NAASP Project Part III

Table of Contents

Cover……………………………………………………….. pg. 1

Table of Contents…………………………………………. pg. 2

Risk/Crisis Plan….………………………………………… pg. 3-5

Worker Roles and Staffing.......................................…... pg. 5-6

Volunteer Plan………………...…………………………… pg. 6-7

Menu Selection...………………………………………….. pg. 7-8

Technology and AV Needs………………………………. pg. 8-9

Evaluation Plan and Questionnaire……………………… pg. 10-13

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Risk/Crisis PlanTwo Most likely Crisis Situations:

1. Absent Speaker

2. Technology Issues/Failure

Preparedness: • On a scale from 1-5 an absent speaker is a 3 on the likelihood of it happening scale.

If there is a missing speaker the value of the convention is lowered and so is the

level of attendee participation. If an attendee was specifically attending the

convention because they wanted to see one particular speaker or to attend one

particular education session they would probably ask for a refund, therefore the

convention would lose money. The convention would lose accountability and the

next convention could lose attendance.

• On a scale from 1-5 this is a 4 on the likelihood of it happening scale. Virtually

everyone at the convention will be using various types of technology throughout the

convention. Issues will diminish the attendee’s experience. A technological failure

could cause the attendees to be very unhappy with their experience, the cancellation

of a session or, possibly, the entire convention. The convention would lose

accountability and the next convention could hurt in attendance because of the bad

reputation that this convention would create.

Mitigation: • NAASP will obtain contracts, make backup plans, and have a communication plan

and system in case of an absent speaker. NAASP will arrange for speakers to arrive

Thursday, April 20. This will give staff lead-time to assign an alternate speaker.

• NAASP will have backup generators and Wi-Fi boosters on site to decrease the

likelihood of a technological failure. We will also have the convention center’s IT

staff on hand throughout the event. Some back-up equipment and charging centers

will also be needed. The contract with the L.A. Convention Center will include a

clause about insuring dependable technology.

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Response: • In case of an absent speaker NAASP will:

a. Contact speaker and Speaker's Bureau

b. Contact legal counsel

c. Communicate with attendees

d. Assign alternate speaker

e. If alternate speaker is unavailable, cancel event

f. Issue refunds

NAASP will arrange for all speakers to arrive in Los Angeles on Thursday, April 20, the day

before the convention begins. Upon arrival, speakers will be required to check-in with the

NAASP staff member assigned to them as their primary contact in order to verify their

attendance. This will enable NAASP staff to keep track of which speakers are present and

which speakers are no-shows.

• In case of technical failure at the convention NAASP will:

a. Contact convention center IT staff

b. Communicate with attendees and appropriate speakers

c. Use back-up equipment or generator, if necessary

d. Consider relocating event to different room with functioning technology

e. If failure persists, cancel event

f. Enact insurance

g. Issue refunds

NAASP staff members will remain in contact with the convention center IT staff to monitor

bandwidth usage and Wi-Fi signal strength throughout the length of the event. NAASP and

convention center IT staff will be able to get ahead of major issues before they occur.

Attendees can report issues to volunteers or temps, who can then communicate directly to

staff members.

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Recovery:• If a speaker does not attend NAASP will contact the Speakers Bureau and follow

guidelines written into contract. NAASP will contact legal counsel and issue refunds

to attendees, if appropriate. In order to address PR, NAASP will use its social media

to address the situation and apologize if necessary to attendees. NAASP will have a

way for attendees to contact them with any questions about refunds or any other

problems that they may have with the convention.

• If a technology issue/failure occurs, NAASP will communicate with IT staff,

attendees, and corresponding speakers. NAASP will enact insurance and issue

refunds, if necessary. To address PR, NAASP will use its social media to address the

situation and apologize if necessary to attendees. NAASP will have a way for

attendees to contact them with any questions about refunds or any other problems

that they may have with the convention.

Worker Roles and Staffing

Event Role Role Description Role Staffing

Vendor Communication Organize arrival times, departure times, convention needs, and onsite coordination

Staff

Registration/Check-In

Pass out badges, merchandise, assist attendees in registration, and monitor registration equipment; Required to stand for long periods of time and interact with attendees in a fun upbeat way

Volunteers and Temps

Room Monitors

Scan badges at: convention entrance, outside of education sessions, and special events in the convention; Handout surveys at the entrance of education sessions and collect them at the end of the education session; Required to stand for long periods of time and will have to interact with attendees with a friendly demeanor

Volunteers

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Website/Social Media

Communicate with attendees through social media, answer questions through social media, making sure the website is up and running and advertising the event as it goes on; Will have to be able to answer questions about the convention correctly and in a pleasant way

Staff and Temps

Setup/Tear down

Work with general service contractor setting up tables, chairs, and booths for the convention; Will have to be able to perform manual labor for long periods of time. Be able to lift at least 50 lbs.

Staff and Volunteers

Volunteer PlanNAASP will contact local college campuses and inform them of all of the volunteer

opportunities that their students could participate in. They will also advertise volunteer

opportunities on all social media outlets and throughout different organizations on college

universities list serves. Professors in event management programs at the local universities

will be contacted to encourage their students to volunteer. Having these professors be part

of the volunteer process will also hold students more accountable for showing up for the

shifts. The local DMO will also be contacted to get help in spreading the word about the

volunteer opportunity.

CommunicationVolunteers will apply for the NAASP convention through the NAASP website and there will

be a volunteer email that volunteers will be able to use to contact the association with any

questions.

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Training The week before the convention NAASP will hold volunteer training on two separate nights

so that volunteers have options on what nights they can be trained. Training will also be

offered online to increase convenience for volunteers if they are unable to attend the two

training nights. The week of the convention there will be nights when volunteers can pick

up their shirts.

Contributions To show volunteers that NAASP really appreciates their hard work, they will be

acknowledging all of the volunteers at the awards ceremony and thanking them for all of

their work. Also, they will give each volunteer a free pass to attend the convention the next

day after completing their volunteer shift. This will allow for volunteers to enjoy the

convention and have a good volunteer experience. To reassure volunteers that NAASP truly

appreciates them they will be sending each volunteer personal handwritten thank you

cards in the mail.

Menu SelectionFood and Beverage Needs

• The affiliation luncheons on Friday and Saturday will need catering which will be

provided by Centerplate, the Los Angeles Convention Center’s exclusive caterer.

NAASP will cover the costs for the luncheons food and beverage needs. Attendees at

the luncheon will need food and beverage that is light and will help keep them

energized throughout the afternoon. Attendees will also need to be able to easily

carry around their meal as they meet and greet with other guests. Sandwiches,

salads, water and soda would be the kinds of options appropriate for the time of day

and attendee needs.

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• The awards ceremony on Saturday night will need beverages for the cocktail hour

beforehand. NAASP will pay for each awards ceremony guests first drink, any drinks

they want after their first drink is on the guest. All of the banquet food will be paid

for by NAASP. Again the food and beverages will come from Centerplate, the

catering company used by the Los Angeles Convention Center. The banquet will be

plated and each guest will have the option between a vegan dish or a duet, with both

a 3 oz. steak and a 3 oz. chicken. The vegan dish will be offered because of attendee

characteristics. Many attendees are part of the millennial generation and a

considerable portion of this generation chooses vegan or vegetarian diets.

• Volunteers and staff will be provided with water bottles and snacks throughout the

entire event. Volunteers working two shifts will be provided with lunch vouchers to

the convention center’s food court. The snacks and water bottles will be provided by

sponsors and the meal vouchers will be negotiated by NAASP with the convention

center.

• Exhibitors will be provided with lunch vouchers for Friday and Saturday. These will

be negotiated by NAASP with the convention center.

Technology & AV Needs• The Exhibition Floor- Microphones will be necessary on the exhibition floor so

that staff is able to make announcements throughout the event; speakers will also

be needed for this purpose along with using them to play music throughout the

event; TVs will be necessary to incorporate digital signage; it will be extremely

important for attendees to have Wi-Fi access on the exhibition floor so that they are

able to post to their social media accounts and promote the event themselves as it is

going on

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• Classrooms-○ Small Classrooms- Small classrooms will need projection screens along with

projectors to provide attendees with visual aids; a computer for the teacher

so that they can control their visual aids; most importantly each classroom

will need access to Wi-Fi for attendees and for the teacher so that they can

practice what they are learning about social media on their own social media

as they go. Outside of all classrooms there will need to be three badge

scanners for volunteers to use to scan people into education sessions

○ Large Classrooms- Large classrooms will need everything that a smaller

classroom needs but in addition it will need speakers to ensure that all

attendees can hear; it will also need a microphone for the teacher to use

along with the speakers for the same reasoning

• Registration Area-○ Hotels- Hotel registration will be limited to those who have pre-registered

for the convention, therefore they will not be registering as much as they will

be printing off their badges for the convention, badge kiosks will be

necessary at hotels for this reason

○ The Convention Center- At least five computers will be needed at the

convention center registration area so that attendees registering onsite can

do so easily; Wi-Fi will also be very important in this area to ensure that this

process goes smoothly; 15 badge scanners will be needed in this area to scan

pre-registered attendees into the convention

Value for the target marketsThe convention itself is based on technology and how people can use it to enhance personal

brands, therefore it is important for the convention to show it’s attendees how they use it

to enhance their personal brand. The target market is all about technology and social media

and the convenience of it so it is important that it is very present during all parts of the

convention but even more importantly that it makes the attendees’ experiences more

smooth and convenient.

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Evaluation Plan & QuestionnaireAttendees Participation

• Classroom Surveys- Before entering each classroom session that the attendee

attends, they will be handed a short survey by the badge scanner and will be asked

to complete it by the end of the class session. If the attendee does this and hands the

survey back to the badge scanner upon the conclusion of the education session, they

will have their badge scanned once again to indicate to NAASP that they have

completed a classroom survey.

• End of Convention Survey- An email will be sent to all attendees, using their email

address provided during registration, which provides a link to the questionnaire.

The questionnaire will be on our website and will be only 12 questions because our

target market is not the type that would want to take a lot of time on a survey.

Survey DetailsClassroom surveys-

• Surveys will be handed out upon entrance into every education session and

collected upon the conclusion and exit of the session

• They will be a paper copy so that NAASP can get immediate responses and

customize the surveys for each education session

• They will be handed out and collected while badges are being scanned

• Every survey will be submitted anonymously so that attendees feel comfortable

answering the questions as honestly as possible. This is especially important for the

classroom surveys since the attendees will be still be at the convention after they

have submitted their classroom surveys

End of Convention Survey-

• An email will be sent out to all attendees with a link to a survey that they can access

online or through the app. It is important for this survey to be available

electronically because this is a tech-natured target market

• The survey will be available for two weeks after the link has been emailed out

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• The survey will be anonymous so that attendees feel comfortable answering the

questions as honestly

Participation Incentives• Classroom Surveys- Each time an attendee completes a class survey they will gain

5% off at GoPro. For example: Cindy completed one survey so she has a coupon code

for 5% off at GoPro but Amy completed five surveys so she has a coupon code for

25% off at GoPro

• End of Convention Survey- An attendee can win a free three hour session with a

personal brand consultant by filling out the end of convention survey or by mailing

in their contact information to the address provided at the bottom of the survey

introduction page (Sweepstakes rules apply)

Survey Questions:1. What area(s) of social media was/were your primary reason(s) for attending this

event? (Select all that apply)

a. Facebook

b. Instagram

c. Twitter

d. Snapchat

e. Vine

f. YouTube

This question would include check boxes next to each answer choice and

participants will be able to check as many boxes that apply.

2. How well did the convention satisfy your reason(s) for attending?

a. Highly Satisfied

b. Satisfied

c. Neutral

d. Not Satisfied

e. Highly Unsatisfied

This question will contain a drop down box with five options that will allow

participants to choose their level of satisfaction.

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3. Please indicate your overall satisfaction with this conference:

a. Conference content:

i. Highly Satisfied

ii. Satisfied

iii. Neutral

iv. Not Satisfied

v. Highly Unsatisfied

b. Registration process:

i. Highly Satisfied

ii. Satisfied

iii. Neutral

iv. Not Satisfied


c. Venue:

i. Highly Satisfied

ii. Satisfied

iii. Neutral

iv. Not Satisfied


d. Food and beverage:

i. Highly Satisfied

ii. Satisfied

iii. Neutral

iv. Not Satisfied


This question will contain a drop down box with five options that will allow

participants to choose their level of satisfaction for each sub question.

4. What other topics of interest or themes are of interest to you for a conference?

This question will be open ended with a text box that will allow participants to

answer with as many characters as they need.

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5. Would you be interested in attending this convention in the following locations:

(Pick one)

a. New York

b. Las Vegas

c. Chicago

d. Miami

This question will have a check box next to each answer choice where the participant

can select one option.

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NAASP Project Part III

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Transcript of NAASP Project Part III