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Chapter 10 E communication in crisis communication Best practice for tourism destination management organizations

DOI: 10.23912/9781911396673-4114

ISBN: 9781911396673

Published: July 2019

Component type: chapter

Published in: Reputation and Image Recovery for the Tourism Industry

Parent DOI: 10.23912/9781911396673-3803



The role of crisis communication is becoming increasingly important in disaster management, especially considering the impact that disasters can have on the image and reputation of tourist destinations. Although the literature has begun to focus on this topic in recent years, the greater number of natural disasters and the impact of new media communication tools, make this theme particularly interesting for further scholarly investigation. Developing an effective crisis communication strategy requires consideration of the role that local authorities, including destination management organizations (DMOs) play, the channels they use, and the content that should be included. Numerous authors have analyzed this issue from a chronological perspective in terms of the difference phases of a crisis starting from preparation and ending with recovery. However, a series of strategic requirements emerge alongside these phases for successful crisis management, including:
- Cooperation with the media in providing information to the public; in particular, imparting a consistent message to all stakeholders to build credibility and preserve the image of organizations and destinations.
- Preparedness and the capacity to plan an effective communication response to a crisis in advance, paying attention to the specific characteristics of each case.
- The development of a public relations plan that creates a support network for the dissemination of communication across multiple channels facilitated by the web and Information Communications Technologies (ICTs).

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  • Antonella Capriello, Associate Professor of Marketing, the University of Piemonte Orientale, Vercelli VC, Italy. (Author)
  • Simone Splendiani, Assistant Professor of Marketing, University of Perugia, Perugia, Italy (Author)

For the source title:

  • Gabby Walters, Tourism Discipline, School of Business, University of Queensland, St Lucia, QLD (Editor)
  • Judith Mair, Associate Professor, UQ Business School, University of Queensland, Australia (Editor)

Cite as

Capriello & Splendiani, 2019

Capriello, A. & Splendiani, S. (2019) "Chapter 10 E communication in crisis communication Best practice for tourism destination management organizations" In: Walters, G. & Mair, J. (ed) . Oxford: Goodfellow Publishers http://dx.doi.org/10.23912/9781911396673-4114


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Published in Reputation and Image Recovery for the Tourism Industry

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