‘It is important that the registration system which you decide upon is as simple as possible.’

USING COMPUTERISED REGISTRATION SYSTEMS

There are an increasing number of software packages available to conference organisers that can streamline the whole registration process. By entering the delegate details just once you can automatically produce:

• a personalised letter of confirmation
• a badge
• an invoice
• and allocate workshops, hotel bookings, etc.

Windows® formatted modules can be incorporated to plan and track accommodation, catering, partner programmes, excursions, budgets, etc and may also include a register of venues. Each of the growing number of software packages have different benefits and considerations so it is worth seeing a demonstration of each, and if possible talking to current users of the systems. Most can be networked so that a number of people can access and use the system. Some can be purchased in modules allowing you to pay for only those modules that will be of use to you. As is standard with most computer software packages, technical support is available for registered users.

Assessing costs

Always look carefully at the cost and terms of the support offered, which although probably essential can, in some cases, be quite prohibitive. However, the time that these software packages can save in administration and reporting can be very substantial.

Modifying your existing software

If you are organising your first conference for a society or association you may well not have the luxury of a dedicated software program. In this case one alternative is to have your own program written by a computer programmer. It can be designed to suit your exact requirements and hardware but will still incur possibly high costs in programmers’ fees. If considering your own custom-made program remember that technical support may still be needed on an on-going basis, and check that the programmer will be able to provide this.

WEB-BASED REGISTRATION SYSTEMS

Web-based registration systems are becoming increasingly popular and look very professional, with some organisers using these as their preferred or only booking facility. Using a pre-set format delegates are able to book online and make payments, receive automated confirmation details, etc. You can purchase specialist software or use a service provider. Most systems are very flexible, and you may only need to purchase or hire specific modules.

OTHER REGISTRATION OPTIONS

Data companies

Some organisations choose to delegate the registration process to a specialist registration company. These companies are experienced in handling registrations for all kinds of conferences and exhibitions, and can provide other associated services such as invoicing, credit control, badging, mailings, etc. The companies can provide staff and the equipment for computerised on-site registration as well as handling pre-event registrations. It is worth discussing your requirements with one or two registration companies to establish exactly what they can do for you, and at what cost.

Find out what they can offer that you cannot, or most likely do not, have time to do yourself. The cost of professional registration services may prove prohibitive for the smaller conference but with larger events are worth giving some consideration to. As with all event professionals, do not think of the cost alone. Consider the other, less tangible, benefits of having experienced personnel with a computerised and efficient system in the front line.

Dealing with registration in-house

You may decide to handle the bookings and enquiries yourself, or at least keep it in-house. This need not be the daunting task it may appear, so long as a system is put into place to ensure that it is as automated as possible. Decide on your system before the first bookings arrive.

SETTING UP YOUR OWN IN-HOUSE MANUAL SYSTEM

All delegates registering to attend the event, whether fee-paying or otherwise, will require a confirmation that their booking has been received and they are expected to attend. The confirmation document can include a number of items such as directions, instructions for when they arrive, reminder of the registration time, etc. Ensure the letter, in keeping with the brochure and any other literature issued, is attractive, unambiguous and follows the house-style if appropriate.

What to include in the information pack

Directions

The venue should be able to provide you with a map to issue to all attendees. Make sure that it is up-to-date. It is not uncommon for new roundabouts and traffic systems to be put in place whilst the venue merrily carries on issuing the same map, causing unnecessary grief to the delegates in the process.

There are companies who will provide maps of any given area customised to your own specification. These look very attractive and can incorporate your own logos. (Perhaps yet another sponsorship opportunity?)

Invoice/receipt

You will have already established whether or not payment is to be made at the time of booking or whether individuals can be invoiced. This is a decision that should be made in conjunction with the organisation’s accounting department or honorary treasurer.

Similarly credit card payments will need to be processed according to the organisation’s normal practice. The registration process can get very complicated if the payments have to be separated and sent to the accounts department for processing, and the protracted process can also increase the room for error and mislaid documents. You will have to discuss the implications of this with appropriate management and find a system that will work for you all.

Confirmation details

The letter of confirmation should be, as usual, in line with the company/organisation’s corporate image, and should be welcoming and clear. Instructions should be precise and unambiguous. Remind delegates of the registration time and whether coffee will be available to them on arrival. (See Figure 10.)

Badges

Some organisers dispatch badges with the letter of confirmation to save time and prevent unnecessary queuing during the registration period. If this is the case they should be instructed to bring the badge with them to gain entry and to collect a badge holder (if used) when they register.

Make a note of all correspondence with delegates so that you know exactly what has been dispatched and when. Should any delegates have any queries you will then be able to check the dispatch details immediately. Keeping a file of the completed and processed booking forms, in alphabetical order to be taken on site, will ensure that you will quickly be able to look up any particular delegate’s queries.

Notification of workshop allocation

If workshop places have been designated, relevant details such as time and location could be included in the letter of confirmation.

A list of useful numbers and travel hints

Supply the name and telephone number of a local taxi firm, rail enquiry number, nearest airport, etc. Also indicate the most convenient tube station if the event is in London. By contacting London Transport you may be able to obtain tube maps and other helpful leaflets that you can include in the information pack.

REGISTERING DELEGATES ON-SITE

It is important that the registration system which you decide upon is as simple as possible. Before the arrival of computerised registration systems it was usual for badges to be laid out in alphabetical order on the registration desk. This is derided these days by some professional organisers, but although not terribly sophisticated it is a reliable and effective method of registering delegates. The badges are easy to locate as each individual arrives at the desk, and it is easy to see at a glance who is and who is not in attendance. For security reasons an alternative method is to put the badges in alphabetical order in a long box so that unregistered delegates are unable to ‘assume’ the identity of someone who is pre-registered. If packs, papers, bags, etc are also to be handed out ensure they are laid out in an obvious order. If space allows you could have separate tables so that delegates can register and collect their badge at one table and then move on to a second table to collect their packs, etc. This also encourages delegates to move away from the main area of registration as quickly as possible.

Keep an area free for dealing with late payments and queries, and ensure that you have all the items to hand that you may need, such as receipts, pens and credit card facilities. Remember to book a phone line if an automated credit card facility is to be used.