Communications and The Passenger Experience

1. Communications and The Passenger Experience

2. Unwelcomed Headlines The image of the cruiseindustry is adversely impacted during outbreaks. The public's perception and trust of the cruise industry is adversely affected as a result of each outbreak. Whether it occurs on a specific cruise line or specific cruise ships, whether on that cruise ship or not, the general public has a tendency to have less trust in the industry once there is an outbreak.

3. Reasons For Investigating Illnesses Are Twofold • Eliminate exposure to the sources of illness. • Stop the spread of the illness. • Prevent an outbreak • Develop strategies for control. • Evaluate existing control strategies. • Address public concern about the outbreak. • Train crew. • Learn more about existing diseases. • Identify new diseases. Primary reasons Secondary reasons

4. Communications to passengers about onboard illness are critically important. Some basic principles that should be followed when communicating include: • assign one person to handle communications; • be proactive rather than reactive (as much as possible, anticipate what the passengers/the public need to know and prepare appropriate messages in advance including a Q & A sheet); • prepare daily passenger/media bulletins in collaboration with health authorities and Seabourn media communication services; • once the word is out, management should be accessible and approachable to the media and respect their deadlines; • be honest (especially with bad news; “take the high road” rather than trying to cover up); • be knowledgeable, but not afraid to say, “I don’t know” when that is the appropriate answer; • be calming (especially in the midst of potential hysteria over a foodborne illness outbreak). The Seabourn Public Health Goals for A Positive Passenger Experience How much do you communicate?

5. Communications and The Passenger The Seabourn Goals for Positive Communication Attitudes are: • help passengers understand the limits to what is occurring • agree that passenger health and safety is the priority • help crew improve performance • The purpose is not to… • make passengers feel clueless • manage passengers’ rights to know • put people down • win a battle

6. Communications and The Passenger The Seabourn Standards for Positive Communications are: • Do it: • quickly (but think first!) • face to face • in private • Agree to facts • think first, then check • Ask and listen and reply • enquire about nature of questions • explain why it matters • agree on a corrective action • end on a compliment