Tourism: A Social Media Butterfly?

As promised, here's the Applecore article that ran in the June 2009 issue of the St. John’s Board of Trade Business News Magazine. The theme of the month was Tourism, and since that's a subject which we know well, we just had to weigh in!

Tourism: A Social Media Butterfly?

Social media – it’s a phrase that people are beginning to recognize! In fact, many people use social media every day, though they may not call it that. Social media is an umbrella term for all the technologies that allow social interaction online. In other words, it’s Facebook, Twitter, YouTube and blogs, and it may just be the best way to talk to consumers.

Social media has been an area of marketing many businesses have been more reluctant to adopt, for lots of reasons: they worry about losing control, about getting caught up, about taking on too much too fast. But it’s getting easier and more essential than ever to get involved. Otherwise, as consumers demand that companies engage in more direct interaction, we risk being left behind. A new business model is developing that gives more power to the consumer.

But it’s nothing to be afraid of! For industries like Tourism, which is not only the world’s largest industry but also a top online sector, learning how to have these conversations with travellers is crucial. The statistics are compelling: 3,000,000 messages are sent over Twitter every day, Facebook is used in over 170 countries, blogs have 346,000,000 daily readers and YouTube boasts over 100,000,000 videos. In most cases, start-up costs are minimal. With all this potential for consumer/company interaction, social media is becoming the natural, low cost platform for marketing a destination in a way that is honest, informative and transparent.

NewfoundlandLabrador.com is a great example of a tourism destination using social media. The province’s online tourism destination marketing has grown to include social media distribution channels like a YouTube channel, a Facebook page with almost 5,000 fans, a custom Twitter account, Travel Blog, a Virtual Scrapbook that features user-uploaded photos and comments/ratings.

Think of how far a good review can go when it comes to social media and trip planning! Online features like user reviews, peer to peer communication and fan comments hold a powerful influence over the average traveller. For example, a Jupiter Research study says 58% of potential travellers trust content from users, like consumer ratings or traveller reviews, for trip planning. The same study also said 36% named this user content as an influence in the final decision-making process, ahead of factors like brand awareness (21%) or even a friend’s recommendation (14%).

Beware of the “island effect”—or, letting social media platforms stand on their own with no interaction. Using social media right means connecting each channel – embedding your uploaded YouTube videos into your Facebook page, posting links to your blog on Twitter, redirecting from YouTube to your website. Each bridge you build between your “islands” makes it easier for the user to experience all your business has to offer.

So dive in—just take your social media in steps. You don’t have to master every platform at once. When it comes to social media, getting started is the hard part— riding the learning curve is fun and exciting. Remember--social media is a powerful marketing engine, but one that needs regular fuel and a willingness to learn.

Originally published in the St. John's Board of Trade's Business News Magazine, June 2009. All rights reserved.

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