mobile and virtual products in tourism
TRANSCRIPT
MOBILE AND VIRTUAL PRODUCTS IN TOURISMJohanna Heinonen11.3.2015
First practical assignment 1 One sunny August day Sam the Student walked in the
doors of Leppävaara campus. He was about to starthis studies in tourism in Laurea.
He stood in the lobby, looked around and wonderedwhere he should go. He was lost. His head wasspinning and he felt ill.
So he went outside to get some fresh air and to think. And then he saw a QR code in the front door. He
scanned it and it told him to go to one place wherehe find another QR code to show him to anotherplace.
QR codes saved Sam’s day. With the help of them he learnt his way around the campus and was never lostagain.
Your job is to find evolve the story and create one QR code to the place you’ve been given. Add also someaction there, e.g. jump like a frog in the lobby!
First practical assignment 2 Team 1: Library Team 2: Students’ office Team 3: Helpdesk Team 4: Comms Team 5: LaureAMKO Team 6: Bar Laurea
Go and take pictures of the place. Go on with the story of Sam the Student What is this place and what is he supposed to do there? Create a video, a picture with text or add instrcutions to
a website Create a QR code of this Send QR code and possible pictures / videos to teacher
[email protected] for further use
First practical assignment 3EXAMPLE: Health services Sam has found the nurse, but there is a
long queque to her. One of Sam’s fellow students is really
nervous, so Sam decides to measure herpulse.
Take a picture of Sam taking the pulseand post it to Instragram with hashtag#Laurea_UAS and autogram it to @Laurea_UAS and write something Sam would have said about Laurea healthservices
First practical assignment 4SOME INSTRUCTIONS If you are creating a website, you can use following:
https://sites.google.com/site/leppavaaramobile Log in with
Username [email protected] Password LaureaUAS
Go to the page where your destination is mentioned Click the pencil on the right hand corner and edit the
page
Creating QR code Go to e.g. http://www.qrstuff.com/ Choose the type of original ”data”
on the left Follow instructions in the middle (stage 2) Download QR code (on the right)
First practical assignment 5WHAT DID YOU LEARN? What is important in creating
this sort of ”product” fromcustomer/user perspective?
What are the essential issuesyou must consider?
What was hard / difficult? Is this something you would
use as a tourist? Challenges?
Johanna ”Jonna” Heinonen Senior Lecturer in Laurea since September 2014
(before Haaga-Helia) Marketing, communication, digitalisation, tourism Background in tourism: destination & regional tourism
development/EU-projects in Kymenlaakso region, Viking Line (conceptualization/service development)
Social media, ebusiness, digitalisation ”nerd” since 1990 Latest effort in ”real business” developing Southeast135
(= tourism brand for Kotka-Hamina region) ebusiness 2013 – 2014
Tourism efforts at the moment Putting Kerava on world map (mobile ”adventure” in Kerava
city center) Selling Finland to scouts abroad = organizing tours for foreign
participants of the Jamboree in July 2016
ONLINE PURCHASES DURING THE
PAST 12 MONTHS
2015
Source: http://bit.ly/Eurostat_Onlinepurchases
What type of informationare peopleusuallylooking for in localbusinesses?
Source: Consumerbarometer.com
DIGITAL TOURISM TRENDS
Tourismcompanies and digitalopportunities
Source: The e-Business Index (2006) for sectorshttp://www.umic.pt/images/stories/publicacoes/BR06.pdf
3,1
%
12,0
%
16,4
%
17,6
%
26,0
%
8,3
%
8,4
%
12,4
%
8,5
%
21,4
%
0%
5%
10%
15%
20%
25%
30%
Blogs Feedback Shopping Offers Information
Company Customer
Identity“Companies should understand that social media is something they must done continuously. They should hire someone to follow social media and customers’ opinions and post instead of doing this job just besides the regular tasks”
4,1
%
5,2
%
7,5
% 13,2
%
31,3
% 38,6
%
7,0
%
2,2
%
15,8
%
16,5
%
28,1
%
30,4
%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
Any
one
Oth
er
Cus
tom
ers
Age
ncy
Pers
onne
l
Entr
epre
neu
r
Company Customer
Profile“Companies should try to create a dialogue with a customer. It is just not enough to create a fan page in Facebook and fill it with offers and advertisements”
“I don’t want everybody to see when customers we don’t even want to have write negative things about us”
53%
47%
Measuring the impact of social media use
Yes
No
The more you understand what is wrong with a figure, the more valuable that figure becomes ~ Lord Kelvin ~
Image“I do not travel anywhere without checking the destination, accommodation and restaurants in Tripadvisor. That is part of my everyday life. I have even sometimes sent mail to some persons who have given their comments and asked them for further details.”
“People are always talking, why should we care about that. There will always be negative feedback and if someone decides not to visit us based on that, then they maybe are the wrong customers for us.”
35%
65%
Knowledge of customer thoughts
YesNo
Essentials in creating mobile / virtualtourism services Story (ie Citynomadi and Kotka) Easy to use for customer Clear & simple (also technology behind) Interesting External service provider vs. Ownership (Google Maps
vs. Here) Affordable (also offline vs. roaming) Website or App IOS, Android, Windows Known and ”famous” Resources (especially human)
So how to do it?1. Goals2. Who is your customer? What
channels / devices s/he uses? What kind of information / products / services s/he searches?
3. Resources4. Contents5. Technology6. Key persons and budget7. Measurement
THANK YOU!Further questions:Johanna [email protected]://www.facebook.com/JohannaHoohttps://twitter.com/Jonna_Hoohttps://fi.linkedin.com/in/johannaheinonen