Managing a good convention (Or, how NOT to be like AX 2007)
Written by Jeremy Snow
Published on 07/11/2007
Originally from Binary Culture / [the-lowdown.net]
http://www.binaryculture.net

Well, now that it's been a couple weeks and the reports have started to settle down, I believe there is one thing that we can say about this year's Anime Expo:

It was a mess.

Now don't get me wrong, any convention that includes licensing announcements for such awesome shows as Tengen Toppa Gurren Lagaan and
Mahou Shoujo Lyrical Nanoha (first two seasons) can't be all that bad. However, based on the amount of negative feedback, including a long, angry blog from one of their guests, Anime Expo 2007 was not as organized as it should be.

Think about it, this convention has been running for over 15 years. After 15 years of running anything, it should pretty much be like second nature to the staff involved, even assuming that more than 50% of the staff are replaced every year, enough staff members with experience should be around to insure the smooth execution of anything and everything that has to do with the convention. Especially if you've got guests of honor like Hirano Aya, who came all the way from Japan.

So what's the big deal then? Why is it that not only with Anime Expo, but other anime conventions such as Fanime or Otakon, there always seems to be a sense of chaos?

It's not the convention itself. Take Comic-Con International for example. In 2006 there were over 100,000 fans attending, while Anime Expo saw a little over 44,000 this year. Yet, attendees of Comic-Con are satisfied by their trip year after year after year, and the convention itself has appease such guests as Ray Bradbury, Kurt Busiek, Mark Buckingham and other stars of the comic and sci-fi genres.

So what is it that makes them so different? Well, I believe that there are two important factors that Anime Expo and other anime conventions should take into consideration to help make their conventions more welcoming and friendly, as well as being able to satisfy their attendees' needs.

Firstly, limit the number of "Volunteer" staff dramatically, or keep said volunteers on a very short leash. The worst thing you can do in a situation where there are thousands of people attending your convention is to hand out authority to a thousand people who probably aren't in positions of authority for a reason.
Yes I understand that hiring professional staff is expensive and not necessarily practical for everyone, and that many conventions have a "By fans, for fans" mentality, but at least make sure that these volunteer staff members don't get too big for their britches. There are a number of reports coming out of AX that cite rude behavior from volunteer staff members to guests from Japan and other guests. According to one attendee:

"This staff was disappointing, disgraceful, and humiliating, as representatives of US anime culture, and as representatives of our country itself to our foreign friends that came all this way to share a passion."

While it is important to maintain a certain level of orderliness, and to do so a large volume of staff may be needed, at least have the volunteers divided into smaller groups with a senior staff member directly above them so that we have someone to talk to in case they are treating an attendee poorly. None of this runaround to try and find someone in a position of authority, make it clear. You want to give your customers just one ass to kick...don't make them run around and kick five.

Secondly, and this is probably the most important, don't forget why you're convention is possible in the first place. AX attendees are in agreement, almost to the point of hopeless concession, that AX is an industry convention that deals with the big players and they are often lost in the shadows of the huge Anime distributing companies. It should not be like that. No matter who you've got coming to the convention, no matter how many big names are wanting to set up camp with your venue, you should never forget about your attendees. Continuing to do so is what causes such a tense relationship between staff members and attendees. When the attendee no longer feels valued as a customer and the staff member no longer sees the customer as a vital part of their convention, things like AX 2007 happen. So please, love your attendees...they pay good money to come to your event and to see that the money they gave you was put to good use.

In short, keep a close eye on your volunteer staff and never forget where the convention came from. Yes it may have spawned from the ambitious dreams of a few people...but the money, the backbone of all conventions, is in each and every attendee. Sure, one or two attendees getting mad and leaving doesn't seem like a big deal, but dissatisfaction is like a disease. Anger one fan to the point where he no longer attends and he'll take his convention budget elsewhere...along with 10, 15, 20....maybe 50 other people.

PROTIP: Don't piss off attendees. Thanks.

P.S: I will have some more reviews and features coming out very soon. Keep an eye out!