Tourism Crisis and Disaster Management in the Asia-Pacific
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- How does crisis leadership influence effective crisis readiness (CR)?.
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Risk, Crisis & Recovery Management
Language: English. Brand new Book. The Asia-Pacific area is notable as one of the fastest growing tourism regions and not surprisingly, tourism in this region has become the major driver of global tourism in general. Nonetheless, tourism industries in Asia Pacific has been challenged in recent years by a number of major crises and disasters including terrorism, outbreaks e. The aim of this book is to contribute to the understanding of crisis and disaster management generally, but with a specific focus on the Asia Pacific.
With chapters contributed by international scholars and practitioners, this book discusses both the theoretical and practical approaches toward successful crisis and disaster management. Seller Inventory AAJ This specific ISBN edition is currently not available. While a security audit should address all the issues above, the audit requires several elements.
It should include an assessment of the current situation and procedures, person or persons responsible for this category of security, suggestions for enhancements and updates and a timetable for these to occur. Some areas of security may require specialist attention. This would apply to computer and IT security in which the nature of threats is subject to daily changes.
The Legal Dimension of Risk Management Wholesale tour operators and travel agents not only have an ethical requirement to do all reasonably possible to protect their clients and deliver products and services as advertised but under the wide legal framework covered by Duty of Care there is also a legal obligation.
It may come as an unpleasant surprise to some wholesalers but the fine print many wholesalers write in their brochures to absolve the company from a range of responsibilities for things that go wrong is unlikely to hold up in an Australian court if a passenger sues the company for injury, loss or damages arising from participation in a tour program. Make sure the conditions section in your brochure is legally watertight.
Professional indemnity insurance is a necessary investment in an increasingly litigious society. Expect the unexpected. Be prepared. The identification of a potential crisis and seeking ways and means to reduce its impact, this is closely aligned to risk management.
Management need to perform a SWOT analysis on their business or destination which assesses strengths, weaknesses opportunities and threats, Based on this they can evaluate the potential impact of a particular type of crisis and devise appropriate contingency and continuity plans which can reduce the possibility and impact of a crisis. The concept of reduction can also be defined as the beginning of the process in which the enterprise resumes functioning after a crisis has occurred.
Services may be limited, access may be restricted but it is the beginning of the transition from crisis to recovery. In the case if destination which has experienced a crisis event this recovery alliance may involve government leadership and an alliance of all relevant sectors of the tourism industry. In the case of an individual enterprise this is the time in which there is a need to garner an alliance between the primary stakeholders and the staff.
At this stage it is important to advise potential visitors or customers that the destination or business is operating and welcomes visitors and clients. It is common especially after a natural disaster for prospective travellers to avoid a destination because they believe that they may be unwelcome by locals. In some case the re-marketing of visitors may be conducted as stratified marketing exercise in which solidarity and support is sought by that segment of the market which has the highest level of affiliation or commitment to the destination or business.
Many in the business may look at this stage as a soft re-launch. It is imperative to stage drills or simulation games to cover these events as an integral part of company training. To what extent does the enterprise have insurance coverage for? Is data backed up and stored in a secured place? Is the filing system within the organisation standardised? Are management and staff trained to back up colleagues in the event of illness, absence or resignation? Does the place of business have an emergency or back up power supply?
Is there a manual management option of work activities in the event of a computer breakdown? Is there an evacuation plan? Does the company have procedures and practices in place to minimise legal Threats. This is not a comprehensive list but selected elements of a risk audit. If a contingency plan has been fully developed for a business or destination it is possible to respond immediately.
The first hour after an event has occurred be it an act of man or an act of nature is the most critical. There is a need to establish to stakeholders and the media that the business operation is aware of events and is in the process of managing the situation even if not all of the pertinent facts are at hand.
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Apart from an intensive marketing campaign it is essential that a successful recovery program is economically, socially and environmentally sustainable. Value added incentive with high perceived value and low costs are as effective an incentive tactic as price discounting and a lot less painful on the bottom line. The author has made some changes to adapt to Australian circumstances.
Legal does not have the final say. The team leader does. Follow up on inquiries as more is known. This can be close to your central office but in an area suitable for press conferences. In some cases wholesalers may work with their international ground operators to take on this role. Coach company, cruise line, hoteliers attractions, emergency services.
This could also include altering existing travel arrangements or repatriation. In the event of a natural disaster competitor operators may work together.
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Have all your clients been accounted for? Related Issues: 1. Ensure the all information disseminated to external and internal stakeholders is accurate and verifiable. There is always a possibility that the incident may have been filmed by a mobile device and disseminated via social media.
Analysing the impact of the 2011 natural disasters on the Central Queensland tourism industry
Dishonest or inaccurate statements are likely to be exposed. A crisis is when it is most important for a wholesaler to exercise a duty of care to your clients irrespective of whether you own the crisis. Your reputation will be heavily dependent on how you are seen to be assisting your clients. Support, praise and acknowledge the support your own staff. They are all going to be under a heightened level of stress. Ensure all actions by your company during the crisis period taken are properly documented. Recovery Marketing A Ten Step Process The underlying intention of a successful tourism business recovery program is not merely restoring or getting back to where things were before the crisis event but to build back better.
This is designed to result in a more marketable destination and business and to improve infrastructure to the point that a similar event in the future may be less destructive. Value-adding in preference to deep discounting. Step 3 Complementary Alliances with Principals.
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Step 4 : Restoring Confidence in Source Markets. Choose opinion leaders. Step 9 : Publicise the Positives. Step Reporting and Monitoring Progress. Tourism Recovery Strategies From Negative Security Related Events With A Focus On Working With Media Acts of terrorism or criminal violence against a tourism business or destination engender fear in stakeholders, travel sellers and consumers to a far greater extent than natural disasters. Unlike natural disasters, disease or economic meltdown where the threat is random the deliberate nature of an act or attempted act of violence engenders a sense of vulnerability and such acts frequently tend to be heavily publicised because they are seen as a threat to tourists who do have the choice of alternative destinations or holiday experiences.
At its heart any recovery campaign after acts of terrorist or criminal violence is focussed on restoring the reputation of a business or destination through building confidence, trust and security in the affected destination or business. The most effective way to work with the media in a recovery campaign is to give invited journalists, TV Crews and radio journalists as much freedom of possible with one important rider.
The journalists the destination hosts are responsible, have a high degree of credibility with their audience and have a high level of empathy with tourism. Too many tour operators and destination authorities host a group of journalists who do the same things, see the same places, interview the same people, are fed sumptuous meals and the hosts are surprised when no stories eventuate. Sanitised media hostings never work in restoring the reputation and confidence in destinations or tourism businesses because they are inherently phoney.
They engender mistrust or negative questions. Most journalists have well developed bullshit antennae. For your operators, inviting a journalist to be part of the tour with real paying tourists is the most authentic approach. The only proviso is that this may not work a few primma donna journalists. The following are some key guidelines to effective hosting of media from, source markets. If an when criticism is warranted criticise the content not the journalist.
Media, when treated with maturity and respect have the potential to be a critical ally in reshaping positive perceptions about a destination or business in recovery in key source markets. However, it is vital to understand that the media should not be manipulated and if media perceives that it is being manipulated, the response will be hostile and harmful.
In the case of a business or destination which has suffered a loss of reputation due to security related issues tourism destination authorities and tourism businesses need to be as transparent as possible in their dealings with the media in addressing security concerns and remedial measures taken to address them.