When a Natural Disaster Strikes

Last week, I was managing a 2,400-delegate international conference in Atlanta. The conference went superbly, with very few unexpected events or unplanned disruptions.

Just as we were planning our departure, however, Mother Nature threw a monkey wrench into things with the eruption of Iceland’s Eyjafjallajökull volcano. This particular conference is approximately 40% graduate students and 25% European delegates, for whom being stranded unexpectedly poses financial and logistical stresses.

Convention managers are under no obligation to accommodate stranded attendees in a natural or other disaster. Like many organizations, however, this group felt obligated to their community and asked us to provide logistical and financial support for people who were truly stranded. Though this conference does not have a written emergency plan, our team immediately took action in the following ways:

• Pushed out accurate information early and often, using Twitter and the conference hashtag. Circulated a new Twitter hashtag to allow stranded conference travelers to keep in touch with one another.
• Contacted the hotel immediately to confirm the availability of hotel rooms at the conference rate through the weekend.
• Set up a stranded traveler help desk to provide moral support and resources.
• Provided a roommate matching service, pairing empty beds with needy travelers.
• Developed an official meeting point outside of the conference venue, with basic necessities such as meals and work space.
• Set up an information page on the conference website (check out our page at http://www.chi2010.org/v/) with continuously updated information and resources.

Today, five days after the first eruption, nearly 200 delegates remain in the US awaiting flights back to Europe. Our communications plan continues to evolve, but because we were able to respond quickly our delegates had accurate information while they scrambled to make plans.

First Things First -- Establish Emergency Guidelines

Be Prepared BEFORE you go onsite. Take precautions and set up a crisis management plan well in advance of going onsite. Establish a lead person and a calling tree for staff, leadership, facility and vendors. Vendors -- Decorator, A/V and Security in particular -- are important as they know the facility and the back of the house well.

If an event occurs while on-site at the meeting, implement your course of action. When you have been made aware of an emergency, it is important to remain calm. Meet at the pre-determined crisis meeting location and perform a roll call. Begin implementing crisis management team assigments.

All emergency calls should be directed to Security within the facility -- the extension was given to you during your Pre-Con. Be calm and be brief; identify yourself and your location. Do not contact the media. Identify one single point-of-contact to handle the media.

If a medical emergency, do NOT administer First Aid techniques you are not trained in and do not move the person and do not give them anything to drink. Report the emergency immeidately, along with location -- be prepared to answer questions as to the condition of the injured.

Power Outages ARE DANGEROUS: Do not attempt to proceed if you are not sure of your path or obstackles in front of you. Most likely, the facility is equipped with an emergency generator that is designed to star within seconds after a power failure. Take stairs -- generators generally cannot power elevators.

Social Disturbances (people arguing to many angry protesters in our out of the facility): Do not loiter. Leave the area immediately. Alert hotel or convention center security immediately. Do not attempt to enter into, defend a position, or subdue anyone involved in a disturbance.

In the event of a Hurricane:
Evacuate only if you are directed by local authorities and follow their instructions. If unable to evacuate, stay indoors and away from glass windows and doors. Close all interior doors and curtains and blinds. Do not be fooled if there is a lull; it could be the eye of the storm - winds will pick up again. Take refuge in a small interior room, closet, or hallway on the lowest level and lie on the floor under a table or other sturdy object.

In the event of a Tornado:
Go to lowest building level -- use the stairs. Stay aways from corners, windows, doors and outside walls. Put as many walls between you and the outside.