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Security and Crowd Management Techniques Dr. Tamara D. Madensen Director, Crowd Management Research Council University of Nevada, Las Vegas Rick MarCnez Senior Director of OperaCons Bethel Woods Center for the Arts ICMC San Antonio, TX November 11, 2013

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Page 1: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

Security  and  Crowd  

Management  Techniques  

Dr.  Tamara  D.  Madensen    Director,  Crowd  Management  Research  Council    University  of  Nevada,  Las  Vegas  

Rick  MarCnez    Senior  Director  of  OperaCons    Bethel  Woods  Center  for  the  Arts  

 

ICMC    San  Antonio,  TX    

November  11,  2013  

Page 2: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

Understanding  Crowd  Dynamics    

•  People  do  not  go  “mad”  in  crowds.  

•  Human  behavior  is  influenced  by  “cues”  present  in  the  social  and  physical  environment.  

Page 3: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

How  do  we  change  behavior?  •  Reduce  provocaCons  

•  Increase  percepCons  of  effort  and  risk  

•  Decrease  percepCons  of  rewards  and  excuses  

Provoke  

Effort  

Risk  

Excuses  

Rewards  

Page 4: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

If  we  secure  it,  will  they  come?  

Page 5: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

Guest  Services  versus  Crowd  Management  

Challenge  belief  that  guest  services  (enhancing  the  guest  experience)  is  at  odds  with  safety  and  security    

Page 6: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

Crowd  Science  and  Crowd  Psychology  

Page 7: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

RDFC  Crowd  Management  Model  

2  Disarming  

 Limit  use  of  force,  coercion,  

and  intrusiveness 1  

Reasonable    

Restrict  the  fewest  freedoms  possible  

4  Consistent  

Set  and  reinforce  

behavioral  expectaCons

3  Focused  

 Target  only  harmful  

behaviors  and  condiCons

Page 8: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

Be  Reasonable    

What  will  you  expect  of    guests?  

Page 9: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

Reasonable    

Restrict  the  fewest  freedoms  possible  

•  Understand  the  role  of  the  crowd  manager    – Focus  =  enhance  guest  experience  by  ensuring  public  safety  

•  De-­‐emphasize  the  “enforcement  only”  mentality  – Dangers:  Over-­‐zealous  security  personnel  

•  Communicate  purpose  – ProacCvely  explain  changes  in  rules  or  enforcement  pracCces  

Page 10: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

Be  Disarming    

How  will  you    interact  with  guests?  

Page 11: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

Disarming    

Limit  use  of  force,  coercion,  and  intrusiveness •  Con?nuous  communica?on  

– Facilitate  dialog;  PosiCve  interacCons  

•  Appearance  – Body  language  (eye  contact,  arms  crossed)  

– “Geared  up”  response  teams  –  out  of  view  

Page 12: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

Be  Focused    

Against  whom  will  you    intervene?  

Page 13: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

Focused    

Target  only  harmful  behaviors  and  condiCons •  Target  problema?c  behaviors/

condi?ons  – Focused  intervenCons  on  specific  dangers;  Not  the  crowd  

•  Intervene  quickly  and  directly  – Do  not  allow  others  to  encourage  violence  

 

Page 14: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

Be  Consistent    

How  will  you    set  and  reinforce  house  rules?  

Page 15: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

Consistent  

Set  and  reinforce  behavioral  expectaCons

•  Consistent  messaging  – Reduce  potenCal  to  misinterpret  rules  

•  Consistent  training  – Minimum  standards  for  all  staff,  refresher  courses  

•  Consistent  interven?ons  – Equal  treatment  of  all  guests  

Page 16: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

Case  Study:    Bethel  Woods  Center  for  the  Arts  

Page 17: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

Problem  Focus:    Excessive  intoxicaCon  and  inappropriate  behavior  

impacCng  guest  experience  on  the  lawn  

ContribuCng  factors:  •  TailgaCng  •  Underage  drinking  •  Crowd  density  •  Security  deployment  

Page 18: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

IntervenCon  Strategies:    TailgaCng/Underage  Drinking/DUI    

Response  #1  •  For  large  shows,  reduce  tailgaCng  Cme  from    3.5  to  2.5  hours  

Reasonable   Disarming  

Consistent  Focused  

Altered  PercepCon:    

EFFORT    

Page 19: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

IntervenCon  Strategies:    TailgaCng/Underage  Drinking/DUI    

Response  #2  •  Pre-­‐wristband  over  21  guests  in  lots  

Reasonable   Disarming  

Consistent  Focused  

Altered  PercepCon:    

RISK    

Page 20: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

IntervenCon  Strategies:    TailgaCng/Underage  Drinking/DUI    

Response  #3  •  Police  presence  in  lots  to  cite  for  underage  drinking  and  public  intoxicaCon  

Reasonable   Disarming  

Consistent  Focused  

Altered  PercepCon:    

RISK  &  EFFORT    

Page 21: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

IntervenCon  Strategies:    TailgaCng/Underage  Drinking/DUI    

Response  #4  •  Create  a  “banned  patron”  policy  –  track  ejecCons  

Reasonable   Disarming  

Consistent  Focused  

Altered  PercepCon:    

EFFORT  &  REWARD  

Page 22: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

IntervenCon  Strategies:    TailgaCng/Underage  Drinking/DUI    

Response  #5  •  Increase  signage  (DUI/DWI,  Guest  Policies,  Code  of  Conduct)  &  use  a  trained  Security/Hospitality  team  to  mingle  in  lots  and  reiterate  policies  

Reasonable   Disarming  

Consistent  Focused  

Altered  PercepCon:    

EXCUSES  

Page 23: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

IntervenCon  Strategies:    TailgaCng/Underage  Drinking/DUI    

Response  #6  •  Reinstate  “Designated  Driver”  program  and  provide  parCcipaCon  incenCves  

Reasonable   Disarming  

Consistent  Focused  

Altered  PercepCon:    

EXCUSES  

Page 24: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

IntervenCon  Strategies:    TailgaCng/Underage  Drinking/DUI    

Response  #7  •  Install  breathalyzer  kiosks  in  lots  or  near  exits  

Reasonable   Disarming  

Consistent  Focused  

Altered  PercepCon:    

EXCUSES  

Page 25: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

IntervenCon  Strategies:    TailgaCng/Underage  Drinking/DUI    

Response  #8  •  Partner  with  local  cab  company  to  provide  no-­‐cost  ride  service  

Reasonable   Disarming  

Consistent  Focused  

Altered  PercepCon:    

EXCUSES  

Page 26: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

IntervenCon  Strategies:    TailgaCng/Underage  Drinking/DUI    

Response  #9  •  UClize  Department  of  TransportaCon  VMS  boards  to  announce  zero-­‐tolerance  and  addiConal  police  checkpoints  

Reasonable   Disarming  

Consistent  Focused  

Altered  PercepCon:    

EXCUSES  &  RISK  

Page 27: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

IntervenCon  Strategies:    Security/Density  

Response  #10  •  Raise  lawn  Ccket  prices,  increase  lawn  chair  rental  prices  

Reasonable   Disarming  

Consistent  Focused  

Altered  PercepCon:    

PROVOCATIONS  

Page 28: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

IntervenCon  Strategies:    Security/Density  

Response  #11  •  UClize  pavilion-­‐adjacent  grass  areas  as  an  extended  Family  Zone    (prohibits  alcohol,  dancing,  standing)  

Reasonable   Disarming  

Consistent  Focused  

Altered  PercepCon:    

PROVOCATIONS  &  EXCUSES  

Page 29: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

IntervenCon  Strategies:    Security/Density  

Response  #12  •  Add  addiConal  video  screens  and  speakers  in  remote  areas  

Reasonable   Disarming  

Consistent  Focused  

Altered  PercepCon:    

REWARDS  &  PROVOCATIONS  

Page 30: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

IntervenCon  Strategies:    Security/Density  

Response  #13  •  Create  a  Lawn  Supervisor  posiCon  to  address  guest  requests,  verify  ejecCon  necessity,  and  coordinate  in-­‐house  security  with  contract  security  roam  teams  

Reasonable   Disarming  

Consistent  Focused  

Altered  PercepCon:    

RISKS  &  PROVOCATIONS  

Page 31: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

IntervenCon  Strategies:    Security/Density  

Response  #14  •  Designate  specific  roam  team  areas  to  increase  accountability  

Reasonable   Disarming  

Consistent  Focused  

Altered  PercepCon:    

RISKS  

Page 32: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

Bethel  Woods  Strategy  

Provoca?ons   Effort   Risk   Rewards   Excuses  

Response  #1   Response  #2  

Response  #3  Response  #3  

Response  #4  

Response  #4   Response  #5  

Response  #6  

Response  #7  

Response  #8  

Response  #9  

Response  #9  

Response  #10  

Response  #11  

Response  #11  

Response  #12  

Response  #12  

Response  #13  

Response  #13  

Response  #14  

Page 33: Security)and) Crowd Management Techniques · Security)and) Crowd Management Techniques Dr.)TamaraD.)Madensen))Director,)Crowd)ManagementResearch)Council))University)of)Nevada,)Las)Vegas)

Contact Information

Dr. Tamara D. Madensen 702-895-5903 [email protected]

Rick Martinez 845-583-2003 [email protected]


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