Meeting experts share strategies for building crisis plans
Risk is an unavoidable element in the world of meeting planning—ranging from speaker cancellations to weather, cybersecurity threats and civil unrest.
In a recent survey conducted with Destinations International, only 39% of planners reported including safety in their requests for proposals (RFPs).
Disruptions to the industry are now expected, but planners can stay ahead of the chaos. Smart Meetings spoke with Stephanie Turner, vice president of convention sales and strategies at New Orleans & Company, and Diana Waldrop, vice president of convention services at Destination DC, to discuss which emergencies are top of mind for planners—and how to establish clear roles and responsibilities in a crisis plan.
Early Conversations
It’s important for planners to begin conversations about risk early in the event planning process, particularly when it comes to safety.
For those hosting events in larger cities, identifying potential areas of concern should be a top priority.
“We always ask them, ‘Are you anticipating any protesters?… Just be proactive and bring it up in planning meetings,” Waldrop said. “Do you have any concerns about coming to the city? Let’s start that conversation early.”
Dealing With Public Perception
While planners hope their events exist in their own magical world, hosting in a major city means public perception can become a factor. Attendee hesitancy may be influenced by news headlines that paint an incomplete or misleading picture of a destination.
Waldrop emphasized that what visitors see on TV doesn’t reflect everyday life.
It’s not what you see on TV. D.C. is a living community of over 700,000 people…. It’s a very welcoming city,” Waldrop said.
Turner echoed that planners need tools to address and counter misinformation.
“You combat perception for a lot longer than you combat reality…. You’ve got to empower your customers to promote your destination on your behalf,” Turner said.
Your DMO Is Your Umbrella
One key ally in risk mitigation is the local destination marketing organization (DMO).
Read More: Destination Management Companies: Good to Great
Turner described the DMO as the umbrella that helps coordinate communication between agencies, hotels, venues and planners—especially in times of crisis.
“We deal with things that are weird and hard…. We’re looked to for responsibility where we don’t have authority,” Turner continued. “You’ve got to have messaging and facts prepared—because we can’t drown out mainstream media, but we can clarify…. Our role is not just tourism. It’s also about standing up for the meeting space.”
Chain of Command in Communication
When something goes wrong, it’s critical to know who speaks for the team.
Read More: Event Crisis Communication Templates Worth Copying
“If you don’t have a predesignated spokesperson…the absence becomes a vacuum,” Turner said. “It can actually be detrimental to the city or the organization if the void of silence isn’t managed properly.”
Learning as We Go
Both Turner and Waldrop have worked on high-profile events, including the Super Bowl in New Orleans and the NATO Summit in Washington, D.C. These experiences reinforced the importance of coordination at scale.
“The goal is to keep it safe without losing the joy…. Coordination within your community is everything,” Turner said. “We had every agency imaginable involved—but it still felt joyful and open. That’s the balance.”
The Importance of Training
All event personnel—whether full-time or temporary—must be trained to respond to on-site emergencies such as medical issues, evacuations or lost children.
D.C.’s “Red Coats,” a group of trained temp staff, serve as a frontline resource during events.
“We’ve trained our temp staff on safety protocols—they’re the first responders in the room, whether they know it or not,” Waldrop said.
“Who are the attendees going to ask but the people in red coats? They need to know what to do if there’s a fire alarm.”
Consider International Attendees
Even with the best planning, global politics can affect international travel. DMOs are helping planners navigate visa processes and offer reassurance to attendees from abroad.
“No one wants to travel a great distance and feel unwelcome,” Turner said.
