Disability, Customer Service and Developing an Access Culture Accessible Arts Festivals Forum Tuesday, 19 July 2011 Associate Professor Simon Darcy UTS Business School University of Technology, Sydney [email protected]Our vision is a society in which people with disabilities can contribute to and fully experience the arts and cultural life.
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Disability, Customer Service and Developing an Access Culture Accessible Arts Festivals Forum Tuesday, 19 July 2011 Associate Professor Simon Darcy UTS.
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Disability, Customer Service and Developing an Access Culture
Accessible ArtsFestivals Forum
Tuesday, 19 July 2011
Associate Professor Simon DarcyUTS Business School
Our vision is a society in which people with disabilities can contribute to and fully experience the arts and cultural life.
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Overview
1. Definition of Access for Festivals 2. Access market potential3. Business case4. Market dynamics5. Cool accessible festival experiences6. Developing an access culture7. Concluding comments
Based onBuhalis, D., & Darcy, S. (Eds.). (2011). Accessible Tourism: Concepts and
...is a collaborative process between stakeholders that enables people with disability, including mobility, vision, hearing and cognitive dimensions, to function independently and with equity and dignity through the delivery of universally designed products, services and environments.
This definition adopts a whole of life approach where people through their lifespan benefit from access provisions.
These include people with permanent and temporary disabilities, seniors, obese, families with young children and those working in safer and more socially sustainably designed environments (adapted Darcy & Buhalis 2011, p10-11).
• Hearing– Visual signals, Auslan Sign interpreters, captioning or Tele
text, telephone typewriters, preprepared written material
• Cognition/learning– Plain English material, iconic signage, time, speed of
communication, environmental stimulus, alternative modes
• Others
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2. Access Market Potential
Domestic Demand• Australia = 4.0m
• New Zealand = 0.7m
Overseas Tourism• Europe = 127m
• China = 62m• USA = 60m • India = 47m
• Great Britian = 9m• Canada = 4m
•Group Dynamics = 2.8/day trip = 3.4/domestic
Economic Studies
Overseas• Europe €80bn• German €3bn• USA $14bn
Australia• Day Trips $1.5bn• Overnight $4.8bn• Inbound $1.4bn• To the Australian
economy each year.
(Dwyer & Darcy 2011).
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3. Business Case for Access Markets
• Global Trends• Ageing of the population • Baby boomers• Increased opportunities• Human rights declarations• Community expectations • Lifelong learning • CSR – Social sustainability
• Part of all markets• A specific/niche market• New products - innovation• Non peak periods• Segregated Universal• Flexible/integrated space• Group size• Networks and collaborations • Destination competitivness
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4.
Lifecycle Groups
11Source: Darcy 2011 based on NVS 2010
Activities
12Source: NVS 2010
5. Quality Accessible Festival Experiences
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Festival Experiences
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Summit Mt. Kosciusko
6. Developing an Access Culture
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Customer Feedback Loop
Access Market Use Circle
Darcy, S. (2011). Developing Sustainable Approaches to Accessible Accommodation Information Provision: A Foundation for Strategic Knowledge Management. Tourism Recreation Research, 36(2), 141-157.
Planning an Accessible Festival
• Language, information and promotion– Dignity– Registration forms– Information– Marketing– Publicity
• … Preplanning, registering and having close off dates for access makes managing resources possible together with creating organisational responsibility for delivering what it is said that you were going to deliver…
• In this case, at Glastonbury Festival camping and positional access for key performances
• Melbourne comedy Festival had a different approach with respect to get access where they said pre-register for shows and we will provide Auslan interpreters