Regional Tourism Crisis Management Plan Template A Guide To Preparing A Regional Tourism Crisis Management Plan APRIL 2007

Transcription

1 Regioal Tourism Crisis Maagemet Pla Template A Guide To Preparig A Regioal Tourism Crisis Maagemet Pla APRIL 2007

2 0 Sectio Regioal Tourism Crisis Maagemet Pla Template April 2007

3 Cotets REGIONAL TOURISM CRISIS MANAGEMENT PLAN (R-TCMP) TEMPLATE INTRODUCTION STEPS IN PREPARING YOUR PLAN Cosultatio Purpose Scope Cotext Respose ad recovery iitiatives ACTIVATION DEACTIVATION MAINTENANCE APPENDICES Cotets Appedix 1: Cycloe Larry Respose ad Recovery Pla Summary Appedix 2: Purpose of Crisis Maagemet Plas Appedix 3: Crisis Commuicatio Pla Checklist Appedix 4: Example Regioal Crisis Maagemet Pla Cotact List Appedix 5: Example Actio Pla Respose ad Recovery Iitiatives Appedix 6: Example Process Checklist Appedix 7: Example Sceario plaig Appedix 8: Q-TCMP flow chart

4 Itroductio 1 Regioal Tourism Crisis Maagemet Pla (R-TCMP) Template 1 Itroductio Why have a Regioal Tourism Crisis Maagemet Pla (R-TCMP)? A R-TCMP aims to esure a cosistet ad coordiated approach to respose ad recovery activities withi the regio, ad betwee state ad regioal tourism bodies, i the evet of a shock impactig tourism i a regio. This template outlies the structure ad cotet of a R-TCMP ad the steps to take i preparig a pla. Also outlied is the scope of a regioal pla versus the state pla (ie the Queeslad Tourism Crisis Maagemet Pla to assist i uderstadig the situatios requirig regioal crisis maagemet pla activatio ad where joit activity is relevat. The template is based o the Queeslad Tourism Crisis Maagemet Pla (Q-TCMP). Followig this template i the preparatio of your R-TCMP will assist i achievig cosistecy with the Q-TCMP. You are strogly ecouraged to iclude additioal iformatio ad resources as appropriate for your regio, icludig tools, checklists ad guidelies to assist i improvig resposiveess to a evet or icidet. The Appedices provide some examples. Did you kow? Tourism is particularly proe to exteral shocks, which by their ature are upredictable ad eed to be addressed through effective crisis maagemet processes. Across the tourism idustry there are lots of opportuities for risks to tur ito disasters or a upheaval evet. Issues such as security cocers, atural disasters ad outbreaks of ifectious diseases have a tremedous impact o the tourism idustry. So do icidets as isolated as a bomb threat i a office buildig i a regioal cetre, a oil spill i a harbour or o the reef, a mii torado i a outback tow, a trai derailmet, or a drowig at a beach or o the reef. All of these shocks will have a impact o regioal tourism ad will require a respose from the Regioal Tourism Orgaisatio (RTO) ad Tourism Queeslad (TQ) to esure the least possible disruptio to tourism i the regio. As such, crisis maagemet ad risk assessmet has become, ad will remai, a vital compoet of the way all busiesses operate withi the tourism idustry. It is essetial that a etwork of crisis maagemet plas are i place, from the atioal to the regioal/local ad idividual tourism operator level, to respod to uforesee evets that occur ad to improve the speed ad extet to which busiesses ad regios recover from these icidets. At the regioal level, RTOs play a key role i leadig ad coordiatig respose ad recovery iitiatives i times of crises, i cojuctio with TQ ad other orgaisatios. Havig a pla i place eables RTOs to ackowledge ad formalize the various respose ad recovery activities i which they become ivolved i times of crises. RTOs ca also assist operators to be better prepared for such crises by ecouragig them to have appropriate risk ad crisis maagemet plas i place for their busiess. Cycloe Larry proved a valuable exercise for the Tourism Tropical North Queeslad (TTNQ) ad Towsville Eterprise Limited (TEL) RTOs, demadig effective coordiatio across govermet departmets ad a respose pla for tourism alogside other idustries impacted. For a summary of the Cycloe Larry tourism respose activities see Appedix 1. 4 Regioal Tourism Crisis Maagemet Pla Template April 2007

5 2 Steps I Preparig Your Pla The followig are the key steps to follow i developig your pla. While you may wish to add further steps, those icluded i this template are cosidered vital to achievig a effective respose i the evet of a crisis. 2.1 Cosultatio Key actio: Idetify key stakeholders ad ivolve them i preparig your pla Helpful hits for preparig this sectio: Idetify ay crisis maagemet plas already existig i your regio. Idetify the various govermet agecies, idustry groups ad others that will be impacted or have some role i the evet of a crisis i your regio. Brig these orgaisatios together to assist i preparig your Pla. This group will also be crucial i implemetig your Pla ad is likely to become the Regioal Tourism Immediate Respose Group (RTIRG). To gai buy-i from the appropriate State Govermet Departmets this may be udertake i co-operatio with the Regioal Maagers Coordiatio Network through the Destiatio Actio Group meetig process. This group could ivolve represetatio from: Your RTO staff Your Local Tourism Orgaisatios Your Local Govermet authority Your local ad/or regioal visitor iformatio cetres Your TQ Regioal Director ad/or Coordiator Local ad regioal represetatives of key state govermet agecies (eg Departmet of State Developmet, Departmet of Employmet ad Idustrial Relatios, Evirometal Protectio Agecy, Queeslad Police Service, Departmet of Primary Idustries ad Fisheries, Departmet of Natural Resources & Water, Departmet of Emergecy Services, Departmet of Mai Roads etc) Ivolvemet from these people will: brig ew ad varied ideas to the plaig process; improve uderstadig of your pla ad its purpose; help gai strog owership of, ad commitmet to your pla; eable a whole of govermet approach to effectively tap ito Govermet recovery efforts; ad esure more effective implemetatio of your pla. Coduct a workshop with this group to discuss cotet (icludig udertakig regioal sceario exercises) ad prepare your pla. Oce drafted, preset your pla to your Board for fial sig-off. Oce fialised, distribute your pla to your RTIRG ad other key stakeholders ivolved i crisis maagemet i your regio. Promote its availability to your operators. Did you kow? The Q-TCMP was developed i close cosultatio with idustry ad govermet stakeholders. It icorporates feedback from the Tourism Assistace Hotlie Survey (post September 11/Asett collapse), TQ Maagers, ad the Tourism Immediate Respose Group 1. I additio, feedback was icluded from a series of workshops held ivolvig TQ, Departmet of Tourism, Fair Tradig ad Wie Idustry Developmet (DTFTWID) ad the Queeslad Tourism Idustry Coucil s (QTIC) Associatios Coucil. 1 The Tourism Immediate Respose Group cosists of Departmet of Tourism, Fair Tradig, Wie Idustry Developmet (DTFTWID), Departmet of State Developmet ad Trade, Queeslad Rural Adjustmet Authority, Treasury/OESR, Departmet of Employmet ad Idustrial Relatios, Premiers ad TQ. Steps i Preparig Youor Pla 2 5

6 Steps i Preparig Youor Pla Purpose Key actio: Idetify the purpose of your Pla. Helpful hits for preparig this sectio: The purpose of your Pla could mirror the purpose of the Q-TCMP. Example: To provide a itegrated pla that will eable XXX (orgaisatio ame) to assist the idustry ad idividual operators reduce the impact of local ad regioal shocks that result i a dowtur i domestic ad/or iteratioal travel i the short, medium or log-term. To idetify the key processes that ca be iitiated i the evet of a sigificat regioal crisis. Did you kow? Appedix 2 provides some examples of Pla purposes. 2.3 Scope Key actio: Idetify what tourism crises your Pla will respod to. Helpful hits for preparig this sectio: Of the potetial icidets that may impact tourism i your regio, idetify what crises will be covered by the Pla. The scope of your Pla could mirror the type of icidets withi the scope of the Q-TCMP but at a regioal/local level eg atural disaster impactig regio, visitor deaths i regio. Did you kow? The Q-TCMP will respod to ay potetial tourism crisis that will have either a direct or idirect impact upo the idustry. Examples of tourism idustry crises iclude: Direct: tourism related idustrial dispute/busiess collapse (eg. pilots strike, airlie collapse) atural disasters i tourism areas (eg. cycloes, floodig, bushfires, oil spills) tourist deaths/ijuries (eg. murders, Irukadji jellyfish stigs, drowigs, fires) terrorism ivolvig tourism ifrastructure or tourists Idirect: terrorist attacks/military activities (eg. September 11, Gulf War, Bali bombig) usustaiable icreases i public liability isurace (PLI) ecoomic dowtur (eg. Asia fiacial crisis) currecy fluctuatios health scares (eg. Foot & Mouth Disease, SARS) 6 Regioal Tourism Crisis Maagemet Pla Template April 2007

7 2.4 Cotext Key actio: Establish liks betwee your Pla ad the Q-TCMP, other regioal crisis maagemet plas ad local plas ad processes i place. Helpful hits for preparig this sectio: Idetify i your Regioal Tourism Crisis Maagemet Pla where it will lik i with the activity of the Q-TCMP. Obtai copies of ay other regioal ad local crisis maagemet plas for your regio (tourism ad other idustries), icludig Departmet of Emergecy Services disaster maagemet plas. Make a ote of them i this sectio, ad explai how they lik with ad support your Pla. Iclude a orgaisatio chart that shows the orgaisatios that may be ivolved i the evet of a crisis. The RTO may work with these orgaisatios i the evet of a major icidet to devise ad implemet strategies. Did you kow? To achieve cosistecy ad coordiatio i respose ad recovery activities, the Q-TCMP directly liks with the Natioal Tourism Icidet Respose Pla (NTIRP). It is ecouraged that ay regioal tourism crisis maagemet plas ad processes lik with the Q-TCMP. Also, every effort should be made for regioal tourism crisis maagemet plas to lik with District/Regioal ad Local Disaster Maagemet Groups established uder the Disaster Maagemet Act. Regioal shocks that have a direct or idirect impact o the idustry will ivolve activatio of both a regioal crisis maagemet pla ad the Q-TCMP. If the shock has short term local or regioal impacts, the Q-TCMP commuicatio strategy will be activated. Escalatio of the Q-TCMP beyod commuicatio activities is depedet upo whether the shock is likely to reduce domestic ad/or iteratioal travel to Queeslad. A coordiated ad cosistet approach therefore is of tremedous value to a regio whe faced with a crisis. The Cycloe Larry Respose ad Recovery Pla Summary (see Appedix 1) provides a useful example of the iteractio of the RTOs, TQ ad other idustry bodies durig a crisis. 2.5 Respose ad recovery iitiatives Key actio: Outlie the rage of respose ad recovery actios that will be udertake i the evet of a crisis (as defied by 2.3 Scope) to esure the timely recovery of the tourism idustry to at least pre-evet activity levels. Helpful hits for preparig this sectio: Idetify the key, geeric resposes that eed to be udertake, icludig coveig your RTIRG ad preparig a situatio assessmet. Iclude specific resposes that will be udertake i your regio i the areas of commuicatio, research, marketig, busiess/idustry developmet assistace ad product/ifrastructure redevelopmet. This may also iclude providig basic ecessities such as food, water ad accommodatio to residets ad visitors to your regio. As commuicatio is a critical activity durig a crisis, it is highly recommeded that a Regioal Crisis Commuicatio Pla be developed to guide your commuicatio activities. See Appedix 3 for a Regioal Crisis Commuicatio Pla checklist to assist you i preparig this Pla for your regio. As it may also be ecessary for the RTO to become part of aother agecy s commuicatio pla such as Police, Emergecy Services ad the State Disaster Maagemet Group, it would be useful for your Pla to iclude the cotact details of the key people ad orgaisatios. See Appedix 4 for a cotact list example. Specify how you will work with other orgaisatios (particularly TQ) i udertakig respose activities, for example: Commuicatio: Implemet Regioal Crisis Commuicatio Pla, i cosultatio with TQ Research: collect ad collate iformatio from operators about the impact of the crisis o their busiess. Provide iformatio to TQ for aalysis (if requested). Marketig: Prepare a marketig respose pla for the regio, i close collaboratio with TQ. Busiess/idustry assistace: Iform operators about availability of relief efforts, ad esure ay assistace programs recogise the eeds of tourism operators. Steps i Preparig Youor Pla 2 7

8 Activatio 3 Product/ifrastructure redevelopmet: Work with TQ to idetify ad facilitate ifrastructure redevelopmet eeds ad opportuities for the regio (or parts thereof). Summarise the resposes i a Actio Pla that icludes the actio, key idividuals ad orgaisatios resposible for udertakig each actio, outcomes ad timeframe for actio (see Appedix 5). Develop checklists, protocols ad guidelies to help i the effective maagemet of the issue or crisis ad to miimise impacts (see Appedix 6 for checklist example ad Appedix 7 for sceario plaig worksheets). Did you kow? The Q-TCMP icludes geeric ad specific respose ad recovery iitiatives. Specific resposes iclude: - Commuicatio - Research/data collectio - Marketig - Busiess/Idustry developmet assistace - Product/Ifrastructure redevelopmet. Based o past applicatio of the Q-TCMP, these categories have prove appropriate. The Product/Ifrastructure redevelopmet category was added post-cycloe Larry as durig the recovery activity this area of respose was ackowledged as critical for the re-establishmet of operators ad the destiatios. Whe a crisis evet hits a regio, TQ will work with your orgaisatio to assist i the respose ad recovery activities. The Q-TCMP will be activated at the level relevat to the scale of the icidet ad actio udertake to support your efforts o the groud i leadig ad coordiatig local/regioal respose ad recovery iitiatives. Cycloe Larry provides a useful example of the role of RTOs ad TQ durig a crisis (see Appedix 1). 3 Activatio Key actio: Establish whe your Pla will be activated ad the type ad scale of respose required. Helpful hits for preparig this sectio: Outlie the activatio levels required for your Pla, accordig to the severity ad impacts of crisis. It is recommeded the activatio levels reflect those outlied i the Q-TCMP. Use a flow chart to illustrate the activatio levels, the major respose actios ad key stakeholders ivolved at each level. See Appedix 8 for a Q-TCMP flow chart. Clearly idetify who will lead ad who will coordiate activities at each level of activatio ad their roles ad resposibilities. Have regularly maitaied cotact details for the people i these roles, ad their alterates i the evet they are uavailable. Your pla should ote that i times of crises, RTOs would work closely with TQ to determie the required level of activatio of your pla ad if ad whe to escalate to the ext level. This will also esure that your pla ad the Q-TCMP reflect the same level of activatio at all times throughout the crisis respose ad recovery process. Did you kow? The Q-TCMP has three levels of activatio: Level 1: evets likely to have short term, local or regioal impacts (eg visitor accidets/deaths) Level 2: evets likely to reduce domestic/iteratioal travel to Queeslad i short, medium or log term (eg tourism related idustrial disputes ad terrorist activities). Level 3: evets likely to have log-term cosequeces for the Queeslad tourism idustry ad operators (eg domestic terrorist activity; major shocks i combiatio September 11 & Asett demise). At each level of activatio differet stakeholder groups become ivolved, from TQ Corporate Commuicatios at level oe, TQ/Tourism Strategy Divisio at level two, through to a cross-govermet respose group at level three. 8 Regioal Tourism Crisis Maagemet Pla Template April 2007

9 4 Deactivatio Key actio: Idetify whe the Pla will be deactivated ad how that decisio will be reached. Helpful hits for preparig this sectio: Assig resposibility for deactivatig your Pla to a idividual withi your RTO or a group i your regio. This role will vary depedig o the level to which the Pla was activated. For example, Level 1 might be deactivated by the RTO Commuicatios Maager ad/or GM or Chair of the Board, whilst Levels 2 ad 3 might be deactivated by your Regioal Tourism Immediate Respose Group. Liaise with TQ prior to deactivatig your Pla, to esure cosistecy with the Q- TCMP deactivatio process ad timig. Did you kow? The TQ Crisis Respose Group assesses the situatio ad agrees whe the Q- TCMP Pla should be deactivated. Deactivatio does ot mea stoppig all activities associated with the Pla, but the poit whe a staged approach to widig dow occurs. 5 Maiteace Key actio: Put processes i place to esure your Pla is regularly maitaied, reviewed ad updated. Helpful hits for preparig this sectio: Assig resposibility for maitaiig your Pla to a idividual withi your RTO, ad iclude this resposibility i their Positio Descriptio. Esure that your Pla is reviewed at least aually to esure accuracy ad currecy of its cotets (particularly the cotact list see Appedix 4). Iclude a requiremet for preparig ad maitaiig a Pla withi your RTO Busiess Pla ad Destiatio Maagemet Pla. Iclude the key stakeholders ivolved i preparig this Pla (particularly your RTIRG) i the review ad update process. It is also a good opportuity to remid them of the Pla s cotets. Did you kow? The Q-TCMP is regularly updated to icorporate learigs from past crises ad to esure all iformatio is curret. Deactivatio Maiteace 4 5

10 Appedices

11 Appedix 1: Cycloe Larry Respose ad Recovery Pla Summary Cycloe Larry crossed the Queeslad Coast at 7:00am o 20 March The cycloe was a Category 3/4 force with wid speeds of up to 280 km/h. The regioal coastal city of Iisfail ad tows withi a corridor takig i commuities from the South poit of Kurramie Beach ad North West across the Atherto Tablelads were severely affected. Major damage to tourism product ad ifrastructure was cofied to Kurramie Beach, Missio Beach, Duk ad Bedarra islads, Iisfail ad tows located o the Atherto Tablelads excludig Kurada ad Mareeba. Also iteratioal tourists were foud to be i the cycloe zoe without support. I respose to the icidet, TQ immediately activated the Queeslad Tourism Crisis Maagemet Pla (Q-TCMP) ad Cycloe Sceario Plaig Summary. The Q-TCMP was activated to level two, which ivolves Tourism Queeslad/DTFTWID respose to idustry ad govermet o a wide rage of issues related to the evet. I partership with QTIC, the relevat RTOs ad key govermet agecies, actios were activated i the areas of commuicatios, marketig/pr, idustry assistace ad data collectio/ research. Idustry Assistace: Assistace program admiistrators were cotacted to esure that tourism operators were adequately recogised i these programs. Tourism operators were regularly iformed ad updated about the availability of these programs through special Tourism o Q bulleti editios. Assistace was provided to QTIC to gai iformatio o, ad assist, the most badly affected operators. Research/Data Collectio: Iformatio was obtaied from the RTOs ad operators to model three scearios o the estimated effect of Cycloe Larry o Norther Queeslad regios. Marketig: Marketig Respose Plas for the Towsville ad Tourism Tropical North Queeslad regios were developed i cosultatio with the RTOs. A Treasury submissio was prepared to lobby for additioal fuds to implemet the marketig plas. Appedix Appecix 1 Commuicatios/PR: A coordiated commuicatios respose betwee TQ, the RTOs ad key idustry bodies was developed ad delivered to the media, operators ad the commuity. A agreed commuicatios message that focused o the regio beig ope for busiess, whilst beig sesitive to the eeds of badly affected operators ad the relief efforts, was developed ad delivered. Positive stories about uaffected or ope for busiess operators were obtaied ad provided to the media. 11

12 Appedix 2: Purpose of Crisis Maagemet Plas The purpose of the Q-TCMP is to: provide a itegrated pla that will eable the Queeslad Govermet to assist the tourism idustry ad idividual operators reduce, or respod to, the impacts of shocks that result i a dowtur i domestic ad/or iteratioal travel i the short, medium or log-term. idetify geeric processes that ca be iitiated i a timely ad effective maer i the evet of a sigificat shock. (Note: a geeric approach is cosidered appropriate, as specific shocks will always require additioal uique resposes). The Tourism Noosa Issues ad Crisis Commuicatios Maual otes that: Appedix 2 developmet of a effective Issues ad Crisis Commuicatios Maual is vital to esurig the destiatio ca swiftly respod to serious issues or crises, devise strategies to help retai cofidece ad miimise log terms impacts i the recovery from sigificat evets. The maual is desiged to assist TN effectively pla for, maage ad assist recovery from a major icidet. The objective of the Natioal Tourism Icidet Respose Pla (NTIRP) is: to establish a framework to esure atioal tourism icidets are maaged i a coordiated whole of govermet way to miimise potetial egative ecoomic impacts to the idustry. 12 Regioal Tourism Crisis Maagemet Pla Template April 2007

13 Appedix 3: Crisis Commuicatio Pla Checklist Defiitio of a Crisis A serious evet - perceived or real - that has the potetial to impact egatively o the desirability or reputatio of a tourist destiatio or the reputatio i the immediate to short-term. Examples of a crisis: Death or ijury of a visitor through a accidet or deliberate actio Threats to the safety ad well-beig of visitors ad the commuity Natural (eg cycloes, fire, flood) ad ma-made disasters (eg pollutio, violece, idustrial actio) Negative evets that are likely to receive media attetio Negative commetary o iteratioal visitors ad foreigers Iteral issues such as death, ijury or a icidet ivolvig staff A major political issue ivolvig the orgaisatio or idustry. Crisis Commuicatio Policy This sectio sets out the commuicatio policy for the orgaisatio ad the procedures for maagig a crisis. The policy should determie: Positio resposibilities, who does what (i.e. media maagemet ad strategy, idustry liaiso ad coordiatio, public equiries maagemet, issues ad risk maagemet, grief maagemet (if applicable), crisis maagemet cotact listigs). Iformatio required regardig the crisis (i.e. what, whe, where, who, why). Who eeds to kow ad whe (i.e. iteral ad exteral stakeholders). Key actios required ad by whe (i.e. Reports to key stakeholders ad parters icludig local, state ad federal govermet authorities ad miisters offices, media briefigs, idustry briefigs, preparatio of messages ad PR material). Iformatio dissemiatio as required. Recovery The followig may be required i the recovery phase: Ogoig iteral ad exteral commuicatio Media famils ad post-icidet media opportuities Market research Trade missios or VIP visits or famils Exteral briefigs or correspodece to idustry, commuity or govermet stakeholders Commuicatio of ay regulatory or legislative chages/fudig or relief programs Moitorig of ay ogoig legal actio/ivestigatios Ogoig media maagemet i.e. recovery milestoes, aiversaries, good ews stories. Public ackowledgemets Appedix 3 13

14 Appedix 4: Example Regioal Crisis Maagemet Pla Cotact List Iclude (ad maitai) a cotact list for all key stakeholders ivolved i the activatio of your regioal tourism crisis maagemet pla, for example: Level 1 Activatio Regioal Crisis Commuicatio Pla Orgaisatio Cotact Cotact Details RTO Levels 2 ad 3 Activatio Regioal Tourism Immediate Respose Group Orgaisatio Cotact Cotact Details Appedix 4 Other Cotacts Orgaisatio Cotact Cotact Details 14 Regioal Tourism Crisis Maagemet Pla Template April 2007

15 Appedix 5: Example Actio Pla Respose ad Recovery Iitiatives 1.0 Commuicatio Impact Actios/Resposes Resposibility (lead agecy i bold) Outcomes Timeframe for actios 1.1 Reductio i domestic visitor umbers to regio Implemet Regioal Crisis Commuicatio Pla Crisis messages directed to the media ad public are developed with cosideratio of the potetial impact o the tourism idustry, miimisig potetial egative impacts of the shock. Pre-Shock: - Pla developed ad i place Post-Shock: - Utilise Pla (primarily short to medium-term) 1.2 Reductio i iteratioal visitor umbers to regio Implemet Regioal Crisis Commuicatio Pla Iteratioal visitors better able to accurately differetiate betwee Australia regios ad determie what elemets of a plaed holiday, if ay, may be affected. reducig both ucertaity for iteratioal visitors ad egative impacts o the idustry Pre-Shock: - Pla developed ad i place Post-Shock: - Utilise Pla (primarily short to medium-term) Appedix Ucertaity cocerig affected areas relative to travel plas Provide specific, accurate ad timely iformatio to idustry ad cosumers (both domestic ad iteratioal), icludig trasport access restrictios, through RTO ad LTO ewsletters ad websites, ad through local ad regioal visitor iformatio cetres Reduces ucertaity for domestic ad iteratioal visitors ad operators, therefore miimisig the potetial egative impacts of a shock o affected ad oaffected areas. Pre-Shock: - RTO websites ad ewsletters i operatio Post-Shock: - RTO website accessed by idustry ad travellers (short to medium-term) 1.4 Trasport access restrictios: - Road, air, sea & rail Liaise with relevat agecies to provide up-to-date road, rail ad sea access ifo i RTO ad LTO ewsletters ad websites, ad through local ad regioal visitor iformatio cetres Miimised impact of trasport access restrictios o iteratioal ad domestic visitors, operators ad regios. Post-Shock: - Liaise with relevat agecies ad provide trasport ifo o website, i ewsletters ad through local VICs (primarily short-term) 15

16 2.0 Research/Data Collectio Impact Actios/Resposes Resposibility (lead agecy i bold) Outcomes Timeframe for actios 2.1 Ucertaity regardig idustry coditios i the post-shock period Cotact operators to cavas ad moitor potetial/effects ad to gather market itelligece RTO, TQ ad idustry better iformed of idustry coditios, thus better able to make iformed decisios i the post-shock period Post-shock: - Utilise existig etworks & coduct qualitative surveys as required (short to medium-term) 2.2 Dowtur i tourism idustry, ad the wider regioal ad/or State ecoomy Assist TQ to udertake qualitative assessmet of day-to-day ad medium to log-term impacts of shock. Stakeholders better iformed of impacts to assist decisio makig o appropriate respose ad recovery actios Pre-shock: - Across govermet ad tourism etwork preparatios based o past experiece Post-Shock: Appedix 5 - Appropriate support programs i place 16 Regioal Tourism Crisis Maagemet Pla Template April 2007

17 3.0 Marketig Impact Actios/Resposes Resposibility (lead agecy i bold) Outcomes Timeframe for actios 3.1 A sigificat reductio i iteratioal visitatio to the regio Work with TQ to apply Marketig Respose Framework to develop respose strategies: 1. Collect Iformatio/Itelligece Idetify affected markets Idetify specific market segmets affected (eg VFR/ FIT/Corporate/ Icetive) 2. Iterpret Iformatio/ Itelligece Estimate short/medium/ log-term impact o visitor arrivals/sped/ average legth of stay (ALOS) etc from affected markets Timely ad appropriate respose strategies developed (icludig marketig campaigs ad cooperative marketig opportuities), based o relevat market iformatio & itelligece, with a emphasis o: domestic travel ad repeat visitatio iche markets, ad idetifyig ew markets thus miimisig the potetial egative impacts of a reductio i iteratioal visitatio Pre-shock: - idetify ad establish iformatio/ market itelligece coduits Appedix 5 Quatify/estimate cosequet ecoomic impact o regio ad affected idustry segmets Develop appropriate respose strategies 3. Commuicate proposed respose/s to idustry via RTO websites ad ewsletters 17

18 Impact Actios/Resposes Resposibility (lead agecy i bold) Outcomes Timeframe for actios 4. Implemet Respose Strategies, which may iclude: Maitai balaced portfolio of tactical marketig sped i all relevat markets maitai status quo Maximised alterative opportuities for tourism busiess ito regio, ad developmet of marketig strategies to assist affected operators to recover Post-shock: - Apply Marketig Respose Framework to develop appropriate respose strategies (withi 24hrs) (short to medium-term) Selective re-allocatio of existig market sped (tactical) from affected markets to uaffected markets i order to miimise impact of declie Appedix 5 Idetify opportuities for Govermet to ivest i short-term opportuities created by the crises with the objective of maximisig visitatio from affected markets ad/or icreasig visitatio from uaffected markets Review tactical cooperative marketig sped optios icludig the idetificatio, if required, of potetial cooperative tactical campaigs to affected or alterate markets 18 Regioal Tourism Crisis Maagemet Pla Template April 2007

19 Impact Actios/Resposes Resposibility (lead agecy i bold) Outcomes Timeframe for actios 3.2 A sigificat reductio i domestic visitatio to the regio Work with TQ to apply Marketig Respose Framework to develop respose strategies: 1. Collect Iformatio/Itelligece Idetify affected markets Idetify specific market segmets affected (eg drive/ fly/coach/short break VFR/ FIT/Corporate/Icetive) Timely ad appropriate respose strategies developed (icludig marketig campaigs ad cooperative marketig opportuities) based o relevat market iformatio ad itelligece, miimisig the potetial egative impacts of a reductio i domestic visitatio Pre-shock: - idetify ad establish iformatio/ market itelligece coduits Post-shock: - Apply Marketig Respose Framework to develop appropriate respose strategies (withi 24hrs) (short to medium-term) 2. Iterpret Iformatio/ Itelligece Estimate short/medium/ log-term impact o visitor arrivals/sped/alos etc from affected markets Quatify/estimate cosequet ecoomic impact o regio ad affected idustry segmets Develop appropriate respose strategies Idetify particular segmets less affected, dislocated etc. 3. Commuicate proposed respose/s to idustry Appedix 5 via TQ websites ad ewsletters 19

20 Impact Actios/Resposes Resposibility (lead agecy i bold) Outcomes Timeframe for actios Appedix 5 4. Implemet Respose Strategies, which may iclude: Idetify opportuities to reallocate strategic marketig resources to short-term tactical opportuities Idetify opportuities for Govermet to ivest i short-term opportuities created by the crisis Liaise with media strategy ad media buyig parters to egotiate short-term buyig opportuities Brief advertisig agecies of campaig objectives Iitiate short-term tactical opportuities (may iclude a shift i focus to iteratioal opportuities) Maximised alterative opportuities for tourism busiess ito regio, ad developmet of marketig strategies to assist affected operators to recover 3.3 RTO ad/or TQ website goes offlie reduced ability to promote Qld ad provide timely iformatio i ay postshock period Establish process for ruig website offsite i the evet of a crisis situatio Miimal loss of access to RTO website - miimal reductio i ability to promote regio ad provide timely iformatio i the post-shock period Post-shock: - Utilise emergecy website (short to medium-term) 20 Regioal Tourism Crisis Maagemet Pla Template April 2007

21 4.0 Busiess/Idustry Developmet & Assistace Impact Actios/Resposes Resposibility (lead agecy i bold) Outcomes Timeframe for actios 4.1 A reductio i domestic ad/ or iteratioal travel to the regio i the short, medium or log-term Provide iput to developmet of the Situatio Assessmet Report (auspiced uder the Q-TCMP) Assist i directig operators to the Govermet Busiess Iformatio Service (GOBiS, DSD) for access to up-todate iformatio o available State ad Commowealth govermet support programs. Support services iclude: - Traiig, semiars & workshops - Govermet subsidies ad grats - Trade assistace ad developmet Miimised egative impacts of a shock i the post-shock period Pre-shock: - Across-govermet ad idustry etwork preparatios based o previous experiece Post-shock: - Situatio Assessmet Report produced (primarily short-term) Appedix Sigificat log-term egative cosequeces for the regio Provide iput to structures ad processes established uder the auspice of the Q-TCMP Miimised egative impacts of a shock with potetial log-term cosequeces for the idustry ad operators Pre-shock: - Across-govermet preparatios based o previous experiece (eg. Q-TCMP) Post-shock: - Recovee TIRG withi 48 hrs (uder auspice of the Q-TCMP) - Seek activatio of the acrossgovermet Immediate Respose Pla (IRP) (uder the auspice of the Q-TCMP) (short to medium-term) 21

22 Impact Actios/Resposes Resposibility (lead agecy i bold) Outcomes Timeframe for actios 4.3 Operators requirig busiess advice & support, ad iformatio o potetial fiacial assistace opportuities If IRP activated (uder the auspice of the Q-TCMP) direct operators to toll-free Tourism Assistace Hotlie to provide busiess advice ad support icludig: Busiess advice ad support, ad iformatio o potetial fiacial assistace opportuities, provided Post-shock: - Reactivate toll-free Tourism Assistace Hotlie (short to medium-term) geeral busiess plaig advice iformatio o cocessioal loas ad busiess semiars, assistace i writig applicatios for cocessioal loas Appedix Fiacial ucertaity for operators due to sigificat reductio i visitor umbers If IRP activated (uder the auspice of the Q-TCMP) assist i directig affected operators to assistace ad support mechaisms (subject to applicatio criteria) Affected operators better able to make iformed staffig decisios (eg. maitai staffig levels vs. reductio i staffig) Affected operators able to develop more effective busiess recovery plas Post-shock: - Promote opportuities to idustry/ operators - Provisio of semiars i affected regios - Access to IRP assistace & support mechaisms (short to medium-term) 22 Regioal Tourism Crisis Maagemet Pla Template April 2007

23 Impact Actios/Resposes Resposibility (lead agecy i bold) Outcomes Timeframe for actios 4.5 Fiacial ucertaity for operators leadig to potetial staff redudacies If IRP activated (uder the auspice of the Q-TCMP) Participate i Regioal Tourism Immediate Respose Group (RTIRG) to idetify busiess, employmet, traiig, vocatioal educatio, ad other requiremets/ opportuities If IRP activated (uder the auspice of the Q-TCMP) provide iput to customisatio of employmet ad traiig programs for affected regios ad/or operators Agecies better equipped to respod to operator/idustry requiremets at the local/regioal level Affected operators better able to make iformed staffig decisios (eg. maitai staffig levels vs. reductio i staffig) Pre-shock: - Trai RTIRG members regardig crisis pla ad available schemes Post-shock: - RTIRGs to meet withi 48 hrs of IRP activatio - Promote opportuities to idustry/ operators - Provisio of vocatioal educatio & traiig (short to medium-term) 4.6 Operators requirig fiacial assistace If IRP activated (uder the auspice of the Q-TCMP) refer eligible operators to Cocessioal Loa Schemes (eg Tourism Emergecy Assistace Scheme) Short-term fiacial assistace provided, allowig operators to more cofidetly pla for recovery Affected operators better able to make iformed staffig decisios (eg. maitai staffig levels vs. reductio i staffig) Post-shock: - Promotio of Tourism Emergecy Assistace Scheme to idustry (short/medium/log-term) Appedix 5 Affected operators able to develop more effective busiess recovery plas 23

24 5.0 Product ad Ifrastructure Redevelopmet Impact Actios/Resposes Resposibility (lead agecy i bold) Outcomes Timeframe for actios 5.1 Ucertaity cocerig operator ad ifrastructure coditios Assist i idetifyig product ad ifrastructure impacts arisig from evet Commuicatio, product developmet, marketig ad policy resposes developed ad implemeted - miimisig the potetial egative impacts i the post-shock period Post-shock: - Provide iput to report o product ad ifrastructure impacts (short-term) Appedix Reductio i domestic ad iteratioal tourism to Queeslad Assist i idetifyig eeds ad opportuities for ivestmet (public & private) i short ad medium term Assist i commuicatig eeds ad opportuities to operators, govermet ad other ifrastructure providers Assist i idetifyig fudig sources ad commuicatig them to operators New opportuities for tourism busiesses idetified to assist operators to re-establish ad recover Post-shock: - Need ad opportuities idetified - Assist i promotig opportuities to idustry/operators /govermet - Assist i advisig idustry o fudig opportuities (short to medium-term) Represet regioal iterests i across-govermet state (ad atioal) level respose ad recovery activities 24 Regioal Tourism Crisis Maagemet Pla Template April 2007

25 Appedix 6: Example Process Checklist I the evet of a tourism icidet or crisis, the followig is a example of key steps to work through: 1. Notify CEO of icidet 2. Cofirm immediate facts 3. Determie level of activatio required (depedet upo severity of impact) 4. Level 1 Apply Crisis Commuicatio Strategy (key stakeholder commuicatio) Situatio assessmet Actio List 5. Level 2 Covee Regioal Tourism Immediate Respose Group Ageda outlie Situatio assessmet Actio list 6. Level 3 Likig with other agecies Situatio assessmet Appedix 6 Actio list 7. Commuicatio tools 8. Cotact log form 9. Debrief meetig 25

26 Appedix 7: Example Sceario plaig Work through some scearios what would your resposes be i the evet of a avia flu outbreak, a terrorist attack, a cycloe or flood? Cosider the resposes for crises directly impactig your regio ad where the crisis occurs elsewhere but the regio suffers from idirect impacts. CYCLONE Actio Area Roles/Tasks Resposibility Pre-evet Appedix 7 Durig the evet Post evet 26 Regioal Tourism Crisis Maagemet Pla Template April 2007

27 PANDEMIC HEALTH RISK Actio Area Roles/Tasks Resposibility Pre-evet Durig the evet Appedix 7 Post evet 27

28 OIL SPILL IN A HARBOUR OR ON THE REEF Actio Area Roles/Tasks Resposibility Pre-evet Durig the evet Appedix 7 Post evet 28 Regioal Tourism Crisis Maagemet Pla Template April 2007

29 LOCALISED ISSUE TRAIN DERAILMENT Actio Area Roles/Tasks Resposibility Pre-evet Durig the evet Appedix 7 Post evet 29

30 Appedix 8: Q-TCMP Flow Chart INDUSTRY SHOCK LEVEL 1 For evets likely to have short-term local or regioal impacts UTILISE TQ CRISIS COMMUNICATION STRATEGY (icludig cosultatio with idustry) LEVEL 2 For evets likely to have sigificat log-term egative cosequeces for the Qld tourism idustry & operators Appedix 8 ESTABLISH TQ CRISIS RESPONSE GROUP (TQCRG) Develop Situatio Assessmet Report (SAR) (withi 24 hrs) Develop & implemet respose iitiatives (icludig commuicatio, research, busiess/idustry developmet/assistace & marketig) Seek across-govermet collaboratio where required Direct affected operators to the Govermet Busiess Iformatio Service (GOBiS, DSD) TQCRG to provide iput to Natioal Icidet Respose Pla, if activated LEVEL 3 For evets likely to have sigificat log-term egative cosequeces for the Qld tourism idustry ad operators CONVENE TOURISM IMMEDIATE RESPONSE GROUP (TIRG) & SEEK ACTIVATION OF IRP Develop Situatio Assessmet Report (SAR) ad preset to DG, DTFTWID (withi 48 hrs) Preset SAR to Tourism Immediate Respose Group (TIRG) Core Group (withi 72 hrs) TIRG to seek activatio of Immediate Respose Pla (IRP) withi 24 hrs, if deemed ecessary Cosult with QTIC Associatios Coucil IRG to oversee implemetatio of IRP respose iitiatives, if activated TIRG to oversee implemetatio of o-irp respose iitiatives outlied i the Actio Pla TQCRG to provide iput to Natioal Icidet Respose Pla, if activated If activatio of IRP ot deemed ecessary revert to TQCRG coordiatio of Level 2 respose iitiatives 30 Regioal Tourism Crisis Maagemet Pla Template April 2007

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