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    Möasam Niaz
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    The document outlines the outbreak and spread of SARS from late 2002 to July 2003, when it was contained. It discusses the virus itself, its outcomes including over 8000 cases and 774 deaths across 29 countries. The response is broken into three stages: onset of crisis, containment and damage limitation, and resolution and recovery. Key aspects of the response included information sharing between governments and health organizations, screening of travelers, and marketing efforts to restore tourism. Lessons were learned about managing international crises and vulnerabilities in the tourism industry.

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    Managing crisis in tourism

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    The document outlines the outbreak and spread of SARS from late 2002 to July 2003, when it was contained. It discusses the virus itself, its outcomes including over 8000 cases and 774 deaths across 29 countries. The response is broken into three stages: onset of crisis, containment and damage limitation, and resolution and recovery. Key aspects of the response included information sharing between governments and health organizations, screening of travelers, and marketing efforts to restore tourism. Lessons were learned about managing international crises and vulnerabilities in the tourism industry.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
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    28 views21 pages

    Managing Crisis in Tourism

    Uploaded by

    Möasam Niaz
    The document outlines the outbreak and spread of SARS from late 2002 to July 2003, when it was contained. It discusses the virus itself, its outcomes including over 8000 cases and 774 deaths across 29 countries. The response is broken into three stages: onset of crisis, containment and damage limitation, and resolution and recovery. Key aspects of the response included information sharing between governments and health organizations, screening of travelers, and marketing efforts to restore tourism. Lessons were learned about managing international crises and vulnerabilities in the tourism industry.

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    of 21

    Dimitar

    ISM / SS / 2010

    Martin

    George

    Outline
    Outbreak of SARS The virus The outcomes

    Step I: Onset on Crisis


    Step II: Containment and Damage limitation Step III: Resolution and Recovery

    Looking at the Future


    ISM / SS / 2010

    The Outbreak of SARS


    Late 2002 Chinese Province of Guandong

    Spread trough Asia


    Canada

    July 2003 - epidemic was contained

    ISM / SS / 2010

    SARS
    Severe acute respiratory syndrome Potentially fatal Mortality rate of 15% Previously unknown No cure, no vaccine

    ISM / SS / 2010

    Outcomes
    8096 cases 29 countries 774 deaths

    Affected different industries Japanese market dropped 40% Tourism China, Hong Kong, Taiwan, Vietnam
    ISM / SS / 2010

    Singapore
    February 238 cases

    33 deaths
    31 May

    ISM / SS / 2010

    ISM / SS / 2010

    Stage I:Onset on crisis


    SARS spread with high speed Medical significance was not clear Beyond the authority of tourism Tourism crisis became unavoidable Onset of crisis

    ISM / SS / 2010

    Stage I:Onset on crisis


    Realizing what you can and what you cant do

    Proper disclosure of information


    Containment of disease

    ISM / SS / 2010

    Stage II:Containment and Damage limitation


    Government and non-government agencies involved The WHO
    Distributed information Published warnings Treatment methods

    Stage II:Containment and Damage limitation


    Intergovernmental meetings - sharing data on SARS

    victims

    Regional trade organizations Disclosure of information Press releases The communication process during a crisis

    Stage II:Containment and Damage limitation


    Impact of SARS on affected regions The WHO list Inbound passengers- subject to thorough checks in order to prevent importation of the virus

    Stage II:Containment and Damage limitation


    The Singapore Tourism Board The main official acting to protect Singapores

    credibility as a tourist destination.


    Favorable news stories of tourists continuing to visit

    and enjoying their stay were published.

    Stage II:Containment and Damage limitation


    A Director of Emergency planning and a Cool Team Minimizing the chances of infection. Tools employed were mass temperature taking of staff

    and visitors (fever being an easily observable symptom of the SARS) and regular cleaning and disinfection of premises

    Stage II:Containment and Damage limitation


    The duties of every department of the government were

    allocated to bringing SARS under control.


    The implementation of thermal scanners both on air

    travelers and ground travelers.


    Prices were cut to stimulate the diminished demand

    Infection control on the population was introduced.

    Stage III: Resolution and Recovery


    SARS free Singapore on 31 May 2003 Shift in advertising and promotion tactics:
    Defensive
    Reactive

    -> ->

    Offensive Pro-active

    Marketing efforts and Project Phoenix

    ISM / SS / 2010

    Stage III: Resolution and Recovery


    Visible improvements in June Faith in the health authorities Tourism industry reflected on the crisis

    The Tourism Consultative Council (TCC)

    ISM / SS / 2010

    ISM / SS / 2010

    Conclusion: Looking at the Future


    The vulnerability of international tourism Limited opening phase Uncontrollable crisis stage Vital resolution and recovery stage National problems becoming international An important experience for future crises
    ISM / SS / 2010

    ISM / SS / 2010

    Timeline

    ISM / SS / 2010

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