Citation
Finch, E. (2002), "Editorial", Facilities, Vol. 20 No. 1/2. https://doi.org/10.1108/f.2002.06920aaa.001
Publisher
:Emerald Group Publishing Limited
Copyright © 2002, MCB UP Limited
Editorial
Managing expectations. How often do facilities managers get called upon to manage people's expectations? A job far more subtle and hazardous than managing the facility itself. Examining the case history of some high profile sick buildings we find that the mismanagement of occupant expectations is a recurring theme. Public buildings or commercial buildings have remained stigmatised as unhealthy long after corrective action has been taken. This reflects people's tendency to mistrust people and buildings that have failed to deliver in the past. The health threat posed by poorly managed buildings is often insipid and inconspicuous and building users are sensitised to any threat to their health – whether it is just perceived or real.
In this issue of Facilities we see a paper looking specifically at the topic of ticketing strategies for the Sydney 2000 Olympic Games. This case history illustrates just how devastating the mismanagement of people's expectations can be. Inconsistent and preferential allocation of tickets and a suggestion of underhand activities conspired to turn public opinion against the organising committee. Whilst the event itself transpired to be a major success, much ill-feeling remained among the Australian public about the distribution policy.
The mismanagement of expectations can occur in many areas of facilities management: relocation to new facilities; promised changes to workspaces; actions regarding comfort and control. A general rule is "not to promise what you can't deliver". Surveys and staff consultations about their work environment serve only to raise frustrations if no action is taken as a result.
The heightened concern about anthrax attacks and biological terrorism will undoubtedly intensify people's awareness of indoor air quality. Managing such workplace anxiety is a necessary skill – placating fears and taking appropriate action.
As facilities become more prominent in the public eye, facilities managers need to become more proficient at dealing with the media at large and establishing a planned approach to "expectation management".
Edward Finch