Factors influencing experience in crowds - The organiser perspective

Area of Science:

• Sociotechnical systems
• Crowd science
• Event management

Background:

• Crowds are common but participant experiences vary significantly.
• The organizational approaches to crowd management are not well understood.
• Crowds are complex sociotechnical phenomena influenced by multiple factors.

Purpose of the Study:

• To explore the priorities and considerations of crowd organizers.
• To understand how organizers approach participant experience in crowd situations.
• To identify gaps in knowledge and support for event organizers.

Main Methods:

• Conducted semi-structured interviews with 41 crowd organizers.
• Interviewees were responsible for various aspects of event design, planning, management, and operations.
• Focused on organizers' priorities and their attention to participant experience.

Main Results:

• Organizers predominantly prioritized finance, security, and health & safety.
• Limited explicit attention was given to factors directly impacting participant experience.
• Organizers relied on personal experience and judgment, often bypassing available guidance.
• Guidance was perceived as problematic in content and format.
• Organizers of small-scale or infrequent events showed the largest knowledge gaps.

Conclusions:

• Enhanced understanding of crowd complexity and participant experience factors is needed among organizers.
• Usable, tailored guidance and tools are essential for effective crowd management.
• Specific support is required for organizers of infrequent or small-scale events to ensure consistent, high-quality participant experiences.