Unusual Situations

Overview

Duty Managers need to be able to think on their feet to deal with a situation as it occurs and evolves. However there are some extreme examples all Duty Managers should know before working on a show which are described below. The steps taken are by no means the only way to look at the problem but to give you an example to follow and the priorities that should be taken. If you feel there is a better way to deal with the issue then please contact the Chief Duty Manager and he will add it as his discretion.

Shutdowns

Shutdowns consist, in their most basic form, of shutting down the projector. Most commonly they involve contacting the projectionist and asking them to put the slideshow back on after the trailers but before the film to 'buy some time'. From a Front of House perspective this mainly occurs due to overrunning ticket sales, which could be down to a number of issues including large audience numbers or a delay in ticket sales, resulting in not being able to process all the sales before the film starts. It is better to decide early on that you may need a shutdown as it is good practice to keep the projectionist informed on the risk as it develops. This then allows them to be prepared for the shutdown if it is still required. Similarly to avoid an end of show panic it's a good idea to tell the projectionist to do a shutdown unless told otherwise if you suspect you may need one.

Once the shutdown has occurred the Duty Manager must clear the queue (or other issue) as soon as possible to reduce the delay to the audience. It is often a good idea to go back to the projectionist and ask them to restart the film as the last few tickets are being sold.

Note: Weaponising a Shutdown

On some occasions audience members may be presenting a hazard to the show. This could be due to trying to photograph it, drunken behaviour, etc. This should be used only as a last resort before calling Security , the point being to 'embarrass' the person into leaving so the show can restart. This is done by asking the projectionist to stop the film and asking them to restart it once the situation has been resolved. If this hasn't worked to removed the offending individual then

Issues in L3

Sometimes there may be serious issues with L3 other than simply tidying. The most common issues are Health & Safety related however some other group may think they have it booked. In the latter situation as the Duty Manager you can refer to the printed copy of the room bookings timetable on the Exec Office wall. If this fails to induce motion then the online room bookings can be checked and if that doesn't work security should be called who will confirm and enforce the room booking. Similarly, if the room is locked security can be called who will then open it.

On the subject of Health & Safety these issues should become obvious when you perform the checks inside of L3. Many issues can be dealt with relatively simply such as an object blocking the doors however instances where H&S are severely compromised require more attention. For instance one of the Fire Escapes is locked or unusable it is important to know if it is safe to use the room. This is done by calling and inquiring of Security whether it is OK. In this example if it is OK then an announcement should be made before the film to inform the audience that in the event of an emergency that escape route is unusable.

Should something in L3 be broken, such as a seat or desk, the show is still OK to continue. If it poses a genuine H&S concern it can be taped off so the audience don't use it but only do this sparingly. On discovering an issue inform Security when possible so that we don't get the blame for breaking it. In most cases they know but it is best to play it safe. In general the best solution if you are in doubt is to contact Security or the Chief Duty Manager, as they tend to have their finger on the pulse.

Ticket Selling

Announcements

ANNOUNCEMENTS TO THE QUEUE

There are two ways to announce to the queue: (i) a single announcement to the entire queue; (ii) a series of quieter announcements to portions of the queue. If the queue reaches the bridge or beyond, then (i) will not be possible. In most cases, it is best to request the attention of those in the queue - "May I have your attention, please?" - before delivering the informative part of the announcement. One should enunciate when announcing. After making an announcement, the DM should wait by the queue for a few seconds in case anyone has a question.

ANNOUNCEMENTS FOR THE TILLS

The most likely announcements to the queue for the tills are: (i) to say that tickets are on sale; (ii) to ask customers to have their university cards and correct change ready; (iii) to assure customers at a very busy show that tickets are still available and that they will not miss any of the film.

ANNOUNCEMENTS FOR THE DOOR

The most likely announcements to the queue for the door are: (i) to say that the doors are open; (ii) to apologise for a long delay in opening the doors.

ANNOUNCEMENTS TO THE AUDIENCE

There are two ways to announce to the audience in L3: (i) from the back row or the balcony; (ii) from the stage.

ANNOUNCEMENTS FROM THE BACK ROW OR THE BALCONY

These announcements are usually to apologise for an interruption to the film and assure the audience that the problem (a snap, say) will be quickly fixed. They may be made with the house lights on or off but must always be made with no music playing.

ANNOUNCEMENTS FROM THE STAGE

These announcements must be made with the house lights on and no music playing. Their purpose is for the DM to address the audience on particularly important matters. For example, an apology for a heavily delayed start should be made from the stage, and so should an apology for a long interruption or a series of interruptions to the film.

Sellouts

The DM is responsible for deciding how many people should be admitted to the theatre, which may not be ascertainable until more than 300 tickets have been sold. However, at a very busy show, it is often apparent long before the film starts whether the show will sell out.

If there are fewer than around 30 people who cannot be admitted, then they must be turned away or invited to buy tickets to the late screening (if there is one). However if the demand for tickets is greater, then the DM should consult the Exec members present and, if absent, the Chief DM and Chief Projectionist, about arranging, staffing and publicising an additional screening (or even additional screenings). Those who cannot be admitted must be turned away or invited to buy tickets to the late screening (if there is one) or any additional screenings.

Long, Busy Doubles

When a long film (> 2 hours 30 mins) is scheduled for a double screening, it may be necessary to keep extra control of the crowd at the late screening. Since the film is long, the audience won’t be leaving the 6.30pm screening until at least 9.20pm. In this case, the DM for the late screening will need to ensure a suitable exit path for patrons leaving the early. The best way to do this is to ask the audience to queue along one of the walls (normally from the entrance door with the stewards, past the toilets and then down the main concourse towards physics). This will keep them out of the way of those leaving L3, as well as ensuring that they don’t get mixed up with those still queuing for tickets.

Making Signs

There are two main cases in which it may be necessary for the DM to make signs for the screening: (i) for information for everyone; and (ii) to catch the attention of an individual when has become too late to ask the projectionist to shut down to allow for a DM announcement. Signs should be made as clear and concise as possible, including both WSC’s and our Sponsor’s logos (from wscpub logon, see: VILLAGE/publicity/DMS/Signs/).

For information: If there is anything unexpected with the film, then it is advisable to make signs (print off 3 or 4) to put up on the concourse, advising of this information. These can go up on the glass at the front of the concourse, by the tills and on the doors both to the L3/L4/L5 wing, and near the Steward on the door. Examples include:

The film’s projectionist (or another Crew member) informs the DM that the film contains strobe lighting effects.

The film’s projectionist informs the DM that there may be a significant chunk (ie: a minute or more) of the film missing.

The film’s projectionist informs the DM that there may be differences with the advertised information – eg: film is dubbed, rather than subtitled.

The film’s projectionist informs the DM that there may need to be a shutdown in the middle of the film, due to technical reasons (such as a blown lamp).

The film has been cancelled.

Individual attention: If you are informed of a piece of lost property that has appeared since the start of ticket selling, such as a wallet or university card, but too late to ask the projectionist to stop before the film to allow for an announcement, you can print some signs during the film. It is best to make at least three of these, one for the end of each corridor out of L3 and one for the end of the Science Concourse. Ensure to mention “Find the Duty Manager inside L3 at the end of the film”, on the sign.

If you do not know to whom a wallet/purse/bag/iPod, etc. belongs, do not give much description on the sign – ask the claiming patron to detail what the item looks like and contains when they request it. For University cards, or lost property for which you know the owner, put the person’s name on the sign and ask them for their University number/other appropriate information when claiming the card/item.