"Consider accountability- check that delegates have all the information, for example [details on] unsafe local areas or things that might be frowned upon such as kissing in public. This means that they become accountable," he said.
Agencies should also ask for delegates details, such as flight information, health issues and dietary requirements, before the event and if they won’t provide them, then the agency will not be liable for any issues that arise as a result, he added.
Clarity on any crisis management policies from the start is also paramount. "Ask clients what their crisis management policy is and if there isn’t one, come up with one", Marfleet advised. "Start the conversation with your client around crisis management early. Determine what their objectives are."
However, agencies must also continue to take responsibility for ensuring the safety of both staff and delegates. Marfleet advised that agencies ‘stay one step ahead of the client’, for example by making it "a requirement that your employees take crisis management training. Get actors in to run a simulation.
"Communication is important and there needs to be a contingency plan if usual infrastructure, i.e. email or phone signal is taken down. You could nominate one individual to give updates in a main meeting room periodically during a crisis, for example," he said.
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