Catégories
Products and activities

Enhancing Destinations through Repurposed Locations

Launched in 2006 by the European Commission, the EDEN (or European Destinations of ExcelleNce) competition rewards “emerging, original and sometimes lesser-known tourist destinations whose stakeholders are working to implement strategies that successfully combine economic growth and sustainable development.” Europe has 140 winners and nearly 400 honourable mentions so far. Here are some inspiring examples in the Tourism and Regeneration of Physical Sites category.

Bringing Industrial Heritage Sites into the 21st Century

Roubaix (France) 

Located 15 km northeast of Lille near the Belgian border, Roubaix was first synonymous with wool-working (in the 19th century) and then with the textile industry (in the 20th century). Over the years, the town’s industrial landscape has gradually been transformed into a cultural one, with theatres, artists’ studios, creative centres and museums. For instance, since 1993, the town’s former cotton mill is home to the Archives Nationales du Monde du Travail, or Labour Archives; and a museum of memory and textile design, La Manufacture, is housed in a former weaving workshop. The museum traces the textile industry’s history in northern France and provides insights into the workers’ living and working conditions.

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Source: La Manufacture

Pécs (Hungary) 

Several abandoned industrial and cultural sites in Pécs, a town in southern Hungary near the Croatian border, have been repurposed and now have a completely different function. The biggest transformation is that of the well-known Zsolnay porcelain factory, now the centre of a thriving arts and culture district. While the old factory still produces porcelain, there are also exhibition and presentation spaces, an information centre for cultural events, numerous cafés, a planetarium, a children’s theatre and many other facilities. Zsolnay’s new cultural district receives more than 200,000 visitors every year.

 Żyrardów (Poland) 

Żyrardów, located 45 minutes from Warsaw, was once one of the great linen producing cities in Europe, and the factory workers had their own “village” in the city centre. This carefully restored settlement features a factory-museum, and the former spinning plants have been transformed into apartments, restaurants and stores, complete with original architectural details. 

Preserving and Enhancing Heritage Buildings

Marche-en-Famenne is a town in the Wallonia region, near Brussels. The town includes many restored sites, including:

  • Juniesse Tower, the only remaining section of the city’s medieval fortifications, how houses the permanent exhibition of an International School of Violin Making;
  • Jadot House has been made over in to the Famenne Museum;
  • Van der Straten Castle is now the Town Hall;
  • The old Corn Exchange is now a restaurant;
  • Hassonville Castle and the former Jesuit College have been turned into hotels.

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JJuniesse Tower

Transforming Mining Towns

Located in the southwestern region of Sardinia, the town of Montevecchio has created an ecomuseum in one of Italy’s oldest mining sites. Now restored, the site has become a major heritage centre providing visitors with unique insights into this aspect of Sardinia’s industrial history. The town in general, and the museum in particular, highlight local crafts, the mines’ history and traditional local food. A special cultural tour is offered that combines the town’s different attractions: mines, rural arts and crafts, local traditions and country homes. This integrated approach to showcasing the town’s history has made it a significant tourist attraction.

montevecchio-mine Source: miniera di montevecchio

A UNESCO World Heritage Site, Idrija was once the location of the second largest mercury mine in the world. Anthony’s Shaft, the oldest part of the mine, has been converted into a living museum as part of efforts to develop local tourism and preserve the mine’s heritage. The initiative has boosted the amount of tourism-related infrastructure in this traditional rural Slovenian community. In addition to the mine, the city’s intangible cultural heritage includes Gewerkenegg Castle and its museum, the Idrija Lace School, the annual Lace Festival, and the town’s žlikrofi (Slovenian-style ravioli) makers.

mine-idrija

Source: Visit Idrija

Resident Restoration

The gateway to Austria’s Nockberge National Park, Gmünd is a fortified historic town described by its residents as an artists’ city. The major renovations it underwent nevertheless managed to preserve the town’s ambiance and protect its historic structures. Thanks to the community’s innovative initiatives, fifteen medieval buildings have been carefully restored and transformed into artistic, cultural green spaces that can house the works of local and international master craftsmen, artists and sculptors. The town’s administration has worked with different cultural and marketing networks to strengthen the local economy and improve the quality of life for residents and visitors.

These converted sites provide visitors with unique opportunities to experience local culture and traditions and create unforgettable memories in destinations that are off the beaten tourist track.

 

Catégories
Management

CRM in cultural institutions

What is the purpose of CRM?

CRM as a strategic approach for better understanding customer preferences

In a previous article, we defined CRM as a strategic approach for better understanding customer preferences, habits, desires, motivations, practices and needs, even though these elements can shift rapidly in response to changes in environment, lifestyle or spending habits. The purpose of this knowledge is to improve the customer experience, personalize relationships with visitors and build loyalty.

As its name implies, CRM involves three components:

  1. The customer. Good customers generate higher profits from fewer resources. Information technology can be used to distinguish good customers from poor ones and better manage the former to keep their business.
  2. The relationship. This involves short- or long-term ongoing two-way communication and interaction.
  3. Management. With effective management, a company’s culture and business processes can constantly evolve and adapt to its customers’ needs.

CRM benefits and limitations

CRM must provide a competitive edge. For example, a business that better understands its customers can be more effective and reduce its advertising costs by targeting a very specific clientele that is receptive to the message. However, it is imperative to protect the confidentiality of customer data. Clients consider CRM information very personal, even private. To limit the intrusiveness of this approach, it is key to keep certain basic rules in mind:

  • Inform customers of the fact that personal information is being gathered to be used for specific purposes.
  • Give them a chance to opt out of this type of monitoring. 
  • Allow them to access and modify the information about them. 
  • Protect their data against all unauthorized uses.

Some tools and techniques

  • Online, mobile and digitalSuch tools enable companies to maintain an interactive relationship with visitors (information requests, special offers, loyalty programs, etc.) through multiple communication channels (mailings, SMS, emails, etc.). They facilitate online queries, which can lead to the creation of things like adapted programming.
  • Relationship marketing. The goal of relationship marketing is to develop preferred customer relationships by making personalized offers. 
  • Database creation and exploitation. Data related to Web traffic (number of visits, pages visited, length of visit, etc.), the use of interactive screens or electronic tablets, information requests (on-site, by phone, via Web form, by email) and user profiles (socio-demographic data, cultural practices, likings expressed, purchase history, preferences, etc.) must be accessed quickly and easily to provide a personalized response to the needs of every customer.
  • Data mining. This technique uses automated or semi-automated methods to quickly extract specific useful information about a target group from large quantities of data. In other words, it makes the data « speak. »
  • Yield management. Derived from computer reservation systems, yield management is used to adjust prices in real time so as to optimize revenues. In the case of cultural institutions, it means better managing the flow of visitor traffic by, for example, encouraging certain people to take advantage of a better price during specific operating hours.

The example of the Dallas Museum of Arts 

The Dallas Museum of Arts (DMA) loyalty program, DMA Friends, uses a digital tracking system to better understand its visitors’ needs and interests. The program encourages visitors to sign up as a DMA friend at an iPad kiosk located in the lobby. When they sign up, new friends receive cards that enable them to track their interaction with the museum, both inside its walls and online. After each visit or cultural or educational activity, friends earn points that can be redeemed for free admissions, shopping discounts, behind-the-scenes tours or invitations to special events. This project was designed to encourage long-term visitor engagement with and active participation in the life of the museum.

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Source: Club Innovation & Culture France

The DMA received a $450,000 grant from the Institute of Museum and Library Services (IMLS) to fund program research and expansion throughout the United States. The first institution to take advantage of this will be the Grace, the 10th largest museum in Texas. The Los Angeles County Museum of Art and the Minneapolis Institute of Arts are next in line to adopt the platform, thus expanding the collection of data on American museum visitors.

CRM must constantly focus on fully using data to better communicate and promote products and thus effectively meet customer needs and build loyalty.

 

Analysis written within a partnership with Tourisme Montréal on cultural tourism.

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Products and activities

Enhancing the St. Lawrence using culture and design

Tilman Latz, a German landscape architect and urban planner, enjoys the energy of the Old Port of Montreal, where old grain elevators stand alongside housing and recreational facilities. Alexander Reford, Director of the Reford Gardens, feels that the maritime landscape in the Gaspé is rather empty and could use more ambiance and boating activities. Daniel Blier, Executive Director of Parc Jean-Drapeau, wants visitors to be able to roll up their pants and put their feet in the water, like they now can in New York and Lyon. These are just a few examples of the many ideas and projects shared during Tourism + Landscape, the Annual Congress of the Quebec Association of Landscape Architects (AAPQ), held in Montreal on April 4-5, 2014.

No shortage of projects

The quay

A floating event space will be created on the Lachine Canal this spring. Measuring 24 by 11 metres, the venue will be suitable for various types of events: outdoor movie screenings, concerts and receptions for up to 200 people. Project developer Simon Lebrun hopes to make the structure a permanent feature that could be moved anywhere within the Lachine Canal, according to the client’s needs. Mr. Lebrun is also the founder of Heritage Maritime Canada, an organization devoted to promoting marine heritage, as well as the organizer of the Bota Bota Montreal Ice Canoe Challenge and other festive events in the Old Port.

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© Simon Lebrun

Island trail

On the Magdalen Islands, the firm of Bourgeois/Lechasseur Architectes has created structures inspired by the sea and the islands to showcase the archipelago. The Place des gens de mer, on Cap-aux-Meules, marks the beginning of an island trail comprising 12 outdoor sites. Constructed on the site of an old fish processing plant, a symbol of an iconic local industry, this public plaza is the starting point for exploring all the islands. Authorities also hope to make it a popular gathering place. It will host the farmer’s market and the future seamen’s memorial. Access corridors have also been created to connect the centre of town with the coastal trail.

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© bourgeoislechasseur.com

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© bourgeoislechasseur.com

Plan Bleu Vert (blue-green plan)

The Rivière-des-Prairies–Pointe-aux-Trembles borough has adopted a « blue-green plan » to showcase its waterfront. According to its mayor, Chantal Rouleau, it is important to change the image of east-end Montreal by making the most of its location on the shores of the St. Lawrence and Des Prairies rivers. The plan includes a project to create « windows » or openings overlooking the rivers every 500 metres and sites with public access to the water. The mayor noted that 24 dead-end streets could very well offer vistas of the water. It will not require much: remove some concrete blocks, do a little weeding and install some street furniture.

The borough launched a design competition for the Plage de l’Est, which is also a key element in the blue-green plan. The firms Ruccolo + Faubert Architectes and Ni conception architecture de paysage came up with the winning proposal, a universally accessible site that provides visitors with a special connection to the St. Lawrence River.

laplagedel_est

Plage de l’Est project – © Ruccolo + Faubert Architectes & Ni conception architecture paysage

Inspiration from elsewhere

Estuary

Jean Blaise, Director of the organization Le Voyage à Nantes, noted that the city of Nantes leverages heritage and culture to enhance its attractiveness. To better underscore the connection between the city and its neighbour, Saint-Nazaire, Nantes invited artists to interpret the landscape along the banks of the 60-kilometre estuary flowing between them. The permanent collection is made up of 29 works forming a trail along the Loire that is open to visitors year-round. Each creation focusses on an unusual or noteworthy site in the area. The images below illustrate some works from the Estuary project’s permanent exhibition.

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© Bernard Renoux – « La Maison dans la Loire » by Jean-Luc Courcoult

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 © Nautilus Nantes – « Nymphéa » by Ange Leccia

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© Bernard Renoux – « The Settlers » by Sarah Sze     

Brooklyn Bridge Park

In the past decade, the post-industrial wasteland of this East River waterfront area has been transformed into an exceptional urban park with elements connecting the city to the river, such as a kayak launch. In addition to spectacular views of Manhattan, Brooklyn Bridge Park offers a wide variety of programs, outdoor recreational facilities and venues for major events along more than two kilometres of riverfront. The park’s diverse facilities and integrated industrial heritage have earned a number of awards for Michael Van Valkenburgh Associates, Inc., designer of the long-term project’s master plan.

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© Michael Van Valkenburgh Associates, Inc.

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© Michael Van Valkenburgh Associates, Inc.

Many other inspiring projects were discussed at the AAPQ’s Annual Congress. The combination of creative Quebec professionals and foreign sources of inspiration generated ideas that could support the strategy developed by Tourisme Québec and its many partners to raise the profile of the St. Lawrence. To achieve its mission, this strategy requires a multidisciplinary approach and, above all, the support of local communities.

 

Image on first page:  © Simon Lebrun

Catégories
Products and activities

Industrial heritage gets a new lease on life

Usually located near urban centres, industrial wastelands often cover large areas and, once converted, they create space for a multitude of activities. Recreation areas, shops, restaurants, art galleries and museums are just a few examples of facilities that can appeal to a variety of clienteles. Some cities have found innovative ways to revitalize their industrial areas for the enjoyment of both locals and tourists. Conversion initiatives like this are breathing new life into industrial heritage and are part of the trend towards sustainable development.

Germany: A pioneer in developing industrial heritage

Rather than abandon obsolete relics of mining, the government opted to transform several selected sites into cultural attractions

Germany and the Ruhr region have led the way in reinventing old industrial infrastructures as cultural attractions. In 2010, their efforts culminated in the selection of the Ruhr as a European Capital of Culture, the first time a region was so recognized. Rather than abandon obsolete relics of mining, the government opted to transform several selected sites into cultural attractions. For example, one of the largest gasometers in the world was converted into exhibition space. A former mill in Duisburg now houses a contemporary art collection, while the blast furnaces of Duisburg-Nord have become a landscaped park with a climbing wall, bike paths and an evening light show. The list of conversion projects is endless: mine waste has been rehabilitated and shaped into a ski run, another gasometer is a diving centre and an abandoned mine shaft hosts an indoor skydiving club.

CL_nouveau_souffle_patrimoine_industriel_image1

Zollverein: A wealth of activities

Beginning in 1990, the Zollverein coal mine industrial complex (covering 100 hectares) was converted into a multifunctional centre for the arts, culture, creative businesses and recreational tourism activities. Since then the site has been designated a UNESCO World Heritage Site and now attracts nearly one million visitors annually.

There is a swimming pool in the centre of the plant’s metal infrastructure and hiking and biking trails surround the former mine. A Ferris wheel anchored in the middle of one of the old coke ovens soars over the buildings, offering an unobstructed view of this World Heritage Site and its organization. During the winter, a 150-metre skating rink runs alongside.

The Zollverein discovery trail runs through a mine left in its original state. Guided tours introduce visitors to the coal extraction process, which is illustrated with the help of models, short films, interactive museum technology and a soundtrack. In the evening, a light show illuminates the buildings.

CL_nouveau_souffle_patrimoine_industriel_image2

In addition to these recreational tourism activities, Zollverein is a centre for culture. From jazz to pop, the site has hosted more than 160 concerts since 1997 and is now encouraging the development of dance, theatre, visual arts and the performing arts. It is also the home of the Red Dot Design Museum, which is one of the largest exhibition centres for contemporary design. The site also caters to culinary enthusiasts, offering several restaurants and cafés. One of these establishments pays homage to the history of the place, offering meals typical of those eaten by mine workers during their breaks.

Spotlight on local products

Steps from downtown Toronto, a former whisky distillery has become one of the largest pedestrian-only areas dedicated to the arts, culture and entertainment. Open since 2003, the Distillery Historic District is home to cafés, world-class art galleries, high-end restaurants, theatres and some of the hottest designer boutiques in the city. During the summer, the area is alive with activities like music and art festivals, farmers’ markets, beer tasting events, etc. The site also hosts over forty businesses: design firms, advertising agencies, film production companies, all inspired by the industrial décor of the former plant. The Distillery does not allow any national brands or chain stores; visitors can enjoy a uniquely Toronto cultural experience.

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Former grain silos become towers for ice climbing

Industrial conversions are not found only in urban areas

Industrial conversions are not found only in urban areas. In Cedar Falls, Iowa, abandoned grain silos have been transformed into walls eight-storeys high for ice climbing. Thanks to a system of pipes attached to the top of the silos, water runs down the side, freezing and creating a wall of ice whose form varies according to weather and wind conditions. Beginners and experts alike can perfect their skills as they make use of these repurposed monuments of agricultural heritage.

Many communities of all sizes have vestiges of an industrial past that could be exploited. The fate of Old Montreal’s Silo #5 and the Canada Malting plant along the Lachine Canal remains uncertain. Industrial sites like these have the potential to become real attractions for both locals and tourists, while preserving the destination’s landscape, history and architecture. What do you think should be done for the industrial heritage of your city?

Catégories
etourism and technology Trends

Web 2.0 extends to both tourism and culture

The internet continues to evolve at a rapid pace. Indeed, recent changes have been so profound that they have led to the introduction of the phrase “Web 2.0”, which has quickly become the trendy, catch-all term used to describe the new ideology that is shaping the internet. This new approach has been adopted by numerous sectors but specifically by the tourism industry, giving rise to the term “Tourism 2.0”. Some see this as a trend that will quickly spread to other sectors. If that is indeed the case, when will we see the emergence of “Culture 2.0”?

The 2.0 Philosophy

With Web 1.0, internet users could do little more than browse for information on professionally‑constructed sites, using tools developed by a limited number of companies. The advent of the 2.0 era means users are now active participants, able to produce their own tools and data. They interact with the medium by creating, modifying, organizing, commenting on and uploading content.

Users can take advantage of the internet’s expanded functionalities to build virtual communities where they share information, favourite sites, photos, videos and much more. A wide range of tools have been developed that strengthen the Web’s influence: blogs, news aggregators, forums, meta‑search engines, podcasts, and so on. Some of the better‑known icons of Web 2.0 are:

  • Wikipedia: web‑based free‑content encyclopaedia project
  • Flickr: photo sharing website
  • Del.icio.us: bookmark sharing website
  • Myspace: social website with filesharing
  • Youtube: video sharing website
  • Netvibes: personal news aggregator

The 2.0 trend is spreading!

Today’s internet community includes millions of members, and a great many of them are excited about 2.0. The number of online communities, websites and webtools is growing rapidly. When sectors see 2.0 added after the name, they know it identifies them as a domain where the critical mass of content and users matches the 2.0 mindset.

Already, there is increasing online use of the term “Medicine 2.0,” to refer to the proliferation of sites where people share information and advice, enabling them to confirm a doctor’s diagnosis or diagnose their own illness by comparing their own symptoms with those listed online.

Tourism 2.0

Already a mainstay of the online world, the tourism sector lost no time in adopting the 2.0 philosophy; after all, travel has always involved an element of exchange between individuals. Also, since nobody can try a trip before they buy it, tourism is the perfect commodity to bring individuals together online where they can provide the inside scoop on vacation deals. The kind of networking made possible by the web is the perfect stepping stone to sites that promote the sharing of photos, videos, opinions, advice and referrals related to tourism destinations.

With popular influence rapidly growing, the role of critic and consultant is no longer the exclusive domain of professionals and the same is also true of control over the image of a company or destination. One of the results of web users being able to produce and broadcast information and visual content is that the general public is faced with increasing amounts of material of uneven quality. The power of internet users is so great that it influences the way information is organized and accessed.

It is precisely the emergence of a significant number of web‑tools and sites, specifically geared toward tourism and inspired by the Web 2.0 mindset, that gave rise to the term Tourism 2.0.

Culture 2.0… it’s only a question of time!

Culture in general already has a significant web presence. Many cultural organizations and artists were quick to take advantage of the web’s ability to reach new audiences by creating virtual museums, online art galleries, live concert broadcasts and increased access to archival material – although these offerings are mostly based on Web 1.0.

However, we are starting to see an increasing number of cultural projects that have been more influenced by the 2.0 philosophy, where the general public participates and is involved in creating, personalizing, classifying and broadcasting content. This trend is particularly pronounced among those in the vanguard of Web 2.0, all of whom devote part of their space to culture:

  • Wikipedia lets internet users collaborate on writing encyclopaedia articles on a wide range of cultural topics;
  • Youtube lets millions of amateur and professional artists upload video clips and short films;
  • Various blogs and forums provide a space for authors to share and discuss their work with other community members.

A certain number of cultural entities are also trying to exploit the potential of Web 2.0; among them:

  • www.cinemamontreal.com: A space devoted to commercial film, this site now lets people upload and read reviews and comments.
  • www.librarything.com: This site lets people catalogue their personal book collection, share it with other community members and make recommendations; it claims it has 100,000 users and 7 million books.
  • www.brooklynmuseum.org/community/blogs/: This section of the Brooklyn Museum’s website features blogs and photo‑, video‑ and document‑sharing as a means of promoting interaction with its community. The museum has also designed an impressive space on Myspace, the biggest social networking website (www.myspace.com/brooklynmuseum).
  • www.australiadancing.org: Clicking on the Take Part tab on this dance site takes the user to a page that uses “wikis,” a collaborative online tool, to let people share their knowledge, ideas and news about dance.
  • www.nzlive.com: Developed by New Zealand’s Ministry for Culture & Heritage, “New Zealand culture online” provides an online space that cultural partners and the general public can use to display information on a wide variety of cultural activities.

When the number of site and users reaches critical mass, the Culture 2.0 movement will take flight!

Culture 2.0…a world of opportunity!

Your clients want to express themselves and get involved, so give them the tools to do it! Adding a blog, forum, comments, opinion or review page to your site will enable them to interact not only with you, but also with each other.

Managers can make good use of this new public‑generated content (blogs, forums, virtual communities, social networks, comment sites, etc.) to learn what their clientele is actually thinking. Monitoring client comments is often much more effective than using customer comment cards, and definitely less expensive than setting up a focus group.

Sources:

– Krajewski, Pascal, “La Culture au risque du Web 2.0 – Stage d’étude,” École nationale supérieure des sciences de l’information et des bibliothèques, December 2006.
– Péloquin, Claude, “Web 2.0, vous n’avez pas fini d’en entendre parler!,” Réseau de veille en tourisme, Chaire de tourisme Transat ESG Uqam, June 27, 2006.

Catégories
Products and activities

Culture: The key to urban tourism

In the new millennium, Montréal’s leaders and opinion-makers have continually emphasized that the future of their metropolis is tied to culture. But it isn’t the only city to have recognized the value of culture. Toronto has decided to invest heavily in its cultural infrastructure, while New York City has opted to directly support creative endeavours in order to consolidate its reputation as a city of cultural excellence. More than ever before, culture is the beating heart of a city.

Economic advantages of culture

In a world where cities rather than countries are the real players in a competitive global economy, culture is now widely recognized as a vehicle of economic and urban development. By virtue of its ability to generate a creative environment that attracts the investors and talents of the new knowledge- and innovation-based economy, culture is destined to become increasingly ingrained in the urban fabric.

So it’s no coincidence that urban tourism is associated naturally with cultural tourism. A recent study by the European Travel Commission suggested that a mere 20% of tourists who visit a European city mention culture, in the broad sense of the term, as the main reason for their visit. Yet even if a large number of urban tourists do not view themselves as cultural tourists, the majority of urban vacations include at least one cultural activity.

While urban cultural tourism continues to be dominated by the great capitals of culture such as Paris and London, the current trend of improving the cultural offering means even cities previously lacking cultural interest can emerge as new tourist destinations.

Development through construction


Faced with the daunting challenges of urban renewal, many cities choose to develop major cultural infrastructures as a way of tangibly communicating the transition towards a new economic era. Among the oft-cited examples is Bilbao in Spain, which signalled its march to the future by commissioning world-renowned architect Frank Gehry to design the breathtaking Guggenheim Museum. In addition to transforming Bilbao?s image, the museum drew more than 1.3 million visitors in its inaugural year, 1997. Significantly, 79% of the visitors said they chose Bilbao as a destination with the express purpose of seeing the museum.

Bilbao’s success has inspired numerous European and American cities to revamp their images and breathe new life into tourism by constructing major architectural works.

In Scotland, the city of Glasgow, proud possessor of a substantial industrial heritage, is investing in the creation of a spectacular new Museum of Transport, scheduled to open in 2009.

Toronto, too, has launched several major projects, including the overhaul of the Royal Ontario Museum ($200 million), construction of the Opera House ($181 million), Gehry’s redesign of the Art Gallery of Ontario ($180 million) and the renovation of the Gardiner Museum of Ceramic Art ($15 million).

Rethinking the urban space

Other cities have opted instead for urban renewal projects aimed at enhancing and improving access to the culture. Some of these projects are meant to re-energize a heritage district and others to change the vocation of an old quarter, as in the case of the revitalization of Québec City’s Petit Champlain and Saint-Roch districts. The latter, site of workshops and stores since the founding of New France, is today a thriving mix of historic homes, restaurants, businesses and theatres. Saint-Roch, meanwhile, owes its new lease on life to one of the largest urban construction projects in the provincial capital. The city invested $5.2 million in the landscaping of Jardin Saint-Roch, a veritable oasis of greenery amidst the greyness of the then-neglected neighbourhood. Today the neighbourhood is a hot new destination in the heart of the city, boasting trendy restaurants, fashionable watering holes, lovely avant-garde boutiques and more than 100 artists’ studios.

Redevelopment can also help structure the urban cultural offering. In Montréal, municipal leaders have been working in partnership with local tourism and cultural sectors since 2003 on development of an arts and entertainment district to be called the « Quartier des spectacles. » A similar initiative was recently launched by Vancouver, which this past April (in collaboration with British Columbia’s Ministry of Tourism, Sports and Arts) announced a $10-million investment to support creation of a cultural precinct in the heart of downtown.

Vienna, meanwhile, saw fit to think big, combining the concept of a cultural district with new cultural buildings to create a kind of « complex of culture » – the Vienna Museum Quarter. At 60,000 square metres, the vast cultural-tourism-recreational site features more than 40 cultural institutions showcasing art in all its forms. In its first year, the complex welcomed more than two million visitors.

Urban vitality and local culture

Other cities are tackling the issue of cultural development with an approach that’s less about architecture and urbanism, and more about trying to promote and support the creativity of artists and artisans as well as the characteristics of the local populace. In this vein, the mayor of New York recently declared that development of the city’s cultural vitality depends on the energy of its cultural endeavours, and that a special office would therefore be created to directly support creative artists and actively defend New York’s title as North America’s arts and culture capital.

In Washington, DC, in an effort to ensure that cultural development benefits all, the organization Cultural Tourism DC has developed self-guided walking tours through historic neighbourhoods located outside the traditional city centre. The objectives were to promote Washington’s different neighbourhoods, get local communities involved, develop cultural products and foster success by ensuring products were truly ready to receive visitors. This approach recognizes culture as an engine for tourism development, and that participation of the local population is necessary for sustained cultural development.

Meanwhile, the popularity of many festivals among locals and tourists alike is another interesting illustration of how culture can act as a promoter of local development. French sociologist Gilles Arnaud says the success of festivals arises out of a number of trends, such as:

  • the quest for pleasure, shared feelings, and spontaneity, rather than over-intellectualized pursuits,
  • an attraction to the transitory, as opposed to the traditional idea of culture as something durable, permanent and intangible down through the ages.

Authenticity comes first

It appears each city must adopt an approach to cultural development tailored to its specific circumstances, history and means. Urban and cultural tourism, for its part, is simply what flows from the existing and constantly evolving dynamics between the inhabitants of urban spaces and those who visit them. City planning, sociology, tourism and ultimately the economy itself appear to be but variables in the same equation: that of living well together.

In collaboration with Matthieu Clair Saillant

Sources:
Brault, Simon. « Montréal, métropole culturelle inachevée, » Le Devoir, April 27, 2006.
City of Vancouver. « Province and City Plan New Vancouver Cultural Precinct, » Press release, April 5, 2006.
Cloutier, Mario. « Montréal n’a rien à envier à Toronto comme métropole culturelle, » La Presse, May 10 , 2006.
Commission Européenne du Tourisme. « Une étude de l’OMT et de la CET analyse les futurs enjeux du tourisme urbain et de la culture en Europe, » Press release, November 8, 2004.
Joyal, Serge. « Montréal a-t-elle perdu son statut de Capitale culturelle du Canada? » La Presse, August 15, 2005. Plaza, Beatriz. « Evaluating the Influence of a Large-scale Cultural Artefact in the Attraction of Tourism – The Guggenheim Museum Bilbao Case, » Urban Affair Review, Vol. 36, No. 2, November 2000.
Rioux Soucy, Louise-Maude. « Tourisme culturel: New York sort les griffes, » Le Devoir, April 6, 2006.

Catégories
Sustainable tourism Trends

Authenticity – What do they really want?

The search for authenticity is a predominant trend driving tourism because travellers are looking for unique experiences that are part of our vibrant and varied world. Quebec is not Venice, the Inuit are not like the Aboriginals of Australia and a sugaring off party bears no resemblance to a traditional raclette party in a Swiss chalet. With the rising interest in sustainable tourism, authenticity is taking centre stage. However, it is also raising a number of issues.

Like eco-tourism, learning tourism and the concept of experience, the notion of authenticity is open to many interpretations, depending on whether one is a tourist or a tour operator developing a marketing strategy.

The theory

Authenticity refers to an original experience that is true to reality. Its meaning becomes clearer when one thinks of its opposites: falseness and imitation. In tourism, authenticity refers to:

  • Wanting to experience a different way of life
  • A manifestation of the identity of a people or a group of people
  • Customs and traditions: examples of how a destination differs from one's own; a window onto its culture, heritage, history and identity
  • The opposite of globalization and its resulting standardization: today, beaches, palm trees and hotels look pretty much the same the world over
  • The discovery of places in a country that remain untouched by modernism and still maintain traditional methods and ways of life
  • Travel with added value and quality of experience

In addition, authenticity quite « naturally » fits with the current trend to sustainable tourism. The search for authenticity reflects the needs of urban tourists from industrial countries; when these people travel, they seek something outside their daily lives, something innovative and different, an escape. They want to experience new things and enjoy the sensation of being where things are real and original. They want to be able to say « I was there. » For example, even though Japanese travellers can easily find clothing in Tokyo made by a top Parisian couturier, buying the same clothing in Paris where the couturier's shop is located is a completely different experience.

Authenticity can be measured in terms of the tourist's own values. It occurs when travellers return home feeling they have truly experienced a change in scenery, gained a better understanding of the country visited and its development, or connected in some way with the local population.

The practice

The authentic nature of a destination is a tremendous resource. One does not need the pyramids of Egypt; every community has a unique history and culture. It is simply a matter of highlighting these elements for the benefit of tourists. For example:

  • Organized tours that include a visit to a sugar bush or some ice fishing
  • A simple forest hike becomes something more when led by a Native guide
  • An evening of storytellers recounting local tales and legends
  • Economuseums showcasing traditional craft trades and expertise
  • Aboriginal tourism with its cultural performances, cuisine and crafts
  • Fall colours and fine meals prepared with regional produce and products
  • Souvenirs created by local artisans who are available to the public
  • Observing snow geese in migration, or whale watching
  • Travellers stepping off the beaten path to discover a community festival and mingle with locals

The grey areas

Writing in the magazine Espaces, Viviane Hamon, a consultant and lecturer at the Institut Universitaire Professionnalisé (IUP) Métiers de la montagne in France, gives the example of the lavender harvest in a Provençal village. Although production is mechanized and propane gas has replaced straw during the distilling of the product, the image tourists have is of people in traditional garb cutting lavender with a sickle. Therefore, during the Fête de la lavande (Lavender Festival), locals dress up and take out an antique copper still and carts to sell their products. The authenticity sought by tourists disregards economic activity and even the natural cycle of the seasons; tourists want to see active distilleries in November, when all the real ones have already ceased production. Can we protest such practices and complain of false representation?

A similar question arises when it comes to souvenirs. The fact is, artisans often adapt their wares to suit the preferences of tourists. Is this a normal process or should this be seen as a threat to product authenticity?

The creation of a tourism product that presents an artificial world or reproduces the attractions of other destinations is the opposite of authenticity. Why, then, are Walt Disney World and Las Vegas so popular? Why are certain destinations, like Dubai, becoming so overstated and excessive? These fabricated worlds are examples of another current trend. Who is legitimately entitled to define the authenticity of a product? Tour operators put together travel products according to demand and this strategy simply echoes the advertising messages that meet the expectations of tourists.

During his speech at the first Tourism Summit in 1999 in Chamonix, Étienne Pauchant, at that time a marketing and development manager at IPK International, succinctly summarized the importance of authenticity in sustainable tourism: « Authenticity is synonymous with tourism that is done well. »

Sources:
– Etienne, Pauchant. « La part de l'authenticité dans le tourisme durable, » First Tourism Summit, Chamonix, December 1999.
– Hamon, Viviane. « Authenticité, tourisme durable et marketing, » Espaces 228, July-August 2005, p. 42-56.

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Products and activities

Up close and personal

As has been said before, the quest for authenticity has become a general trend. Beyond the major natural attractions and must-see sites, travellers visiting foreign countries are interested in experiencing the local culture and soaking up the lifestyle. Rural tourism fits in nicely with this desire for immediacy, but the trend also represents an opportunity for big cities to diversify their approach and keep visitors coming back. Some businesses understand this and are offering tourists a chance to experience the unique culture of local people and neighbourhoods

Leaving the Beaten Path Behind

Discover the « Paris des Parisiens » and the soul of its neighbourhoods, immerse yourself in the city’s history and culture, eat traditional dishes with a family, take a guided tour led by residents of the area, visit local hangouts, join in a community event, stay with local people, and so on. What better way to accommodate visitors looking for this kind of interaction?

Beyond the scope of organized tours and classic itineraries, an alternative range of travel options is springing up to cater to small groups and independent travellers seeking uncommon experiences and contact with the locals. Not missing a beat, Paris has incorporated these alternative services into its tourism diversification strategy.

Neighbourhood Pride

Services such as Meet the Danes, Like-a-Local, Global Greeters, Fédération Stattreisen and Belleville insolite are cropping up all over the place. Their role is to connect travellers with local residents who act as tour guides. The formula varies; some services are free and some charge a fee, some operate with the help of volunteers and some offer a more personalized service. For instance, Meet the Danes gives tourists the opportunity to share a traditional meal with a Danish family in a friendly and welcoming setting. The organization finds host families of similar age and interests.

Meals, lodging and outings are all part of the unique experience offered by Like-a-Local, an organization which operates in The Netherlands, Belgium, Portugal, Spain and Sweden. Be it shopping in Stockholm, discovering the old and new faces of Lisbon, checking out the nightlife in Oporto, sampling « pinchos & tapas » in Madrid or staying on a houseboat in Amsterdam, there’s something to appeal to every traveller.

Under the banner of Global Greeters, services in Toronto, Fairbanks (Alaska), Melbourne and Adelaide (Australia), Buenos Aires (Argentina), New York, Houston, and Chicago make a visit to their city memorable with a free tour-guide service staffed by volunteers. Speaking different languages, and of all ages and backgrounds, they proudly show off their city while providing visitors with a wealth of « insider » information.

In Germany, the organization Fédération Stattreisen (loosely meaning « travelling differently ») adheres to the practices of sustainable development and low-impact tourism, and standards are very strict. Comprising 19 associations in 23 German cities as well as Brussels and Bern, their tours focus on exploring a city and its neighbourhoods while avoiding the usual tourist traps. They combine encounters with local residents with an in-depth look at the city’s history, politics and people. Quirky or little-known aspects of the destination are also covered.

In Paris, Belleville insolite is doing some groundbreaking work in the art of community-supported tourism with an approach that differs radically from the traditional tour blueprint. Young guides, mostly students on the verge of entering the professional world, take visitors to see the attractions of this vibrant and cosmopolitan Paris neighbourhood. Several other initiatives have also been developed, including some that target new residents, seniors and the unemployed.

Trading Places

Along with saving the traveller money, home-exchange is another way of fulfilling a visitor’s desire for authenticity. Living in a house in a foreign country, buying from local merchants, adapting to the local rhythm of life, meeting local residents and seeking neighbourly advice are all experiences the make tourists feel they are soaking up the local culture.

The Internet has given the home-exchange phenomenon a real boost. The HomeLink International website has 13,500 members in 69 countries, while HomeExchange.com boasts 9,000 members in 85 countries.

Going Local

Introducing visitors to the local culture begins with a chocolate from the local confectionary placed on a guest’s pillow, with furnishings that reflect the national culture, with a B&B operator who invites the visitors to join the family for dinner, with a party that gets the visitor up and dancing, with a tour of undiscovered areas, with a car rally that involves tourists discovering new places, with shopping locally and chatting to residents…

In essence, local community participation enhances a visitor’s experience while reducing the stresses high-volume tourism can cause.

Sources:
– Gaboury, Louise. « Des résidants font découvrir leur ville aux touristes, » La Presse, April 8, 2006.
– Holm, Olaf. « De Paris à Berlin, de Bruxelles à New York – Visiter autrement les villes du monde, » Cahier Espace. No. 78, July 2003, p. 134-143.
– Springwise. « Cultural Exchange for a Day. » Springwise Newsletter, May 2, 2006.
On the Web:
www.meetthedanes.dk
www.like-a-local.com
www.adelaidegreeters.asn.au
www.homelink.org
www.homeexchange.com
www.trocmaison.com
www.echangedemaison.com

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Customer segments Products and activities

The cultural travel market

American cultural travellers represent an especially lucrative market: nearly one-third spend over US$1,000 when they travel. By way of comparison, only 11% of all U.S. travellers spend this much. This news comes from Renee Mitchell, Research Director, Smithsonian Magazine, speaking at the most recent TIA Marketing Outlook Forum. Her presentation discussed the demand for cultural travel.

Characteristics of cultural travellers

Over 44 million American cultural tourists stay in commercial lodgings when they travel and generate an estimated US$29 billion per year in travel spending. Around 76% of them are leisure travellers, while 24% are business travellers. Some specific traits of cultural travellers are listed below:

  • Average age is 46 years old
  • Average household income is US$75,800
  • 62% are married
  • 87% have a college diploma or higher
  • 31% have children living at home
  • 37% travel during the summer

Interest in culture = interest in travel

According to Mitchell, Americans interested in history and culture, like the readers of Smithsonian Magazine, are especially interested in travel with an historic/cultural emphasis. A survey of the magazine’s readers showed:

  • 93% visit historic sites
  • 84% learn all they can about a destination before going there
  • 76% consider culture and heritage when selecting a destination
  • 71% explore towns off the beaten path

According to a TIA/Smithsonian survey, American cultural travellers can be characterized by the four « L’s »:

  • Learning – 82 million say, « Trips where I learn something new are more memorable. »
  • Leisure Activities – 67 million say, « My hobbies and interests influence my destination selection. »
  • Locals – 63 million say, « While on vacation, I like to find places that are popular with locals. »
  • Love it! – 34 million say, « Vacation/leisure trips including cultural activities are more important to me. »

Not the same as other travellers

Comparing cultural travellers with other travellers reveals some interesting differences. For example, cultural travellers spend a lot more than other travellers and tend to stay at destinations for much longer (see table). In addition, they are very active tourists: nearly half of those who stay in hotels participate in at least four activities. They are fond of shopping, nightlife and urban sightseeing.

Table 1: Comparison of American travel behaviours

All travellers Hotel travellers Cultural hotel travellers

  • Spent US$1,000+ on trip 11% 20% 30%
  • Primary travel by air 19% 30% 32%
  • Trip = 3+ nights 41% 52% 66%
  • Trip = 7+ nights 13% 23%
  • 3+ people in party 19% 26%
  • 2+ activities on trip 38% 45% 88%
  • 4+ activities on trip 7% 45%
  • Shopping 29% 29% 47%
  • Nightlife/dancing 7% 10% 16%
  • City/urban sightseeing 10% 15% 30%

Source: Roper Reports 2004

Promising outlook for 2005

In 2005, the demand for historic/cultural travel products will be high. According to a Roper survey, among Americans planning to travel in 2005:

  • 24% will visit an historical site
  • 17% will take a fishing trip
  • 16% will visit a casino
  • 16% will go hiking or camping
  • 10% will purchase a package tour
  • 9% will visit a health spa

Renee Mitchell emphasized that the travel behaviour of cultural hotel travellers makes them very profitable targets. She also stressed that hotels are ideal cultural partners for promoting special products, packages, events, etc.

However, one must remain realistic with regard to the overall tourism potential of US travellers. It is increasingly difficult to get them to cross any borders. For Americans, the most important factor in selecting a destination is safety (75%), which has now surpassed affordability (62%). Obviously, statistics such as these tend to favour domestic travel. Nonetheless, Canada does offer proximity and a reputation for safety, which certainly gives it an edge over other destinations.

Source:
The Roper Center – TIA and Smithsonian Magazine. « The Historic/Cultural Traveler » [www.tia.org], 2003.