Have you ever been in a situation like this?
- Hotel is overbooked
- Security issue impacts your group
- Weather wreaks havoc
In my experience, I’ve been in the middle of each of those situations. I’ll bet you can say the same thing.
Social media can be a boon or a bust in a predicament while you’re on the road. No matter what happens your clients, future clients, staff, suppliers and news media may be listening and watching. What you say and do can have instant and lasting impact.
When your group is front and center as a situation is evolving, social media can be your window to the wider view. You can easily monitor the situation by exploring relevant # (hashtags). Your conversation may involve asking questions of the wider social audience or providing details and photos.
Do you need to let people know what’s happening in order to prevent further chaos or to find a solution?
If you’re looking to alert others, use # that relates to the event. Finding a solution to an issue may be as simple as sending a direct Twitter or Facebook message. It may also involve casting a wider net and brainstorming a solution.
For example, if your hotel is overbooked and the alternate hotel isn’t appropriate, you may want to reach out socially to colleagues and staff to find a better solution.
Home Team Support
Perhaps you’re on the road with a group and a predicament unfolds before your eyes. You’ll want to alert your home team so that they can be aware and help out as best as they can.
Having pre-established response procedures in place will help fend off faux-pas and panic.
For example, if weather becomes an issue you may have your home team working on alternate routes while you work on social media.
If you have pre-scheduled posts, you may consider pausing them till the crisis is averted. We certainly don’t want to seem insensitive. We do want to remain transparent.
Facebook can be a valuable tool to monitor and communicate with staff, colleagues and tour members.
Twitter is tops for getting the word out quickly and monitoring in real time. More Twitter tips for travel & tourism pros.
LinkedIn is a great way to connect with colleagues and industry leaders. Are you making the most of your account?
Instagram can be a way to spotlight and showcase.
Periscope & Meerkat cast a wide net in the world of live streaming video. Here’s some ways to use each in your adventures.
No matter the situation or social platform, # (hashtags) will be your best friend.
In our fast-paced, ever changing world of travel, we encounter situations that we can’t always control or predict. Finding your social/professional voice will keep the chaos at a minimum and result in a positive outcome.
Social Marketing Strategies for Travel and Tourism