A guidance document from the UN World Tourism Organisation for tourism sector authorities, enterprises and other stakeholders on how to deliver accurate, relevant and timely information to customers, prior to, during and even after the journey.
From the Introduction
"Private companies and public sector stakeholders in tourism must deliver accurate, relevant and timely information to its customers, prior to, during and even after the journey. Ensuring accessible information is without any doubt a key to communicating successfully with visitors in all of the stages of their journey. In the 21st century, the Information Society has experienced a breakthrough in instant communication through digital media. With new, mobile technologies, destinations and providers can reach wider audiences and provide tourists with access to larger amounts of information and also personalised content. This information is more agile and allows customers to compare different offers and services, thus providing them with greater autonomy in their decision-making.
However, these new communication systems may exhibit features that reduce access to information for a large number of people, especially those with visual, hearing, mobility or cognitive impairments. Tourist information needs to be designed based on the principles of Universal Design in order to maximise its ease of use by as many people as possible and in varied environmental conditions and situations. This applies equally to print media, graphics and digital communication formats. No one should be excluded from participating in tourism activities because of poorly designed information tools and systems, as this also implies being excluded from the opportunity of living an independent life."
Published February 2016. (24 pages). In English only.
Download the document from the UNWTO Website (PDF document 2 MB).