Editorial Board   

Ms. Fedele

Sara Fedele

Marketing Communications Manager , USI Università Della Svizzera Italiana

Sara Fedele is Marketing Communications Manager of the executive education programs in communication management at USI Università della Svizzera Italiana in Lugano. In 2011 Ms. Fedele has been PR & Communication Manager at the Global Alliance for PR and Communication Management, the umbrella organization of the national PR associations around the globe, which is headquartered in Lugano, Switzerland. As part of her cooperation with Professor Sandro Formica (Florida International University), Ms. Fedele has been coordinator of working groups during Strategic Think Tanks for Tourism Executives, following the Co-Alignment Principle Method by Olsen, West and Tse (2008). She has moderated Think Tank activities both in Switzerland and Italy. After completing her studies, Ms. Fedele worked as a research and project assistant at webatelier.net, a research laboratory of the Università della Svizzera italiana, focused on ICT and New Media for Tourism Communication. Here she was involved in different projects in the fields of Web Tourism Reputation, Web Communication and Destination Marketing, collaborating with the Republic of Malta and the Ticino Region Tourism Boards. Ms. Fedele graduated with a Master in Economics and Communication, (majoring in International Tourism) in 2010. Her thesis dealt with new tourism web marketing strategies through the application of Argumentation Theory in the Web 2.0 domain.

Ms. Fedele can be contacted at sara.fedele@usi.ch

Coming up in February 2020...

Social Media: Social Listening Tools

The reach and influence of social media is staggering. Nearly 3 billion people use social media daily, posting a range of messages, selfies, images, and everything in-between. According to HubSpot, almost 4 million posts are uploaded to the major social networks every single minute! That's an astounding amount of content and it is crucial for hotels to skillfully use social media in order to effectively compete. From establishing a suitable brand identity and voice to creating content across all the major networks (Facebook, Twitter, Instagram, Pinterest, etc.), the goal is to actively engage consumers and to eventually convert them to customers. Some hotels are initiating online contests as a way to attract new customers, while others are rewarding customers with discounts who subscribe to the their email lists or follow their social media pages. Another recent strategy is to employ social media listening tools that track what people are posting online about their businesses. These tools allow hotels to monitor - or listen to - what's being said about a brand across the entire social web, and this can prove to be very valuable, unfiltered information. Social listening permits hotels to be aware of people's opinions about their business, industry or competitors, and some of these tools even listen beyond social media platforms. They also monitor publicly available information on blogs, forums, news outlets and websites. Some listening tools are more focused on gathering and analyzing data, while others offer more engagement-oriented features, which allow hotels to interact with people right from the platform. Often the information that is gleaned from these listening tools ends up being the most authentic, unbiased insights a business can get. The February Hotel Business Review will document what some hotels are doing to successfully integrate social media strategies into their operations.