Why pre-event communication pays off
Fewer support enquiries. Answer questions before people need to ask.
A smoother event day. Participants who know where to go and when arrive calmly and on time.
More excitement and fewer no-shows. Regular updates keep your event front of mind.
Happier participants who come back. Feeling looked after before race day leaves a lasting impression.
The golden rule: imagine you're taking part for the first time. What would you want to know, and when?
When to send what
You don't need to send everything at once. Spreading information across a few well-timed messages makes it easier to read and remember. A simple plan looks like this:
Straight after entry: welcome. Thank them, confirm the date and location, share what makes your event special and tell them when they'll hear from you next. Your confirmation email can do this for you. See Entry Confirmation Email.
In the months before: key dates. Remind participants of deadlines for transfers, deferrals, changing their details, merchandise and charity fundraising. Sharing these early means fewer last-minute requests.
Two to three weeks before: your full event information. Everything they need for the day, from travel and parking to the course and the start. See the checklist below.
24 to 72 hours before: final reminders. Keep it short: the weather forecast, arrival and parking reminders, any last changes and an emergency contact.
If something changes: urgent updates. Severe weather, route changes or delays. Tell participants in advance which channels you'll use, such as email, SMS, your website or social media, so they know where to look.
What to include in your event information
Use this checklist to make sure nothing is missed. Only include what applies to your event.
Event weekend timetable: one simple timeline from registration and bib collection opening, through start waves and cut-offs, to prize-giving.
Getting there and parking: full address and postcode (or a What3Words location), a map, public transport, shuttles, parking and charges, accessible and Blue Badge parking, road closures and when to arrive.
Collecting your race number: where and when, what to bring (such as ID or a QR code), whether someone else can collect, postal options and what's in the race pack.
Check-in and the start: any documents, licences or medical forms needed, bag drop opening and closing times, start pens and waves, toilets, warm-up area and how people are called forward.
The course: a map, GPX download, distance, elevation, terrain, feed and water stations, medical points, cut-offs and any tough climbs or technical sections.
Rules and safety: headphones, drafting, mandatory kit, dogs and pushchairs, littering, the race briefing, emergency procedures, medical support and a reminder to take part only if fit.
What to wear and bring: weather and clothing advice, hydration, sun protection and any essential medication. Avoid promising specific weather too far ahead.
Facilities: toilets, changing and showers, water refills, food and coffee, the medical tent, bike mechanics, merchandise and the information point.
For friends and family: best places to watch, spectator parking, live tracking and results, finish line access and where to find event photos.
Sustainability: cup-free stations, recycling, reusable bottles and encouraging public transport.
Who to contact: your support email, phone number, social channels and an event-day emergency contact. Ask people to check your FAQs first.
How Eventrac makes it easier
Email everyone in a few clicks. Contact Participants sends branded emails to everyone in a race. You can send yourself a test first and see how it performed afterwards. See Contacting Participants.
Never send the same message twice. Filter out anyone who has already received an email. See Avoiding Duplicate Communications.
Put your answers where people look. Add your event information to your FAQs, and your AI Support Agent will use it to answer questions 24/7. See Adding FAQs to your event page and AI Support Agent.
Let participants make changes themselves. Self-management lets them transfer, defer or update their details before your deadlines, without emailing you. See Setting Up Participant Self-Management.
Top tips
Keep each message focused. Lead with the most important information and use short headings so people can scan.
Link to your event page for the full details, so there's one place to keep up to date.
Check AI Insights to see what people are still asking, and answer it in your next message.