Answering your attendees’ questions — our best practices

Answering your attendees’ questions — our best practices

If you have planned an event in the past, you know that no mat­ter how much infor­ma­tion you give across a vari­ety of sup­ports, atten­dees will always have ques­tions for you. Some­times because they find it eas­i­er and more pleas­ant to chat with the event plan­ner, oth­er times because the rel­e­vant infor­ma­tion is hard to find or hard to understand.

It is impor­tant to pro­vide them with all the answers to ensure that they attend your event and have a great expe­ri­ence, and to build a strong rela­tion­ship. Patience, antic­i­pa­tion and rep­e­ti­tion are the key­words here. Using feed­back from our event plan­ners, we have put togeth­er a short guide to answer­ing questions.

Anticipate some of the questions

You should make a list of all the infor­ma­tion that should be high­light­ed and com­mu­ni­cat­ed to your atten­dees. Antic­i­pat­ing on some of the ques­tions and giv­ing a heads up is strong­ly appre­ci­at­ed by par­tic­i­pants. Take the time to make a table list­ing all the ques­tions you may have as a par­tic­i­pant, from the most basic to the most com­plex. Add the nec­es­sary infor­ma­tion to answer these ques­tions. Use all the con­ver­sa­tions you have already had in the past to out­line recur­ring themes.

Exam­ples of Fre­quent­ly Asked Questions:

  • I can­not attend the event any­more, can I sell my tick­et to some­one else? Can I get a refund? Can I can­cel my registration?
  • I am com­ing by car, where can I park? How do I get there?
  • I am com­ing with a child, should I get a tick­et for them? Is there a dif­fer­ent rate for kids?
  • Can peo­ple with reduced mobil­i­ty access the venue?
  • I can­not find my tick­et, what should I do?
  • I have not used my pro­mo code but would like to, how can I do that?
  • I am exhibit­ing but have not received my pass, can you send it again?
  • I am being asked to pay but have already done it, can you help me?
  • Can I bring a seat/an umbrella/…?
  • Do you have a cloak­room? Is it free or is there a fee to use it?

If you have received fre­quent­ly asked ques­tions, don’t hes­i­tate to include your answer to those on your com­mu­ni­ca­tion sup­ports and repeat them to your atten­dees by email or on social media.

Create template answers

Take the time to cre­ate a set of prewrit­ten answers. It will save you time when the ques­tion is asked and ensure you have a con­sis­tent way to address that question.

Antic­i­pat­ing ques­tions helps you lim­it the num­ber of ques­tions you receive from atten­dees and cus­tomers. That way you can focus your time and atten­tion on the more com­plex ques­tions and, most of all, on plan­ning your event!

Group information by topics and by target recipient

Too much infor­ma­tion kills the infor­ma­tion. Be care­ful not to over­load your poten­tial and future atten­dees with too much infor­ma­tion. It is impor­tant to pri­ori­tise infor­ma­tion by top­ic and recip­i­ent. Com­mu­ni­cate at key times using dif­fer­ent email­ing cam­paigns accord­ing to the sit­u­a­tion and only send the infor­ma­tion to the rel­e­vant recipients.

Be available and approachable

Being avail­able for your atten­dees is key. Do not leave their ques­tions unan­swered. Engage­ment from you favours a good rela­tion­ship with your audi­ence, and fos­ters a pos­i­tive image for your organ­i­sa­tion and your event. It also makes it eas­i­er for them to access the venue and have a good expe­ri­ence on the day and for you to get good feedback.

Many com­mu­ni­ca­tion chan­nels exist — email, phone, mail, instant mes­sag­ing, social media, etc. Favour those that your atten­dees use most. You do not need to be present every­where, choose the most rel­e­vant chan­nels and be avail­able at the times your audi­ence needs you most. The cho­sen chan­nel will influ­ence the expect­ed response time and lev­el of detail. This must be tak­en into account in your com­mu­ni­ca­tion strategy.

Useful information, again and again

Always remind peo­ple of the use­ful infor­ma­tion to access your event: time, loca­tion, access, trans­ports near­by, doc­u­ments to bring, etc. If there is a change, warn peo­ple as ear­ly as pos­si­ble — send an email, a text mes­sage or any oth­er way to ensure that the mes­sage will get through. If you can, ask for a con­fir­ma­tion of receipt.

Other key points

  • Cre­ate a quick and easy to find access on your website.
  • Repeat but don’t spam. 
    • Repeat­ing the same infor­ma­tion too often can bore your par­tic­i­pants. Be mind­ful about when you com­mu­ni­cate and how often your remind peo­ple about key infor­ma­tion. Make the infor­ma­tion avail­able with­out nec­es­sar­i­ly giv­ing it in full each time.
  • Rephrase if the same ques­tion is asked sev­er­al times. 
    • It could be that your answer is unclear.

Now that you know how to answer your atten­dees’ ques­tions, you can keep plan­ning your event using Weezevent by click­ing below:

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