The Freedom Convoy
the seriousness of the circumstances. An external communications consultant was also brought in to help the Rapid Response Team navigate its initial actions and ensure the response was appropriate and effective. Once it became clear that the situation had evolved from a regular protest to an occupation, with no clear end in sight, Ottawa Tourism issued public statement on its website acknowledging the disruption and reinforcing Ottawa Tourism’s commitment to community well-being and safety, and this statement was updated as appropriate throughout the duration of the Freedom Convoy. Managing Online Discourse Given the polarizing nature of the situation, as the Freedom Convoy progressed, Ottawa Tourism faced a surge of negative and inappropriate online feedback, including misinformation and hostile commentary. In response, Ottawa Tourism developed and implemented a social media moderation policy within days. This policy aimed to protect staff and community members from harmful content, while maintaining transparency and civility in public-facing channels. REGULAR CHECK-INS WERE CONDUCTED TO SUPPORT EMPLOYEES BOTH EMOTIONALLY AND LOGISTICALLY, ACKNOWLEDGING THE PERSONAL TOLL THE CRISIS WAS TAKING.
Prioritizing Staff Safety and Well-being Recognizing that many staff members lived and worked in areas directly affected by the protests, Ottawa Tourism swiftly transitioned to remote work. Regular check-ins were conducted to support employees both emotionally and logistically, acknowledging the personal toll the crisis was taking. Staff were encouraged to prioritize their safety and mental health, with leadership offering flexibility and resources to navigate the disruption.
Destinations International CRISIS COMMUNICATIONS HANDBOOK
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