Risk & Crisis Management in Tourism Sector:
Recovery from Crisis
in the OIC Member Countries
56
Table 2.5: During a Crisis
Strategy Actıons
Communications
from the affected
area
Act fast
Activate a pre-planned media centre and internet based sites, especially a
dedicated web-page and/or Facebook site; both must be frequently updated
Be honest and transparent
Do not impose a news blackout
Remember the victims
Avoid speculation and categorical reassurances
Put the crisis in context
Challenge untrue statements and highlight positive aspects
Network with other news sources
Promotion Communicate directly with the travel trade and public
Change promotional messages to address safety concerns
Press ahead with promotional events and trade shows
Seek increases in promotional budgets
Initiate financial assistance and/or fiscal measures to support tourism companies
Security Monitor and explain improvements to safety and security
Coordinate with security services for media access
Communicate internally
Research Monitor satisfaction levels amongst existing and new visitors
Monitor media reports
Based on UNWTO (2003)
Table 2.6: Following a Crisis: Rebuilding Tourist Confidence
Strategy Actıons
Image-building
communications
Continue to be proactive in communications
Look for positive stories
Increase familiarisation trips for travel trade and journalists
Remember anniversaries
Anticipate legal action
Update news on destination websites and social media
Flexibility in
promotion
Create new niche products, including special events / festivals
Target experienced and special interest travellers
Create special price offers and special events
Shift promotion to more promising markets
Step up promotion to the domestic and regional markets
Increase familiarisation trips for tour operators
Take travel advisories seriously
Intensify cooperation across the tourism industry and with other sectors
Security for the
future
Evaluate security procedures
Work with DRR agences to improve quality of services and facilities
Using research
effectively
Survey generating markets on perceptions of your destination
Based on UNWTO (2003)