Conference Conundrum
It was quite a number of years ago but I still remember my very first conference. I felt like Alice in Wonderland having fallen down the rabbit hole – overwhelmed yet fascinated by what I saw. And no matter how confused, I was completely enamoured by the characters and the combination of work and fun squashed into a very few short and intense days.
The inspiration at these events puts an extra verve into my work and either validates my current initiatives or gives me the next practical step when I’m not exactly sure of how I want them to progress. It can be as simple as a passing statement made by the speaker during a session or a quiet remark by another delegate at one of the networking events.
Whenever I can’t make a conference, I seem to experience withdrawal symptoms (and not from the liquid refreshments!) I get anxious about missing out on learning from my heroes and the latest ‘gurus’ in the field and of course, what evolutionary trends are going to impact my company and over the years, any of the role(s) I have held in Service and Support from analyst level through to senior management. Somehow, although nice to have, a copy of the presentations just doesn’t cut the grade as many of them are slide prompts for the speaker that don’t always convey or relate their message in the conference ‘afterlife’, nor do they give you the extra stories and anecdotal information that are often the linchpin to complete the learning experience and what many call the ‘light bulb’ moment.
Conferences are not just meet, greet and ‘be seen’ but are an inherent part of our industry landscape with exciting programs. They combine both known and unknowns meaning that the up-and-coming have opportunities they have not been previously afforded. We learn from many experiences from the tried and true through to progressive new perceptions and innovations.
Given the value that we attribute to conferences, why is it such a conundrum for the ‘approving’ individuals to allow our team leaders and managers to attend? So many people have to beg and plead to go and many miss out on this vital piece of training and professional development. News flash for C-level – you benefit from investing in your team leaders’ and managers’ being at such events and can earn even more through improved reputation for your organisation if they are also asked to speak and share their experience.
The platitudes of “it’s not in the budget”, “we can’t afford it”, “we can’t have you away” are old and sorry in the least. Perhaps it means we need to be better at communicating the priority of being at a conference. We need to be as adamant with our own learning continuity and professional knowledge currency as we are with our own staff. As an absolute minimum, negotiate as part of your annual review, at least one national conference per year to meet your development needs. Why? Because it is at these events that you are presented the opportunity to validate and learn current and future knowledge needed to effectively operate in your role and enhance your career.
HDAA are big believers in the value of conferences and working with partners like itSMF because they help fulfil our vision of collaboration and knowledge in the service and support industry.
At the two conferences we attended this year, itSMF New Zealand “Clever People Doing Clever Things” and itSMF Australia’s LeadIT “Mining Information & Engineering the Future”, enabled people to observe and connect with some of ITSM’s well known and respected leaders for the first time as well as meet some fantastic every day practitioners that had some amazing experiences to share. The programs had good content depth, and very well themed and managed networking and award/ dinner events.
Both conferences provided the perfect backdrop to our live recordings of ITSM Antipodean Podcast Episode 5 and Episode 8 where our regular crew Karen Ferris, Tristan Boot, Andrew Friar and myself, could chat casually with speakers and delegates about their experience. We were spoilt for choice when it came to show-stopping co-hosts and guests – Chris Dancy, Rob England, Rob Stroud and Ivor MacFarlane just to name a few.
The Annual Industry Awards in WA were definitely a highlight both for the amazing masquerade gala dinner and HDAA having three of our members competing for various awards. Australian Defence Organisation, Monash University and Sinclair Knight Mertz (SKM) …and the winner is…
Other members, such as ANSTO, have also been past award winners and we know that even though the award application process is rigorous, just being nominated as a finalist is an enormous boost for your ITSM profile and credibility. More than that, the improved morale and productivity of your team(s) is well worth the effort.
The best comment made was that these events are far more than the ITIL bandwagon. ITSM conferences have matured – a coming of age in service management.
So where does that leave us with the conference conundrum? There isn’t one! You only have to look at the detail of the sessions of both conferences to know that you are accessing cutting edge knowledge and learning strategies from real practitioners and actual experience. There is no sign-off excuse by approvers if your organisation wants to ensure an edge by maintaining the development and capability of its leaders and managers!
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Rod says:
Why the conundrum? Here’s my take. As a vendor who has been to dozens of PACRIM, ITSMF, CeBIT, Government Technology and other miscellaneous business and helpdesk trade shows, I’ve spoken to literally hundreds of delegates and their “approving” bosses.
As a vendor, we are very interested in the reasons why delegates do, or do not attend such an event, as delegate numbers have a direct bearing on ROI. To this end, I have always made it part of my research to ask people why they have attended and how many work colleagues are with them. I also try to spread the word about industry events when on-site at a client, or doing consulting work.
The biggest reason that people cite for non-attendance is price. More accurately, bang for buck. Managers that I speak with are also mindful of the so-called “junket factor”. With so many of these events being held at exotic locations (PACRIM a few years ago were tossing up between Hamilton Island and Ayers Rock!) with lavish “Gala dinners” at places like Sea World, Dreamworld, Movie World, Sydney Harbour cruises, etc etc. bosses get the feeling that perhaps there is a little too much play, not enough work. I suspect also that the raving reports by delegates about the fun and grand time had at the conference may incite a touch of jealousy with those who missed out on such an event due to budget, staffing levels back at the helpdesk or some other reason.
The fact that vendors are now accustomed to offering Berocca and other such hang-over amelioratives the morning after the gala event indicates the level of excess that can occur (not to mention the light-hearted, yet desperate attempt to lure the hard-core convention delegate to their booth one last time). Alas, the attendance figures for the morning after are not good. When all of this gets back to the boss, is it any wonder that their approval stamp is disinclined?
When events are held in Casinos like they often are, the added lure of gambling and the associated events held at casinos can be a compelling distraction for delegates. As a vendor, it’s disappointing and frustrating to see delegates walk straight out of the conference – mid lecture, straight through the vendor hall and right into the gaming rooms. I remember a few years ago at Jupiters many did this and there was a lot of chatter about it from the vendors. Not long after this conference I was doing some consulting at a client of ours and a disapproving remark was made to me from senior staff members about an employee that attended the conference and spent most of it gambling. His colleagues noticed it of course, told their boss and they have never sent another staff member to a conference like this again. It’s now company policy! In this case, it seems that one person ruined the image of the conference for the rest.
A final point worth noting is the now mandatory motivation speaker to open the conference. Entertaining for sure, but relevant? It’s a moot point I guess…..except when the HDI book Laurie Lawrence 2 years in a row to tell the Kieran Perkins Olympic story!!! Not good. Heard it before Laurie. By booking higher profile speakers, and guest motivator, the price of the conference can only go up.
All of these factors can make it difficult for corporate bean counters to tick the approved box. I can imagine a conversation going something like this…
Helpdesker to boss : I would like to attend the annual helpdesk and service management show. It costs $3000 per head.
Boss : Why do you want to go?
Helpdesker : To learn how to implement better service management for our company and deliver better support to our clients
Boss : Sounds good. Where is it?
Helpdesker : On the Gold Coast, with Gala event at SuperDreamWorld
Boss: Gala dinner eh?
Helpdesker : Should be great. They’ve booked Cold Chisel, U2, and Pink Floyd to play for us.
Boss : hmmmnn
Helpdesker : ..and Sir Richard Branson will be talking to us about how to be the best we can be
Boss : …and whereabouts will this event be held on the Gold Coast?
Helpdesker : Jupiters Casino. So excited! I’ve never been to a casino before… plus they have special discounts if you stay in their 5 star rooms.
Boss : Will our vendor be there?
Helpdesker : Sure, all the regulars will be there. I’ll have a look around the vendor hall and see what is on offer and report back.
Boss: We just spent $1,000,000 on [insert tier1 product here] and we’re not moving anywhere, so don’t look too hard.
Helpdesker : OK, I’ll just get all the goodies and swag – I love all the freebies at these events
Boss : Let me think it over (locks drawer with the “approval” stamp in it….)
Perhaps a touch cynical…
If price is a factor, perhaps the conference can look at
1. Reducing the profile of the motivating speaker, or cutting them out altogether
2. Look at alternate venues. This is a business convention. Does it have to be held at 6 star resorts?
3. Re-think the Gala events. Exclusively booking out MovieWorld / Seaworld for a night cost how much???
Still, if you take all the fun out of the event, you end up with a conference about helpdesk and service management.
Pretty dry stuff at the end of the day….unless of course you love service management!
Which I do.
September 12th, 2011 at 6:38 am