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.