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"I realized this morning that your event content is the only event-related 'stuff' I still read. I think that's because it's not about events, but about the coming together of people to exchange ideas and learn from one another and that's valuable information for anyone." — Traci Browne

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The future of #eventprofs chats

Thank you everyone who participated in last week’s two #eventprofs chats about …the future of #eventprofs chats. Here are links to the survey results and the Tuesday transcript. I’ve had a chance to think about the discussion, and, as the de facto #eventprofs community manager (other drivers welcome), here’s what I plan to do in the future:

Organize one chat per week

Although we have had two weekly time slots for #eventprofs chats for some time (Tue 9-10pm and Thu 12-1pm EST), in practice we have been averaging just over one chat per week (58 in 2011). There was clear agreement that we should change how often we meet to once a week. I’m still open to anyone suggesting an additional short-notice chat on a hot topic, but I won’t be scheduling more than one chat a week.

Rotate the day and time we hold the chat

It was clear from the discussions that about half those who responded preferred daytime chats and half preferred evening chats. Rather than disenfranchise half our audience permanently, we’re going to rotate our chat times weekly between our existing Tue 9-10pm and Thu 12-1pm EST times. I’m not going to to be a robot about this; we may chat two Tuesdays or Thursdays in a row. But over the year, we’ll hold about the same number of chats on each day. Follow @epchat to be informed about upcoming chats.

Chat hashtag

We will keep using the #eventprofs hashtag for the chat. Yes, it contains a lot more, sometimes irritating, announcements (aka spam) than the good old days, but that’s the price of fame. The same would eventually happen for any new hashtag we adopted. Event professionals new to Twitter often discover our chats via the #eventprofs hashtag. Besides, do you really want to have to remember to check one more hashtag?

Chat topics

We have had a neat tool for suggesting and voting on #eventprofs chat topics for some time, but it has not been used much, though I publicize it regularly on Twitter. I did not receive any ideas on ways to increase suggestions for chat topics, though several new topics were suggested (thank you Michelle & Marvin!) which I’ve added to our tool. People liked the idea of having more guest speakers on the chat and I will try to solicit more of them. And I would really appreciate suggestions/introductions from the #eventprofs community (that means YOU); contact me, it only takes a moment!

OK, so how can I help?

  1. Follow @epchat to be informed about upcoming chats.
  2. Take just a couple of minutes to suggest and vote on #eventprofs chat topics. If there’s a topic you want to talk about, suggest it! Is there’s a guest you want? Suggest them, together with the topic! If everyone added at least one topic just once a year and did comparison voting on five pairs of suggestions, we’d have a great pool of suggestions.
  3. If you are interested in moderating or being a guest on an #eventprofs chat, just let me know! Include your name, suggested topic, and the day you’d like to be on.
  4. I would love to move our #eventprofs site from the creaky (but free) pbworks wiki to something more streamlined (a free WordPress site would probably work). But I don’t have the time to do this myself right now. If you would be prepared to help with this project, I promise to have your likeness, links, and a generous profusion of thanks prominently displayed on the resulting gloriously updated version. Contact me!

In the end, as always, the health of the #eventprofs community is up to you. My continuing goal is to support making the #eventprofs chats maximally useful to the greatest number of event professionals, within the constraints of volunteer time and energy. Comments and helpful suggestions are, as always, welcome.

Survey results on the future of #eventprofs chat

Earlier today I posted, via Twitter, a five question #eventprofs chat survey to gather opinions about the future of #eventprofs chats. Here it is:

survey #eventprofs chat

I received 23 responses in the following 8 hours—thank you to everyone who took the time to respond! (And a big thank you to several respondents who offered to moderate a chat for the first time.)

The survey responses

Responses to Q2 (changes => more likely)
1x a week would make it easier for me. it was more about the consistency then the times. I used to have them in my schedule then took them out – inconsistent. it has been much better now.
I think it would be good to have some testimonials and do a bit of promotion around that. You know “great chat learned loads and all very useful”
I would rather see it as a once monthly event to look forward to where the whole community was online and more engaged
none
once a week during the day.
I would prefer a change to the hashtag so that there is less interference during the chat from other #eventprofs users. Reminders via email are helpful (thanks for today’s reminder).
timing is not as important as topic although day time chats are better for me.
Looking forward to that discussion this evening. (Sorry, still pondering.)
mid-weekly chats 8 or 9pm
I am on EST time. The chat on Tuesdays at night never works for me. I try not to work after I leave the office 🙂 I think lunch time is great on Thursdays. Two per week is a lot. I also think that having people from the community is a great way to promote the chats. Wish we could make the community a little more organized in a way. The wiki is ok but having a whole site dedicated to #eventprofs would be cool – chat schedule, topics, past topics, transcripts, list of members, list of moderators and frequency, twitter stats, maybe even syndicate the blog content or have a location that lists all resources everyone is sharing, meetups in your city, links to other sites, etc. Any way you can help the moderators and members promote themselves would get more people to engage and contribute I think. The #eventprofs hashtag is also used very widely know… maybe we should have a sepearte tag for the chats themselves. It would be cool to have an #eventprofs member badge! [Adrian: there is an eventprofs badge!]
I would like to attend on Mondays rather than Thursdays. With my kids 9PM on Tuesday is never doable and Thursday is always a busy day. It would be nice to start the week off with Eventprofs!
Would prefer chats on Friday & Monday instead of mid-week. More convenient times for Europe GMT+1 = end of the afternoon or early evening after 8 pm Less chats; one topic only. Other platform then twitter not to bother no event tweeps to much 🙂 More attendees also like to see more end-users/customers to get their insight
I believe 1 chat per week is appropriate…2 is too many. Plus there is a difference between a corporate event and a special event; a public event and a private event. Someone who plans education for associations does not have the same needs/problems/challenges as someone who plans an awards dinner. Yes, there is some overlap, but… So I believe extremely focused chats are the best solution with the specific audience listed in the promotion of the chat. IMO that is the best way to have successful, solution driven chats.
Once a week during the work day with existing format and a way to filter out sales promotions.
Evenings are tougher for me, maybe a bit earlier in the day would make it easier.
I think once a week would be sufficient. You can rotate between Thursday and Tuesday to hit people with different time zones,
It’s always hard for me, on the West Coast to attend the Thursday chats as they are during work hours. If we could have them at 5 pm Pacific or 8 pm EST, then it would be easier to attend. 6 pm is also a little tough as it is time I normally would be driving home.
I’m usually too busy during the day for the chats, and I’m usually off the computer before the evening chats. I might be able to join more with an early evening time. Timing doesn’t affect how I recommend them, though, as this is just my schedule.
Use of different technology occasionally along with twitter, (Google Hangouts, Skype, Webinar format, video, etc)
earlier times for late chat (due to time difference). format is good. maybe more chats with guests (ask a colleague), or chats about specific events and their challenges. change in hashtag for chats?

 

Responses to Q3 (changes => less likely)
i like when there are more questions – or more then one – also – they could be posted somewhere before the chat
I should be able to attend on a more regular basis. My problem is working out what time they are happening. A GMT note would be really useful for me
While evening chats are more convenient, I am often busy with personal plans and would rather not use that time as work
I’m on pacific time. Any chats that take place during the night aren’t good for me.
more chats, less chats
Again, topic more important but evening chats ET cut into personal time and that is tough to make each week.
Can’t think of any reason except that maybe if the chats decline in frequency so that you can’t always count on them, or if less people start showing up. I always recommend the chats to colleagues tho!!
Hosting the chat in the evening or in a different format: conference call, webcast or G+ hangout. Most of my colleagues are on Twitter and have yet to embrace G+ fully.
Content is more of a driver than the timing and format, etc.
No not at all. People are very busy having to put forth tons of time and effort for business development. Projects are being assigned with short windows for planning and execution so people have less time.
If they were always just during working hours.
Staying the same week in and week out. Let’s experiment and diversify as much as possible
pushing the time to later in the day or evening – that would make it impossible to join

Summary of survey results

[Warning! Small sample! Apply caution before drawing conclusions!]

Frequency
Six people preferred reducing the frequency to one chat a week. Five people seemed to imply through their comments that the frequency be kept as is. The remainder did not mention changing the frequency, except for one person who suggested once a month.

Time of day
Five people preferred holding the chats during the day/working hours, while three preferred evenings. Not surprisingly, the  three European respondents did not want 9pm EST chats.

Separate hashtag
Three people suggested having a separate hashtag for the chat.

Other suggestions
Promotion: do more, use testimonials, help promote moderators, better website.
Platform: use other platforms besides Twitter.
Content: more guests, post questions before chat, focused topics.

Conclusions

Keeping the small sample size in mind, I have to conclude that there wasn’t an obvious majority in favor of any specific change. That’s not to say we should keep things the way they are. If we tried out a once per week chat, I’d be in favor of rotating the day/time so that people who can’t make a specific date/time combination wouldn’t be completely locked out. I’d also love to improve the functionality/ease of use of the website as some suggested, though I’d need some help to make this a reality (offers  welcome!) Finally, I’m still really undecided about changing the hashtag for the chat. Using a new hashtag might cut down promotional tweets (though I suspect they’d invade any new hashtag eventually) but would cut off exposure to the 2+ years development of the #eventprofs brand, such as it is.

Did you miss the survey, or this evening’s chat? Feel free to add your comments below!

How to give your customers bad service the New York Times way

bad service

This morning, I logged on to the NY Times, credit card in hand, to renew my digital subscription which I knew would expire around the end of the year. I thought it would take a couple of minutes at most. What happened next was a classic example of bad service.

First I thought I’d find out the day my subscription expired. What? Apparently, I have to call the NY Times! The expiration date is apparently a closely guarded secret—it isn’t shown on the account management page!

OK, well I’ll just renew my subscription anyway. I click Subscribe and choose the plan I want.

Was the NY Times happy to take my money?

No!

The screenshot tells the story. My only options were to call or email them!

So I called.

Get this: the NY Times is unable to renew a digital subscription until it has expired! I have to first call the NY Times to find out when my subscription expires and then renew exactly on the day my subscription expires if I want to maintain unbroken access!

I call this bad service.

A question to NY Times Management: are you trying to make it as inconvenient as possible for your existing customers to give you money?

Travel broadens the (event design) mind – part 1

Who knew that travel broadens the (event design) mind? Travel broadens the (event design) mind: my photograph of a farm in TuscanyI’ve returned from a long-planned European vacation with my wife Celia, spending two weeks in Italy and one in England. Here are some event design musings triggered by living, albeit briefly, in different cultures from my own.

There’s more than one way to travel

In just twenty-four days we used a splendid variety of modes of transportation on our journey. Each of them had their unique characteristics:

Airplanes between the US and London

The only way to travel several thousand miles in a day. And a quick way to get from London to Italy, our first destination, so we could begin the vacation promptly.

A rental car in Italy

To explore the remote delightful hill towns of Tuscany at our own pace, we needed a car as public transportation in the region was limited. We stopped often, at will, to admire the scenery and take pictures.

Walking

Part of the charm of tiny Tuscan towns is that cars are more or less banned from their ancient hearts. Celia & I walked everywhere we could, up and down steep steps impassable by any other means, through narrow passageways, into tiny churches, and we spent considerable time sitting in cafes watching the world go by. Sadly, we can’t walk as far as we used to. But when possible, personal locomotion is the most flexible and intimate form of traveling.

Ferries on Lake Como

travel broadens the (event design) mind: Adrian Segar on a ferry on Lake ComoWe arrived at our hotel on the shore of Lake Como, having survived the impatience of numerous Italian drivers on the somewhat hair-raising, twisting narrow road around the lake. Having happily parked the car, we didn’t use it again until we left, six days later. Every day we’d explore a different lake town, traveling there by lake ferry from the stop near our hotel. Every trip unfolded a new experience of the lake, enhanced by the ever-varying mists and light of day. It was wonderful to avoid the stress of driving and to be chauffeured smoothly from place to place.

Trains

Rather than flying back to London, we decided to take trains, stopping in Zurich overnight, as our goal was to travel by land over the Alps. Driving would have taken too long and been too tiring; the high-speed European trains satisfied our desire. Once in London, we traveled extensively. We used overground trains for two-day trips outside the capital and the Tube inside London. The overground trains took us efficiently to our destinations while providing satisfying vistas of the English countryside. The Tube got us where we needed to go faster than any other transportation.

Buses

And when we were in less of a hurry in London, we took buses, allowing us to re-familiarize ourselves with the city we once lived in for many years.

What has all this got to do with event design?

There were alternatives to all the transportation modalities we used. We could have traveled to Europe via ocean liner. We could have braved the scorn of Italian race car drivers on the lake roads we avoided. Heck, we probably could have hired sedan chairs to transport us around the hill towns, just as the Medici did centuries ago.

Celia & I made our travel choices for many different reasons: cost, practicality, accessibility, speed, intimacy, and beauty, to name a few. It would have been simpler to surrender our ability to choose; we could have booked a tour, giving up our freedom to spontaneously travel and explore for the ease of making a single payment and leaving our itinerary and travel arrangements to others.

We make the same kinds of choices every time we organize an event. Do we do things the easy way, the way we’ve done them a hundred times before? Do we trade the opportunity to be creative for the ease and safety of uniformity? These questions were emphasized for me because travel broadens the (event design) mind.

There’s no one right answer. If you’re like me, one attraction of designing, organizing, and running events is the creative opportunities available for even at-first-sight mundane commissions. Maybe you prefer to get good at doing a certain kind of event with the same methodology, process, and location over and over again. Whatever your preference, when designing and organizing events what’s important to remember is that you always have choices.

How do you facilitate change?

How do you facilitate change? In this occasional series, we’ll explore various aspects of facilitating individual and group change.

How do you facilitate change: photograph of a small group of people sitting in a circle of chairsThe peer conferences I run are extremely effective at catalyzing change, both in the people who participate in them and the organizations that run them. Why is this?

Many people think that we can make change happen by presenting logical reasons why the change should be made.

Many people are wrong.

Here are John Kotter’s & Dan Cohen’s findings about implementing change, as described by Chip and Dan Heath in their book Switch.

SEE-FEEL-CHANGE

In The Heart of Change, John Kotter & Dan Cohen report on a study they conducted with the help of a team at Deloitte Consulting. The project team interviewed over 400 people across more than 130 companies in the United States, Europe, Australia, and South Africa, in the hopes of understanding why change happens in large organizations…

What did they find?

…the core of the matter is always about changing the behavior of people, and behavior change happens in highly successful situations mostly by speaking to people’s feelings.

…Kotter and Cohen observed that, in almost all successful change efforts, the sequence of change is not ANALYZE-THINK-CHANGE but SEE-FEEL-CHANGE.

This is why peer conferences are so effective at catalyzing change. The peer conference change model embraces the important role of feelings in facilitating change. Explicit ground rules that make it safe to express feelings (The Four Freedoms and group agreement on confidentiality) are key. Also important is the closing personal introspective. This provides a framework for participants to determine the changes they wish to make and uses group sharing, often emotional, to reinforce participants’ conclusions.

In fact, peer conference design implements a change model that is even broader than Kotter & Cohen’s SEE-FEEL-CHANGE.

EXPERIENCE-FEEL-CHANGE

Rather than concentrating on seeing, just one of our five human senses, peer conference design facilitates and supports the sequence EXPERIENCE-FEEL-CHANGE, where EXPERIENCE includes multiple sensing modalities. Small group discussions, storytelling, outdoor talk-while-walking sessions, mini-workshops, and simulations all stimulate multiple senses, providing fertile input for the emotional responses that are vital components for creating successful change.

We are driven much more by our emotions than most of us are willing to admit. Let’s recognize this, and use conference designs that, by capitalizing on this reality rather than denying it, are more effective.

How do you evoke emotions at your events? Have you found doing this to be an effective way of facilitating change?

A challenge to anyone who organizes an event

challenge to anyone who organizes an eventHere’s a simple challenge to anyone who organizes an event and asks for evaluations.

(You do ask for evaluations, don’t you? Here’s how to get great event evaluation response rates.)

Publish your complete, anonymized evaluations.

You may want to restrict access to the people who attended the event.

That would be good.

You may decide to publish your evaluations publicly, as we just did for EventCamp East Coast 2011, and as we did a year ago for EventCamp East Coast 2010.

That’s even better.

That’s my challenge to anyone who organizes an event.

If you believe in your event, and want to make it better, why not be transparent about the good, the bad, and the ugly?

Maarten Vanneste interviews me at EIBTM about participant-driven and participation-rich events

A Maarten Vanneste 10-minute interview. Maarten Vanneste, winner of the 2011 MPI RISE Award for Meeting Industry Leadership, interviews me about participant-driven and participation-rich events at EIBTM in Barcelona.

I:

  • Explain why these event designs are become increasingly popular.
  • Respond to Maarten’s question about whether people only want to come to events to listen to experts.
  • Provide a couple of tips on learning about and formatting participant-driven and participation-rich events.

Interview with Adrian Segar about his book ‘Conferences That Work’ at #EIBTM11 from Maarten Vanneste on Vimeo.

The importance of modeling listening

Modeling listening. A flight attendant on an airplane demonstrates the safety instructions.Recently I was sitting on a plane about to take off and noticed something interesting during the usual safety instructions video. And I learned something about the importance of modeling listening.

Did the flight attendants travel up and down the aisles checking that I’d fastened my seat belt and my personal item was fully under the seat in front of me? No, they didn’t.

Did they retire to their little jump seats, while the locations of the exits were described in a comforting baritone narrative they’d heard a thousand times before? Nope.

Instead, the crew stood, unmoving in the aisles, facing the passengers for the whole three minutes. The conscientious ones stared at the nearest monitor. Even though they couldn’t see what was on it because they were looking at the back!

Why did they do this?

My flight attendants were modeling listening.

Why? Well, if they appeared to be ignoring the safety video (which they could probably repeat backward perfectly in their sleep), here’s the message that I would receive:

You don’t need to listen to this.

And my interpretation would be:

Not only is this stuff they’re telling me not important, the flight attendants think it’s a waste of time too.

Let’s face it; listening well is something that’s extremely hard to do for any length of time. During the facilitation of a large session that lasts a couple of hours, I find it impossible to do it perfectly. But even though, at times, I revert from listening to hearing, I always try to model listening. As the facilitator, if I appear disengaged from what participants are saying I send a message, not only to the person who is speaking but also to everyone present, that what is being said is unimportant. Such behavior, disempowering in so many ways, can seriously weaken the building of connections and intimacy amongst conference participants.

I hope I never need to urgently know the positions of the six emergency exits on an Airbus A320. But if that day comes and I do, it will be due to the consistent and persistent modeled listening of the flight attendants on all the airplanes I’ve traveled on over the years. Thanks, folks!

Pecha Kucha presentations at EventCamp East Coast

Here are the four Pecha Kucha presentations that EventCamp East Coast participants experienced on November 5, 2011. They were followed immediately by small group discussions to cement and broaden the resulting learning.

Traci Browne: A journey inside the mind of a conference producer.

 

Paul Cook: Risking your hybrid event.

 

 

Jenise Fryatt: Build connections, gain business and personally grow by using the EIR social media strategy.

 

 

Andrea Sullivan: Designing meetings for the virtual brain.