Catégories
etourism and technology Marketing @en

Instagram: A mobile partner for the tourism industry

With 40 million photos uploaded per day and 8500 « likes » and 1000 comments per second, the Instagram mobile application has become an essential tool for Marketing 2.0.

Named « Application of the Year » by Apple in 2011, Instagram has popularized the art of mobile phone photography, or iPhoneography, by enabling users to personalize and share their photos with others. Purchased by Facebook for US$1 billion in April 2012, a year later Instagram boasts a community of more than 100 million monthly active users.

Hugely popular among young adults, Instagram offers businesses an ideal opportunity to enhance their visibility and public relations, especially if their target public includes members of Generation Y. Many brands, including companies working in the tourism industry, have joined the network and made it part of their marketing strategy.

Instagram 101

For those of you unfamiliar with Instagram, here’s how it works:

  • After taking a picture using Instagram or selecting a saved photo from your phone, you can modify the final image with one of the application’s 18 automatic filters before sharing it with your network.

MLV_Instagram_image_1

  • Similar to Twitter, members subscribe to the accounts they want to follow and use #hashtags to label or describe their photos. Just like on Facebook, viewers can express appreciation for an image by « liking » it; they can also post comments.

MLV_Instagram_image_2

  • Moreover, the application can be used to share photos on other social platforms.

MLV_Instagram_image_3

  • Although Instagram does have a Web version, other Websites have adapted the mobile platform for larger screens, making it easier to navigate and manage your account: Webstagram, Statigram and Pintacular.

MLV_Instagram_image_4

Source: Pintacular

How can tourism businesses and organizations benefit from Instagram?

With Instagram, businesses have access to user-generated mobile-optimized content. A convergence of two major trends, the rise in visual marketing content and SoLoMo (see also: Vous avez dit SoLoMo?), this medium is generating interest in the tourism industry, which sees it as a new way for communicating with clients. Making Instagram part of your marketing strategy can provide the following benefits:

  • Develop your brand image. Instagram can introduce users to a variety of interesting photos associated with the brand or destination.
  • Strengthen customer relations. Analyzing Instagram photo searches can help businesses better understand their target clientele. They can use the application to interact with their target market and participate in conversations about certain images, thus reaching a different digital community to complement those in other social media.
  • Create visual content. An organization can repost the best user photos of its establishment or destination on its own account. When you do this, the firm Adviso suggests adding a message to the photo mentioning the name of the user who took the picture, to give photo credit. You can also include Instagram photo albums on your Facebook page, thereby increasing the amount of visual content shared with your fans.
  • Increase your mobile presence among travellers. Instagram can be useful at every stage of the travel cycle, not just during a stay. Its content can provide inspiration, encouragement and guidance during the planning stage, and keep a potential visitor connected with the destination or organization after the initial contact. It is an opportunity to increase one’s presence among connected customers.

How can individuals use Instagram in the context of tourism?

MLV_Instagram_image_6_ENG

What tourism businesses or destinations use Instagram?

The Canadian Tourism Commission has added Instagram to its social media strategy with the ExploreCanada account, which has nearly 15,000 followers. It invites members of the tourism industry to post images using the hashtag #ExploreCanada.

MLV_Instagram_image_7

Source: ExploreCanada

The destination management organizations of Nova Scotia, British Columbia and Alberta have also created hashtags to showcase their destinations.

MLV_Instagram_image_8

Source: #visitnovascotia, #tourismbc, #travelalberta on Instagram

Tourisme Montréal encourages the use of hashtag #MTL and incorporates user-generated Instagram photos in a page on its blog, Vivez Montreal/The Montreal Buzz. Some images are also reposted on its Facebook page or put together to form a special blog post. For summer 2013, the site has developed a strategy using the hashtag #mtlmoments on Instagram and Twitter.

MLV_Instagram_image_9

Source: The Montreal Buzz

The number of major hotel chains using Instagram more than quadrupled in one year, from 19% in 2011 to 82% in 2012, according to Digital IQ Index: Hotels 2013. Some brands, like the Shangri-La and Four Seasons, have come up with hashtags (#lovingthemoment and #FSFotog, respectively) to encourage guests to share photos of their hotel stays.

MLV_Instagram_image_10

Source: @althotel, @intercontinental and @fairmonthotels on Instagram

Furthermore, the ALT Hotel banner launched its second mobile photo contest, #ALTexpo, to create a mural of digital photos for the lobby of its new hotel at Halifax Stanfield International Airport. The video below presents a behind-the-scenes look at the first edition of the contest, organized for the ALT Hotel at Toronto Pearson International Airport:

<iframe width= »560″ height= »315″ src= »http://www.youtube.com/embed/Od3CEQRrXpU » frameborder= »0″ allowfullscreen></iframe>

www.youtube.com/watch?v=Od3CEQRrXpU

The application has also been enthusiastically adopted by the airlines, particularly Air Canada and WestJet.

MLV_Instagram_image_11

Source: @WestJet, @Air France and @AirCanada on Instagram

With an adoption rate of 18% in the United States, Instagram is still an emerging platform, currently used primarily by young people. Some 28% of Americans ages 18 to 29 used Instagram in 2012, compared to 14% of 30 to 49 year-olds and 3% of 50 to 64 year-olds. However, it has significant growth potential and relevance for tourism, which is reflected in its current popularity among numerous industry organizations.

Catégories
Customer segments

Family travel and Generation X parents

In the last few decades, family realities have changed dramatically. While amenities popular with children (like a hotel pool) are still very important when planning a family vacation, the demand for family travel has been affected by the fact that parents from Generation X now head young families. Having had their children much later in life, this new generation of parents has different values and concerns than their predecessors.

Families look for interesting activities and appropriate services

According to recent findings from Shell Hospitality, owner and operator of a dozen or so resort hotels in the United States and Canada, the top three decision factors in planning a family vacation are the following:
According to recent findings from Shell Hospitality, owner and operator of a dozen or so resort hotels in the United States and Canada, the top three decision factors in planning a family vacation are the following:

  • Location: the destination must offer fast, easy access to a variety of family and recreational activities (amusement parks, visitor attractions, beaches, ski hills, etc.) or be located near the homes of friends and family.
  • Room size: rooms must be spacious enough to allow multiple family members to relax. Families increasingly appreciate amenities like kitchenettes, video games and internet access.
  • Hotel services: naturally, a pool is still the most popular attraction. However, game rooms and fitness facilities are also desirable features. Finally, when the group involves more than one family, teens want their own room; if grandparents are also part of the group, it is vital to be able to reserve neighbouring rooms.

A Travel Industry Association of America (TIA) study confirms that programs for children are very popular with families. Special children’s menus (41%) and hotel discounts for families (30%) are the most popular features, while the availability of toys and video games (22%), supervised activities (13%) and babysitting services (6%) are also well liked by families.

Although an average 60% of families take advantage of these types of services when they travel, Generation X parents are more likely to do so, with 71% of those aged 35 44 using children’s programs. This is the highest proportion among all individuals who travel with children.

Who are Generation X parents?

Generation X covers individuals born from 1965 to 1980. Even though the oldest of these are already in their 40s, many are parents of young children.

In Canada, it is estimated only 17% of Gen Xers have had a first child by the age of 25, while this percentage jumps to 29% among Baby Boomers. In 2002, four out of 10 children (40%) were born to parents aged 30 to 39, compared to 34% in 1991 and 24% in 1981.

Looking for work life balance in a race against time

For Generation X, happiness depends primarily on successfully balancing one?s personal and professional responsibilities. To this end, 80% of parents in this generation would like to spend more time with their families even though, on average, they already spend more time with their children than their parents did.

Shorter, more frequent trips

According to a Spring 2005 survey conducted by the US website thefamilytravelfiles.com, family travel is following the trend towards shorter, more frequent trips. In fact, 35% of those surveyed reported having taken two family vacations during the year, while another 35% reported having taken three or more trips. This frequency had an effect on the duration of family vacations: 75% of them were for a week or less, with 35% of all trips lasting only 2 to 5 days.

Torn between their personal needs, their desire for time with their spouse and the importance attached to family time, Generation X parents are creating a new demand for family travel. Although both leisure and business travel afford opportunities for personal relaxation and rejuvenating time for couples, they are also becoming ideal occasions to spend quality time with the children.

Family responsive vs. family friendly

Family travel was long defined as travel for children, while today it is defined as travel with children. The nuance is important for companies who must become responsive to the needs of both parents and children; traditional family friendly outfits, like theme parks and zoos, must now think about the type of experience available to parents so that visits are enjoyable for every member of the family.

At the same time, to respond to these various needs, some tourism based companies with primarily adult clientele are starting to experiment with new services to show that their facilities can offer everyone, children included, a fun vacation. Last December, Air Transat launched its Kids Club (ages 2 to 11), which provides a number of services and privileges (priority boarding, games, special meals, etc.) to make a family vacation more fun and enjoyable for everyone. Currently, children represent 6% of all Transat Holidays customers.

Resort complexes in southern destinations were among the first to develop mini club services to offer parents a family vacation experience that cleverly combines time with the children with time alone. Club Med remains a leader in this type of approach, breaking down its various children?s programs according to age: Baby Club (4 to 23 months), Petit Club (2 to 3 years), Mini Club (4 to 10 years) and the new Junior Club for teens (11 to 17 years).

Major cruise ship companies quickly adopted this model to attract families. By offering adapted facilities (family staterooms) and appropriate services (organized activities for kids, a water park, arcade, etc.), cruise ships are positioning themselves as the holiday solution that promises something for everyone. And the approach seems to be working: 525,000 of the 3.3 million passengers travelling with Carnival Cruise in 2005 were children.

In Quebec, family friendly initiatives have sprung up recently at spas, country inns and business hotels. These include activities aimed directly at children, babysitting services, supervised game areas for both younger children and older children and family suites furnished specifically for the comfort of children and parents.

In conclusion, in the era of Generation X parents, family travel is no longer defined solely by the preferences of children; parents want to have fun too!

Sources:

– « Cruises: All in the Family, Oceans of Fun for Families, » Family Travel Files Ezine [www.thefamilytravelfiles.com], September 2005.
– Désiront, André. « Partir avec les enfants, » La Presse, February 13, 2006.
– « Kids Want Goodies, Teens Want Adventure: Resort, Airlines and Cruises Cater to All Ages, » Calgary Herald, February 25, 2006.
– « Press Release Family Vacation Survey 2005, » Family Travel Files Ezine [www.thefamilytravelfiles.com], June 2005.
– « Shell Hospitality Reports Trends in Holiday and Family Travel, » Travel 2006 [www.travel2006.org], December 9, 2005.
– Vailles, Francis. « Société : Famille X (2), » La Presse, May 8, 2004.