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CONTENTS
List of Illustrations ix
Foreword xi
Preface xiii
Acknowledgments xvii
Section 1
Chapter 1
What Is Professional Meeting Management? 1
A Fresh Perspective 3
Jeffrey Cufaude
Section 2
What Is a Professionally Managed Meeting? 15
Meeting Management Strategies
Chapter 2
Starting with the End in Mind:
Creating Objectives for Meetings and Events 17
Monica Myhill, Jack J. Phillips
Chapter 3
Effectively Managing Your Meeting’s Budget
and Financial Success 29
Vicky A. Betzig
Chapter 4
Sponsorships and Strategic Partnerships:
A New Approach 49
Sherrif Karamat
Chapter 5
Marketing and Promotion:
Strategy and Collaboration for Success 61
Ellen J. Toups
Chapter 6
A Strategic Perspective for Meetings Management 83
Richard A. Binford
Chapter 7
Independent Meeting Planner:
Entering a Brave New World 93
MaryAnne P. Bobrow
Chapter 8
Small Meetings Management:
Small Does Not Mean Uncomplicated 105
MaryAnne P. Bobrow
Chapter 9
Committees, Volunteers and Staff:
Working Together to Make Meetings Successful 115
Kelly Peacy
Chapter 10 Technology Toolbox for Meeting Managers 129
James Spellos
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Destination Options, Issues and Assistance
Chapter 11 Site Selection 143
Kevin C. Lewis
Chapter 12 Convention and Visitors Bureaus:
Partnering with Meeting Managers for Success 161
Paul Vallee
Chapter 13
From Bits to Webcasts: The Technology Relevancy Factor 179
David Angeletti
Chapter 14 Convention Centers: Unraveling the Mystery 197
Michael T. McQuade, Julie Burford
Chapter 15 The Conference Center Difference 213
Tom Bolman
Chapter 16 International Meetings, Conventions, and Exhibitions 221
Leigh Wintz
Chapter 17 Co-Locating Trade Shows 239
Mike Muldoon
Program Development
Chapter 18 Strategies to Embrace the Adult Learner 247
Sandra K. Strick
Chapter 19 Program Design and Development 265
Wanda Johnson
Chapter 20 Writing Effective Learner Outcomes 283
Brian Miller, Glen C. Ramsborg
Chapter 21 Hiring Speakers and Working with Speaker Bureaus 305
Brian D. Palmer, Donald C. Jenkins
Chapter 22 Multicultural Aspects of Meetings 317
Sue Tinnish
Chapter 23 The Environment for Meetings and Events 337
Jeffrey Beck
Meeting Procedures
Chapter 24 Taming the Registration Beast
Kenneth G. Carlisle
359
Chapter 25 Housing and Room Block Management 375
Susan Bracken, Peter Shure
Chapter 26 Food and Beverage Arrangements 399
Patti J. Shock
Chapter 27 Exhibitions: It’s Show Business After All
David A. Weil
419
Chapter 28 Signage and Wayfinding for Meeting Managers 437
Carol J. Sconzert
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Chapter 29 Audiovisuals: Principles That Improve Meeting
Communication 451
Greg Van Dyke
Chapter 30 Environmentally and Socially Responsible
Meetings and Events 467
Amy Spatrisano, Nancy J. Wilson
Chapter 31 Guest Programs, Hospitality, and Recreation 487
Andrew Schorr
Chapter 32 Planning Special Events
Max Suzenaar
499
Chapter 33 Transportation Strategies and Solutions 511
Steve Weathers, Kathleen Eddy
Chapter 34 It’s Showtime: Final Instructions to the Facility
and Your Supplier Team 523
Gail E. Mutnik
Meeting Production
Chapter 35 Convention Services Manager 535
Association for Convention Operations Management,
Editorial Committee
Chapter 36 Effective Meeting Communications
and On-Site Operations 553
Steve Drew, Janet M. Cooper
Chapter 37 Suppliers and Contracted Services 563
Carol J. Sconzert
Chapter 38 They Came, They Met, They Left — Now What? 579
Glory Wade
Legal and Ethical Considerations
Chapter 39 Ethics 591
Tyra W. Hilliard
Chapter 40 Negotiating Strategically: Building Relationships
and Striving to Do Better than Win-Win 603
Samuel R. Tepper
Chapter 41 Facility Contracts in the Meetings Industry 627
John S. Foster
Chapter 42 Developing Supplier Contracts 649
Mary Catherine Sexton, Julia W. Smith
Chapter 43 The Americans with Disabilities Act 663
Jonathan T. Howe, Barbara F. Dunn
Chapter 44 Risk Planning and Emergency Management 671
Tyra W. Hilliard
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Evaluation
Chapter 45 Determine the Success of Your Meeting
through Evaluation 691
Monica Myhill, Jack Phillips
Chapter 46 Return on Investment for Meetings and Events 711
Monica Myhill, Jack Phillips
Section 3
What Is a Professional Meeting Manager? 725
Chapter 47 The Professional Meeting Manager 727
Joan L. Eisenstodt, Mitchell Beer
Appendix A Resources
737
Appendix B About the Editors
743
Appendix C “Meeting Management by the Book—Professional Meeting
Management Turns 20” 745
Appendix D Past Contributors 749
Glossary
751
Index 777
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L I S T O F I L L U S T R AT I O N S
Figure 2.1
Figure 2.2
Figure 3.1
Figure 3.2
Figure 3.3
Figure 3.4
Figure 4.1
Figure 9.1
Figure 9.2
Figure 12.1
Figure 12.2
Figure 12.3
Figure 12.4
Figure 12.5
Figure 15.1
Figure 15.2
Figure 15.3
Figure 18.1
Figure 18.2
Figure 19.1
Figure 19.2
Figure 19.3
Figure 19.4
Figure 19.5
Figure 22.1
Figure 22.2
Figure 22.3
Figure 22.4
Figure 22.5
Figure 23.1
Figure 23.2
Recommended Percentage of Meeting Objectives at Each
Level 22
Sample Objectives for IAMPS Upcoming Conference 26
Sample Functional Expense Budget 32
Sample Functional Income Budget 35
Sample Income Statement 38
Sample Spreadsheet Control Report 40
Strategic Partnership Development Model 50
Volunteer Lines of Communication Reporting to the Meeting
Manager 119
Program Committee Structure Reporting to a Board of
Directors 121
Typical CVB Business Flow 163
Vancouver, British Columbia 163
The CVB Sales Cycle 168
Online Request for Proposal (RFP) 169
The BestCities Global Alliance Brochure 171
Conference Center Meeting Rooms Are Designed Specifically
for Comfort and Productivity 215
Customers of Conference Centers Anticipate a Flawless
Meeting Environment and Proactive Service 216
Conference Centers Provide Continuous Refreshment Service
Outside of Meeting Rooms 217
Learning Styles 257
Factors in the Learning Experience 259
Program Design and Development Flowchart 267
Sample Advance Planning Timeline for a Large Annual
Meeting 270
Sample Planning Timeline 271
General Program Outline 276
Sample Program Schedule for Multiple-Day Meeting 277
Definition of Culture 319
Proxemics in North American Culture 322
Communication Takes Two People 324
Cultures of the World Arranged along the High/Low
Context and Monochronic/Polychronic Continuum 327
Inappropriate Gestures 329
Serpentine Queue 344
Example of Booking Diary 345
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Figure 23.3 Roundtable Set-up Seating Eight People
per 60-Inch Table 347
Figure 23.4 Schoolroom (Classroom) Set-up 348
Figure 23.5 U-Shape Set-up 350
Figure 23.6 T-Shape Set-up 350
Figure 23.7 Traditional Boardroom Set-up 350
Figure 23.8 Hollow Square Set-up 351
Figure 23.9 Rounded Hollow Square Set-up 351
Figure 23.10 Theater-Style Set-up in Modified-Chevron 352
Figure 23.11 Theater-Style Set-up with Wall and Cross Aisles 353
Figure 24.1 APEX Event Registration Form Template 364–365
Figure 24.2 Layout with a Straight Queue and a Serpentine Queue 369
Figure 25.1 Sample Request for Proposal Form 382
Figure 25.2 Bell Curve for 1,650 Committable Rooms 386
Figure 25.3 Bell Curve for 500 Committable Rooms 387
Figure 27.1 The Four Basic Booth Types 429
Figure 28.1 Sample Wayfinding Plan 442
Figure 28.2A Directional Sign Plan 443
Figure 28.2B Directional Sign Plan 444
Figure 34.1 Example of an Event Specification Guide 526
Figure 34.2 Example of a Function Sheet 528
Figure 34.3 Example of a Catering Function Sheet 529
Figure 35.1 The Role of the Convention Services Manager 536
Figure 35.2 Checklist Template for Managing a Citywide
Convention 543
Figure 35.3 Sample CSM Checklist for a Convention Hotel 548
Figure 37.1 Wireless Communication Options 559
Figure 40.1 Defining the Zone of Possible Agreement (ZOPA) 609
Figure 40.2 Example of ZOPA: Structural Deadlocks 622
Figure 40.3 The ACESTM Negotiation Process 624
Figure 44.1 Vulnerability Assessment Chart 676
Figure 44.2 September 18, 2001: The Millenium Hotel 685
Figure 45.1 Phillips Evaluation and ROI Process 698
Figure 45.2 Session Evaluation Example 700
Figure 46.1 Chain of Impact 714
Figure 46.2 A Systematic ROI Process Model 718
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