Tourism Tribe's Help Centre

Hi 👋, I am Molly

I am Tourism Tribe's Program Coordinator and Customer Service Advocate.

We have created these FAQs to help you make the most of your Tourism Tribe experience.

Be sure to check them out by clicking the link in the Table of Contents or heading straight to the question. You will find screenshots and videos to help you.

If anything is still unclear, feel free to reach out on Live Chat.

Table of Contents

General FAQs

Tourism Tribe's mission is to support small and medium-sized Tourism businesses by giving them access to digital tools and knowledge to increase productivity, profitability and time savings in their business.  We want to point you in the right direction, motivate you and inspire you to make positive changes.  We offer this through our Tourism Tribe memberships, online training courses, digital health checks, online coaching, support forum and more. 

There are so many reasons to love being a member of Tourism Tribe!

  • We are here when you need us, with options to access Digital help and advice 24/7
  • Membership inclusions offer incredible value for money consisting of a digital Mini-Course Library, live training discounts and industry discounts. You can even upgrade to receive access to our Premium support options.
  • No matter the size of your team or where you are located, you never have to feel alone in your digital journey as we offer our support remotely
  • Our Tourism Tribe support team are skilled and experienced and have already helped the thousands who have entrusted us with their digital needs - saving them time, money and sanity!
  • You have the support, knowledge and camaraderie of hundreds of fellow Tourism Tribe members 
  • Can we welcome YOU to the Tribe? Yes? Click - HERE!

We have courses to suit all abilities, schedules and budgets.  Follow these links to find out more about our current courses:

  • For info on our 6-week Foundation course "Digital Bizkeeper 101" head to the course page - HERE
  • For info on our 'Mini-Course Library' - over 30 bite-sized, easy to digest courses - check it out - HERE
  • For info on our FREE Smart Tourism Marketing System course or webinar go to the course page - HERE

No, and all of our courses are delivered in plain English, not technical jargon!

That said, you will need to have basic digital literacy skills to be able to work through the course materials (i.e. you should be comfortable using a computer and navigating the internet).

Yes, to some extent we can. However, all of our courses and training content are designed for people with at least a competent level of digital literacy in an business environment. This means you must know your way around: a computer, a printer, basic software, a browser, a digital calendar, adding / removing items to your cart. You must also understand how to use email, online video conferencing tools such as Zoom, Google Meet etc.

If you feel that you will need a lot of assistance in learning to use your computer, navigating the internet and apps on your mobile phone, you might like to look for some other resources that can assist you with building your confidence.

We recommend the learning service Be Connected. This is an Australian Government initiative aimed at increasing the confidence, skills and online safety of Australians in using digital technology. The Be Connected topic library has lots of resources on a range of topics including the absolute basics, cyber safety, how to use specific devices (e.g. apple iPad, Windows desktop, etc).

We sure do.  We offer fully interactive "Private Consultations" which our skilled Digital Strategists will completely customise to you and your business.  They will help you conquer your digital demons and leave you with actionable plan to continue on with.

We've got you.  We offer 'Fix-it-for-me' sessions conducted by a member of our skilled Tech Team who will help you fix any digital tech issue.  They'll even check your SEO, analytics and more while they're at it.
To BOOK simply head to our One-on-One booking page - HERE  
 

Yes!  We call this a Digital Engagement Health Check ™.  Our skilled Digital Strategists will manually conduct a comprehensive assessment of your business's 'digital footprint', looking at your website, Facebook, Instagram, Google My Business and more.  You will receive a detailed report outlining your opportunities and immediate actions to take to improve your online presence.

Our team has significant experience in creating marketing strategies for Tourism businesses, Regional Councils and Destination Marketing Organisations.  We have the skills, knowledge and expertise to identify the opportunities in your marketing assets and develop an actionable digital strategy to meet your goals.  We recommend you book a one on one consultation to get started.

Absolutely.  We pride ourselves on being experts in digital capability development and offer tailored workshops and business mentoring to suit the specific objectives and unique characteristics of your group.  This service offers a cohesive and cost effective way to upskill a group of operators at the same time and bring them to the same level.  We have run hundreds of workshops and dozens of state wide programs in Australia and Overseas, helping to grow the success of these destinations.
You can find more information about this service click here.

We have partnered with Monarch Institute to offer two nationally-recognised qualifications in Digital Marketing:

  • Diploma of Social Media Marketing
  • Certified Digital Marketing Professional Course (CDMP). 

    **We are pleased to offer Tourism Tribe members a 5% discount.
    To find out more click - HERE

If you're not at a stage where you're ready to purchase our service that's totally fine and we can still support you through our private Facebook Support Group. The group is free to join for any small business owner and is managed and monitored by Navii coaches. Whether you're seeking general business advice or stuck on a specific tech issue, ask the group and receive advice from our coaches as well as other business owners.

If you're seeking funding to support your business's digital development we recommend checking out our short online course Successful Grants Funding where we provide advice on how to find and apply for government grants PLUS a list of currently available grants. If you're considering applying for a grant that you can use you would like to put towards training and education with us, reach out to our customer service team to find out how we can help your application.

Email issues

Prior to going into the causes of why you may not be getting our emails, it is important for you to know that emails are just there to provide you with further information which is available on your program page. 

The only email you need from us is the first one, which tells you how to create your account.

Our emails are either sent from help@tourismtribe.com or  programs@tourismtribe.com.

Likely causes of you not getting our emails 

  1. Check your promotions/spam folders as they may have gotten filtered there by your email provider.  Search your inbox/promotions/spam folders for emails from Tourism Tribe or programs@tourismtribe.com.  Add program@tourismtribe.com and help@tourismtribe.com to your address book/contact list to ensure future emails from us get to your inbox.
  2. Double-check what email you used to join the program.  It may have been misspelled or you might be looking in the wrong inbox if you have several email addresses.
  3. If you have previously or even recently unsubscribed from Tourism Tribe, you will not be receiving any emails from us. If this is the case you will need to lodge a "change of enrolment" form. Please be aware that these changes attract a fee. However, you can always log into TourismTribe even if you have marked us as spam. Your login will work as well as any password reset email.
  4. You may have a problem with our emails being blocked by your email provider or by a firewall. Unfortunately, there is nothing we can do about this and you will need to talk to your IT support.

The important thing to understand is that even if you're not getting Zoom emails, you can go to your program page and click the link to register for the upcoming webinars. Whilst we have already invited you, this is a quick way for you to make sure you can participate as once you have registered the thank-you page will give you the direct zoom link (that also is sent via email).

All Zoom invites and reminders will come from no-reply@zoom.us. Make sure you add this to your safe senders.

If you are not receiving Zoom emails, but are receiving our emails, there are two common problems:

  • Zoom emails maybe be getting filtered to your spam/junk/promotions folder.
  • Your organisation may be blocking emails from Zoom

Please read this article by Zoom for how to solve the problem (and make sure to read right to the bottom, because the simplest possible solution is right at the end).  Unfortunately, we cannot solve this issue on our end as it is a problem between your email server and Zoom.

Please note we are not able to resend zoom links so please use the zoom webinar registration button as explained in the first paragraph.

Digital Engagement Health Check™

The Digital Engagement Health Check™. has been designed to help Tourism Businesses improve their online presence across their website, Google My Business, TripAdvisor, Facebook, and Instagram accounts. 

Tourism Tribe will conduct a ‘secret-shopper’-style assessment of your digital footprint and provide you with a 57-point report in plain English (no tech jargon here) that will show you step by step why each point you failed needs to be fixed, and how to fix it.

Once our assessor commences your Digital Engagement Health Check™ (DEHC) the process cannot be amended. Your business may benefit from purchasing a secondary DEHC so you can compare the changes your business has made.  Only one of each type of asset (e.g. Instagram) can be assessed per assessment. This means that if you have multiple accounts on any of the assessed platforms you will need to nominate only one to be reviewed.

Unlike many other health checks you may find online, ours is manually completed by our expert assessors who have received extensive training and have industry experience. The DEHC is an assessment of your digital footprint and provides you with a 57-point report in plain English (no tech jargon here) that will show you step by step why each point you failed needs to be fixed, and how to fix it.

Once your business addresses the changes outlined in the Digital Engagement Health Check™, we recommend a secondary Health Check combined with one-on-one coaching to measure your progress.  Our digital strategists will complete a secondary full Digital Engagement Health Check™ of your online assets, followed by a private 60 minute 1:1 coaching session (or three if you’re keen). These sessions are tailored to achieve YOUR objectives and fix YOUR issues based on your digital health check results. No cookie-cutter approach here!

Logging in

To log into your account, click on the "Log in" button at the top right of the Tourism Tribe website or click HERE.  Then enter your email address and password.  

To reset your password go to the Log in page and click on "Click here to reset password".  Please note you will need the original email address that your Tourism Tribe account was set up with.  We will email the details to reset your password to this email address.

Once you're logged into the Tourism Tribe website, go to the "Dashboard" tab in the main website menu and select "My Account".  Scroll down to find the menu on the left and select "Account Details".  Simply follow the prompts shown to change your password.  Please note you will need to know your current password to do this. 

Program FAQs

Email issues

Prior to going into the causes of why you may not be getting our emails, it is important for you to know that emails are just there to provide you with further information which is available on your program page. 

The only email you need from us is the first one, which tells you how to create your account.

Our emails are either sent from help@tourismtribe.com or  programs@tourismtribe.com.

Likely causes of you not getting our emails 

  1. Check your promotions/spam folders as they may have gotten filtered there by your email provider.  Search your inbox/promotions/spam folders for emails from Tourism Tribe or programs@tourismtribe.com.  Add program@tourismtribe.com and help@tourismtribe.com to your address book/contact list to ensure future emails from us get to your inbox.
  2. Double-check what email you used to join the program.  It may have been misspelled or you might be looking in the wrong inbox if you have several email addresses.
  3. If you have previously or even recently unsubscribed from Tourism Tribe, you will not be receiving any emails from us. If this is the case you will need to lodge a "change of enrolment" form. Please be aware that these changes attract a fee. However, you can always log into TourismTribe even if you have marked us as spam. Your login will work as well as any password reset email.
  4. You may have a problem with our emails being blocked by your email provider or by a firewall. Unfortunately, there is nothing we can do about this and you will need to talk to your IT support.

The important thing to understand is that even if you're not getting Zoom emails, you can go to your program page and click the link to register for the upcoming webinars. Whilst we have already invited you, this is a quick way for you to make sure you can participate as once you have registered the thank-you page will give you the direct zoom link (that also is sent via email).

All Zoom invites and reminders will come from no-reply@zoom.us. Make sure you add this to your safe senders.

If you are not receiving Zoom emails, but are receiving our emails, there are two common problems:

  • Zoom emails maybe be getting filtered to your spam/junk/promotions folder.
  • Your organisation may be blocking emails from Zoom

Please read this article by Zoom for how to solve the problem (and make sure to read right to the bottom, because the simplest possible solution is right at the end).  Unfortunately, we cannot solve this issue on our end as it is a problem between your email server and Zoom.

Please note we are not able to resend zoom links so please use the zoom webinar registration button as explained in the first paragraph.

Participant questions

Your program page is the best place to find information about your program.  All programs pages that you have access to will be listed and linked on your dashboard.

Your program page will include (if applicable):

  • an overview of what is included
  • key dates
  • links to book coaching sessions
  • the status of your Digital Health Check and a link to your Digital Health Check once completed 
  • any forms that you need to fill out

**Please note, participant specific information will only be visible on your program page when you are logged in.

Important program information, dates and links are also generally emailed to your from programs@tourismtribe.com - so check your inbox for emails from Tourism Tribe.  And even better, add program@tourismtribe.com to your address book/contact list to ensure emails from us get to your inbox.

Webinars are run through Zoom.  Links to join are emailed through Zoom (no-reply@zoom.us).

You will receive an initial invitation, as well as a reminder, 1 day and 1 hour before the webinar is due to commence.  Each of these emails will include your link to join.

If you cannot find your zoom link go to your program page and click the button to re-register.

 

All Zoom invites and reminders will come from no-reply@zoom.us.

If you are not receiving Zoom emails, but are receiving our emails, there are two common problems:

  • Zoom emails maybe be getting filtered to your spam/junk folder.
  • Your organisation may be blocking emails from Zoom

Please read this article by Zoom for how to solve the problem (and make sure to read right to the bottom, because the simplest possible solution is right at the end).  Unfortunately, we cannot solve this issue on our end as it is a problem between your email server and Zoom.

Links to join are unique so please don't share your link.

The best place to find an answer to this question is through your program coordinator.  They will generally email the successful applicants.  We then follow this up with an email including program information and instructions.

Once you have confirmed your participation and validated your details using the "Welcome to the program" email (the first email you would have received from Tourism Tribe), you are considered enrolled. 

On your My account area, you will be able to change/update at any time, at no cost:

  • First name
  • Last name
  • Business name
  • Digital Engagement Health Check ™ urls

Note that if your program components have already been initiated, these details will only be taken into consideration at the next initiation of your program components. This means that if your Digital Engagement Health Check ™ has already been queued to start, these details will not be updated until another Digital Engagement Health Check ™ gets initiated. 

Changes that need to be requested in writing

Any changes not listed above are considered a 'change of enrolment'. To do so, you need to fill out our change of enrolment request accessible from the button on your program page. 
Your request will be sent to the client and program coordinator. Please be aware that changes of enrolment that cannot be automated incur a fee. The client will contact you if this is the case to get your approval if this is the case.

Example of change of enrolment that may incur a fee:

Examples of “change of enrolment” include (but are not limited to)

  • Change of email address and/or contact details of the participant
  • Change of program participant (e.g. staff member has left the business)
  • Re-subscribing a participant that unsubscribed or marked our emails as spam.
  • Change of asset urls for the Digital Engagement Health Check ™ once it has been initiated (which happens immediately when the participant is onboarded.
    Note: If the participant wants to update their asset URLs for us to consider in their subsequent Digital Engagement Health Check, they can do so by themselves from their Account detail area of their ‘My Account’ area. Note that these details will only be taken into consideration for their subsequent Digital Engagement Health Check ™ if it has not yet been initiated. Doing so after it has been initiated will be considered a change of enrolment.
  • Requesting the DHEC ™ to be completed at a different time
  • Requesting the coaching to be brought forward or completed post-coaching timeframes.

All courses that you have access to can be found on your dashboard.  You can quickly navigate to your dashboard from your program page from the button under quick access beside your action items.

      1. Navigate to TourismTribe.com and login with your username and password. Reset your password if you can't remember it by clicking the password reset link
      2. You will be redirected to your Dashboard (if not, click Dashboard in the menu)
      3. Look for a link to your program page on your Dashboard or click the green "My Program" on the navigation menu
      4. You will be redirected to your program page. If coaching is included in your program you will find a coaching area similar to the one below. Click the Book Coaching button
      5. You will be redirected to the coaching booking page. Filter by the topic you’d like to focus on. Select a coach, date and time for your coaching session. Once you have booked your booking is automatically confirmed. Look for a confirmation email in your inbox. If you use a digital calendar this booking would have automatically been added to it.  Familiarise yourself with the information in the confirmation email. Notice the special links to book or reschedule. 
      6. You can now book coaching sessions 6 months in advance.

Once you have booked a coaching session, you will have until 24h prior to the session to reschedule or cancel the session. Else it will be considered forfeited.

To reschedule or cancel you must follow the below steps:

  • Look for your original confirmation email in your inbox or search your calendar. Use the search term "tourismtribe.com" if you can't find it. Please check your spam and your bin.
  • Click the reschedule or cancel, as per screenshots below.
  • The confirmation email will come notifications@calendly.com
Example of a calendly booking in your inbox.
Example of a Calendly booking in your calendar.

The below may or may not be included in your program. Check your program page for inclusions.

Twice monthly, you may enjoy the security and support of our team via our Live Group Coaching Calls. These are small group support calls where we’ll do our best to answer any strategic & marketing questions or troubleshoot any technical questions you may have. They occur at pre-scheduled dates and times, twice a month.  You need to sign up for every coaching call you’d like to attend as they’re delivered in our Zoom meeting room so have your mic and camera on as everyone is here to help each other and everyone will be able to see and hear you. Visit the support calls page  to view the timetable and book.

The below may or may not be included in your program. Check your program page for inclusions.

All of our sessions are tailored to achieve your objectives and fix your own issues. You can expect our session to be hands-on, full of advice and we will most likely share screen and be able to fix issues right there on the spot by taking control of your mouse.

For example, we could:

  • improve your website’s Search Engine Optimisation by structuring your page’s content to follow Google’s recommendations
  • configure Google Analytics
  • review and update your Google My Business listing
  • review your marketing campaigns and show you how to track their success in Google Analytics
  • offer a general project scope for all of the set up of your digital strategy
  • teach you how to write a blog post
  • set up automation with free third-party services and tools to free up your time
  • feed you Instagram images directly into your site, and so on

The Digital Health Check ™ is a tool we have developed to help you quickly assess what areas of your online presence need improvement to provide a better online experience to your potential clients. 

The Digital Health Check is a very detailed assessment of your business’s online presence. It provides a thorough analysis of important aspects of your website, Facebook, Instagram, Google My Business and TripAdvisor profile.

Tourism Tribe will conduct a scan against detailed criteria for each platform with recommendations on how to improve in these areas.

Not all programs include a Digital Engagement Health Check ™. You can always buy one separately here. 

 

In order to complete a Digital Engagement Health Check ™ of your business we have collected information such as:

  • Website URL
  • Facebook URL
  • Instagram URL
  • TripAdvisor URL
  • Your industry sector

These details were provided by yourself either at the:

  • expression of interest stage through your tourism organisation/council
  • on our TourismTribe checkout page when you signed up for a product/package or program yourself. 

If you have joined us via an expression of interest, we will show you the details provided when we send you the enrolment email.

Once you confirm your enrolment using the link provided and click the confirmation on our account creation page, these details will be final and will not be able to be modified. 

Note: we send you 2 email and sms reminders to check the details provided. If we haven't heard from you after these reminders you will be automatically enrolled and won't be able to modify your details.

Before setting up your account in TourismTribe you will receive an email to confirm the participant name. It is important you pay attention to this email as all program components (e.g. zoom, Digital Health Check, coaching calls, one on ones) will be attached to this participant.

Once confirmed, this cannot be changed unless it is a case of force majeure. In this instance please contact your tourism organisation who is funding your program who will liaise with us. 

You can view and download your course certificates in the My courses and certificates section of your account and in each course.

 

Grab our Freebies

Click here to access a number of free checklists and resources available to Tourism Operators.

Brisbane
Head office

Suite 1,
57 Woodfield Rd
Pullenvale QLD 4069 
Australia

Sydney

Suite 101,
18-20 Victoria St
Erskineville NSW 2043
Australia

Melbourne

5 Molesworth St
Hawthorn East VIC 3123
Australia

Adelaide

120 Kenilworth Rd
Parkside SA 5063
Australia

Agnes Water

139 Bicentennial Dr
Agnes Water QLD 4677
Australia

Europe

36C Rte de St Cergue
1260 Nyon
Switzerland

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Our team would like to acknowledge the traditional custodians of Country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past, present and emerging and extend that respect to all Aboriginal and Torres Strait Islander peoples today. We acknowledge that the sharing of knowledge has occurred across the lands and waterways of Australia for many thousands of years. As we continue to share stories and support small tourism businesses we try to listen to the knowledge and practice that has always existed here and consider how we can contribute to the preservation of culture and Country wherever we live and work.

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