Region: Asia Pacific

Bulletin: COVID-19

conference table with bottles of water and papers with pens

We’re all being flooded by news and communications about COVID-19.  Below we summarise information about how destinations are responding which we hope will help you in planning your own mitigation and recovery strategies.

REGION WATCH



ASIA

Enhancements to Singapore’s fortitude budget
Source: Edited excerpt from Meetings & Conventions Asia
Date: 30 May 2020
Singapore Tourist Board (STB) has outlined schemes that business events professionals can tap into during this time including the Job Support Scheme (JSS), income tax deferment, SkillsFuture Study Award, income reliefs and cash grants.

Seoul identifies conference safe zones
Source: Edited excerpt from Mix Meetings
Date: 2 June 2020
Seoul Convention Bureau has announced the PLUS SEOUL Infection-free Zone and Reassuring Package aimed at enabling face-to-face meetings under stricter health precautions. The bureau also seeks to encourage more digital innovations in the business events sector.

Thailand’s hygiene guidelines
Source: Edited excerpt from CIM
Date: 4 June 2020
Thailand Convention & Exhibition Bureau (TCEB) in collaboration with the Tourism Authority of Thailand has launched the “Amazing Thailand Safety and Health Administration: SHA” certification aimed at boosting business confidence and alleviating concern over health and safety matters.

Osaka’s guidelines for the business events industry
Source: Edited excerpt from KONGRES
Date: 11 June 2020
Osaka Convention & Tourism Bureau has released the “Guidelines for MICE Event Organizers for Infectious Disease Control” meant to mitigate infection risk and provide recommendations on operations management.

AUSTRALIA & NEW ZEALAND

Australia’s restart chart
Source: Edited excerpt from The Nibbler
Date: 28 May 2020
The Australian Chamber of Commerce and Tourism Restart Taskforce have approved a timetable for business events, venues and attractions, and domestic and international travel. The proposed timetable details that the gradual return of business events in Australia will begin in July with events of fewer than 100 patrons, and business events with more than 100 attendees would begin to return in September.

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New Zealand’s ‘Voluntary Covid Code’
Source: Edited excerpt from New Zealand Major Events
Date: 9 June 2020
The New Zealand business events industry in consultation with New Zealand Major Events at the Ministry of Business, Innovation and Employment, has developed the Events Sector Voluntary Code. The code outlines what the business events sector can do to safely deliver events by following best practice expectations, based on the Ministry of Health’s guidance to reduce COVID-19 related risks.

Collaboration between Australia and New Zealand
Source: Edited excerpt from Conventions and Incentives New Zealand
Date: 10 June 2020
The Business Events Council of Australia (BECA) and Conventions & Incentives New Zealand (CINZ) have announced a joint agreement aimed at:

  • Facilitating maximum benefits for both markets
  • Unified voice when advocating for change
  • Boosting customer and industry confidence in Australia and New Zealand as Safe Markets.

Melbourne launches Delegate Digital Site
Source: Edited excerpt from Mix Meetings
Date: 11 June 2020
Melbourne Convention Bureau (MCB) has unveiled a new destination marketing site to help organisers show the attractions of the city and the surrounding state of Victoria. The Delegate Digital Site includes resources to virtually explore the destination, key travel information, itinerary ideas and special offers from MCB partners.

EUROPE

Study on the impact of COVID-19 on Europe’s convention market
Source: Edited excerpt from KONGRES
Date: 29 May 2020
The Strategic Alliance of the National Convention Bureaux of Europe has released the results of a study on “The Impact of Coronavirus on Europe’s Convention Sector”. The analysis, prepared by Tourism Economics, outlines three scenarios to reflect the possible range of outcomes from this crisis:

  1. Baseline scenario
  2. Upside scenario
  3. Downside scenario



GLOBAL RECOVERY PROTOCOLS

Third guide by G3 Partners AIPC, ICCA and UFI
Source: Edited excerpt from the World Tourism and Travel Council
Date: 29 May 2020
AIPC, the International Association of Convention Centres, ICCA, the International Convention and Congress Association and UFI, the Global Association of the Exhibition Industry have released the third global guide in a series of COVID-19 related guides.

The “Good Practice Guide: Addressing COVID-19 Requirements for Re-Opening Business Events” identifies and promotes globally emerging standards, protocols, and good practices.

‘Safe Travels’ global safety stamp of approval
Source: Edited excerpt from the AIPC
Date: 29 May 2020
The World Tourism and Travel Council has designed a stamp that will allow travellers to recognise governments and companies around the world which have adopted health and hygiene global standardised protocols – so consumers can experience ‘Safe Travels’. 80 destinations have embraced the global protocols.

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For more articles/news, please visit News & Resources.

Our summary of how destinations are responding to the COVID-19 outbreak. We hope this bulletin will help you in planning your own mitigation and recovery strategies.

Published

Bulletin: COVID-19

A beautiful shot of the Sydney harbor bridge with a light pink and blue sky in the background at sunset

We’re all being flooded by news and communications about COVID-19.  Below we summarise information about how destinations are responding which we hope will help you in planning your own mitigation and recovery strategies.

REGION WATCH



ASIA

Busan’s business events recovery strategy
Source: Edited excerpt from KONGRES
Date: 18 May 2020
The Busan Tourism Organization has developed a three-step plan to be implemented in 2020:

  1. Increase promotions and build trust
  2. Business events industry benefits
  3. Global Campaigns

Singapore focused on virtual meetings development
Source: Edited excerpt from TTGMICE
Date: 25 May 2020
The Singapore Exhibition & Convention Bureau has provided a subsidy of up to 90 per cent for training programmes in virtual meetings development.

Hong Kong’s business events recovery plans
Source: Edited excerpt from Meetings & Conventions Asia
Date: 26 May 2020
Hong Kong Tourism Board (HKTB) has announced recovery plans including:

  • An online business matching platform to match Hong Kong’s business events stakeholders with potential buyers.
  • Using funds to bid for major exhibitions and conventions
  • Incentives for trade partners joining HKTB delegations to overseas trade shows
  • Image rebuilding
  • The Meet On @ Hong Kong Campaign

Korea to provide increased subsidies for rescheduled conventions
Source: Edited excerpt from KONGRES
Date: 26 May 2020
The Korea MICE Bureau (KMB) will provide increased subsidies for international conventions originally scheduled to be held in Korea in 2020 but have had to reschedule due to COVID-19 (if a new hosting date is confirmed to fall before June 2021). KMB will also provide COVID-19 safety equipment at no extra cost for international conventions held in Korea through the end of 2020.

AUSTRALIA

Australia’s lost business report
Source: Edited excerpt from KONGRES
Date: 27 May 2020
To measure business confidence in recovering from the crisis and rebuilding, the Business Events Council of Australia conducted a lost business report, measuring the impact of the pandemic on the Australian meetings industry in terms of lost revenue.

EUROPE

Poland online site inspection
Source: Edited excerpt from KONGRES
Date: 14 May 2020
The Poland Convention Bureau has launched the first edition of a comprehensive online guide for meeting planners which allows event organisers to interactively and individually explore the many congress, conference and event facilities Poland has to offer.

Britain to showcase business events virtually
Source: Edited excerpt from Business Events News
Date: 19 May 2020
Visit Britain, in partnership with MeetEngland, VisitScotland Business Events, Meet in Wales, Tourism Northern Ireland and London Convention Bureau has organized MeetGB Virtual. Happening in June, the two-day virtual exhibition in June that will feature more than 60 suppliers, with buyers invited to attend 10 pre-scheduled online meetings.

#EstoniaIsOpen campaign
Source: Edited excerpt from KONGRES
Date: 20 May 2020
The Estonia Convention Bureau (ECB) has launched an online social media campaign featuring creative photos and videos of ECB’s 36 members. The campaign will showcase new ideas and innovative solutions for maintaining safe hosting practices, as well as encourage bookings for later periods when more travel possibilities return.



TOURISM RECOVERY EFFORTS

Japan’s US$12.5 billion stimulus package
Source: Edited excerpt from TTGAsia
Date: 26 May 2020
The Japanese government has unfolded a plan to stimulate domestic tourism by offering financial aid of 1.35 trillion yen (US$12.5 billion) for residents to travel when the coronavirus subsides. This will be run through the Japan Tourism Agency.

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For more articles/news, please visit News & Resources.

Our summary of how destinations are responding to the COVID-19 outbreak. We hope this bulletin will help you in planning your own mitigation and recovery strategies.

Published

Bulletin: COVID-19

Conference hall with equipment for events. Large monitor, speakers, podium for conferences, events and parties

We’re all being flooded by news and communications about COVID-19.  Below we summarise information about how destinations are responding which we hope will help you in planning your own mitigation and recovery strategies.



DIFFERENTIATING BUSINESS EVENTS FROM MASS GATHERINGS

Source: Edited excerpt from Exhibition World
Date: 7 May 2020
The Exhibition and Event Association of Australasia (EEAA) and the Business Events Council of Australia (BECA) says it is important the government understands the business events industry can operate under a controlled set of ‘bio-safe’ principles and should not be subject to mass gathering restrictions.

Source: Edited excerpt from CIM
Date: 15 May 2020
Conventions & Incentives New Zealand echoes this sentiment. The New Zealand Government has confirmed ticketed large events, including domestic business events and conferences can now go ahead with a 100-person limit. The events must adhere to a one-metre distancing requirement and use contact tracing.

Source: Edited excerpt from TTGMICE
Date: 11 May 2020
The same scenario is playing out in Malaysia where its Business Events Council Malaysia (BECM) is appealing for a clear distinction between business events and mass gatherings so the sector can establish a restart date. The Malaysia Convention & Exhibition Bureau (MyCEB) is pushing for 500 people as the maximum limit for business events, raising the limit of 250 which the National Security Council was considering.

REGION WATCH



ASIA

Thailand prioritizes Hygiene and Safety
Source: Edited excerpt from Meetings & Conventions Asia
Date: 30 April 2020
Under the “Amazing Thailand Safety and Health Administration” campaign, qualified tourism businesses who exceed minimum standards set by the Public Health Ministry will be able to display a safety certificate logo.

Source: Edited excerpt from TTGMICE
Date: 18 May 2020
In the meantime, the Thailand Convention and Exhibition Bureau (TCEB), in partnership with business events stakeholders in Thailand, have launched MICE Venue Hygiene Guidelines comprising five key measures.

Thailand provides grants for business events venues
Source: Edited excerpt from The Nibbler
Date: 30 April 2020
TCEB has also implemented the ‘COVID-19 Free Meetings’ project, providing grants of 30,000 Thai baht (USD $1,465) to eligible MICE venues for upgrades to health and safety standards. The TCEB forecasts the project will be able to support up to 216 business event venues nationwide.

Penang’s three-year rejuvenation plan
Source: Edited excerpt from TTGMICE
Date: 18 May 2020
The Penang state government and Penang Convention & Exhibition Bureau (PCEB) are jointly developing a three-year business events rejuvenation plan that will start from next year. The initial focus will be on building and attracting more national meetings and business events, before targeting South-east Asia, Asia Pacific and finally, the global meetings and incentives industry.

AUSTRALIA & NEW ZEALAND

COVIDSafe Australia’s three-step recovery plan
Source: Edited excerpt from TTGMICE
Date: 11 May 2020
The COVIDSafe Australia plan outlines steps to gradually remove baseline restrictions and reopen the economy.  Phase three, described as the ‘new normal’, will come into effect in July and will allow gatherings of up to 100 people, including business events. However, international travel and mass gatherings over 100 people will remain restricted.

EUROPE

European Cities Marketing Launches Recovery Guide
Source: Edited excerpt from European Cities Marketing
Date: 29 April 2020
European Cities Marketing, in partnership with TOPOSOPHY, has published “The DMMO Covid-19 Continuity Checklist – An ECM Guide for Sustainable Recovery”.
The Continuity Checklist is presented in three stages: response, recovery and resilience.           



TOURISM RECOVERY EFFORTS          

Australia’s Live from Aus Initiative
Source: Edited excerpt from Meeting Newz
Date: 10 May 2020
Tourism Australia has invited event planners around the globe to enjoy 24 hours of inspiration, education and entertainment with a curated program of live virtual travel experiences on the weekend of May 16 and 17. This was aimed at keeping event planners inspired and engaged for when it is safe to send groups to Australia again.

Singapore’s recovery framework
Source: Edited excerpt from TTGAsia
Date: 11 May 2020
The Singapore Tourism Board (STB) has developed a new framework featuring new platforms for easier digitisation and potentially faster recovery. Under the three-step framework coined “Learn Test Build”, companies can learn to identify gaps and opportunities in their business models through the STB Tech College, as well as a new self-diagnostic tool, the Tourism Transformation Index (TXI).

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For more articles/news, please visit News & Resources.

Our summary of how destinations are responding to the COVID-19 outbreak. We hope this bulletin will help you in planning your own mitigation and recovery strategies.

Published

GainingEdge Advisory Issue

Handshake Business Men Concept

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Partnerships and collaboration: now even more essential

In February 2019, the BestCities Global Alliance, which is managed by GainingEdge, published a news article on the benefits of partnership. Just over a year later, the importance of working more closely together is even more pronounced as a strategic response to COVID-19. The following advice is based on some of the content from that article.

· Why are partnerships so important?

Partners enable an organization to be able to do things they would not necessarily be able to on their own. They expand skillsets and offerings, bringing new and different abilities and strengths to your organization, and can lead to value creation. The beauty of a partnership is working together to complement one another and to build something creative and fresh that one may not have otherwise been able to do themselves.  

As COVID has so deeply ravaged our industry, partnerships are a smart way to leverage financial and human resources between organizations. Forming solid partnerships now will also help when times are better. 

·  How can an organisation find the right partner for them?

Finding the right partner starts by understanding your organization’s needs and areas of strength and using that as a basis to define where the best fit lies. What is it that will make you as an organisation prosper? The best way to identify a suitable partner is to find those who are complementary to what it is that you are doing. It is often not the similarities, but the differences that can make the collaboration flourish – meaning that even the more unconventional pairings should not be ruled out when considering a partnership.

When considering a partnership, you need to find a party that is willing to put in a similar, if not an equal, amount of effort – which takes shape in various forms, including funding, time, knowledge, and manpower. And, think about a new partner in the long-term, as it can take a fair amount of time to get things working the way they should.

· What are the key benefits of a partnership?

The key elements where partnerships can benefit an organisation are, like anything in business, improving the bottom line, whether its financial or otherwise, increasing sales and enhancing reputation. Those benefits can be reaped through:

  • Extending resources: rebuild business resources during times of scarcity, and combine forces to tackle marketplace opportunities
  • Reducing risk: address the great deal of uncertainty that exists by investing with others to spread out risk
  • Knowledge sharing: exchange practices, skillsets, and expertise across organizations to help address unprecedented challenges
  • Brand association: collaborate amongst previous competitors to present new and dynamic brands to potential clients

· What common challenges need to be overcome in partnerships?

Challenges often arise when establishing a partnership. One view to consider is that ‘no partner is more important that the other’. Regardless of the scale of the organisation, it is helpful to avoid a hierarchal partnership, as each organisation involved should be bringing equivalent value to the collaboration. Another potential challenge is being able to agree to a clear vision and goal of the collaboration. Tolerance, flexibility, and trust are critical, as is recognizing every partner has strengths and weaknesses – as well as understanding and overcoming cultural or operational differences.

Consider your expectations. One cannot expect the other partner to commit to doing something you would not do yourself. Finally, you must have champions within the leadership of your organization for the collaboration. Establishing a partnership adds another layer of complexity and the benefits of this should be communicated and shared.

In closing

The devastating impact of COVID on our industry means that every organization on the value chain, be it on the demand-side or supply-side, need to consider new ways of doing business including working with competitors or non-traditional partners. It is our contention that forming partnerships will help organizations build greater resiliency for now and the times ahead.  By sharing risk, knowledge and resources, the extensive disruption caused by COVID can be less intense. 

“Partnership is not a posture but a process – a continuous process that grows stronger each year as we devote ourselves to common tasks.”
―  John F. Kennedy

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Related articles:

http://gainingedge.com/gainingedge-advisory-what-to-ask-associations-beyond-will-you-be-rebooking-issue-3/

http://gainingedge.com/putting-some-order-to-the-chaos/

http://gainingedge.com/covid-19-and-destination-promoters/

Advice: COVID-19 for destinations and convention bureaus Issue #4.

Published

Bulletin: COVID-19

We’re all being flooded by news and communications about COVID-19.  Below we summarise information about how destinations are responding which we hope will help you in planning your own mitigation and recovery strategies.



RECOVERY TIMELINE?

When will meetings resume?
Source: Edited excerpt from Northstar Meetings Group
Date: 22 April 2020
Check out Northstar Meetings Group’s latest Pulse survey on the “Future of Meetings and Events in the era of COVID-19”:

  • Planners are still working
  • Getting back to business
  • Majority of events have been rescheduled
  • Large events will lag behind
  • Harder to reach out to meeting suppliers

Planners expect full industry recovery by Q2 2021 in MPI survey
Source: Edited excerpt from M&IT Magazine
Date: 22 April 2020
Recovery, staffing and destinations are the three topics of a survey by the Meeting Professionals International (MPI). The survey examines the near-future business landscape as the industry moves closer to a post-COVID-19 world.

Outlook and Recovery Timeline
Source: Excerpt from Event Manager Blog
Date: 23 April 2020
Event Manager Blog have created a chart that has a scientific basis for the constant, daily research of analysis within and outside the industry:

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UK gearing up for September
Source: Edited excerpt from Exhibitor Online
Date: 24 April 2020
Event planners and venue teams broadly agree that September is expected to be the most significant month when it comes to recovery in both enquiry and booking levels.

Thailand eyes second half of 2020
Source: Edited excerpt from Meetings & Conventions Asia
Date: 28 April 2020
The Thailand Convention and Exhibition Bureau (TCEB) is planning to kickstart its business events sector recovery from the second half of the year, with industry leaders cautiously optimistic that the earliest return to business will be in Q4. TCEB’s SVP, strategic marketing and business development, Ms Nichapa Yoswee, believes that Asia will be the first region to recover and is planning for Thailand to welcome business events from the second half of the year.

Insights from the incentive travel industry
Source: Edited excerpt from Incentive Research Foundation
Date: 24 April 2020
The Incentive Research Foundation fielded a survey and more than 250 incentive providers, both third parties and corporate end users, responded with insights:

  • Budgets staying intact
  • Alternative means of recognizing winners



HYGIENE IS TRENDING

“Singapore Clean” cleanliness audit
Source: Edited excerpt from Skift
Date: 13 April 2020
Cleanliness has become one of the three most important factors in the road to recovery and in the future. Singapore has launched a scheme to audit hotels nationwide and give them a clean bill of health if they meet seven criteria. A “SG Clean” stamp will give locals and visitors peace of mind.

HotelPlanner, which provides group hotel rates to any type of groups, believes that cleaning and disinfectant policies and procedures will become a legal contract item.

Western Australia prepares free hygiene training
Source: Edited excerpt from CIM Business Events
Date: 30 April 2020
Venues in Western Australia will have to undergo new online Covid-19 training before they are allowed to reopen. Around 70,000 people hospitality workers are expected to complete the free Covid-19 hygiene training course, which is being funded by the WA Government. The course will comprise two tiers, with all staff to complete the first stage and managers and supervisors required to complete the second, more advanced program. The course would take 45 minutes to an hour to complete the training, covering everything from social distancing to food handling and hygiene.

Azerbaijan’s health and safety campaign
Source: Edited excerpt from Meetings International
Date: 27 April 2020
THE Azerbaijan Tourism Board (ATB), together with the State Tourism Agency (STA) of the Republic of Azerbaijan and in cooperation with Food Safety Agency of the Republic of Azerbaijan (AQTA), has announced the launch of a health, safety and hygiene program called SAHMAN (Sanitation and Hygiene Methods and Norms).“SAHMAN” means “immaculateness” in Azerbaijani.



REGION WATCH



ASIA

Thailand’s support for its exhibition industry
Source: Edited excerpt from Exhibition World
Date: 21 April 2020
Thailand has introduced a support package for exhibition organisers and industry stakeholders. More than US$3.03bn has been approved to help companies in Thailand combat the temporary suspension of business brought about by Covid-19.

Complementing the wider government relief plan is TCEB’s own support package, ‘Thailand Extra Exhibition Plus’ which provides support for exhibition stakeholders to sustain core tradeshows in Thailand. The measures announced form part of a comprehensive set of measures to accompany the USD1m for immediate term relief for the exhibition sector and the US$14m first phase of Thailand’s industry recovery plan.

How Hong Kong is spending its US$52 M in recovery promotion
Source: Edited excerpt from TTGAsia
Date: 27 April 2020
Hong Kong Tourism Board (HKTB) previously announced a planned HK$400 million to support promotions by the trade. HKTB executive director Dane Cheng said a three-phase plan has been devised to reinvigorate Hong Kong tourism. The exact timeline depended on the development of the pandemic:

Phase 1 (Now) – Resilience – HKTB is preparing a recovery plan for Hong Kong tourism.
Phase 2 – Recovery – When the pandemic shows signs of abating, the HKTB will focus on the local market to promote a “positive ambience in Hong Kong” by encouraging locals to rediscover different neighbourhoods and community cultures in order to send a positive message to visitors and restore their confidence in the city. Meanwhile, the HKTB will launch tactical promotions with the trade in selected markets based on the developments of individual markets to stimulate people’s interest to visit Hong Kong.
Phase 3 – Relaunch – Mega events and a new tourism brand campaign will be launched to rebuild Hong Kong’s tourism image.

Singapore launching phase 2 of US$14 M marketing programme
Source: Edited excerpt from Meetings & Conventions Asia
Date: 24 April 2020
Singapore Tourism Board (STB) will launch the second phase of its Marketing Partnership Programme to include the rest of the MICE sector in early May. Under this $20 million (US$14.02 million) programme, STB will support part of the marketing costs, and award additional funding to companies that work with other tourism stakeholders to create value-added experiences to visitors.

MEET Taiwan using tech to facilitate business during the pandemic
Source: Edited excerpt from Meetings & Conventions Asia
Date: 21 April 2020
Taiwan has launched online and virtual 3D exhibitions for trade partners around the world, enabling visitors to view products and shop directly online. In addition, Taiwantrade.com offers customized online sourcing services via its Meet Supplier Online service.



AUSTRALIA & NEW ZEALAND

Visit Auckland waiting for the right time
Source: Edited excerpt from VisitAuckland YouTube Page
Date: 9 April 2020
In a breathtaking video showcasing captivating scenery of the landscape, the people and cuisine, using their native names, VisitAuckland encourages people to sit at a distance, stand as one. “When the time is right, we welcome you. But for now, listen. Papatūānuku (our earth mother) is breathing.”

Australia’s revises its Business Events Advance Program
Source: Edited excerpt from CIM Business Events
Date: 27 April 2020
Business Events Australia has revamped its Advance Program for financial year FY20/21. Changes include greater access for smaller projects by lowering the minimum amount requested for each project to $10,000; offering two rounds of applications each year; and streamlining the application process.



EUROPE

Scotland will wait
Source: Edited excerpt from VisitScotland Business Events LinkedIn Page
Date: 17 April 2020
VisitScotland Business Events has shared an encouraging video reminding the industry that what they all do is important. The video features several industry stakeholders from across Scotland saying in solidarity that “Scotland Will Wait”.

Germany launches #MeetGermanyFromHome
Source: Edited excerpt from Kongres Magazine
Date: 16 April 2020
The German Convention Bureau (GCB) has launched its new #MeetGermanyFromHome campaign. The bi-lingual English and German social media campaign enables cities, venues, hotels and other meeting and event suppliers to share updates, news and new initiatives on Twitter and Instagram, with a focus on offers for the second half of 2020 and for 2021.



INDUSTRY POST-COVID

Expected norm for Post-Coronavirus Events
Source: Excerpt from Event Manager Blog
Date: 21 April 2020

  • Insurance – coverage for cancellation of event, delegates and staff that may contract the virus.
  • Social Distancing
  • Thermal Scanning
  • Sanitation and Disinfection
  • Triage and Handling of Those Who Show Symptoms
  • Vulnerable population management

Reinventing the Association Wheel
Source: Edited excerpt from Boardroom Magazine
Date: 24 April 2020

  1. Hyper-personalized advertising which is based on a model of delivering advertisements purely relevant to the recent behaviours, requests and permissions of a specific individual. The benefit for members in this model is that they receive highly relevant information tailored to meet their exact current needs.
  2. Being a trusted independent crowdsource enabler that connects researchers, media, government agencies and other data collectors with verified industry professionals.
  3. Associations becoming the go-to source that can secure a percentage of human assurance in any content produced by Artificial Intelligence (AI).

Hong Kong reinventing itself
Source: Edited excerpt from Skift
Date: 27 April 2020
Hong Kong Tourism Board (HKTB) is engaging its stakeholders to review and rethink Hong Kong’s position in the global tourism market and elevate service standards. HKTB foresees a new tourism landscape post-pandemic – hygiene standards will be the top priority; short breaks and wellness-themed trips will be popular.

Please Share:

For more articles/news, please visit News & Resources.

Our summary of how destinations are responding to the COVID-19 outbreak. We hope this bulletin will help you in planning your own mitigation and recovery strategies.

Published

Bulletin: COVID-19

Modern buildings downtown Nairobi, Nairobi Area, Kenya, Africa

We’re all being flooded by news and communications about COVID-19.  Below we summarise information about how destinations are responding which we hope will help you in planning your own mitigation and recovery strategies.



REGIONS

ASIA

Thailand focuses on supporting business events entrepreneurs
Source: Edited excerpt from Thailand Conventions & Exhibition Bureau
The Thailand Conventions and Exhibitions Bureau (TCEB) has launched the “Virtual Meeting Space” (VMS) project, providing support for business events entrepreneurs to keep their business alive by running events online, and re-skilling or up-skilling their manpower using virtual resources. TCEB’s other project, “COVID-19 Free Meetings,” will help venues upgrade their safety and health standards in the face of new requirements.

China eyes hybrid events
Source: Edited excerpt from MixMeetings
Date: 16 April 2020
Chinese organisers are considering creating events that are a hybrid of physical gatherings combined with the digital sphere, or “phys-gital”. It is expected that the “new normal” will be the rise of hybrid events combining digital video-conferencing and exhibitions using virtual-reality technology, with delegates still gathering at venues.

AUSTRALIA & NEW ZEALAND

Events Grant Fund for the South Australian tourism sector
Source: Edited excerpt from South Australia Tourism Commission
Date: 3 April 2020
The South Australian Government has announced a AUD$5.7 million (US$ 3.6 million) funding package to support the tourism and events sector. The package includes a new Regional Events Grant Fund, which aims to provide financial support for small to medium regional event organisers who have experienced financial loss due to the forced cancellation or postponement of an event.

New Zealand launches “BE Reconnected”
Source: Edited excerpt from MICEBTN
Date: 6 April 2020
Conventions and Incentives New Zealand (CINZ) has launched a new event, BE Reconnected, for December 2020. BE Reconnected will focus on re-engaging and reconnecting industry relationships to help kick start business recovery. This event will replace this multi-day Meetings Exhibition which was due to be held in April this year.

EUROPE

Monaco waiving cancellation fees in its “postpone not cancel” effort
Source: Edited excerpt from Business Events News
Date: 14 April 2020
Monaco Convention Bureau is working with key suppliers to offer, wherever possible, the waiver of contractual cancellation fees and postpone deposits for upcoming events which are affected by COVID-19. The policy has also been extended by most Monaco hotels for individual and group reservations. Organisers of regular Monaco conferences and meetings are being offered new dates and the most suitable solutions.

AFRICA

Kenya prepares a 12-month Activation plan during and post COVID-19
Source: Edited excerpt from VoyagesAfriq
Date: 13 April 2020
The Kenya National Convention Bureau (KNCB) believes that there is opportunity to examine how ready the industry is in response to crisis situations, and jointly plan with industry members for  recovery and building a robust and sustainable business events sector by:-

  • Building a united public and private sector stakeholder and supplier community
  • Improving market intelligence
  • Adding to the sales pipeline
  • Building a credible brand for launch to the global marketplace
  • Engineering efficient processes to achieve faster business growth in the future
  • Generating local community understanding, support and engagement in the sector



TOURISM RECOVERY

Singapore providing free on-line training to local suppliers as part of post COVID-19 recovery efforts
Source: Edited excerpt from Singapore Tourism Board LinkedIn Page
Date: 10 April 2020
The Singapore Marketing College, a free online learning platform of Singapore Tourism Board, covers modules such as Brand, Strategic Planning and Activation Planning, and is offered free so the industry can upskill in preparation for the post COVID-19 recovery.

UNWTO COVID-19 tourism recovery recommendations
Source: Edited excerpt from UNWTO
Date: 14 April 2020
These recommendations from the United Nations World Tourism Organization are divided into three key areas:

I) Managing the crisis and mitigating the impact
1. Incentivise job retention, sustain the self-employed and protect the most vulnerable groups
2. Support companies’ liquidity
3. Review taxes, charges, levies and regulations impacting transport and tourism
4. Ensure consumer protection and confidence
5. Promote skills development, especially digital skills
6. Include tourism in national, regional and global economic emergency packages
7. Create crisis management mechanisms and strategies

II) Providing stimulus and accelerating recovery
1. Provide financial stimulus for tourism investment and operations
2. Review taxes, charges and regulations impacting travel and tourism
3. Advance travel facilitation
4. Promote new jobs and skills development, particularly digital ones
5. Mainstream environmental sustainability in stimulus and recovery packages
6. Understand the market and act quickly to restore confidence and stimulate demand
7. Boost marketing, events and meetings
8. Invest in partnerships
9. Mainstream tourism in national, regional and international recovery programmes and in Development Assistance

III) Preparing for the future
1. Diversify markets, products and services
2. Invest in market intelligence systems and digital transformation
3. Reinforce tourism governance at all levels
4. Prepare for crisis, build resilience and ensure tourism is part of national emergency mechanism and systems
5. Invest in human capital and talent development
6. Place sustainable tourism firmly on the national agenda
7. Transition to the circular economy and embrace the SDGs



TOURISM CAMPAIGNS DURING COVID-19

Tourism Australia offers virtual backdrops for Zoom meetings
Source: Edited excerpt from Tourism Australia
Date: 9 April 2020
While the coronavirus pandemic continues, and social distancing measures are in place, many people are now working from home and video conferencing has become the new norm. To inspire would-be travellers around the world, Tourism Australia has made 13 stunning Australian landscapes available for use as virtual backdrops during Zoom meetings.

New Keeping Vanuatu Beautiful campaign
Source: Edited excerpt from AdNews
Date: 3 April 2020
The Vanuatu Tourism Office (VTO) has launched a global campaign ‘We’ll Keep it Beautiful for You.’ This campaign, aimed at keeping Vanuatu top-of-mind, promises that the locals will keep Vanuatu beautiful for visitors until COVID-19 restrictions are lifted. As part of the campaign, the VTO will also share a range of #VanuatuMoments featuring locals helping to keep Vanuatu beautiful, on its Facebook and Instagram channels.

Visit Abu Dhabi encourages time for reflection
Source: Video excerpt from Visit Abu Dhabi Instagram Page
Date: 27 March 2020
In a video on their Instagram page, Visit Abu Dhabi gives a message of using this time of silence, not for sadness but for reflection. “The world will return and Adu Dhabi will be waiting with open arms. We’ll be waiting for you #InAbuDhabi. Till we meet again, #StayHome, #StaySafe but #StayCurious

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Our summary of how destinations are responding to the COVID-19 outbreak. We hope this bulletin will help you in planning your own mitigation and recovery strategies.

Published

GainingEdge Advisory Issue

What to ask associations beyond ‘will you be rebooking’?

DMOs and CVBs (and) convention bureaus
are wired to be focused on generating business demand from the
marketplace.  As integral components of
the supply side, DMO/CVB value has long been measured by the ability to ensure
a steady flow of group business into the destination.  For the most part, DMOs/CVBs have
traditionally acted as supplier representatives in the relationship between
buyers and sellers. 

With business demand severely curtailed
because of COVID-19, destinations are scrambling to determine how best to
create value now and in the future.  We
suggest DMOs/CVBs need to ensure that in addition to lead generation and bid
development expertise, they also work to help associations deliver on their
purpose.  A good place to start is
understanding why an association exists in the first place and then building
your destination’s value proposition with that at the core.

Destinations that understand
associations from the ‘inside out’, rather than the ‘outside in’, will be in a
much stronger position to recover and rebound from this crisis.  In a risk adverse world, building strategic
relationships with associations will have a longer-term benefit than those that
are purely transactional.  Being a solid
partner builds trust and loyalty, which can lead to new and repeat business and
a strong brand reputation.

We are by no means suggesting DMOs/CVBs should not be finding out whether an association plans to book or rebook its event in the future.  What we are saying is that during these turbulent times, destinations should be sharpening their business development skills to ensure critical questions are also being asked of associations to help bridge the gap of knowledge that might otherwise exist.   The following are queries the DMO/CVB should ask to expand their insight into the association.

  • What is the vision and mission of your association? And how can we help you continue to progress towards your vision now and moving forward?

At the outset, a DMO/CVB should endeavor to find
out the essence of the association, why it exists and what the association
hopes to accomplish as a result of its activities.  Associations do not exist to meet; they are
created for an essential purpose. Conferences and meetings are not an end in
themselves, but a means to an end. Asking your client of the higher-level aim
of their association, and exploring ways to contribute to this goal, will
create a stronger sense of trust that the destination is not just out to sell
but is there to help.

  • How is the crisis impacting your industry/sector?

DMOs/CVBs should conduct research and inquire into the impact of COVID-19 on the industry or sector most relevant to the association. This background will provide context when speaking to the association of their issues and opportunities in the near to immediate term. Determining COVID-19 impacts on the broader sector will enable the destination to discuss implications on the association in an informed way.

  • How will the current crisis affect your business practices such as your meetings, exhibition, sponsorship or membership strategies in the short and long term?

The COVID-19 situation is forcing associations to
confront realities that will impact on fundamental operational matters now and
in the future.  DMOs/CVBs that try to get
a better understanding of the association’s situation, including not only their
events, will offer a closer glimpse into what matters most to the association
as it works its way through this crisis. 
One of the most important considerations will be whether associations
that once met globally will now be adjusting to more regional meetings.

  • Are you considering any adjustments to your events model and/or format to facilitate remote participation of attendees at your events?

As remote meetings take hold, deep discussions are being held
within and between associations on how best to bring their members and
stakeholders together for meetings in the future.  The earlier DMOs/CVBs have discussions with clients
about what that might look like will better prepare the destination to meet these
needs.  Destinations that offer solutions
to associations that facilitate engagement of remote, along with in-person,
will be better positioned to succeed.

  • How will your event programme be impacted by the crisis? e.g. change of content to respond to new market priorities as a result of the current crisis?

As connectors between the association and the destination, DMOs/CVBs are able to help client’s source local expertise and knowledge that enhance the content offerings of the event.  It is worth discussing how the current situation is shifting topics of interest with the association, so the destination can identify relevant people and organizations of interest in their community that will assist in being prepared for future opportunities.

In closing

Destinations and associations that find
a place where purpose and intent intersect will be better positioned to support
one another in achieving mutual results during and after COVID-19.  Clients will seek DMOs/CVBs that have a firm
grasp of their pain points and goals. Destinations are likely to retain and be
recommended by clients to whom they provide value, and hence will provide them a
competitive advantage.

DMOs/CVBs can help themselves by moving to a deeper understanding of the associations they are hoping to work with. It is our view that finding areas of commonality is the ‘sweet spot’ of success and should be given even more attention during these challenging times. Doing so will help to establish a trusting relationship between the parties, and lead to business opportunities down the road.

“Understanding is the first step to acceptance, and only with acceptance can there be recovery. “
J.K. Rowling, Harry Potter and the Goblet of Fire

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Advice: COVID-19 for destinations and convention bureaus Issue #3.

Published

Bulletin: COVID-19

The Hague, Netherlands cityscape at night.

We’re all being flooded by news and communications about COVID-19.  Below we summarise information about how destinations are responding which we hope will help you in planning your own mitigation and recovery strategies.



REGIONS

ASIA

Korea Plans for Asian roadshows after COVID-19 crisis
Source: Edited excerpt from Korea Convention Bureau
Date: 12 March 2020
Despite setbacks from the COVID-19 crisis, the Korea Tourism Organization (KTO) MICE Bureau prepares to organise a series of roadshows across Asia to promote Korea’s appeal as a corporate meetings and incentives destination as part of the country’s recovery plan. 

Seoul rolls out enhanced MICE support programme
Source: Edited excerpt from BEAsia
Date: 15 March 2020
Seoul Convention Bureau (SCB) enhanced its PLUS SEOUL programme with additional support initiatives to boost MICE recovery efforts. 

  1. Support more MICE events;
  2. Increase financial support with more flexible criteria (lower min number of participants);
  3. Events that have not been cancelled but instead postponed to a later part of 2020 will receive additional financial aid (10%) from Seoul Metropolitan Government;
  4. Co-op marketing with other cities to encourage multi-destination events in Korea;
  5. Establishment of the Seoul MICE Support Center.

US$51 million for Hong Kong recovery effort
Source: Edited excerpt from TTGmice
Date: 17 March 2020
The Hong Kong Tourism Board (HKTB) will be pushing out a HK$400 million (US$51 million) trade support plan. The money will be used to:

  1. Subsidise event organisers to bid for large-scale conventions and exhibitions; 
  2. Lower the threshold for applying funding support for small & medium-sized meetings and incentives; 
  3. Waive the participation fees for relevant promotion activities organised by the HKTB in source markets; and 
  4. Provide subsidies for related air tickets and hotel accommodation and new initiative with the hotel sector, MeetON@HongKong, to provide groups with free meeting packages or dining packages.

HKTDC launches digital initiatives to help industry SMEs
Source: Edited excerpt from MICE BTN
Date: 26 March 2020
The Hong Kong Trade Development Council (HKTDC) is offering a number of digital initiatives for industry SMEs including: 

  1. A month-long Spring Virtual Expo beginning 1st April 2020 to establish contact with global buyers and to capture orders during the traditional peak sourcing season; 
  2. HKTDC will promote this Expo through its 50 offices worldwide, including assisting with buyer invitations; 
  3. Online-to-offline (O2O) promotion packages for companies to participate in physical exhibitions and conduct promotions through HKTDC’s online platform; 
  4. Transformation Sandbox or ‘T-box’ which is a free SME support programme providing advisory service, networking, capacity-building and practical opportunities.

AUSTRALIA & NEW ZEALAND

Australia offers support for convention bureaus and business events industry through its EMDG scheme 
Source: Edited excerpt from AACB
Date: 1 April 2020
The Australian Government will inject an extra AUD $49.8 million (USD $30.7 million) into the Export Market Development Grant (EMDG) scheme in the 2019-20 financial year. This is in addition to the AUD $60 million (USD $37 million) already committed.

According to The Association of Australian Convention Bureaux (AACB) a majority of their members are eligible as Approved Bodies under the scheme, as their role it is to attract international business events to Australia through marketing and bidding activities, reaching international markets and driving high yield visitation.

Expected entitlements will be paid in full. Applications lodged in the 2020-21 financial year can claim promotional expenses that have been impacted by COVID-19, such as tradeshow cancellations. These activities will be treated by Austrade as having taken place.

Eligible convention bureaux will be able to position these funds to recovery efforts. 

EUROPE

EU Commission approves Danish compensation scheme for event organisers
Source: Edited excerpt from CIMBusinessEvents
Date: 26 March 2020
The European Commission has founded a DKK91 million ($22 million) Danish aid scheme to compensate organisers for the damage suffered due to the cancellation of large events with more than 1000 participants in line with EU State aid.

The Hague Business Agency (THBA) focuses on leads generation
Source: Edited excerpt from The Hague Convention Bureau
Date: 16 March 2020

In the coming period, the focus of THBA, among others, will be on leads generation through: 

  • Looking further into collaborations with the local service providers (lawyers, banks, etc.) to find more leads. 
  • Strengthening data research efforts in order to obtain more leads based on public sources.

AFRICA

South Africa National Convention Bureau Chief on “Postpone not cancel”
Source: Edited excerpt from SANCB Twitter Page
Date: 31 March 2020
South Africa Tourism Chief Conventions Bureau Officer, Amanda Kotze-Nhlapo in her “Postpone, not Cancel” message emphasizes that “Africa must have its turn. With rotation, if they cancel, they will move onto the next destination. It may take 10yrs to get an opportunity to host or bid. We must assist to find a new date.”

Rwanda focuses on “postpone not cancel” meetings
Source: Video excerpt from CNBC Africa
Date: 18 March 2020
The Rwanda Convention Bureau is working with event organizers and industry stakeholders to postpone and not cancel events. Some have already confirmed for the last quarter of 2020 and the first quarter of 2021. Rwanda had 20 meetings scheduled in March-April 2020. 



OTHER

The Events Industry Council (EIC) provides template for government communications 
Source: Edited excerpt from MeetingsNet
Date: 25 March 2020
To support its campaign, the EIC is providing a letter template for industry professionals to adapt and send to representatives in their government so that the right message about how the business events industry can assist in recovery is consistently used. 



TOURISM RECOVERY SPENDING 

Indonesia’s government earmarks US$21.5 million to lift the economy including tourism businesses
Source: Edited excerpt from TTGAsia
Date: 27 February 2020
Indonesia’s minister of finance Sri Mulyani Indrawati announced that the government has set aside a budget of 298.5 billion rupiah (US$21.5 million) to help stabilise Indonesia’s economy and pull tourism businesses through the economic slowdown.

Kenya has set aside KES 500 million (US$ 4.7 million) to help tourism sector recover
Source: Edited excerpt from DailyNation
Date: 12 March 2020
Kenya has set aside Sh500 million (US$ 4.7 million) to help the tourism sector recover from the effects of the coronavirus outbreak. Part of the funds will be used to restore destination confidence to ensure that Kenya remains a preferred travel destination globally. The rest will be used for the post-coronavirus recovery strategy in all Kenya’s key source markets.

Thailand returns USD42.4 million deposit to local tour businesses
Source: Edited excerpt from TTGAsia
Date: 23 March 2020
Thailand’s Tourism Ministry will be giving financial aid to local tour businesses by returning a combined 1.4 billion baht (US$42.4 million) of registration deposits to them. The ministry’s policy stipulates that each company will receive 50-70 per cent of the deposit back to help ease the economic burden created by the coronavirus pandemic.

South Africa’s USD11.5 million for tourism SMMEs
Source: Edited excerpt from VoyagesAfri
Date: 24 March 2020
Department of Tourism has made an additional R200 million (US$ 11.5 million) available to assist SMMEs (small, medium and microenterprises) with a turnover of under R2.5 million (US$ 144,214) in the tourism and hospitality sector who are under particular stress due to the new travel restrictions.

Singapore sets aside $90 mil to boost rebound
Source: Edited excerpt from The Edge Singapore
Date: 26 March 2020
The Singapore government will set aside SGD $90 million (USD $62.7 million) to help the tourism industry rebound strongly. This is part of the SGD $48 billion (USD $33.6 billion) Supplementary Budget to support workers and save jobs. Hotels, travel agencies, tourist attractions, cruise terminals and operators, as well as venue operators will get a total of 75% wage offset. The qualifying monthly wage ceiling will be raised to SGD $4,600 (USD $3,227), from the SGD $3,600 (USD $2510) previously announced in February.

WTTC call governments to safeguard tourism
Source: Edited excerpt from TTGmice
Date: 18 March 2020
The World Travel & Tourism Council (WTTC), has called on governments of all countries to take immediate action to help ensure the survival of the critical travel and tourism sector through: 

  1. Financial help for the millions of workers in the sector.
  2. Extend vital, unlimited interest-free loans to global travel and tourism companies as well as the millions of small and medium sized businesses. 
  3. Waive all government taxes, dues and financial demands on the travel sector with immediate effect at least for the next 12 months.

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Our summary of how destinations are responding to the COVID-19 outbreak. We hope this bulletin will help you in planning your own mitigation and recovery strategies.

Published

GainingEdge Advisory Issue

VANCOUVER, CANADA - Nov 13, 2019: A beautiful shot of the boats parked near the Coal Harbour in Vancouver

Putting Some Order to the Chaos

Our last newsletter discussed the
importance of engaging your local stakeholders to work together in developing
solutions. As our industry manoeuvres its way through these times, it is always
helpful to learn from and share with each other – we believe Vancouver,
Canada’s current effort is worth discussing. 

Getting organized as a destination is a
critical step in being able to effectively develop strategies to respond to the
situation now and looking to future recovery. 
Destinations need to put in place meaningful structures that are nimble,
responsive, and inclusive, to address the multi-faceted nature of this
challenge. Now is not the time to go inward as an organization but to reach out
to others in your community and take a leadership role where appropriate.

In Vancouver, under the leadership of
Tourism Vancouver (the Metro Vancouver Convention and Visitors Bureau), a
public- and private-sector Task Force has been formed.  Starting with 50 organizations – and growing
– representing multiple interests, the common element that binds all players is
that few industries are as dramatically affected by COVID-19 as tourism and
business events. The motivation is to have a powerful, united, and
action-oriented body to act in a coordinated way for the sector.

The Task Force’s work is being advanced
by four distinct working groups:

  • Impact Assessment
  • Government Relations
  • Issues Management and Communications, and
  • Sector Recovery Strategy

The working groups are mandated to
focus on their area by first developing core objectives and tactics.  The working groups meet remotely on a weekly
basis and report up to the main Task Force on progress made. Given the
extremely dynamic situation, each working groups is evolving its objectives and
tactics and making sure to adapt whenever they can or should.

Impact Assessment

Focus is on estimating the impact of
COVID-19 on the industry, and to develop scenarios. They work with other
industry organizations that are also assessing impacts and customize where
necessary for the destination. Information is fed to the other working groups
to help inform their effort.

Government Relations

Focus is on keeping abreast of
government initiatives that may impact the sector, and to liaise with
government on the Task Force’s actions while advocating for the industry.
Government representatives also participate on the Task Force, helping expedite
information flow.

Issues Management and
Communications

Helps to inform all stakeholders of the
progress of the Task Force, while keeping abreast of local, regional and
national information. An important role of this group is to ensure issues are
identified and communicated quickly to those audiences relevant to the Task
Force, and across the working groups themselves.

Sector Recovery Strategy

A resource
where stakeholders can connect and collaborate and be ready for when recovery
begins. The group is be an information repository for industry as recovery
programs are being developed and will begin developing a business readiness
toolkit for industry operators.

We hope Vancouver’s example is helpful
as you develop your own structures to deal with the situation. You might want
to form a task force with no committees, or a task force with different
committees. The important advice here is to determine what areas need to be
addressed and divide up the work so that it does not become overwhelming to any
person or organization. Another important consideration is to have a structure
in place that provides for openness and transparency, while jointly holding
each accountable for actions to be undertaken. 
 To that end, it is essential that
task force members communicate the updates and findings of the effort to their
own stakeholders on an ongoing basis.  

We would like to thank Tourism
Vancouver and all their partners for sharing their approach with you. 

“If you want to go fast, go alone. If you want to go far, go together.”
African Proverb

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Advice: COVID-19 for destinations and convention bureaus Issue #2.

Published

GainingEdge Advisory Issue

Entrepreneur using video call conference on laptop to talk to colleague in startup office. Business man attending online teleconference meeting with person to discuss project and strategy.

COVID-19 and Destination Promoters

What do you do when the whole world is in crisis mode?

As COVID-19 is an officially declared pandemic, nowhere is immune. Our hearts go out for those that are suffering the worst, the people and the countries. At times like these, despair and resignation are understandable and normal human responses. Is it possible that, even out of something this bad, there could still be opportunity in adversity?

In our view, there is always opportunity in adversity, it is all about the response. Our advice is that there are ways that you can actually wrestle this situation into some positives:

  1. Win back the business you are going to lose
  2. Gain more credibility in the market
  3. Build a more united supplier community
  4. Improve your market intelligence
  5. Add to your sales pipeline through increased research
  6. Engineer more efficient processes
  7. Strengthen your esprit de corps
  8. Achieve faster business growth in the future
  9. Generate more local community understanding and support
  10. Bring your government on board like never before

Here is some perspective and advice we hope will be helpful to you in trying to achieve these things.

Time to Communicate – Really Well

At times like these it’s important to remember that you have multiple audiences and that they are all important. Your staff, board, business partners, local industry, government and the broader community as well as your customers need to be engaged.

When it comes to the local stakeholders, they will all want to feel consulted and listened to, kept up-todate and to be able to contribute to solutions moving forward. If you become communications central and the epicentre of the response planning then you are in a position to lead your team and your community towards achievement of the outcomes listed above.

What you should be saying to customers
The key drive for your communications right now should be about building credibility.

No amount of destination promotion is going to calm the fear. Saying that any destination is safe just isn’t credible. The assumption is the whole world is exposed and that the pandemic could spring up anywhere and everywhere. So, if your destination is currently safe, the real question on peoples’ minds will be, “for how long?”

Our advice is that there’s only one kind of communication right now that can really bring you value – communication designed to build your credibility among potential customers. Credibility is power. Use this time to build credibility more than trying to build interest in your destination. Then when the situation improves, you can leverage the credibility you’ve built and use it to immediate effect. Customers will be more predisposed to you because you’ve built more trust with them.

What is credible communication? Short, radically transparent, spin-free and to the point, such as:

  • What’s the COVD-19 situation in your destination and country?
  • What groups are cancelling?
  • What’s happening to visitor numbers and hotel occupancy rates?
  • How are flights being affected?
  • How is your government responding?

If the situation is bad, don’t attempt to hide or spin the facts. Share the facts. As a destination promoter, you’ll gain credibility when you do. And, in the current environment there’s really not much you can lose.

Then when things start improving give the same type of information. Groups are booking, visitor numbers and occupancies are going up, flights are returning. Because you were transparent, your customers will trust your information. Again, the trust you can build could be one of the most positive things you can derive from this whole situation.

Your Greatest Strategic Focus should be on Recovery

There are two fundamental principles of crisis management, mitigation and recovery.

Mitigation
Mitigation is what you do during the crisis to make things better. This should be thoroughly explored, but in the current reality there are limits to what you can do. For example, if groups are cancelling dates you won’t be able to convince them otherwise. The focus should be on getting them to reschedule. Turn a cancellation into a postponement or a rebooking when you can.

You should be working with your industry to develop a city-wide response to clients wanting to cancel or postpone their events. It’s in your destination’s interests to minimise the pain and to keep clients on side and more favourably disposed when in recovery mode.

Your industry can also provide you with data on business lost or affected. This will help you communicate effectively and also to develop a strong business case to government for crisis support.

While the mitigation phase is not likely to afford any short-term selling opportunities, it is a time when you can focus on building stronger client relationships for the future. Think of ways that you and your team can connect with current and potential clients in a way that is more personal and less business orientated.

Resist any pressure to make staff reductions, your team is your backbone. You are going to need all of them to help you manage your communications and stakeholder engagement efforts and to effectively plan for and then implement the recovery phase.

Rebound Strategy
Rebound is what you do once the crisis is over to recover what you’ve lost as quickly as possible. Your rebound strategy should be developed around restoring your business levels and recouping your losses. Here’s the calculation:

  1. What was our business trend line before the crisis?
  2. How has the crisis impacted that trend line and how much business did we lose?
  3. How much business will we need to secure to both restore our trend line and recover what we lost?

Keep in mind, many of your competitors will be doing the same thing. So, what do you do to stay ahead of the pack?

Engage your local stakeholders
When everyone else is panicking, true leaders emerge. If you are leading your destination, you need to get your stakeholders in a room and help them to work with you to find solutions. They should be part of your
brainstorming on your communications, mitigation and rebound strategies.

A crisis is probably the most opportune time to get your stakeholders working more cooperatively. Leverage that sense of common purpose to build an even stronger and more united supplier community – another lasting positive outcome that you can take from this crisis.

Refocus your team’s energies to best effect
You and your team will likely be spending less time servicing and selling these days. As an example, we all recently lost the opportunity to promote our destinations at IMEX. So, what do we do instead? Think about it, just traveling and participating in a show like IMEX is effectively a week of time, or more. How many people did you have going and how many people-weeks can you now reinvest?

During the depths of this disruption, you may find that customers are less interested in talking, even if you are focusing on events that are years or more into the future. So, what can salespeople do when they aren’t selling? They can be preparing themselves better to sell more efficiently when things improve.

Now is a good time to strengthen and build your client database. Research and prioritise accounts. You could also take a pause and have your team get creative on engineering a better future. When the time comes and markets start to move again, have a plan and new creative approaches for how your team is going to do things faster, better and more successfully.

Address your resource needs
COVID-19 is a wake-up call for policy makers. They too are human, and they take things for granted until times get tough. Most destinations are losing business, and that becomes news the policy makers notice. Our industry is front of mind right now and they are feeling our pain. Your rebound strategy should be developed into a business case for one-off “recovery funds” that you request. Governments typically shun requests for new recurring funding, but are often more open to requests for special, non-recurring funding. They are looking to provide funding that tells the story of them addressing the business loss from this crisis. Their pocketbooks will be open and you need to give them a plan soon with numbers and an ROI analysis.

Hopefully, the world will get past this soon. In the meantime, you can use this difficult time to focus on getting stronger, a focus which will pay dividends far into the future.

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What do you when the whole world is in crisis mode?

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