Reputation and Image Recovery for the Tourism Industry

Аннотация

Although the book deals with a variety of types of crisis and disaster, and a range of contexts, nonetheless there are some common findings from the chapters. First, it is vital for destinations and organisations to be proactive in terms of crisis management – have a crisis management plan in place that is strategically designed to protect and recover reputation and image. It has been argued that organisations always operate in a pre-crisis phase (Fink, 2006), and this could apply to destinations too – being prepared is essential. Second, liaising with the media is crucial – ensure that the media receives a consistent message from all stakeholders that is honest and accurate, to prevent misrepresentation and to try to limit sensationalism. Third, use the recovery phase to critically assess the existing tourism product and marketing strategies – enforced down-time can be used wisely for a re-evaluation of current practices and offerings. Finally, social media continues to change the landscape of news and publicity – it is important to use social media to its best advantage as a way to provide a continual flow of consistent messages about a destination or organisation following a crisis or disaster.