July - August 2008

Evaluating your exhibit performance

BY BARRY SISKIND n a time when corporations and governments are faced with doing more with less marketing resources, knowing that your exhibit program is achieving a positive ROI or ROO is crucial.

When you examine your results, you want to be sure you have answered the Evaluation question, “How do we know if our exhibit program is doing what it is suppose to do?”

Simple measurement does not tell you the whole story. For example, if you set your objectives too low, meeting them does not really prove anything. If you set them too high then missing them also leaves you with an information shortfall. In either case, do you have enough information on how to improve your performance in the future?

While there are excellent formulas and guidelines to help you set focused, measurable and realistic objectives, it’s not an exact science.

One of the biggest mistakes many exhibitors make is going back to the same event year after year and doing the same thing. It doesn’t work that way. I am not suggesting you have to go back to the drawing board and start over each time, but often making subtle changes can fix what is not working and strengthen what is. That is what evaluation is all about.

Here are two methods of evaluating your exhibit program that you might want to try:

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INTERNAL POST-SHOW EVALUATION. There are many people associated with the show who would be able to provide meaningful feedback on your exhibit performance. These can include your staff, senior executives, show management or suppliers.

Prior to the show, contact the people you would like feedback from and ask if they are up to the challenge.

Then send them a list of the criteria you are interested in getting feedback on.

This can include such things as: • How you compared to the competition • The look of your booth e.g. Signage, lighting, general appearance • The flow of the booth • The use of draws, give-aways, collateral • The proficiency of your booth staff • The quality of the event visitors July-August ’08

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• The quality of the show as a whole • The quality of related activities such as the education program.

Evaluate each item on a scale of one to five with one being less than satisfactory and five being excellent.

Then create a form which includes all the questions and evaluation criteria you want your volunteers to look at.

Remember to also include an area for additional comments and observations.

Prior to the show, send the form to each person who has volunteered to help along with the instructions on how it’s to be completed, when it’s to be done and when it is to be returned to you.

As soon as the show is over, get in touch with each person and ask for their feedback.

With information from a number of different perspectives, you can analyze your overall performance and identify your strengths and weaknesses.

AN INDEPENDENT EVALUATION This type of evaluation falls under a variety of names including: mystery shopping, booth auditing or performance auditing. Regardless of the label the procedure is the same.

You contract with an experienced independent consultant who will work with you to create the criteria, visit your booth and your competitors’ booths as a show attendee and report back on how you fared with respect to the criteria.

Using an outside consultant means you will receive unbiased information. After the show, the consultant will provide you with a quantitative report on how you measured up based on the weighting of your criteria and a qualitative report based on personal observations.

The report should also include photographs. The results of this independent evaluation will help you set benchmarks for future performance.

Both techniques work well. You can choose one or the other or both – it all depends on how seriously you look at your trade show program.

You will have many constructive ideas to incorporate in your future plans. Take this information and file it somewhere where it is easily accessible when you are planning your next show.

••• Barry Siskind is North America’s foremost trade and consumer show expert. Visit his Web site: www.siskindtraining.com or e-mail him at: barry@siskindtraining.com.

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THE INTERNATIONAL EDITION

In this Issue

8 Guest etiquette > Being a good guest is more important than you might realize, and this revealing article offers some guidelines about how to RSVP, dress codes and networking that will be great advice for rookies or veteran planners.

What is a teacher?

I have had the privilege over the past ten years of teaching many journalism courses at Concordia University here in Montreal as both a full- and part-time professor. I have also taught high school students and tutored learning disabled people. As I look back, two things strike me: how unprepared I was as a student and how teaching is a rather inadequate word to describe what we do as we try to enlighten others.

Like most people, I learned how to study by trial and error, often putting friends, girls or sports ahead of my scholastic priorities. Now, I am certainly not unique in this regard but learning how to prioritize and manage our time should be required fields of study just as much as English or Geography.

I am often asked, “What makes a good teacher?” I usually throw it back to the person this way: “Who were your favourite teachers, and why?”

Invariably, good teachers make complex subjects easier to understand and make us want to exceed the narrow parameters of any classroom.

My university History teacher, Graeme Decarie, said, “I plan to teach you how to think, not what to think.” That sentence and its succeeding lessons were worth the price of my bachelor’s degree.

It was the German writer Goethe who said: “Treat people as if they were what they ought to be and you help them to become what they are capable of being.” This crystallizes an excellent point: Teachers need to support, cajole, entice and push in varying degrees to get people to achieve what they are capable of. Teachers, then, are actually facilitators.

And that, in fact, sounds perfectly alright to me.

— Leo Gervais

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10 Branding fashion > Hans Koechling knows that having passion is the only way to do things well, including producing a fashion show. He goes into great detail about what it takes to properly execute the vision and ideas for this type of creative endeavour.

18 The best advice > Many of us have received excellent advice over the years, so we decided to tap into your reservoirs of knowledge and share it with other planners in our latest contest.

20 Theme work > Everyone wants to find a new way to do a meeting, a unique idea to galvanize the client. Laura Granata tells us how “theme work” can be the answer to this challenge.

24 All about learning > Learning, it can be argued, is mankind’s most important mental function. Isabel Stengler takes a look at the way we learn and how we can find opportunites to help us achieve more.

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The Planner is a monthly publication distributed to professional meeting and event planners across Canada.

M ANAGING E DITOR

A SSOCIATE E DITORS G RAPHIC A RTIST S ALES C IRCULATION EXECUTIVE

ASSISTANT

C ONTRIBUTORS

Leo Gervais lgervais@theplanner.ca Camille Lay clay@theplanner.ca Jyl Ashton Cunningham jashton@theplanner.ca Matt Riopel James Paulson jpaulson@theplanner.ca Tania Joanis, Patricia Lemus Debbie Barlow Rachel Coley, Laura Granata, Stacey Hanke, Hans Koechling, Kathie Madden, Barry Siskind, Isabel Stengler, Sharon Worsley

Cover photo: Design by Matt Riopel

2105 de la Montagne, suite 100 Montreal, Quebec H3G 1Z8 Telephone: (514) 849-6841 ext. 315 Fax: (514) 284-2282 We welcome your comments: info@theplanner.ca The Planner uses 30% recycled post-consumer paper.

Poste-publication No. 40934013 6

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The flip side of events: Guest etiquette Ed. Note: Following the interest in our recent articles about Looking professional (Planner, May 2008) and Dressing for the occasion at work (Planner, June 2008), here is an excellent article about guest etiquette.

BY KATHIE MADDEN t some point during your business career you will be attending or will have someone representing your company at a variety of events. Whether it is a gala, luncheon, or perhaps a private function at the boss’s home, being a good guest is more important than you may realize. The following guidelines will assist you: 1. RSVP – Reply to any invitation within five days.

If a last minute change is made, call ahead to inform the host of name changes, dietary concerns, or delays.

2. Dress Codes – Dress appropriately for the occasion and ask the host if uncertain.

Business Attire – Suits and dresses Black Tie/Black Tie Optional – Formal wear Business Casual – Trousers, khakis, long-sleeve shirts, sweaters Jacket and Ties required – Sport coat and tie/ blouse and slacks, blazer Comfortable Casual – No athletic wear unless stated

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3. On Time Performance – Always show when requested, you demonstrate a lack of respect to your host and other guests if you are late. If you do arrive late, politely apologize without excuses.

4. Civility in Networking – Visit the washroom before the function and wash your hands. Always shake hands with host and other guests on arrival and departure.

Hand out business cards and keep them on the table until the meal is over. They are a good reference for you and considered rude to put them directly out of sight.

5. Polite Introductions – Never fail to introduce people around you, even if you have just met them.

When appropriate, introduce lower ranks to higher ranks including their name and job titles. If you wear a name badge, it should be placed on the side you shake hands with (The eye will travel up the arm to the name tag).

6. Inappropriate Topics – Avoid topics on health matters, personal finance, and gossip. Also steer clear from inappropriate humour, foul language as well as divisive and sexual topics.

7. Courtesy in Conversation – Listen, listen, and listen. Never interrupt or try to prove a point. Look at the person without being distracted by someone you would rather be speaking to. Mention the other person’s name at least once during your conversation.

8. Mind your Manners – Allow others to take the best seat, begin eating when everyone at the table is served, and never drink more than two alcoholic drinks. Don’t forget please and thank you to other guests and serving staff. Familiarize yourself with how to use glassware, cutlery and plates, place fork and knife in 4:00 position after meal, leave napkins on chair seat when finished.

9. Tech-etiquette – Unless you are on call, for the duration of your function, you should not be available.

NEVER acknowledge or send a message during a business function or event unless you leave the room to do so.

10. Show Appreciation – Before departing, thank your host and then send a thank-you note. In addition, send a note or email (either is appropriate) to those you met at the function to acknowledge your conversation.

The value of business etiquette demonstrates you care about detail. Although there are finer details to apply to these suggested guidelines, it is important to understand that careless practices reflect on you as an individual and can have unfavorable implications on the company you represent.

Kathie Madden is a Delta based event planner and is involved in the sales of promotional items. She can be reached at kmevents@telus.net or via her website at: www.kathiemaddenevents.com

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July-August ’08

WestJet and Southwest strike alliance Fuel costs will hurt demand: AC Air Canada is coping with soaring fuel costs but expects slower-than-expected growth in demand in the second half of the year. The company plans to list the base price of a ticket and separately the fuel-related costs.

Customer service is #1 for Canucks According to the recently published second annual TD Canada Trust Customer Loyalty Poll, customer service is so important that 95% of Canadians say their experiences can make or break a relationship with a particular brand or company. This number is up 10% from last year’s survey, showing that Canadians are even more serious about the importance of customer service.

Businesses are constantly looking for new ways to show customers that they care: they may offer rewards/loyalty programs or even gifts. But the bottom line is Canadians just want to be treated well. In fact, when asked which form of appreciation they are most interested in, 49% ranked “just good customer service” as number one. Rewards/loyalty programs and gifts followed (18% and 17% respectively.)

Being friendly to customers goes a long way. When asked what makes customer service great, the number one answer was friendly staff (24%).

On the Web: www.tdcanadatrust.com.

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Calgary-based WestJet has reached an agreement with U.S.-based Southwest Airlines that will allow the two low-cost carriers to sell seats on each other’s flights.

Both airlines will have the ability by late 2009 to commence codeshare flights across both networks, Westjet said in a recent news release.

“It is a defining moment (for WestJet),” President and CEO Sean Durfy said as he described the deal for his company, which was founded as a regional airline for Western Canada in 1996.

“When you examine our network in Canada and Southwest’s network in the United States, and the potential to significantly improve both organization’s market access, this is indeed a great day,” Durfy added.

Wi-fi is most popular hotel amenity A recent survey of hotel managers and directors revealed that 82 percent of them say Wi-Fi services are the amenity hotel guests care most about. The 2008 Current and Future Use in Hospitality Industry study conducted by the American Hotel and Lodging Association, based in Washington, D.C., also found that 86 percent of hotels responding to the survey currently provide Wi-Fi and of those that don’t, 20 percent plan to add it within five years.

On the Web: www.sdccc.org

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Branding fashion takes passion

BY HANS KOECHLING

roducing a show, any show, encompasses a myriad of variables. It’s eye catching, thought provoking and hopefully inspiring. It is the extension of the artist, the exhibition of one’s talent. Through the glitz, glamour and excitement associated with a production, one must never lose sight of it’s real objective. The birth or continuation of notoriety, which hopefully spurs success and eventually profit. It would be naïve to think otherwise.

The secret lies in the realization that a show is basically entertainment. Fashion and the display of an artist’s vision must be interpreted on that level. In our world of celebrity obsession and networks dedicated solely to the style and trends of the consumer, we are inundated hourly, with updates and hemlines. The average person is so much more educated and in tune with what is “out there” So much more exposed to both brilliance and disaster. So much more capable of making informed decisions on personal style and value. The expectations of the consumer have increased dramatically. The demand for excellence has become the norm and a fashion show is particularly vulnerable to the public’s insatiable need to be “blown away”.

As a designer, you can have a vision, an epiphany, a collection of awe-inspiring creations executed with the utmost of care. Imported fabrics and hand stitching with silken threads. As an artist, you have completed your task, your quest and your dream. But this dream must now be brought to market and successfully sold to the masses. Otherwise, it is just a dream to be left on the cutting room floor.

That is when I am brought on board, to interpret the goals and objectives of the fashion house, strategically, economically, inventively while most importantly staying true to the designer and his or her creation.

The undertaking is often daunting. But the rewards are plentiful.

The first step is the meeting of minds, where, through egos, visions and financial guidelines, the criteria is set out. Everyone wants what he or she sees on television.

The magnificent spectacle, the two mile runway, the falling water, and of course, a flock of “super” models.

“And don’t forget to throw in the Victoria Secret Angels flying precariously over our heads!” Clients want what they see in Vogue or on Fashion Television. The benchmark is usually a Valentino extravaganza or a Chanel show that was broadcast from the Musée d’Orsay in Paris. Incredible, visually breathtaking, but economically impossible. At “The Image Is …”, we aim to please, but cost is, and always will be, at the forefront of any show.

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It is my job to take their “want” list and create a spectacle that incorporates their collection, their client base, their objective and their budget. Make it unique, memorable and at the very least, fabulous.

Like any good producer, I encircle myself only with persons who understand creativity and are sensitive to the client’s needs. From my stylists to the lighting people, makeup and hair, right over to the dressers, all must share a common vision. Quality and only quality, but with an edge. It must be an unforgettable fashion experience.

First we look into the location. Clients very often have their own idea as to where they want to host an event. Our team must evaluate its capacity and physical ability to hold the show. The location is paramount in creating the right ambiance or vibe. It can be immediately awe-inspiring or riddled with flaws. From an airport hanger, to a museum, to closing a major intersection: we have to find a way to make it work.

Secondly comes the design or concept of the show itself. Spring or fall, ready to wear or couture? Is there a theme? Is it a fundraiser, just for buyers or open to the public? All these questions must be asked and answered.

We then move on to the technical aspects of the event.

A long runway or short? LED backdrop or flowing white organza? This is when the lighting gurus come on board.

Bad lighting can literally crucify a collection. It must be camera and video ready, without being so harsh as to blind the audience. These films often go immediately to feed and are broadcasted worldwide in seconds.

There can be no margin of error.

How many seats, how many spectators? How many media and television crew? Who’s coming and who are the VIP’S? These celebs, “the have to have’s”, are vital to a show’s global coverage. The media will clamor after them in the front row and by doing so, that one photograph may catapult a designer’s collection to the front page.

Once all this is confirmed, we move on to model bookings. This is an area that requires careful consideration. Very often, an open casting call is held where a particular “type” is requested from the agencies, based on the client’s criteria. Age, size, ethnicity and look play a major role in final choices. The model must have the ability to represent the designer’s vision and ultimately sell the garment.

A great model versus a good one, someone with celebrity status, can contribute significantly to the product’s marketability. Even if you want them and can afford them, the question remains: are they even available?

A good strong working relationship with the agencies is what can save you at this point. Their fee can run anywhere from the hundreds to the tens of thousands.

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Fine tuning and scripting are done with client Again, it’s a budget item and very often comes down to want versus need.

SYNCING EVERYTHING UP When this is complete, our stylist, another vital piece of the puzzle is brought on board. They literally frame the painting. The shoes, the accessories, (what coat to put with what dress), all falls under their umbrella.

We work closely with the hair and makeup team to ensure that what is walking down the runway is exactly what the client envisioned. Be it be sun-kissed fresh, strong and dramatic, or pure Hollywood, very often, the entire look is tested, and corrected until the finished transformation is complete.

Then it’s the music. This area will set the mood, the pace and temperature of the production. Everything you hear is hand chosen for the client and the event. Setting down the sound is no small feat. Timing is everything here, for there can’t be any lulls or stops once the “ship sets sail.”

Once all of these steps have been confirmed and signed off, the final presentation is done for the client and, together, we fine tune and script the show. Much the same as any theatre production, all of the decisions are now set in stone.

Rehearsals are needed to produce a show that is slick, clean and dynamic, a unique show with a “blow your socks off” finale.

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THE IMAGE IS... EVERYTHING Throughout the entire process, I am personally involved in every step. Being Hans Koechling and presiding over The Image Is, is a responsibility never to be taken lightly.

Throughout the years and having created shows on all of the major world stages, there comes the inevitable expectation of excellence. As a result, our company must continually reinvent itself, always searching out new and innovative ways to convey a client’s image and product.

It is my job to make sure that my company never waivers from the basic premise that being labeled “the best” is not a given. It must be earned every hour of every day.

Throughout it all though, with its pitfalls and jubilations, there is always the joy in knowing, that in the end, I’m the one up in the booth who gets to say…

“It’s Show Time!”

••• Hans Koechling is the president of THE IMAGE IS ... / L'IMAGE EST... which specializes in Show Production management. He can be reached at (514) 892-6396 or via e-mail at: hans@the-image-is.com.

Visit their website at: www.the-image-is.com.

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Do your goals inspire you?

BY SHARON WORSLEY hese days, the word ‘goal’ seems to be on everyone’s lips to the point where it feels like every other book or motivational speaker is talking about them.

Most everyone has at least one or two goals they want to accomplish in their life, don’t they? But do they ever seem to complete these goals, or do they remain elusive and cause frustration?

Of course, some of us have heard about goals needing to be SMART. There are many ways to set goals, but I have found that following this SMART formula inspires many in their pursuit. For those of you that have not heard of this before, or maybe need some reminding, I will elaborate further.

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S – SPECIFIC AND/OR SIGNIFICANT Too many times goals are made in general rather than being specific. Stating what you want specifically makes it more likely to be achieved.

If it is not a significant goal for you, then why would you ever want to consider it?

M – MEASURABLE AND/OR MOTIVATIONAL If you can’t measure the goal, how will you know when you have attained it? Measuring the progress of your goals, especially those that are big or involved will often help you stay the course when you might otherwise become discouraged.

Is it a goal that will motivate you? If the goal is not going to inspire you to complete it, then it is not truly a goal. One way to check in with the motivation of choosing this goal is to ask yourself why you want to achieve it, and how you will feel upon completing it.

If you don’t have a good reason, then perhaps this is not the right goal for you.

A – ACHIEVABLE AND/OR ACTION-ORIENTED Is there a reasonable expectation that you will be able to achieve this goal? That is not to say that it shouldn’t be a stretch for you to attain, but rather is there an expectation that this goal can be completed.

A great way to check if the goal is achievable is to visualize yourself attaining the goal.

Determine what are the actions required on the way to completing this goal. Without an action plan, you may find yourself going in circles, never moving closer to what you want.

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R – RELEVANT AND/OR REALISTIC Is this goal something that you want to achieve or are you choosing it because of someone else’s need or desire? While you may share a common goal with someone like a spouse, family member or employer, it is vital that you feel that the goal is important to you.

T – TIME BOUND It has been said before that a goal without a time limit is just a wish. I couldn’t agree more, as I have found that those of my coaching clients who have set a time limit on the completion of their goals have more success than those who wander around expecting that some day the goal might be fulfilled.

So to recap on creating SMART goals here are two examples of ‘unsmart’ goals; “I want to lose weight” or “I want to travel,” while both are important goals to the people concerned, neither is specific enough.

If it is not specific then it is much more elusive to attain, whereas stating “I want to travel to India” makes it easier to pin point what the actual goal is. A further way of enhancing the goal is to state that “I will travel to Bombay, India for a two-week vacation with my family by December 10, 2008.”

Now, if I was to call this person on December 11, 2008, I should be able to measure by their response whether they had met this goal.

For the weight goal, stating “I will lose 25lbs by exercising 30 minutes three times a week and giving up candy and pop, by November 16, 2008” would make it more SMART. I have often heard from clients early on in our coaching relationship that they are reluctant to make goals, and when asked why, I have typically heard at least one of the following responses.

1. What if I can’t obtain this goal?

2. What if it is not possible to attain this goal?

3. What if it is the wrong goal?

4. What if I actually achieve this goal, then what will I do? (I find this one amusing, as you can never run out of goals if you really think about it) First of all, I believe it is important to pick goals that truly inspire you. Don’t take up a goal merely to please someone else or it will not only be a struggle for you but an empty feeling once achieved.

It is also imperative to pick goals that are worthy of you. What do I mean by this? Well, choose goals that will stretch you and allow you to grow.

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Jump in and see what happens That is not to say that they should all be big, mammoth goals like trekking up the Himalayan Mountains or crossing a desert, but whatever you chose to go after should be worthy of your time, effort, resources and expectations.

My response to the question concerning going after the wrong goal is that there is no failure here. At the very least, you will discover what you don’t want, but at least you aimed for something.

If you start thinking that you won’t be able to attain a goal before you even get started, then you have set yourself up to not achieve it. You are already programming yourself to miss the mark. Why not jump in and see what happens?

As for the concern about actually achieving the goal and wondering “then what?” I can assure you that you will never run out of big or small goals if that is what you intend. There is so much to offer in this world that there is an abundance of goals to be accomplished if you decide you want to do this.

So start thinking what you want to ‘have, do and be’ in the time you have remaining.

Sharon Worsley, CEO of Live With Intent, is a personal leadership coach and motivational speaker. Her signature keynote ‘Live By Choice, Not By Chance’ assists individuals and organizations to become clear on how they can ensure the quality of their life or organization. Sharon can be reached at: sharon@livewithintent.com.

Ed. Note: We received such great response to our May Food Issue, here are a few more food related tidbits...

An apple a day keeps the doctor away This well-known piece of dietary advice may be an early forerunner of the current belief among dieticians that our health can be improved by eating five portions of fresh fruit and vegetables daily. In 1866, a proverb from Pembrokeshire, quoted in Notes & Queries, ran, “eat an apple on going to bed, and you’ll keep the doctor from earning his bread”. In rustic Speech (1913) E.M. Wright quotes a West Country expression with similar meaning, “Ait a happle avore gwain to bed, An’ you’ll make the doctor beg his bread.”

Baker’s dozen Thirteen items make up a baker’s dozen, one more than the traditional twelve. The practice and the expression date from times where bakers were subject to large fines if they sold bread that was underweight. To avoid this, they provided surplus loaves known as “inbread.” The thirteenth loaf in a baker’s dozen was called the “vantage loaf.”

It’s all about barbecue When Christopher Columbus led his expedition to the Caribbean in 1492, he and his men encountered many new practices and customs. One of these was a method of cooking meat and fish on a framework of sticks and posts above a fire. The local word for this type of cooking was barbacoa, which that first Spanish expedition brought back to Europe when they returned. By the seventeenth century, “barbecue” had entered the English language and in due course the device on which food can be cooked outdoors was extended in meaning to include the social occasion at which food was served.

Why do we roll out the red carpet?

The red carpet treatment dates back to the 1930s, when a carpet of that color led passengers to a luxurious train, the Twentieth Century Limited, which ran between New York and Chicago. The Twentieth Century was the most famous in America and was totally first class with accommodation and dining car menus that were considered the height of luxury. Walking the red carpet to the train meant you were about to be treated like royalty.

Source: Now You Know – The Book of Answers, Doug Lennox.

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Reading your listener’s clues

BY STACEY HANKE

Paying attention to the right things ver the years I have learned a very important lesson, avoid getting caught up in reading my listeners. I once misread one of my listeners’ non-verbal cues. As I began my workshop with a group discussion about the day’s agenda and expectations, one individual in particular stood out. He was leaning back in his chair with his arms crossed. Whenever I would look at him, he would quickly glance away. This continued throughout the morning. In addition, his neutral facial expression made him appear bored and even distracted at times.

I approached him during the first break and asked him his impressions of the workshop. He told me he had found the information practical and useful. He also told me the videotaping was eye-opening for him. I was stunned. What I thought I was seeing was so different from the reality. It was interesting as I observed him after he told me that, I could detect subtle cues that showed he was taking in what I said.

I continue to experience similar scenarios at times in my workshops and keynotes. I know from experience people listen and learn in different ways. People can display some unusual facial expressions and posture as they listen and learn.

Knowing what to look for will better prepare you to accurately read your listeners non-verbal cues. Be careful of making assumptions too quickly based on only what you see. I have learned to identify which non-verbal cues I need to pay attention to and what to do about them.

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WHEN DO YOU NEED TO DO PAY ATTENTION? • When you see a definite shift in someone’s behavior.

You may have someone who constantly smiles and nods their head as you present information. Suddenly they seem to have a scowl and have begun to avoid your eyes when you look their way.

• When several individuals look concerned or confused.

• When several people start nodding off or looking at their watches.

WHAT CAN YOU DO? • If you have concerns about an individual, have a conversation with the person during a break. Politely ask them how they feel the presentation, meeting or conversation is going. Until this conversation takes place, you should continue to include him or her with your eye contact.

• If several people look confused or concerned, ask if there are questions, concerns or thoughts anyone has.

• If several people begin to nod off or fidget, it may be time for a break.

• Begin to realize you may not have 100 percent listener attention all the time. Only react when it is really necessary. Avoid reacting too quickly to non-verbal cues.

• Be wise about your interventions.

It would be a perfect situation if every person you spoke to looked back at you with a smiling, friendly face. That is not reality. There is no need to panic or immediately intervene the next time you see a person with closed posture, leaning back in the chair, or hardly looking at you. It could simply be the way someone looks as they listen and learn.

Stacey Hanke is an executive consultant, author, coach and speaker with 1st Impression Consulting, Inc. in Chicago, Ill. Contact her at: stacey.hanke@1stimpressionconsulting.com or (773) 209-5970.

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July-August ’08

Planner education by association ABOUT ASAE The American Society of Association Executives (ASAE) in Washington, DC, is an individual membership organization made up of more than 22,000 association executives and industry partners. Its members manage leading trade associations, individual membership societies, and voluntary organizations across the United States and in 50 countries around the globe. It also represents industry partners who supply products and services to the association community.

On the Web: www.asaenet.org ABOUT MPI Established in 1972, Meeting Professionals International (MPI) is the largest association for the meetings profession with 20,000 members in 66 chapters and clubs. As the global authority and resource for the $102.3 billion meetings and event industry, MPI empowers meeting professionals to increase their strategic organizational value through education and networking opportunities.

Its strategic plan, Pathways to Excellence, is designed to elevate the role of meetings in business via:

When is it time to exercise? Anytime!

We all know that exercise can prolong our lives, but many people say they simply do not have the time.

In our busy routines, it may be difficult to find an hour or two everyday to go to the gym or take a fitness class. There are many opportunities to exercise throughout the day, we just need to look for them.

What can we do? Here are some July-August ’08

creating professional development levels to evolve member careers to positions of strategic understanding and influence; influencing executives about the value of meetings; and ensuring MPI is the premier marketplace for planners and suppliers.

On the Web: www.mpiweb.org ABOUT PCMA The Professional Convention Management Association (PCMA) is the professional resource and premier educator for the meetings and convention industry. Founded in 1957, PCMA represents the interests of over 5,000 meeting management executives from associations, nonprofit organizations, corporations, independent meeting planning companies, and multi-management firms who recognize the importance of meetings to their organization. PCMA empowers members with the tools they need to succeed as meeting professionals and to promote the value of the industry to their organizations and the general public.

Headquartered in Chicago, PCMA has 16 chapters throughout the United States and Canada.

On the Web: www.pcma.org

ABOUT SITE Incentive industry professionals from around the world can join The Society of Incentive & Travel Executives (SITE), the only international, not-for-profit, association for the business professional devoted to the pursuit of excellence in incentives and motivational events.

SITE provides educational seminars and information services to those who design, develop, promote, sell, administer and operate motivational programs as an incentive to increase productivity in business. SITE has more than 2,100 members in 87 countries, with 35 local and regional chapters.

Members represent corporate executives, incentive companies, destination management companies, travel and event planners, official tourist organizations, transportation companies, hotels and resorts, cruise lines, trade publications, and supporting organizations such as restaurants and visitors attractions.

On the Web: www.site-intl.org

ideas for the “semi-active” planner: • We can take the stairs instead of the elevator.

• Park your car a few blocks away from where you are going.

• Cut the lawn with a manual mower.

• Sweep the floor with a broom instead of a vacuum.

• Wash dishes by hand rather than using a dishwasher.

• Walk to get your newspaper – don’t have it delivered to your door.

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HOTELS CAN’T FLY WITHOUT AIR TRAVELLERS

HOTEL STOCKS PLUNGE AFTER ANALYST’S PREDICTION OF TOUGH TIMES TO COME So, how much influence does the media have? Several hotel stocks hit 52-week lows Tuesday after an Oppenheimer analyst said the lodging industry continues to weaken, though he predicted some hotel operators will be able to survive better than others.

Shares of hotel companies have mostly declined in the past couple of months as high gas prices and rising airfares have hurt demand at the same time that hotel supply is expanding.

Oppenheimer analyst David Katz said upscale and urban-focused companies like Gaylord Entertainment Co., Starwood Hotels and Resorts, Morgans Hotel Group and Steiner Leisure Ltd. stand the best chance of outperforming, despite a drop-off in corporate travel. Katz gave a “Perform” rating to Choice Hotels International Inc., Marriott International and Orient-Express Hotels Ltd., which means he expects their stocks’ performance to be in line with that of the S&P 500.

Here’s how some key hotel stocks were trading in mid-July: • Gaylord Entertainment Co. fell $1.27 to $20.07, after hitting a nearly five-year low of $19.78.

• Starwood Hotels and Resorts rose 17 cents to $37.93, after dropping to $36.73, its lowest price in roughly four years.

• InterContinental Hotels Group rose five cents to $12.89, after hitting a four-year low of $12.69.

• Marriott International fell 20 cents to $25.73.

On the Web: www.opco.com

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The latest analytical data from PKF Hospitality Research finds U.S. hotels could face a decline in lodging demand greater than that faced during the aftermath of the 9/11 terrorist attacks in 2001.

In the worst-case scenario, a 1 percent decline in the number of seats flown within the U.S. will result in a 0.39 percent decline in the demand at the nation’s hotels. This would translate into approximately 40 million fewer room nights occupied, or $4.3 billion in revenue, on an annual basis. If airline capacity is reduced by 10 percent, as some have suggested, then lodging demand would fall 3.9 percent. In 2001, the decline in lodging demand was just 3.3 percent according to PKF.

ALOFT MONTREAL AIRPORT OPENS Starwood Hotels & Resorts Worldwide, Inc. and its new lifestyle brand, aloft hotels, recently opened the the aloft Montreal Airport hotel, the first aloft to open anywhere in the world.

Developed and owned by the joint venture between Silver Hotel Group and Northampton Group Inc., the 136room aloft Montreal Airport will offer a variety of intuitive technologies, atmospheric public spaces, and a whole array of guest amenities. Created for today’s traveler, aloft hotels are modern, fresh and fun, with loft-inspired design and free-flowing energy, a company release said.

“The sleekness and dynamism of the aloft lifestyle complements the sophistication and style of Montreal, where we are proud to make our global debut,” said Brian McGuinness, Vice President of aloft and element hotels worldwide. “Youthful-minded travelers will appreciate the aloft brand’s emphasis on creativity, culture and fun.” aloft Montreal Airport is located near the Trudeau International Airport, just 20 minutes from downtown Montreal.

Among the aloft hotels scheduled to open soon are in Las Vegas, Nevada, Toronto, Canada and Beijing, China.

On the Web: www.alofthotels.com.

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RENEGOTIATING IS THE NEW GAME As many American hotel suppliers see demand softening, travel buyers at some companies have said hotels are starting to use a word not heard so often – renegotiate.

One analyst recently said that it might be more difficult for the lodging industry to weather current economic conditions without corporations as a crutch. And Marriott’s chairman and CEO J.W. Marriott Jr. recently said that businesses are cutting back and added that corporate rate negotiations will be challenging for the hotel company.

Because of the recent economic turn of events, there will likely be a small window of opportunity for some travel buyers. Some buyers have reported receiving unsolicited mid-year renegotiations and a less firm stance on rates by suppliers compelled to accommodate corporate customers.

Analysts and some major hotel companies are predicting a decline in revenue per available room and occupancy during the second half of the year, and have expressed some doubt about the lodging industry’s prospects, potentially impacting the negotiating season.

Sudoku

Sponsored by the Centre Mont-Royal Fill each square with a number from 1 to 9 so that every number appears only once in each row, column and cell.

SOME SUDOKU RESOURCES ON THE WEB: • www.websudoku.com •www.sudoweb.com •www.dailysudoku.com •www.sudokupuzz.com

HOLIDAY INN FAMILY OF BRANDS DOMINATES CANADA’S MID-SCALE PIPELINE InterContinental Hotels Group’s Holiday Inn family of brands has the largest pipeline of all mid-scale brands in Canada, with 52 hotels (5,350 rooms) and 42 of those flagged as Holiday Inn Express.

Future locations of Holiday Inn and Holiday Inn Express hotels in Canada include major markets like Calgary, Edmonton, Toronto and Montreal. Secondary markets such as Truro, Nova Scotia; Prince Albert, Saskatchewan; and Slave Lake, Alberta have also been targeted for growth.

On the Web: www.ihg.com

LEVEL: EASY LEVEL: INTERMEDIATE

Solution, page 26 Solution, page 26

WYNDHAM GARDEN OPENS IN TORONTO Canada’s first Wyndham Garden has opened in Toronto. The 290-room Wyndham Garden Hotel Toronto, located at 185 Yorkland Boulevard, is the result of an extensive and impressive renovation to the former Ramada Hotel and Conference Center Toronto.

Most impressive is its more than 14,000 square feet of meeting space, part of the multi-million dollar renovation the property recently received. There is also a private landscaped outdoor garden that can host weddings and special events. The hotel is also 100 percent smoke-free and equipped with many other amenities.

On the Web: www.wyndham.com

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Best advice Contest

Feed them well and they will forgive everything else.

P. Frank

Ed. Note: We recently asked our readers to tell us the best advice they ever received. Below are some of your responses. We couldn’t print them all, but thanks to everyone who participated.

AND THE WINNER IS...

The best advice is to treat everybody with the same degree of respect, from the housecleaning crew to the client.

Everything is equal and if you treat people the same way you expect and deserve to be treated, you will have successful events and satisfied and repeat clientele. Also, the people who work events also work WITH me as opposed to FOR me – without their expertise, I could not satisfy my clients and meet or exceed their expectations.

Beverly Dankner, Event Specialist, A Matter of Taste

BEVERLY

WINS A TWO-NIGHT STAY ON THE

Always confirm a service before informing the client. It is so tempting to want to wow the client with an idea, but if the idea turns out to be impossible to action, the client is disappointed. Always research first so you can wow them with confidence later.

Lynne Petit The best advice that I have received when it comes to planning events, etc. is to make a to-do-list of everything you could possibly think of that needs to get done, then break the list down by months, weeks, or days (depending on the event). This way, it makes things manageable and not seem so overwhelming. You can also use this list to delegate. The most important thing in life when it comes to planning is to remember the three Ds … Do, Delegate or Dump!

Pam Barker Plan your work – work your plan.

Ahmed Mutaher

Plan your event or meeting to a budget amount which is at least 10% less than your actual budget. This will allow for those little last minute extras and finishing touches.

Cindy Paquette

Review the BEOs diligently and then go over them with the hotel staff just before the event begins. Be sure you know who your contact will be at the hotel during the event because it may not be the person with whom you have been dealing on the sales part of the agreement. Walk through the venue to be sure it is set up to your liking. We just had an event where the rooms were all set but the floors had not been swept or vacuumed and the room looked awful. Fortunately, the situation was corrected before our guests arrived.

Pamela Wilson

Hire only the best support staff and professional suppliers.

It makes you look good.

Cheryl Mottershead

Communicate, communicate, communicate...with customers and suppliers... be honest and ethical!

Barbara Jacklin

The best advice was: Never take anything for granted, always check more than once.

Chantal Montpetit

The best planning tool I was shown as a student was the event run sheet or minute-by-minute. A critical planning tool, the Event Run Sheet ensures every detail is looked after and coordinated and that everyone involved in the event knows what’s happening, when and who’s responsible.

Caroline Aston

MARRIOTT CHÂTEAU CHAMPLAIN HOTEL IN MONTREAL. THANK YOU TO OUR SPONSOR!

CONCIERGE FLOOR OF THE

Never assume anything! If you are not sure, ask the question.

Isabel Stengler You can’t be too organized when planning an event. Make sure that everything is covered off and recheck everything.

Keep everyone involved in the loop. Be prepared for last minute changes and build flexibility for possible change into your plans. Keep calm no matter what and remember that you catch more flies with honey than with vinegar, so be nice to folks and keep your sense of humour.

Annette Maggs 18

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Be prepared. Plan and implement as much in advance as possible so there will be no panic when changes occur.

Margaret Chartrand Never to assume anything!

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Josée Lessard

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Expect that final numbers will fluctuate by plus or minus 10% and be prepared for that eventuality. Never be caught without enough, especially if you will be “offsite” (not in a hotel or rental hall), where you need to be sure that you have ordered enough wine glasses, plates, cutlery, etc.

Nancy Kenwood The best advice was that when things go wrong, and they always will, remain calm and address the problem right away.

Nothing is ever so earth-shattering that it can't be repaired one way or another. I’ve lived by that rule ever since.

Joanne Langevin You can prepare all you want – and you should be fully prepared – but something will always go wrong and you just need to be prepared to solve what comes up as it happens.

Hope for the best, prepare for the worst and bring the tools onsite to solve what comes up as it happens.

Lesa

Always arrive early and check everything twice.

Marion Fuller Always be prepared. Take time in the early planning stages to think of every “what if” and have a back up plan – you’ll be confident knowing you’ve got it covered. Also, keep detailed notes and lists to work from – they’re great to work with and vital for post-event de-briefings.

Cathy Grozdanovski Create a “Plan B” for every event and portions within your event and ensure others know what it is. Never leave home without your own “toolkit” (flashlights, batteries, screwdriver, “sticky tack”, portable radio, etc) – definitely came in handy during the great “black out” a few years ago!

Wendy Baker Pay attention to the small details. They are what separates a well planned event from the wannabes.

Kathryn Dafos

You can’t make everyone happy!

Michelle Nicholls Don’t take advantage of your suppliers’ good will, especially concerning a fam trip they have put together.

A written thank you goes a long way.

Roblynn Hunnisett

Always keep a living file on the attendees for every time a meeting has been planned, you can always refer to the information compiled on the guests and you can cater to their needs / preferences without having to ask again or to make an error.

Information can be as diverse as dietary restrictions, favourite foods/drinks, restrictions due to religious or culture, etc.

Leslie Ainsworth

You must be very flexible because plans are constantly changing.

Roll with the punches and remain calm- things may even turn out better than originally planned!

Valerie Presti Take advantage of the Concierge. His local knowledge and contacts are usually better than anything you will find on your own and you have your answers immediately.

Rick Kritschgau My mentor once told me “always strive for triple C – calm, cool and collected.” There is nothing worse than your customer seeing you look panicked or flustered. By appearing calm and in control, you elicit confidence from your customers.

Marianne Fotia The best advice I received was early in my career: You must always confirm details of your event no matter how confident you are with your vendors/suppliers/entertainment, etc. With all of today's hi-tech gizmos and gadgets (Blackberry, cell phone, e-mail, etc.) human error can lead to a mistake with dates, times, locations,and so on. I always confirm with receiving a hard copy (via mail or fax) and then reconfirm all the details via telephone or e-mail confirmations.

Cindy Weir July-August ’08

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Theme work can make a meeting unique and unforgettable for all

BY LAURA GRANATA

oday’s meetings are a long way from the days of organizing a company picnic and grilling a few hot-dogs.

Today, meetings are big business with big expectations.

There is an undeniable need for creative and innovative ways to communicate and motivate a company’s sales force.

A sales meeting is THE place to connect and feel a bond with a company. It is THE place to learn, share, improve, celebrate, recognize achievements and launch new ideas and programs. It’s THE place that sales people look to for helpful seminars and key information that will help in the company’s success and ultimately in their personal success. Whatever the reason for the gathering, more and more companies are investing more time and money in this very valuable event.

There is an abundance of types of events that can range from small “on the road” meetings, major marketing launches, sales training, to employee recognition programs. Whatever the reason may be to organize a themed corporate event, the idea is to create a memorable and effective event that will be the topic of positive conversation for quite some time.

Bottom line: If the meeting is well organized and produced, the event will serve to strengthen and motivate your sales team and ultimately bring power and success to your business.

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OUT-OF-THE-BOX “THEME WORK” As the company’s event planner, it’s up to you to create the magic of the meeting with a theme that connects with your sales force. Just as TEAM WORK is a fundamental element for success in business, THEME WORK is the key to the success for unforgettable sales meetings.

Professional event planners recognize the importance of thinking Out-of–the Box when it comes to planning themed events. People quite simply want to experience something unique and unforgettable. The old “been-there-done-that” doesn’t do the trick to help establish an experience that can enable and motivate. You’ve got to WOW your team so themed event budgets can easily reach important amounts for today’s companies. It is an investment that offers an effective platform to communicate the essential strategies of the corporation. After all, the themed event is where people are recognized and business ideas evolve together towards goals and objectives. So it is no wonder that “wining and dining” the greatest company investment — its own people — or gathering the troops in a tropical destination are recognized ways of acknowledging the importance of these events.

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If Corporate Social Responsibility is a key message and direction that your company is trying to enforce then GREEN is your theme. Green Meetings is a current emerging theme idea. Destinations can be selected that are green-oriented.

Environmental options are offered by hotels and meeting venues that are inviting to socially aware companies.

Professional event organizations offer a fantastic assortment of activities and courses that motivate, inspire and educate sales groups of all kinds. For example, the exciting team work experience of Whitewater Rafting is one way of building team dynamics. Maybe your company would dare with a scavenger hunt through an exotic jungle or the streets of Paris for a Mystery Treasure while sharpening information management and achieving challenging goals. How about a sales meeting that pampers the team in a luxurious 5 star-resort. Here the sales team will experience a true sense of worth. Isn’t it a wonderful coincidence how the greatest ideas emerge when the soul and physical spirit feel appreciated? It’s simple…team building activities and exciting venues build morale which then nurtures success.

CONTENT CREATION Great…you’ve come to the decision of a unique and meaningful theme. All it takes is two or three key words and all the pieces come together. A few words that create a title and suddenly everything takes on a clear direction; the venue, the activities and even the menu!

These key words, the meeting theme, are the key to a successful and unforgettable meeting. The theme is also the basis of all the audio-visual presentations. It is the inspiration for the speeches. It is the igniter of all that is seen and heard at the meeting like the PowerPoint presentation, videos, graphics, music, entertainment, décor, menus and all activities. The link, i.e. the theme, is what unites the group and leads toward one GRAND message. It may be the message of building the momentum to be #1 in the industry or it may be to be leaders in Corporate Responsibility. Whatever the theme, writing a high-performance sales meeting means making that theme crystal clear through a variation of communication techniques.

Enter the speech writer. If writing your speech seems to be a laborious chore, then you can be sure that the recipients of your speech will find it to be just as much of a laborious task to listen to it. Investing in a speech writer is an effective way of assuring that the tone of the meeting is set right from the GET-GO. An effective speech writer does not write in one-dimension.

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Teamwork is key The writer incorporates all the dimensions of the meeting including audio-visual elements like the PowerPoint presentation and specifically created motivational videos that set a tone of excitement and communicate clear objectives. That is why the selection of the writer is very important. The writer should become an invisible extension of the presenter and his or her presentation. Ultimately a script is created that pulls together an unforgettable experience for the audience.

For this reason, the writer should never be exempt from the audio-visual presentation. The writer and the presenter should work all the elements together to communicate an exciting message. For example, an experienced writer knows that the PowerPoint is an extension of the speech not a repetition of what he is saying. It is visual support for what the speaker wants to communicate.

Today, most anyone can put together a PowerPoint presentation. But not everyone can CREATE an effective and unforgettable visual experience that strengthens the very important message that the speaker wishes to communicate.

The whole package of speech and audio-visual support is what builds excitement and peaks interest.

Another very important role for a complete speech writer is the incorporation of video elements to the speeches and to the meeting. Creativity comes in so many forms and

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motivational video productions are the perfect way to awe an audience and keep the exciting rhythm of the theme flowing.

It is amazing what a few videos can do to animate and inform an audience. Most importantly, the videos reinforce in a very effective manner, the sales meeting objectives and theme.

Writing a high-performance conference is more than spelling out objectives and strategy plans. It is creating a script that clearly communicates the themed event in an unforgettable way! Hiring an event planner and script writer to organize a themed event, whether the corporate event is small or large in scale, can ensure that the company’s objectives are communicated effectively. Simply put, the planning and writing professional is there to help sales meetings become a gathering to inform, motivate, reward, recognize and educate sales professionals in a dynamic and highperformance way!

••• Laura Granata is owner/operator of Laura Granata Communications & Events.

Laura Granata Communications & Events offers a creative spirit of styling events and excels at bringing communication art forms expressively together. Specialties include the creation and production of sales meetings and corporate special events, development and implementation of marketing and communication plans, effective speech writing and innovative corporate video and multi media production services.

Laura Granata can be reached at (514) 324-2425 or e-mail her at: lgranata@sympatico.ca

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For your eyes only... you hope

BY JYL ASHTON CUNNINGHAM, CMP

How to protect your confidential information rotecting confidential information has become somewhat of an irony in the past couple of decades. The higher the demand for “express” information (on-line banking, Googling, swipe cards, portable communication devices, etc.), the greater the chance of personal identity and intellectual property theft. Anyone wishing to remain anonymous these days has little or no chance to do so. However, using basic care and attention while on-site can avoid information loss and potential embarrassment or even legal action. While some of the following advice may seem obvious, several recent personal on-site studies proved that even the most professionally run events fall sadly short of basic privacy protection.

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It takes a couple of seconds for a thief to distract a registration attendant while an accomplice fishes items out from under the table. It happens on a regular basis in all types of venue, with the inevitable same result; disbelief from the victim that anyone would do such a thing.

Follow these simple steps to secure the registration area.

• Only keep the absolute essentials in wallets, purses and briefcases. One credit card, one photo ID, a small amount of cash for tips and one debit card is the most any of the event team needs to carry on site.

• Use a purse with a shoulder strap and wear it satchel style at all times – it’s easy to manage and doesn’t need to be put down if something requires attention or the use of both hands.

• Ensure that company phone cards distributed to the team are PIN protected, with the number being kept separate from the card itself.

• Politely decline to look after any personal items for delegates, colleagues or volunteers. Make it a written requirement in the delegate package that luggage is left with the bell captain or in hotel rooms, not in the care of event staff.

WALKIE TALKIES Walkie talkies serve a valuable purpose for large sites and multi-room events, however they should only be used when absolutely necessary. Acceptable uses are: emergency contact with venue and event staff; pinpointing the location of a co-worker; or giving a heads-up to others when delegates are arriving/leaving an area en masse. Unacceptable usage would be personal conversation and comedy routines; reprimanding or talking about a team member; discussion of event strategies; sharing of personal information; or announcing the arrival of a VIP in a particular location. All these no-no’s run the risk of releasing confidential information. Walkie talkies are the easiest form of communication to intercept on site – the “chatter” heard over the channel generally means that other people have tapped into the same channel and can hear everything that is being said.

THEFT OF AUDIO VISUAL EQUIPMENT The most common thefts on site after purses are laptops and other unsecured audio visual equipment.

Ultimately, the client is held responsible for paying for any lost or stolen equipment, so write into any audio visual contract that laptops must be locked to a static or difficult to move item, such as a large table.

Alternatively, the technician should remove and store them between sessions, when the room will be left unattended. Projectors are a little more difficult to steal, however they regularly disappear as do LED lights and other small equipment. Overnight security is always recommended, however daytime security is often overlooked and can be even more necessary among large crowds and constant room switches.

REGISTRATION DESKS – NOT FOR LEFT LUGGAGE The function of a Registration desk is to register delegates, however the area is just as commonly and mistakenly used for under-desk storage, creating a haven for thieves and the loss of confidential information. Whilst most registration desks tend to be the more secure kiosk variety, skirted registration tables in the hallway are still very common. Just look under any such table and it is almost guaranteed to see purses, delegate briefcases (or even luggage), laptops and event binders stuffed under there for “safe keeping.”

PROTECTING PRIVATE DATA It is said that one of the best techniques for keeping data private is based on the Need To Know guideline.

The more people that have access to information, the less secure it will be. Ironically, while event management companies keep most client files in protected files, the information that most staff have access to both in the office and on site is the delegate list, which often contains credit card information and cell phone number, neither of which is regularly accessible to the public under the PIPEDA Act.

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Ask delegates to cancel room cards at check-out A disgruntled employee (someone asked me the other day if I had ever seen a gruntled employee) could feasibly pass the information into undesirable hands.

Likewise, a delegate or competitor could access contact information if databases are left open and unattended at registration desks.

External drives are relatively inexpensive (about $150 for more memory than is likely to be needed) and are invaluable at registration desks, where important delegate information is commonly known to be stored.

Removing the drive and designating a responsible person to keep it safe (have a back up external drive with another team member just in case) ensures that the main computer remains data-free. If computers are rented, be sure to delete all information from them before returning to the rental company.

While Zero Waste events are becoming more common (requiring all event materials to be removed from on-site back to the office) it is highly recommended to rent a shredder for recycled data that will be left on site. Make sure the material is shredded against the typing direction (difficult for landscape formatted documents), as personal information can easily be read from parallel shredding.

HOTEL ROOM SWIPE CARDS While one school of thought warns that hotel room keys contain personal data including credit card information, several published articles from reputable sources have disputed what is believed to be computer rumour and that the key holds nothing more than the room number. Since there is currently no hard and fast evidence to support either theory, simply remind all delegates when they check out to return room keys and ask for them to be cancelled in front of them.

Several hotel chains were interviewed regarding the length of time that credit card information stays on file

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after check-out. The most common response was that the information automatically cancels on check-out, however from personal experience, several charges have shown up on credit card statements often erroneously and without any back up receipt being sent, for parking and other miscellaneous charges.

Always check statements carefully and dispute any unauthorized charges.

The unfortunate fact is that no matter how careful the planning process, or how secure the management of confidential material, information leaks will inevitably occur.

The key is to bring as little sensitive information on site as possible and allow access only to those people who really need it. Exercise caution and diligence in the handling of equipment and data, and consider researching additional insurance against their loss or theft.

Jyl Ashton Cunningham, CMP, is an independent meeting and special event planner based in Oakville, Ontario, and associate editor of The Planner, Ontario. Jyl welcomes your comments and can be reached at jashton@theplanner.ca or info@jaacevents.com.

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Learn, unlearn and relearn

BY ISABEL STENGLER, CMP he ability to Learn is mankind’s most important mental function. Learning relies on the acquisition of different types of knowledge which leads to the development of new capacities, skills, values, understanding, and preferences.

Conscious learning is a capacity required by students, is usually goal-oriented, and requires motivation. We should count ourselves fortunate that not all learning is conscious, goal-oriented and requiring of motivation, especially once the anxiety of writing final exams passes and we enter the real world of business!

Life-long learning… we hear this phrase quite regularly. How often have you said in a surprised manner: “Wow, I’ve learned something new today!” It is never too late or too soon when it comes to learning. This especially applies as our environment evolves so rapidly with advances in technology, consumer behavioural modifications, market fluctuations etc. The world has truly gone global, becoming ever more accessible.

To keep pace, we need to be open to new ideas, decisions, skills and behaviors. We need to step outside of our normal circle and learn about related topics such as psychology, marketing, customer service, communication, technology and economics. We should travel, expose ourselves to different cultures and learn foreign languages. As a result of continuous learning, be it directly from within our profession or outside our normal circle, we expand our horizons and enrich our lives.

Learning is a natural process for all human beings.

Often we learn subconsciously by watching and listening to others. “Unlearning and relearning”… or teaching an old dog new tricks… is a much more difficult task for the majority of us.

It is easy to become set in our ways, to keep perpetuating the manner or fashion in which we accomplish tasks, instead of looking for ways to improve. We all should periodically take the time to reflect if how we work and how we behave still seems logical. Especially from a planner’s perspective, we should adapt to new trends that will allow us to be more efficient in our daily work and improve our service performance.

As part of a meeting professional’s life-long education, you should bookmark your agenda for industry educational events that provide opportunities to learn, network and exchange. In addition to specific plannertype professional association events, such as the Canadian Special Events Society (CSES), Association of

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Corporate Travel Executives (ACTE), Society of Independent Show Organizers (SISO), Canadian Society of Professional Event Planners (CanSPEP), and many others, you may want to consider attending MPI (Meeting Professionals International) activities.

The World Education Congress (WEC) is an annual meeting for a variety of planners and suppliers which has become one of the most important industry events in North America. The next WEC will be held at the Mandalay Bay Resort & Casino in Las Vegas from August 9-12, 2008. The main focus is to engage all participants in discussions about the future of the meetings industry. It is impressive to see the high degree of interaction that is built into the program, creating outstanding peer-to-peer networking opportunities.

CONVIVIUM TAKES PLACE NOV 9-12 IN LAVAL An event tailored specifically to meet the needs of Canadian meeting professionals is CONVIVIUM. The conference, hosted yearly by MPI Montreal, was initially developed as a means of providing education in French for a Quebecois audience. CONVIVIUM 2008 will be a bilingual conference for a diversity of planners and suppliers and from all learning levels. From November 9-12, 2008, over 250 participants from all over Canada are expected to convene in Laval, Quebec to learn about the latest trends, discuss current and potential challenges and engage in an interactive exchange of ideas with colleagues.

To learn more about this educational opportunity, visit: www.mpimontreal.com.

Plenary sessions are focused on timely topics such as events as marketing tools, European marketing trends, protection of intellectual property in our industry and the impact of Web 2.0 on the meeting’s industry. We have invited locally and internationally renowned speakers to present on these topics including Gilbert Rozon, the Founder and President of the Just for Laughs Festival.

Qualification and education through formal channels are still essential parts for the majority which provides a solid basis for life-long learning. Obtaining CMP or CMM certification or certificates in tourism, hospitality and leisure sciences are great opportunities to create this foundation to succeed in the Meetings Industry.

CONVIVIUM 2008, WEC 2008 and other industry conferences may just be the perfect way to combine education with life-long learning.

Isabel Stengler, CMP, is the President of IS Event Solutions.

She can be reached at: isabel@iseventsolutions.com.

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Understanding how BEOs work

BY RACHEL COLEY, CMP Banquet Event Order (sometimes referred to as a Function Sheet) is the all-encompassing document produced by a venue that should include all of the details of an event. The document is distributed to each department in the venue and is the one that staff members follow to perform their respective duties. The BEO will be the working document during the operation of the event. Any changes necessary should be recorded for reference and back up documentation during the billing and final reconciliation process.

The catering or conference service manager in charge of an event will create the BEO using the information that has been discussed and agreed upon in the event planning process. It will repeat the pertinent parts of the original signed contract, however it may supercede this as details have evolved or changed.

It is critical to review this document line-by-line and item by item to ensure that the details are accurate. The more complex an event the more detailed the BEO will be. Therefore, if the event is a half-day meeting with minimal set-up and tear down, audio visual and food & beverage requirements, two or three pages usually suffice.

Regardless of the simplicity or complexity of the event, it is essential to have a systematic checklist and to cross-reference this against your own documentation.

It is also important to have a copy of the most up to date agenda for the event to ensure that any last minute changes for event timing have been communicated to the venue.

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ESSENTIAL CHECKLIST: • Check the day, date and time of the event • Confirm the name of the event as shown on the BEO • Discuss and confirm whether to post the company name on venue signs • Make sure that the load in or set up time is what the audio visual company has committed to and that sufficient time has been allocated for set up and tear down depending on the complexity of the audio visual installation • Check the original contract for the prices quoted or for negotiated concessions • Review the room set up details for accuracy, table style and set up (classroom, half rounds, etc.) and number of chairs required. Confirm whether pads and paper included at each place setting, together with a pitcher of water and glasses, if required • Confirm whether rooms are refreshed between sessions July-August ’08

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and whether an additional fee has been charged for this service (some venues only allow one refresh per day) • Review the guarantees for every function during the event. They may not necessarily be the same from day to day. The venue will base their catering counts on your guarantee. The guarantee is usually required 72 business hours prior to the event; however, some venues require one business week. Once a guarantee is confirmed with the venue, this will be the minimum number that the venue will invoice for after the event.

• Any special meals, dietary requirements or food allergies should be listed including individual names for each meal.

Additional instructions, such as whether to leave wine bottles on tables at dinner, or to offer a full wine service, should be noted on the BEO. The BEO will also include the instructions to the accounting department for preparing and sending the final invoice. To facilitate the tracking of final expenses when reconciling the invoice, a request should be made in advance to itemize the billing by category in Master Accounts, such as accommodation, meeting room rental, audio visual, food and beverage and miscellaneous expenses.

After reviewing the BEO and making any changes, sign and date each page, and return them to the venue.

Send a covering memo that clearly outlines any changes made and request the venue to up date the BEO and send the revised copies back for further checking.

Remember this is your event, therefore your responsibility. Take the time to read the BEO carefully. The venue staff refers to this important document over and above any schedule of events that may be produced by planners and/or suppliers.

A BEO is an allencompassing document produced by a venue that should include all the details of an event.

••• Rachel Coley, CMP, is a product buyer based in Oakville Ontario.

She is a regular contributor to The Planner and welcomes your comments. Rachel can be reached at: rcsltd@cogeco.ca.

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Websites of

interest

Recycling computers & other e-waste All major PC vendors have asset disposal programs to help businesses and consumers recycle computers and other e-waste.

Environment Canada reports that Canadians bury or incinerate 158,000 tons of obsolete computer and e-waste every year. E-waste includes computers, TVs and other electronic products.

While Canadian companies “lag behind Europe and the US,” according to Marc Perrella, IDC Canada Technology Group vice-president, when it comes to recycling computers, they donate more used computers to schools and charities and sell more to their employees than any other country.

To encourage businesses to recycle computers, Hewlett Packard will pick up any computer brand for a cost recovery fee. By 2007, HP has recycled one billion pounds of e-waste and has set goals to recover another billion pounds by the end of 2010.

Dell Computers is the only company to offer consumers worldwide a no-charge recycling service for its own computer equipment without requiring new product purchases.

To learn more about how to do your part, here are a few vendors to contact: Hewlett Packard - www.hp.ca/recycle Takes computer hardware and inkjet and laser cartridges for recycling for a fee Has free retail drop-off points for rechargeable batteries Has trade-in options Dell – www1.ca.dell.com/recycling Consumers: no-charge recycling for Dell equipment without requiring new product purchases.

Businesses: fee-based service for removing and recycling any used IT equipment Donating: National Cristina Foundation helps disabled and disadvantaged children and adults ANSWER MEDIUM SUDOKU FROM PAGE 17

ANSWER EASY SUDOKU FROM PAGE 17

August 28, 2008 Canadian Society of Professional Event Planners, 2008 Golf Tournament, Thornbury, Ont. Contact: www.cspep.ca.

September 1 – Labour Day

September 4, 2008 MPI Toronto Chapter, 30th Anniversary Celebration, Toronto, Ont. Contact: www.mpitoronto.org.

August 16-19, 2008 ASAE & The Center for Association Leadership, Annual Meeting and Exposition, San Diego Convention Center, San Diego, Calif. Contact: www.asaeannualmeeting.org.

August 21-23, 2008 International Special Events Society, Eventworld 2008, renaissance Vinoy Resort & Golf Club, St. Petersburg, Fla. Contact: http://isesew.vtcus.com.

August 26, 2008 MPI Ottawa Chapter, 9th Annual Golf Day, Grey Hawk Golf Club, Ottawa, Ont. Contact: www.mpiottawa.ca.

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September 23-25, 2008 Incentive Travel & Meeting Executives, The Motivation Show, Chicago, Ill. Contact: www.motivationshow.com.

October 5-7, 2008 Association of Corporate Travel Executives, ACTE Global Education Conference, Rome marriott Park Hotel, Italy. Contact: www.acte.org.

November 9-12, 2008 MPI Montreal Chapter, Convivium 2008, Sheraton Laval, Laval, Que. Contact: www.mpimontreal.com/en/convivium

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July-August ’08