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71 Cards in this Set
- Front
- Back
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What are the benefits of using volunteers?
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- Delivery of services at reduced costs
- Access to additional expertise - Better contact with the community - Better assistance to attendees and customers |
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What are the challenges of using volunteers?
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- Lack of control and reliability of volunteers
- Time demands for volunteer supervision - Potential negative impact on paid jobs - Difficulties in recruiting enough qualified volunteers |
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What are factors to consider when determining volunteer needs?
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- Objectives of the program
- Volunteer needs analysis - Budget for volunteer needs and expenses - Volunteer diversity |
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How best to recruit volunteers?
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- staff prepared to interview and screen volunteers
- policies and procedures developed and communicated - legal issues resolved for volunteer involvement - recognition programs and volunteer evaluation system developed - structured approach to interview and review volunteer candidates |
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What should a volunteer policy manual include?
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1. meeting sponsor's mission, values, and goals
2. volunteer roles and responsibilities 3. volunteer policies 4. risk/liability issues (based on Volunteer Protection Act of 1997) protect volunteers 5. evaluation process 6. expense reimbursement process 7. other key event info |
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What are the committee and task force types?
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- Standing: committee with ongoing responsibility for furthering the organizations interests, programs, and projects
- Ad hoc: formed when needed for specific reason, disbands once finished. - Advisory: group appointed by the board whose advice is needed on a particular subject. Members are experts - Steering: group with expertise to guide a specific initiative. May or may not report to the board. - Executive: committee that administers rules and manages affairs of the organization/meeting |
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What is the role of staff liasons?
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to provide background info and act as a resource for the committee. During transition, staff serves as a vital link in the continuity of the committee's work & a historical perspective.
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What are the key components of volunteer training?
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- brief overview of meeting and its goals
- team supervisor and mngmt contact info - clear understanding of his/her job responsibilities and shift times - methods to handle porblems and communicate meeting feedback - emergency procedures - volunteer assessment and recognition |
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What are the benefits of temps?
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reduce travel costs
local residents are a valuable resource |
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What are challenges of temps?
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- will they have necessary skills?
- are they familiar with the conference program and types of attendees? - are they able to work with money? |
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What are considerations when determining temp staff?
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hourly rates, overtime
expenses supervision needed ability to get more on short notice insurance coverage (confirm) |
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What are the types of jobs to give temps?
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Registration, typing, cashiers
Ticket sales Info and message center Badge checkers / mtg rom monitors Receptionists exhibitor demonstrations polling / evaluations |
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Is it important to evaluate paid staff/volunteers?
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Yes, to make improvements at future events.
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What is outsourcing?
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the tool that allows companies to focus on core competencies. These activites outsourced are non-core.
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What are negotiation factors for outsourcing?
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- Defined services and service levels
- Roles and responsibility - pricing, payment, and contract duration - agreement administration |
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What are considerations when selecting a speaker?
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- goals and objectives
- meeting format - time of day - food service - attendee preference |
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What are the two types of speakers and their attributes?
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Professional:
- paid for presentation - skilled orator - subject matter expert - lay foundation and groundwork with references/seeing them live/conf call with them Volunteer speakers: - Member of professional organization - may need training/coaching - hold them to same standards |
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What is a speaker bureau?
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a professional broker or agent for many speakers
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What are the advantages to using speaker bureaus?
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- handle speaker details
- large database of potential speakers - may be a no-cost resource |
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What should be researched when determining speaker bureaus?
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- bureau's reputation
- services offered - how payments are made |
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What are the communications with speakers?
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Offer Letter (Affirm)
Speaker Contract (confirm) Final Details (reaffirm) Thank you letter |
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What is the checklist to consider for speaker contracts?
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- Presentation/Performance
- Compensation and expenses - Termination - Intellectual Property - Risk Management - Copyright waiver - Conflict of interest statement |
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What key topics should be resolved with speakers on conference calls?
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define the group in detail
discuss the objectives of the meeting Clearly explain how the speaker will contribute |
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What is the job of a speaker host?
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A person assigned to each speaker. They introduce the speaker to people and give insight into the group. Host ensures the speaker has transportation home, etc.
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What are AV considerations when dealing with the speaker?
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type of presentation
the presenter needs the size/set up of the room cost of the equipment (budget) |
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what are key points of good ppt slides?
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- 1 thought per slide
- 6x6 rule: no more than 6 words per line or 6 lines per screen - Graphs work better than talbes - use uppercase and lowercase letters in the text |
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what are key points of good projection?
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- size and spacing of visual elements
- contrast, brightness, and size of the projected image |
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What is the role of a CSM?
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1. Convention Services Manager (CSM) assists the meeting manager with coordination of meeting details and services before, during, and after a meeting.
2. They are the lead contact between client and destination 3. CSMs are employed by CVBs, Hotels, and Convention centers/venues |
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What are the duties of a CSM?
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- Obtain resources
- Increase attendance for the client - service needs of exhibitors, vendors, etc. - engage community awareness to instill action and welcome the client - identify need for PCO, housing, and registration services - evaluate cleitn goals and offer services to increase efficiency and cost savings. |
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What are the job responsibilities of the CVB CSM?
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- serve all parties (Meeting manager, bureau partners, and CVB corporation)
- communicate clearly - 3Rs: provide Resources, establish Relationships, instill Reliability Generally provides the most help before the meeting begins. the number and scope of services vary from city to city. |
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Once a sales manager at a CVB signs a contract for a large convention, what is the next step?
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Review the account with the CSM assigned to the convention. They will need to record the client info, financial commitments, and documents for history.
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What are the key items to remember on the non-city-wide timeline with CVB/CSMs?
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15 mos out: sales manager sends out leads to venues
6 mos: CSM confirms the selection of vendors/needs Post Convention: CSM sends thank you letter with a survey. |
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What is the city-wide meeting timeline CSM/CVB?
FROM 24-9 months out |
24 mos: CSM turnover from sales
18 mos: assists with contracts at venue, off-site. Site visits together 13 mos: CSM introes convention cntr planner, starts promos/sebsites, looks into housing, discuss welcome program. 12 mos: CSM assists staffing promo booth, exhibit contacts, convention contacts, hotel/CVB contracts, prepares activity reports 11 mos: CSM gets housing reports, opening date for housing 9 mos: CSM assists w/program and catering contracts, convention cntr plans, begin PR. Mtg mgr may do site visit |
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What is the city-wide meeting timeline CSM/CVB?
FROM 6 months out - Post Con |
6 mos: Get housing, hotel, and event updates. Mtg mngr gives program info for the convention profile
90 days: review event/convention issues. update material for convention profile for CVB media reps 30 days: housing cut-off date. Prepare convention profile for distribution. 14 days: confirm and finalize all details. Arrival: ensures amenities, transit, available 24/7 PostCon: gives survey, review client comments, final housing report |
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What is the role of a Hotel CSM?
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Coordinates the services that are required to support a meeting held in a hotel.
Responsible for administering the hotel contract, representing each party's needs and ensuring both the hotel and orgaization meet their obligations. Changes in contract go through the CSM. |
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What is a uniserve hotel?
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The CSM handles all of the logistics (including caterin),
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What is a duoserve hotel?
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The CSM handles logistics, and the catering manager handles the F&B.
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What is the standard timeframe for planning with a hotel CSM?
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6 months. At 6 months, they will discuss the event specfitis.
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What are the roles of a Convention Center CSM?
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- interacts with many building personnel and departments.
- communicates all needs from the client to the providers (singular source for event management) using function sheets that eventually comprise the event resume - translates all info into a single event document - Is a liaison with vendors - interacts with labor sources (both in and outside of the venue) - Deals with in-house billing and accounting issues |
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What is a singular source?
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A one-stop shop.
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What are In House Contractors? What happens if you do not use them?
What are advantages? Examples? |
They are retained by the facility.
Charged a surcharge/fee if you use your own contractor. Advantages: familiar with facility, has done similar set up, and may be cost-effecient. Examples: AV / Security |
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What are exclusive contractors? Examples?
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only contractor that can provide service at a venue.
Examples: Catering, electric |
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What are types of 3rd party providers? (7)
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1. Multi-management Firms
2. Meeting Management Companies 3. Housing companies 4. Site search companies 5. Incentive companies 6. Event design companies 7. Event production companies |
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What is a multi-management firm?
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Organizational need, can proide full support and sign contracts - often fee based.
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What is a meeting management company?
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Doesn't sign contracts, used as needed.
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What is a housing company?
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Fees /commission based, used for multiple hotels.
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What is a site search company?
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Help find venue. May assist with contract - paid by by room rate commission.
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What are incentive companies?
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Turnkey support, sign contract, paid on fee or commissions, or % of cost. Can sign contracts.
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What are event design companies?
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theme and marketing of event pieces.
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what is an event production company?
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A full service for large events.
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What are qualities of a good security company?
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- flexibility they have in making personnel changes and additions onsite.
- Extent of onsite supervision provided - Great companies have ongoing training programs for their personnel. - polite, personable but firm, tactful, alert, and knowledgeable. |
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What are security tips for attendees? (6)
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1. Do not pack/unpack until security staff is on duty.
2. Pack immediately after the show is over. 3. Do not leave purses, briefcases, or electronic devices unattended. 4. Do not leave any samples out. 5. Report thefts to show security immediately 6. Do not label the contents of crates that hold valuables. |
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What is the key security to give to the security staff?
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- map to all staff, exhibitors and official service providers in advance and onsite.
- instructions on what to do in case of fire or other emergencies. - Staff should be trained before the event in what to do in case of emergency. - instructional safety signs should be posted for exhibitors and attendees if not adequately displayed by the facility. |
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How should the meeting manager determine office furniture/equipment needs?
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Discuss with the furniture/equipment contact to choose based on need and budget.
Ensure there are proper electrical / space requirements available. |
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Why should planners inquire of rental companies about their inventory and support?
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Need to know if they can place last moment orders or handle increases.
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If phone service is needed at an event, who provides this service?
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In-house or outside companies can provide
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What will a planner need to confirm if needing speaker phones?
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If there is more than 1 person involved, it is better to have an outside service set it up for a specific time.
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Do phones need to be provided for people at an exhibition?
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Will want to offer, but not as necessary as most people have cell phones.
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What are ISPs? How are they contracted in a facility?
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Internet service providers, may be exclusive, nonexclusive, or preferred at a facility.
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What is the best way to research a photographer to hire?
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- get historical information, photos, costs, etc.
- Get price quotes - Use the photographer for pictures of an empty booth. - use them for standard, digital, etc. |
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What is the advantage to digital photography?
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May post images to a website instantaneously.
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What is videography used for at events?
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- Many meeting/shows hire them to record a 10-15 min videotape to promote the future show.
- Can conduct interviews with attendees/exhibitors - Can create a video of the proceedings and activities over the course of the meeting - Can be revenue, if sell presentations, etc. |
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What is a right to work state?
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Facilityes located in a right to work state may be free of labor union rules / regulations.
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What are union labor agreements to be aware of?
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- Many convention centers have exclusive contracts tied in or related to their labor agreement (F&B, room sets, etc).
- In some convention centers, functions such as badge checkers, ticket takers, door monitors, etc are considered under the broad spectrum of "security" |
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What is an ESG?
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Event Specifications Guide.
The detail each function's equipment needs, AV reqirements, special requirements, persons in charge, numbers of people expected to attend and other important information. |
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What are other terms for the ESG?
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Bible, function sheets, specs, guide
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What is the first step in developing an effective volunteer program?
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- Define roles & responsibilties volunteers will assume within your organization & the event.
- Determine how volunteers will interact with paid staff, including who is responsible for what, who can sign contracts, and make committments, and whether there are any legal responsibilities/liabilties. - Write short job descriptions for each volunteer position, choose a member of the event staff to act as the coordinator. |
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How often should the planner meet with volunteers?
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Regular, brief committee meetings with a clear agenda facilitated by a staff member.
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Should volunteers be considered the same level as regular staff?
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No, they should not be expected to provide the same expertise or to work at the same pace as event professionals.
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How much "overage" should there be for volunteers?
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30% more volunteers should be scheduled than needed in case of new tasks, cancellations, and poor performance.
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The volunteer coordinator should:
(6) |
1. Provide a schedule and job description for each volunteer
2. Explain what to do when a task is complete (report, leave, etc) 3. Explain the limits of their authority 4. Establish procedures for reporting problems 5. Provide meals, refreshments, parking 6. Understand volunteers are often not professionals and may not understand all the jargon |
