EN ROUNDTABLE |
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the better we can make that experience the more they will want to come back .”
RX ’ s global health and safety manager , Emma Dengate , said : “ Security isn ’ t an add-on that we have to do , it ’ s a way to really improve and build on the experience that we are providing .”
Andrew Evans , managing director of Thorough Events , said that in the ‘ new normal ’ of post covid events security staff and stewards were often the first point of contact for visitors . Meaning it was vital that customer service was part of the security agenda .
“ You need to think about what it feels like as an attendee ,” he said . “ Security are often the first point of contact for your event , so that welcome , that smile , is everything .”
Risk landscape An officer from the National Counter Terrorism Security Office , provided the group with a perspective of the risk landscape . In addition to preparing for new Martyn ’ s Law legislation , she said organisers and venues needed to be aware of the risks but
Emma Dengate
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also manage expectations to prevent issues .
As a security provider , Liz Turner , owner and director of The Event & Exhibitions Partnership Ltd said was vital to understand the perceived risks , and that risk assessments needed to consider the expected demographic of any event .
ASM Global , director of security , safety and risk Gary Simpson said assessing the risks of exhibitions was more complicated than live music events , because there could be hundreds of different exhibitors and sponsors in a room , who could potentially enrage any number of protest groups .
“ It ’ s got to be proportionate to the size of event and the risks that your event faces ,” he said .
“ We ’ re in quite an interesting geopolitical situation at the moment . There are lots of risks and threats that face the events industry . They are wide ranging , from the counter terrorism element to fraud or cyber risks , but also , particularly at the moment , it is things like protests that
Kerrie Kemp
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pose a big risk against certain types of exhibitions .” Experience New technology is enabling more invisible , frictionless security at venues , Simpson said , however for some an enjoyable experience required visible security checks . At Manchester Arena visitors wanted to see security more noticeably he added .
In all cases , managing the customer service experience was essential in maintaining the balance between safety and experience .
Simpson said : “ I think it ’ s understanding the context of what ’ s going on in the world and applying that to your
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event and how it ’ s going to impact on it .” Assessment Assessing risks and creating an experience to suit was a key part of the planning process .
Dengate , said assessments needed to be tailored to each individual event ’ s vulnerabilities .
“ What ’ s key is not one size will fit everyone ,” she said . “ Resource and knowledgebase is varied as much as our events are .”
Jennifer Phipps , RX , operations director added that managing dissatisfaction could prevent flare ups and that it was key to make sure
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46 — Spring |