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What are the most common crisis management mistakes at events?

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Events are a great way to showcase your brand, connect with your audience, and generate buzz. But they can also be a source of stress, uncertainty, and potential damage if things go wrong. Whether it's a natural disaster, a security breach, a technical glitch, or a PR nightmare, you need to be prepared to handle any crisis that might arise at your event. Here are some of the most common crisis management mistakes that event planners and organizers should avoid.

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Nikolay Milchev

Crisis Manager at DXC Technology

1 Lack of planning

One of the biggest mistakes you can make is to assume that nothing will go wrong at your event. You need to have a clear and comprehensive crisis management plan that covers all possible scenarios, roles and responsibilities, communication channels, and contingency measures. Your plan should also include a risk assessment, a crisis response team, a media spokesperson, and a post-event evaluation. Without a plan, you will waste precious time and resources, lose credibility and trust, and expose yourself to legal and reputational risks.

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Nikolay Milchev

Crisis Manager at DXC Technology
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There should be a written plan of action with well-defined roles and SLA's. Some things cannot be planned, but there should be some starting point. Well-defined roles and responsibilities. Who is doing what, who is facing the client if so, who will talk to the press if needed.

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Anthony Valenti

Communicator, Strategist, Entrepreneur.
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You'd much rather be over-prepared than caught behind the 8-ball with no clear plan to address a crisis. You are in a much more acute environment, whether it's an investor day, business conference, stakeholder event, etc. This is an absolute accelerant for negative opinion. You need to do everything you can to prepare and plan accordingly.

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2 Poor communication

Another common mistake is to communicate poorly or inconsistently during a crisis. You need to have a clear and consistent message that addresses the situation, the actions you are taking, and the expectations you have from your stakeholders. You also need to choose the right communication channels and tools, such as social media, email, press releases, or live updates. You should avoid spreading misinformation, hiding facts, or ignoring feedback. Poor communication can lead to confusion, panic, anger, and loss of confidence among your attendees, sponsors, partners, media, and staff.

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Nikolay Milchev

Crisis Manager at DXC Technology
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In my experience, there should be a strict channel of communication and only one or two people should send the communication upwards to the high management. Only interested people should be informed to avoid unnecessary pressure from a lot of people that will slow the process with panic, anger, and unnecessary questions. It is better to split the teams into smaller teams that will give feedback to the man responsible for the communication. He will structure it and translate it to "manaager" language.

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3 Delayed action

A third common mistake is to delay taking action when a crisis occurs. You need to act quickly and decisively to contain the situation, minimize the damage, and restore normalcy. You should follow your crisis management plan, mobilize your crisis response team, and communicate effectively with your stakeholders. You should also monitor the situation closely, adapt to changing circumstances, and anticipate potential consequences. Delayed action can worsen the situation, increase the costs, and damage your reputation and relationships.

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Anthony Valenti

Communicator, Strategist, Entrepreneur.
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Proactivity is the supreme multivitamin in these situations. Do not only act quickly to activate your crisis response team when the crisis occurs, but act swiftly prior to the situation igniting.

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4 Insufficient training

A fourth common mistake is to have insufficient training for your staff and volunteers on how to handle a crisis. You need to ensure that everyone involved in your event knows their roles and responsibilities, the procedures and protocols, and the communication guidelines. You should also conduct regular drills and simulations to test your crisis management plan, identify gaps and weaknesses, and improve your skills and readiness. Insufficient training can result in confusion, mistakes, conflicts, and poor performance during a crisis.

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5 Lack of empathy

A fifth common mistake is to lack empathy for your stakeholders during a crisis. You need to show that you care about their safety, well-being, and satisfaction. You should also acknowledge their emotions, concerns, and feedback, and express your gratitude, apology, or sympathy as appropriate. You should also follow up with them after the event, provide updates, offer support, and solicit feedback. Lack of empathy can alienate your stakeholders, damage your brand image, and reduce your loyalty and retention.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the most common crisis management mistakes at events?

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1 Lack of planning

2 Poor communication

3 Delayed action

4 Insufficient training

5 Lack of empathy

6 Here’s what else to consider

Public Relations

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What are the most common crisis management mistakes at events?

1

2

3

4

5

6

1 Lack of planning

2 Poor communication

3 Delayed action

4 Insufficient training

5 Lack of empathy

6 Here’s what else to consider

Public Relations

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