Crisis Management in the Tourism Industry-The Role of Social Media Platforms
DOI:
https://doi.org/10.12727/ajts.21.5Keywords:
Social Media, Crisis Management, Digital Resource for Risk MinimisationAbstract
The tourism industry is highly susceptible to various forms of risks operating in the industry that occur and go unattended over a period of time. Social media could be effectively used to address the risks. Studies, however, on social media and its role in crisis management are few in spite of a consistent e mphasis on the importance of social media in the tourism industry, specifically, its role in crisis management. This paper provides a review of the current state of affairs and provides a framework to involve social media research in crisis management in tourism.
References
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Liu, S., & Palen, L. (2009). Spatiotemporal mashups: A survey of current tools to inform next generation crisis support. Proceedings of the 6th International ISCRAM Conference, Gothenburg, Sweden, May 2009.
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Malizia, A., Bellucci, A., Diaz, P., Aedo, I., & Levialdi, S. (2011). eStorys: A visual storyboard system supporting back-channel communication for emergencies. Journal of Visual Languages & Computing, 22(2), 150–169.
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Ritchie, B. (2004). Chaos, crises and disasters: A strategic approach to crisis management in the tourism industry. Tourism Management, 25(6), 669–683.
Sigala, M., & Marinidis, D. (2012). Web map services in tourism: A framework exploring the organizational transformations and implications on business operations and models. International Journal of Business Information Systems, 9(4), 415–434.
Sonmez, S., Apostolopoulos, Y., & Tarlow, P. (1999). Tourism in crisis: Managing the effects of Terrorism. Journal of Travel Research, 38(1), 13–18.
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Sorensen, J. (2000). Hazard warning systems: A review of 20 years of progress. Natural Hazards Review, 1, 119–125. Stallings, R., & Quarantelli, E. (1985). Emergent citizen groups and emergency management. Public Administration Review, 45, 93–100.
Starbird, K., & Palen, L. (2011). Voluntweeters: Selforganizing by digital volunteers in times of crisis. In Proceedings of the CHI Conference 2011, May 7–12, 2011, Vancouver, BC, Canada.
Sturges, D. L. (1994). Communicating through crisis. Management Communication Quarterly, 7(3), 297–316.
Sutton, J., Palen, L., & Shklovski, L. (2008). Back-channels on the front lines: Emerging use of social media in the 2007 Southern California wildfires. In Proceedings of the Conference on Information Systems for Crisis Response and Management (ISCRAM) 2008.
Taylor, M., & Perry, D. (2005). Diffusion of traditional and new media tactics in crisis communication. Public Relations Review, 31, 209–217.
Thomsen, S. R. (1995). Using online databases in corporate issues management. Public Relations Review, 21, 103–122.
Tierney, K. J., Lindell, M. K., & Perry, R. W. (2001). Facing the unexpected: Disaster preparedness and response in the United States. Washington, DC: Joseph Henry Press.
Vieweg, S., Hughes, A. L., Starbird, K., & Palen, L. (2010). Micro blogging during two natural Hazards events: What twitter may contribute to situational awareness. Presented at the CHI Conference, April, 10-15, 2010, Atlanta, USA. Vieweg, S., Palen, l., Liu, S. B., Hughes, A. L., & Sutton, J. (2008). Collective intelligence in disaster: Examination of the phenomenon in the aftermath of the 2007 Virginia Tech shootings, Proceedings of the 5th International ISCRAM Conference, Washington, DC, 44–54.
West, M. B. (2003). Crisis management’s real-time frontier: Using new technology to secure critical data. Public Relations Strategist, 9(3), p. 30.
Witmer, D. F. (2000). Spinning the Web: A handbook for public relations on the internet. New York: Addison Wesley Longman. Zook, M., Graham, M., Shelton, T., & Gorman, S. (2010). Volunteered geographic information and crowd sourcing disaster relief: A case study of the Haitian earthquake. World Medical & Health Policy, 2(2), 7–33
Blake, A., & Sinclair, M. T. (2003). Tourism and crisis management: US response to September 11. Annals of Tourism Research, 30(4), 813–832.
Coombs, W. T. (2007). Ongoing crisis communication: Planning, managing, and responding (2nd ed.). Thousand Oaks, CA: Sage.
D’Aveni, R. A., & MacMillan, I. C. (1990). Crisis and the content of managerial communications: A study of the focus of attention of top managers in surviving and failing firms. Administrative Science Quarterly, 35(4), 634–657.
Farnham, S., Pedersen, E., & Kirkpatrick, R. (2006). Observation of Katrina / Rita Groove Deployment: Addressing social and communication challenges of ephemeral groups. Proceedings of the Conference on Information Systems for Crisis Response & Management (ISCRAM).
Faulkner, B. (2001). Towards a framework for tourism disaster management. Tourism Management, 22(2), 135–147. Fink, S. (1986). Crisis management: Planning for the inevitable. New York: American Management Association.
Fritz, C., & Mathewson, J. (1957). Convergence behavior in disasters: A problem in social control. Washington: Academy of Sciences, national research Council.
Gonzalez-Herrero, A., & Smith, S. (2008). Crisis communications management on the Web: How Internet-based technologies are changing the way public relations professionals handle business crises. Journal of Contingencies and Crisis Management, 16(3), 143–153.
Hagar, C. (2006). Using research to aid the design of a crisis information management course. Presented at Association of library & Information Science Educators SIg: multicultural, ethnic & humanistic concerns (MEH), information seeking and service delivery for communities in disaster/crisis. San Antonio, TX.
Hearit, K. M. (1999). Newsgroups, activist publics, and corporate apologia: The case of Intel and its Pentium chip. Public Relations Review, 25(3), 291–308.
Hughes, A., & Palen, L. (2009). Twitter adoption and use in mass convergence and emergency events. Proceedings of the 6th International ISCRAM Conference, May 2009, Gothenburg, Sweden.
Hughes, A. L., Palen, L., Sutton, J., Liu, S. B., & Vieweg, S. (2008). “Site-seeing” in disaster: An examination of online social convergence. In Proceedings of the 5th International ISCRAM Conference, Washington, DC. Kendra, J. M. & Wachtendorf, T. (2003). Reconsidering convergence and converger: legitimacy in response to the World Trade Center disaster. In lee Clarke (ed.), Terrorism and Disaster: New Threats, New Ideas. Research in Social Problems and Public Policy, 11, 97–122.
Liu, S. (2009). Informing design of next generation social media to support crisis-related grassroots heritage. PhD Colloquium of the 6th International ISCRAM Conference, Gothenburg, Sweden, May 2009.
Liu, S., & Palen, L. (2009). Spatiotemporal mashups: A survey of current tools to inform next generation crisis support. Proceedings of the 6th International ISCRAM Conference, Gothenburg, Sweden, May 2009.
Liu, S. B., Palen, L., Sutton, J., Hughes, A. L., & Vieweg, S. (2008). In search of the bigger picture: The emergent role of online photo sharing in times of disaster, Proceedings of the 5th International ISCRAM Conference, Washington, DC, 140–149.
MacEachren, A. M., & Cai, G. (2006). Supporting group work in crisis management: Visually mediated human–GIS–human dialogue. Environmental and Planning B: Planning and Design, 33, 435–456.
Malizia, A., Bellucci, A., Diaz, P., Aedo, I., & Levialdi, S. (2011). eStorys: A visual storyboard system supporting back-channel communication for emergencies. Journal of Visual Languages & Computing, 22(2), 150–169.
Massey, J. E. (2001). Managing organizational legitimacy: Communication strategies for organizations in crisis. Journal of Business Communication, 38(2), 153–182.
Massey, J. E., & Larsen, J. P. (2006). Crisis management in real time. Journal of Promotion Management, 12(3), 63–97. Neil, B. (2000). Crisis Management and the Internet. Ivey Business Journal, 64(3), 13–17.
Palen, L., Anderson, K. M., Mark, G., Martin, J., Sicker, D., Palmer, M., & Grunwald, D. (2010). A vision for technology-mediated support for public participation and assistance in mass emergencies and disasters. Proceedings of ACM-BCS Visions of Computer Science 2010.
Palen, L., Vieweg, S., Liu, S. B., & Hughes, A. L. (2009). Crisis in a networked world: Features of computer-mediated communication in the April 16, 2007, Virginia Tech Event. Social Science Computer Review, 27, 467–480.
Palen, L., Vieweg, S., Sutton, J., Liu, S. B., & Hughes, A. (2007). Crisis informatics: Studying crisis in a networked world, Third International Conference on e-Social Science, Ann Arbor, Michigan.
Quarantelli, E. L., & Dynes, R. R. (2006). Handbook of Disaster Research. New York: Springer. Reilly, A. H. (2008). The role of human resource development competencies in facilitating effective crisis communication. Advances in Developing Human Resources, 10(3), 331–351.
Reuter, C., Marx, A., & Pipek, R. (2011). Social software as an infrastructure for crisis management: A case study about current practice and potential usage. Proceedings of the 8th International ISCRAM Conference, Lisbon, Portugal, May 2011.
Ritchie, B. (2004). Chaos, crises and disasters: A strategic approach to crisis management in the tourism industry. Tourism Management, 25(6), 669–683.
Sigala, M., & Marinidis, D. (2012). Web map services in tourism: A framework exploring the organizational transformations and implications on business operations and models. International Journal of Business Information Systems, 9(4), 415–434.
Sonmez, S., Apostolopoulos, Y., & Tarlow, P. (1999). Tourism in crisis: Managing the effects of Terrorism. Journal of Travel Research, 38(1), 13–18.
Sonnenwald, D. H., & Pierce, L. G. (2000). Information behavior in dynamic group work contexts: Interwoven situational awareness, dense social networks and contested collaboration in command and control. Information Processing and Management, 36, 461–479.
Sorensen, J. (2000). Hazard warning systems: A review of 20 years of progress. Natural Hazards Review, 1, 119–125. Stallings, R., & Quarantelli, E. (1985). Emergent citizen groups and emergency management. Public Administration Review, 45, 93–100.
Starbird, K., & Palen, L. (2011). Voluntweeters: Selforganizing by digital volunteers in times of crisis. In Proceedings of the CHI Conference 2011, May 7–12, 2011, Vancouver, BC, Canada.
Sturges, D. L. (1994). Communicating through crisis. Management Communication Quarterly, 7(3), 297–316.
Sutton, J., Palen, L., & Shklovski, L. (2008). Back-channels on the front lines: Emerging use of social media in the 2007 Southern California wildfires. In Proceedings of the Conference on Information Systems for Crisis Response and Management (ISCRAM) 2008.
Taylor, M., & Perry, D. (2005). Diffusion of traditional and new media tactics in crisis communication. Public Relations Review, 31, 209–217.
Thomsen, S. R. (1995). Using online databases in corporate issues management. Public Relations Review, 21, 103–122.
Tierney, K. J., Lindell, M. K., & Perry, R. W. (2001). Facing the unexpected: Disaster preparedness and response in the United States. Washington, DC: Joseph Henry Press.
Vieweg, S., Hughes, A. L., Starbird, K., & Palen, L. (2010). Micro blogging during two natural Hazards events: What twitter may contribute to situational awareness. Presented at the CHI Conference, April, 10-15, 2010, Atlanta, USA. Vieweg, S., Palen, l., Liu, S. B., Hughes, A. L., & Sutton, J. (2008). Collective intelligence in disaster: Examination of the phenomenon in the aftermath of the 2007 Virginia Tech shootings, Proceedings of the 5th International ISCRAM Conference, Washington, DC, 44–54.
West, M. B. (2003). Crisis management’s real-time frontier: Using new technology to secure critical data. Public Relations Strategist, 9(3), p. 30.
Witmer, D. F. (2000). Spinning the Web: A handbook for public relations on the internet. New York: Addison Wesley Longman. Zook, M., Graham, M., Shelton, T., & Gorman, S. (2010). Volunteered geographic information and crowd sourcing disaster relief: A case study of the Haitian earthquake. World Medical & Health Policy, 2(2), 7–33
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2021-08-23
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Antony, J. K., & Jacob, J. M. (2021). Crisis Management in the Tourism Industry-The Role of Social Media Platforms. Atna Journal of Tourism Studies, 14(1), 83-96. https://doi.org/10.12727/ajts.21.5
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