Expanding the tourism crisis management planning framework to include social media: lessons from the Deepwater Horizon Oil Spill 2010 Online publication date: Sat, 31-Jan-2015
by Lori Pennington-Gray; Brian London; Ignatius Cahyanto; Walter Klages
International Journal of Tourism Anthropology (IJTA), Vol. 1, No. 3/4, 2011
Abstract: This article summarises a case study investigating the relationship between the Deep Water Horizon Oil Spill in the Gulf of Mexico and the response by VISIT FLORIDA®. The Deepwater Horizon Oil Spill started leaking oil into the Gulf of Mexico on 20 April 2010 and continued to leak until it was capped on 19 September 2010. These events caused major disruptions to the region's main tourism season, particularly the state of Florida. A case study was undertaken to demonstrate: 1) best practices learned from the crisis 2) the role of social media in the crisis 3) an expanded framework to incorporate the role of social media within the four phases of crisis management planning. A survey of 1,286 travellers to the state of Florida was conducted three times during the most active time of the spill, as well as a review of government and organisational reports and personal conversations with VISIT FLORIDA® employees were used to guide the case study.
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