d2.tcs.cl5.10 slide 1. develop host community awareness programs this unit comprises three elements:...
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DEVELOP HOST COMMUNITY AWARENESS PROGRAMS
D2.TCS.CL5.10
Slide 1
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Develop host community awareness programs
This Unit comprises three Elements:
1. Identify the basis for a host community awareness program
2. Prepare for delivery of a host community awareness program
3. Present and monitor a host community awareness program
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Assessment
Assessment for this unit may include: Oral questions Written questions Work projects Workplace observation of
practical skills Practical exercises Formal report from
employer/supervisor
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Element 1 – Identify the basis for a host community awareness program
Performance Criteria for this Element are: Identify the stakeholders in
relation to a host community awareness program
Research the tourism-related issues that are impacting on the host community
Assemble information on the tourism-related issues that are currently impacting on the host community
(Continued)
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Element 1 – Identify the basis for a host community awareness program
Identify tourism-related opportunities and threats facing the host community
Identify motivations for visiting the local community
Seek resolutions to the potential conflict relating to tourism
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Identify the stakeholders in relation to a host community awareness program
In relation to this unit: Host community = any
community receiving visitors Content refers to outcomes,
skills and knowledge required to develop a host community's awareness of tourism
An ability to educate, inform and consult is needed
Programs are key to tourism planning and management
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Identify the stakeholders in relation to a host community awareness program
Host community awareness programs: Are planned, formal, structured
activities designed to raise awareness of tourism within target audiences
Seek to inform, persuade and resolve issues
Are presented to/aimed at local communities
Have their implementation monitored
Are normally for regions but may be for individual venues/businesses
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Identify the stakeholders in relation to a host community awareness program
‘Stakeholders’ include: Employers Current and potential
employees Government agencies and
authorities Media Training organisations Members of the local
community/general public
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Identify the stakeholders in relation to a host community awareness program
CBT = Community-Based Tourism: Sustainable tourism promoting
pro-poor strategies in host communities
Involves the local people Aims to alleviate poverty Respects culture, traditions
and heritage
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Research tourism-related issues that are impacting on the host community
Good ways to identify issues: Identifying tourism goals and
objectives of the enterprise Meeting with the marketing
and sales department of the proposing organisation
Identifying the specific tourism goals and objectives for the local community
(Continued)
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Research tourism-related issues that are impacting on the host community
Seeking views and opinions from stakeholders
Investigating the history of the local people/community in relation to tourism and its impacts
Speaking to a broad cross-section of those affected by tourism within the local community
Understanding the changes in demand for local services and facilities
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Research tourism-related issues that are impacting on the host community
Research data is classified as ‘secondary’ and ‘primary’
Secondary data: Is data/information that already exist
and which It can be found in/sourced from: Reports Internal business records and
databases Media articles and the Internet Findings of existing market
research Anecdotal evidence
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Research tourism-related issues that are impacting on the host community
Primary data: Is new/freshly generated data Is commonly undertaken to
address need as determined by identified gaps in the analysis of the secondary data
May be captured through the application of a range of market research techniques
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Research tourism-related issues that are impacting on the host community
Data may also be classified as ‘Qualitative’ or ‘Quantitative’ Qualitative data:
Is also known as ‘soft’ data Seeks to answer ‘Why?’
questions
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Research tourism-related issues that are impacting on the host community
Quantitative data: Is also known as ‘hard’ data Refers to facts, figures,
statistics, money, frequency, percentages, ratios and other mathematical/arithmetic statements
Seeks to answer questions which can be quantified
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Research tourism-related issues that are impacting on the host community
Much tourism-based research generates a hypothesis which needs to be addressed by the research: A hypothesis links two factors A research project can address more than
one hypothesis Common tourism-related hypotheses are:
The introduction of tourism activities into a community will generate growth for the businesses and the country
Communities who participate in tourism will experience social, economic and/or cultural benefits
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Research tourism-related issues that are impacting on the host community
Questions: Are then developed to elicit
information to prove or disprove the hypothesis
Need to capture information to allow decision making
Must be worded in a neutral manner
Should include ‘open’ and ‘closed’ questions
All research needs to be conducted in an ethical yet rigorous way
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Research tourism-related issues that are impacting on the host community
Issues which may be investigated: Potential range of issues is
limitless Will vary over time Alter between communities Depend on the
organisation/proponent May be ‘positive’ or ‘negative’
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Research tourism-related issues that are impacting on the host community
Possible ‘positive’ issues for research: Growth of existing businesses Development of new
businesses More jobs and employment
opportunities A more sustainable economy Improved quality of life(Continued)
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Research tourism-related issues that are impacting on the host community
Greater investment in local infrastructure
Maintenance, growth and improvement in local facilities
Cultural empowerment and increased sense of pride
Tax revenue for governments Enhanced awareness of the
country/location(Continued)
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Research tourism-related issues that are impacting on the host community
Economic diversification and general economic benefits
Opportunity to share the culture and educate visitors
Investment opportunities Improved health and training
facilities Opportunity to enhance
preservation of endangered or threatened aspects of local culture, customs and community
Opportunity to make wider community aware of problems facing the community
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Research tourism-related issues that are impacting on the host community
Possible ‘negative’ issues for research: Impact of tourism on the social
fabric of society Child protection and child sex
trade concerns Fear regarding prostitution and
other crimes Trivialisation and/or dilution of
the culture Lack of local workers to fill the
jobs(Continued)
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Research tourism-related issues that are impacting on the host community
Provision only of menial and low-paid jobs
Seasonal employment only (in some areas)
Loss of a sense of community Ultimate dependency on
tourism Damage to the land and
environment(Continued)
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Research tourism-related issues that are impacting on the host community
Money leaving the area because businesses are owned by external operators
Unacceptable level of use of/stress on community resources by tourists to the detriment of locals
Over-development Increased living costs(Continued)
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Research tourism-related issues that are impacting on the host community
Unwanted intervention by tourists in normal everyday activities
Control of local area may move (more) to external people
Cultural change
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Assemble information on tourism issues currently impacting the community
Market research: Is the process of undertaking a
variety of actions designed to capture information which allows decisions to be made about identified issues
May be undertaken by: A single organisation A government agency Professional market
research organisations Combination of the above
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Assemble information on tourism issues currently impacting the community
Market research activities may include: Conducting interviews Consulting with groups and
communities Applying surveys and
questionnaires Using focus groups Observing people and actions Doing experiments and
undertaking trials and tests
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Assemble information on tourism issues currently impacting the community
‘Raw data’: ‘As is’ data generated as a
result of the research Supplied in untouched form
direct from researchers May originate from:
Questionnaires and survey forms
Hand-written notes/observations
Anecdotal evidence Any sort of base material
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Assemble information on tourism issues currently impacting the community
‘Data manipulation’ = working with data – may include: Determining classifications of data to
be used which may be assembled around criteria such as: Measures relevant to the research Nominated ‘indicators’ for the
program Separation of data by type Classification of responses by
question numbers Division of respondents by
demographic classification(Continued)
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Assemble information on tourism issues currently impacting the community
Undertaking data entry protocols
Checking the data: Sufficient? Bias free? Correctly entered? Clear? Follow-up needed(Continued)
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Assemble information on tourism issues currently impacting the community
Analysing and interpreting the data: Performing
arithmetic/statistical functions
Classifying results and quantifying data
Identifying trends and comparing findings
Develop findings, conclusions and recommendations
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Assemble information on tourism issues currently impacting the community
It is acceptable/common for the results of the research to find: More research is required Different research is needed A new hypothesis and new
research questions are warranted
The initial objective being pursued/considered cannot realistically be expected to succeed and should be abandoned
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Identify tourism-related opportunities and threats facing the host community
SWOT analysis: Fundamental pre-requisite for
any market research Gathers information on
‘internal’ and ‘external’ environments
Examines Strengths, Weaknesses, Opportunities and Threats
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Identify tourism-related opportunities and threats facing the host community
Internal factors: These are the ‘Strengths’ and
‘Weaknesses’ of/within the organisation
A ‘Strength’ for one entity can be a ‘Weakness’ for another
Are (to an extent) controllable – organisations are able to control the
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Identify tourism-related opportunities and threats facing the host community
External factors: Exist outside the organisation They are the ‘’Opportunities’
open to an organisation and the ‘Threats’ facing it
They are (usually) uncontrollable
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Identify tourism-related opportunities and threats facing the host community
When looking at external Opportunities and Threats it is also possible to use: SLEPT analysis PESTEL analysis STEEPLE analysis
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Identify tourism-related opportunities and threats facing the host community
Possible Opportunities and Threats in relation to host community awareness programs: Changing economic conditions Changing expectations of
visitors Changing political situations(Continued)
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Identify tourism-related opportunities and threats facing the host community
Changing cost of travel Changing marketplace
activities Changing government
direction in relation to tourism Changing environmental
conditions
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Identify motivations for visiting the local community
Visitor types: Refers to classifications of
people who may visit a community
No standard set of definitions Based around:
Description of the tourists/groups
Reason for travel
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Identify motivations for visiting the local community
Common classifications: Families Special interest groups Business General visitors Repeat visitors
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Identify motivations for visiting the local community
UNWTO say there are three basic forms of tourism: Domestic tourism National tourism International tourism
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Identify motivations for visiting the local community
UNWTO also defines following words/terms: Business visitor Excursionist Meetings industry/MICE Tourist Travel party Visit Visitor
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Identify motivations for visiting the local community
Motivations for visiting: Are the reasons people might
have to visit a community Should have been identified as
part of the research process
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Identify motivations for visiting the local community
The ASEAN Tourism Strategic Plan 2012 – 2015 identifies: Need to develop experiential regional
products and creative marketing and investment strategies
Need to develop experiential and creative regional/sub regional circuits and packages together with investment strategies in relation to: Nature-based tourism Cultural and heritage tourism CBT Cruise tourism and river-based
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Identify motivations for visiting the local community
The ASEAN Tourism Marketing Strategy 2012 – 2015 has identified the following ‘ASEAN Target Market Segments’: Generic and mass travel Experiential travel Creative travel(Continued)
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Identify motivations for visiting the local community
Adventure travel Extended, long-stay travel Business-related travel
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Seek resolutions to the potential for community conflict relating to tourism
Common causes of conflict: Competition for local
government resources Conflicting opinions about
tourism development options Perceived threat to local
amenity by high visitor numbers
Conflicting opinions about local government tourism levies
(Continued)
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Seek resolutions to the potential for community conflict relating to tourism
Conflict between environmental and business groups
Misunderstanding regarding the relative benefits and disadvantages of tourism to the host community
Misinterpretation and misunderstanding of the effects of tourism on other host communities
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Seek resolutions to the potential for community conflict relating to tourism
Some proponents will seek to introduce a standardised set of ’Complaint Resolution procedures’ to a community: These must never be imposed They should be negotiated They should be made public They should be subject to
review and revision
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Seek resolutions to the potential for community conflict relating to tourism
Practical procedures include: Recognise the issue – never
ignore it; accept and acknowledge the issue
Communicate with the community – talk to them
Undertake additional research – where and if necessary
(Continued)
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Seek resolutions to the potential for community conflict relating to tourism
Comply with all applicable/necessary requirements
Make an offer of compensation Make viable and credible
promises about the initiatives Negotiate and show a
willingness to adapt initial proposal/s
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Seek resolutions to the potential for community conflict relating to tourism
The reality is not all conflicts can be resolved and in these cases the options are: Withdraw from the proposal Defer the project Go ahead regardless and
strive to create a successful outcome for all and develop positive sentiment towards the program
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Summary – Element 1
When identifying the basis for a host community awareness program: Learn who are the stakeholders Define relevant words and
terms Look at examples of other host
community awareness programs
Undertake research on relevant issues impacting the community
(Continued)
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Summary – Element 1
Meet with and consult with the community
Construct hypothesis and questions which need to be addressed
Collect quantitative and qualitative data
Determine community needs, wants and preferences
(Continued)
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Summary – Element 1
Assemble and analyse the research data about the community and issues impacting it
Identify relevant tourism threats and opportunities presenting to the community
Consider internal and external factors
(Continued)
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Summary – Element 1
Use research data/results as the basis for program development
Generate a list of reasons tourists would want to visit/engage with the local community
Resolve conflicts and problems which arise with host communities
Ensure appropriate recompense is negotiated
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Element 2 – Prepare for delivery of a host community awareness program
Performance Criteria for this Element are: Develop objectives for the
education of the host community
Develop target audiences for delivery of host community awareness programs
Decide on the format of programs to deliver host community awareness programs
(Continued)
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Element 2 – Prepare for delivery of a host community awareness program
Plan strategies to disseminate information
Develop the content Generate a timetable to guide
the delivery of host community awareness programs
Secure resources to enable delivery of programs
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Develop objectives for the education of the host community
Objectives will be determined on a combination of factors such as: Results of community
consultations Input made by stakeholders Identified ‘Opportunities’ and
‘Threats’ Government polices, strategies
plans and initiatives(Continued)
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Develop objectives for the education of the host community
Economic imperatives Local government or other ‘in-
country’ plans Need to care for local
environment Investment available Similar action in similar
communities
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Develop objectives for the education of the host community
Possible objectives: Persuasion in relation to the
initiatives and inherent matters Rectification of errors Provision of base,
supplementary and projected information
(Continued)
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Develop objectives for the education of the host community
Provision of advice to the population
Encouragement of necessary participants
Responses to threats and misinformation
Protection of the image and reputation of the host enterprise
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Develop target audiences for delivery of programs
Need to target audiences relates to: Showing respect for individuals
and groups Proving the bona fides of the
proposal Demonstrating the proponent
wishes to consult and communicate with the community
(Continued)
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Develop target audiences for delivery of programs
Advertising and promoting the initiative
Responding to criticism Being proactive and presenting
information Responding to notifications
from groups or individuals
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Develop target audiences for delivery of programs
Audiences normally include: All stakeholders – as identified
for the project Individuals – who have made
contact/shown interest Specific/identified/influential
groups Nominated schools(Continued)
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Develop target audiences for delivery of programs
Specific media Certain government officials
and/or agencies Certain stakeholder
classifications as identified by specified demographic characteristics relevant to the identified issues
People, businesses or agencies
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Decide on the format of programs to deliver programs
Format to be used can be determined by: Asking communities what they
prefer Speaking to community
leaders Determining the capacity and
preferences of the community Looking at the infrastructure
available in the community(Continued)
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Decide on the format of programs to deliver programs
Assessing money available for delivering the programs
Considering/accommodating requests which have been made directly to the proponents
Complying with mandated requirements
Factoring in other operational imperatives
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Plan strategies to disseminate information
Strategies might include: Communicating with possible
businesses and employers Talking to the media Providing information to the
general public Conducting training courses Holding formal meetings with
the community and making formal presentations
Lobbying nominated stakeholders
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Plan strategies to disseminate information
Options for implementing strategies: Conducting in-person talks Making formal presentations Creating structured
educational programs Being available for people as
necessary(Continued)
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Plan strategies to disseminate information
Developing and making available a self-paced format of information
Using a series of trainer-driven/directed programs
Using web-based formats Generating and making
available across a variety of formats the necessary technical and statistical information supported by informal notes and information
(Continued)
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Plan strategies to disseminate information
Putting in place a ‘response-only’ option
Using social media Giving invitations to locals,
designated representatives of community leaders to represent the community on relevant Boards or Committees
Using the media(Continued)
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Plan strategies to disseminate information
Making available printed materials for distribution
Joining targeted bodies to lobby and influence key stakeholders and decision makers
Generating partnerships with other organisations or industry sectors
Using a Communications Plan to guide actions
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Develop the content
Content is a program-by-program consideration – tips for development of content include: Start with the end in mind Use a writing team Organise the materials to be
used Allocate sufficient and
appropriate resources to the task
(Continued)
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Develop the content
Develop a user-friendly format Plan the content and sequence
for each element of the document
Be accurate and honest Be positive(Continued)
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Develop the content
Be realistic Write to the individual
audience Use graphics Write to influence and
persuade the reader(Continued)
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Develop the content
Personalise the message Give the basics for each
element of the proposal Include direction so readers
can get more detail Include details of
stakeholders/proposers of the program
(Continued)
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Develop the content
Make content ‘attractive’ and ‘inviting’
Make reference to facts and analysis
Write a draft and revise as required
Check final draft for errors and omissions
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Develop the content
Prepare a draft of the material to be distributed
Mark this draft as a ‘Draft’ documents
Circulate the draft internally Ask those on the Distribution
List to read and provide feedback on the draft
(Continued)
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Develop the content
Meet with all those of the Distribution List to discuss their suggestions, input and feedback
Determine the changes which need to be made to the draft
Revise the draft documents/materials as required/agreed
Circulate the revised draft in accordance with the Distribution List for comment
(Continued)
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Develop the content
Meet with all those of the Distribution List to discuss their suggestions, input and feedback
Determine the changes which need to be made to the draft
Revise the draft documents/materials as required/agreed
Circulate the revised draft in accordance with the Distribution List for comment
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Generate timetable to guide delivery of host community awareness programs
Important context: Scheduling and delivery times
MUST reflect the needs and preferences of the audiences
Attention MUST be paid to the local calendar and conditions when creating the delivery timetable
Different target audiences will need to be scheduled for delivery at different times
Changes may need to be made throughout delivery schedule on the basis of feedback received
(Continued)
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Generate timetable to guide delivery of host community awareness programs
The one delivery may need to be made many times at different locations
Always a need to remain flexible
Nearly always a need for ‘extra’ sessions
Ensure operational issues can be accommodated
Follow ‘Communications Plan’ (if one has been prepared)
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Generate timetable to guide delivery of host community awareness programs
Scheduling advice: Ensure regular
communications Time-table releases of
information Determine existing local
opportunities and events – to avoid or leverage
(Continued)
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Generate timetable to guide delivery of host community awareness programs
Negotiate opportunities for delivery with targeted organisations and audiences
Involve joint-venture partners Promote the sessions
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Secure resources to enable delivery of programs
Resource classifications may be seen as: Information Physical resources Human resources Financial resources
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Secure resources to enable delivery of programs
Information – this means all those involved in presenting aspects of the program must Be aware of all the facts Know relevant statistics Understand pertinent times
and dates(Continued)
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Secure resources to enable delivery of programs
Know all relevant names of people and places
Appreciation connections and relations
Recognise advantages and disadvantages, features and benefits
Understand rationale for the program
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Secure resources to enable delivery of programs
Physical resources can include/relate to: Travel to and from locations Transportation for materials
and equipment Training and delivery
equipment Venues Handout materials Access to required
infrastructure
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Secure resources to enable delivery of programs
Human resources – attention need to ensure the ‘right’ people meaning they: Are credible in the eyes of the
projected audiences Have excellent communication
skills Have brilliant interpersonal
skills Have excellent supplementary
skills(Continued)
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Secure resources to enable delivery of programs
They are knowledgeable They present well They are passionate about the
initiative and engaging There are ‘sufficient’ of them They have relevant experience
and presentation expertise They are of the ‘right’ gender,
age, race, religion or culture
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Secure resources to enable delivery of programs
Financial resources = funding Funding underpins all other
resources in that it: Pays for travel and transport Enables staff to be
employed for the project Provides means of paying
for advertising and promotion
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Secure resources to enable delivery of programs
Funding may be available: In ‘cash’ or ‘kind’ From the proponent From the government – grants,
subsidies, allowances From stakeholders From the host community
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Summary – Element 2
When preparing for delivery of a host community awareness program: Take time to plan Generate goals and objectives
based on previous consultation and research
Develop target audiences for delivery of host community awareness programs
(Continued)
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Summary – Element 2
Realise different audiences may have different preferences for receiving information/engaging with the program
Schedule a variety of delivery times and options
Create program format to reflect identified preferences of target groups
Develop and disseminate a plan to disseminate information
(Continued)
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Summary – Element 2
Consider creating a Communications Plan
Create and record clear, accurate, comprehensive and informative content
Obtain necessary approvals and authorisations
Obtain information, physical, human and financial resources to enable and support the proposal
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Element 3 – Present and monitor a host community awareness program
Performance Criteria for this Element are: Prepare materials for
distribution Release information to the
media Make personal appearances to
deliver information(Continued)
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Element 3 – Present and monitor a host community awareness program
Respond to questions arising and issues raised by the local community
Undertake ongoing research of the local community and the impacts of tourism
Record and investigate the effects and impacts of tourism on the local community
Revise and adjust existing programs on the basis of new information
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Prepare materials for distribution
Materials to be prepared should be: Decided by proponent
stakeholders Developed after content has
been created Targeted to identified
audiences Generated for all audiences
who have been promised materials
Written/prepared in relevant languages
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Prepare materials for distribution
Materials may be produced internally or externally: It is important for final quality
of materials to be high Internal (‘in-house’) production
should be avoided unless: Quality products can be
produced All types of required
materials can be produced Internal production means
greater control over the production process
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Prepare materials for distribution
External business can: Provide layout, print size and
style, formatting and use of white space, colour, graphics and photos
Printing hard copy materials Creating professional
PowerPoint presentations Developing an online and social
media presence Staying ‘on message’ Gaining necessary access to
places, people and organisations
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Prepare materials for distribution
A ‘Distribution List’ may be used to assist with distribution of materials – it indicates: Who is to receive what Quantities required/to be sent Sequencing and timing Method/s of distribution
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Prepare materials for distribution
Materials which may be required: Media releases Fact sheets Web-based materials Supporting materials Competitions Brochures and leaflets Samples
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Prepare materials for distribution
Media releases will commonly: Explain the initiative Provide details and facts of the
proposal Include photographs and
interviews Seek to positively influence
readers Include a contact person
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Prepare materials for distribution
Fact Sheets must: Be clear and succinct – one
page maximum Present information in sections
using headings to separate content
Feature relevant facts and figures
Answer anticipated questions and issues
Provide a contact for further information
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Prepare materials for distribution
Web-based materials may feature: Home Page Contact Us facility and FAQ
page Video Registration facilities Competitions Time-tables Plans Links
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Prepare materials for distribution
Supporting materials may include: Banners and signage T-shirts, caps, pens and rulers Corporate gifts
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Prepare materials for distribution
Competitions may require: Promotional material Commitment regarding prizes Application forms and
protocols Linkages to other
materials/information sources Advertising results and
winners
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Prepare materials for distribution
Competitions may take the form of: Written responses/essays Photographic competitions Activity-specific competitions Naming competition
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Prepare materials for distribution
Brochures and leaflets can be used: For letter box drops As handouts For provision of basic details To support formal
talks/presentations For distribution to secondary
resource sites
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Prepare materials for distribution
‘Samples’ can include: Examples of materials Copies of tour-related
documents Items produced by local
communities for sale to tourists/visitors
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Release information to the media
A Media Plan may be used – it contains: Names/details of media
organisations to be used Names of key personnel in
each organisation How and when each
organisation is to be used Predicted costs Requirements of each
organisation
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Release information to the media
Timing of release of information: Needs to precede certain
activities/arrangements Should not clash with other
local events Needs to follow certain
activities/arrangements
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Release information to the media
‘Exclusive’ material: Means it will stand a better
chance of being used by a media outlet
Cannot be given to other media
Material/promotion regarding a host community awareness program is usually NOT ‘exclusive’
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Release information to the media
Incentives may also be offered/provided to the media: Travel, accommodation and
meals Gifts and merchandise Expenses allowances Access to people and places Photo, filming and interview
opportunities
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Release information to the media
Media releases m- in addition to the previous information they may: Provide photographs Include filmed footage Involve recorded interviews
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Release information to the media
PR = Public Relations – may relate to: Creating/maintaining positive
relationship with the community Talking with relevant
stakeholders Engaging with the local
community Being available for interviews
and photographs Providing information, facts and
details to audiences and the media
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Release information to the media
Media kits are used: To announce a meeting or initiative As support material for handout at a
media event, interview or photo opportunity
To provide the media with information about a particular issue of interest or concern to the media
In order to redress negative media sentiment towards a project by putting forward positive news
To communicate in general with all the public audiences of a program/initiative
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Release information to the media
Media kits may be: Tailor made to suit the needs
of different media types Comprised of other ‘standard’
materials generically produced for use in the promotion of the program
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Release information to the media
‘Media events’ are designed to attract media attention : Appearances by stars and
celebrities Music events and bands An official opening A big meal Speeches Demonstrations and tours Press conferences and
interviews
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Release information to the media
Media events are sometimes used to: Generate media interest Launch a program Engage with the media Inform the public
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Release information to the media
Interviews may be: Live Pre-recorded Conducted with print or
electronic media Accompanied by film or photo
opportunity
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Release information to the media
In relation to interviews: The proposer may set the
parameters Media may submit questions
they want answered Media may ‘demand’ certain
issues are addressed Media may insist they obtain
photos/access/interviews
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Release information to the media
Photo opportunities may relate to still photos or filming and are commonly associated with: Interviews Launches Achievements Arrival/attendance of a VIP Celebration
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Release information to the media
In regard to photo opportunities attention should be paid to: Providing media who attend
with relevant information to support their photos/filming
Controlling the shoot Creating and maintaining
positive relationship with the media
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Make personal appearances to deliver information
Need for/reasons to use personal presentations – they: Give a ‘face’ to the proposal Show the human element of the
program Give the public a person to talk to Demonstrate interest in/commitment
to the program Allows information to be
disseminated Enables issues to be addressed Provides an opportunity to ‘connect’
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Make personal appearances to deliver information
Need for ‘multiple persons’ to be available to make personal appearances: Demonstrates importance of
the program Enables a united front to be
presented Allows multiple meetings to
occur at the same time Provides substitute speakers if
needed Allows a range of ‘subject
experts’
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Make personal appearances to deliver information
People making personal appearances must: Have full/total knowledge of the
program Be a key stakeholder in the proposal Be capable of speaking on behalf of
the proponent Have authority to make promises Be presentable and look ‘appropriate’ Have excellent communication and
interpersonal skills Be personable(Continued)
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Make personal appearances to deliver information
Have a reputation and background free from blemishes
Be available when required Be able to speak the language
and understand the culture of the community
Have media experience Have credibility in the eyes of
the people they will be engaging with
Be tolerant
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Make personal appearances to deliver information
Tips on making personal appearances: Make sure the total program is
fully understood Trial the personal appearances Learn the appearance
calendar(Continued)
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Make personal appearances to deliver information
Arrive at the venue early Prepare to present Engage the audience Follow-up
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Respond to questions arising and issues raised by the local community
It is always possible those who ask questions and/or raise issues about a host community awareness program: Have a valid point to make Know something which is
important to the program but has not yet been identified
Can contribute something which will enhance the program
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Respond to questions arising and issues raised by the local community
Everyone with a question or issue must: Be listened to Have their questions/issues
acknowledged Have their input analysed Receive a suitable response
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Respond to questions arising and issues raised by the local community
It is legitimate to: Explain negative impact
changes to the program might have
Negotiate – rather than impose or ignore
Develop acceptable Issue Resolution procedures
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Respond to questions arising and issues raised by the local community
Keys in responding to questions and issues: Thanking people Being sincere and honest Addressing EVERY issue and
question(Continued)
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Respond to questions arising and issues raised by the local community
Pre-preparing responses to questions/concerns identified as being possibly raised
Practicing responses to nominated questions and concerns
Making public statements as opposed to making promises ‘behind closed doors’
(Continued)
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Respond to questions arising and issues raised by the local community
Providing extra detail where necessary
Admitting and acknowledging valid/legitimate circumstances and issues
Taking appropriate action in response
(Continued)
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Respond to questions arising and issues raised by the local community
Supporting public statements made
Re-presenting plans and the project
Considering development of a Reference Group comprised of those who have issues/concerns
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Undertake ongoing research of local community and the impacts of tourism
Exact need for monitoring will depend on: The individual host community
awareness program which has been implemented
The contents of the Monitoring Program
The people The areas
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Undertake ongoing research of local community and the impacts of tourism
Generic need to monitor implementation will relate to: Keeping promises made Gathering data Involving the local community Keeping the public aware of
what is happening
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Undertake ongoing research of local community and the impacts of tourism
A Monitoring Program may be used: Step 1: Planning and organising Step 2: Scoping key issues Step 3: Developing indicators Step 4: Collecting data Step 5: Evaluating results Step 6: Planning the response Step 7: Communicating results Step 8: Reviewing and adaptinghttp://www.snvworld.org/files/publications/a_toolkit_for_monitoring_and_managing_community-based_tourism.pdf
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Undertake ongoing research of local community and the impacts of tourism
Monitoring should embrace Quantitative and Qualitative aspects and may include: Collecting information on
identified indicators Observing people and
activities Taking photos and other
recordings Talking to those involved
(Continued)
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Undertake ongoing research of local community and the impacts of tourism
Recording statistical data and subjective information on pro forma sheets
Encouraging local input and contributions
Producing and distributing feedback forms
Holding feedback sessions
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Record and investigate effects and impacts of tourism on local community
Essential consideration when recording information: Noting names/contact details
of those who provide data Keeping a list data type
provided by researchers Ensuring suitable security Establishing acceptable data
management practices Entering data promptly
(Continued)
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Record and investigate effects and impacts of tourism on local community
Entering accurately Ensuring all data/information
captured is recorded Checking data is valid Following up ambiguous raw
information Converting raw data into
agreed descriptors Maintaining the confidentiality
of the data
(Continued)
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Record and investigate effects and impacts of tourism on local community
Retaining original paper-based documents
Determining if sufficient information has been captured
Taking action to obtain additional information
Recording other relevant issues which emerge
Initiating new topics/indicators for research data which is collected
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Record and investigate effects and impacts of tourism on local community
Activities involved in investigating data might include: Manipulating the data Gathering extra information Speaking to researchers Undertaking re-visitations(Continued)
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Record and investigate effects and impacts of tourism on local community
Being alert to the potential for conflicts of interest
Using nominated data analysis tools
Subjecting data to required levels of analysis
Implementing nominated software programs for data analysis
Producing valid and reliable results
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Record and investigate effects and impacts of tourism on local community
Communication of findings may occur: With the general public using
media releases and posts With the local community using
meetings, talks and presentations
With stakeholders using meetings, emails and phone calls
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Record and investigate effects and impacts of tourism on local community
When communicating it is important to: Be totally honest Refer to supporting material/s Explain outcomes and results Use graphics to illustrate
results(Continued)
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Record and investigate effects and impacts of tourism on local community
Ensure principals have seen what is released
Use identified/agreed channels of communication
Communicate in a timely manner
Release findings to stakeholders first
Be available to respond
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Revise and adjust existing programs on the basis of new information
It is important to revise and adjust programs to: Factor in new and emerging
information and input Maintain credibility with the
local community Keep promises made(Continued)
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Revise and adjust existing programs on the basis of new information
Abide by requirements of various Codes and legislation
Exploit positive results Minimise adverse impacts Demonstrate responsible
project management Prove ongoing engagement
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Revise and adjust existing programs on the basis of new information
In relation to research findings: Basic options are:
Do something Do nothing
Exactly what is done will depend on: Whether outcome is
‘positive’ or ‘negative’ Issues emerging
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Revise and adjust existing programs on the basis of new information
Responding to positive outcomes may involve: Reviewing and revising plans Endorsing existing plans Producing revised
targets/outcomes Continuing support(Continued)
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Revise and adjust existing programs on the basis of new information
Transferring lessons learned Promoting the success Congratulating people Developing associated
programs Re-visiting compensation
paid/given
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Revise and adjust existing programs on the basis of new information
Responding to negative outcomes may involve: Holding a formal enquiry into
the outcomes Conducting additional or
different research Undertaking different data
analysis techniques Reviewing and revising plans Providing more training to
participants(Continued)
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Revise and adjust existing programs on the basis of new information
Conducting more or different advertising
Apologising and explaining the outcomes
Accepting the outcomes and being satisfied with the less-than-expected results
Withdrawing from the program
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Summary – Element 3
When presenting and monitoring a host community awareness program: Implement the program as
planned, agreed and promised Prepare and distribute
advertising/promotional materials to support the initiative
Use a Distribution List to ensure all necessary audiences/people receive information
Prepare media releases
(Continued)
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Summary – Element 3
Develop and make available Fact Sheets
Utilise web-based and social media formats
Generate and use support materials
Consider the use of competitions and actual ‘samples’
(Continued)
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Summary – Element 3
Actively involve the media via media releases, media kits, interviews and photo opportunities
Develop a Media Plan to guide and control media interactions
Generate positive PR for the program
Make a variety of personal appearances to deliver information about the program
(Continued)
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Summary – Element 3
Ensure presenters have necessary skills and experience
Use Guest Speakers and hard-copy handouts to supplement personal appearances
Address questions and issues raised
Monitor and research implementation
(Continued)
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Summary – Element 3
Record and analyse research data
Formulate results/outcomes/findings/conclusions based on actual data
Communicate program outcomes to all audiences
Use project results to determine further decisions to be made about the program
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