Gearing up for inclusive tourism in Australia

UD-logo-200x200Edited transcript from live captioning of Bill Forrester’s presentation: Utilising Universal Design on “Soft Infrastructure” for Competitive Advantage and Greater Economic Returns

Synopsis: This presentation explains the importance of customer service in tourism, and that many tourists now, and in the future, will have a disability and many more will be ageing. Gearing up as in industry in Australia has been slow and there are missed opportunities. Bill Forrester uses examples from overseas to show how we can improve the design of tourism opportunities.

Bill Forrester Presentation transcript PDF

Bill Forrester Presentation transcript Word

Bill Forrester Slideshow PDF 6MB  


Customer Engagement in Tourism Services

Front cover of the toolkit.The “Universal Design for Customer Engagement Toolkit” provides comprehensive best practice guidance on achieving better customer communication.

In 2013, Irish Standard (I.S.) 373:2013 ‘Universal Design for Customer Engagement in Tourism Services’ was published by NSAI, the National standards Authority of Ireland.

These Toolkits were developed to help businesses apply the guidance provided in the standard. It provides practical and useful guidance on how to use Universal Design as a tool for better engaging with customers.

Go to the Centre for Excellence in Universal Design (Ireland) website to download the toolkits and video case studies for:

  • Business Objectives and Overview
  • Written Communication
  • Face-to-Face, Telephone & Video Communication
  • Electronic & Web Based Communication