained in the material herein. Because of rapid advances in the medical sciences, in particular, independent verification of diagnoses and drug dosages should be made British Library Cataloguing in Publication Data A catalogue record for this book is available from the British Library Library of Congress Cataloging-in-Publication Data A catalog record for this book is available from the Library of Congress ISBN: 978-0-7506-8057-8 For information on all Butterworth-Heinemann publications visit our web site at http://books.com Typeset by Charon Tec Ltd (A Macmillan Company), Chennai, India Printed and bound in Great Britain 08 09 10 10 9 8 7 6 5 4 3 2 1 This book is dedicated to my husband Larry, who shares my optimistic pessimism and penchant for planning for everything that could go wrong.
This page intentionally left blank Contents The author xi Series editors xiii Series preface xv Preface xvii Acknowledgments xxi List of figures xxiii List of tables xxv Part One: Understanding risk management 1 1 The role of risk management for meetings and events 3 Introduction 3 Risk, management, and risk management 4 The role and scope of events 7 The role and scope of event management 11 The integration of risk management and event management 17 Summary 20 Chapter review challenge 21 Practical risk management exercise 21 Key terminology 22 Online resources 22 2 The risk management process, tools, and techniques 24 Introduction 24 The risk management process 25 The tools and techniques for effective risk management 35 Summary 47 Chapter review challenge 48 Practical risk management exercise 48 Key terminology 50 Online resources 52 Part Two: The scope of risk management 53 3 Legal and ethical compliance 55 Introduction 55 Legal responsibility 56 Contracts and other legal documents 59 Statutory and regulatory obligations 62 Compliance management 70 Ethical issues 72 Summary 76 viii Contents Chapter review challenge 77 Practical risk management exercise 77 Key terminology 77 Online resources 79 4 Health and safety 80 Introduction 80 Life safety codes 81 Public health issues 89 Occupational health and safety 93 Summary 99 Chapter review challenge 100 Practical risk management exercise 100 Key terminology 101 Online resources 101 5 Loss prevention and security 103 Introduction 103 Loss prevention 103 Contingency and continuity planning 106 Risk financing and insurance 108 Security 112 Summary 123 Chapter review challenge 124 Practical risk management exercise 124 Key terminology 125 Online resources 125 6 Emergency preparedness 127 Introduction 127 Emergency management 128 Mitigation 129 Preparedness 134 Response 138 Recovery 140 Evacuations 142 Medical emergencies 146 Summary 149 Chapter review challenge 150 Practical risk management exercise 151 Key terminology 151 Online resources 152 Part Three: Organizational safeguards 155 7 Administrative safeguards 157 Introduction 157 Time management 158 Contents ix Financial management 162 Human resources management 167 Procurement management 173 Systems management 178 Summary 180 Chapter review challenge 181 Practical risk management exercise 181 Key terminology 181 Online resources 183 8 Communications 184 Introduction 184 Communications management 188 Information management 199 Stakeholder management 204 Summary 208 Chapter review challenge 209 Practical risk management exercise 210 Key terminology 210 Online resources 211 9 Marketing issues 212 Introduction 212 Marketing plan 213 Promotions 218 Public relations 222 Sponsorship management 227 Sales activities 230 Summary 232 Chapter review challenge 233 Practical risk management exercise 233 Key terminology 233 Online resources 235 Part Four: Operational safeguards 237 10 Program design 239 Introduction 239 Designing the experience 241 Designing the environment 246 Food and beverage service 250 Entertainment 254 Production elements 257 Summary 260 Chapter review challenge 261 Practical risk management exercise 262 Key terminology 262 Online resources 263 x Contents 11 Site management 264 Introduction 264 Site selection 264 Site planning and development 270 Infrastructure management 272 Managing the logistics 280 Summary 283 Chapter review challenge 284 Practical risk management exercise 284 Key terminology 286 Online resources 287 12 Attendee management 288 Introduction 288 Attendee and participant management 289 Crowd management and control 295 Attendee care and comfort 304 Summary 306 Chapter review challenge 307 Practical risk management exercise 308 Key terminology 308 Online resources 309 Appendix A: Event concept worksheet 311 Appendix B: Risk register worksheet 312 Appendix C: Site inspection checklist 313 Appendix D: Security plan worksheet 316 Appendix E: Sample instructions for security personnel 318 Appendix F: Emergency plan worksheet 320 Appendix G: Disaster preparedness supply kits 325 Appendix H: Sample change order form 329 Appendix I: Radio protocol 330 Appendix J: Sample contact list 332 Appendix K: Sample incident report form 333 Appendix L: Stakeholder analysis worksheet 335 Appendix M: Site plan worksheet 336 References 337 Index 347 The author Julia Rutherford Silvers, a Certified Special Events Professional, is an adjunct faculty member of the Tourism and Convention Department at the University of Nevada, Las Vegas, for whom she teaches Meetings and Event Risk Management and Meetings and Event Coordination online. She designed and wrote the Event Management Training Program for South Africa’s Tourism Learnership Project National Certificate in Tourism: Event Support, the CSEP Study Course Workbook for the International Special Events Society, as well as numerous distance learning courses, instructional videos, CD ROM lectures, books, magazine articles, and award-winning research papers on event management topics. She is the originator of The Event Management Body of Knowledge (EMBOK) Project, an educational resource on her Web site that illustrates and examines the scope of knowledge and processes used in the events industry. She is a Charter Member of the International EMBOK Executive, serves on the Editorial Advisory Board for the World Journal of Managing Events for the World Research Organization, and is a four-time International Special Events Society Esprit Award winner for Best Industry Contribution for her event management educational programs.
This page intentionally left blank Series editors Glenn A. Bowdin is Principal Lecturer in Events Planning at the U. Centre for Events Management, Leeds Metropolitan University where he has responsibility for managing events- related research. He is co-author of Events Management.
His research interests include the area of serv- ice quality management, specifically focusing on the area of quality costing, and issues relating to the planning, management, and evaluation of events. He is a member of the Editorial Boards for Event Management (an international journal) and Journal of Convention & Event Tourism, Chair of AEME (Association for Events management Education), Charter Member of the International EMBOK (Event Management Body of Knowledge). Executive and a member of Meeting Professionals International (MPI). Don Getz is a Professor in the Tourism and Hospitality Management Program, Haskayne School of Business, the University of Calgary.
His ongoing research involves event-related issues (e., man- agement, event tourism, events and culture) and special-interest tourism (e. Recent books include Event Management and Event Tourism and Explore Wine Tourism: Management, Development, Destinations. He co-founded and is a member of the Editorial Board for Event Management (an inter- national journal). Professor Conrad Lashley is Professor in Leisure Retailing and Director of the Centre for Leisure Retailing at Nottingham Business School, Nottingham Trent University.
He is also series editor for the Elsevier Butterworth-Heinemann series on Hospitality Leisure and Tourism. His research interests have largely been concerned with service quality management, and specifically employee empower- ment in service delivery. He also has research interest and publications relating to hospitality man- agement education. Recent books include Organisation Behaviour for Leisure Services, 12 Steps to Study Success, Hospitality Retail Management, and Empowerment: HR Strategies for Service Excellence.
He has co- edited, Franchising Hospitality Services and In Search of Hospitality: Theoretical perspectives and debates. He is the past Chair of the Council for Hospitality Management Education. He is a Chair of the British Institute of Innkeeping’s panel judges for the NITA Training awards, and is advisor to England’s East Midlands Tourism network. This page intentionally left blank Series preface The events industry, including festivals, meetings, conferences, exhibitions, incentives, sports and a range of other events, is rapidly developing and makes a significant contribution to business and leisure related tourism.
With increased regulation and the growth of government and corporate involvement in events, the environment has become much more complex. Event managers are now required to identify and service a wide range of stakeholders and to balance their needs and objec- tives. Though mainly operating at national levels, there has been significant growth of academic provision to meet the needs of events and related industries and the organizations that comprise them. The English speaking nations, together with key Northern European countries, have devel- oped programs of study leading to the award of diploma, undergraduate and post-graduate awards.
These courses focus on providing education and training for future event professionals, and cover areas such as event planning and management, marketing, finance, human resource management and operations. Modules in events management are also included in many tourism, leisure, recreation and hospitality qualifications in universities and colleges. The rapid growth of such courses has meant that there is a vast gap in the available literature on this topic for lecturers, students, and professionals alike. To this end, the Elsevier Butterworth- Heinemann Events Management Series has been created to meet these needs to create a planned and targeted set of publication in this area.
Aimed at academic and management development in events management and related studies, the Events Management Series: ● provides a portfolio of titles which match management development needs through various stages; ● prioritizes publication of texts where there are current gaps in the market, or where current pro- vision is unsatisfactory; ● develops a portfolio of both practical and stimulating texts; ● provides a basis for theoretical and research underpinning for programs of study; ● is recognized as being of consistent high quality; ● will quickly become the series of first choice for both authors and users.