Line Management

Lines, or queues, may be predictable given your site, or spring out of no-where. Common bottlenecks are registration, signings and programme handover.

Discuss with the site, as they will have seen most problems before. Agree a plan that fits with fire safety rules.

White tape on the ground looks clear until people actually arrive and stand on it.

Snaking queues feel better than straight ones, as the tail can see what's happening at the head.

Provide wide open lanes for others to pass. Not only is a mass of people triggering for some people, its very hard to negotiate from the lower sightline of a wheelchair.

Provide queue wranglers with hi-vis jackets.

If multiple queues, make it very clear what they are all for. Assign a staff member to the head of each line, produce a placard with the queue name that can be passed back as new people arrive.

If the queue is slow-moving, give time estimates from each point. If the queue is waiting for a room to open, issue reminders as to when that will happen. Keep walking the queue to update people, and allow them to vent.

If queue members need to do something, walk the queue checking they have everything ready, forms complete, id etc.

Escort people with time pressures that affect the con, like programme participants on shortly to jump the queue.

Queues are usually good natured, but the mood can turn if they feel bullied, or are missing out on something. Getting queue members to chat makes the wait seem shorter.

Strolling players entertain the queue with their bagpipes may start to grate.

Have a policy on those unable to stand for long periods. Do they queue jump, have seating, get a token allowing them to come back when its quieter but with the same precedence.