Managing Expectations and Reputation through Effective Communication

Recorded in May 2020 as part of our Road to Recovery Webinar Series, this session explores how the needs and expectations of travellers have changed following COVID-19, and looks at best practices in communications, communicating new policies, and aligning your messaging with legitimate sources.

Although created with the COVID-19 pandemic in mind, this webinar contains useful information on communicating effectively to your audience, particularly during a crisis. We recommend starting at 1:36 and skipping the recorded Q&A that begins at 36:40. To maximize your viewing experience, you are also encouraged to skip past the interactive polls beginning at 5:47 and 14:09.

You can find written responses to the Questions and Answers from the webinar here.