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You may think a crisis will never affect your business, and we hope you are right.
However, the frequency of crisis events related to the natural environment, such as bushfire, flood and drought, has risen over the last decade. Victoria has also endured disease outbreak, chemical leakages and other man-made emergencies in recent years.
A crisis can have a profound effect on the tourism industry whether it directly impacts upon a tourism business or simply occurs within the same region, State or country. Tourism regions are vulnerable to public perceptions of health and safety. A crisis can result in a downturn in visitation to your business.
Businesses that are prepared can respond and recover more quickly and this guide is designed to help you plan so you can do both, as soon as possible. It includes practical tools, tips and case studies.
The principles and concepts in this guide apply to tourism businesses of all sizes and sectors, located within regional or metropolitan areas, although it has been prepared particularly with small businesses in mind. It can be used as a resource to supplement your existing management planning or to help you start afresh.
Given the diversity of possible crisis events and the fact that every specific event will unfold differently, this guide does not set out prescribed actions to follow. Rather, it canvasses a range of generic actions that will help you prepare your business for, and respond to, the consequences of a natural or man-made emergency.
This guide is designed to complement the Crisis Communications Handbook for Regional and Local Tourism also produced by Tourism Victoria.
For the purposes of this guide:
A crisis is a serious event that can be either perceived or real. A crisis disrupts normal activities and impacts negatively on the operations of a tourism business and/or region in the immediate to short term.
Some emergency incidents may develop into a crisis.
Emergency incidents that may develop into a crisis include:
While this guide is focused largely on managing crisis issues, the information will be relevant to the management of many other types of business risks, such as dealing with a life threatening illness and receiving negative criticism in the media.
Emergency management in Victoria involves coordination of the activities of an extensive range of organisations.
As a tourism business, it is useful to know that there are a number of organisations who can help you to prepare for, respond to, and recover from a crisis.
The Figure I: The Big Picture and you chart includes the most important organisations that you are likely to come across in the crisis management of your business (depending on the nature and severity of the event). Further information on these organisations are in the Resources section.
Figure 1: The Big Picture and you
Section 1: Preparing for the unexpected
Section 2: Responding to a crisis
Topics include your customers and staff, money, and media and marketing, and managing stress.
Section 3: Recovering from a crisis
Topics include Your Customers, Money, Your Staff, Recovery Marketing, and Managing Stress.
|Last Updated ( Thursday, 28 February 2013 )|