APPENDIX 18 Media Protocols

APPENDIX 18

MEDIA PROTOCOLS

A consistent, strategic and carefully managed approach to media interaction is absolutely vital in the event of a crisis. The manner in which the region is perceived to respond in a crisis situation will be remembered long after the crisis itself has passed.

The region’s authorities must be portrayed as a responsible, professional and responsive, placing the interests of the community as well as visitors first and foremost. They must also be seen to be open and accountable. For this reason, it is essential that all media contact by the tourism industry conforms to the following protocols:

• The MRT CEO should be notified immediately of a crisis with the potential to impact on tourism and receive an initial briefing; • All initial media queries and requests should be referred back to the lead agency dealing with the crisis or incident unless there is a specific tourism focus. They should then be handled by the

TCMG Chair; • No speculation or unauthorised comments should be made on any basis; • The MRT CEO Executive Assistant is responsible for notifying relevant parties, switchboards and receptions of contact numbers for the Crisis Management Centre once it has been established; • All subsequent media queries and requests must be transferred or directed to the TCMG; • The TCMG should be notified as soon as practicable about any media contact; • If media attend the scene of a crisis incident, the TCMG should make contact with the lead agency’s media liaison coordinator to ascertain whether tourism-specific queries are being raised; • The TCMG will provide the media with authorised factual updates on the situation relating to tourism as quickly as possible; • If further or specifically requested information is not immediately available, the media should be told why; • The TCMG must be regularly updated regarding media interest and attitudes, as well as any community feedback via talkback radio; • Clear and concise messages should be formulated by the TCMG before any media interview or statement; • All media releases should be disseminated to regional tourism stakeholders as soon as possible after being issued; • As far as practicable, the TCMG Chair will be the public face of the region’s tourism sector and will take part in all significant radio and television interviews and media conferences; • If appropriate, the TCMG will identify appropriate local experts or tourism operators to make

“third party” comments.