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A Senior Project Submitted to Moi University, School of Tourism, Hospitality and EventsManagement, Department of Tourism Management in Partial Fulfillment of the Requirements for the Award of the Degree of Bachelor of Tourism Management.Amos Ochieng (April 2013)
Citation preview
An assessment of the use of social media as a marketing tool
to young tourists: Opportunities to Kenya Tourism Board
By
AMOS OCHIENG
REG.NO. BTM/28/09
A Senior Project Submitted to Moi University, School of Tourism, Hospitality and Events
Management, Department of Tourism Management in Partial Fulfillment of the Requirements for the
Award of the Degree of Bachelor of Tourism Management.
April, 2013
Table of Contents
Declaration by Candidate ....................................................................................................................................... i
Declaration by Supervisor ...................................................................................................................................... i
Dedication ............................................................................................................................................................. ii
Acknowledgement ................................................................................................................................................ iii
Abstract ................................................................................................................................................................ iv
List of Acronyms and Abbreviations .................................................................................................................... v
List of Tables ........................................................................................................................................................ vi
List of Figures ...................................................................................................................................................... vi
Quotable Quote ................................................................................................................................................... vii
1.0 CHAPTER ONE: INTRODUCTION
1.1 Background information ....................................................................................................................... 1
1.2 Problem Statement ................................................................................................................................ 4
1.3 RESEARCH OBJECTIVES ................................................................................................................. 5
1.3.1 General objective ............................................................................................................................... 5
1.3.2 Specific objective .............................................................................................................................. 5
1.3.3 Research Questions ........................................................................................................................... 5
1.4 Research justification and significance ................................................................................................. 6
1.5 Limitations of study .............................................................................................................................. 6
1.6 Scope of study ....................................................................................................................................... 7
2.0 CHAPTER TWO: LITERATURE REVIEW
2.1 The youth tourism segment ................................................................................................................... 8
2.2 The internet ......................................................................................................................................... 11
2.3 Internet Connectivity – A mobile revolution ...................................................................................... 11
2.4 Social Media Features ......................................................................................................................... 12
2.5 Social media opportunities for destination promotion ........................................................................ 14
2.6 Social Media versus Traditional Media; A conceptual framework ..................................................... 17
3.0 CHAPTER THREE: METHODOLOGY
3.1 AREA OF STUDY .............................................................................................................................. 18
3.2 RESEARCH DESIGN ........................................................................................................................ 18
3.3 TARGET POPULATION ................................................................................................................... 19
3.4 DATA COLLECTION METHODS AND INSTRUMENTS. ............................................................ 19
3.5 VALIDITY AND RELIABILITY OF DATA .................................................................................... 19
3.6 DATA ANALYSIS AND PRESENTATION ..................................................................................... 20
3.7 ASSUMPTIONS TO THE STUDY .................................................................................................... 20
4.0 CHAPTER FOUR: DATA ANALYSIS, PRESENTATION AND INTERPRETATION
4.1 Analysis of themes .............................................................................................................................. 21
4.2 Facebook ............................................................................................................................................. 22
4.3 Foursquare ........................................................................................................................................... 23
4.4 Instagram ............................................................................................................................................. 24
4.5 LinkedIn .............................................................................................................................................. 25
4.6 Twitter ................................................................................................................................................. 26
4.7 Youtube ............................................................................................................................................... 27
4.8 Marketing potential of social media platforms .................................................................................... 28
4.9 Comparative analysis of social media features significant to marketing ............................................ 29
4.10 Internet penetration ............................................................................................................................. 30
5.0 CHAPTER FIVE: DISCUSSION, CONCLUSION AND RECOMMENDATIONS
5.1 Discussion ........................................................................................................................................... 31
5.2 Implications for future research .......................................................................................................... 32
6.0 CONCLUSION ............................................................................................................................................. 33
7.0 RECOMMENDATION ................................................................................................................................ 34
8.0 REFERENCES .............................................................................................................................................. 36
9.0 APPENDICES ............................................................................................................................................... 39
9.1 Quotations ................................................................................................................................................. 39
9.2 Code sheet (Atlas.ti output) ....................................................................................................................... 41
Page | i
Declaration by Candidate Except for the references to other peoples work that have been duly cited, this senior project is my
original work and has not been presented for a degree in any university or anywhere else.
Signature………………………………….. Date………………………………………
Name: Amos Ochieng‟
Registration Number: BTM/28/09
Declaration by Supervisor This senior project report has been submitted for examination with my approval as university
supervisor.
Signature………………………………… Date……………………………
Dr. Dammianah Kieti
Department of Tourism Management
Page | iii
Acknowledgement
To my supervisor, Dr. Damianah Kieti who read my numerous revisions and helped make some sense
of the confusion. Her inspirational instruction and guidance during the development of this senior
project was phenomenal. Many thanks Daktari.
To my friends Martha Nzisa of Nairobi campus and Benard Ochieng for their peer reviews. Your
comments were invaluable. Thanks.
To God who continues to make the impossible possible.
There are a number of other people who endured this long process with me, always offering support
and love without whom this project might not have been written, and to whom I am greatly indebted.
I would have liked to name and individually thank each of you, but to preserve brevity I will not.
Page | iv
Abstract
Social media marketing is a relatively new terrain for marketers. Field experience is very limited, as
is the academic attention and literature available. Despite the lack of experience and without concrete
evidence about the effectiveness of Social Media Marketing (SMM), Kenya Tourism Board (KTB)
are embracing the Social Media as part of their marketing strategy but even with it promoting a
destination is still not an easy task. Its challenge and difficulties derive from the multi-attributed
nature of the destination. KTB like other destination marketers face the challenge to create concise
messages that capture the essence of the place, differentiate the destination from several others and
make it meaningful for a heterogeneous market. It has been argued among marketers that a different
approach is required while promoting a destination for the different segments of a heterogeneous
market not only regarding the content of the message but also the communication channels. Different
generational cohorts or certain interest groups can be best approached by using specific
communication tools.
This desk study explores the extant opportunities for the use of social media to market Kenya‟s
tourism to young tourists. It further establishes the challenges associated with the use of social media
as a tourism marketing tool. This study did not directly isolate a geographical area for its central
analysis. However, it examined useful existing pre-published information, theories and ideas of
thought leaders in the field under study. The research design is systematic review. As such, the study
applies an explorative approach towards the discovery of ideas and insights into the different aspects
of social media marketing.
Only secondary data was collected. The Internet was the major resource of latest valuable
information. Reputable digital repositories such as KNBS (Kenya National Bureau of Statistics),
World Bank (WB), International Telecommunications Union (ITU) were used. Document sharing
websites were identified, such as Scribd, Slideshare and Docstoc. These offered access to conference
presentations, articles, manuals, e-books and links to other websites. Other websites visited include,
Communication Commission of Kenya (CCK), iHUB, KTB and Trip Advisor; Google was searched
using keywords; Archives of local dailies, The Daily Nation, The Standard and Business Daily, was
visited to access local content in context of the topic under study. Insight-stimulating examples were
obtained from social media websites, Twitter, Facebook, Wikipedia, YouTube, Delicious, Digg,
Google Reader, LinkedIn, Skype, Flickr, Hootsuite, FourSquare andInstagram. Data was analysed
qualitatively using ATLAS.ti 7.
This study focused on social media platforms that are most popular and in use by KTB. Facebook,
Twitter, YouTube, LinkedIn, Instagram and Foursquare. All the platforms reported features with
marketing significance and potential marketing opportunities to KTB. The study found that the shape
and functionality of social media depends on many themes which make it constantly change and
evolve as there is no clear definition of social media among academics. Results confirmed by
previous researches (Weinberg 2009, Zarrella 2010 et al). Empirical investigation reveals a
continuous growth in Internet penetration and demographic characteristics of online population
getting to resemble the general population in Kenya tourism source markets.
This study makes a contribution to the continuing debates on social media usage especially in how it
can grow the youth travel segment for Kenya.
Page | v
List of Acronyms and Abbreviations
KTB Kenya Tourism Board
E-TOURISM Electronic Tourism
UNICEF United Nations International Children's Emergency Fund
UNWTO United Nations Word Tourism organization
ROI Return on Investment
YTCC Youth Tourism Consortium of Canada
NYP National Youth Policy
CGM Consumer-Generated Media
ISTC International Student Travel Confederation
FIYTO Federation of International Youth Travel Organizations
ATLAS Association of Leisure and Tourism Education
UK United Kingdom
CCK Communication Commission of Kenya
PCs Personal Computers
ICTs Information Communication Technologies
ITU International Telecommunication Union
TMT Technology, Media & telecommunication
MSRA Market& Social Research Association
PR Public Relations
SIM Subscriber Identity Module
WOM Word of Mouth
B2C Business-to-Customer
RSS Really Simple Syndication or Rich Site Summary
SMM Social Media Marketing
SWOT Strengths, Weaknesses, Opportunities, Threats
GPS Global Positioning System
BRICS Brazil, Russia, India, China, South Africa
Page | vi
List of Tables
Table 4.1: Themes and frequency of occurrence
Table 7.0: 4Ps of Social Media Marketing
List of Figures
Figure 1: Integrating traditional methods
of tourism marketing with social media
Figure 4.2: Facebook
Figure 4.3: Foursquare features
Figure 4.4: Instagram features
Chart 4.5: LinkedIn features
Chart 4.6: Twitter features
Figure 4.7: YouTube
Figure 4.8: Marketing potential of platforms
Page | vii
Quotable Quote
“The question is no longer, should we be doing social media, it's are we doing it right? “
Eric Qualmann, Author of Socialnomics
Page | 1
CHAPTER ONE
INTRODUCTION
1.1 Background information
For a long time, the Kenya tourism sector has failed to attract young tourists due to the use of old
methods of marketing. This includes; trade fairs, World Tourism Markets, brochures and use of
newspapers and television for advertising in key markets. These marketing methods have failed to
appeal to young tourists who prefer getting information about travel destinations online especially
through social networks which have revolutionized communication across the globe. According to the
head of E-Tourism Africa Damian Cook, Kenya should encourage online bookings and other modern
methods of tourism marketing to appeal to young tourists. Sentiments shared by Nancy Imunde,
Communications Manager of the Sarova Hotels, who maintains that “the benefits are obvious; with
the use of IT in marketing; we are already experiencing an increase in hotel bookings from our clients
overseas through our online booking system. And our clients are also able to confirm their bookings
by a click of the mouse; we realize that we must be part of the digital divide or risk to lose out on
business.”
Mr. Cook whose firm promotes online tourism, maintains that Kenya Tourist Board (KTB) mode of
marketing only attracts elderly tourists sidelining the young generation who are the future and
potential market for the sector. “Social sites such as Facebook have clocked 1 billion active users and
Twitter is about 0.5 billion. This is a potential market for the tourism in Kenya to tap in,” said Cook.
The use of old methods of marketing such as travel agents has led to reduction in tourism earnings as
this agencies tend to suggest where people go and to some extent pick the destinations making tourist
products redundant. As a result, a great deal of the revenue goes to large, international hotel chains
and not much of the money is retained locally. “If a tourist traveling to Kenya has 1000 friends on
Facebook or followers on twitter, for example, they travel with them through updating their status and
uploading pictures. This generates a lot of interest for more people who may wish to visit same
destinations,” added Cook. With 50 percent of the world‟s population being people under the age of
30 years, tapping into young market online is crucial and a huge opportunity for the tourism sector to
boost tourism profits.
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When looking at the internet culture, one important development is a shift in the association between
youth and media. Youth today are active participants in the creation of media content. The advent of
Web 2.0 increases the ability of youth not only to be passive consumers of information and content
online, but also to become active creators and contributors. According to UNICEF (2012), the
number of young people across the world is increasing and today they are the majority in most
countries including Kenya, where 15 to 34 year olds total 13.66 million, approximately 35.39% of the
population. This proportion of youth is expected to grow and form the bulk of the population in the
next 10-20 years, a phenomenon referred to as a youth bulge. This trend has generated interest among
development players hence the recognition that young people are important players in development.
As such, youth travel has become an increasingly important part of the global tourism industry in
recent decades, as more young people have begun to travel more frequently and over greater distances
creating a youth travel segment.
To date there is no globally accepted definition of the youth travel market segment, due to a lack of
clarity and difficulty in measuring its size and characteristics. According to UNWTO, the young
tourism market is defined as travelers of age group between 16-25years old. With an estimated 160
million international tourist arrivals a year, youth travel would account for over 20% of international
tourist arrivals (UNWTO, 2008).Due to longer average trip duration, a typical youth traveler spends
more than the average tourist during his/her trip. The average youth traveler spends US$ 2,600 per
trip, of which US$ 1,550 is spent in the destination, calculated as a proportion of the total income,
young people spend more than any other group on international travel (UNWTO, 2008).
Since mobile devices are rapidly becoming the primary medium most youths are using to access
Internet – social media services, it is imperative that KTB offers a mobile optimized experience in
promoting Kenya tourism products online. McCann (2008) defined social media as online
applications, platforms and media which aim to facilitate interaction, collaboration and the sharing of
content. On the other hand, Weinberg (2009) explained that social media is a process that empowers
individuals to promote their websites, products or services through online social channels and to
communicate with and tap into a much larger community that may not have been available via
traditional advertising channels. Zarrella (2010) also stated that social media are new web
technologies which have facilitated everyone to create and distribute their own content.
Kenya particularly now dubbed the “Silicon Savanna‟ is rising fast as a technology powerhouse on
the African continent and more so in Sub-Saharan Africa with17.8million active internet users (CCK,
Page | 3
2012) and 1.5 million on Facebook (Kenya Facebook statistics,2012). Kenyans have taken to the
Internet like never before. Micro-blogging sites such as Twitter serve as a pivotal communication
channel in B2C (business-to-customer) relationship (Günther et al., 2009). In addition, there has been
arecent growth in social commerce sites which provide consumers to purchase offline products and
services at discounted prices (Bansal and Chen, 2011;Stephen and Olivier, 2010).
Social media have distinct properties that make them a powerful marketing tool. First, is immediacy
that allows a dissemination of information faster than typical offline mass media (Suh and Park,
2010). Second is connectedness which allows interaction between customers and businesses through
online networks (Michaelidou et al., 2011). The last one is openness which provides anyone with
easy access to information (Suh and Park, 2010).
Possessed with these characteristics, KTB must recognize and exploit its potential as a marketing tool
with various practical advantages in marketing Kenya tourism to both the domestic market and
international market and especially the young tourists because they are early technology adopters and
major consumers of social media services.
Page | 4
1.2 Problem Statement
While there is a growing interest in social media marketing in the Kenya tourism industry, the degree
to which KTB is using social media as a marketing tool is commendable but facts indicate that, even
if the potentials of social media exist the rate of adoptability by KTB is very minimal as it seems to
lack a sound understanding as to what they can achieve by making use of it. Social Media (also
known as Web 2.0 applications) technologies such as online magazines, Internet forums, weblogs,
social blogs, wikis, podcasts, ratings and social bookmarking offer interesting possibilities for KTB to
grow the youth travel market segment as they (youths) are the biggest producers and consumers of
social media.
The researcher is concerned that If KTB fails to take this opportunity of tapping from the practical
advantages of these tools to promote Kenya tourism online then the window closes and private
organizations take over. And they may or may not promote Kenya‟s image in the best interest of the
country. Currently, there is also no substantial body of empirical work that has taken cognizance of
the opportunities and challenges social media poses to KTB. Some of the significant findings
available show that KTB uses social media platforms as information sources and communication
tools but not in marketing tourism products to the youth tourism segment.
There is a lot of work to be done if KTB is to fully tap into the potential of social media to market
tourism products to young people and make the sector grow and compete with other technologically
compliant tourist destinations like South Africa, Europe, America and Asian destinations. What is
required is a complete re-think on how the Internet marketing strategy will work to deliver a unique
and compelling online execution of how Kenya, the original home of safari, is the perfect and
preferred destination for young, independent and adventurous local and international travelers.
Page | 5
1.3 RESEARCH OBJECTIVES
1.3.1 General objective
To assess the use of social media as a marketing tool to young tourists.
1.3.2 Specific objective
To explore the extant opportunities for the use of social media to market Kenya‟s tourism
to young tourists
1.3.3 Research Questions
What are the social media marketing opportunities for Kenya tourism?
Page | 6
1.4 Research justification and significance
Due to the fact that social media is a very re-cent phenomenon and there is widespread lack of
understanding of its potential. The researcher believes the issue of social media marketing to be quite
contemporary and worth researching from the point of view of its usability as a marketing tool,
especially by KTB.
Founded on that background, this desk study therefore seeks to provide information to KTB on social
media marketing and particularly it‟s potential as a marketing tool to young tourists. Even though
academics have been conducting research related to youth tourism and social media marketing, more
research and the dissemination of knowledge on these phenomena is required, hence the
appropriateness and timeliness of this desk study to set the basis for further in depth research. This
study will not only provide academic foundation through exploratory approach but will also present
managerial implications in the strategic application of social media marketing in tourism.
The results will be used to identify marketing tactics where Social Media could be effectively used to
reach and attract potential future young tourist both domestic and international. The major research
objective of the study is to partially fulfill the academic requirement for the award of a Bachelor
degree in Tourism Management and to simultaneously provide market information as basis for a new
online marketing strategy towards growing the youth travel market segment.
The combination of social media and tourism marketing isn‟t a new concept – tactics and strategies
have been blogged and authored about this subject for the last five years. However, this study intends
to add to this field of study a way in which Kenya can diversify its tourism product line by targeting
the youth through social media.
1.5 Limitations of study
The researcher encountered certain constraints in carrying out the study. This includes:
Limited data visualization options
Scanty sources of on-topic information
Time and financial constraints
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1.6 Scope of study
The main thrust of this research is on social media marketing. The study was carried out between the
months of November, 2012 and March, 2013 and did not directly isolate a geographical area for its
central analysis, instead it examined useful existing pre-published information on social media
marketing and youth travel. To complement the aforementioned, analysis of KTB‟s online presence
was done to obtain „insight-stimulating‟ examples of how KTB uses social media as a marketing tool
for tourism. Lack of a clear social media marketing strategy hampers the board from maximising its
potential and does not help them exploit all the opportunities they may be having giving competitors
an unnecessary competitive advantage.
Page | 8
CHAPTER 2
LITERATURE REVIEW
This chapter seeks to address the relevant works written by other authors concerning the use of social
media as a marketing tool to attract young tourists. The work thus looks at what has been written
lately (current) and relevant work to this research.
2.1 The youth tourism segment
To date there is no globally accepted definition of the youth travel market segment, contributing to a
lack of clarity and difficulty in measuring its size and characteristics. According to UNWTO, the
young tourism market is defined as travelers of age group between 16-25years old. The Youth
Tourism Consortium of Canada (YTCC) expands this definition to include young adults between the
ages of 26 and 30, owing to the fact that young adults tend to follow similar travel and tourism
patterns as their younger counterpart. Likewise, the Student and Youth Travel Association of North
America expands on the UNWTO definition to include youth under the age of 16 years in recognition
of the growing number of children travelling under school programmes, churches and youth groups.
In the Kenyan situation, National Youth Policy (NYP) defines youth as people of 18 to 35 years old.
Therefore, for the purpose of this study, the youth tourism market will be defined as; Young people
below 35 years of age, who are travelling outside their families, and whose primary motives for
travelling are generated by tourism experiences, extra-curricular activities and sports oriented
activities or event drive involving youth participants, but does not include business reasons.
Under this definition, the youth tourism market shall include all trips and tours of at least one night
stay, both domestic and international by either young independent travelers or groups(school based
youth groups –“student travel” and non-school based “youth groups” travel such as sports team,
church group, cultural/music performance troupes or scouts/guides).
Kenya youth and sports tourism strategic plan (2010-2015) defines Youth Tourism as a form of
tourism commonly associated with Youth and Student travel. Youth tourism is a phenomenon, which
was strongly influenced by youth movements born in the “peacefulideals” of the after-war period.
Today, young travelers (aged 15 to 25) represent more than20% of international tourist arrivals,
according to statistics by the UNWTO.
Youth tourism can be classified into qualitative and quantitative aspects. The qualitative aspects are
linked to quality, security, flexibility and access while the quantitative concerns include growth in
Page | 9
youth tourism, its importance in relation to international tourism and the travel expenses of young
people. As a matter of fact, Mirza (2005) believes that youth travel is the fastest growing travel
market segment, surpassing even ecotourism and cultural tourism.
The World Development Report (2007), an annual publication of the World Bank acknowledges that
12-24 year olds worldwide have reached 1.3 billion, the largest in history. Whereas there are
unprecedented challenges when it comes to the question of young people, there are also great
opportunities that should be seized before the aging society closes those opportunities. According to
Youth Situation Review & Investment in Kenya Report(UNICEF, 2012), the number of young people
across the world is increasing and today they are the majority in most countries including Kenya,
where 15 to 34 year olds total 13.66 million, approximately 35.39% of the population. This
proportion of youth is expected to grow and form the bulk of the population in the next 10-20 years, a
phenomenon referred to as a youth bulge. This trend has generated interest among development
players hence the recognition that young people are important players in development. As such, youth
travel has become an increasingly important part of the global tourism industry in recent decades, as
more young people have begun to travel more frequently and over greater distances.
With an estimated 160 million international tourist arrivals a year, youth travel would account for
over 20% of international tourist arrivals according to Youth Travel Matters (UNWTO, 2008). Due to
longer average trip duration, a typical youth traveler spends more than the average tourist during
his/her trip. The average youth traveler spends US$ 2,600 per trip, of which US$ 1,550 is spent in the
destination, calculated as a proportion of the total income, young people spend more than any other
group on international travel(UNWTO, 2008).
The importance of youth tourism as a field of international interest for policymakers and researchers
was cemented at the first UNWTO Conference on Youth Tourism held in New Delhi, 1991. Since
then, youth associations such as the International Student Travel Confederation (ISTC) and the
Federation of International Youth Travel Organization(FIYTO) have been carrying out studies and
conducting annual conferences related to youth tourism. In 2002, ISTC in collaboration with the
Association of Leisure and Tourism Education (ATLAS) launched a landmark study on youth
tourism, “Today‟s Youth Travelers: Tomorrow‟s Global Nomads”. The report gave insights into the
main findings of a major transnational survey on independent youth and student travel, based on
responses from 2,300 young people and students from Canada, The Czech Republic, Hong
Kong,Mexico, Slovenia, South Africa, Sweden and the UK. Among their major findings were:
Page | 10
Majority of the respondent were students aged below 26 years with a high education level.
The main motivations were to explore other cultures (83%), followed by excitement (74%)
and increasing knowledge (69%).
Long trips was seen as a „once in a lifetime opportunity‟ for many young people and students,
and they were prepared to dedicate a lot of time, energy and money to ensure that their trip
achieve that.
Their main sources of information used for planning their trip were the Internet (71%) and
friends/family (70%).
Less experienced travelers relied more heavily on travel agents for information, while the
slightly older travelers used guidebooks (37%).
The main mode of transport to the destination was air travel (82%), with rail travel at 30%.
The most popular forms of accommodation were visiting friends and relatives(41%) and
backpacker hostels (32%).
The most popular activities were visiting historic sites and monuments (77%), walking and
trekking (76%) and more leisurely pursuits such as sitting in cafes/restaurants (72%) and
shopping (72%).
The report concluded that the youth and students travel to seek experience, and often make repeat
visits. Most importantly, the study showed that youth travelers gain a thirst for moretravel after they
return from their trips, which increases the long-term potential of this market. Because travelling is
about making (and sharing) memories, 52% of social travelers report that friends‟ photos inspired
their next trip, 46% admit being invited to a trip via Facebook and 45% say that Facebook makes
them visit friends abroad. It is also noteworthy that 95% of all university students worldwide are on
Facebook (tripl.com, 2012 infographics).
Page | 11
2.2 The internet
The Internet is the most important innovation since the development of the printing press (Hoffman,
2000). There have been significant innovations, such as the railroad, electricity, the telephone, the
automobile, the airplane, radio and television, which had widespread impact on both business and
everyday life (Barwise, Elberse, & Hammond, 2006). However, the Internet combines many of the
features of existing media with new capabilities of interactivity and addressability; thus, it transforms
not only the way individuals conduct their business with each other, but also the very essence of what
it means to be a human being in society (Barwise et al., 2006).
2.3 Internet Connectivity – A mobile revolution
Across the globe, the growing use of mobile phones has opened up many doors in personal learning,
networking and communication, media production, activism and economic development. In recent
years, the emergence of Internet access on these devices has fostered new opportunities to bridge the
digital divide and to close the Internet participation gap between and within countries.
Today, according to survey data about how people are accessing the Internet, PCs remain the
dominant Internet access device of preference in many countries by a large margin, including many
emerging markets. According to Ericsson‟s Traffic & Market Report (2012), “mobile data is expected
to have almost doubled in 2011. Laptops (mobile PCs), dominate data traffic in most mobile networks
today, but smartphone traffic is growing faster, due to high growth in subscriptions”.With laptops
shrinking in dimensions, and smartphones gaining in functionality, the differences between
smartphones, tablets and PCs are shrinking fast, while the gap between smartphones and basic feature
phones is widening.
In the near future, the outlook for Internet access devices will be more diverse. Ericsson estimates that
the total subscriptions of data-heavy devices (smartphones, mobile PCs and tablets) will grow from
around 850 million at the end of 2011 to 3.8 billion by 2017 globally. In terms of the number of
devices, Ericsson predicts smartphones will outnumber both tablets and PCs.
Locally, CCK (April 2012) cited in iHub (July 2012) indicates that there are approximately 28.08
mobile subscriptions in Kenya, representing a mobile penetration rate of 71.3%. It is assumed that
this number represents that of active SIM cards, those that have been used in the past three months or
so. The mobile subscription rates in Kenya have been rising exponentially since the introduction of
the second mobile phone operator, early in the last decade. It is expected by some analysts that total
mobile subscriptions in the country will reach 39.5 million by 2016, a penetration rate of 83.1%
Page | 12
(Business Monitor International, May 2012). It is noteworthy that 99% of internet access is from a
mobile device (phone, modem, tablets etc.) This represents about 17 million internet users in Kenya.
2.4 Social Media Features
McCann (2008) defined social media as online applications, platforms and media which aim to
facilitate interaction, collaboration, and the sharing of content. On the other hand, Weinberg (2009)
explained that social media is a process that empowers individuals to promote their websites,
products or services through online social channels and to communicate with and tap into a much
larger community that may not have been available via traditional advertising channels. Zarrella
(2010) also stated that social media are new web technologies which have facilitated everyone to
create and distribute their own content.
Social media includes web-based and mobile technologies used to turn communication into
interactive dialogue. Kaplan and Haenlein(2012) cited in MSRA (2012) define social media as a
group of internet-based applications that build on the ideological and technological foundations of
Web 2.0 and that allow the creation and exchange of user-generated content. Social media is media
for social interaction as a super-set beyond social communication. Enabled by ubiquitously accessible
and scalable communication techniques, social media has substantially changed the way
organizations, communities and individuals communicate.
Social media technologies take on many different forms including magazines, Internet forums,
weblogs, social blogs, wikis, podcasts, rating and social bookmarking. More specifically, this study
attempts to define what kinds of social media can be used to attract young tourists and which
opportunities and challenges are extant in the use of them in marketing tourism. By applying a set of
theories in the field of media research (social presence, media richness) and social processes (self-
presentation, self-disclosure) Kaplan and Haenlein (2010) created a classification scheme for different
social media types.
The honeycomb framework defines how social media services focus on some or all of seven
functional building blocks (identity, conversations, sharing, presence, relationships, reputation, and
groups). These building blocks help understand the engagement needs of the social media audience.
For instance, LinkedIn users care mostly about identity, reputation and relationships; whereas
YouTube‟s primary building blocks are sharing, conversations, groups and reputation. Many
companies build their own social containers that attempt to link the seven functional building blocks
around their brands. These are private communities that engage people around a narrower theme, as
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in around a particular brand, vocation or hobby, than social media containers such as Facebook or
Google+.
Research firms and businesses may refer to social media as consumer-generated media (CGM). A
common thread running through all definitions of social media is a blending of technology and social
interaction for the co-creation of value. One characteristic shared by both social media and traditional
industrial media is the capability to reach small or large audiences; for example, either a blog post or
a television show may reach no people or millions of people. This has been clearly demonstrated in
Egypt, Libya and Kenya (Somalia war).
Social media has also been recognized for the way in which it has changed how public relations
professionals conduct their jobs. It has provided an open arena where people are free to exchange
ideas on companies, brands and products. As stated by Wagner (2011), social media provides an
environment where users and PR professionals can engage in conversation, where PR professionals
can promote their brand and improve their company's image, be listening and responding to what the
public is saying about their product.
Social change is important to young persons around the world, and they are taking action through
social media which is going through tremendous advancement. A case in example is the revolutionary
episodes that have taken place in Africa. While the level of engagement and importance vary with
age, most adults agree that they should be involved in positive social change by the youth in future
using all social media platforms. Globally, 80% of the young adults have turned onto social media as
a platform to bring about positive change and as means of relaying information. According to Harris
interactive (2011), most adults in countries around the world agree that technology canturn a cause
into a movement faster than anything else can. Young adults around the globe are leveraging digital
technology to get involved in positive social change.
In Kenya‟s 2013 election, when the mainstream media dropped its watchdog role resorting into a
conspiracy of silence, social media took over. With the high number of youth voters participating in
the poles, social media was expected to feature prominently. Notably, the elections was a worldwide
trend via Twitter; Kenyans retort via Twitter to US President Barack Obama on his remarks during
the Gridiron dinner, where he equated the environment in Kenya similar to that in Syria; British High
Commissioner Christian Turner turning to Twitter to fight allegations of interference in the Kenyan
electoral process not to mention the deep divisions and rifts on Facebook among supporters for the
leading political groupings. The list is very long.
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2.5 Social media opportunities for destination promotion
Since the emergence of the Internet, travel planning (e.g., travel information search and booking) has
always been one of the main reasons that people use the Internet. The top five most popular online
purchases were books (66%), clothes (57%), travel arrangements (57%), gifts (51%) and CDs (45%)
in the US in 2007 (Center for the Digital Future, 2008). A study conducted in Britain (Dutton &
Helsper, 2007) found that respondents‟ most search activity conducted online was making travel
plans (84%), followed by getting information about local events (77%), looking for news (69%) and
finding information about health or medical care (68%) in 2007. The revolution of the Internet and
information and communication technologies (ICTs) has had already profound implications for the
tourism industry but with the emergence of social media, people now use internet differently.
KTB use a diverse media/communication mix to ensure the communication with all segments of a
heterogeneous market, such as the various forms of printed media, electronic media or Webpages.
But in recent years social media started to gather ground and has brought with it new communication
methods of communicating with the consumer. Social media applications are now enormously
popular among many consumers especially among the young travelers segment.
According to Danish statistical records people aged between 16 and 39 are significantly more active
in chatting or blogging then the older generation (Danmarks Statistik, 2009). In 200947 (2 %) of 16-
19 years old and 43 (8 %) of the 20-39 years old were reading blogs, while 26 (9 %) of the 40-59
years old and only 16 (2 %) of the 60 -74 years old engaged themselves in the same activity
(Danmarks Statistik, 2009). However, the segmentation of the focus group does not strictly consider
demographic variables, but more the behavior patterns towards the usage of social media.
O‟Connor (2008) describes Web 2.0 sites as applications that share common features such as being
participatory, inclusive, collaborative, user centric and information intensive, and furthermore, these
sites influence how users create, share and use information. Moreover, Gretzel et al. (2008) argue that
due to the search-engine friendliness, increased credibility, experiential properties and having no
commercial interest in promoting the product, consumer generated media is believed to have great
influence in tourism. It has to be mentioned that social media adds on the positive features on the
traditional WOM, by adding search engine friendliness and experiential features.
The main difference between social media and other traditional forms of media lies in the direction of
communication, as the content is generated by the consumer rather than by the marketer (Fernando,
2007). Furthermore, not just the direction of communication changes but it becomes a two-way
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communication as well as it allows interactivity, a peer-to-peer communication, rather than only
providing a uni-directional communication.
Social media can take on several forms, such as wikis, blogs, photo sharing sites, reviews and rating,
blogs or broadcasts (Gretzel et al. 2008). Carrera et al. (2008) categorizes the different social media
sites according to its nature: blogs which can be understood as online journals or personal websites;
users‟ comments and reviews, which resembles WOM such as TripAdvisor, Wikipedia, Flickr,
YouTube and online social networks as MySpace, Facebook, Bebo.
Generation Y due to its unique characteristics behaves differently in a tourism context. As they were
born in The Information Age, they are technology confident and information hungry; moreover, they
are strongly influenced by friends, adapt really quickly to the new travel technologies, such as
booking online, and they consult a wide range of information sources during their travel planning
process(Beckendorff et al., 2010). Therefore, one can argue here that due to these characteristics their
behavior towards the social media would be different and they would consult Web 2.0applications
more often and in a different way during their travel planning process than other generations.
A classification of the types of social media is important because it helps looking at differences in
usage extent and marketing possibilities. Constantinides and Fountain (2008) proposed a grouping of
the social media types into five main categories:
(1) Web logs: applications allowing online journals (e.g. http://www.blogger.com).
(2) Social networks: applications allowing users to build personal websites and to connect to each
other (e.g. http://www.facebook.com).
(3) Communities: applications allowing the sharing of content (e.g. http://www.youtube.com).
(4) Forums: applications allowing the exchange and discussion of ideas and information
(e.g.http://www.epinions.com).
(5) Content aggregators: applications allowing users to make fully customizable web content
(e.g.http://www.google.com/ig).
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Above mentioned application types also exist in combined forms. For example, a profile on a social
networking site (social network application) could include a discussion section on a certain
subject(forum application), include pictures or videos (community application) or publish a feed of
announcements from external sources (content aggregator application). The latter usually uses a
technology called “Really Simple Syndication” or “Rich Site Summary” (RSS) to automatically
stream data (e.g. blog entries, news updates) from selected sources with syndicated content.
For marketing purposes RSS technology offers great potential, as it can instantly distribute selected
information to a large number of recipients, or too many places where an organization has an online
presence.
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2.6 Social Media versus Traditional Media; A conceptual framework
People &
Communities
Advertising &
Branding
Figure 2: Integrating traditional methods of tourism marketing with social media
KTB’s MARKETING METHODS
Trade fairs, World
Tourism Markets, TV,
Radio, Print publications-
brochures, banners,
fliers, magazines e.t.c
Social media; Weblogs,
websites, social networks,
forums, communities,
RSS, Facebook, Twitter,
YouTube, LinkedIn
Global audience
Reach Mass marketing, brand
awareness by hard selling
One way communication
Global audience
Interaction among like-minded people around a brand
Two way communication
Product, Price, Place and
Promotion
4Ps of
marketing
Huge advertising budget
People, Platform, Participation
and Promotion
Minimal sharevertising budget
One size fits all
Usability High success rate (Proven)
Customized and teller-made
New media (work in progress)
Intrusive Customer
perception
and
feedback Not feedback friendly
Intrusive and participatory
Real time feedback
Once created, cannot be
altered
Permanence Can be altered almost instantaneously by comments or editing
Platforms
Required
Budget
Time lag (days, weeks, or
even months)
Immediate - only the users
determine any delay
Needs specialized skills No need for special skills
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CHAPTER THREE
METHODOLOGY
This chapter contains discussion on area of study, research design, target population, data collection
methods, data analysis and presentation, assumptions of the study and the expected results
3.1 AREA OF STUDY
LOCATION
This study does not directly isolate a geographical area for its central analysis. However, it examined
useful existing pre-published information on social media marketing and youth travel in/to Kenya as
it is the destination that the study seeks to inform.
3.2 RESEARCH DESIGN
Desk study (or secondary research) was chosen as the initial stage of this project and a precursor to
primary research. The research design is systematic review. As such, this desk study applies an
explorative approach towards the discovery of ideas and insights into the different aspects of the
problem under study.
The researcher reviewed and built upon the work already done by thought leaders on social
media marketing.
Due to time limitations, insights into the relationships between variables under study were
obtained by accessing and using the social media tools currently being used by KTB such as
Twitter, Facebook, YouTube, Website and LinkedIn
Analysis of „insight-stimulating‟ examples from selected instances of social media application
was used. The examples were drawn from social networking sites, blogging sites, websites,
Wikis, Online communities, Newspapers advertisements, TV, Radio Advertisements
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3.3 TARGET POPULATION
Thought leaders in the field under study, this desk study incorporated and focused on their pre-
published theories and ideas.
3.4 DATA COLLECTION METHODS AND INSTRUMENTS.
Only secondary data was collected. Data was derived from a variety of secondary sources:
The Internet was the major resource of latest valuable information. Reputable digital repositories
with analytical reports and statistical publications such as KNBS (Kenya National Bureau of
Statistics), World Bank (WB), International Telecommunications Union (ITU) were used. Key
document sharing websites were identified, such as Scribd, Slideshare and Docstoc. These offered
access to conference presentations, articles, manuals, e-books and links to other websites. Other
major websites visited included that for The Communication Commission of Kenya (CCK),
iHUB, KTB and Trip Advisor.
Google was searched using the following keywords; e-commerce, social, media, marketing,
internet, tourism, Kenya, youth, mobile, technology, statistics, travel, trends, arrivals, earning,
security. The keywords were used in various combinations to derive meaning.
Useful reports were obtained from UNESCO.
Archives of local dailies, The Daily Nation, The Standard and Business Daily, was visited to
access contextual information for the topic under study. These sources were vital in accessing
local content.
Insight-stimulating examples were obtained from Twitter, Facebook, Wikipedia, YouTube,
Delicious, Digg, Google Reader, LinkedIn, Skype, Flickr, Sound cloud and Hootsuite,
FourSquare, Instagram
3.5 VALIDITY AND RELIABILITY OF DATA
Content validity was determined using expert opinion and constructive criticism from the project
supervisor who has had an extensive experience and expertise in research methods. Content was
revised and improved according to the supervisors‟ advice and suggestions.
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3.6 DATA ANALYSIS AND PRESENTATION
The data collected was cross referenced and collated for accuracy and completeness of research.
Coding was done by selective reduction and involved categorizing the data into themes. To draw out
the thematic areas of marketing significance, the researcher was guided by the marketing mix which
according to Kotler and Armstrong (2006, 50) the marketing mix is a set of controllable, tactical
marketing tools that the company blends to produce response in the target market, it consists of
everything the company can do to influence the demand for its product.
Data analysis was carried out qualitatively using ATLAS.ti7. The objectives of the analysis included:
to discover patterns and relationships within the data; to categorize the data into themes; to make
quantitative analysis of emerging themes possible; to produce results that are amenable to statistical
calculations; to discover patterns and relationships within the data;
Data was presented using tables, graphs, pictorials and charts.
3.7 ASSUMPTIONS TO THE STUDY
The main purpose of this research explains the need to target social media platforms. The assumption
is that the authors of the information gathered are social media thought leaders. The topic under study
required that data is filtered to refined mentions in the area of social media marketing. The other
assumption is that the information that was obtained is well correct. The correctness is assumed on
the basis of the availability of marketing content on the social media platforms. Data from published
academic papers are taken as is.
For purposes of coding and data analysis, it was assumed that the frequency with which a statement
occurs in the text is a valid indication of value or importance. All themes were given equal weight
and therefore each one can be compared directly with every other.
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CHAPTER FOUR
DATA ANALYSIS, PRESENTATION AND INTERPRETATION
This chapter concentrates on the analysis of all data gathered throughout the research study based on
the theoretical arguments in literature review. In addition, social media data of Facebook, Twitter,
YouTube, LinkedIn, Instagram and Foursquare were collected and analyzed using the output obtained
from Atlas.ti 7. The social media data collected was diverse and unstructured.
4.1 Analysis of themes
Table 4.1 below is a list of major themes that emerged from the data collected and the enumerated
frequencies of the issues. This standardized format was used to make inferences and trends about the
characteristics of social media with marketing significance. The code sheet output is appended
(Appendix 1).
Table 4.1: Themes and frequency of occurrence
Social media marketing
themes
Frequency of occurrence
Facebook Foursquare Instagram LinkedIn Twitter Youtube
1 IM (Instant Messaging) 1 0 0 0 0 0
2 image hosting: unlimited 1 0 1 0 0 0
3 interactive dialogue 1 0 0 2 2 0
4 Integration/mashups 0 0 0 1 2 0
5 Known (popularity) 1 1 1 1 1 1
6 location based 0 1 0 0 0 1
7 mobile ready 1 3 0 1 3 2
8 personal and professional 2 1 0 1 1 1
9 photo sharing service 1 0 3 0 0 0
10 photo tagging 1 0 0 0 0 0
11 privacy control: self 1 0 1 0 0 0
12 reward scheme 0 3 1 0 0 0
13 Sharevertising 1 0 1 2 2 1
14 social networking service 2 1 1 1 1 0
15 subscription service:
follow 1 0 0 0 1 0
16 tourists source market 1 0 0 1 0 0
17 Reach 1 0 0 1 1 0
18 video sharing service 0 0 0 0 0 1
19 voice calls 1 0 0 0 0 0
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To discover patterns and relationships within the data in Table 4.1 above and produce results that are
amenable to statistical calculations, a quantitative analysis of the themes was done for the social
media platforms.
4.2 Facebook
Facebook is 15% very personal and professional (Figure 4.1) and dominantly a social networking
service (15%) with 70% shared features including instant messenger service, unlimited image
hosting, photo tagging, user privacy control, sharevertising, subscription service with a „follow‟
button, voice calls and high popularity.
Figure 4.2: Facebook
The site is also a potential tourist source market due to its polarity in:
United States with 168.8 million members
Brazil with 64.6 million members
India with 62.6 million members
Indonesia with 51.4 million members
Mexico with 40.2 million members
All of the above total 309 million members or about 38.6% of Facebook's 1 billion worldwide
members (Wikipedia, January 2013)
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4.3 Foursquare
Foursquare is a location-based social networking website for mobile devices, such as smartphones.
Users "check in" at venues using a mobile website, text messaging or a device-specific application by
selecting from a list of venues the application locates nearby. Location is based on GPS hardware in
the mobile device or network location provided by the application. Each check-in awards the user
points and sometimes "badges".
The research findings revealed that foursquare is 30% mobile ready (Figure 4.2) because it was built
for mobile devices as its main medium of access. Its services are highly dependent on rewarding users
(30%). Foursquare is location based (10%), personal and professional (10%), a social networking
service (10%) and 10% well known among social media users.
Figure 4.3: Foursquare features
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4.4 Instagram
The dominant feature of Instagram is image hosting (30%) or online photo-sharing (20%). It is also a
social networking service (10%) that enables its users to take pictures, apply digital filters to them,
and share them on a variety of social networking services, such as media sites including Facebook or
Twitter (Figure 4.3). A distinctive feature is that it confines photos to a square shape in contrast to the
4:3 aspect ratio typically used by mobile device cameras. On February 27, 2013, Instagram
announced that they had 100 million active users a month, only two years and a half after first
launching (Wikipedia, 2013).
Figure 4.4: Instagram features
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4.5 LinkedIn
LinkedIn Corporation is 23% personal and professional, 15% popular, interactive and a sharevertising
platform. It is a social networking website for people in professional occupations. It is mainly used
for professional networking. As of January 2013, LinkedIn reports more than 200 million acquired
users in more than 200 countries and territories.
As of October 2011, LinkedIn had over 14 million students and recent college graduates as members.
As of November 2012, LinkedIn announced it had 187 million members. LinkedIn saw a 10 to 15
million member per quarter growth rate throughout 2012.
In January 2013, the countries with the most LinkedIn users were:
• United States with 74 million members
• India with 18 million members
• United Kingdom with 11 million members
• Brazil with 11 million members
• Canada with 7 million members
Figure 1.5: LinkedIn features
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4.6 Twitter
Twitter is the most mobile ready social media platform (Figure 4.5); it can be used completely
without internet access. It has a version of the website for mobile devices as well as SMS and MMS
service. Twitter is an online social networking service and microblogging service that enables its
users to send and read text-based messages of up to 140 characters, known as "tweets".
Twitter is extremely popular (Figure 4.5) because a word, phrase or topic that is tagged at a greater
rate than other tags is said to be a trending topic. Trending topics become popular either through a
concerted effort by users or because of an event that prompts people to talk about one specific topic.
These topics help Twitter and their users to understand what is happening in the world.
On September 7, 2011, Twitter announced that it has 100 million active users logging in at least once
a month and 50 million active users every day. It has also confirmed to be the biggest social media
network in Japan, with Facebook following closely in second, making Japan the only country in the
world where Twitter leads Facebook.
Figure 4.6: Twitter features
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4.7 Youtube
YouTube is a video-sharing website (Figure 4.6). It is a powerful medium for social media
advertising (sharevertising); it can be accessed on mobile devices and serves both personal and
professional functions. Viral videos on Youtubecan get visibility of up to 1billion views.
Figure 4.7: YouTube
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4.8 Marketing potential of social media platforms
Of all the nineteen (19) themes analyzed, it was found that Twitter has the highest features of
marketing significance (22%) followed by Facebook (19%) and Linkedin 18%. Instagram, YouTube
and Foursquare are averagely of equal significance (14%). Twitter stands out because of its ease of
access and use via mobile phones, its ease of use because of the subscription service and interactive
dialogue. It is a social networking service that is useful for personal and professional functions but
most importantly it is the only social media platform that has had the greatest social impact
worldwide.
According to an analysis of accounts, the heads of state of 125 countries and 139 other leading
politicians have Twitter accounts that have between them sent more than 350,000 tweets and have
almost 52 million followers.
Figure 4.8 : Marketing potential of platforms
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4.9 Comparative analysis of social media features significant to marketing
According to figure 4.8, the most social media feature significant to marketing is mobile accessibility.
Followed by sharevertising. Personal and professional functions are also important features when
considering social media marketing. Usage of social media platforms as tourism target market is at
dismal low because social media has not been widely adopted as a marketing channel to attract
tourists.
Figure 4.9: A comparative analysis
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4.10 Internet penetration
Global statistics show the continuous growth in Internet penetration and demographic characteristics
of online population getting to resemble the general population (Figure 4.9). The average age of
Internet users is rising in tandem with that of the general population, and racial and ethnic
characteristics are more closely mirroring those in the offline population (eMarketer, 2010). More
interesting to this study is the fact that over 90% of people between age of five and 17 use the Internet
on a regular basis (Turban et al., 2008). These younger people are more familiar with the Internet than
other media such as radio and television. When they grow into the economically active population,
the Internet will be the most influential medium in business.
A whole system of ICTs and the Internet has been rapidly diffused throughout tourism sectors
(Buhalis, 2004; Buhalis & Law, 2008; Poon, 1993; Werthner & Klein, 1999). Subsequently, online
travel bookings and associated travel services are recognized as one of the most successful e-
commerce implementations, with estimates of sales of $73.4 billion in 2006 (Turban et al., 2008).
Locally, internet usage has grown rapidly due to high demand and increae in mobile device usage.
The estimated number of Internet users rose by 21.55% from 14.30 million users to 17.38 million
(CCK, 2012).
The internet is the major form of advertising adopted by KTB through its various websites- Magical
Kenya (www.magicalkenya.com) being their major official website.
Figure 4.10: World Internet users
Source: http://www.internetworldstats.com/stats.htm
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CHAPTER FIVE
DISCUSSION, CONCLUSION AND RECOMMENDATIONS
5.1 Discussion
So far there has not been a very clear definition of social media among academics. This is because
social media is a process. The study found that its shape and functionality depends on many themes
which make it constantly change and evolve. Results confirmed by previous researches (Weinberg
2009, Zarrella 2010 et al) explains that social media is a process that empowers individuals to
promote their websites, products or services through online social channels and to communicate with
and tap into a much larger community that may not have been available via traditional advertising
channels.
This study focused on social media platforms that are most popular and in use by KTB. Facebook,
Twitter, YouTube, LinkedIn, Instagram and Foursquare were analyzed for features with marketing
significance, in order to draw conclusions about the role of social media in marketing and thus,
identify their marketing opportunities to KTB and suggest potential ways of using social media in the
KTB‟s marketing and promotional activities.
This study reports a continuous growth in Internet penetration and demographic characteristics of
online population getting to resemble the general population in Kenya tourism source markets. It has
been pointed out that North America leads the world for social network penetration, UK, France,
Germany, Spain being top users of social media tools. Twitter which is the most potent (22%) social
media marketing tool according to this study has a very high penetration in BRICS countries. Brazil
leading with 24% followed by India, Russia and China.
More interesting to this study is the fact that the social media feature that is most significant to
marketing is mobile accessibility, followed by sharevertising. Twitter and Foursqure are built on the
premise of mobile accessibility. Facebook, YouTube, LinkedIn and Instagram also have their mobile
equivalents. In the near future, the outlook for Internet access devices will be more diverse according
to Ericsson (2012) predicting smartphones will soon outnumber both tablets and PCs. Locally, CCK
(April 2012) indicates that there are approximately 28.08 mobile subscriptions in Kenya and 99% of
internet access is from a mobile device. Personal and professional functions are also important
features when considering social media marketing.
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These findings open up (new) opportunities for KTB, to further exploit social media in their
promotional activities since most of the incoming tourists are already using these new technologies
and Kenyans as well. However, in order to take advantage of the marketing potential of social media,
it is crucial to acknowledge its role in travelers‟ decision making process and the characteristics
influencing its usage especially by young people below 35 years of age, who are travelling outside
their families, and whose primary motives for travelling are generated by tourism experiences, extra-
curricular activities and sports oriented activities but does not include business reasons. This is
because Mirza (2005) believes that youth travel is the fastest growing travel market segment,
surpassing even ecotourism and cultural tourism.
Trip Advisor reported greater benefits from sharevertising as a method of promoting destinations
online. Travelers use social media for its fast communication abilities and for reviewing others‟
experiences. Therefore, reaching other travelers‟ recommendations and comments in a cost effective
way are clearly considered important for all travelers. Sharevertising is also available on Facebook,
Twitter, YouTube, LinkedIn, Instagram and Foursquare. Youth tourists are not hostile to the official
promotions placed in social media; they even perceive it as modern and proactive approach, though
the content of the promotion still plays a significant role.
All these above stated give an indication to KTB which type of social media they should mainly
center their promotional or revenue generating strategies, which target group of tourists they should
consider and at which travel planning phase they should focus on when exploiting social media.
5.2 Implications for future research
This undergraduate project studied social media marketing opportunities for tourism. Even though this
research has pointed out some possible directions of how KTB can benefit from social media, it
would be necessary to conduct more research with different data design among the different types of
travelers and age groups of tourists visiting Kenya in order to effectively design their exact
promotional tools in social media. Further research could find answers to the question of how to address
the challenges associated with the use of social media as a tourism marketing tool and if social media
compromises productivity and security?. Social Media marketing is a relatively new field, and
therefore it is hard to find studies that have measured the effectiveness of a Social Media marketing
program.
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6.0 CONCLUSION
While there is a growing interest in social media marketing in the Kenya tourism industry, social
media by itself do not influence decision makers but rather it is the content and more specifically the
content creators that carry the influence. However, social media enables the spread and reach of a
message sent out, in addition when social media is used by influencers the content is carried with
authority which makes its impact very significant.
New marketing methods are potentially capable of boosting a company's client base; they may not be
able to fulfill what traditional marketing does for businesses. Traditional marketing techniques have a
high success rate and are proven. Whereas web based applications such as social media are subject to
clients or customers having access to an online medium and being Internet savvy, the messaging can
be built around tourist attractions, services, people, organizations, ideas, news or any other relevant
theme.
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7.0 RECOMMENDATION
Recommendations were made by extracting the social media features of marketing significance from
existing literature and the empirical data. The main social media marketing tactics this study proposes
was guided by the marketing mix which according to Kotler and Armstrong (2006, 50) the marketing
mix is a set of controllable, tactical marketing tools that the company blends to produce response in
the target market. It consists of everything KTB can do to influence the demand for tourism product.
Table 7.0: 4Ps of Social Media Marketing
4Ps of social media marketing
Product:
(multimedia
content)
Place:
(target
audience)
Promotion:
(tactics)
Price:
(cost of use)
Attractions,
Services,
People,
Organizations,
Ideas,
News,
information
Website Provide useful facts, photos and videos of the
destination
Provide a route planner for the destinations
Include places to stay and things to do at the
destination as well as booking facilities.
Intuitive interfaces
KTB should stimulate visitors to sign a guest book
online and help them create personal brochures to
build own guidebook to the destination.
Mailto: e-mail link to allow visitors contact KTB
Adapt brochures to web framework
Customer support through FAQs and live chats
Join a banner exchange program
Saves
money on
printed
brochures
Paid online
ads and paid
offline ads
to be used
YouTube
Foursqure
Flickr
Trip Advisor
Google+
Before embarking on social media marketing, KTB should map out the specific business goals. There
are only three true business goals which are increasing the revenue, lowering the costs, or improving
the customer satisfaction. These goals steer the marketing programmes on the high level. Sterne
(2010, 5-6.).
Moreover, to enhance social media usage onsite, KTB could cooperate with software developers to
design specific features for mobile devices such as image recognizing software that links together
with travel reviews.
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Expertise is crucial to implementing a social media strategy. Skilled social media personnel who can
blend a humorous approach to deliver its message in a funny manner will be an important element of
social media marketing since it makes the message more of entertaining than advertising.
Getting people to socialize around the Magical Kenya brand, through its existing online platforms,
Facebook page, Twitter account, YouTube channel, Flickr account and its various websites is a good
way to build a brand identity.
To get feedback, KTB can organize tourists‟ get togethers via Google hangouts, Facebook groups and
chat. Sharing the experience is a better way to get feedback than distributing questionnaire at the
airport because the participants are volunteering information and are not restricted to standard
questions. This way a standard questionnaires can still be used but in a participatory way.
The success of social media content lies in its persuasive power. Comments, likes, views, retweets,
shares are some common metrics for measuring success of social media content in terms of reach to
target audience. However, it is hard to measure how many people targeted are converted into
consumers.
KTB should continue using its diverse media/communication mix to ensure communication with all
segments of a heterogeneous market, such as the various forms of printed media, electronic media or
Web pages. But should not ignore social media applications that has brought with it new
communication methods of communicating with the consumer.
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8.0 REFERENCES
Armstrong, G., & Kotler, P. (2006). Principles of Marketing 11th
Edition, New Jersey, Prentice hall
Bansal, G., and Chen, L (2011). “If they Trust our E-commerce Site, Will They Trust our Social
Commerce Site Too? Differentiating the Trust in Ecommerce and S-commerce: The Moderating Role
of Privacy and Security Concerns,” Proceedings of the 6th Midwest Association for Information
Systems Conference, Omaha, Nebraska.
Buhalis, D., and Law, R. (2008). Progress in information technology and tourism management: 20
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Broadband Commission (September 2012). The state of broadband: Achieving digital inclusion for
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Barwise, P., Elberse, A. and Hammond, K. (2006). Marketing and the Internet. In B. Weitz& R.
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Constantinides, E., & Fountain, S. J. (2008).Web 2.0: Conceptual foundations and marketing
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Li, C., &Bernoff, J. (2008). Groundswell: Winning in a World Transformed by Social Technologies.
Harvard Business Press.
Center for the Digital Future (2008). Annual Internet survey by the Center for the Digital Future finds
shifting trends among adults about the benefits and consequences of children going online. Los
Angeles, CA: Center for the Digital Future, University of Southern California.
Retrieved 15/10/2012 from http://www.digitalcenter.org/pdf/2008-Digital-Future-Report-Final-
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9.0 APPENDICES
Appendix I: Research Instruments
9.1 Quotations
All objects sorted by creation date
______________________________________________________________________
HU: social media analysis
File: [C:\Users\Amos\Documents\Atlas analysis data\social media analysis.hpr7]
Edited by: Amos
Date/Time: 2013-03-18 05:14:00
______________________________________________________________________
Editing period : 2 hours
First object created: 2013-03-16 19:27:43 (HU: social media analysis)
Last object created: 2013-03-16 21:48:42 (Code Family: social)
(2013-03-16 19:27:43) HU: social media analysis
(2013-03-16 19:28:41) Primary Doc: P 2: Foursquare.docx {8}
(2013-03-16 19:28:41) Primary Doc: P 1: Facebook.docx {14}
(2013-03-16 19:28:42) Primary Doc: P 5: Twitter.docx {8}
(2013-03-16 19:28:42) Primary Doc: P 4: LinkedIn.docx {8}
(2013-03-16 19:28:42) Primary Doc: P 3: Instagram.docx {5}
(2013-03-16 19:28:43) Primary Doc: P 6: YouTube.docx {6}
(2013-03-16 19:31:47) Code: social networking service {6-0}
(2013-03-16 19:31:47) Quotation: 1:1 Facebook is a HYPERLINK "http:.. (2:2)
(2013-03-16 19:32:35) Code: mobile ready {10-0}
(2013-03-16 19:32:35) Quotation: 1:2 Facebook has over HYPERLINK "h.. (2:2)
(2013-03-16 19:33:29) Quotation: 1:3 HYPERLINK "http://en.wikipedi.. (2:2)
(2013-03-16 19:33:29) Code: personal and professional {6-0}
(2013-03-16 19:37:43) Quotation: 1:4 In May 2005, Accel partners in.. (4:7)
(2013-03-16 19:37:43) Code: very popular {3-0}
(2013-03-16 19:38:30) Quotation: 1:5 Users can create profiles with.. (10:10)
(2013-03-16 19:40:22) Code: privacy control:self {2-0}
(2013-03-16 19:40:22) Quotation: 1:6 To allay concerns about privac.. (12:12)
(2013-03-16 19:42:10) Quotation: 1:7 One of the most popular applic.. (19:19)
(2013-03-16 19:42:10) Code: image hosting:unlimited {2-0}
(2013-03-16 19:43:37) Code: photo tagging {1-0}
(2013-03-16 19:43:37) Quotation: 1:8 Photos application is the abil.. (20:20)
(2013-03-16 19:45:40) Code: sharevertising {7-0}
(2013-03-16 19:45:40) Quotation: 1:9 Facebook launched HYPERLINK "h.. (25:25)
(2013-03-16 19:46:45) Code: IM {1-0}
(2013-03-16 19:46:45) Quotation: 1:10 A new Messaging platform, code.. (30:31)
(2013-03-16 19:47:55) Quotation: 1:11 Since April 2011, Facebook use.. (33:36)
(2013-03-16 19:47:55) Code: voice calls {1-0}
(2013-03-16 19:49:06) Code: subscription service:follow {2-0}
(2013-03-16 19:49:06) Quotation: 1:12 On September 14, 2011, Faceboo.. (37:39)
(2013-03-16 19:52:52) Code: tourists source market {2-0}
(2013-03-16 19:52:52) Quotation: 1:13 In January 2013, the countries.. (63:68)
(2013-03-16 19:56:58) Quotation: 1:14 Facebook has affected the soci.. (84:84)
(2013-03-16 20:04:24) Quotation: 2:1 Foursquare is a location-based.. (2:2)
(2013-03-16 20:04:24) Code: location based {2-0}
(2013-03-16 20:05:03) Quotation: 2:2 HYPERLINK "http://en.wikipedi.. (2:2)
(2013-03-16 20:06:51) Quotation: 2:3 Foursquare is the second itera.. (4:4)
(2013-03-16 20:07:18) Code: known {2-0}
(2013-03-16 20:08:23) Quotation: 2:4 Foursquare is a web and mobile.. (5:5)
(2013-03-16 20:09:53) Quotation: 2:5 Users are encouraged to be hyp.. (5:6)
(2013-03-16 20:10:52) Code: reward scheme {4-0}
(2013-03-16 20:10:52) Quotation: 2:6 Mayorship If a user has checke.. (8:11)
(2013-03-16 20:12:47) Quotation: 2:7 Scoring Each time the user che.. (14:28)
Page | 40
(2013-03-16 20:14:03) Quotation: 2:8 Foursquare Brands allows compa.. (30:33)
(2013-03-16 21:08:26) Code: photo sharing service {1-0}
(2013-03-16 21:08:26) Quotation: 3:1 photo-sharing (2:2)
(2013-03-16 21:08:50) Quotation: 3:2 social networking service that.. (2:2)
(2013-03-16 21:13:15) Quotation: 3:3 Instagram was created by Kevin.. (3:7)
(2013-03-16 21:15:03) Quotation: 3:4 On August 9, 2012, English mus.. (11:11)
(2013-03-16 21:15:52) Quotation: 3:5 There are basic Terms of Use t.. (8:9)
(2013-03-16 21:16:41) Quotation: 4:1 a HYPERLINK "http://en.wikiped.. (2:3)
(2013-03-16 21:17:32) Quotation: 4:2 United States with 74 million .. (9:13)
(2013-03-16 21:19:09) Quotation: 4:3 A contact network is built up .. (17:24)
(2013-03-16 21:22:42) Code: intergration-mashups {3-0}
(2013-03-16 21:22:42) Quotation: 4:4 In October 2008, LinkedIn enab.. (31:31)
(2013-03-16 21:23:47) Quotation: 4:5 In October 2008, LinkedIn enab.. (31:32)
(2013-03-16 21:24:04) Quotation: 4:6 A mobile version of the site w.. (34:35)
(2013-03-16 21:24:28) Code: interactive dialogue {4-0}
(2013-03-16 21:24:28) Quotation: 4:7 LinkedIn also supports the for.. (37:40)
(2013-03-16 21:24:45) Quotation: 4:8 The feature HYPERLINK "http://.. (26:26)
(2013-03-16 21:25:59) Quotation: 5:1 Twitter is an online HYPERLINK.. (2:2)
(2013-03-16 21:27:06) Quotation: 5:2 "the HYPERLINK "http://en.wiki.. (3:4)
(2013-03-16 21:29:14) Quotation: 5:3 HYPERLINK "http://en.wikipedia.. (19:26)
(2013-03-16 21:30:17) Quotation: 5:4 Users can group posts together.. (28:31)
(2013-03-16 21:31:14) Quotation: 5:5 There are numerous tools for a.. (38:38)
(2013-03-16 21:31:36) Quotation: 5:6 Mobile Twitter has mobile apps.. (41:42)
(2013-03-16 21:32:01) Quotation: 5:7 Rankings Twitter is ranked as .. (46:47)
(2013-03-16 21:34:00) Quotation: 5:8 Television, rating Twitter is .. (67:69)
(2013-03-16 21:34:33) Code: video sharing service {1-0}
(2013-03-16 21:34:33) Quotation: 6:1 YouTube is a HYPERLINK "http:/.. (2:2)
(2013-03-16 21:34:59) Quotation: 6:2 Most of the content on YouTube.. (3:4)
(2013-03-16 21:36:18) Quotation: 6:3 Uploading All YouTube users ca.. (11:12)
(2013-03-16 21:37:58) Quotation: 6:4 Some HYPERLINK "http://en.wiki.. (25:27)
(2013-03-16 21:38:54) Quotation: 6:5 On June 19, 2007, Google CEO H.. (29:35)
(2013-03-16 21:39:59) Quotation: 6:6 While other HYPERLINK "http://.. (44:49)
(2013-03-16 1:48:42) Code Family: social (0)
Page | 41
9.2 Code sheet (Atlas.ti output)
CODES-PRIMARY-DOCUMENTS-TABLE
Report created by Amos - 03/16/2013 10:57:28 PM
HU: [C:\Users\Amos\Documents\Atlas analysis data\social media analysis.hpr7]
Code-Filter: All [19]
PD-Filter: All [6]
Quotation-Filter: All [49]
Units of analysis P 1: P 2: P 3: P 4: P 5: P 6: TOTALS:
1 IM 1 0 0 0 0 0 1
2 image hosting:unlimited 1 0 1 0 0 0 2
3 interactive dialogue 0 0 0 2 2 0 4
4 intergration-mashups 0 0 0 1 2 0 3
5 known 0 1 1 0 0 0 2
6 location based 0 1 0 0 0 1 2
7 mobile ready 1 3 0 1 3 2 10
8 personal and professional 2 1 0 1 1 1 6
9 photo sharing service 0 0 1 0 0 0 1
10 photo tagging 1 0 0 0 0 0 1
11 privacy control:self 1 0 1 0 0 0 2
12 reward scheme 0 3 1 0 0 0 4
13 sharevertising 1 0 1 2 2 1 7
14 social networking service 2 1 1 1 1 0 6
15 subscription service:follow 1 0 0 0 1 0 2
16 tourists source market 1 0 0 1 0 0 2
17 very popular 1 0 0 1 1 0 3
18 video sharing service 0 0 0 0 0 1 1
19 voice calls 1 0 0 0 0 0 1
TOTALS: 14 10 7 10 13 6 60