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CMP SERIES CERTIFICATION MADE POSSIBLE INVITATION ETIQUETTE
‘What protocol does is eliminate surprises. At a meeting or conference, it’s to make things move along smoothly. If it’s done well, you don’t even notice; everything just seems to move smoothly.’
fig. 12 — A mass email invitation isn’t going to work for many cultures, which instead require a lengthier, more formal introduction and registration process.
of the International Congress and Convention Association (ICCA). “The international issues should be integrated into the overall program.” That said, you can’t create meaningful programming if
you don’t understand why attendees are there. “The best way to integrate international visitors is to get a more sophisticated understanding of what their motivations are,” Sirk said, “and then try to incorporate some solutions into the congress program. “It’s interrogating the rationale for why they’re there. Once you know that, you can integrate ele- ments into the program or create small sessions,” he said. “Most organizations don’t ask those questions; they assume people have come for a certain reason, but they haven’t interrogated it. By understanding those elements in detail, a smart organizer can redesign certain aspects of the con- gress to facilitate that.”
PAY ATTENTION TO PACING
The pace at which organizers present that con- tent should also be considered, said Gary Weaver, executive director of the Intercultural Manage- ment Institute at American University. “You have to anticipate that people in some cultures tend to not be as time-conscious as we Americans, so leave a little leeway,” he said. “If it’s an international meeting, you’ve got to leave a little slack between events or the seats are going to be empty.” Morrison agrees that attendees need some downtime between sessions so they can catch their breath and mingle
54 PCMA CONVENE SEPTEMBER 2013
‘Anything you can do to make the process easier and get them to the con- ference, the more willing they will be to accommodate slip-ups.’
with other attendees. “Yes, they’re here to build their network and do business and learn, but not everyone is going to love this very edgy, high-tech frantic [vibe] we have in the U.S.,” she said. “They’re weary and they need their cup of coffee and a civilized moment and to check with their family. They might want to talk to the presenter or the people they just met. They’re not running straight to the next session.”
CONSIDER MAKING SPACE International attendees’ needs and customs should also be considered when organizing event space. This is particularly true if there will be a large percentage of Muslim visitors, Graham said.
“We have prayer rooms at most of our large events, and we’ll put that in our program guide,” he said. “You need to schedule breaks around prayer
Stephen Graham
times and put a sign on the wall so they know where east is,” Hope agreed. “It’s not a must-do, but it’s a courtesy. If you don’t do it, they’ll find their own place; but by making it more convenient for them, it shows you’re paying attention to their needs.” A designated hospitality suite for international
attendees is also appreciated. “It’s a safe zone. They can go in and feel relaxed,” Hope said. “If they’re relaxed, they become flexible and forgiving of any other mistakes.” Finally, don’t forget that much of the world still smokes — and a frustrated, nicotine-craving
attendee is not a happy attendee. “Europeans and Asians smoke. But you come to a U.S. venue and there’s no smoking anywhere,” Hope said. “You have to communicate where the