9 Universal Truths About Our Industry

Originally posted on Meetings Today Blog.  Sidebar refers to that publication

Universal Truth 1: “Der mentsh trakht un got lakht.”

This Yiddish saying is widely translated as “Man plans and God laughs,” or further considered to mean, “Humans plan and the universe laughs.” Sounds like a universal truth about what we do for a living as meeting and event planners, doesn’t it?!

Most of us in the meetings industry consider ourselves to be so detail-oriented and precise. How could anything ever go wrong after countless hours of preparation, right?

I’ve always wondered about the influence of the universe on meetings and events. I mean, really—what about the storms that pop up when you’ve planned the perfect outdoor event? Or the client who, after you’ve done so much work on selecting a site for their meeting, changes the whole program? And I wonder if there are “universal truths” for what we do in an industry* we all refer to differently.

First, I had to gain a better understanding of what a “universal truth” is.

Truth is considered to be universal if it is valid in all times and places. In this case, it is seen as eternal or as absolute. The relativist conception denies the existence of some or all universal truths, particularly ethical ones (through moral relativism).”

— Quoted from the “Universality (philosophy)” Wikipedia entry.

My reading about “universal truths” was extensive and you, I hope, will search more and consider what the term means for and to you and in your life. Through this blog, I’ll share my personal and professional universal truths; in this month’s Friday With Joan sidebar, you’ll read how many more “universal truths”—from here, often abbreviated “UT”—there may be for our industry, including what our industry is called*!

For most Friday With Joan newsletters, interviewing others is pure delight. Especially for this one, interviewing many of whom I’ve known and learned from and with for many years, gaining their perspectives of our UTs from a broad industry* was even more eye-opening, and allows us all to see possibilities that might not have occurred to us before.

This interview provides background and thoughts that you might not have known about me and may be of interest whether you’ve been in the industry for years, are new to the industry or are just starting to consider it.

Q1Why write this now?

Joan’s (JE’s) response: If you’re reading this on May 5, 2017, publication day, I’m just days away from a “major” (to me) birthday … which means either a “0”, a “5” or a “9”. With this blog post and a Friday With Joan newsletter coinciding with the occasion, and knowing I’ve lived certainly more than half my life and that of that life, more than 45 years have been spent in the meetings industry*, the editors and I thought a bit of Q&A, with sources unidentified, would make for a fun sidebar—if you can put names to each of the categories and send to me, I’ll award a prize for whomever gets them all right or at least the highest percentage overall!—and here with me might show the diversity of paths as a guideline to others.

More, I see our broad industry changing in many ways, such as with the growing belief that technology will solve all of our problems. Tech advancements impact everything from how we communicate and meet to the ways we deliver information, allowing connections we never imagined, except for in our “Buck Rogers-admiration days.”

Instead of paying travel costs for our speakers or to better accommodate conflicts in schedule, we might choose to bring them in via hologram. And it doesn’t seem too far-fetched to think that robots might one day staff the front desks at most, if not all, major hotels, resulting in the loss of an important entry-level role in hospitality. See the sidebar for more on the importance of the front desk to many careers.

Despite all of these “advancements” in hospitality and meetings, there are still a number of UTs that I believe will continue to hold true in our industry, regardless of technology.

Q2: In considering what a UT might be, it occurred the reasons given to the question “Why do you want to be a meeting planner?” might contain an answer. What is said and has been for years among those asked: “I love people. I’m great at details. I love to travel.” Are those then the universal truths of our industry?

JE2: I didn’t want to be a meeting planner and I tend to be uncomfortable in large groups of people. I’m good at word details but not all meeting details (I can do it but don’t love it), and travel? Feh! Born in Dayton, Ohio, to working-class and working outside-the-home-parents (now both of blessed memory) and into a neighborhood first economically and religiously diverse, and later, partly through my parents’ efforts, racially diverse, I am the proud product of public schools. A curious child who loved to read, an empathetic child and teen who wanted to fix the world, the options that I thought were open to me professionally were teacher, nurse, secretary, wife and mom.

Pictured below: One of my favorite pictures of myself back in the early days.

Q3: What do you think set you on the path—or destiny—to meetings and events?

JE3: I first organized events in the ’50s, creating street fairs to raise money for polio research when a neighbor, one of us who were in the test group for polio vaccines, contracted the disease. In high school, my activities included YWCA Y-Teens and statewide conferences of other young women, and the Dayton Junior Human Resource Council.

Later, stints as a volunteer for public television, where I was responsible for coordinating solicitation of items for on-air auctions, and at an art museum where we held museum-wide visual and performance art events, clearly put me on this still-unknown-to-me path.

Q4: What about formal education after high school?

JE4: It was expected I would go to college. I applied to only two schools. Accepted at both, I chose Drake University in Des Moines, Iowa, because (beloved to this day!) James Payne, my high school speech teacher recommended it. He wanted me to go into theatre and Drake had a great drama department. Financially it was impossible: I typed papers and did others’ laundry to earn money to pay tuition. More, educationally, at Colonel White High School in Dayton, I’d been spoiled by Mr. Payne in speech who pushed me to be a better teacher and trainer; by Lenore Clippinger (now of blessed memory) who allowed me and others to sit on the floor of her English Literature class—my first exposure to learning in a different setting; to the still amazing and beloved Civics teacher, Stanley Blum, who put our chairs in a circle in class and invited us to his home to talk about current events; and to the artist, Bing Davis who allowed me to sit in his art room instead of the boring-row-on-row study halls. I thought college learning would be interactive and involving, experiential … not memorizing facts to spit back for tests.

It was not a good fit. I quickly learned that I was a life-long learner—that my curiosity and love of reading would ensure I was educated more if it were not in a school setting.

I learned later, of course, that meetings were one more form of “classroom” setting and decided I’d work to change those settings. For his work in this area, I’m grateful forever to Paul Radde, PhD, for his research and the book “Seating Matters”.

Universal Truth 2: The influences of your day-to-day life will give you clues about your passions and how you can use them.

Q5: Then what?

JE5: I moved back to Dayton to work at the local newspaper in advertising, at my old elementary school as a teacher’s aide, and volunteering for a nationwide organization as a spokesperson for optional parenthood on radio and TV and in organizing conferences with the likes of Hugh Downs, Isaac Asimov, Stewart Mott, Ellen Peck and others as guests. Exposed to a bigger world, I decided to leave Dayton and move to D.C. after just one visit to our nation’s capital. I’d interviewed for and didn’t get a job as a volunteer coordinator prior to moving. I moved to D.C. July 1, 1978, with no job and no apartment but a place to stay for a short period of time.

While interviewing for jobs (hearing “you have too much experience” for this entry level position; “you have too little experience” for this senior level position) I volunteered at the association at which I wasn’t hired. I spent time in the newly designed by I.M. Pei [who just celebrated his 100th birthday] East Wing of the National Gallery to cool off and to, just as I did in Bing Davis’ class, gain inspiration from art.

One day, the executive director at the association where I’d not been hired as a volunteer coordinator, called me in and suggested I was a “meeting planner,” a term I’d never heard, and offered me an opportunity to help them design and execute their 10th anniversary with an expanded annual meeting. I said yes.

Universal Truth 3: Read and learn. Resting on one’s educational laurels is not enough especially in a world and an industry* that changes and is changed minute by minute by internal and external factors.

Universal Truth 4: Listen to what others see in you. They are often right and will provide opportunities.

I eagerly embraced this opportunity and discovered, through a colleague from earlier volunteer experiences, the existence of MPI—then “Meeting Planners International,” oddly headquartered in Ohio just miles from where I’d left for D.C.

At my second Chapter [PMPI] meeting, me, a strong MBTI Introvert (an INFP), hugged the walls until the late and dear, Bill Myles, chair of the membership committee greeted me with “Hi! You’re new here. Want to join my committee?”

Universal Truth 5: Say yes to opportunities to volunteer to expand your network of people, ideas and learning. Take advantage of all that there is in the industry and your community to do to meet and expand skills in a safe environment.

During the next years, I joined other committees, was elected to the Chapter Board, to the Chapter Presidency, to the International Board and became involved in PCMA and GWSAE (once our local affiliate of ASAE).

Yes, it was hard work. Remember: this was still when we used typewriters, telephones and answering machines! (Isn’t it fun to make oneself sound ancient?!).

Oh, and I started my own consulting company in 1981, in the corner of my studio apartment, with an IBM Self-Correcting Selectric Typewriter, a filing cabinet, desk, phone and answering machine.

Universal Truth 6: If you come from an entrepreneurial family, which I did, or seek out entrepreneurs, learn from them and their experiences.

Understand how you work best—with others or alone? Collaboratively sometimes and at other times, quietly alone? Being a consultant—the term “independent planner” is still used by some; “third party planner” by others but not a term I favor—and working on one’s own is not for everyone. And it’s not necessarily the answer to what to do between jobs.

It should be a commitment to you and your clients.

I have always worked hard at learning more and becoming stronger in specific areas. As an example—in 1984, a client, my company, and I, individually, were sued because the client canceled a meeting. During this experience, I learned more (thank you, Jeff King, Esq., at the time the attorney for the CLC now EIC) about legal issues. That led to opportunities to testify in the industry as an expert witness which I continue to do.

Universal Truth 7: Our industry and the contractual issues with which we deal are complex. It is best to learn more and have an attorney on call to assist. This truth is not going away.

Q6: We know you as a trainer/teacher/writer/mentor as well as consultant. How did that happen?

JE6: Opportunities presented themselves to write, teach, facilitate process, and work in ways that I never considered when I first fell into—or was predestined to be in—this industry*. With each opportunity came a fast-beating heart and uncertainty that I could really do what was asked. I’m not sure what drove me though as I look at my Strengths, I think they show clearly who I am and why I do what I do. Were it not for Bob Dolibois, Tony Rutiggliano, and Dave McCann, Tyler Davidson, Mary Parish, and Eric Andersen, I’m not sure I’d have moved so deeply into the areas that clearly fit me. Thank you all.

Q7: You’ve been recognized by many with awards and other honors. Did that propel you to keep doing more?

JE7: I’m smiling—one of my first national honors was from MPI as “Planner of the Year.” On the night I received that, an industry veteran came over to me and said “Well, I guess you won’t volunteer more now that you’ve gotten the honor” implying I did what I did for recognition. Nope, that was in 1990 and 27 years later, I’ve not stopped!

The honors have been appreciated—CIC (now EIC) inducted me into the Hall of Leaders; PCMA as Teacher of the Year and, much later, PCMA’s Foundation recognized me for lifetime achievement recognition as an educator, to date the only non- full-time academic to be so honored. The International Association of Conference Centers (IACC) honored me twice—first with the Pyramid Award for contributions to education and then with the Mel Hosansky Award, an honor I treasure because Mel was such a mensch and great industry writer and publisher. And HSMAI included me in the first class—with Jim Daggett, Keith Sexton-Patrick, and the late and wonderful, Doris Sklar of Pacesetters. There have been others and yet, I don’t work for honors. I work because I believe in ability to bring people together to solve problems, learn and enhance their lives.

Universal Truth 8: If you volunteer only for resume credit or a potential honor, think again. Consider what you can contribute back to strengthen our industry and how we are seen and what meetings do to strengthen the world.

Q8: So now what? You’re at an age when many—in other fields—retire. In fact, a friend of yours, a CPA, was required by what was once one of the “Big 8” accounting firms to retire at 62. Why haven’t you and will you soon?

JE8: Oh there are days on which I’d like to “retire”—to read and discuss what others are reading; to stay in bed a bit later and not have deadlines for contracts and presentations; to not travel with all the ensuing hassles now that I have some health issues that make it all a bit harder. But why retire when there is still so much to do in this industry and the world? Why retire until we stop setting chairs in straight rows and while there are still all male panels at industry events? Why retire when there are laws (like in North Carolina, Texas, and elsewhere) that impact the rights of those who come to meetings and work in our industry and communities? When climate change must be fought because some of our favorite cities for meetings are sinking?

As I looked at those who I randomly chose to interview for the sidebar, I was surprised at the ages and the lack of full retirement of only a few, even the oldest who is nearly 90! We need history to not repeat and we need future thinking to move us ahead. Perhaps, then…

Universal Truth 9: Together we can change the world through gatherings of people and to do so we must have those who are committed to coordinating the content, technology, venues, and all aspects of those gatherings be they meetings, marches, rallies, special events, tradeshows, or just a meeting of two over coffee.

*You’ll see that some call this the “hospitality industry,” others “the meetings industry,” and depending on the segment in which they work, tradeshows or exhibitions.  My preference is “meetings and hospitality” because that’s where I am and what’s understood. I wonder if we need a new term that encompasses some universal truths!

What’s your Universal Truth about your work and our industry?

Click here to view additional content in the 05.05.17 Friday With Joan newsletter.

 

Accessibility, the ADA and Inclusion – It’s Our Job!

Accessibility, the ADA and Inclusion – It's Our Job!

Shortly after the passage of the Americans with Disabilities Act (ADA), I was an MPI delegate to the board of the Convention Liaison Council—the previous name of what is now the Convention Industry Council (CIC). Speakers were invited to address and inform the board about topical issues, such as music licensing and the ADA, that impacted our industry and each organization. Cricket Park, then deputy executive director of the Association on Higher Education and Disability (AHEAD), and now, the Rev’d C.B. “Cricket” Park, rector, The Episcopal Church of the Redeemer, Bethesda, Md., addressed us about the ADA and its impact on the meetings and hospitality industry.

Cricket was the only person to ever write a book and, for PCMA, a white paper, on the ADA and meetings. Alas, both are out of print.

Like many of you, I was blown away by what we hadn’t paid enough attention to and what we needed to learn and to implement in regard to the ADA. Not many years later, my company was responsible to help plan and execute a meeting conducted in the U.S. by the U.S. and Canadian governments on issues of accessibility around the world.

On a site visit with representatives of both governments, I observed how clueless the hotel salespersons were about the ADA and compliance and general accessibility issues. Illustrative of that: the clients were in the guest room bathrooms taking measurements and there the sales people were telling us about their turndown service and wonderful spa and pool, the latter two which were totally inaccessible for someone with a disability and had no materials or people to help those with hearing or sight needs.

To date, not all countries have disabilities acts. This blog and the accompanying newsletter specifically address laws in the United States. For those who are in or do meetings outside the U.S., these resources will help: U.S. State Department “International Disability Rights”Disability Rights Education & Defense Fund (DRED)Disability Rights International; and International Disability Rights.

Alas, none of the above noted resources, unlike this from the U.S. Department of Justice, specifically address meetings. Reading further into this blog post and referencing the somewhat limited resources from our industry—thanks to Event Service Professionals Association (ESPA), formerly ACOM, for their work creating an accessibility toolkit—will help make our industry more accessible, in addition to asking participants what they need to fully participate and experiencing some of the obstacles they face firsthand.

That and common sense on the part of meeting professionals—planners, professional development designers and suppliers to our industry—can help guide us to better inclusion practices and simple adjustments.

I am not an expert on the ADA and all the components of helping to make meetings and facilities inclusive. Niesa Silzer and I, with assistance from Kristen McCosh (here’s a profile and a short bio) who is the Boston Mayor’s Commission for People with Disabilities, at a PCMA’s Convening Leaders in Boston in 2014, lead an experiential session in which attendees participated in several hands-on exercises. This will be somewhat replicated again, as they did a few years ago, at this year’s SGMP NEC on June 7, for more than discussion about disabilities and inclusive hospitality and meetings.

And why this is personal: I took my unassisted mobility for granted. Yes, I’d broken bones necessitating crutches, but somehow I managed. Even after back surgery, I was immobile for a bit but eventually regained my ability to walk and move about well.

Until I couldn’t.

The need for a mobility scooter came long after my knowledge of the ADA. By the time I needed assistance, I was already aware of and in tune with the extreme difficulty of being a person with a different ability or with a disability when traveling or even just getting around in my own city (Washington D.C.)! Others may not be.

These are ways to begin thinking and planning differently in order to have more inclusive meetings. They are by far not all you need to know or do and do not include sensory and other areas of disability. It’s up to you to do more research by starting with a list of questions for your meeting participants and hotel guests.

1. Conduct site inspections using a wheelchair or power chair or mobility scooter.

  • Consider the timing for elevators and see what it takes alone and with others to get to the elevator once it arrives.
  • Once the elevator arrives—or will it? See this video, created by The Cerebral Palsy Foundation and Zach Anner, experienced with humor that I sometimes don’t have—is there room and will you and your device fit?
  • Check on the restroom(s) that have this sign (or the more traditional version):

    …to see if they really are accessible from the outside as well as the inside. A wide stall is not all it takes to make a restroom accessible. If the door can’t be easily opened from inside or out or the turning radius isn’t great enough for a power chair or scooter, how is it then accessible?
  • For guest rooms, how does one traveling alone using a power chair or other device open the door and access the room? How easily is it to exit the room or get around? And where can you park and charge your mobility device in the room? Where are the controls for HVAC? Are the window blind pulls accessible?
  • While moving around the hotel (or other venue) did you find that all doors have push buttons to open them? Or do you, as I have done, just push through hoping not to break glass and wood and not to injure yourself?

​2. Conduct a site inspection wearing an eye patch or with cotton or ear plugs in your earsNOTE: for safety, just like in commercials for cars with a professional driver winding down a mountain road where it tells you not try this at home, it is advised you not do this on your own.

  • What’s printed in Braille or where and how accessible are human beings to assist? If the hotel uses robots, how do they interact with people who are deaf, hard of hearing or blind or low vision? How much of the printed-for-sighted-people materials—in-room safety cards? Menus in guest rooms and restaurants? Menus and ingredient labels on food for your events?—are accessible for all?
  • As Shane Feldman notes in the accompanying Q&A sidebar, take note of how much information on the in-room television and elsewhere is close- or option-captioned.
  • Ask about all recreational facilities and those who work in them. What Stacy Patnode Bassett experienced on her honeymoon and at the movie theatre (see Q1 in the related Q&A sidebar) was so stunning to me because it’s not 1950 or 1970 or even 1980 or 1990! Yet, I know that her experiences are not unusual.

3. Check guest rooms for accommodations.

  • Is there a bar in the closet that can be raised and lowered for clothing? Or is the only bar a low one that makes all clothing pick up lint from the floor? Just because we use mobility devices doesn’t mean our clothes are short or that we aren’t traveling with someone who needs their clothes to hang higher!
  • Is the extra roll of toilet paper, the hair dryer, the safe and everything else within easy reach regardless of one’s height or ability?
  • How many cases do they have to make any room accessible for someone who is deaf, hard of hearing, has low vision or is blind?
  • What is the owner/developer/management company doing to create designs that are more inclusive? (See: “Making Hotel Rooms Fully Accessible, Discreetly” and “An Artist’s Manifesto for Accessible Hotels”).

4. Check meeting and public space for more inclusive features.

  • Measure the height of buffet tables and items on them (chafing dishes and other food or food displays) to see if everyone can access them. Discern the knowledge of the convention services and banquet staff about doing so. Determine how your group or the hotel will assist those who cannot carry a plate of food on their own.
  • Is the hotel designed for what it is assumed all millennials want and need—that is, with low seating and lighting and many other “modern amenities”—that for anyone, millennials and Gen Zers included, might not be accessible?
  • Is the knowledge of meeting room seating audience-centric for sight-lines? (One of my favorite books, “Seating Matters” by Dr. Paul Radde*, shows how).

*I learned long after I wrote the foreword for the book—I was and am not compensated for the foreword I wrote or for “plugging” the book except to hear great things from people like Gail Hernandez who used seating from Paul’s book and how successful it was!—that Paul worked with Interpreters and the Deaf community on seating to ensure good sight lines.

5. Know what the Amendment to the ADA included.

  • In addition to swimming pool lifts, which a segment of our industry fought, and are now mandated, food allergies and chemical sensitivities are also now included within the ADA. Determine if hotels have unscented guest rooms and unscented products for those who need them.
  • When in doubt, contact the U.S. Department of Justice/U.S. ADA Hotlines: 800.514.0301 (voice) 800.514.0383 (TTY).

6. Make no assumptions!

  • On your registration, use the mobile wheelchair symbol and the statement “Tell us what you need to fully participate in the meeting, including mobility, sight, hearing, food and scent” with multiple methods of contact.
  • Just because someone doesn’t “look” like they have a disability, or because, when the registration form asked they didn’t note it, plan for all possibilities. Someone could be injured just before or while traveling to your meeting. Many who have disabilities do not want to disclose that because it may harm their reputation “if it gets out.” Others have what are considered “invisible disabilities” and prefer to keep that quiet (I’m forever indebted to the Invisible Disabilities Association and their great booklet, “But you LOOK Good”). When you see a person who has a placard and parks in a “handicapped” space and “looks fine,” stop before you admonish them.

7. Prepare for everyone.

  • Our jobs are to be hospitable. To be hospitable is to be inclusive. To be inclusive is to consider all those who may attend your meetings and stay in your facilities.
  • Know the ADA and go beyond it where and when possible. If room service has a “policy” of not substituting meals for those with, say, low-salt diets which may be a result of serious health issues, work with the chef to come up with menus for different diets (See what Tracy Stuckrath has written and said about these issues).

As you read the stories from D’Arcee Charington Neal, Shane Feldman, and Stacy Patnode Bassett in the accompanying April 2017 Friday With Joan Q&A sidebar, think about what you would have done in their situations and more, what you will do now to ensure others at your facilities and your meetings do not endure these types of incidents.

When a venue says they are “in compliance with the ADA” ask them how they know. Then take it the next step to see if they go beyond compliance to real inclusion.

Q&A With Gen Zers on Marketing and Hospitality

Nick Jain, Jüv Consulting, COO

 Melinda Guo: Chief Executive Officer    Ziad Ahmed: Chief Visionary Officer

 

When I read the print edition of Businessweek in which the three principals of Jüv Consulting were featured, I was intrigued by how they met and them in general. As a baby boomer who hears all the time from other boomers and Geneneration Yers about how lazy both millennials and Generation Z are, I wanted to learn more from these three—who are, as you will see in the responses below, in no way lazy—about their work.

If it had been possible to meet face to face and record the entire conversation, we’d have gone even deeper. I’ve asked them, time permitting and without asking them to consult for free, to respond to questions in the comment area of the related Friday With Joan blog so that perhaps we can enhance the conversation among generations. For now, see what they have to say about their generation and learn how it can impact the marketing and performance of meetings and hospitality industry providers. I am grateful to all three for their input.

Jüv Consulting’s founders:
Nick Jain:
 Chief Operating Officer
Ziad Ahmed: Chief Visionary Officer
Melinda Guo: Chief Executive Officer

Q1: In reading the Nov. 30, 2016, print edition of Businessweek, I was drawn to the article about the three of you and Jüv Consulting, and that you met at a Cornell University—known to those in the hospitality industry for their hotel school—camp for high school students intrigued me about the three of you, the structure of the “camp” and how my (hospitality/meetings) industry can make changes in marketing and structure.

Tell us about the format and structure of the camp, how it was conducted and what facilitated the three of you connecting. Was it what most of us think of as a “traditional camp” with an edge? Or did it look like a business meeting, which often looks like the worst high school setup, with rooms with chairs in rows?

What elements did it have that made it conducive to you beginning this process? Add your thoughts about the camp itself; things that readers who plan meetings could use to enhance how traditional meetings could be less traditional and more interactive, informative and push the desire to learn and move forward.

A1: The camp was Cornell University’s Summer College. Essentially, the essence of the camp is that it is an opportunity for high school students to take college courses on a college campus, thereby being able to experience a sense of college life. Therefore, the camp was run very similarly to the way college will feel in some ways (obviously with greater restrictions considering that we were just in high school). At the camp, Ziad (Ahmed) and Melinda (Guo) were in a business course, and I (Nick) was in a debate and rhetoric course.

We were all there at the same time, just in two different courses. Throughout the three weeks that we spent there we got to spend many hours considering topics within the business world (in the case of Ziad and Melinda) and how to appeal to various people (in my course), and overwhelmingly, we began to see many flaws in the way that the business world was attempting to market to teens across the world.

Cornell Summer College gave us a platform to discuss the issues of the business world, and after having done so we came to realize that many of these flaws were coming from adults trying to be teen experts.

We are something far simpler, yet far more profound—we are teens.

There is no other company out on the market that understands the teenage demographic in the authentic way that we do—real teenagers with real understandings for real solutions.

Q2: From this initial interaction came Jüv Consulting and Vine, “a pool of about 300 teens from various socioeconomic backgrounds around the world—a global focus group for hire.” Have hotel companies or CVBs or corporations or associations who create meetings and conventions, contacted you about how to appeal more broadly generationally? I ask because what I’ve seen is that hotels are bending over backwards to create what they believe are guest rooms and public spaces that appeal to millennials only and are not conducive to, well, aging boomers and to people with disabilities. If you’ve either worked with hotel companies or if you could entice them to work with you, what would be the start of the conversation?

A2: We haven’t yet had a client from the hospitality sector, but we would certainly be interested in exploring that. The tourism industry is constantly looking for ways to innovate to accommodate for the changing trends of their visitors, and [we] certainly think we could be useful in assisting with that.

It is important to note though that Generation Z are those born after 1996, so the oldest members of Generation Z are only 20 years old. This means that many members of Generation Z are in school or still living at home and do not yet stay at hotels with their own dollars or without their families. In a few years, as Generation Z emerges more into the workforce, hotel companies will certainly be more interested in our services, and I think we would start the conversation simply by saying, “If you’re interested in having our contemporaries be interested in your hotel, interacting with those contemporaries directly is probably a good place to start.”

Q3: Ziad: It was written that you were “devoted to a diversity nonprofit” you’d started. How has that informed, in addition to the varied pool of Vine participants, your work with clients? In the increasing diversity and more nationalism in the U.S. and around the world, what will that mean to marketing? What are some good examples of changing marketing to be inclusive of a diverse marketplace?

A3, with responses from Ziad: My work with Redefy informs pretty much everything that I do, and has certainly translated into my work with JÜV Consulting in a very real way.

Most obviously, my commitment to diversity is exemplified through the emphasis we have taken to have a team of consultants and a team on the Vine that reflects the diversity (of all sorts) that exists in the world. Beyond that, we are still actively recruiting consultants and Vine members from communities that are not adequately already represented on our team, and that is a massive priority for me as CVO (chief visionary officer).

Furthermore, my commitment to equality is also realized in how we attempt to create our company culture as we seek to cultivate a sense of belonging, understanding and purpose. In regards to marketing, it is certainly true that there is increased diversity and nationalism in the U.S., but what you will find is that those from Generation Z tend to embrace the narrative of diversity far more than that of nationalism.

Our generation (for the most part) loves advertisements that celebrate different identities, and there are countless examples of that whether it be having diverse actors in commercials: James Charles becoming a CoverGirl or hijabi models at New York Fashion Week (NYFW).

The future of marketing is certainly centered around uplifting marginalized people, and we definitely think that is a powerful tool that many companies/brands should consider to gain Generation Z interest.

Q4: Boomers and Xers, in particular, seem to be always angry at millennials and Gen Z, using so many stereotypes of what they perceive to fuel their anger. What do you think contributes to those stereotypes?

In what ways, in addition to hiring Jüv Consulting, can we all begin to break down the preconceptions for interaction in communities? At work? In marketing?

A4: [We] think a lot of what contributes to those stereotypes is just the fact that we have grown up to do our work and be successful in a different way than many members of older generation(s). A lot of boomers and Gen Xers see us as being easily distracted or unable to focus because of the fact that we have grown up multitasking and doing a million different things in a given day, but I think it is important to notice that part of who we are is being able to do many different activities, and pushing ourselves to do and be as much as we can.

Generation Z as a whole generally rejects the notion that you should be good at one thing and stick with that one thing and do it monotonously and continuously. Instead, members of our generation take a vastly different approach, and this can create many negative stereotypes surrounding our generation, but it goes back to the idea that the way we work and the way we perceive ourselves to be successful [varies from other generations].

Additionally, possibly one of the most common stereotypes is that we have extremely [short] attention spans, and quite frankly this can be true, but it is important to recognize that this goes back to the importance we place on efficiency. So many members of Generation Z are trying to do so much that we hate the feeling that we are wasting time. In this way, when we see an ad, we expect to be intrigued after the first few seconds.

Again, these stereotypes can often cause others to feel angry because they don’t necessarily understand the place that they are coming from.

Yes, we may lose attention easily, but no, that’s not because we don’t care about what’s going on around us. In fact it’s often quite the opposite, as we feel as though we aren’t bettering the world when we are wasting time.

Finally, we expect results and we expect perfection. In this way, we can often seem as though we need to be instantly gratified, but what is interesting is to think about the extent to which this is a bad thing.

In our drive and expectation for perfection, we often raise the level of efficacy in the work we do and the work of our peers, and therefore, before casting negative judgement on any of our tendencies, it is important to think about why we might have these certain characteristics, and what effect they actually have. Consider the notion that observations become harmful stereotypes when misconstrued meaning is attached to them.

Q5: The Bloomberg Businessweek article says “Those born after 1996 make up almost a quarter of the U.S. population and wield $44 billion in buying power.” That’s a huge audience for conventions, tourism and hotels. What’s your best advice, without giving away all your knowledge for free, to those in my industry to begin to change perceptions for this market?

A5: Potentially the most important piece of advice that we can give clients is the importance of social media. Having grown up using it, Generation Z essentially speaks it “fluently,” and it is vital for companies and brands to be able to do so as well in order to catch the attention of Generation Z and be able to effectively market to them.

As teens move away from more conventional forms of entertainment, the way brands market to Generation Z becomes more important and more nuanced. Marketing materials have to appeal to Generation Z’s social media standards and have to quickly engage the viewer if they even want to be seen. More specifically to hotels, it’s essential to note that Generation Z expects perfection. The majority of us (in the U.S. at least) have been brought up in a reality where a slight lag on a website is enough for us to be frustrated.

Furthermore, Generation Z does not have the same brand loyalty that generations before us have, and we are certainly willing to abandon brands to find the best product. Ultimately, we want things to feel authentic, genuine, welcoming and most importantly, not cringe-worthy, but my best advice to hotels seeking to pivot to market toward Generation Z is really the basis of this company—talk to us. We exist in a three-dimensional world and whether it be JÜV Consulting or your nephew twice-removed, talk to a member of Generation Z and get a pulse on the evolving complexities that make up the fabric of our generation.

CONTACT INFORMATION for Jüv Consulting:
Website: http://www.juvconsulting.com
Facebook: www.facebook.com/JUVConsulting
Twitter: @JUVConsulting.

5 Ways to Improve Intergenerational Interaction

5 Ways to Improve Intergenerational Interaction

“Each generation imagines itself to be more intelligent than the one that went before it, and wiser than the one that comes after it.”

~~ George Orwell, in a review for Poetry Quarterly, Winter 1945

It wasn’t until much later in life that I learned my generation (baby boomer) was the “center of the universe”! I’m sure in my formative years it was said how much influence we had and yet the research was far less sophisticated than it has become.

The first workshop on generations I attended was at the Nevada Governor’s Conference on Tourism in the mid-’90s where, after I’d presented a session, I sat in on one given by Ann Fishman on generational targeted marketing. I was smitten by what I learned, seeing applications for meetings in every way, and by Ann’s research and ability to present it in a way that made it relevant to us all.

It is said that a generation is a hybrid of both the birth dates identified by demographers and the major socio-historical events that occurred during that time period. This article from The Atlantic looks a bit differently at it; you will see that “Generation Z” is, as of 2014, still not defined!

Before you read further on here or on the interview with Jüv Consulting and in 140 or fewer characters (because Generation Z looks to social media for solutions and answers) write or think about what your greatest intergenerational frustration is.

Done? Please share in the comments section of this Friday With Joan blog post you’re reading now and respond to the poll question here. Now read on please.

Each time I’ve presented or attended a workshop incorporating intergenerational issues, there are always those, in which I include myself, who say, “But I have lots of the qualities of other generations.” How could we not? We adapt out of necessity, curiosity or expedience (I was an early-for-boomers adapter to social media joining “chat rooms” on AOL in the early ’90s).

What is also said in conversations and in sessions—join me at ExhibitorLive on Wed., March 15, 2017, for “Why Can’t We Just Get Along?”—is that they (millennials and Generation Z) are lazy job-switchers and aren’t at all like we (baby boomers and Generation Y) are about work-ethic.

In my early social media experiences came my first major “AH-HA!” moment about generational preconceived ideas: in our writers’ group, we often, in the early evening, had students come in asking for help writing papers.

No one was very nice to them; after all, we were grown-ups and those “young whippersnappers” (did I really use that?!) were using us for what they should have been doing themselves.

Observing this, one member, who participated in the poetry workshops and other chats, who wrote beautifully, kept her identity and age quiet.

Once, while traveling, this young woman IMed (“instant messaged”) me: “Got a minute?” she asked. “Sure,” I replied. She said she wanted to come clean and told me she was 13 and afraid to disclose it for fear of being booted from the group.

My hands flew from my laptop’s keyboard, so stunned was I that a person so much younger than I, and most of those in the chat groups, could write such superb poetry. It changed my perception forever (And Aurora Lee, if you see this or someone you know does, I’d love to be back in touch!).

We are influenced by our age, experience, and the times of our formative years: The “Greatest Generation” by the Great Depression and World War II; the “Silent Generation” by the Cold War; boomers by JFK’s assassination and the civil rights and women’s movements; millennials by social media; Generation Y by 9/11; Generation Z, the first African-American U.S. president.

We can read about all of these experiences and if older, live through them too at different times of our lives. Yet, if we’ve not lived through the experience, how can we expect others to understand except by empathizing about the influence of it on their lives?

Adding to the hostility toward younger generations by baby boomers and Gen Yers is job loss fear.  We have seen people of a “certain age” fired and/or downsized (often because they make “too much money”) and those with less experience, hungry to learn and get their feet in the door and willing to work for less money, take jobs baby boomers and Generation Y once held. I too think there is envy of their ability to learn at one job and move on to something more fulfilling.

Boomers and Gen Yers talk about work-life balance; millennials and Gen Zers live it.

On top of the workplace issues, boomers (and many who are in the silent and greatest generation categories) see that businesses—hotels in particular—are designing and operating for millennials and Gen Zers: low furniture, low lighting (can you see the menus? Or even the room numbers on the guest room doors in the hallways?); casual attitudes and attire. Of course I think that even Generation Z, once they are spending their own money, will look differently at hotels and want a different experience.

For that, I’d look to Jüv for advice.

Here are some ways we can change the environment in which we live and work:

  1. Assume nothing. Treat each person as an individual and not just part of their generation. While doing so, learn about the influences on their generation and ask how they’ve been impacted (here’s one resource, among many).
  2. Use empathy. Put yourself in someone else’s place. This of course could be a great way to understand anyone and it should be. For this particular purpose and blog, use it generationally.
  3. Seek common ground. There’s a great exercise I learned from improv teacher and facilitator, Izzy Gesell—three things in common and one uniqueness—that works well in offices or departments or at meetings to discern our commonalities and develop greater camaraderie.
  4. Mentor up and down. Just as every article about how to use apps or new software or other electronics says to seek out a child or grandchild for assistance, in your workplace and at your meetings, pair up with someone of another generation and mentor. Deloitte Touche Tohmatsu was a pioneer in doing this. Read more on the Deloitte website and within these survey results.
  5. Be proactive versus reactive. Seek out relationships with those of other generations. One of the reasons I was intrigued by and interviewed the three principals of Jüv Consulting was my interest in what they thought and experienced. Opportunities exist everywhere for these interactions.

As a baby boomer, I was graded as someone who “Plays well with others.” No wonder I want us to find common ground. Will you join me, please?

I’m especially grateful to the three principals of Jüv Consulting for their time. I reached out to them and they were willing to be interviewed with no payment. They’re smart and interesting, entrepreneurial and insightful with a wide base of people to provide more input. I hope hotel companies and others will work with them.

Make sure to read their responses on the related Friday With Joan Q&A.

And if you missed it, click here to access the March 2017 edition of the Friday With Joan newsletter for even more related content.

Put on Your Own Oxygen Mask First

Put on Your Own Oxygen Mask First

Meeting professionals—planners in particular—are hardworking, often selfless people who put others first. It’s our role, isn’t it, to ensure all details of a program will go off without a hitch and to put in place a safety and security plan to protect those who attend the meetings and events we do? Alas, we often don’t do the same for ourselves.

I’ve had “that” bug on and off for five weeks. Even hearing from others that it is widespread and even those of us who got our flu shots are “getting it” is not making it easier to endure. I’m in round two, the more serious one, because I, like many who a) are self-employed and aren’t paid for time we aren’t working; b) are meeting professionals with deadlines often missed by others so we have to scramble to get things done; c) are invincible because how could we possibly be too sick to work … took too little time off.

It’s simple advice; I know you know it.

The question is do you follow your own and others’ advice to:

  1. Rest. Get plenty of it. You can skip social events, telling friends that you simply need to rest and will see them another day. Instead of staying up to watch one more episode of (fill in the blank) or respond to one more tweet or Instagram or other social media post, go to bed.

Consider what my very healthy aunt, who did yoga before it was “in,” did at work: insist that your work place have a quiet room that can be used for naps for those who need even 15 minutes to rejuvenate. More meetings and conventions are setting up quiet rooms for those who want to pray, for use by nursing mothers and for people who just need a time out and can’t get back to their guest rooms.

Offices can do better in helping to keep people well by scheduling breaks versus back-to-back meetings and allowing people to do what will keep them healthier in the long run.

  1. Stay hydrated. Drink lots of water (Mixed alcoholic drinks don’t count!). Especially when you are on-site and racing around or doing training and know there’s not time between sessions for bio breaks [insist on at least 15 minute breaks for the health of everyone!] or in back to back to back to back meetings, just say sorry … I need to hydrate and that means bio breaks. You’ll be considered heroic and everyone will thank you—they need the breaks too.
  2. Keep it clean. Keep antiseptic wipes handy and clean your keyboards—all of them—and your phone(s) and other devices. Germs stick around longer than we would like. Oh, and take those wipes with you on planes and trains and wipe down surfaces. So what if others look at you strangely. Better that than sick.
  3. See a doctor. Don’t delay. “It’s just a cold,” is what I said and treated it that way. Although I’ll never know if the flu shot and an earlier doctor visit would have kept this from getting worse, it couldn’t, as my late parents would have said, “hoit” to see a doctor!
  4. Stay away from others … except medical professionals …  because you need to stop spreading germs. It’s why schools close when multiple children and/or teachers are sick—they know that germs spread person to person and by staying home we can stop the spread more easily. This means that if you work in an office outside your home, call in sick. You may be well liked and appreciated; your germs are not.

This year’s bugs—respiratory and other—are making the rounds. Schools are closing because children and teachers are passing the viruses around. Those same schools are wiping down surfaces with disinfectant (I wonder if hotels and airlines do the same. Somehow I doubt it is nearly as thorough. I may become my mother—of blessed memory—and “Monk” and travel with even more disinfectants than before!).

Friends have provided all kinds of other advice, some of which includes whiskey (which I don’t drink), chicken soup (that was done via mail order*), and other home remedies. Most have said that rest and hydration and a visit to the doctor made a difference.

Flu shots? The verdict is out. My primary care doctor said the stats show this year’s vaccine was only 49% effective. Friends and I who got the shot and those who didn’t have had mixed results.

I don’t know that we’re the worst at taking care of ourselves, just that we are bad. We want to appear in control (!) and show that no one else can handle the intricacies of meetings. I thought I’d learned that lesson years ago but this time around, deadlines and “stuff” made me think that over-the-counter meds and a day or two in bed would make me all better! HA!

Although this is addressed to planners, it goes for you too, suppliers! You have quotas to meet and sales calls to make and lunches and dinners you’re required to attend. Maybe we should call “time out” and make the industry healthier by saying it’s OK to crawl into bed and get well and let those who set the quotas know that being healthy is far more important in the long run.

As for me, it’s a Saturday as I write this. I’m going back to bed and maybe tomorrow to the ER depending on what my doctor determines. That, meds, lots of water and rest, I hope will make this stop once and for all.

You? How are you putting on your own oxygen mask? What tried and true remedies have you found that you’ll share in the comments section.

Most of all, stay well!

*I received nothing for posting a link to Grandma’s Chicken Soup.

What Do You and Our Industry Stand For?

Originally Posted Meetings Today Blog

I have written about whether groups should consider boycotting or pulling meetings and other business from states where laws are passed that are in direct opposition to their work or positions on diversity and inclusion. This includes laws that could potentially discriminate against and/or harm those who attend their conventions.

Richard Yep, CEO of the American Counseling Association (ACA), was interviewed in this article included in the July 2016 edition of Friday With Joan and in ASAE’s Associations Now about what his association did, including talking with the governor of Tennessee to try to keep a bill from becoming law, to try to stay in Nashville for their annual meeting. The state passed a law that made it impossible for ACA to meet there.

The Texas Legislature is in the process of considering what has become known around the U.S. as a “bathroom bill.” This and other proposed bills that are considered anti-LGBTQ are causing colleagues, organizations and companies to look closely at their policies—primarily ones on diversity and inclusion, and bylaws and missions—to determine what they will do regarding booking business in states like North Carolina and Tennessee where such bills have been passed and signed into law.

In another publication, ASAE President and CEO John H. Graham IV spoke about the outlook for meetings in 2017 and shared his views on the importance of diversity and inclusion and tracking laws such as those passed and those proposed. In MPI’s Meeting Professional publication, U.S. Travel Association CEO Roger Dow shared a different view of potential actions by companies and organizations in a situation where a law that they do not agree with is passed. The article was first published on the Huffington Post blog.

Dow argues that “we’re all better off when travel is not weaponized through bans and boycotts, but instead used as a unifying force for building understanding.” He then gives examples of destinations or entire states (North Carolina, Indiana, Mississippi, etc.) that lost business due to passed legislation.

While I believe the issues raised by Dow are critical because fewer jobs or less well-paying jobs hurt individuals and communities, I believe as strongly that potential harm to communities—and to those who travel on business or come to cities for conventions and conferences—must be considered when determining to boycott a city, hotel company or other business/destination whose practices are not in sync with one’s personal beliefs or the beliefs representative of a specific organization.

This blog will be published on the day on which a new U.S. President is being inaugurated and you may read it after he is. It comes after a weekend when a sitting member of Congress, a civil rights leader and 30-year U.S. House of Representatives member, John Lewis (D-GA), spoke out against the legitimacy of the election of the new U.S. President.

After Mr. Lewis’s comments, Mr. Trump tweeted the following:

“Congressman John Lewis should spend more time on fixing and helping his district, which is in horrible shape and falling apart (not to…… mention crime infested) rather than falsely complaining about the election results. All talk, talk, talk – no action or results. Sad!”

[This message was written over two tweets].

If you are not familiar with John Lewis and his life of action that yielded results, you can read more from The Atlanta Journal-Constitution and on Biography.com. [It was reported by reliable sources that the incoming U.S. president was not familiar with John Lewis, which I found abhorrent. I share the views of Charles M. Blow, a writer for The New York Times]. I wish I had Mr. Lewis’ energy to do all he has done to move the world toward justice.

In the Jan. 2017 edition of Friday With Joan, which contains one of the many blog posts that I regularly write for Meetings Today, I wrote about the importance of meetings bringing people together.

Consider this a call to action for you to bring these topics to discussion in the comments area below and in your own organization and families:

  • What do you stand for?
  • In what instances will you speak out, individually or as a company, about the rights of others—whether it’s the right to use a restroom or the pay employees receive (including the rights and pay of hotel higher-ups or of hotels themselves versus line workers in hotels, for example); the rights and pay of women or the rights of immigrants on whom our industry is dependent?
  • How are you working to better the world and the conditions in which we all live?
  • Would you do what some Texas DMOs and PCMA (during PCMA’s Convening Leaders in Austin) did? [You are encouraged to read the comments, some are frightening and important to know]. And here’s more news on the Texas Welcomes All coalition.
  • Are you making your meetings truly sustainable and seeking vendors and venues that practice human sustainability as well as “greening” efforts that benefit our world?
  • If, as stated in Roger Dow’s article, a great percentage of planners do not believe boycotts are effective, what do you think will help keep discriminatory laws from being passed if it’s not the “business case” often used to justify diversity and inclusion? What will help raise wages for those who are underpaid? What will help laws like North Carolina’s HB2 to be rescinded and avoided elsewhere?

How much are you willing to say or do to create change and in what ways? At a joint Shabbat service on Friday night on Jan. 13, 2017, at the Sixth & I Synagogue in D.C.*, which I attended with a diverse group of industry and other friends, this quote, from Rabbi Hillel, was said: “If I am not for myself, who will be for me? If I am not for others, what am I? And if not now, when?

I ask you for our industry and the people we bring together and those who work in our industry, if not now, when? What do we stand for and for what will we stand?

*The Sixth & I Synagogue service I attended has been held every year since 2004, jointly with Turner Memorial AME Church, to honor Dr. Martin Luther King Jr., and Rabbi Abraham Joshua Heschel.

2017 Meetings Industry Hopes & Predictions

Originally published Meetings Today Blog

Predictions and resolutions are the stuff new years are made of. In the last days of 2016, on Facebook and other social media sites, after the deaths of beloved celebrities, many said they wanted 2016 over; that “enough was enough.”

Keith Knight, known mainly for his cartooning but to me known as a brilliant speaker on police brutality and race relations, got it right in his Jan. 1, 2017 cartoon.

Others of us, in reaction to the election results in the U.S. and elsewhere, to the horrors against humanity in so many countries, including the United States—the killing and homelessness and poverty of so many—wondered if we could just hold on to 2016 to get it right before we started again.

2017, alas, is here.

At the end of 2015, I wrote a predictions blog that I never posted. I reviewed it at the end of 2016 and found, much to my dismay, too much was still true.

Instead of revising that, I started over, seeking, before I wrote, input from colleagues in a variety of positions in our industry. My thanks to those who were able to respond; to those whose lives made it impractical, I hope, when you read this, you’ll add what you might have said if you had been able.

The questions I asked of colleagues and my responses follow. Add what you hope and predict for our industry—or more broadly, for our world—in the comments below. And please answer the poll questions too so we have a sense of what you, our readers, think.

The world is in a great deal of flux. What is your hope for meetings and our broader hospitality industry for 2017?

I hope that we…

  1. Remember that hospitality and meetings are about people, bringing them together to solve problems, learn and take the results of those interactions back to their work places, communities, homes and to renew body, spirit and knowledge.
  2. Look at technology as a tool not as a solution at and for meetings and at and for facilities—that replacing people’s jobs (concierge, room service, front desk, restaurant servers and perhaps meeting professionals since anyone, right, can take forms and complete them to arrange a meeting, etc.) with robots or other technology may not be the best thing for our economies and for what may soon not be a relationship industry.
  3. Help build on the diversity and recognition of those over-represented but not recognized or in positions of authority (women and people of color) and people of more diverse backgrounds through more conversations like the one used here. Also that hotels stop giving excuses for not being really accessible while pretending to be in compliance with the ADA (Watch for an upcoming newsletter on accessibility, personal experiences and what you can do).
  4. Take our responsibilities as industry professionals seriously and learn more about how meetings can be different than they have been. (You know my stand on awful room sets. If just one hotel or conference center could please have an ad or website with a room set that is audience-centric…).
  5. Act against laws in states like Texas where they are likely to enact a law similar to that North Carolina passed and that caused meetings and business to cancel. If you can’t see it as a human rights issue, see it, as diversity is always positioned in our industry, from the business case (If you read this before or during PCMA in Austin, head on over to the State House for the opening of the Legislature on 1/10).

If you choose to do so, what are your hopes for the world for 2017?

My hopes are not much different for the world as for our industry and mirror many of those expressed by my colleagues in what I call “Part 2” of the Jan. 6 newsletter.

As a child and still as an adult, I’ve always believed if we could just talk with each other and see life from each other’s points of view or experiences, we might make peace. So the optimistic idealist (or pessimistic optimist) in me wants to believe that in spite of the dictators and torture, in spite of the pretense of getting along when we don’t, we might find common ground (See the link above and here again for an example).

What is your prediction for one area of meetings or hospitality for 2017?

If the new U.S. President and his Administration make it more difficult for people who are Muslim or who reside in Muslim-majority countries to come to the United States, meetings—scientific and medical meetings in particular—will suffer the lack of broad input leading to a loss of research and solutions to serious problems. Just as the cutback in the ability of U.S. scientists and others to attend conferences when the scandals about meetings hit, a ban on those who can attend conferences will hurt us all.

Of course, the cutback on U.S. government meetings is likely to remain in the wake of budget considerations and the President-elect (or President, depending on when you are reading this) calling for agencies to shut down and people to be laid off. I can only imagine more U.S. government meetings being hit. Not good for any of us! But then perhaps it won’t happen if we speak up about the impact it has on people and business.

Most of all, I will try to write about things that stimulate conversation and thought and hope you will provide input so I know what you need/want to make our industry better.

On a personal note: at the end of this year, two people important to me died: one, an association stalwart, Ed Able, once CEO of the American Association of Museums, and the other, the young husband and father of a meeting planning friend and colleague, Shira Kundinger. Other friends suffered cancer and other illnesses and were hospitalized. And we observe at the first of the year the yahrzeits (death anniversaries) of dear friends and colleagues, Laurie Meyer and Stan Aaronson.

I thus wish each of you a healthy and safe new year.

May you find purpose to act on what’s important to you, may you find a way to be inclusive in your actions and thoughts, and may you help make the world a better place.

 

Is Alcohol Needed at Meetings & Events?

Originally published Meetings Today Blog
The stories from Russia about the lives lost to alcohol poisoning (from both vodka and less traditional “beverages”) are devastating but no more so than this article about the how heavy drinking for women has been “normalized” or even romanticized.

I’ve written before about this topic and will continue to talk and write about it because it is a health and a safety issue—for those who consume alcohol, those who are in their paths when they drive and all those who surround them.

It’s an issue of host responsibility and liability when one has a holiday* (office, friends and/or family) party or a meeting or event or invites others to events as suppliers in our industry do. It astounds me that we still consider an event not “festive” enough if alcohol is not served. Given the make up of our industry (believed to be mainly women) you’d think we’d be more careful about wanting to not poison people.

I drink now and then. In my immediate family, alcohol just wasn’t consumed so I never developed a “taste” for it and I’m fortunate to not be an alcoholic, active or in recovery, as so many friends and colleagues are. I’ve always said I’m not “anti” alcohol consumption but after reading the above noted story about women and consumption, I may change my mind.

These guides from MADD and FindLaw cover dram shop laws; another from the Global Gaming Business Magazine provides more information. It’s always best to talk with your organization’s or client’s attorney and those involved in risk management to learn more about you and your organization’s responsibilities for alcohol service.

Laws vary by country. If you’re conducting a meeting or business outside the United States, learn more about customs and laws to ensure safety and protection and appropriate behavior.

Whether it’s New Year’s Eve or an industry event, a family gathering or a meeting you’ve planned, plan responsibly for alcohol consumption and consider if you really need it at all.

*If you’re already looking ahead to next “holiday season,” please try to be inclusive of all: not everyone is permitted to attend parties; not everyone celebrates the same winter holidays; and if you’re decorating in red and green, considered traditional Christmas colors [Hanukkah’s are silver or white and blue; Kwanzaa’s are red, black and green], call it a “Christmas party” since the decor won’t fool anyone!

I wish a safe and healthy new year to each of you. Watch for the Jan. 6 Friday With Joan newsletter for hopes and predictions from me and others in our industry.

Insurance: How Covered Are You and Your Meetings?

Original published Meeting Today Blog 

Insurance: How Covered Are You and Your Meetings?

One of the best lessons I ever learned was from Jeff King, Esq., who, for years, was the attorney for the Convention Liaison (now Industry) Council. In a lawsuit over a client’s cancellation of a meeting—where the client and I, individually, and my company were all sued—we hired Jeff to defend our case. He said, “It doesn’t matter if you are right or wrong, you can still be sued.” –

Because of that, because of others’ research and work in this field, and because of what I observe, I have and will continue write and teach more about meeting and event risk and how to best manage it. No matter how much Tyra Hilliard, others and I teach and write and speak about it, it doesn’t seem that individuals and the industry understand that what we do is risky business*.

Given that there is still not sufficient planning around meeting and event risk, it astounds me when I hear people and groups question whether or not to insure aspects of their meetings and events. There is a belief that if contracts contain the necessary clauses (do yours?) there is no need to have insurance or that certainly whatever the venue has must cover you and your meeting. Here are three resources (the August 2016 edition of Friday With Joan, a free contracts webinar I recently led for Meetings Today, and another free contracts webinar hosted by Tyra Hilliard) that provide plenty of information to consider.

Also consider these “what ifs”:

  • An “Act of God” (force majeure) occurs just before your meeting commences causing any number of participants from arriving and the meeting goes on because you’re there, and key players and others have already arrived. You’ve given your F&B guarantees. You believe that force majeure will no doubt be in effect. It is my understanding that force majeure or “impossibility” clauses cover what happens if the entire meeting is stopped or if the occurrence—say a storm—is in the destination and not en route. What costs might you incur that might be covered if you had insurance?
  • Your main stage speaker is a no-show or (worse or better?!) does not deliver what people expect from what is said and your meeting registration information contains a clause where if people aren’t satisfied, they may ask for a refund of their registration fee. Now what?
  • Someone over-drinks before attending an event that’s part of your meeting and then drinks again—with the drink tickets you thought protected you because you only gave each person two—and injures themselves or others. Who and what is covered for any damages to people and property? In the event of a lawsuit?
  • You or a speaker, exhibitor or entertainer play music for which you didn’t secure music licensing agreements and you’re sued. How will you—either as an in-house planner or third party who made the arrangements—be covered for legal costs?
  • You’re a third party who helped a client select a site that they later cancel. If you work on commission, what now? If as a result of the cancellation, the client is sued as are you for what is believed your role—whether it was booking a site that was, for the meeting, under construction, or didn’t have AEDs and in your RFP you didn’t ask and someone is harmed, or … well, I’m guessing you can fill in the blanks.

Can you, in contracts or with insurance, cover and be protected from all contingencies? I doubt it. Things happen—like laws that are passed in states like North Carolina causing groups to cancel or move their meetings, or the hotel, at the last minute (which could be two weeks for some or the day before for others) changes your meeting space or there’s a strike at an airport causing extreme delays and people turn around and go home versus coming to the meeting or … you fill in the blank.

Yes, there are laws that cover some contingencies. And still, there are costs involved that without insurance may not be able to be restored.

I’m not an insurance expert or a lawyer. All I can do is advise clients and readers and students to learn more about how they, individually, are covered, and by whom in booking and/or executing a meeting or event, and that they investigate with their risk management and legal advisors what they need to cover.

My gratitude to Lou Novick of the Novick Group in Rockville, Md., an insurance broker who knows meetings, for adding his knowledge to the sidebar of this blog. Lastly, this bulletin from Narcotics Anonymous is a good primer on why having liability insurance, including for events, is a good idea.

P.S. Here’s a couple bonus resources that also may be worth your time:

*If you’re in the San Diego area, I’ll be leading a session on identifying risk and developing a contingency plan on Dec. 15 for the Calfornia Society of Association Executive’s (CALSAE’s) f2f meeting. I’ll be leading the discussion via livestream and you must be physically present at the event to participate. Learn more here.

Giving Thanks and Expressing Gratitude

Original published Meeting Focus Blog

Giving Thanks and Expressing Gratitude

Funnya blog of thanks should have been easy to write. As I drafted it, I realized how much more complicated it was. Having been brought up to say “thank you” and express gratitude in many ways for the smallest act, the holiday of Thanksgiving and this blog are another opportunity to express thanks, although not the only day to do so. 

I hope leading by example, we each can find ways to thank others on a daily basis.

Thanksgiving, as many of us know it, is a particularly U.S.-centric holiday.* It is one about which my feelings are murky: once a day of family, friends and strangers around a table or of volunteering time to help others, it now is more about shopping and the day after, more shopping, and about eating and football. This year, I’ve read how many are worried about political conversations and fear of flying mashed potatoes.

Were we having a meal with others, the company would be carefully vetted especially for this day of thanks and giving. I hope that you too will think about those to whom you give thanks and will offer it to them and in the space below for comments.

My thanks go to many:

  • To those whose jobs require that they work on Thanksgiving including those in our industry who will toil much of the day to clean, cook and serve guests. And just as I do when I stay in hotels, a note of thanks with a tip (for me, it’s at the end of the stay because I do not have my room cleaned daily) is a way to thank those whose work is back-breaking when they clean hotel rooms.
  • The many organizations and people who give to those who do not have what most of us have: shelter and food. In this time of great homelessness and hunger, I hope that you will find organizations like Rock and Wrap it Up (with special thanks to Jim Spellos for his work to spread the word) that can help your meetings share your abundance.
  • Colleagues who read and comment and thank me for the help from this blog, webinars, other teaching; those who have come to me for career and job advice, about ethics dilemmas and how to better manage risk—thank you for entrusting me with your learning.
  • Kiki, Shelly, Jeff, Elizabeth and Sherry for ensuring your values and your actions are in sync.
  • The kind people of the Grand Rapids CVB who, seeing me struggling to find a meeting room and avoid steps for a recent industry meeting gave me hugs, guidance and then brought me a cuppa coffee. You always make me feel better!
  • My parents, of blessed memory, who gave me, by word and deed, values that drive me to be kind, to learn, to help, to accept and embrace others who may be unlike me, and who lived by example.
  • My friends and family who give so much love and support—with a special thank you to my husband, Joel Levy, who I met in an AOL writers chat room (early social media!) years ago and with whom I’ll have, when you read this, just celebrated 20 years of marriage. And childhood and still friends Kathy, Kathy, Maggie, Sarita and Vickie, who remain steadfast in my life sharing values and caring deeply about others as we did then and still do.
  • Colleagues who set bad examples (of not thanking others, or writing bad contracts; of setting rooms in straight rows, and other “meeting crimes”) so that I can remember to do better—thank you! Learning from bad examples as well as good (“Seating Matters”** by Dr. Paul Radde for example) helps all of us learn.
  • A friend named “Susan” who sent me the perfect post-election gift—you rock! I’ve checked with four “Susans” in my life and all swear it wasn’t them. If you see this, ‘fess up! I am so grateful for the note and laughter!
  • To the industry associations, especially MPI and PMPI, in which I got involved when I moved to DC in 1978, and was afforded the opportunity for leadership by the late Bill Myles that propelled me within a few years to be Chapter President. To you, Doug Heath (MPI’s second CEO) who gave me opportunities for which I am still grateful.
  • Without Doug appointing me to serve on the CIC Board for MPI, I’d have never met Cricket Park (now the Reverend Cricket Park) who, after the ADA passed, came to a CIC Board meeting to teach us about meetings and accommodation. Who knew then how a) I’d need it for my own life and b) the importance it would make to helping others. Thanks, Crick! You continue to rock the world!
  • Deborah Sexton, CEO of PCMA, thank you for acts of kindness, great and gracious.
  • Immense gratitude to the many people from whom I’ve learned—public school teachers in Dayton, Ohio (you, especially, Stan Blum, Jim Payne, Bing Davis, and the late Lenore Clippinger), industry folks like Howard Feiertag from whom I learned some of the best negotiating skills; industry attorneys who helped me learn from their words and my work negotiating with, or testifying as an expert witness for, them; clients, beginning in 1981 when I started my business, who entrust me with their meetings and staff training; And to you, Karen Mulhauser who hired me in my first meeting planner-with-a-title job in 1978, how did you know?
  • The animal shelters (two that have now combined into one) from which we adopted our dear kitties—rescue is best!—are owed thanks for allowing me to learn to love and care for pets and laugh at how much I didn’t know about cats!
  • Those who are speaking out about racism, misogony, Islamophobia, homophobia and other hate have my gratitude. Meetings have always meant a way to bring people together. Now, we have even greater reasons to use our skills to bridge chasms opened by the last U.S. election and by the hate throughout the world directed at refugees and others. You, Vic Basile, when you were HRC(then F)’s ED and hired me to do the events; you, Bob Witeck, who became my friend when I moved here and have continued to help guide companies including those in the hospitality industry to be inclusive; you, Charles Chan Massey, for your work with the Personal Stories Project; you, Gaby Pacheco [just one link; search for more about her and her remarkable life and work] who included me and have taught me so much  more about what it means to be an immigrant and how I have a responsibility to speak out for inclusion.
  • President Obama and his family for leading with head and heart, with empathy, and for being role models for families everywhere. Partisan or not, I know a good family when I see them! Thanks too for showing the world that “Washington” is not evil—that the District of Columbia, a place I’ve called home since 1978, is a diverse and wonderful place with museums, parks and real people, not just politicians.
  • The editors of a meetings publication that gave me my first industry writing opportunities, that’s you, Tony Rutigliano and Dave McCann, in particular, who believed that because I could teach I could write. You helped me hone my skills.
  • My amazing editor, Eric Andersen, at Meetings Today, who not only ensures that it all makes sense but looks good too and Tyler Davidson, content editor for Meetings Today, my thanks for a platform to teach and learn more.
  • The civil rights and social justice icons who lead by example, some putting their lives on the line, two of whom (Joan Trumpauer Mulholland and Rep. John Lewis (D-GA)) I finally had an opportunity to meet, will forever have my thanks. You continue to give me and others courage to speak and act.

My list, in no particular order, is not inclusive. To quote a former presidential candidate, it takes a village, and in my life, my gratitude extends to an immense village. In the past few years, so many industry colleagues and others in my life and the lives of those I love have died. My Thanksgiving wish is that rather than waiting until someone dies to express how much they mean to you, the gratitude you have for their work and examples, please do it now. Start below in the comments—it will encourage others to say thank you and for our list to extend the feeling of Thanksgiving beyond the day.

*Never having lived in Canada or observing Canadian Thanksgiving, I was interested to read about the similarities and differences.

**Although I wrote the foreword for Paul Radde’s “Seating Matters”, I was not nor am I compensated.