Ashley Schroeder

Using Social Media in Times of Crisis

ABSTRACT The role of social media in crisis communications is an embryonic area of research in tourism, thus the purpose of this study was to examine drivers of social media use during crises. An online survey of 2,416 tourists from Australia, Brazil, China, India, and Korea was conducted. Hierarchical regression revealed that the drivers were risk perceptions associated with crime, disease, health-related, physical, equipment failure, weather, cultural barriers, and political crises when controlling for nationality, as well as use of a smartphone during past travel when controlling for nationality and risk perceptions. Implications and recommendations are discussed.

Drivers of social media use among African Americans in the event of a crisis

Research has examined the role of social media during the time of a crisis in various fields; however, there is a paucity of research in this area as it relates to tourism. Moreover, few studies have examined at-risk populations, such as tourists, in times of crisis. To assess the drivers of turning to social media during a crisis, a national survey of 1,018 African American travelers was conducted. Respondents were asked to indicate on a 5-point scale the likelihood of turning to social media for information “if they were currently in the middle of their trip and heard that a crisis has just occurred within the immediate vicinity of their current location.” Hierarchical regression analysis was conducted to determine drivers on African American travelers’ decisions to use social media during a crisis. These drivers were age, perceptions of risk during their trip, and frequency and type of social media use engaged in on a regular basis. Overall, findings suggested that when controlling for age only, crime, financial, and physical perceptions of risk drove social media use during a crisis, while controlling for age and perception of risk, use of social media in ones daily life showed no influence.

The Role of Social Media in International Tourist’s Decision Making

Recent crises have highlighted the increasingly important role of social media in crisis communications. Attention has been given to residents’ use of social media during a crisis; however, there is a lack of research which focuses on factors that influence tourists’ use of social media during a crisis. Understanding these factors can have practical implications for destinations in crisis. Thus, the purpose of this study was to investigate whether internal, travel-related, and demographic factors affect the likelihood to use social media to seek information if a crisis were to occur while traveling. Linear regression revealed that the countries of origin of India, Brazil, Australia, and South Korea; the age group 31–40; past international travel experience; and perceptions of crime, natural disasters, disease, financial, equipment failure, weather, cultural barriers, and political risk were positively associated with the likelihood of using social media in the event of a crisis during travel.

Perceptions of crime at the Olympic Games: what role does media, travel advisories, and social media play?

While mega sport event planners seek to foster a positive destination image (Roche, 2008), the media is often more interested in negative stories about the host destination (Beirman, 2003), which can affect destination risk perceptions (Sönmez and Graefe, 1998a, 1998b). There is, however, a lack of empirical research in this area. Thus, this study examined whether information received through the media, travel advisories, and social media affected perceptions of increased crime in a host destination during a mega sport event, using the case of London 2012. The role of information in reshaping destination risk perceptions in the context of mega sport events was partially supported. Particularly, Australian leisure travelers who were exposed to written media about London and Canadian travelers who were exposed to travel advisories surrounding the United Kingdom had higher perceptions of the likelihood that London would experience increased crime at the time of the Olympics.

Co-management as a Framework for the Development of a Tourism Area Response Network in the Rural Community of Curanipe, Maule Region, Chile

Abstract Crises have the potential to highlight both opportunities and challenges. Such was the case for the coastal town of Curanipe, Maule Region, Chile, which was devastated by an earthquake and resulting tsunami in 2010. The natural disasters resulted in communication breakdowns, which highlighted the intricacies in the hierarchy of the tourism industry and government agencies and the need for coordinated partnerships between the private and public sectors. This paper applies the theory of co-management to tourism crisis management. The Tourism Area Response Network (TARN) is presented as a co-management approach to fostering closer partnerships in tourism crisis management and communication among the appropriate actors of Curanipe. More specifically, the key characteristics, outcomes, and related dimensions of co-management are applied to the development of TARN in Curanipe.

Travelers’ Perceptions of Crisis Preparedness Certification in the United States

This study aimed to understand travelers’ perceptions about the benefits of tourism crisis preparedness certification and its potential to positively influence the travelers’ destination decision-making process. A survey of U.S. households revealed that, in general, travelers are neutral or not sure about certification and its relationship to safety, benefits, and future travel. The main predictors of likelihood to travel to a certified tourism prepared destination were as follows: (1) I have a great deal of confidence in such a crisis certification process; (2) I would feel safer when visiting a certified crisis prepared travel destination; (3) A certified crisis prepared destination would be safer to visit than one that is not; and (4) a crisis prepared certification benefits the visitor. The findings imply a need for a clear definition and conceptualization of tourism crisis preparedness certification. By extension, the benefits of certification should be articulated to travelers so they can make informed travel decisions.

Lessons Learnt from the Westgate Shopping Mall Terrorist Attack in Nairobi, Kenya: Involving the Meetings, Incentives, Conferences and Exhibitions Sector in Crisis Communications

The terrorist attacks in Nairobi Kenya have been widely disseminated by the world media, thus, affecting the long-term interests of stakeholders. The tourism industry is made up of a vast number of these stakeholders, with the operating sector alone including the accommodation, tourism services, transportation, entertainment, food services, adventure and outdoor recreation, attractions, meetings, incentive, conventions, and exhibitions (MICE), and travel trade sectors. Within each operating sector, there is also a variety of different stakeholders in various segments and organizations. The purpose of this manuscript is to examine tourism crisis communications surrounding the Westgate Shopping Mall attacks in Kenya. The main research question which guided this study was: Did tourism communications surrounding the Westgate Shopping Mall attacks follow best practices for tourism crisis communications? Accordingly, this paper used participant observation to highlight communications surrounding the attacks from the perspective of a conference planner and a conference attendee.

Using the lens of Flickr to decode emic meanings about the impact of Hurricane Sandy on a tourism destination: the Jersey Shore.

While many individuals share information on social media sites, a paucity of research examines the use of photo sharing social media sites during a crisis. Recently, user-generated content on the internet has been a forum for a variety of audiences to post and share their experiences during a crisis. Flickr offers one way to communicate emic meanings about crises. This study compares images of Hurricane Sandy posted by professionals and laypersons and identifies statistical differences across several dimensions. Findings show that professional photos tend to include more images relating to government or NGO response to the crisis; while laypersons tend to feature more environmental impacts.

Cruise Line Customers’ Responses to Risk and Crisis Communication Messages: An Application of the Risk Perception Attitude Framework:

The main purpose of this study was to test cruise line customers’ responses to risk and crisis communication messages addressing health-related incidents on cruise ships. This study used norovirus infections as the context and the Risk Perception Attitude framework as the conceptual foundation. An experiment was conducted to test how communication messages affected cruise line customers’ information search behavior, safety perceptions, and cruise travel intentions. A total of 240 responses were included and analyzed. The results revealed group differences on the three outcome variables. The results also showed that safety perceptions mediated the relationship between participants’ RPAs and cruise travel intentions. Based on the findings, this study provided practical implications on how to develop effective risk and crisis communication messages. This study also highlighted the need for more empirical and theory-driven research in the area of tourism crisis communication.

Managing and Marketing Tourism Experiences: Extending the Travel Risk Perception Literature to Address Affective Risk Perceptions

Abstract Purpose This chapter discusses the current risk perception literature in the tourism field. The chapter critiques the literature and offers a solution through a more conceptual and operational definition of risk perceptions. Specifically, the inclusion of affective risk perceptions will be added to the literature via the risk-as-feelings hypothesis. Extension of the current literature will enhance research moving forward. Methodology/approach The chapter will provide a literature review, propose a conceptual model, and operationalize the risk perception variables. Findings The outcome of this chapter is to provide a conceptual model as a framework to address risk perception studies in tourism and hospitality in the future. The model will provide clear measurement scales to be tested. Originality/value This chapter gives a much needed theoretical and conceptual foundation to the study of risk perceptions in the travel and tourism literature.