Current Issues in Tourism
Editor: C. Michael Hall (Department of Management, College of Business and Economics, University of Canterbury, Christchurch, New Zealand) and Chris Cooper (Foundation Professor of Tourism, University of Queensland, Australia) Michael and Chris are joint editor of the book series Aspects of Tourism. Reviews Editor John Jenkins (University of Newcastle, NSW, Australia)
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Volume: 8 Number: 5 Page: 394–423
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Heroes and Villains – Tour Operator and Media Response to Crisis: An Exploration of Press Handling Strategies by UK Adventure Tour Operators
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Jane Stanbury, Melvyn Pryer and Andy Roberts
Birmingham College of Food Tourism and Creative Studies, Birmingham, UK
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As news dissemination quickens, and consumer awareness increases, strategies employed to handle press during crisis will have far-reaching implications on the reputations of adventure tour operators, and the industry. Exploring the strategies used by three tour operators who have experienced crisis provides some insight into how press handling can affect subsequent UK press reporting. The research examined notions of crisis, the need to appreciate the existence of crisis, the role of media, the key stakeholders involved, and how actual response to a situation can affect media attention. Qualitative analysis of newspaper articles and interviews with key representatives produced conclusions suggesting that companies must be prepared to acknowledge the potential for crisis, and employ crisis techniques that incorporate a press handling strategy. There are many external factors affecting media reporting; however, when a crisis does occur the way in which the press is handled will affect public perception. While recognising there is no control over the media, a prepared response can result in fair reporting and as such can be argued to form an essential part of business operations.
Keywords: crisis, media, risk management, adventure tourism, press, business strategy
© 2005 J. Stanbury et al.
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