Crisis Communication on Social Networks during the COVID-19 Pandemic: The Case of the Croatian National Tourist Board

Turizam je izrazito podložan negativnim utjecajima te kao takav treba izrazito puno vremena i pažnje posvetiti razvoju komunikacijske strategije koja odgovara tom sektoru, a da je u skladu s trenutnim događajima i promjenama. Pandemija Covid-19 nedvojbeno je utjecala na sve gospodarske sektore i aspekte ljudskog života, pa tako i na turizam koji je doživio velik pad prometa na globalnoj razini, pa tako i u Hrvatskoj. Zato se u ovom razdoblju krizno komuniciranje pokazalo izrazito važnim radi pravovremenih i valjanih informacija. U ovom se radu proučava i istražuje komunikacija Hrvatske turističke zajednice na Facebooku i Instagramu od ožujka 2020. godine do ožujka 2021. godine kako bi se ustanovio način komuniciranja, ali i vrsta komunikacije koja se koristila na njihovim društvenim mrežama. Tourism is highly susceptible to negative impacts. As such, a lot of time and attention should be paid to the development of a communication strategy that suits the sector and is in line with current events and changes. The Covid-19 pandemic has undoubtedly affected all economic sectors and aspects of human life, including tourism, which has experienced a significant decline in traffic globally, including in Croatia. Therefore, in this period, crisis communication proved to be extremely important for timely and valid information. This paper studies and researches the communication of the Croatian National Tourist Board on Facebook and Instagram from March 2020 to March 2021 in order to establish the method of communication, but also the type of communication used on their social networks.