Communication During Crisis
The Information Challenge
Managing messages across stakeholders:
Multiple Audiences
- Current visitors in destination
- Future visitors deciding
- International media
- Local population
- Industry partners
- Government officials
Channel Proliferation
- Traditional media relations
- Social media real-time
- Website updates
- Mobile app notifications
- Email databases
- Partner networks
Message Strategy Evolution
Old Approach: Control and Minimize
- Downplay severity
- Limit information flow
- Hope for quick resolution
- Blame external factors
Modern Reality: Transparency Wins
- Acknowledge problems honestly
- Provide practical information
- Show concrete responses
- Demonstrate empathy
Communication director learning: "After Charlie Hebdo, we tried controlling narrative. Impossible. Now we flood channels with accurate information. Truth travels faster than rumors when you're proactive."
Social Media Crisis Management
Real-Time Response Requirements
- Monitor multiple platforms
- Respond within minutes
- Counter misinformation
- Amplify positive stories
User-Generated Content
Double-edged sword:
- Visitors sharing experiences
- Real-time situation updates
- Viral negative incidents
- Positive counter-narratives