TCEB Proves its Mettle in a Crisis

Interview with Thailand Convention & Exhibition Bureau (originally published in December 2008)

When did the Thailand Convention & Exhibition Bureau (TCEB) form its Crisis Management Team?

TCEB set up a crisis team earlier this year to develop strategy, overall processes, and communications. The crisis management team proved its value during the recent political uncertainties, particularly for events such as ITU Telecom Asia 2008, and IT&CMA, where it was crucial to provide timely and relevant information to international delegates both prior to, and during the event itself. The team also launched incentives packages to retain customers during the time of crisis.

What are its mission and objectives?

The safety and security of all our delegates are TCEB’s top priority. In the event of any kind of uncertainty, it does not have to reach crisis proportions before we act. It is our aim to maintain close communications with all our stakeholders to ensure they have timely, relevant and accurate information on unfolding events wherever they may perceive a potential impact on visiting delegates directly, or more generally on the image of the MICE sector. The crisis team also creates new initiatives to counter the effect of the crisis. Some of those initiatives are:

a) Hosted trip for international organizers or associations to experience the peaceful situation in Thailand.

b) Incentives for confirmed events before 31 Dec 2008 etc.

Who is in the crisis management team?

The MICE crisis management team comprises representatives of public sector agencies and the private sector MICE stakeholders, including TAT, AOT, TEA, TICA, THA, major hotels, and venue operators etc. It is vital that the public sector and the industry acts coherently to ensure that delegates and international MICE operators are provided with timely information as the result of the considered judgement and specialized experience of our multi-stakeholder team. Our ‘Thai Team’ approach is definitely one of our strengths.

TCEB works with all these team members to collect the latest news and develop updated consensus statements to be released by all MICE operators, travel agencies, hotels, venues, organizers, and business associations etc. TCEB itself is responsible for developing statements for the overall MICE industry, and at the request of MICE operators, provides support for specific events to update the situation.

As well as responding to specific situations, the ‘Thai Team’ MICE crisis management team continuously monitors political and economic trends as well as the security situation, and holds regular meetings in order to anticipate and develop appropriate strategies.

Can you describe some of the key steps taken when a crisis arises?

Because a crisis team must act quickly and in concert, of course we have agreed procedures in place so that everyone knows his or her role, and communicates the agreed message coherently and effectively.

Having consulted with all team members to obtain the latest information updates from reliable sources, the TCEB crisis team discusses the appropriate level of response, and drafts an official statement, which must be approval by the head of our marketing communication team and the TCEB president. Once approved, the statement is distributed to all team partners and through TCEB’s own regular communication channels: TCEB e-messages are sent to all MICE stakeholders registered on our database (TICA, TEA members, and all MICE operators).

We may also ask TCEB representatives to distribute statements targeted at specific countries around the world, and also use the newsflash function on the TCEB website. TCEB’s marketing team and other staffs are also of course kept fully updated so that they can deal personally with any inquiries as they arise. We are especially conscious of the need to provide the most accurate information available, as often there is a need to correct exaggerated media reports that can result in unnecessary over-reaction to what are often very localized problems.

How would TCEB respond to organizers of different events in times of crisis?

We also develop specific statements tailored to specific events, particularly for upcoming events where international organizers are faced with questions over personal safety or security for a planned event in Thailand. This was certainly the case during the political uncertainties of the past months.

For example, during ITU Telecom Asia 2008, we provided organizers with updated information and appropriate advice for travellers, in order to put events in their true perspective. For example, news reports repeatedly showed the clashes that took place on a single night, whilst in reality, the problems were limited to two specific locations far from the business and convention venues. For the most part, business continued as usual, with no disruption to services, and the exhibition halls stayed full throughout the duration of both events.

Each crisis situation is different, and we learn from each experience. What have been most valuable are the excellent cooperation we have enjoyed among the many government agencies concerned and the private sector. Our aim is to develop and disseminate practical, timely and helpful messages that provide event delegates and business visitors with reliable assessments of any situation that may affect their security. Whilst encouraging delegates to be aware of any emerging crisis situation, we believe that a wider perspective will allow them to enjoy their visit to Thailand to the fullest.