Eight Covid-Era Social Media Practices That Are Here to Stay
What to Expect in 2021 and Beyond
By Florence Quinn President & Founder, Quinn PR | February 21, 2021
This article was co-authored by Cassandra Small, Senior Vice President, Quinn
March 11, 2020. Little did we know that this spring day would be the last time many of us would see the inside of our offices for the rest of the year and that it marked the start of the COVID-19 lockdown that would bring the travel industry to its knees. Little did we know how it would significantly change and impact our lives – both professionally and personally.
In a matter of weeks, hundreds, if not thousands, of hotel, resort and travel bookings were canceled. Hotels were shuttered. People's beloved travel experiences were put on hold. At first, we were in a state of disbelief. Then we went into our bunkers to make tough decisions, including some that adversely affected people's livelihoods. After that, hoteliers got back to the business of hospitality and connecting to travelers, including on social media.
Hotels wanted to know how to "be" in social media. How do we address COVID and safety? Should we pause? Should we go dark? Do we address people's new state-of-mind and concerns? The cry for help was loud and clear: What should we do??
What they did was pivot and change how they showed up in social media. They got real. They got funny. They got creative. And they got emotional. They let people into their hearts via social media. And when travelers could no longer come to them, they went to them, into their homes. They did such a phenomenal job that we will continue to practice out of choice what was started out of necessity.
"They let people into their hearts via social media. And when travelers could no longer come to them, they went to them, into their homes. They did such a phenomenal job that we will continue to practice out of choice what was started out of necessity."
Here's the 8 things hoteliers did in social media and the 8 takeaways that we will keep. They are the hard-earned lessons of COVID.