美国研究生课程-旅游营销管理【全套课程】Crisis.pptxVIP

Crisis Communication ManagementTourism MarketingTypes of CrisisSudden CrisisLong term problems - declineCrisis DefinedAny situation that has the potential to affect long-term confidence in the destination/service, or which may interfere with its ability to continue to operate normally. Types of CrisisCrimeTerrorPolitical unrestNatural disasterEpidemicThe crisis life cyclePrecautionPlanning preventionCrisis CopingPost Crisis1. PrecautionPreventative measuresOpen positive communication environmentAvoiding mistakes through pre- established relationshipsPositive credits through on going favorable imageGood media relationsGoal: balanced story 2. Planning preventionPrepare for likely crisisEmergency response planInventory likely threats and establish responsesTourism crisis management teamIssue management before it becomes a crisis Prepare a communication response strategy 3. Crisis CopingMeasures to contain the crisis, reduce its scale and bring it to an end.Golden Hour – time between when you control the story and other parties take control of the storyCrisis communicationsCrisis communication techniquesRespond quicklySpeak with one voiceOpennessExpress SympathyCrisis communication techniques – “basics”Keep it simpleStick to your messageProvide as much information as possibleEmpathizeBad news all at once Update communication channelsPromote positive news and stories4. Post CrisisRestoring the place’s positive image is the long term goalLook for areas to improveBuild and maintain trustNew campaign?