Social Distancing and Crowd Management

Social distancing and crowd management are two concepts not ordinarily discussed together. Like avoiding religion and politics as topics of conversation, they are on opposite ends of a spectrum between isolation and mass gathering. Still, current times and the pandemic have created some unusual companionships. Let me explain.

Social or physical distancing is limiting face-to-face contact in order to stop or slow the spread of a contagious disease.

Crowd management refers to proactive steps taken to prevent potential problems at a mass gathering event or facility. This is different from crowd control which follows after a crowd has become disruptive and disorderly. Crowd control is generally a law enforcement function where police are needed to restore order, protect persons and prevent further harm or danger from an unruly person(s). The effort spent in crowd management planning and implementation will help avoid requiring crowd control measures.

States and cities are now beginning to reopen businesses under new and revised health rules to address the Covid-19 pandemic. In addition, businesses have implemented their own policies to keep staff and customers safe based on industry best practices. There are varying physical distancing requirements that include limiting the number of customers inside of a business, allowing no more than ten people in a group, and maintaining space between individuals. There are also requirements for face masks for both staff and customers, masks for just staff, or no mask requirement at all.

Business operators have to quickly figure out what crowd management means in their industry and modify policies and procedures to gain public cooperation with health regulations. This is not as simple as one might think. A misconstrued action or poor decision can end in a harsh consequence. Here are a few examples. After being reminded by another customer about social distancing, a Philadelphia area grocery store customer lowered her mask and spit on the complainant. In another incident, a Miami-Dade County bus driver spat on by a passenger who was not wearing a mask as required by the transit system policy. Lastly, and tragically, a security guard in a Flint, Michigan retail store was shot and killed for telling a customer they needed to wear a mask. These cases are on top of the numerous reports of employees being exposed to the coronavirus in the workplace through customer contact.

While you might think that calling law enforcement personnel would be the logical step, that’s not necessarily the case. Consider the Ohio Department of Natural Resources Wildlife Division which has law enforcement jurisdiction on Lake Erie and regulates fishing charter operators. Fishing boat charters are among the businesses re-opening soon in Ohio. Yet a Division representative made it clear that officers won't be enforcing coronavirus mandates saying, "We are not the social-distance police."

Similarly, restaurant entrepreneur and owner Cameron Mitchell was quoted in a Columbus Dispatch article that staff will be required to wear masks in his restaurants. However as far as customers doing the same, “We don’t feel like we’re in the position to police that.”

It is therefore helpful to think about the three pillars of crowd management: time, space, and information.

We saw early on that essential retail centers and grocery stores adjusted hours and limited hours of operation. Some established a scheduled time for elderly or higher risk customers. When they reopen Museums, art galleries and theaters can institute a timed ticket system for guests. All are examples of how time can be used to manage crowd flow and demand.

There are a range of strategies for using space, facility design, and layout to manage crowds. As part of a phased reopening plan, restaurants in Spain will be required to have screens between tables and a one-way route in and out for pedestrian flow. Space can also be modified to partition customers in the collecting and queuing areas where customers enter or wait. Many businesses have done this by simply placing tape on the floor at specified distances.

Communicating with the customer is key in terms of information and crowd management. This can begin even before the customer leaves home, while shopping on-line or researching business hours. Once customers are on site, clear and concise wayfinding and signage, supported when possible by a greeter, usher, or crowd steward, helps avoid confrontation and questions inside the facility. Monitoring people entering and leaving the business can keep business operators informed on such factors as the number of customers, size of the groups, mood, demographics, and other variables. This allows staff to plan and prepare.

Lastly, consider your staff. In most businesses, employee selection, training, and experience would not include knowledge skills or ability related to that of a crowd manager. This may necessitate a shift in thinking and expansion of job descriptions. Staff presence and visibility will be the first aspect in managing a crowd and gaining compliance with health regulations.

If looking for help or expertise on a crowd management concern, seek out individuals or consultants with experience in managing safety and security at large venue sports or entertainment events. We can help! Give us a call