Unusual Situations
Contents
Many of these sections are detailed in more depth in other areas of the WSC wiki
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 s/he will add it as his/her 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.
Note: Fire Alarms
In the event of a Fire Alarm your priorities lie in getting to safety yourself. You are not explicitly in charge of the audience but keeping an eye out for wheel chair users, stewards and projectionists is good. Should the alarm occur part way through ticket sales take the floats (if possible) and leave the building. Once the alarm has passed, if possible, liaise with the projectionist about putting the show back on and, if relevant, finishing ticket sales.
Audience Interaction
Drunkenness
We attempt to confiscate alcohol wherever possible so drunkenness should be minimal at WSC screenings. However, there are occasions either when alcohol will 'slip through' and an audience member will become drunk, or when audience members may arrive to the screening already intoxicated. The latter case is more commonly a problem, and most often occurs at midnight screenings (especially after big Union events).
If a person arrives drunk, we have right to refuse admission, although in many cases we will allow them entry on the proviso that we are more vigilant of those drunken individuals in the theatre. The most common problematic drunken behaviours during screenings include talking loudly and throwing things - best practice for these scenarios is to issue them a warning on first instance, and then ask them to leave if they repeat the behaviour. If they refuse to leave you can gather other DMs to intimidate them as you ask them to leave again, that failing you can ask the projectionist to stop the film until the person leaves and finally calling Security. In more extreme cases, like people climbing onto the stage, you may wish to eject them immediately, as these behaviours could cause damage to our equipment or put the person or others at greater risk of injury.
In essence remember that we have right to refuse admission and can contact Security if needed.
Medical Issues
As a Duty Manager you are not typically in charge of the medical welfare of the audience however in the event of a First Aid issue it is your responsibility to help. What you do generally depends on if you can move the audience member outside of L3 or not. This will mainly depend on the type of injury sustained, for instance it will be difficult to move someone with a broken leg. Once you have moved them outside, depending on what is wrong, you can get one of the WSC first aiders to help (if they are around), call Security or, if they don't want help, send them on their way. If however they cannot be easily moved outside then try and deal with it at first while the film is still running however a shutdown may be necessary to be able to get to them and help. Ideally we aim to minimise the disruption to the audience but it is important to deal with a medical issue properly. If you are not trained do not try and perform First Aid but just seek relevant medical help.
Photography and Filming
As a licensed cinema, we have an obligation to enforce and adhere to British copyright laws. In practise at WSC, the most likely problem a DM will encounter is that of audience members taking photos of themselves and their friends during/before a film, and inadvertently capturing an image on screen, which does count as breaching copyright. In most cases, audience members with cameras will be doing this during the slide show, ads and trailers, and the DM in these cases should go to the audience member and politely ask them to put the camera away, explaining to them that we cannot allow even inadvertent breaching of copyright, as we may lose our license. This will usually resolve the issue. In other circumstances, particularly during old or iconic films, you (or a steward) may be made aware of someone taking photos of particular scenes (in Psycho this happened several times.) In these circumstances, you must request that the audience member delete the photo immediately with you watching. If they refuse, do not enter into an argument with them in the auditorium, but ask them to leave L3 with you to discuss the matter. In most cases, this will resolve the problem. Once the photo is deleted, it is a matter of DM discretion whether you choose to confiscate the camera. If you are confident that the audience member will not make another attempt to breach copyright, you may allow them to keep the camera in their possession. If you have doubts, however, you may wish to confiscate the camera from the audience member. Again, if the audience member refuses to co-operate, you may wish to ask them to discuss the matter with you outside L3.
In all circumstances, if an audience member continues to be uncooperative, even in discussions outside of L3, you may wish to refuse them re-entry to the film (for example, if you wish to confiscate the camera but the audience member refuses). You may remind them that WSC reserves the right to refuse admission to all films, and that we do have an obligation to prevent breaches of copyright. You should, in all circumstances, be polite but firm with the audience member and use your judgement. In most cases, the audience member will not be aware that simply taking a photo is a breach of copyright, and they will be happy to delete the photo and put the camera away. The knowledge that you will be watching will be sufficient to prevent further instances. In these cases, insisting that the audience members accompany you outside and attempting to confiscate a camera could be overkill.
In cases of deliberate piracy (that is, of deliberately filming a screening), the DM must put a stop to the activity immediately, ensure the material is deleted, and in most cases it is recommended that the audience member is removed. This can be hard to detect, and is extremely rare at Warwick Student Cinema, but audience members with laptops should be observed, and most recording devices will have some form of light on them, so careful scrutiny of the audience should allow the DM to locate any problems of this sort within the audience. If an audience member is discovered filming the film, it may also be worth attempting to take note of their name and ID number, in order for WSC to be aware of the audience member should they attempt to return to future screenings. As this audience member is breaking the law, they may not wish to disclose this information. Any information the DM does receive should then be passed onto the exec, who may pursue the matter further. The DM's priority should be to remove the audience member, and to ensure the pirated material is deleted.
In all cases, the audience member should be dealt with politely and firmly, even in cases of deliberate piracy. Care should be taken to explain that we cannot condone even 'accidental' piracy. If an audience member becomes unruly or uncooperative, and refuses to leave L3, you may choose to either ask the projectionist to stop the film, and make an announcement to the audience explaining that you cannot restart it until the audience member leaves, or call security to have them help eject the audience member.
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 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.
Sell-outs
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 (a minute or more) of the film missing.
The film’s projectionist informs the DM that there may be differences with the advertised information; e.g., 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.
Raffle Ticketing
On occasion the tills may not work and hence tickets not print. Even worse, the whole of EPOS may be down and you can't look at memberships, etc. In the former case raffle tickets may be used instead of printed tickets. Ask your stewards to sell the ticket on EPOS and then give a raffle ticket to the audience member - this is most likely to occur if WSC has run out of till rolls or there is no power on the concourse.
Should EPOS be completely out of action you will need to forgo selling tickets online and just use raffle tickets, being careful not to overfill L3. Since it won't be possible to check memberships, 5-Film Passes or free tickets the best policy is to charge two flat rates: the members ticket price for people who can show a university card and the external guest price for those who cannot. This means that we don't inconvenience our members by overcharging them.
Note: 'Check Membership' function on POS
IF the queue is not too long, IF you and your stewards are confident with POS and IF you have time it may be possible to use the 'Check Membership' function in POS when EPOS fails. This would allow you to discern if the customer was member or non-member and as such charge them suitably. This is, however, time consuming and as such prioritise selling tickets and getting the audience inside.
