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Reputational Risk
What is it?
Reputation
Reputation is the general belief or opinion that other people
have about your event.
Reputational Risk When does it occur?
When performance does not match expectations
Hope for the best….
Expect the norm….
Get vocal when expectations are not met
Reputation Why is it important?
Reputation Why is it important?
• it builds trust and confidence with stakeholders
• it is essential to the events survival
Who is responsible for it?
Reputation
Who is responsible for it?
Event Organisation
Reputation
What can impact it?
Reputation
Contractors and Suppliers
Venue
Reputation
Attendees
Speakers
Sponsors/Partners
Media
Transport
Parking Staffing
Queues
Weather
Concessions
Amenities Entertainment
Food and Beverages
Communications
Technology
What can impact it?
Reputation
Contractors and Suppliers
Venue
Reputation
Attendees
Speakers
Sponsors/Partners
Media
Transport
Parking Staffing
Queues
Weather
RESPONSE
Concessions
Amenities Entertainment
Food and Beverage
Communications
Technology Equipment Failure
Case Study 1 Kylie Kwong, Carriageworks
January 2017
CARRIAGEWORKS ANNOUNCES THE NIGHT MARKET, CURATED BY KYLIE KWONG,
CELEBRATING CHINESE NEW YEAR WITH DJ TYSON KOH AND 50+ OF AUSTRALIA’S LEADING
FOOD & WINE PRODUCERS
CELEBRITY chef and restaurateur Kylie Kwong has inspired some of the nation’s most creative chefs to
bring a unique food offering to the Carriageworks Chinese New Year night market celebrations on Saturday.
It marks the final evening of the Sydney Festival and the first night of the 2017 Sydney Chinese New Year
Festival.
“This event was beyond ridiculous. Our tickets weren’t checked, it was overcrowded
which was an OH & S issue, lines were long, stalls ran out of food early, lack of access
to water, overpriced food and the list goes on. It was definitely a night to remember for
all the wrong reasons!”
“No one checked our tickets when we arrived about 7.30, after the Ticketmaster info said that entry was from 7pm,” said one regular Carriageworks attendee.
Case Study 2 A Moveable Feast, Bondi Beach
March 2017
The popular Bondi Beach feast and party returns in March 2017. A Moveable
Feast is a pop-up dinner presented by celebrated Australian chef Luke
Mangan, who will prepare an eight-course meal for the event.
There is no BYO, but wine is available for pre-purchase, and a range of drinks
will be available from pop-up bars on the beach.
The theme for the event is pastel chic, so get colour-coded and ready to enjoy
the beachside feast and live music.
It's now your last chance to join the estimated 3,000 beach revellers.
“I ordered the Vege option, which ended up being
just a bunch of green leaf salads which I could
have made for $5.
The event's Facebook page was also overrun by
angry diners demanding a refund after organisers
gushed about the evening in a post after the night
was over. "What a night it's been," organisers said.
“My girlfriend and I spent $250 each to wait in a
queue for 2hrs for a bottle of champagne and 2
bottles of wine, then by the time we got to the food
station, we were told they ran out of food.”
Some customers said they were told food had run
out when they finally made it to the front of the long
queues.
“So disappointed by last nights event. I went with
my boyfriend and had to sit on my own for an hour
while he queued for a drink.” But famished patrons who either missed out on
food, or couldn't wait any longer, were told they
would not be allowed to re-enter if they left to get
food.
Punters slam Luke Mangan and Trippas White for nightmare to remember at Bondi Beach
Case Study 3 “Others”
Dinner in the Sky – WA director accused of not paying suppliers
Dinner in the Sky – WA director accused of not paying suppliers
Organisers have apologised and say they may offer partial refunds to
some attendees after a New Year's Eve event was branded "awful" by
revellers who criticised the food, music, queues and facilities.
Dinner in the Sky – WA director accused of not paying suppliers
New Perth Stadium not ready for Ashes Test
Organisers have apologised and say they may offer partial refunds to
some attendees after a New Year's Eve event was branded "awful" by
revellers who criticised the food, music, queues and facilities.
ANZAC DAY MARCHES CANCELLED ACROSS THE BLUE MOUNTAINS
Dinner in the Sky – WA director accused of not paying suppliers
New Perth Stadium not ready for Ashes Test
Organisers have apologised and say they may offer partial refunds to
some attendees after a New Year's Eve event was branded "awful" by
revellers who criticised the food, music, queues and facilities.
ANZAC DAY MARCHES CANCELLED ACROSS THE BLUE MOUNTAINS
Dinner in the Sky – WA director accused of not paying suppliers
New Perth Stadium not ready for Ashes Test
Organisers have apologised and say they may offer partial refunds to
some attendees after a New Year's Eve event was branded "awful" by
revellers who criticised the food, music, queues and facilities.
Inner West Council has cancelled a dance party that is being MC’d by controversial American anti-vaccinating crusader David Avocado Wolfe, after receiving a barrage of complaints from residents.
ANZAC DAY MARCHES CANCELLED ACROSS THE BLUE MOUNTAINS
Dinner in the Sky – WA director accused of not paying suppliers
New Perth Stadium not ready for Ashes Test
Organisers have apologised and say they may offer partial refunds to
some attendees after a New Year's Eve event was branded "awful" by
revellers who criticised the food, music, queues and facilities.
https://www.facebook.com/GoldCoastWeather/videos/1421730031234595/
Kids trampled when chopper dropped Easter eggs
Inner West Council has cancelled a dance party that is being MC’d by controversial American anti-vaccinating crusader David Avocado Wolfe, after receiving a barrage of complaints from residents.
What can you do?
• Managing expectations and perceptions is critical to success
• Plan, plan, plan - don’t wait until a crisis hits to get ready
• Risk assessments - think about your risks and your environment
• Research – learn from other’s mistakes
• Consultations – knowledge is power!
• Communication Plan - command and control and social media
• Crowd Management Plan
• Training and briefings
• Test and tweak e.g. scenario exercises, audio, visual, power, communications, food samples etc
• Operational Readiness check
• Complaints Escalation Process
• Response Plan - Crisis Management, Emergency Management
Reputational Risk
Reputational Risk Expectations are not being met, so what now?
• Be prepared – respond in minutes, not hours! • Monitor your crowd, queues, social media, amenities • Trigger Points and Contingencies • Command and Control • Crowd Management Plan – Show Stop Procedure • Crisis Management Plan • Emergency Response Plan
Conclusion
As part of Vivid Sydney, Carriageworks is bringing back The Night Market, only this time with twice the number of food stalls in a much larger space for what will hopefully be a more pleasant experience than last time.
Hope for the best, prepare for the worst
Conclusion
The reputation of an event is essential to its survival. In order to establish, build and
maintain your event reputation, ensure that performance matches expectations.
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