The Q Club Tragedy
with mass violence or hate crimes. That gap has since been addressed. The updated plan now includes scenarios related to violent crime and community trauma—an important addition that is recommended for all DMOs. Key Takeaways and Lessons Learned The Club Q tragedy presented Visit Colorado Springs with one of the most difficult challenges a destination organization can face. Several key insights emerged from the response: • Timely action requires emotional compartmentalization: Even when personally affected, communications teams must respond quickly and professionally to guide others. • Limit public discourse when necessary: On social platforms, disabling or limiting comments is often the best way to prevent misinformation and further harm. • Crisis plans must cover the unimaginable: Mass violence and hate crimes, unfortunately, need to be considered in every destination’s emergency strategy.
• Leading by example matters: In moments of collective grief and confusion, clear, compassionate public statements help others find their voice. FINAL THOUGHTS While no organization is ever fully prepared for a tragedy of this magnitude, the response from Visit Colorado Springs offers a clear example of how DMOs can rise to the occasion to support their communities, preserve public trust and honor their responsibility to both visitors and residents. Communicating with empathy, focus and transparency can help shape healing and resilience in the face of immense tragedy. For more information, contact: Alexea Veneracion, Director of Communications, Visit Colorado Springs
Destinations International CRISIS COMMUNICATIONS HANDBOOK
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