PROSPECTS OF USING STRATEGIC COMMUNICATION IN SUSTAINABLE TOURISM PROMOTION

Odil Radjabov^*Istamkhuja Olimovich DavronovMokhichekhra BoltaevaMuborak AshurovaLayli Navruz-zoda

• Bukhara State University, Bukhara, Uzbekistan

According to Booking.com surveys, 83% of travelers view sustainable travel as essential, with over two-thirds expecting more eco-friendly options from the Academic sources (2010-2024) were retrieved from Scopus, Web of Science, and Google Scholar using terms such as "sustainable tourism communication", "sustainability indicators" and "tourism communication phases." Inclusion criteria: peer-reviewed studies or institutional reports relevant to sustainable tourism communication; exclusion criteria: non-academic sources, unrelated studies, duplicates. Screening involved title/abstract checks and full-text review. Relevant publications were analysed thematically to explore the integration between communication tools and communication phases (before, during, and after travel) in the context of sustainable tourism principles.Phase 2 -Content Analysis: Six sustainability indicator systems where communication plays a significant role were purposively selected based on their global relevance, applicability to tourism destinations, and explicit inclusion of communication-related criteria: -World Tourism Organization (25) Indicators of Sustainable Development for Tourism Destinations: A Guidebook -Orientation-structure-Ergonomics-Content (OSEC) (6) -Index General Communication Efficiency (IGEC) (18) -Valencian Network of Smart destinations (SRDV) indicators (9) -Self-assessment of sustainability based on SDG for tourism targets (2) -The Global sustainable tourism council (2019) Destination Criteria version 2.0 for sustainable tourism destinations (GSTD) (7) Findings were synthesized to compare how each system integrates communication into sustainability assessment, highlighting overlaps, unique elements, and best practices.Communication tools, phases and principles for sustainable tourism promotion.From the side of government and stakeholders of the tourist destination, UNWTO (22) emphasized several effective communication channels and interpretation tools for promotion of sustainable tourism:• Tourist Information Centres (TICs): government-supported facilities that provide direct, face-to-face guidance to visitors.• Signage and interpretation panels: clearly designed and strategically located information aids.• Visitor Centres: combine interpretive resources with service functions.• Accommodation providers: serve as points for informing guests about local customs and resource conservation.• Tour guides: play a key role in delivering interpretive content. In Argentina, local guides effectively used social media to raise awareness of regional wildlife and ecological values.• Holiday company representatives: offer general orientation about destinations.• Local communities: through education initiatives (schools, universities, workshops), residents can become informed advocates for sustainable tourism and engage in community-based tourism initiatives.Spenceley and Rylance (17) offer practical guidelines for responsible tourism communication, recommending that stakeholders encourage visitors to follow sustainable practices at each stage of travel.Before the visit: Tourists are advised to use online platforms to check for sustainability certifications (e.g., accommodations, transport, dining), learn basic local phrases, and research local public transport options.During the visit: Visitors should support local businesses by purchasing ecofriendly souvenirs, follow resource-saving practices, diversify their spending across small enterprises, and respect local customs and community norms.After the visit: Tourists can contribute by sharing their experiences via social media or word of mouth, posting photos, offering reviews, and supporting local initiatives through donations or charitable contributions.When assessing tourism service providers, especially accommodations, Väisänen et al. (23). propose a four-dimensional sustainability framework as the focus on sustainability promotion in destinations:Environmental sustainability: Efficient energy use, pollution reduction, noise control, maintenance, sustainable materials, and accessible transportation.Social sustainability: Safety, healthy choices, use of local products, clear signage (7), services for diverse customer groups, local and youth employment, equality, and crowd control.Cultural sustainability: Promotion of local traditions, cultural relevance, food heritage, and involving locals as cultural ambassadors.Economic sustainability: Delivering value for money to consumers. Considering these principles and tools, it becomes essential to develop and apply robust indicators for managing and evaluating strategic communication in sustainable tourism (16). Strategic communication in case of development of cultural tourism, especially sites with rich heritage resources can be considered as an essential tool for promotion (18) and capacity building to awareness raising and heritage conservation. Teruel Serrano (19) defined strategic communication as the form where technology is utilized in order to accomplish sustainable tourism development by shared information access among authorities, stakeholders and residents, future through analyzing 120 cases regarding online communication means of protected areas (while they used communication strategically or spontaneously) she tried to create communication Efficiency questionary which potentially contributes development of General Index for communicative efficiency of Information and Communicational technologies (ICT) as main indicators for assessment.Countries like Costa Rica and Slovenia aligned with Global Sustainable Tourism Council and implemented its indicators. Regarding strategic communication they used branding, collaboration, education, digital storytelling and sustainability certification activities to promote indicators such as cultural preservation, supporting local economy, destination planning, carbon footprint, waste management, visitor satisfaction and local community perceptions. However, communication has a wide range of opportunities to promote all indicators (13).Since 1992, UNWTO (22) has progressively developed and refined indicators to support sustainable tourism, aiming to enhance decision-making, identify emerging challenges, evaluate impacts, monitor sustainability, and reduce risks. The organization proposed key criteria for selecting sustainability indicators, including relevance, feasibility, credibility, clarity, and comparability. Later, White et al. (24) expanded this list by adding attributes such as measurability, sensitivity, economic viability, acceptability, usability, reliability, participation, verifiability, replaceability, specificity, timeliness, transparency, and scientific grounding.Altamirano et al. (1) proposed the Communication 2.0 Index for evaluating official tourism websites, focusing on key performance indicators (KPIs) related to their technical and interactive features. These include:• Growth: measured by the increase in follower numbers.• Activity: based on the frequency of content publications.• Service level: assessed through analytic tools that evaluate user interactions.• Participation: reflected by metrics such as likes, reactions, comments, and shares.• Engagement: calculated as the percentage ratio of total interactions (likes, comments, posts) to the number of followers.Complementarily, Baggio et al. ( 3) introduced the Website Quality Index (WQI), classifying website characteristics into six broad categories-first impression, design, content, structure, interactivity, and technical performancealong with five functional groups: informational content, customer relationship features, interactive services, Web 2.0 capabilities, and e-commerce functionalities.However, the application of these indicators often differs between policy formulation and local implementation due to the unique characteristics of each destination (11; 20). Analyzing these differences can aid in addressing challenges like overtourism. Although indicators raise awareness of sustainability, governments may not always prioritize their implementation due to practical or political constraints (10; 12). Table 1 illustrates comparative analysis of several authors sustainability indicators regarding communication issue: (25;6;18;9;2;7) According to Table 1, the sustainability indicators most closely related to communication primarily focus on tourist and local community satisfaction, levels of awareness, and the promotion of sustainable practices (15). Additionally, some indicators address the technical aspects of communication, such as the effectiveness of digital platforms, information dissemination tools, and other innovations (14). Although Table 1 presents a diverse range of sustainability indicator systems in tourism, a strategic communication perspective reveals a lack of consistent depth in how these frameworks address communication as a tool for sustainability. For example, the SDG-based self-assessment tool incorporates 61 variables, several of which (e.g., SDG17.17, SDG16.3) highlight collaboration, citizen engagement, and transparent governance. However, it does not fully operationalize how communication strategies can foster stakeholder alignment or behavioral change. In contrast, the UNWTO framework emphasizes community perception and tourist satisfaction but approaches communication more as a metric of reception rather than a proactive strategy for engagement or policy diffusion.The SRDV framework takes a more structured approach to communication, explicitly integrating online marketing, information systems, and web accessibility under the smart destination model. This aligns better with the principles of strategic communication by acknowledging the role of digital tools in shaping narratives, building awareness, and promoting participatory governance. However, its focus is somewhat technocratic, emphasizing tools over message framing or audience segmentation.The OSEC and IGEC models focus almost exclusively on communication variables, offering 64 and 36 variables respectively, and are closer to frameworks that can inform strategic communication planning. Yet, they remain largely internal or operational in scope and do not connect communication performance directly to sustainability outcomes. This fragmentation across frameworks suggests a conceptual gap: while communication is widely recognized, its strategic role in influencing sustainability behavior, managing perceptions, and ensuring multilevel governance coherence remains underdeveloped.The UNWTO, SRDV, SDG Self-assessment, and GSTD systems primarily treat communication as a technical component, focusing on aspects such as accessibility, transparency, and stakeholder feedback. In contrast, the IGEC and OSEC systems are fully dedicated to communication, addressing both its technical dimensions and its role in sustainability.OSEC, IGEC, and SRDV treat communication as a primary focus, offering high strategic value for destination branding, organizational messaging, and digital platforms. UNWTO, SDG Self-assessment, and GSTD include communication indirectly, focusing on areas like awareness, stakeholder engagement, and accessibility. Strategic value is highest when communication is central (OSEC, IGEC, SRDV), and lower when it is supportive. Strategic communication plays a critical role in promoting sustainable cultural tourism. Digital tools such as websites, social media, and mobile platforms enable transparent communication, engage visitors, and encourage responsible behavior. However, destination management organizations (DMOs) need to place greater emphasis on developing tools for awareness raisingincluding training programs, cultural performances, community meetings, and collaborative initiatives. Key indicators-such as tourist and local community satisfaction, awareness levels, and the promotion of sustainability practices-help measure the effectiveness of communication strategies. Furthermore, these indicators serve as essential outputs that inform DMOs' future communication planning and actions.Tourism communication frameworks vary in focus and application. To enhance strategic communication, stakeholders should apply the most relevant systems: 1. Local Governments Goal: Ensure sustainability policies are visible, accessible, and inclusive. Recommended Frameworks: UNWTO, SDG Self-Assessment, GSTD. Actions:• Integrate sustainability objectives into tourism master plans.• Establish monthly community forums for feedback and co-planning. Ultimately, the choice of communication indicator system depends on the specific goals and needs of the destination. By aligning frameworks with stakeholder roles, tourism destinations can strengthen communication, foster inclusivity, and support sustainable development. Moreover, communication indicators should be directly integrated into sustainability assessment systems to ensure they receive appropriate significance in tourism planning.