Rol de las relaciones públicas en los destinos turísticos que sufren atentados terroristas: análisis de la comunicación de crisis realizada en Londres, Mánchester y París tras los atentados de 2017
Terrorist attacks have a negative impact on destination image, affecting their tourism demand and generating a crisis in the tourism sector. The objective of this article is to investigate how the Destination Marketing Organizations (DMOs) of London, Manchester and Paris managed the crisis during an...
| Autores: | , , |
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| Tipo de recurso: | artículo |
| Estado: | Versión publicada |
| Fecha de publicación: | 2021 |
| País: | España |
| Institución: | Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya) |
| Repositorio: | Recercat. Dipósit de la Recerca de Catalunya |
| OAI Identifier: | oai:recercat.cat:10256/21364 |
| Acceso en línea: | http://hdl.handle.net/10256/21364 |
| Access Level: | acceso abierto |
| Palabra clave: | Terrorisme -- Cobertura periodística Terrorism -- Press coverage Turisme -- Xarxes socials Tourism -- Social networks Relacions públiques Public relations Comunicació Communication |
| Sumario: | Terrorist attacks have a negative impact on destination image, affecting their tourism demand and generating a crisis in the tourism sector. The objective of this article is to investigate how the Destination Marketing Organizations (DMOs) of London, Manchester and Paris managed the crisis during and after the terrorist attacks of 2017 from a Public Relations perspective. A content analysis method of the tweets published in the official account profiles of said destinations was carried out during the 30 days that followed the terrorist attacks. Based on the existing literature on crisis communication, an analysis template was developed that analysed the timing, format and content of the tweets, as well as the reactions they generated in the public. The results indicate that the 3 DMOs focused their communication efforts on the dissemination of messages to promote tourism in the region in order to manage the crisis, but despite the fact that the public want to be informed when an attack occurs to understand what happened and feel safe, DMOs communicated little or nothing about what happened in the attack. In addition, the tweets that reported on the management of the attack carried out and the protection of stakeholders were the ones that obtained the greatest reactions among the public. The main contributions of the study are the analysis template created for the analysis of destinations’ crisis communication and the fact that public value the information received about the attack and the protection management carried out by the DMOs |
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