Social Media and Crisis Communication in Tourism and Hospitality
The use of social media in the crisis communications process has grown tremendously in the past decade. Social media is now an integral part of the crisis management process. The evolution of the mobile phone and other mobile technologies, computers, Inte
- PDF / 371,842 Bytes
- 27 Pages / 439.36 x 666.15 pts Page_size
- 100 Downloads / 197 Views
Contents Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Crisis Defined . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Crisis Communication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Crisis Communication Origins and History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Social Media in Crisis Communication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Crisis Communication in Hospitality and Tourism . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Crisis Communication Throughout Crisis Phases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Internal and External Crisis Communication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Social Media and Crisis Communication in Hospitality and Tourism . . . . . . . . . . . . . . . . . . . . Social Media Pre-Crisis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Social Media During Crisis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Social Media Post-Crisis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . The Future of Social Media Crisis Communication in Tourism . . . . . . . . . . . . . . . . . . . . . . . . . References . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2 3 5 5 6 7 9 10 11 14 15 18 19 22
Abstract The use of social media in the crisis communications process has grown tremendously in the past decade. Social media is now an integral part of the crisis management process. The evolution of the mobile phone and other mobile technologies, computers, Internet access, and digital video equipment
D. Barbe () Department of Marketing, Operations and Systems, Northumbria University, Newcastle Upon Tyne, UK e-mail: [email protected] L. Pennington-Gray () Department of Tourism, Hospitality, and Event Management, Northumbria University, Gainesville, FL, USA e-mail: [email protected] © Springer Nature Switzerland AG 2020 Z. Xiang et al. (eds.), Handbook of e-Tourism, https://doi.org/10.1007/978-3-030-05324-6_130-1
1
2
D. Barbe and L. Pennington-Gray
is reshaping communication networks and the ways we connect with each other. This chapter defines crisis and crisis communication, explains the role of crisis communication for the tourism and hospitality industry, and details the challenges and opportunities of social media for crisis communication in tourism and hospitality. In addition, this chapter explores the latest literature on social media related to risk and crisis communication. A thorough review of
Data Loading...
