When game day security comes to mind people typically think of the security guards and stadium staff running the metal detectors upon entering stadium or venue when in reality the security process starts much earlier than that. The security process begins well before fans leave their homes to attend a game or event.
A common occurrence when a fan arrives at the gate is that they are unaware or unprepared for the event’s security policies. This causes fans to become upset and to potentially not attend the game. This issue can also happen when the staff is not properly coached on the policies or the list of prohibited items. If fans are continuously turned away at the gates it can lead to lower attendance rates and a decrease in overall revenue.
One important element of creating and maintaining security procedures is communication. The information needs to be relayed to fans and staff in a way that is a clear, detailed and consistent. This communication should begin as soon as possible when implementing a new security process or policy. Even if the policy is new, the fan attending the game should be aware of what to expect.
In the past, organizations have relied on mail, ticket terms & conditions and facility signage as sources of communication. Now, organizations have even more options with the advancement and increased use of the internet and social media. Having this information readily accessible to fans is crucial to ensure that they are prepared and able to enjoy the game. Even with the ease of technology, it is essential to use a number of different mediums to in order to meet the needs of a diverse fan base.
The venue security staff members are often the first to interact with fans. The staff should be able to explain and enforce the security policies in a way that promotes a positive game day experience for the fans in attendance. In a time where games are easily accessible on digital platforms, organizations are turning to an enhanced game day experience help maintain and increase attendance.
Game Day Security and Fan Experience 
Cassidy, I have noticed fan frustration over security policy specifically when it comes to the new clear bag policy. Some venues and events neglect to make their policy known to fans beforehand. If a fan’s bag is not clear and is larger than regulation, they may be forced to leave it in a storage area or a locker. If the venue doesn’t offer an alternative, many fans may choose to forego the event instead of possibly losing their possessions. I think it’s important to read up on policy before heading to an event.
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