Thesis submitted in partial fulfilment of the requirements for the degree Magister Technologiae: Public Relations Management in the Faculty of Informatics and Design at the Cape Peninsula University of Technology / Introduction This research explores effective communication within tourism to answer the research question “What are the communication needs of the same day rail visitor in Cape Town?” The research sub-questions are namely: Who is the same day rail visitor in Cape Town? What are the same day rail visitors’ communication needs? What are the same day rail visitors’ information search preferences? How does the same day rail visitor perceive rail tourism communication? What are the same day rail visitors’ product attributes? Literature review Using a theoretical framework anchored by Lumsdon and Page’s (2004) tourist-transport interface, Fodness’s (1994) tourism motivation theory, as well as information search (Fodness & Murray, 1997), this quantitative research considers how the same day rail visitor obtains tourist destination information and the influence of that information on their transport decisions to reach the tourist destination. Destination image (Beerli & Martin, 2004a) plays a key role in influencing the purchase behaviour of tourists as those destinations with a strong positive image, have a better chance of being selected by tourists in their travel decision process. Furthermore the literature explores effective communication and its ability to link the tourist with the destination (Hall, 1999), and the role of public relations in establishing rail tourism in Cape Town (Stacks, 1992; Grunig & Hunt, 1984: Van Ruler, 2004). Design and methodology A quantitative empirical, research design was selected for this limited scope thesis. The study used a single, structured, self-administered and pre-tested questionnaire. This questionnaire was distributed to convenience samples of same day rail visitors on board the tourism train to either Simon’s Town or Stellenbosch. While the non-probabilistic sample cannot be generalised into a broad overview of the same day rail visitor; it can offer insights into the communication needs of the rail tourist. Key findings The key findings to this research were: The same day rail visitor in Cape Town is mainly local South African, travelling in a family or friend group and using rail for the first time. • Understanding ‘information search’ behaviour is the key to meeting the communication needs of the same day rail visitor as while both men and women seek information, but they seek information differently and use different information sources, with the message and channel being important. • The same day rail visitor uses a variety of communication channels to find information. • The same day rail visitor was disappointed in some of the promotional communication as it over promised on the destination image (trip). • Cape Town rail service is doing an ‘average’ but not a good job in communicating rail tourism information. • Effective communication channels for trip experience and feedback were email and social media (Facebook and Twitter). • The same day rail visitor uses a variety of communication channels to communicate with, and to receive communication from, Cape Town rail service. • The same day rail visitor requires relevant information that enables them to make a purchase decision. • The majority of same day rail visitors obtained knowledge about the tourist service via promotions on Groupon and thereafter from family, friends and the internet. • Personal safety and security are very important product attributes (88 %). • Cross-transport inter-connections, preferably at railway station, were essential to 90% of the respondents. • The same day rail visitors’ product needs are matched by their experiences. Recommendations Future study is recommended to consider whether improved communication on the trains and stations to the ‘to work’ commuters and ‘anything but work’ commuters, would extend their patronage to include same day rail visitor. It is recommended that further studies explore whether a causal relationship exists between the prices of the Groupon same day rail visitor package and purchase decisions of rail tourists in Cape Town.

A thesis submitted to the Faculty of Engineering and the Built Environment, University of the Witwatersrand, Johannesburg, in fulfilment of the requirements for the degree of Doctor of Philosophy. Johannesburg, 2017 / The principle focus of this research is to provide a novel approach to accident investigation theory by focusing on the investigation process itself as a complex system. A number of systemic factors inherent in this system impact on the effectiveness (accuracy, quality, validity, reliability and objectivity) of railway investigations. There is a need to explore why railway occurrences remain high in South Africa, despite railway Operators investigating occurrences. If occurrences are investigated, why then do the number of events remain unchanged? Ineffective investigations impact on the accuracy of the findings identified and the suitability of the recommendations. Added to this is the failure of implementing recommendations from investigations contributing to the high number of occurrences and repeated occurrences. Complex influencing factors inherent within the railway system influence the actual investigation process and therefore its effectiveness. This is despite interventions put in place by various organisations, industries, and sectors to improve railway safety. A critical review of the literature, in terms of accident investigation theory, indicates that the current research targets various approaches, methods and models to determine why accidents occur; from a human, technical, or system perspective. The literature focusses on accident causation by addressing the system and its role in contributing to such events. However, very little critical analysis exists on the actual investigation process of accidents as a complex system in its own right, and its contributory role in the ongoing high number of accidents. Rasmussen’s (1997) Risk Management Framework is used in this research to illustrate the South African railway system hierarchy. A qualitative mixed methods approach using triangulation was adopted. Methods included a print media analysis of reported railway accidents, document analyses of governance documents, analyses of railway investigation reports, semi-structured interviews with railway investigators and observations of investigation inquiries. Thematic content analysis was conducted to identify the themes emerging from the data. The results indicate that systemic factors influence the manner in which occurrences are investigated. Examples include no National Rail Policy, limited resources to investigate, shortage of skilled investigators, absence of investigator training, non-compliance to governance documents, an underinvestment in rail, financial constraints, and a blame culture. An Accimap summarises the systemic factors impacting on the effectiveness of the accident investigation process, its outcomes and the recurrence of accidents. Conclusions demonstrate that the accident investigation process is indeed an example of a complex system. Systemic factors collectively behave to influence the effectiveness of the investigation process, but also on the bigger rail socio-technical system which impacts on the safety, reliability and efficiency of the South African railway system. The theoretical contribution of this research is identified in the useful and novel application of Rasmussen’s (1997) Risk Management Framework to illustrate that the accident investigation process is an example of a complex system. Adjustments to Rasmussen’s (1997) Risk Management Framework were made in order to contextualize it to the problem of this research, confirming the importance and application of Rasmussen’s work in the system of accident investigations and not only in accident causation. / MT 2018