HOME | CHECKOUT | ABOUT | FAQ | CONTACT US |
 
Welcome Guest [create an account] or log-in:
email
password

Chapter 10 E communication in crisis communication Best practice for tourism destination management organizations

DOI: 10.23912/9781911396673-4114

ISBN: 9781911396673

Published: July 2019

Component type: chapter

Published in: Reputation and Image Recovery for the Tourism Industry

Parent DOI: 10.23912/9781911396673-3803

10.23912/9781911396673-4114

Abstract

The role of crisis communication is becoming increasingly important in disaster management, especially considering the impact that disasters can have on the image and reputation of tourist destinations. Although the literature has begun to focus on this topic in recent years, the greater number of natural disasters and the impact of new media communication tools, make this theme particularly interesting for further scholarly investigation. Developing an effective crisis communication strategy requires consideration of the role that local authorities, including destination management organizations (DMOs) play, the channels they use, and the content that should be included. Numerous authors have analyzed this issue from a chronological perspective in terms of the difference phases of a crisis starting from preparation and ending with recovery. However, a series of strategic requirements emerge alongside these phases for successful crisis management, including:
- Cooperation with the media in providing information to the public; in particular, imparting a consistent message to all stakeholders to build credibility and preserve the image of organizations and destinations.
- Preparedness and the capacity to plan an effective communication response to a crisis in advance, paying attention to the specific characteristics of each case.
- The development of a public relations plan that creates a support network for the dissemination of communication across multiple channels facilitated by the web and Information Communications Technologies (ICTs).

Sample content

Click here to download PDF

Contributors

  • Antonella Capriello, Associate Professor of Marketing, the University of Piemonte Orientale, Vercelli VC, Italy. (Author)
  • Simone Splendiani, Assistant Professor of Marketing, University of Perugia, Perugia, Italy (Author)

For the source title:

  • Gabby Walters, Tourism Discipline, School of Business, University of Queensland, St Lucia, QLD (Editor)
  • Judith Mair, Associate Professor, UQ Business School, University of Queensland, Australia (Editor)

Cite as

Capriello & Splendiani, 2019

Capriello, A. & Splendiani, S. (2019) "Chapter 10 E communication in crisis communication Best practice for tourism destination management organizations" In: Walters, G. & Mair, J. (ed) . Oxford: Goodfellow Publishers http://dx.doi.org/10.23912/9781911396673-4114

References

Al Battat, A.R. & Mat Som, A.P. (2013) Emergency preparedness for disasters and crises in the hotel industry, Sage OPEN, July-September, 1-10.

https://doi.org/10.1177/2158244013505604

Anderson, L. & Thorstensen, E. (2013) Recreating destinations: Rebuilding the tourism industry after disaster, IEDC Research Report, International Economic Development Council, Washington, D.C., United States, August.

Armstrong, E.K. & Ritchie, B.W. (2008) The heart recovery marketing campaign: destination recovery after a major bushfire in Australia’s National Capital, Journal of Travel & Tourism Marketing, 23(2/4), 175–189.

https://doi.org/10.1300/j073v23n02_14

Chacko, H.E. & Marcell, M.H. (2008) Repositioning a tourism destination: The case of New Orleans after hurricane Katrina, Journal of Travel & Tourism Marketing, 23(2/4), 223–235.

https://doi.org/10.1300/j073v23n02_17

Curtis, C.A. (2015) Understanding communication and coordination among government and service organisations after a disaster, Disasters, 39(4), 611–625.

https://doi.org/10.1111/disa.12130

Fall, L, T & Massey, J, E. (2005).The significance of crisis communication in the aftermath of 9/11: a national investigation of how tourism managers have re-tooled their promotional campaigns. Journal of Travel and Tourism Marketing, 19(2/3)77-90.

https://doi.org/10.1300/j073v19n02_07

Faulkner, B. (2001) Towards a framework for tourism disaster management, Tourism Management, 22, 135–147.

https://doi.org/10.1016/s0261-5177(00)00048-0

Fischer, H.W. (1998) The role of the new information technologies in emergency mitigation, planning, response and recovery, Disaster Prevention and Management, 7(1), 28–37.

https://doi.org/10.1108/09653569810206262

Granville, F., Mehta, A. & Pike, S. (2016) Destinations, disasters and public relations: Stakeholder engagement in multi-phase disaster management, Journal of Hospitality and Tourism Management, 28, 73–79.E-communication in crisis communication 177 Hallahan, K. (2004) Online public relations in Hossein Bidgoli (ed.) The Internet Encyclopedia, Hoboken, NJ: John Wiley, 769–783.

https://doi.org/10.1016/j.jhtm.2016.02.001

Hickman, J.R. & bCrandall, W. (1997) Before disaster hits: A multifaceted approach to crisis management, Business Horizons, 40(2), 75–80.

https://doi.org/10.1016/s0007-6813(97)90013-6

Huang, Y., Tseng, Y. & Petrick, J.F. (2008) Crisis management planning to restore tourism after disasters: A case study from Taiwan, Journal of Hospitality and Tourism Management, 23(2/4), 203–221.

https://doi.org/10.1300/j073v23n02_16

Kozak, M., Crotts, J.C. & Law, R. (2007) The impact of the perception of risk on international travellers, International Journal of Tourism Research, 9, 233–242.

https://doi.org/10.1002/jtr.607

Mair, J., Ritchie, B.W. & Walters, G. (2016) Towards a research agenda for post-disaster and post-crisis recovery strategies for tourist destinations: a narrative review, Current Issues in Tourism, 19(1), 1–26.

https://doi.org/10.1080/13683500.2014.932758

Martin, E., Nolte, I. & Vitolo, E. (2016) The four Cs of disaster partnering: Communication, cooperation, coordination and collaboration, Disasters, 40(4), 621–643.

https://doi.org/10.1111/disa.12173

Modiano, D. (2011) DMO best practices. Innovative uses of social media, Retrieved from https://aboutourism.wordpress.com/tag/visitflorida/. Accessed 20th August 2018.

Moskowitz, S. (2018) Weathering the effects of a natural disaster, O’Dweyer’s Communications & New Media, 32(6), 9.

Palttala, P., Boano, C., Lund, R. & Vos, M. (2012) Communication gaps in disaster management: Perceptions by experts from governmental and non- governmental organizations, Journal of Contingencies and Crisis Management, 20(1), 2–12.

https://doi.org/10.1111/j.1468-5973.2011.00656.x

Quarantelli, E.L. (1997) Problematical aspects of the information/communica- tion revolution for disaster planning and research: Ten non‐technical issues and questions, Disaster Prevention and Management, 6(2), 94–106.

https://doi.org/10.1108/09653569710164053

Reynolds, B. & Seeger, M.W. (2005) Crisis and emergency risk communication as an integrative model, Journal of Health Communication, 10, 43–55.

https://doi.org/10.1080/10810730590904571

Ritchie, B. (2008) Tourism Disaster Planning and Management: from response and recovery to reduction and readiness, Current Issues in Tourism, 11(4), 315–348.

https://doi.org/10.1080/13683500802140372

Ritchie, B.W., Dorrel, H., Miller, D. & Miller, G.A. (2004) Crisis communication and recovery for the tourism industry: Lessons from the 2001 foot and mouth disease outbreak in the UK, Journal of Travel & Tourism Marketing, 15(2/3), 199–216.

https://doi.org/10.1300/j073v15n02_11

Rittichainuwat, B.N. (2013) Tourists’ and tourism suppliers’ perceptions toward crisis management on tsunami, Tourism Management, 34, 112–121.

https://doi.org/10.1016/j.tourman.2012.03.018

Scott, N., Laws, E. & Prideaux, B., (2008) Tourism crisis and marketing recovery strategies, Journal of Travel & Tourism Marketing, 23(2/4), 1–13.

https://doi.org/10.1300/j073v23n02_01

Solis, B. & Breakenridge, D. (2009) Putting the Public Back in Public Relations: How social media is reinventing the aging business of PR. Upper Saddle River, NJ: FT Press/Pearson Education.

https://doi.org/10.1108/07363761311290867

Splendiani, S. (2017) Destination Management e Pianificazione Turistica Territoriale. Casi e esperienze in Italia, Milano: Franco Angeli.

Van der Merwe, R., Pitt, L.F. & Abratt, R. (2005) Stakeholder strength: PR survival strategies in the internet age, Public Relations Quarterly, 50(1): 39–48.

Volo, S. (2008) Communication tourism crises through destination websites, Journal of Travel & Tourism Marketing, 23(2/4), 83–93.

https://doi.org/10.1300/j073v23n02_07

Walters, G. & Mair, J. (2012) The effectiveness of post-disaster recovery marketing messages – the case of the 2009 Australian bushfires, Journal of Travel & Tourism Marketing, 29, 87–103.

https://doi.org/10.1080/10548408.2012.638565

Walters, G., Mair, J. & Lim, J. (2016) Sensationalist media reporting of disastrous events: Implications for tourism, Journal of Hospitality and Tourism Management, 28, 3–10.

https://doi.org/10.1016/j.jhtm.2016.04.008

Available

Published in Reputation and Image Recovery for the Tourism Industry

Paperback format [Details] Available as an inspection copyPrice: £37.99Copies / Delivery by post
Terms and conditions of purchase | Privacy policy