“Communication can save tourism”
Sobhanund Seeparsad
Editor of News On Sunday. Did university studies in the UK and India. Holds an MA , BA (Hons), BCom, PGCE, PCCGE, Diploma in Journalism (IPI-Zurich). Worked in Nairobi and Mumbai. Was chief Sub Editor Indian Express Group of Papers in 70s. Author: Effective Notes on Milton Paradise Lost BK IX (1963); Granper Rakont Nu Enn Zistwar (1998). Also acted in many short and feature films, including popular TV serial C'est La Vie. Tells a folk story in Bhojpuri on MBC radio daily. By Sobhanund Seeparsad
Published on 9th May, 2008
Bert Van Walbeek, who was in Mauritius recently to conduct an awareness workshop on risk prevention and crisis management in the tourism sector under the aegis of Skal, says participants identified, during a brainstorming session, around 900 potential risks that can impact negatively on the industry.
He thinks the country isn't doing enough on the perception of safety and how this is received and communicated to the world.
“The simple fact is: perception is reality. Public perception of your destination's or your organisation's reaction to a crisis is as important as your operating response. We need to sharpen our skills at predicting and preventing such situations,” he says.
According to Walbeek, crises can be “small”, like an employee getting hurt, and big, like a terrorist attack or a pandemic. It is proven that the less severe the risk, the more frequent crises occur. “Any industry prepared for future risks and crises is best achieved by all stakeholders participating in community and industry preparedness so that they are better protected for potential disasters,”he adds.
He thinks that there isn't enough international awareness of Mauritius. When people think of the island, they think of cyclones and natural calamities, and they conclude the country is not safe. “In the earlier days, people would ask how much it cost to go to Mauritius, but now, their first question is how safe is Mauritius. It's here that a great amount of work has to de done. The message of safety has to come out more strongly from all marketing and communication companies. The ability to communicate effectively is as important and essential as operational response to a crisis. It's communication that saves the business. Communication is essential and can save the tourism sector.”
Walbeek feels the websites of many in the tourism sector are not interactive enough and fail to convince. They even fail miserably to communicate the message of safety. “The websites should also talk of political stability in the country, which is not the case today. It is also important that there's a committee with representatives of the different jurisdictions and agencies within the country to have common disaster preparedness goals and policies for risk management. This committee should also analyse the risks and work out contingency plans. The various entities will need to share responsibilities.”
He says being prepared and understanding one's risks can reduce the damages caused by hazards. “In almost every instance of successful response to a crisis, management and response activities, consisting of sound operating execution, coupled with superior communication, predominate.”
Walbeek suggests that Mauritius would do well to emulate the examples of Taiwan, Macao and Nepal on risk prevention and crisis management.
“The simple fact is: perception is reality. Public perception of your destination's or your organisation's reaction to a crisis is as important as your operating response. We need to sharpen our skills at predicting and preventing such situations,” he says.
According to Walbeek, crises can be “small”, like an employee getting hurt, and big, like a terrorist attack or a pandemic. It is proven that the less severe the risk, the more frequent crises occur. “Any industry prepared for future risks and crises is best achieved by all stakeholders participating in community and industry preparedness so that they are better protected for potential disasters,”he adds.
He thinks that there isn't enough international awareness of Mauritius. When people think of the island, they think of cyclones and natural calamities, and they conclude the country is not safe. “In the earlier days, people would ask how much it cost to go to Mauritius, but now, their first question is how safe is Mauritius. It's here that a great amount of work has to de done. The message of safety has to come out more strongly from all marketing and communication companies. The ability to communicate effectively is as important and essential as operational response to a crisis. It's communication that saves the business. Communication is essential and can save the tourism sector.”
Walbeek feels the websites of many in the tourism sector are not interactive enough and fail to convince. They even fail miserably to communicate the message of safety. “The websites should also talk of political stability in the country, which is not the case today. It is also important that there's a committee with representatives of the different jurisdictions and agencies within the country to have common disaster preparedness goals and policies for risk management. This committee should also analyse the risks and work out contingency plans. The various entities will need to share responsibilities.”
He says being prepared and understanding one's risks can reduce the damages caused by hazards. “In almost every instance of successful response to a crisis, management and response activities, consisting of sound operating execution, coupled with superior communication, predominate.”
Walbeek suggests that Mauritius would do well to emulate the examples of Taiwan, Macao and Nepal on risk prevention and crisis management.