THE EVENT PLANNING MODEL: THE EVENT OPERATIONAL PLANNING PHASE
MECHANISM 4: THE ACTIVATION OF A PLAN-REFINING PROCESS WITH PRODUCTION MEETINGS
Once a logical, sequential, detailed integrated operational plan has been developed, along with the contingency plans, it must be refined for use.
One method of refining it involves hosting a meeting with key represen- tatives from each component and facilitating a production meeting for fine-tuning the plans. In this meeting, the representatives review the integrated plans and refine the details into a coordinated and efficient effort.
The refining process is intended to add detail to the plan and eliminate any questions that may arise when the plan is implemented. An example of a refining process was illustrated by the 2002 Salt Lake Olympics Organizing Committee (SLOC). This committee instituted a peer review process as a refining technique along with what the committee members called an
“Executive Roadmap” (Bowen, 2006). The peer review process included an exchange of operational plans for consideration by others within the event operational network. Reviewers searched for gaps in the detail pro- vided in the operational plan, ensured clarity in the planning statements and determined any arising questions when reading the operational plans.
The roadmap consisted of an executive summary of the key timelines that needed to be met and was used for quick reference. Skilled event planners completed the refining process to meet the goal of planning excellence.
CONTEMPORARY ISSUES IN THE EVENT OPERATIONAL PHASE There are three key issues in contemporary event operational planning.
These issues include time, communication and an environment of cooper- ation for coordinating operational plans.
Timeis an issue for an event manger. Event management involves strug- gling to facilitate the completion of all operational plans within the time frame available. Time impacts the level of planning detail that can be
completed, the contingency plans developed and the refining process. An event manager must be continuously cognizant of the pace of planning and facilitate the completion of operational plans within a set time frame.
Communicationis vitally important in event management. Facilitating excellent communication is the role of the event manager. This role involves ensuring that the operational network exchange opportunities are utilized and encouraging interactions between nodes in the operational network. Encouraging greater communication is vital to the outcome of the event.
Facilitating an environment of cooperation for coordinatingoperational plans can be the greatest challenge an event manager faces. According to Grant (2001), the foundational issues in operations include problems of cooperation and coordination. Cooperation problems stem from the variety of personalities involved in the operational network. Coordination problems stem from the skills, abilities and knowledge of the operational network members that are required to integrate the plans.
In addition, coordination issues that are due to the advancing virtual or dispersed work environment emerge. This environment allows you to work from anywhere in the world with the use of communication technology. Coordinating activities from off site requires additional com- munication and demands clarity within the communications.
PRACTICE TO ADVANCE YOUR OPERATIONAL SKILL DEVELOPMENT
To aid in your skill development, attached at the end of this chapter are operational planning scenario practice assignments and example opera- tional plans. Complete the scenario assignments, but first review the example operational plans to aid in your understanding of the planning requirements. During this review, be sure to consider raising questions about the stated actions should the plans be implemented.
Practice operational planning
The best way to develop operational planning skills is to understand the planning process and to practise operational planning. At the end of this chapter, there are a number of figures.
Figure 5.1 provides a scenario concerning an event media conference and is a practice assignment for you to complete.
Figure 5.2 provides an example operational plan for event volunteer management by Iain Sime. Instructions are provided for you; read the planning instructions and make judgments and interpretations concerning what has to be completed and how it is to be done. Any questions arising during this review will provide you with more knowledge as to the level of planning detail that is required.
Figures 5.3, 5.4 and 5.5 are planning frameworks developed for an event that is staged annually, but in different venues. They are guides, but do not replace the need to think through the requirements for the particular venue. They are offered to provide an overview of the type of planning detail needed in event management.
Figure 5.6 provides an excellent example of a completed operational plan that was devised for the National Collegiate Athletic Association (NCAA) Men’s Basketball Championship, Round 2, San Jose, California: The Hospitality Component, by Lauren Thompson.
After reviewing the operational plans in Figures 5.1 to 5.6, select an event and component (such as the accommodation or transportation) and start practising operational planning.
CONCLUSION
In the second phase in the planning model, the operational planning phase, network members complete operational plans that include timed activities for each event component. The strength of an event operational plan is determined by the logical and sequential process, the amount of planning detail provided, the integration forged between the planned components, the extra preparedness based on the contingency plans and the process of refining the plans prior to their use. The facilitating of quality operational plans can be developed with practice. The concept of quality in event operational planning is discussed further in Chapter 9,
“Facilitating quality in event management,” after the event planning phases have been presented. Overall, the operational plans are created in preparation for the next phase in the planning model, the implementation, monitoring and management phase.
1 What are the characteristics of contingency theory, complexity theory, network theory and agency theory and how do these characteristics guide an event manager in the event operational planning phase?
2 Describe the difference between level 1, level 2 and level 3 planning.
3 What do contingency plans provide, and why are they important in event management?
4 What is a plan refining process and how does it assist an event man- ager?
5 Describe three key issues in the event operational planning phase and then outline how an event manager can act to overcome these issues.
CHAPTER QUESTIONS
Complete the following practice assignment using the following process:
1 Select an event (you will be completing operational plans for a media conference for this event).
2 Read the assignment scenario below and then develop two to three planning objectives for the media conference.
3 Think through the requirements and generate an operational plan for the media conference (see the guiding framework provided below).
4 Develop contingency plans (for a minimum of five event contingency issues) and place these at the end of the operational plan.
5 Record the process to be used to refine the operational plan.
The assignment scenario
You are responsible for managing the media conference for a major tourism event (an event of your choice). This media conference is to be held mid-morning, one day prior to the launch of the event, and is to be held at a major hotel in the downtown area of your city or town. Create a written operational plan for managing the key elements to complete the media conference. Be sure to include the invitations for four key media outlets to attend, including one medium from each of the following types: newspaper, radio, television and web-based media. Further, the operational details must include setting up the media conference room or area in the hotel, managing the media as they arrive, checking credentials, providing accreditation, providing the media conference activities and a media question period. Remember that the operational plan must include all communication requirements (for example, communicating to the venue staff the requirements for tables, chairs, microphones, platforms, rod and drape, the hanging of signage and security). Build into the plan the speakers representing the event, along with the media oppor- tunities such as personal interviews and photo opportunities. Assume you have the funding to support all of your activities. The chart below is only a starting point.
Expand the operational planning details as you think through the requirements.
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Planning Objectives:
Objective 1:
Objective 2:
DATE ITEM WHO IS
RESPONSIBLE?
Eight months Media personnel preparations: Media Coordinator prior to event
What will be in place for: and Volunteers A, B – Media policies, procedures and processes
and C (consider television, radio, print, social
and online media)
– Media accommodation preparations – Provision of media shuttles
– Provision of media accreditation – Media television production truck
management
– Media parking (including space for media production trucks)
– Media venue requirements
– In-house electrical requirements for media Six months Pre-event media release:
prior to event
– Media release contents
– Distribution plans for media release Five months Media information package prior to event
– Contents (consider accreditation, media centre, shuttle, site details, parking, team practices, competition details, environmental sustainability plans, and a contact for further information) Four months Design of media centre
prior to event
– Media centre requirements
– Media centre volunteer requirements – Media security plans
– Media food and beverage provision – Media signage (consider signage to be
placed inside and outside of the media centre and how the signage will be held in place)
– Media check-in process
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Three months Assignment of media space prior to event
– Consider television booths, radio booths, on-line and social media space,
photographer sites and camera positions and seats that must not be filled due to camera positions)
Three months Volunteer management:
prior to event
– Determine pre-event volunteer requirements
– Event volunteer roles (specific duties) – Communication system
One month Contingency plan development:
prior to event
Contingency A:
Contingency B:
Contingency C:
Contingency D:
Contingency E:
Figure 5.1 Operational plan: practice assignment
Instructions for reviewing the four example operational plans
Operational plans are generated by an individual or group of individuals – but are generally implemented by a large group of volunteers who were not involved in the operational planning development. Thus, it is imperative that the operational plans clearly outline what is to be completed. This is difficult, as everyone can read the operational plans as instructions and make judgments and interpretations con- cerning what has to be completed.
Read the following operational plans as if you will be responsible for organizing the volunteers at a local league basketball championship game.
While reading, record any questions that arise, based on the planning instructions provided.
Think through the requirements to answer your arising questions and record any additional operational planning details necessary to provide instructions for these questions.
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Planning objectives:
Objective 1: To conduct a well-organized volunteer recruiting and training program to fully support the event.
Objective 2: To manage volunteers well, so that they are interested in returning to volunteer at future events.
Time frame Activity Person
responsible
Six months Volunteer recruiting prior to event
Volunteer orientation session timeframe:
• Establish volunteer orientation session date, time at event site
Develop and post volunteer recruitment information on event website and send to local team websites for posting:
– Website posting to include:
• event name
• event dates
• how to apply to volunteer
• request volunteer name, address, email, telephone number, cell phone number, previous volunteer or work experience
• a checklist of volunteer opportunities & an overview of tasks
• minimum age requirements
• deadline date for applications
• shirt size (men’s/women’s – small, medium, large or extra large)
• mandatory volunteer orientation session date/time information
• volunteer shirts as uniform to be provided – shirts to be provided at volunteer session; volunteers to wear black pants and comfortable shoes
• complimentary ticket policy for volunteers
• contact site for further information on the event and volunteer roles
Word-of-mouth volunteer recruitment activities:
• Develop a business-card-style information sheet indicating volunteers needed for event
• Include on card: event name, dates and website for further information
• Distribute business cards at league basketball games to potential volunteers
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Volunteer Coordinator and Volunteer Committee members
Twitter and Facebook – call for volunteers(and other sites your group utilizes
• Direct all potential volunteers to the website Develop newspaper volunteer recruitment posting:
• Develop local newspaper ad(s) to attract volunteers (include event name, dates, and how to apply via the website
Five months Volunteer orientation session preparation prior to event
Work with the venue coordinator to put all details into place for the volunteer orientation session, including:
• Date and time confirmed
• Venue room finalized; space based on number of people to be in attendance
• Venue entrance gate to be used by volunteers finalized
• Plan venue tour
• Generate a volunteer placement list with the name of the volunteer assigned to each role; have a copy at the volunteer orientation session as a sign-in process; manage any volunteers not in attendance
• Arrange for volunteer parking for orientation session
• Work with the Accreditation/Credentials Committee to arrange for accreditation passes to be developed and distributed at the orientation session
• Ensure volunteer room has a whiteboard (and markers) along with a bulletin board (and tacks)
• Design training session to review each volunteer position
• Order wireless microphone
• Order volunteer golf shirts (gain pre-approval from event committee for colour and logo prior to order)
• Volunteer media manager and volunteers to develop media package for distribution at event (hard copy and online copy)
• Entertainment volunteers to obtain prizes for tossing into the crowd and for entertainment prizes
• Arrange for parking passes to distribute to volunteers at the orientation session (determine number of passes required and the distribution process)
• Prepare to discuss the emergency protocols and generate written overview sheets for distribution
• Arrange for the volunteer communication system Venue Manager and Volunteer Coordinator and two Volunteer Committee members assigned to orientation session and Accreditation Coordinator
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(a number of cell phones) and be prepared to explain how a volunteer signs out and returns to the system (i.e. number of cell phones) and prepare a list of all cell phone numbers and the name and title of each person in possession of one of the event phones
Four and a Order for Volunteer Room half months
• Room to be set up by 8 am on Date: ____
prior to event
• Coat racks 33 (to hold 20 coats per rack)
• Eight tables (10/rounds; white tablecloths) positioned in two rows of four in room for volunteers
• Ten chairs at each table for a total of 80 chairs
• Arrange for two security staff to be stationed just outside the Volunteer Room doorway for the orientation session and the event date(s)
• Order volunteer golf shirts (based on sizes from volunteer applications) and establish distribution process)
• Arrange for food and beverages for Volunteer Orientation Session (to be available 45 minutes prior to start of orientation session for 60 people;
to include coffee/tea/orange juice/apple juice; four kinds of muffins and bread sticks; fruit tray and vegetable tray
• Arrange for tables for food and beverages: three 39 389tables, white table cloths, basketball centrepiece (33), tables placed on north wall
• Generate a diagram showing where tables, coat racks, food, etc. are to be positioned within the Volunteer Room
Three Volunteer selection and confirmation months prior
• Review volunteer applications and selection pool to event
of volunteers
• Select six “rover” volunteers who will learn all roles and be able to fill in whenever necessary
• Subdivide list between event committee members and ensure all volunteers are called
• Establish an overall checklist to confirm each volunteer’s participation/confirmation and their attendance at the mandatory volunteer orientation session
• Send all volunteers an email confirming their role, agreement to participate and the details concerning the mandatory volunteer orientation session date, time, site, specific room, parking arrangements, the
Volunteer Coordinator and Venue Manager
Volunteer Coordinator and all Volunteer Committee members
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fact that coffee, tea, etc. are to be provided and event contact name/contact information
• Prepare for a number of volunteer selection issues, such as:
i. If more than enough interested volunteers are available, how you will respond to those not getting a role at the event
ii. Keeping a reserve group of volunteers in case they are needed as replacements
Three weeks Volunteer orientation session prior to
Date:
event
Time:
Venue:
Room:
Attendance required from ____ to ____pm Set-up:
• Room to be set up two to three hours prior to orientation session (see set-up requirements in preparations above)
• Place at each seat an information card welcoming all volunteers to the volunteer upcoming
appreciation night; card to include the date, time and site; agenda for the orientation session
• Place emergency protocols sheet at each seat
• Ensure the Accreditation Committee is set up to begin taking headshots and adding required information for the printed and laminated accreditation passes 1 hour prior to orientation session; lanyards to be available; distribution process pre-established
• Ensure security staff in place 45 minutes prior to orientation session
• Meet and greet all volunteers as they arrive Orientation agenda:
1 Welcome and introductions (ask all volunteers to sign in next to their name on the volunteer sheet) 2 Review of volunteer roles (see list below) 3 Volunteer communication system explained 4 Emergency protocols discussed (provided in
writing)
5 Review process for volunteer breaks during event 6 Facility tour
7 Dress code and distribution of volunteer golf shirts
8 Accreditation distribution 9 Parking pass distribution
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Event Volunteer Coordinator and Venue Manager and Event Accreditation Coordinator and volunteers
10 Discuss volunteer complimentary tickets; how to order and pick up their tickets
11 Discuss the Volunteer Appreciation Night Examples of volunteer roles to be reviewed:
Anthem singer– informed of timing, confirm introduction for public address (PA), where they are to walk/stand, direction to face, bilingual version anthem required, where they go after anthem, pre-event technical check time and site on event day Team hosts– one per team; to ensure teams know their assigned warm-up and game schedules, etc.
Statistics Managers – to gather pre-event team statistics, to distribute statistics to media and PA announcer at preassigned intervals throughout the event
Game Sheet Manager – to manage the completion of the official game sheet for each team within a predetermined timeframe; information distributed to Media Manager
Media Manager and volunteers– to meet and greet media in attendance, to develop and distribute a media package, to develop event statistics and distribute them in a timely fashion to media at preassigned intervals throughout the event in print form and via the website; to aid media in their arrangements to interview coaches and players Volunteer security – to ensure only those with the correct accreditation have access to the volunteer room, the team rooms, the media room, etc.
Entertainment volunteers – to secure prizes and to design and conduct fan entertainment during team timeouts/between quarters and during half-time; to work directly with the public address (PA) announcer to ensure promotions are announced
Communication Managers: If two-way radios are available, then the volunteers should be shown how to use them. If there are not enough radios for each volunteer, then just assign the radios to the volunteers who you determine need them the most
i. Make sure volunteers stay in constant contact with one another as well as yourself
ii. If any problems occur, make sure they are communicated to one another right away