I attended a regional tourism meeting last week. I heard this quote from a speaker at the local information centre:

“People want to be able to get the information they want right away just by touching the screen.”

• She wasn’t talking about making websites better for iPod or iPad screens or a handheld device screens.
• She wasn’t talking about asking a question on Twitter or Facebook and having someone at the visitor centre answer it.
• She wasn’t talking about offering free wifi to travelers in the region.

Any of which I would wholeheartedly support. . .

She was talking about purchasing digital kiosks so that travelers could get out of their vehicle, come into the visitor centre, walk up to a terminal, figure out how to use it, tap their finger on the screen, search for what they want, write down the information that was presented so they could call or email, and walk out of the visitor centre with no information in their hand, except what they wrote down.

ARE YOU KIDDING ME?

I feel a rant coming on.

As we turn another page and enter a new decade, I find myself thinking about technology and restaurants. As a customer, how do you see handheld technology being used to enhance your dining experience?
I captured this bit of video while trolling the aisles of the BC Hospitality Expo in Vancouver late last year. The video shows a handheld (iPhone) app that servers can use to be more efficient at handling the orders and billing of their guests.

I am also reflecting on how restaurants can use QR Codes to tell the behind the scenes stories of the meals they deliver to folks in the dining room. One really creative restaurant in New Jersey recently began using QR codes to link to videos showcasing the Ethiopain cultural connection of some of the meals they serve. The diner, clicking on the QR Code links to the video and watches the short Youtube Video. Nice. The restaurant doesn’t even have to create the video content, just has to make the connection for their diner.

How could a brew pub showcase their pride in craftsmanship or educate the customer on how their product is made? How could you give behind the scenes access to your kitchen recipes or showcase where your local food is purchased by filming a short video with a local farmer?

How do you think restaurants could utilize the power of handhelds to enhance the dining experience for their ideal guests? Have you seen anything innovative in this space?

Facebook is pursuing a trademark on the word “Face” and has filed litigation against a Website that includes the name “book” in their URL.  Some in the accommodation industry may consider that Facebooks new “Check in” service, that has found its way into the mobile version of the website and the Facebook App (accessible to iPhone, iPod, Blackberry and Android devices), might some day pose a threat to the industry standard for guests announcing their arrival at the front desk.

In the meantime, Facebook Places provides a simple, handheld way for your guests to tell all their friends that they are at your location.

Why Facebook’s Places app matters?

• over 50% of web users have an account at Facebook.
• over 90% of people who earn at least $30 000 per year own a cell phone.
• over 35% of cell phones are Internet enabled devices.

It’s a fair guess that 2 of every 10 guests you are serving today has a handheld device and are capable of checking in on Facebook.

Whether an accommodation, food service, beverage service or attraction ask yourself this question.

“Would you like your clients to tell their friends that they are enjoying themselves at your location?”

Go ahead, I’ll give you a second to think about that.

OF COURSE YOU WOULD!!!!  Perhaps friends will come along to join the party, look you up online . . . at the bare minimum, you are going to score credibility points with all the friends of your guests who decide to check-in at your location.

So what do you need to do to encourage your guests to “Check in” on their mobile device?  Ask your guests to check in.

Call your guests to Action.

Give your guests a clear call to action.

Consider posting a sticker on your door, a sign in your waiting area, a rack card at your dining table that invites your guests to “Check in” on their handheld.  Consider offering an incentive to folks who check in – like a coupon for a free coffee on their next visit.

Of course there are a myriad of location-based games and associated apps – Gowalla, Foursquare, etc…. but the granddaddy of “Social” is Facebook.

What do you need to do to get started?

Go to your lobby or guest waiting area, turn on your handheld and point it to Facebook app or mobile website.  Click on the places tab and fill in your location.  If you are the first one to check in, you’ll be able to give your place a title and description.  All others who check in, will announce their arrival with the information you post as well as their own personal note.

Nielsen Company says mobile TV adoption is growing rapidly with 17.6 million Americans using smartphones to view video in the last quarter of 2009 (that is almost a year ago), up 57% year over year.  The average face-in-phone time watching video averaged three hours and 37 minutes per month (or about seven minutes per day).

According to Pew,  in a blog post researchers found “85 percent of Americans over the age of 18 own a mobile phone, and that a staggering 96 percent of Americans aged 18 to 29 “own a cellphone of some kind.”  Expect most of these folks to be able to view video on their phone when they upgrade their handhelds over the next few years.

According to the NY Times, in a report released Friday,  market research firm Gartner predicts that tablet devices used to access media will reach sales of 19.5 million units in 2010.  Gartner also predicted that sales of these handheld video-oriented devices would reach a staggering 150 million units by 2013.

While the mobile viewing bubble is a few years off, it’s time to consider what your Web presence will look like on a phone or 3G connected tablet device when handheld video comes of age.

photo credit: http://www.flickr.com/photos/orinrobertjohn

The idea of charging a fee for video and audio from conferences and events is old, and comes from the days of charging for tapes of presentations as a way of boosting revenue from live events.  Those days are over.

Today, sitting in little old South River, Ontario, Canada I’m watching the live streaming event LeWeb from Paris France – for free.  Not everyone can afford to travel to conferences and not everyone can attend your event each year.  By letting participants peak into your conference on their computer, you build your event reputation, entice future attendees and earn fans far beyond the walls of your event.

Events like LeWeb and Web 2.0 Conference put some of the brightest lights in the tech industry on stage for their audience and give away the content. These events gain a wide audience and inspire people to consider attending in person and make it more enticing for presenters to offer their services at little or no cost.

These events and others like Phocuswright Conference for Tourism Industry earn income by providing a stage for start-ups to showcase their businesses.  Unlike others, Phocuswright charges a fee for access to streaming and on-demand video.  This insulates conference content from those who don’t pay for access, and offers less exposure for the people and businesses that take the stage.

Growing your brand exposure by giving away the proceedings, earns free promotion for your event from people “Outside the Walls” who:

• tweet about happenings with your hash tags (even though they are not there)
• broadcast the news and info and crediting your event
• tell others about what they learn
• blog about ideas they see and hear
• link back to your event
• attend future events

In this regard your event might consider moving the cost of video production from an expense that will produce income (selling access to video from your event) to a Public Relations and Promotions expense that will grow future attendance at your events.

Ask Yourself: How can I extend my brand and involve people who can’t be here?

Why Live Streaming your Event is a no brainer:

Audience members can stream your event themselves today for FREE.  Apple yesterday approved the Ustream Live Broadcaster application for iPhone.  Now anyone with an iPhone 3G can  live stream video straight from the iPhone to the Ustream Web site.  That video can be embedded in other Web pages for free.  When audience members are holding up their phones, they are no longer just snapping photos, but sending video of your conference or event to others on the Web.

The Ustream.tv Live Broadcasting app works on both 3G cell phone connections as well as Wi-Fi.  It supports audience interaction with chatroom messaging and polling of viewers and allows uploading video to Youtube and Facebook.  Ustream Live is available in the iTunes store for FREE here

Other apps like Qik Video for iPhone (and other smartphone devices) has submitted its app for approval to the iTunes store as well.  This app permits instant updates of Video broadcasting via Facebook, Twitter and other social media.

All information is already free. The information attendees gather from your event will be publically available around the world before your speakers even step off stage.  There is virtually no information that Google can’t provide, but for the sake of a couple of keystrokes.

Information presented at your event is already old. The Web is changing so quickly that information has a “Best Before” date stamped on it that expires before the signs are taken down and the stage is packed away.

If they can get it for free, why would anyone come to your event?

The truth is, most people don’t come to your event for the conference proceedings and presentations.  They come to socialize with other attendees and presenters.  The biggest value you bring to attendees is the opportunity to build face to face relationships.  If your event doesn’t gain renown for the face to face interactions that take place in between presentations, you have a bigger problem than ubiquitous live streaming video.

photo credit: kitcowan

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The idea of charging a fee for video and audio from conferences and events is old, and comes from the days of charging for tapes of presentations as a way of boosting revenue from live events.  Those days are over.

Today, sitting in little old South River, Ontario, Canada I’m watching the live streaming event LeWeb from Paris France – for free.  Not everyone can afford to travel to conferences and not everyone can attend your event each year.  By letting participants peak into your conference on their computer, you build your event reputation, entice future attendees and earn fans far beyond the walls of your event.

Events like LeWeb and Web 2.0 Conference put some of the brightest lights in the tech industry on stage for their audience and give away the content. These events gain a wide audience and inspire people to consider attending in person and make it more enticing for presenters to offer their services at little or no cost.

These events and others like Phocuswright Conference for Tourism Industry earn income by providing a stage for start-ups to showcase their businesses.  Unlike others, Phocuswright charges a fee for access to streaming and on-demand video.  This insulates conference content from those who don’t pay for access, and offers less exposure for the people and businesses that take the stage.

Growing your brand exposure by giving away the proceedings, earns free promotion for your event from people “Outside the Walls” who:

• tweet about happenings with your hash tags (even though they are not there)
• broadcast the news and info and crediting your event
• tell others about what they learn
• blog about ideas they see and hear
• link back to your event
• attend future events

In this regard your event might consider moving the cost of video production from an expense that will produce income (selling access to video from your event) to a Public Relations and Promotions expense that will grow future attendance at your events.

Ask Yourself: How can I extend my brand and involve people who can’t be here?

Why Live Streaming your Event is a no brainer:

Audience members can stream your event themselves today for FREE.  Apple yesterday approved the Ustream Live Broadcaster application for iPhone.  Now anyone with an iPhone 3G can  live stream video straight from the iPhone to the Ustream Web site.  That video can be embedded in other Web pages for free.  When audience members are holding up their phones, they are no longer just snapping photos, but sending video of your conference or event to others on the Web.

The Ustream.tv Live Broadcasting app works on both 3G cell phone connections as well as Wi-Fi.  It supports audience interaction with chatroom messaging and polling of viewers and allows uploading video to Youtube and Facebook.  Ustream Live is available in the iTunes store for FREE here

Other apps like Qik Video for iPhone (and other smartphone devices) has submitted its app for approval to the iTunes store as well.  This app permits instant updates of Video broadcasting via Facebook, Twitter and other social media.

All information is already free. The information attendees gather from your event will be publically available around the world before your speakers even step off stage.  There is virtually no information that Google can’t provide, but for the sake of a couple of keystrokes.

Information presented at your event is already old. The Web is changing so quickly that information has a “Best Before” date stamped on it that expires before the signs are taken down and the stage is packed away.

If they can get it for free, why would anyone come to your event?

The truth is, most people don’t come to your event for the conference proceedings and presentations.  They come to socialize with other attendees and presenters.  The biggest value you bring to attendees is the opportunity to build face to face relationships.  If your event doesn’t gain renown for the face to face interactions that take place in between presentations, you have a bigger problem than ubiquitous live streaming video.

photo credit: kitcowan

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Google has identified over 100 000 businesses in the U.S. as “Favorite Places” based on user reviews on Google Maps and they have rewarded them with QR Stickers – Window Decals like the one below.

When snapped with a smartphone camera the two dimensional bar code hyperlinks to the business Google Listing which shows the user reviews and Google Map listing for the business. (Learn more about What is a QR Code and Why you should know)

In related news, starting today on Google’s local site for handheld users, Google provides top-level search categories like restaurants, shopping, gas, lodging, etc. on the front page. Click that button and you’ll see the closest-by search results ranked by user rating.

New Business Interest for Google

Encouraging guest reviews is vital to any business success and although Google Maps reviews have been around for quite a while, the new sticker campaign is a not-so-subtle brand builder for Google Maps revealing yet another business interest – Google  business reviews.  For businesses, Google uses the sticker campaign to ask: “Want to become a Favorite Place on Google?“, reminding business folk to ensure that their listing on Google Maps (aka Google Local) is accurate in the Google Local Business Centre.  Never mind that you’ll be increasing the accuracy and value of Google Maps database in the process.

Guest Reviews Matter

If I were TripAdvisor (fresh with a new restaurant review iPhone app) or Yelp whose iPhone app which beckons reviews on all kinds of businesses, I’d be more than a bit concerned about these stickers.    Each has worked hard at building recognition for their own brands as the de facto standard in ranking businesses.  Of course Google has been in the business of ranking all kinds of businesses online for much longer (search engine rankings) and have established considerable consumer trust.  Expect the sticker campaign to raise the importance of Google Maps reviews in the eyes of many.

Brand Building by Association

Association with a well respected brand is an excellent marketing strategy.  Businesses that link to their TripAdvisor reviews, or have an app in the Apple iTunes store know this well.  For the “Favorite Business of Google” sticker recipients, just having the sticker on the window is likely to encourage even non-smartphone users to form a favorable opinion of the business.  After all, folks may know about TripAdvisor or Yelp, but most everyone has a generally favourable opinion of the Google brand.

Learn more about Google’s QR Code gift to Favourite Places.

What do you think about Google’s QR stickers.  Do you think it will catch on?

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In less than a day you can have a great mobile-ready Website that delivers all the content you need to satisfy the needs of your iPhone and other smartphone carrying guests before, during and after their visit to your region.

Why ensure your content looks good on a handheld?

• 60% of the world’s population have a cell phone. (3.1 Billion cell phone contracts)
• Cell phone users replace their phones every 18 months; the vast majority of new phones are smartphones.
• 91% of cell phone users have their phone within arms reach 24/7; providing users with impulse access to Web content during the “in-between moments” in a day.
• listen to podcast episode with Hilton VP on the explosive growth in handheld sales for the hotel chain.

Wordpress.com blogs are automatically optimized for iPhone and Google Android phones; another reason why it’s time you started blogging with Wordpress.

Make your Wordpress blog a fully functioning  iPhone-ready and Android phone-ready Website without worrying at all about being a code monkey.

Create an account at Wordpress.com and add a blog.  Treat your blogsite as a free iPhone-ready and Android-ready Web site.  Both phones use the Webkit engine that powers Safari Web browsers and these phones will co-rule the handheld landscape along with Blackberry.  Soon Blackberry is expected to join the Webkit/Safari browser handheld crowd too.

Get your mobile site started with the right content on a Wordpress blog

Choose a Theme and Banner

It doesn’t matter what theme you choose, just pick one that has space for a banner image.

Banner Image: In the theme settings for your blog choose a banner image.  Give your Blog your Business Name as it’s title and include your main phone number in the Tagline setting on the General Settings tab for your blog.  Remember viewers may be looking at your site on their phone. Your phone number will automatically be a link, allowing your iPhone/Android site user to click the number to dial you with their phone!

Create Permanent Pages you think handheld device users and blog readers will appreciate:

• About us:  Include Contact Info.
• Check Availability: Consider using a page with a Google Webform.
• Link to your TripAdvisor page:  Encourage guests to write a review from the road when they check out.
• Map: Embed a Google Map on this page. (iPhone users can click on the map to link out of the blog to iPhone Maps app)
• Seasonal Rates: iPhone or handheld specials?
• FAQ’s:  Include things to do en route
• Media: On iPhone, Audio Podcasts can play in iTunes app, Youtube Videos open in the Youtube app and photo libraries on Flickr or Picasaweb can open in their handheld media format.  Be sure to link to your favourite picture folder on Flickr.com or Picasaweb.com

Flickr Photo Page looks great on iPhone:

Turn on the Mobile Theme for your Wordpress Blog

By default, the mobile version of your site is on, but check just to make sure.

On the Appearance tab click on Extras.

On the Extras page, Display a mobile theme box should be checked.

What happens now?

When viewing your Wordpress.com blog on iPhone or Google Android device your new Wordpress blog site automatically renders beautifully with WPtouch theme by BraveNewCode. W0rdpress.org (self-hosted blog) users can choose from a few plug-ins to render your site for iPhone (WPTouch among them).  A nice feature of WPtouch is that users can choose to turn it off and access the full version of your website simply by switching the mobile on/off switch at the bottom of each page.

Publicize your iPhone Page

As with the regular Wordpress view of your blog, the site home page of your site shows the most recent posts first.  The permanent pages-list at http://YourURL.wordpress.com/?pages-list is a great page to link to from your existing Web site as the iPhone or mobile version of your Web site.   Consider treating this pages-list page as your mobile home page.

Ask your guests to bookmark the iPhone blog version of your Website on their iPhone.

Pages list view of your blog on iPhone:

The Drop Down list in the upper right corner of the iPhone site brings up:

• a search box,
• home page
• links to permanent pages,
• post archives.

Special Pages for YOUR Ideal Guests:

No one knows the needs of your guest better than you (except your guests themselves).  Create pages you know your ideal guest will appreciate. Imagine for instance that bus tours are a key market segment for you. Consider a page dedicated to the guests traveling on the bus. Give the link to travel trade and have them include it in literature to your bus-traveling mobile phone toting guest so that they can view your content en route.

Get Blogging!

There you have it: A free iPhone-ready, Android-ready version of your Website; another great reason to have a free Wordpress.com blog for your tourism business.

Links

• Screenshots taken from Todd Whyte’s blog at Ocean View Hotel in Rocky Harbour, NL, Canada.
• Mashable’s Guide to Mobile Design
• Smashing Magazines’s Mobile Design Showcase

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Hilton Worldwide yesterday unveiled a new iPhone app. They designed it by listening to what their customers were asking for.

I spoke with Chuck Sullivan, Hilton’s senior vice president, global online services about the new iPhone app on this version of the Tourism Keys Podcast. Sullivan reports that 57% of travelers want to check in, 56% want to check out and over 50% want to change or cancel reservations on their handheld. In recent months an exponential increase in mobile revenue helped spur Hilton’s adventure into the iTunes store. Hilton Hotels have seen more than 400% month to month increase in mobile revenue since May, 2009 on their industry leading mobile Website. Revenue has been $44 for every dollar spent on mobile.

Despite the shocking numbers, Sullivan says the main reason they developed the app was to maintain customer loyalty among their ideal guests.

Download the podcast

The new application features handheld booking, check-in and check out, as well as a “Request Upon Arrival” service that enables a traveler to place an order for room service and have a meal in the guestroom upon arrival at the hotel.

The Hilton iPhone app is specially designed for Hilton Rewards members and features:

• Search for hotels nearby via address, city, airport or even GPS mapping
• Make a new hotel reservation
• View, modify and cancel existing reservations
• Check-in online up to 48 hours in advance for gold and diamond frequent guest members
• Order food and/or services to be available “upon arrival”

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