How a CVB Should Use Social Media After a Negative Incident

1. Be Timely, Transparent & Reassuring

• Acknowledge the incident early — don’t let the media or others control the story.

• Share factual updates (e.g., “This was an isolated event. No hotels or visitor areas were affected.”)

• Show leadership presence — post a brief video message from your CEO or a trusted community leader.

2. Flood the Feed with Positive, Real-Time Content

• Use Instagram Stories, LinkedIn, and Facebook to show:

  • Visitors safely enjoying restaurants, hotels, events

  • Locals welcoming guests

  • Live shots of downtown operating as normal

• Use hashtags like #StillOpen, #YourCityNameNow, or #ExperienceSafely

3. Engage, Don’t Just Broadcast

• Respond to comments and DMs with calm, informative replies.

• Share and repost content from local partners, influencers, and happy visitors.

• Run a Q&A or Live session with your team or city leaders to answer concerns.