RESOURCES FOR INDUSTRY

SOCIAL MEDIA TIPS

The following tips are to assist the tourism industry on responding to a wet weather day, reef-trip cancellation, crisis or disaster.

• Review Your Content
  Check your upcoming scheduled Facebook and Instagram posts, removing or rescheduling to a later date anything that seems odd in the current circumstances. For example, beautiful blue skies during a major rain event.

• Consider Your Guests
  Respond to all consumer requests received via social media in a positive manner without straying from the facts. Your guests may be disappointed at the change in plans, but keep a cool, calm head when you are posting or responding to anyone. You want them to return to the region at a later date!

• Stick To What You Do Best
  Remember your core business - keep your social content relevant and respectful. If you want to provide information for guests about a situation, refer them to relevant authority rather than creating your own posts. Don't blame or shame - keep your personal opinions off your business page.

• Wet Weather Alternatives Promote wet weather activities for visitors in town during unexpected weather events.

Examples of positive responses to frustrated/disappointed consumers:

"We understand that the weather has put a dint in your holiday plans but we have a number of amazing wet weather activities on offer. Why not check them out here."

"We understand you are frustrated that your booking was cancelled due to the current/upcoming weather event, we're sad we didn't get to to see you too! When you're ready we are more than happy to refund you or change your booking to another date."