Crisis Management


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Crisis Management

  1. 1. Crisis Management Tourism Training Program
  2. 2. Webster Crisis/Emergency Definitions • Crisis – an unstable situation of extreme danger or difficulty; an unstable or crucial time or state of affairs in which a decisive change is impending. • Emergency – an unforeseen combination of circumstances or the resulting state that calls for immediate action; an urgent need for assistance or relief.
  3. 3. For Destinations … a Wide Variety of Potential Threats Tourism Training Program
  4. 4. Hawai„i Crisis/Emergency Categories Categories Examples Weather/Natural Tsunamis, hurricanes Disasters Health-Related SARS, Avian flu, food poisoning Business Airline strikes, aircraft groundings, bankruptcies Disturbances Acts of terrorism, power outages Accidents Toxic contamination, fires
  5. 5. Crisis Management Goal • To preserve the integrity of the tourism industry in the wake of a crisis/emergency • To take care of affected visitors and visitor industry employees • To plan for recovery
  6. 6. Employees Are Affected by Crisis, Too Tourism Training Program
  7. 7. HTA Crisis Management Objectives • To serve as a liaison to provide visitor- related information to its stakeholders groups and facilitate communication and interaction among interested parties; • To coordinate and maintain a crisis emergency communication system within the visitor industry that will provide tourism-related information in response to a crisis;
  8. 8. HTA Crisis Management Objectives • To monitor and assess the situation to determine appropriate actions and responses by the Authority; and • To implement marketing plans to promote Hawaii as a safe destination during the recovery from a crisis.
  9. 9. Three stages of planning … • Pre-planning/preparedness • Emergency response • Recovery
  10. 10. Crisis Plans • General provisions … applicable to all crises • Crisis categories … – Specific responses developed for specific crisis categories
  11. 11. Resources • UNWTO – Crisis Guidelines for the Tourism Industry • Pacific Asia Tourism Association – Crisis recovery plans from SARS and Tsunami Tourism Training Program
  12. 12. Pre-planning … • Know and understand “who does what” • Survey plans from other organizations … lessons learned … and share different plans • Build a database • Have resources and plans in place (and tested)
  13. 13. “Who Does What” Weather/Natural disaster: Hurricane, n As rity t io . ts grs Tsunami, flooding ng ho cia n . sn FE ty G alth tio an M As e t gi Aut rit ns en so HV l Se l De e a D ch & te iv ns pt ss tee un H e por cu fe nm BI er rs HV l & L rism ta Ow s Ho ty C efe rd De Cro mit Re ing ter W il M n e Co . of ns y er ua na d un il D ild hap pt Tr a M ov te o u IS od i d om tio uar lG A Ho i‘i T Co Civ Ai AL Re e C Na t G Bu C De . of St A CB A TR nd wa as e n A at rli la CA TS Ha Co Is Overall planning (destination) Coordinate agency plans Sector planning Brief government leaders/key players Training and exercises Develop/maintain crisis centers Coordinate county planning Visitor education Statewide emergency response County emergency response Deploy assets/emergency equip. Communications with members/companies Communications with visitors Communications with media Communications links/technology/systems Redistribution of visitors/evacuation Transportation coordination (rental cars) Transportation coordination (air) Coordinate emergency centers Coordinate shelters Creating security alerts Distributing security alerts Cleanup Business recovery plans Evacuation Communications links/technology/systems
  14. 14. Regular Meetings (and Drills) to Get to Know the Players “A Crisis is Not a Time to Exchange Business Cards” Tourism Training Program
  15. 15. Training, training, training … especially front line staff Tourism Training Program
  16. 16. The Database … • Must be kept up-to-date and checked regularly • Must be distributed widely … with copies kept in the homes of key players as well as offices • All forms of communications should be included Tourism Training Program
  17. 17. The Database … • Brainstorm who should be included on the contact list … – Beyond the obvious … – Consular corps/Embassies – Religious organizations/counselors – Airlines (both local contacts and headquarters) – Shipping/cruise lines – Ground transporation – Etc., etc. Tourism Training Program
  18. 18. Communications Exercises • Conducted without notice • At night or on holidays • Post-exercise assessment … and updates on the database Tourism Training Program
  19. 19. Physical plans • Communications Center Established and equipped – Designated equipment staged and ready – Call list – Rehearsals • Technical ability to communicate with industry and guests
  20. 20. Prepare for the Unexpected • Communications goes down … – System of “runners” between hotels – “Emergency kits” include forms and supplies • Cellular coverage is affected – Satellite phones • Test: What doesn‟t work when all power is lost Tourism Training Program
  21. 21. Physical Plans: Communications Center
  22. 22. Dedicated Equipment • Generator with sufficient fuel • Telephones (and designated emergency telephone lines) – Special lines are cited on emergency communications releases • Computers with internet connections • Televisions/radio • Cameras Tourism Training Program
  23. 23. Connecting to the Center • Make sure the number is widely distributed – Employee cards • Set up transfers from key sites Tourism Training Program
  24. 24. Redundancy • Remote and/or backup sites for web servers • Multiple telephone systems (land, cellular, satellite) Tourism Training Program
  25. 25. Resources for Visitors Inform … not alarm
  26. 26. Prepare for Low Tech Communications Ex: Signs and Standees in Lobbies Tourism Training Program
  27. 27.
  28. 28. For Visitors and Travel Professionals • Includes general safety information continuously – … for those with concerns • Bulletins and updates posted during an emergency Tourism Training Program
  29. 29. updates
  30. 30.
  31. 31. Communications Principles Tourism Training Program
  32. 32. Spokesperson(s) • Identify your spokesperson(s) in advance … in the plan • Make sure that all others know to refer inquiries to the dedicated spokesperson(s) • Conduct regular media training • Check and double-check all information before going public Tourism Training Program
  33. 33. Communications • Pre-prepare general press releases and talking points … – Express sympathy/empathy – We‟re diligently working to … – We will distribute more information as soon as it is reliably available Tourism Training Program
  34. 34. Lessons Learned in Hawai„i • Traffic jams at the airport • Restroom that didn‟t work • Elderly visitors stranded on upper floors of hotels Tourism Training Program
  35. 35. Recovery: Some lessons from Hawai„i … • Keep marketing budgets flexible • The most immediate response is from seasoned travelers – Airline frequent flier programs – Best-developed markets – “Fish where the fish are …” • Reassure … but don‟t over-promise safety • Employ discounts and offers carefully … it is very difficult to regain normal pricing after deep discounts
  36. 36. Marketing in the Recovery • Shift marketing funds from the crisis period to the recovery period • Use technology – Travel agent websites and distribution systems – Satellite/Video News Releases • Review the marketing message – New Orleans, post-Katrina Tourism Training Program
  37. 37. Post Event Analysis Interview Everyone Tourism Training Program