Crisis Communications Handbook for Regional ... - Tourism Victoria

Communicating with the Tourism Industry
• In the event of a crisis or major incident, members of the local tourism industry will be understandably
concerned about the potential impact it will have on their livelihoods.They will expect a communications
response that is practical and realistic but also measured.
• Further afield, the tourism sector will need clear and concise information as well as regular updates so
that visitors, their families and potential visitors can be properly informed about the situation in the region.
• If evacuation from an area proves necessary then procedures must be put in place to ensure the cancellation
or postponement of inbound tourism to that specific area (and surrounding areas if necessary).
• It is important to ensure that information being released to the media is consistent with that being
disseminated among those in the industry.
• During a crisis, and in its immediate aftermath, clear lines of communication between tourism stakeholders
are essential to avoid misunderstandings and damaging speculation.
• These lines should be established as part of the formation of a region’s TRRG and during the development
of its Crisis Communications Plan. Local tourism industry education and awareness are vitally important to a
region’s preparedness and the success of its disaster and crisis response.
• Operators need to understand why certain things might be done or said, as well as appreciate the benefits
of having a sole regional spokesman on tourism and the need for protocols in working with the media.
• The industry should resolve any disagreements about contentious elements of the Crisis Communications
Plan in advance of an actual crisis occurring.
• During an incident, regional tourism operators and accommodation providers may be well placed to
provide feedback to the TRRG regarding the nature and extent of the incident as well as its likely impact
on visitor activity.
• In return, the TRRG should provide advice and possibly short-term assistance as a matter of urgency to
those directly affected.
• Tourism operators and accommodation providers are perfectly positioned to provide their customers with
practical and authoritative information regarding travel plans, safety of routes, alternative activities and so on.
Other communications avenues such as Visitor Information Centres, websites,VTIS and local visitor radio
should also be utilised in this regard.
CRISIS COMMUNICATIONS HANDBOOK FOR REGIONAL AND LOCAL TOURISM 23