Crisis Communications Handbook for Regional ... - Tourism Victoria

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Communications Tools cont. • Meetings • Letters • Website • Newspaper notices • Advertising • 1800 number It is imperative that up-to-date and authoritative information is provided when utilising these tools. Tourism Response & Recovery Group A coordinated response is a prerequisite if a region is to be portrayed with a sense of reassurance, control and, if appropriate, a ‘business as usual’ atmosphere to its potential audiences. In the United Kingdom it was found that the tourism recovery effort following the foot-and-mouth outbreak was hindered by a perception that there were too many tourist organisations and associations purporting to speak for ‘tourism’. It is recommended that regions establish a Tourism Response & Recovery Group (TRRG) consisting of a core team of stakeholder representatives who would be responsible for formulating a local or regional Crisis Communications Plan for tourism. In the event of a disaster or incident, the TRRG would meet as soon as practicable and would be responsible for implementing the Plan and all communications surrounding it. Other stakeholders would then be brought in to support this team (eg: emergency service representatives relevant to the crisis and specific tourism operators if directly affected). TRRG Membership The membership of the Tourism Response & Recovery Group should reflect the region’s established tourism bodies, whilst taking into account its primary tourism interests and biggest risk factors. Suggested TRRG membership: The size of the TRRG is dictated by each region’s tourist profile, but generally would consist of 5-6 members, representing some of the following bodies: 1. Regional Tourism Association (chief executive) - Chair 2. Local Tourism Associations (President) 3. Tourism Victoria (Regional Marketing Coordinator) 4. Local Government representative/s (tourism officer / economic development officer) 5. Relevant Government agency (if applicable) CRISIS COMMUNICATIONS HANDBOOK FOR REGIONAL AND LOCAL TOURISM 7
TRRG Membership cont. An experienced media officer from one of the agencies could also play a valuable role. Importantly, the Group should maintain the flexibility to include other stakeholders who either have a direct interest in the tourism ramifications of a specific incident or are involved in the emergency response. Early consideration should be given to appointing or contracting a professional and experienced media officer or public relations company. For suggested actions that are indicative of the responsibilities and actions that should be assigned within the TRRG, please refer to section 6. CRISIS COMMUNICATIONS HANDBOOK FOR REGIONAL AND LOCAL TOURISM 8
Page 1 and 2: CRISIS COMMUNICATIONS HANDBOOK FOR
Page 3 and 4: Minister’s Message Crisis Communi
Page 5 and 6: 6.TRRG Responsibility & Action Plan
Page 7 and 8: Aims & Objectives of this Handbook
Page 9 and 10: Potential Impacts Depending on the
Page 11: Key Audiences Several audiences nee
Page 15 and 16: Divisional Emergency Response Plann
Page 17 and 18: TRRG - Alert Systems An alert syste
Page 19 and 20: Medium Term Actions - Days 2 to 14
Page 21 and 22: Initial TRRG Checklist Cont. • Wh
Page 23 and 24: Crisis Assessment Checklist Cont. (
Page 25 and 26: Media Protocols A consistent, strat
Page 27 and 28: Media Interview Guidelines 1. Speak
Page 29 and 30: Communicating with the Tourism Indu
Page 31 and 32: Involve the Local Tourism Industry
Page 33 and 34: Restoring Consumer Confidence The m
Page 35 and 36: Crisis/Incidents & Possible Strateg
Page 37 and 38: Crisis/Incident Control Agency Stra
Page 47 and 48: Information & Strategy 1. Establish
Page 49 and 50: Media Inquiry Log Template Date: .
Page 51 and 52: Industry Impact Assessment: Urgent
Page 53 and 54: Tourism Industry Debrief Questionai
Page 55 and 56: Country Fire Authority www.cfa.vic.
Page 57 and 58: Parks Victoria www.parkweb.vic.gov.
Page 59 and 60: Case Study Blue green algae outbrea
Page 61 and 62: Day Three DSE receives further repo
Page 63 and 64:
• The faxing out of regular Visit
Page 65 and 66:
Response Upon news of a potential s
Page 67 and 68:
Week Nine Apart from a few isolated
Page 69:
Bibliography Handbook on Natural Di
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