Reputation. What is it? Reputation is the general belief or opinion that other people have about your event.

Reputational Risk

Reputation What is it? 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

Reputation Who is responsible for it?

Reputation Who is responsible for it? Event Organisation

Reputation What can impact it? Attendees Contractors and Suppliers Venue Speakers Media Communications Sponsors/Partners Staffing Weather Technology Reputation Transport Parking Queues Food and Beverages Concessions Amenities Entertainment

Reputation What can impact it? Attendees Contractors and Suppliers Venue Speakers Media Communications Sponsors/Partners Weather Staffing Technology Queues Amenities Reputation Food and Beverage RESPONSE Transport Parking Equipment Failure Concessions Entertainment

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.

Punters slam Luke Mangan and Trippas White for nightmare to remember at Bondi Beach 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. 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. 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. Some customers said they were told food had run out when they finally made it to the front of the long queues. I ordered the Vege option, which ended up being just a bunch of green leaf salads which I could have made for $5. 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.

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. New Perth Stadium not ready for Ashes Test ANZAC DAY MARCHES CANCELLED ACROSS THE BLUE MOUNTAINS 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.

Reputational Risk 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 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

Hope for the best, prepare for the worst 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.

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.