There’s a really good piece by Sarah Beauchamp in the latest issue of Convene magazine featuring IAVM member Peggy Daidakis, who is the executive director of the Baltimore Convention Center. Daidakis, who was awarded the 2013 IAVM Lifetime Achievement Award, speaks about how she became the first U.S. woman to manage a national convention center.
One of my favorite parts of the story concerns customer experience, something that venue managers are constantly striving to make better.
“Because I came from the customer-service side, and not the nuts-and-bolts side, my focus was on a customer’s experience,” Daidakis said. “I was trained by Mayor [Donald] Schaefer to say, ‘Don’t give me the problem, give me the solution,’ and that’s what I kept telling my staff. You can complain all you want, but that’s not going to get us to a successful event service or help us become a premier destination. We want people to have a good experience when they get here, so that was what I was focusing on, and apparently that was something that was a little different. My focus was building a team that had a can-do attitude.”
Please visit Convene‘s site to read the rest of the story and to learn more about one of our members.
There are two styles of decision-making: intuitive and analytical. Bjørn T. Bakken, a researcher BI Norwegian Business School, wanted know which one was best in a crisis situation. Turns out, you need both.
“In a real crisis, you simply don’t have time to wait for sufficient information to build up a picture and analyse the situation,” Bakken said. “You need to make the initial decisions quickly, based on your experience-based intuition. As you receive more information, you can analyse your way to adjustments and more decisions. Those who make the best decisions in a crisis practice a flexible decision style that switches between intuition and analysis.”
Bakken had study participants sit in front of a simulator, where they had to make different types of crisis (e.g., natural disasters, accidents, and terrorist attacks) decisions. The decisions had to be made under time pressure and with a variety of resources, such as vehicles. More than 800 participants took part in the simulation.
Based on his study, he identified six pieces of advice for leaders and staff for crisis situation decisions.
“The organization needs to show that it values the work of each emergency response staff member and the experience he or she is accumulating,” he said.
“Staff must be encouraged to make decisions based on their experience combined with analysis. If you are short of time, you need to trust your intuition. If you have time to combine intuition with analysis, then do so.
“Most of us can develop an intuitive decision style by practicing (i.e., by gaining experience).
“Crisis handling exercises should be organized so that they encourage and require quick, intuitive decisions based on experience, rather than just testing people’s ability to analyse and comply with established guidelines.
“Organizations need good leadership, not more control, in order to develop the staff’s ability to make good decisions in a crisis.
“It must be understood and accepted that during a crisis staff may make decisions that later on prove to be wrong,” he continued. “Leaders have a responsibility to develop a learning culture in the organization.”
You can learn more about decision making during crisis situations at our upcoming Academy for Venue Safety & Security conference, Feb. 23-27, 2014, in Dallas.
(Image via Flickr: vaXzine/Creative Commons)
Dan and Chip Heath are the authors of the best-selling books Made to Stick: Why Some Ideas Survive and Others Die, Switch: How to Change Things When Change is Hard, and Decisive: How to Make Better Choices in Life and Work. As a fan, I subscribe to their e-newsletter, and they sent one today about resolutions and how to keep them. I thought I’d share their four tips with you.
Look for Your Bright Spots
“Psychologists tell us that we are wired to look at the negative. One famous study concluded that, when it comes to the way we think, ‘bad is stronger than good.’ So when it comes to changing our lives, we’ll tend to ask ourselves, ‘What’s the problem and how do I fix it?’ But often we can benefit more by asking a different question: ‘What’s working and how can I do more of it?’ In other words, we can learn from our own ‘bright spots.'”
Make One Change at a Time
“Self-control is the fuel that allows change to succeed, but it is limited. For that reason, you will have a better chance of success if you can focus on one change at a time. If you try to change jobs and exercise routines and relationship habits all at once, you are more likely to stall, because you’ve run out of ‘fuel.'”
Turn That One Change Into a Habit
“Habits are effective because, once established, they no longer burn self-control. (Think about how little mental energy it requires to take a shower, or make your morning coffee, or to carry out any of the other habits you’ve acquired.) You’ll be more likely to keep your resolution if you can turn it into a habitual behavior—something that happens in the same time and place on a regular cycle.”
Set an “Action Trigger” to Start Your Habit ASAP
“Let’s say you’re trying to exercise more. You might declare to yourself: Tomorrow morning, right after I drop off Elizabeth at dance class, I’ll head straight to the gym for my workout. Let’s call this mental plan an ‘action trigger.’ You’ve made the decision to follow a certain plan (exercising) when you encounter a certain trigger (the school’s front entrance, tomorrow morning).”
What’s your big 2014 resolution and how do you plan to stick with it? Please let us know in the comments.
My mobile phone died last week. It decided it didn’t like the system upgrade it was receiving, so it took itself out of circulation. In the process, it took me out of circulation as far as my social networking life was concerned. I could no longer check in on Foursquare, post photos on Instagram, or follow my friends’ fun times on Facebook. And let’s not even mention how all those cleared Candy Crush levels are gone, gone, gone. First-world problems, I know.
You may think that what I just described is a young person’s issue, but it’s not. According to the Pew Research Social Media Update 2013 report, 73 percent of online adults now use a social networking site.
“Facebook is the dominant social networking platform in the number of users, but a striking number of users are now diversifying onto other platforms,” the report said. “Some 42 percent of online adults now use multiple social networking sites. In addition, Instagram users are nearly as likely as Facebook users to check in to the site on a daily basis.”
The report also found that Facebook has high levels of engagement among its users.
“[Sixty-three percent] of Facebook users visit the site at least once a day, with 40 percent doing so multiple times throughout the day,” the report said. “Instagram and Twitter have a significantly smaller number of users than Facebook does, but users of these sites also tend to visit them frequently. Some 57 percent of Instagram users visit the site at least once a day (with 35 percent doing so multiple times per day), and 46 percent of Twitter users are daily visitors (with 29 percent visiting multiple times per day).”
Do you use a social networking site? Which one(s)? How often do you visit the site(s)? Please let us know in the comments.
(Image: Pew Research)
There was a lot of industry news this past week you may have missed. Here are some headlines that caught our eyes.
Do You Know What Life Will Be Like In 5 Years? IBM’s Top Scientist Does
“In the 5 in 5 report IBM’s top scientists report on what the world, supported by smart sensing and computing, will look like in five years.”
Q&A: Theatre Safety in the West End
“After a partial collapse of the ceiling during a show at the Apollo theatre on Shaftesbury Avenue in London, West End theatre owners have reassured audiences all venues have valid safety certificates.”
Gamers Are Not Only Athletes, But the Internet Has Changed the Definition of ‘Sports’
“A South Korean gamer just earned a visa to enter the U.S. under the category of “internationally recognized athletes.” There’s nothing unusual about that until you consider the fact that he is a videogamer, and the second this year to be awarded a visa for videogaming.”
NFL Commissioner Chose NYC as 2014 Super Bowl Site for the Money
“…this next Super Bowl promises those in attendance something different: The chance to freeze their rear ends off.”
The Ideas that Shaped Management in 2013
—Harvard Business Review
“…we thought about the pieces that most surprised us or provoked us to think differently about an intractable problem or perennial question in management, we reviewed the whole year of data to remind ourselves what our readers found most compelling, and we looked for patterns in the subjects our authors raised most frequently and independently of our editorial urging.”
(Image: IBM/Fast Company)