Listed as one of the world’s most liveable cities, Melbourne is now aiming to be the most visitable. Visit Victoria and Destination Melbourne have produced resources for both business and visitors. For businesses yet to get on board with being visitable, the individual visitor pages serve as examples of what to look for and what actions to take. Accessible Tourism – it’s your business resource kit has six short chapters with case studies:
Discover what you are missing Explore your local area Make low cost changes Assess your building a facilities Describe your business Promote your business Develop a business plan
The PDF version of the kit with graphics has not thought about accessibility of the document in terms of font contrast. However, the Word version addresses this and also reminds us that not all people can access a PDF document.
The Word version cuts out all the graphics and is not only more accessible for screen readers, it is also a better version for printing pages for checklists.
It’s a simple thing and doesn’t always take much to achieve. The British Beer & Pub Association has a straightforward booklet of advice and good case studies for accessibility. It dispels a lot of myths, and many of the adaptations are simple, such as easy to read menus. It covers physical, sensory and cognitive issues that potential customers might have. So joke-type symbols for toilets are not a good idea, as well as understanding that not all disabilities are visible. Excellent resource for any food and beverage venue. As is often the case, it is not rocket science or costly, just thoughtful.
Promoting the business benefits of inclusive tourism doesn’t always hit the mark. Making places inclusive and accessible seems too daunting a task for many operators. So where do people with disability like to go and what do they want to do? A photo galleryin video form from Travability gives a really good idea. While this professional photo gallery has wheelchair users in every picture, it should be remembered that wheelchair users are a small proportion of the number of people needing more inclusive experiences. However, the pictures are excellent and provide a breadth of experiences.
Note that all people pictured are real wheelchair users in their own wheelchairs. They are not models posed in a stock wheelchair. Operators and travellers can find much more on the Travability website. See the section on this website devoted to travel and tourism.
The tourism sector continues to follow the medical model of disability where it’s the fault of the individual’s body rather than the design of the world around them. This approach affects the language used in promotional material. It also reinforces the mistaken idea that accessible “products” need to be special and separate. Stefania Gandin’s article looks at the language used in the tourism sector and the way tourism and travel is promoted. Understanding the social model of disability could help operators understand it is more than just catering to a particular physical condition. It is a matter of thinking of disability as a human characteristic and not being afraid to talk about it in promotional material and websites. Or, of developing only specialised disability-specific products as being “accessible tourism”. The underpinning principle of inclusive tourism is being able to independently enjoy holiday or leisure time without any barriers or problems. The move from the terminology of “accessible” tourism to “inclusive” tourism could also help.
There will always be a need for specialist tourism products, particularly for people with physical disabilities who want adventure activities. But this does not take account of everyone, including people with health conditions who want to travel in groups. After all, many disabilities are invisible.
Abstract: This study illustrates the preliminary results of a corpus-based analysis aimed at discovering the main linguistic features characterising the promotion of tourism for special-needs travellers. Even if accessible tourism represents an important sector in the market, not only for its social and moral importance but also for its strong economic potential, detailed research on the linguistic properties of tourism for disabled people is still rather limited and mainly tends to focus on the problems of physical access rather than considering the ways to improve its promotional strategies. Through a comparative corpus-based analysis, this paper will investigate the relevant linguistic features of a corpus of promotional materials advertising holidays and tourist services for the disabled, and relate them to the communicative strategies of two other corpora dedicated to the standard and translational language of tourism. The aim of this research is to show how mainstream tourism discourse still considers disability as a taboo topic, mostly ignoring or vaguely mentioning it in the general promotion of tourist destinations. The study will also attempt to suggest new linguistic and social attitudes aimed at stylistically improving and further including the accessible tourism sector within the overall tourism promotion.
Tourism Australia has a web page titled Accessible Tourism. It is not a “how to” page. It gives a brief description of what accessible tourism is and Australian policies and legislation. Then it refers readers to a list of other organisations or guides listed below. This is not an exhaustive list, but it is a good start for tourism businesses, planners and local government.
Tourism Research Australia, in partnership with Tourism, Events and Visitor Economy branch of the Victorian Government, and Tourism and Events Queensland, commissioned a study into accessible tourism in Victoria, Queensland and Australia. The research was conducted between April and August 2017.
PhotoAbility– Stock image library featuring individuals with disabilities in travel, leisure and lifestyle settings.
Push Adventures – Push Adventures is a South Australian business, founded in 2014, that offers advice to make tourism businesses inclusive and accessible by a whole range of guests.
Sydney for All– A visitors’ guide to Sydney using universal icons to help users decide which attractions provide the appropriate level of access.
Accessible Victoria – The official tourist site for Melbourne and Victoria including information on accessible accommodation, activities and attractions and the best ways to get around in Melbourne and Victoria.
Queensland Inclusive Tourism Guide – The Queensland Government has developed a guide for making businesses more accessible and inclusive to assist tourism operators understand their legal obligations in relation to accessibility, increase their knowledge about the market for inclusive tourism, and develop strategies to improve the accessibility of their business to appeal to a wider range of visitors of all abilities and ages.
TravAbility– TravAbility is dedicated to Inclusive Tourism through education, advocacy, and by providing accessibility information for the world’s best travel destinations.
Cangoeverywhere.com.au – A website created to help seniors, baby boomers, people with disabilities and anyone with special requirements, find accessible accommodation, restaurants, activities and more around Australia.
Travellers Aid Australia – An organisation that provides simple, practical travel-related support and aid to help visitors of all backgrounds travel independently and confidently.
Vision Australia – Vision Australia (an organisation which assists those with vision impairment) has a large range of fact sheets on issues relating to people who are blind and vision impaired. The fact sheets range from accessible design for homes to customer service tips.
Inclusive Tourism: Economic Opportunities – This report is part of a project that aims to enable regional tourism businesses and local governments to improve information about and the marketing of inclusive services and products. This project is led by Local Government NSW with the University of Technology Sydney, Institute for Public Policy and Governance providing research support.
The Good Scout An Australian accessible travel platform with the mission to ensure that travellers with access needs get the holiday they want.
Including people with disability also includes people with young children in prams, older people, and people with temporary disabilities. Accessible, or inclusive tourism is about ensuring tourist destinations, products and services are accessible to everyone, regardless of their physical limitations, disabilities or age. There are more guides in a previous post.
According to a research paper on designing information kiosks, they should be designed based on the following five principles if people are going to use them: 1. Do not make me think. 2. Do not make me wait. 3. Do not allow me to feel annoyed. 4. Do not take control away from me. 5. Do not take advantage of me (do not be evil).
These principles of human–computer interface design serve as critical concepts in kiosk design. Height setting, tactile feedback, and text colour should also be considered.
In a paper from Taiwan, the authors use the seven principles of universal design for the design of kiosks in the context of tourism and user centred design. The results of the study show different preferences for different aspects of temples. For example, participants preferred interactive representations of gods, but textual and graphic content for temple carvings.
There is lots of statistical analysis to back up their claims. This study has much to offer those who design museum-type interactive kiosks for visitors. The main aim of the study was to maintain commercial development of tourism in general and visitation of temples. The title of the paper is, Cultural tourism and temples: Content construction and interactivity design.
Abstract: Cultural and creative industries have a crucial role in the post-industrial knowledge economy. However, our understanding of the importance of temples in connecting people with society is limited. To fill this gap, this study explores points of interest for tourists in Taiwan to analyse the design of cultural interest operation modes in temples’ interactive kiosk interfaces. We also examine three cultural levels related to the design of interactive kiosks in temples. Results reveal that participants’ levels of interest vary depending on temple complexity. Most participants prefer animated presentations of content related to two- and three-dimensional murals and the history and origins of temples. We illustrate how to develop a process for designing cultural and creative digital products. We construct a flowchart for guided temple tours and present an effective and suitable design method and its prototype product. Implications for the revitalisation of historic sites to create new value are discussed.
Bill Forrester has a new marketing workbook for the tourist industry. It’s to help resorts, hotels and other accommodation collect key information and create an accessibility guide. It includes a detailed self audit tool to help with this. There’s lots of good tips at the beginning of the workbook that cost nothing and are easy to implement.
Saying your accommodation is “accessible” is not enough information. It means different things to different people – specific information is needed. Pictures are important too. While most disabilities are invisible, it is useful to include a person with a visible disability within a group. Pictures of rooms and facilities are important too, especially if you include room dimensions and floor plans with furniture layout.
“The workbook is not a statutory audit checklist, it is designed to be used as a “walk-through” tool to enable you to collect information on your facilities.”
“Having a tag line of “call us for accessibility information” is putting potential customers at a disadvantage over other customers searching on the internet and potentially putting your establishment at a competitive disadvantage over your competitors.”
Guidebooks are a good way to approach a new project especially if you don’t know where to start. After all, why not use the experience of others – no need to re-invent the wheel. Here are a few selected posts on this topic for ready reference.
The 65 page Module 1 is easy to read. There is something for everyone involved in tourism, major events, heritage sites and attractions. Three infographics from the text, and shown below, tell the tourism story at a glance: 1. How Tourism for All is configured; 2. Beneficiaries of accessibility in tourism; and 3. The world’s most populous nations by 2050.
Airports and security procedures are stressful for most of us, but for people who are autistic it can be doubly so. Vancouver airport has introduced a simulated rehearsal program to help families with the whole pre-flight process so it becomes more predictable. People who are likely to be overwhelmed by the whole process like to know beforehand what is going to happen and how it all works. This could also include people who are new to air travel, especially now that most processes are automated.
The program includes the Vancouver Airport Resource Kit, which features a step-by-step storybook, interactive checklist, airport map and tips for travel. There is also a video series that helps travellers with autism prepare for the flight. Vancouver airport has an “Autism Access Sticker” that can be placed on boarding passes. The sticker ensures a smooth transition through screening and customs. It also communicates the specific needs of passengers to airport employees. The resource was devised in conjunction with Canucks Autism Network. See the video series below. Very well done – a good model that can be applied to all airports and people with autism.