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recently, i have come across many security-related incidents while browsing douyin.

at a scenic spot in northwest china, camels were in heat and a woman accidentally fell to the ground, fracturing her thoracic vertebrae. the tourist finally asked the scenic spot for compensation, but the scenic spot was unwilling to do so and suggested that the woman sue the camel owner. there was no follow-up news, but based on professional experience, the matter was most likely settled privately.

during a rafting trip in the southwest, due to the rapid water and high waves, a large number of tourists were overturned by the big waves. in the end, there were several accidents. some of them were limping or found other people's children in the water. some netizens posted a joke, saying that there were five people in a boat, and after rafting, there were still five people, but they didn't know each other...

at a certain amusement park, a first-grade girl rode a roller coaster and became paralyzed in all four limbs. the reason was that she was sitting in the first row and did not expect the roller coaster to go backwards. at last, because the speed was too fast, her head hit the back seat, which eventually caused cervical spinal cord injury and constituted a first-degree disability.

the cable car in a famous scenic spot had a malfunction during operation and stopped in mid-air. finally, people queuing down below had waited too long and a fight broke out. the tourists trapped in the cable car on the mountain started crying. it was a complete mess.

a woman was riding a cable car in a scenic spot and found that the "safety bar" was fully manual and could be fully lifted up. it was equivalent to being dozens of meters in the air without any safety protection measures. it gave me goose bumps.

a high-altitude glass rafting trip in a certain scenic spot capsized during the process. the boat was moving and the tourists were running after it. as a tourism practitioner who deals with the secondary elimination projects in scenic spots every day, i feel very uncomfortable.

there are many such things, especially during the summer vacation. recently, not only have my colleagues asked me how to deal with the follow-up, but some university classmates have also consulted me on how to avoid these accidents when traveling. here i would like to share my personal views from a different perspective.

from the perspective of safety management, except for the cable car stopping in mid-air, which may have been due to uncertain factors such as circuits and thunder, the other incidents were entirely due to the scenic spot's negligence in safety management.

decepticon roller coaster in beijing universal studios image source: china central radio and television station china voice

generally, the projects that tourists can experience are divided into non-powered facilities and equipment and powered facilities and equipment. rafting, slides, zip lines, via ferrata, etc., which do not require electricity to maintain operation, are called non-powered equipment. then the equipment that needs electricity to operate is powered equipment, such as aerial cable cars, ferris wheels, roller coasters, cruise ships, elevators, etc.during the construction and operation process, non-powered equipment relies on industry standards or enterprise standards, while powered equipment is basically special equipment and has national standards.

from a management perspective, the maintenance of non-powered equipment relies more on "empiricism", such as how much water should be in the rafting process to ensure the safety of tourists; what the slope of the slide is and in what kind of weather it can slide down at a constant speed.there are strict national standards for the construction and operation of special equipment. the technical supervision department will regularly inspect the facilities and equipment and operate them after issuing certificates.

therefore, i personally look at non-powered equipment subjectively. as a colleague, i almost never experience it. if i have to give suggestions, it is not recommended to ride in small and medium-sized scenic spots with obvious off-seasons and peak seasons. the operation is relatively unstable and there is a high probability that the management is not in place. it is not recommended to ride in small and medium-sized scenic spots with particularly long queues. the staff are in a hurry to check tickets and collect money. this feeling makes people feel very insecure. it is not recommended to ride in facilities and equipment that are obviously old. it is not recommended to ride in places with very few staff.

in short, it is not recommended to ride anything that reflects inadequate management. if you really want to play, you should go to the top scenic spots, which have experienced hundreds or thousands of tourists and are more standardized in management.

for the experience projects of special equipment, i feel that i can experience them openly. if i want excitement, i can go to parks with relatively high brand awareness, such as disney, fantawild, and sunac. i am a coward. i am in this circle every day and i am exposed to too much accident information. i refuse all experience projects. if my child wants to play, i would rather take her to a theme park than play with the miniature human slingshots and small roller coasters on the square.

from the perspective of safety management, as long as an accident occurs in a scenic area, no matter what the cause is, whether it is contracted by villagers or other operators, the scenic area should directly handle it or coordinate the handling. therefore, in the case of the female tourist falling off the camel, whether it was due to her own carelessness, the camel being in heat, or the villagers contracting the area, the scenic area should not shirk its responsibility.

security management is equivalent to the first layer of an onion. after peeling it off, there is a second layer, which is online public opinion.

luanchuan grand canyon rafting project source: henan department of culture and tourism

whenever there is a safety accident, especially one occurring in a scenic spot, there will inevitably be tourists who will post the incident online. when the nature of the incident is particularly serious, or when a large number of people post it, it will trigger the platform's "traffic accelerator" and spread rapidly. at this time, the local government departments will be unable to sit still.

in the early stages of the development of a scenic spot, a newborn calf is not afraid of a tiger. all kinds of weird marketing, as long as it can attract attention, even if they have no bottom line or even touch the edge, can bring some traffic and tourists to the scenic spot. although some people will question the hype, they are afraid that no one will pay attention. when the scenic spot is not well-known, the public is more tolerant.

after a scenic spot has developed to a certain extent and its brand awareness has risen, and the focus of its work has shifted from "marketing" to "management", the wisdom of management will be truly tested.

under normal circumstances, the spread of negative news is about 10 times that of positive news, which means that any safety accident in a scenic spot may offset three to six months of positive marketing. if not handled properly, it may even consume three to five years of development achievements of the scenic spot.

therefore, peerin communicating with leading scenic spots, i found that what they are most concerned about is brand management, and what can be done to enhance the brand of the scenic spot, whether it is service or business model.when communicating with small and medium-sized scenic spots, the most important issue is marketing, whether it is through creating products or some effective hype to increase the number of tourists to the scenic spots.

why do small and medium-sized scenic spots often pay little attention to management? it is because the number of saturated reception is too small, or evenwe have never had saturated reception at all, and the negative effects brought about by tourists' complaints and online criticisms are not severe enough, and the losses we have suffered are too small.

in mid-august, i received calls from several veterans in the tourism industry with more than 20 years of experience, asking for advice on how to deal with online public opinion. because a safety accident occurred in the scenic spot, they were already busy and were besieged by tourists' families for several days. because the negotiation process was not smooth, they posted the incident on douyin, and the number of likes reached tens of thousands in a few hours. on the one hand, the leaders demanded a quick solution, and on the other hand, the tourists demanded almost sky-high compensation, which completely overwhelmed them.

fuxi mountain glass plank road in xinmi, henan

my suggestion at the time was to ask the family of the tourist to send a representative to negotiate, unconditionally pay a certain fee to show their sincerity in the negotiation, and ask for the video to be deleted and compensation to be paid according to reasonable standards. the scenic spot would give more out of humanitarianism. if the video is posted online again, then legal procedures will be taken, with the insurance company as the guarantee. in the end, we returned to the correct negotiation track, and the incident was left unresolved.

for small-scale individual incidents, online public opinion can be simply deleted. however, when encountering mass incidents, it is difficult to solve the problem by simply deleting posts, so you need to learn how to deal with the media.this is the third layer of the onion. i would like to propose several methodologies:

01

any incident that can affect the brand awareness of the scenic spot should be handled proactively

right or wrong is not important, interests are the most important.a common thing is that at tourist destinations, many indigenous people are seen hawking products outside scenic areas. hotels and homestays raise their prices, or they spread false information about the scenic areas in order to attract customers. these information seem to have no direct relationship with the scenic areas themselves, but in fact the impact is very large. the 38 yuan prawns back then directly ruined the reputation of “hospitality shandong”.

the scenic spots should take the initiative in dealing with what they see, hear and encounter, and seek help from the local authorities if they cannot manage directly. too many tourism companies that have tried to get to the top scenic spots have been dragged down by vicious incidents outside the scenic spot system at the last minute, and ultimately failed to break through the bottleneck, which is a pity.

tourists' disco project was hung in the air. source: xin kuai bao

02

any information that is not conducive to the scenic spot begins to spread and must be dealt with in a timely manner

timely processing is divided into two aspects: one is the handling of the incident itself, and the other is the positive voice of the network.

there should be a philosophical thought here. we cannot just delete online opinions. a scenic spot found bad information through the local internet information office and deleted it through government means. although it solved the current urgent problem, the existing problem was not fundamentally solved and new problems will arise in the future. it is not recommended to do so, as it will cause endless troubles.

based on the things themselves, solve the main contradictions and core contradictions. in fact, after the problem is solved, no matter how long it takes, there will naturally be positive voices that will cover up the unfavorable information.

magic carpet project at detian cross-border waterfall in guangxi source: detian cross-border waterfall scenic area

03

properly handle some illegal and blackmailing behaviors

let go of the desire to help others and respect their fate.

a few years ago, i encountered a very interesting thing. at a small scenic spot in northeast china, a fan left me a message. he encountered a tourist claim problem and didn’t know how to deal with it. the gist was that a tourist fell down in the scenic spot. after a check, no problems were found. the tourist kept saying that he felt dizzy. after research, the scenic spot gave 3,000 yuan and refunded the ticket-related expenses, and the tourist returned.

unexpectedly, half a year later, i received a lawyer's letter from the same tourist, demanding 100,000 yuan in compensation, including mental damages after the fall. the scenic spot representative contacted the tourist, but he didn't answer the phone. the representative went to the tourist's city to communicate, but was turned away. he was forced to respond to the lawsuit. in the end, the tourist lost the case and demanded the return of the inappropriate "compensation" of 2,700 yuan.

shenzhen happy valley roller coaster project source: shenzhen happy valley official website

of course, there are also some unscrupulous media that stage photos to discredit scenic spots, etc. the subsequent content is not suitable for public release.for scenic spots, proper handling means the word "properly" really represents the profoundness of chinese characters.dear readers, please experience it for yourself.

to sum up, the occurrence of various accidents has sounded the alarm for the safety management of scenic spots. especially during the peak tourist season, tourists should be received in an orderly manner, as order is the greatest guarantee for safety.as for the responsibility for the accident, it should be based on interests. the scenic spot has the obligation to take the initiative to deal with any behavior that may damage the brand awareness of the scenic spot.children talk about right and wrong, while adults talk about interests.