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