Smart Tourism workshop: PRACTICAL INFORMATION FOR VISITORS/ IFITTtalk@Bournemouth

Festival of Learning Bournemouth University

Bournemouth University eTourism Lab, Bournemouth Tourism and IFITT invite you to the Smart Tourism workshop at Festival of Learning Bournemouth University



14 July 2015

Lees Lecture Theatre
Bournemouth University School of Tourism


  • Directions to Talbot Campus For Sat Nav users, the postcode is BH12 5BB

  • Parking : Free parking at Car Park (H) for festival of learning. Delegates can park there and will not need to book.
  • WIFI: BU provides ‘free Wi-Fi’ style access in partnership with The Cloud
  • TWITTER  hashtags are #BUsmarttourism #IFITTtalk as well as BU specific one: #bufest15


Bournemouth University eTourism Lab:

Bournemouth University Festival of Learning web site

IFITTtalk Web Site

14 July 2015

School of Tourism, Bournemouth University
Fern Barrow, Talbot Campus, Poole, Dorset, BH12 5BB

Smart Tourism Bournemouth University eTourism Lab

SMART TOURISM workshop at Festival of Learning Bournemouth University/ IFITTtalk@Bournemouth

Festival of Learning Bournemouth University

Bournemouth University eTourism Lab, Bournemouth Tourism and IFITT invite you to the Smart Tourism workshop at Festival of Learning Bournemouth University

14 July 2015

Lees Lecture Theatre
Bournemouth University School of Tourism

Smart Tourism workshop puts in agenda the main trends and challenges of smart tourism as well as discussion of research result on Smart Tourism conducted by eTourism Lab.

The workshop will be chaired by Professor Dimitrios Buhalis (Bournemouth University) and Jon Weaver (Bournemouth Tourism)

Smartness takes advantage of technology to process data in real time to produce services and products which are of value for all involved. Smart Tourism Destinations successfully implement smartness to improve the competitiveness of their destination and enhance the social, economic and environmental prosperity. Through using technology to ensure people are interconnected, processes can be designed to generate value to all stakeholders involved. This interactive workshop will discuss the principles of smartness and how they can be applied in a real life context.

The workshop is co-organised with Bournemouth Tourism and IFITT. It will bring together academic research and professional practice to explore how smart tourism will enable tourism destinations to take advantage of the emergent technologies.

Some of the issues that will be discussed are based on the following concepts.



Chairs: Professor Dimitrios Buhalis  (Bournemouth University) and Jon Weaver (Bournemouth Tourism)

© indicates confirmed panelist

12:30 -13:00  Registration and arrival – networking

13:00 – 13:15  Welcome and introductions
Professor John Vinney : Welcome to Bournemouth University
Professor Dimitrios Buhalis and Jon Weaver (Bournemouth Tourism) : Welcome to the day

13:15-13:45 KEYNOTE:
© Cedric Chambaz (Microsoft) Intelligent platforms and shifting search paradigms

13:45 -15:30 Smart Tourism – THEORETICAL CONCEPTS cutting edge developments and global best practice
© Professor Dimitrios Buhalis : Smartness, agility, innovation, cocreation in tourism
© Professor Janet Dickinson : The internet of Things
© Kim Boes : Smart Tourism frameworks
© Dr Nigel Williams Community crosstalk- real time twitter conversations
© Dr Philip Alford : Entrepreneurial SMEs: Achieving agility through smarter, data-driven marketing
© Dr Barbara Neuhofer : Smart tourism and cocreation of experiences

15:30 -16:00 Tea and cake networking – sponsored by Bournemouth Tourism

16:00-16:30 KEYNOTE:
© Antonio Lopez De Avila (SEGITTUR-Spain): Smart tourism destinations – Making Spain a smart destination

16:30-18:30 Smart Tourism – PRACTICE IMPLICATIONS for tourism destinations and Bournemouth

© Jon Weaver (Bournemouth Tourism) : Bournemouth as a smart destination
© Jamie Sergeant (Crowd) : Digital platforms for destinations around the world
© Justin Reid (Tripadvisor) : Harnessing the power of the public
© Anthony Climpson (New Forest Destination Partnership) : Smarting the small business
© Sara Uzzell (Chair Bournemouth Tourism Marketing Group): Stakeholders approach to smartness
© Richard Veal (New Mind) : Destination Management Systems and Interoperability
© David Ford (Chairman Silicon South) : Interconnecting Bournemouth
© Cristina Blaj (eRevMax): Smart Hospitality Data and Revenue Management
© Adam Smith (DUETTO) : Revenue Strategies, Profitability and Economic Impacts
© Adam Troman (Fusion WiFi): Connecting Bournemouth and creating infostructure
© Giovanni Landi (ETT): Augmented Reality in Tourism and Cultural Heritage

18:30-20:00 Networking and socialising – sponsored by

Event will be FREE of charge but with prior reservation on




14 July 2015

School of Tourism, Bournemouth University
Fern Barrow, Talbot Campus, Poole, Dorset, BH12 5BB

Smart Tourism workshop will be FREE of charge but with prior reservation on Bournemouth University Festival of Learning web site 

Smart Tourism Bournemouth University eTourism Lab

Holy Grail Route EU

Holy Grail Route with Bounemouth University eTourism Lab

The second project meeting of the Holy Grail Route EU project took place on March 30th and 31st at the University of West London. The project partners discussed the country reports, experts’ interviews and training sessions for tourism stakeholders. Special attention was given to the development of a concept for the website for the Holy Grail project and to the creation of tourism products for the different destination hubs of the route. Also, the project partners discussed how to organise and disseminate the forthcoming Holy Grail conference that will take place in Jaca, Spain between November 26th and 29th 2015. For more information, please visit

This International Conference would like to be a place gathering tourism researchers and professionals, cultural and historical professionals interested in the Holy Grail Route (A Transnational Thematic Cultural Tourist Product in Europe) and other European and International Cultural Routes. The conference will be based on the following themes:

– Holy Grail Route, traditions, studies and legends
– Cultural Tourism
– Religious Tourism
– Historical Tourism

– Rural and Inland Tourism
– Management, Business & Marketing
– Social Networks on Tourism
– Best Practices on Responsible and Sustainable Tourism for improving Local Tourism

– Tourist Scientific Information
– Tourism Research Methods and Techniques
– Heritage Documentation

Holy Grail eTourism Lab eTourism Lab Bournemouth University at Holy Grail Route Project Holy Grail

Congratulations on eTourism Lab members with their PhD!

Barbara-Neuhofer- PhD John-Fotis-PhD Zornitza-Yovcheva-PhD

Bournemouth University eTourism Lab congratulates its members Dr Barbara Neuhofer, Dr Zornitza Yovcheva and Dr John Fotis with their PhD projects!

The notion of creating unique and memorable experiences for consumers constitutes a prevalent concept in the tourism industry. Aiming to explore how the tourist experience can be enhanced by information and communication technologies through consumer-company experience co-creation throughout all stages of the travel process, Dr Barbara Neuhofer conducted PhD research on ‘Technology Enhanced Tourist Experiences: A holistic exploration of how tourist experiences can be enhanced by technology’. This study fills gaps of understanding, conceptualisation and empirical exploration of information and communication technologies (ICTs), implemented as a catalyst of change enhancing the tourist experience, and of transformations in consumers’ co-created experiences. The thesis was supervised by Prof. Dimitrios Buhalis and Prof. Adele Ladkin. Further information about the research

Dr Zornitza Yovcheva is an expert in mobile user experience and user research for travel and tourism. Her PhD topic is ‘User-Centred Design for Smartphone Augmented Reality Applications in Tourism’. Technologically advanced smartphones allow the use of Augmented Reality (AR) and introduced this technology to the mass market. In a typical AR smartphone application, the user of a smartphone can see virtual information overlaid on top of real-world physical objects (e.g. buildings or monuments) through the display of the smartphone. The research, supervised by Professor Dimitrios Buhalis and Dr. Christos Gatzidis, looks at the influence of context of use for smartphone AR applications when used by tourists in unfamiliar environments with the aim to develop conceptual framework for design of adaptive (context-aware) smartphone AR applications for tourists. Further information

Dr John Fotis made his doctoral research on “The use of social media and its impacts on consumer behaviour: The context of holiday travel”. During the last years, social media enjoy a phenomenal success in terms of adoption and usage levels. They cause paradigm shifts on how people connect and communicate with each other, on how they express and share ideas, and even on how they engage with products, brands, and organizations. Moreover, social media became significant networks of consumer knowledge. Dr Fotis’ study contributes to existing knowledge by proposing information exchange as an enlarged consumer behaviour construct. Moreover, the study identifies six social media functional spaces that enclose active users’ specific behaviours and cognitive functions: inspiration, collaboration, decision-making, self-expression, communication, and entertainment. Finally, the study proposes the social media enabled travel process model as a framework for understanding use and impact of social media throughout the holiday travel process. A number of implications for practice, as well as emerging areas for future research are drawn. Further information

Travolution Summit London

The Travolution Summit 2014 took place on November 24th in the award-winning building King’s Place, which offers two top quality concert halls and galleries which can be used for a  great variety of events like music, arts and conferencing.

The Travolution Summit has been showing the trends from the world of travel and technology in the UK. The aim is to turn London into the travel technology hub of Europe. This edition of the event started off with a presentation of Louise Cooper, Chartered Financial Analyst focusing on the economic crisis, the political turmoil in the UK and the instability in the eurozone. Then, Simon Breakwell, one of the founders of Expedia, emphasised the increasing power of TripAdvisor, Google, Onefinestay, HomeAway, Airbnb. One of the highlights of his speech was that “ has made an art out of the functionality of its website” and by spending £3.2 billion per year on marketing it stands ahead of its competitors. Simon Breakwell also stressed that company growth depends on finding A-players aka excellent employees who can drive the company forward.

The first workshop of the event was about activating search and social synergy to drive revenue and growth. David Gilbert, Head of Social at Kenshoo, showed how to improve the relationship between search and social campaigns to see double digit increase in conversations and ROI. This was followed by a discussion about cracking the incremental conversion code where the participants were:

  • Mark Varley, Managing Partner, MEC
  • Cian Weeresinghe, Chief Marketing Officer, Secret Escapes
  • Elliott Pritchard, Chief Marketing Officer, Travel Republic
  • Sylvain Piquet, Director, Business Intelligence & Account Strategy, Criteo

They advised online travel companies how to know which distribution channels and when they are performing best and where scarce marketing resources should be directed.

The most inspirational presentation was given by Jeff Coghlan, Founder, CEO & Creative Director, Matmi. The company Matmi is an award-winning agency, recently ranked in the Develop 100 list as one of the leading games agencies in the UK. Jeff Coghlan showcased a couple of their products. Firstly, the Optathlon was presented. It is an app-game specially developed for Untied Airlines who wanted to inspire more passengers to buy their improved products like more legroom, choosing your seats, priority boarding. Therefore, Matmi created an app-game where passengers were put in the airport environment and were trying to win over for example more legroom, and were competing with other passengers on the same flight. This app truly increased sales of additional products on United Airlines and engaged passengers much more. Matmi also created a heritage hunter app for West Somerset Rail which has proven to be a hit. In it, tourists play the app-game and when they get on the rail, they discover hidden treasures so they are motivated to travel to more stations. After they finish the game they are entitled to receive awards like discounts and treats. Jeff Coghlan highlighted that the mission of Matmi is to combine physical and digital features and thus improve the experience of tourists and change their behaviour as the app-games inspire them to travel more and engage more.

Then, three new companies explained their business models and these were:

1.  WeSwap – Jared Jesner & Simon Sacerdoti, Joint Founders

WeSwap is an innovative peer-to-peer foreign exchange website. It can offer a branded MasterCard for different companies. There is a very low commission of 1% per transaction.

2. TravelFund – Jasper Dykes, Founder & CEO and Enrico Di San Marzano, COO & Co-Founder

TravelFund, which operates under the brand name “Fly Now, Pay Later”, enables travellers to borrow up to £2000 at an average APR of 19.9pc.  TravelFund is partnering with leading tailor-made specialists Travelpack and Advance Payment Solutions Ltd (APS), one of Europe’s foremost payment solutions companies to launch this service.

3. What Now Travel?! – Tony Sandler, CEO

The company has created a smartphone app, London city guide, which offers transport guide and says which tourist attractions are within a certain transport route. The brilliant idea here is that the tourist checks the app, the app downloads the content about the routes and attractions, then on the next day the tourist can access this information with no wi-fi so without paying for roaming. Since its launch in April 2014 until today, the company has gotten 85,000 downloads of its app without any marketing activities. The company plans on creating apps for other big European cities as well in the future.

The afternoon workshop was lead by Russell Young, EMEA Sales Director – Sojern, and it was about big data. It shed light on how to drive sales and bookings to your site through advertising technology and how data-driven behavioural targeting enables more informed campaign decisions and marketing strategies to boost conversion rates.

A demonstration of the cutting-edge technologies in the travel industry was done by Joakim Everstin, Head of Innovations, Sabre Travel Network, EMEA. He showed how the Google glasses allowed you to search for flights and find your hotel room.

Travolution Summit 2014 finished off with a panel discussion between Kenny Jacobs, Chief Marketing Officer , Ryanair and Jason Clarke, Vice President & Managing Director, Global Sales, Travelport. They discussed how they enhanced their brands and technology strategies so as to answer the needs of travellers.

New Publications: Tourism Planning and Organisation Systems

Prof. Dimitrios Buhalis has co-authored two new books on Tourism Planning

Costa, C., Panyik, E., Buhalis, D., 2013 European Tourism Planning and Organisation Systems: The EU Member States, Channel View Publications, Bristol  

This book provides a systematic, country-by-country analysis of tourism policy, planning and organisation in the EU. Its main objective is to explore 21st century policy responses to the global challenges shaping tourism planning and organisation systems in the EU. The book offers a new critical approach to comparative policy analysis of EU member states and focuses on six key themes: territory, actors and structures, economics, policy, methods and techniques and vision. The book is designed primarily for undergraduate and postgraduate tourism students and researchers. The book will also be useful for industry practitioners who would like to engage in the theoretical principles and the conceptualisation of planning and organisation systems.

Costa, C., Panyik, E., Buhalis, D., 2013 Trends in European Tourism Planning and Organisation, Channel View Publications, Bristol 

Written by leading international tourism researchers, this book examines the key trends in European tourism planning and organisation. It introduces a theoretical framework to tourism planning and organisation using a procedural and structural approach. Despite having a European focus, it is globally relevant as many lessons from Europe can be applied to international tourism development. The book identifies and discusses six key themes in the context of European tourism planning and organisation: territory, actors and structures, economics, policy, methods and techniques and vision. It also identifies leading and emerging practices and offers a new vision for European tourism planning.

eTourism Dynamics: Technology and Hotel Distribution Online @ WTM 2014 Global Stage


The most significant worldwide event in the travel and tourism industry, World Travel Market 2014, began on November 3 rd 2014. A huge number of international destinations were present with their impressive national stands.
The travel tech exhibitor zone at WTM 2014 was also very popular  with powerful tourism players present such as GTA, JacTravel, TripAdvisor, and many companies specializing in the new trend: augmented reality in tourism.

One of the highlights on the first day of WTM 2014 was the event in WTM Global Stage: eTourism Dynamics: Technology and hotel distribution online. It was chaired by Professor Dimitrios Buhalis and Richard Lewis. The discussion was very alive as it was about “burning” topics like the growing power of Online Travel Agencies (OTAs), the increasing usage of smartphones for hotel reservations and reviews, the powerful meta search engines, and hotels trying to win over the battle with OTAs. It was underlined that hotels have been trying to motivate more customers to book through the hotel website or reception as opposed to booking via OTAs. This can be done by offering them special treats like discounts for future stays, a high quality wine or SPA treatment. There are also many discount restrictions which are embedded in OTAs contracts and many hotels have been experiencing problems with this. Thus, some hotels have been trying to survive alone and have left OTAs but they had to go back to them as they lost a lot of their customers who booked through OTAs. This indicates that OTAs will continue making profits due to the high dependency of many hotels worldwide on OTAs’ wide customer reach. Another interesting point was given about TripAdvisor. Some hotels have had problems with negative reviews and even though they requested TripAdvisor to remove them, in reality no action was taken from TripAdvisor within 6 months. Hoteliers expressed their concern about this matter which has lead to rooms’ cancellations after tourists had read these negative reviews. The event was wrapped up by emphasizing that OTAs should improve their policies and collaborate in an improved manner with hotels. In the end, customers will always want to stay overnight in hotels but it is vital that they are given a respective high quality service by hotels and OTAs while booking.

BU Tourism @ WTM2014


Also this year, the eTourismLab will be represented at the World Travel Market in London.

On November 3rd, Professor Dimitrios Buhalis will encourage participants to contribute to the debate and discussion of eTourism Dynamics – Technology and hotel distribution online: outstanding competitive practices and exciting trends for the future.

On November 5th, Professor Dimitrios Buhalis will chair the BU Tourism Futures Forum once again. The Forum is organised by The University of Bournemouth in partnership with the World Travel Market and the TravelDailyNews to facilitate the debate about the key strategic changes and to engage in a discussion about the successful response of the industry. This discussion will be followed by the launch of  the European Tourism Planning books.

For more information please visit this link.


Bournemouth University eTourism Lab leads at the ENTER 2014 Digital Tourism Conference in Dublin

Bournemouth University eTourism Lab leads at the ENTER 2014 Digital Tourism Conference in Dublin, From January 21-24 the famous ENTER 2014 will bring together again the eTourism community from all over the world for an exciting week full of eTourism events centered around the conference theme ‘Where Social Inspiration meets Dynamic eTourism Innovation’. Heavily involved in the organization and research aspect of this conference are also several members from the eTourism Lab at Bournemouth University.enter2014

ENTER has been organized by the International Federation for Information Technology and Travel and Tourism (IFITT),for the last 21 years. With Professor Dimitrios Buhalis being the President of IFITT Barbara Neuhofer the Treasurer and Dr Alessandro Inversini the Communications director, the eTourismLab members are heavily involved in developing and delivering the conference. The conference will attract 350 people and will offer an exciting mix of more than 150 keynote presentations, workshops, panel discussions and research sessions on cutting-edge eTourism developments.

The conference programme is organised in three streams. In particular the research stream will focus on the discussion of successfully submitted conference papers by BU eTourism students and academics. The following BU eTourism Lab members will present:

The conference also includes a PhD Workshop which Dr Inversini is co-chairing. The workshop will be a forum for PhD students to interactively discuss their research proposals with peers, colleagues, leading supervisors and scholars in the eTourism field. Among them will be three PhD candidates from Bournemouth University:

  • Jessika Weber: Augmented Reality Gaming: A New Paradigm for Tourist Experiences
  • Meikun Loi:The Influence of Social Media on eWOM in Online Reputation and Brand Personality
  • Barbara Neuhofer: The Technology Enhanced Tourism Experience

All papers have been published in the conference proceedings ‘Information and Communication Technologies Tourism 2014. Proceedings of the International Conference in Dublin, Ireland’, which will accessible for IFITT members on the IFITT Website ( and can be purchased online.

Apart from the research track, conference delegates can also enjoy the parallel-running industry and destination tracks where representatives of world-known technology-savvy tourism and technology organisations such as Google, Tripadvisor, Facebook, Digital Tourism Think Tank, Yahoo!, Tourism Ireland, Aboutourism, Bookassist, Realex Payments, Kayak, Amadeusand many more will give insightful presentations. The programme of the conference can be found at

The BU eTourism lab explores cutting edge information and communication technologies, alongside e-based strategic management and marketing for the tourism and hospitality industries and is organises a number of eTourism events throughout the year. For more information, please visit

IFITT President and Director of the eTourism Lab at the School of Tourism at Bournemouth University says: “I am proud that so many members of the eTourism Lab at Bournemouth University are involved actively in ENTER and were able to successfully submit their research proposals and papers to the conference. All their research topics tackle very cutting-edge and innovative eTourism approaches, which will be the basis for further investigations and industrial implications. ENTER gives us the opportunity to showcase the innovations we research at Bournemouth, engage in conversation with partners and expand our impact to industry.”

ENTER 2014 expects more than 350 participants and is a must-attend event for experts from academia and industry who are keen on staying updated about the latest news about information and communication technology in travel and tourism. Registrations for ENTER 2014 are still open. Don’t miss out and register now on the website at

For more information contact: Professor Dimitrios Buhalis (IFITT President) atifitt@ifitt.orgor

By: Professor Dimitrios Buhalis

ESRC Festival of Social Science 2013. Social Media: ‘Make or Break Your Reputation’


On Friday November 8th, 2013, as part of ESRC Festival of Social Science 2013, Bournemouth University eTourismLab will host an interactive seminar titled Social Media: “Make or Break Your Reputation”. By inviting students and professionals from tourism, hospitality, marketing and technology field, this event will promote social science by exploring how using a social science approach can help unpack the impacts of social media in tourism. It will emphasize the need to examine evidence, think critically and change practice as a result. The topic is of particular value to the target audience given that Bournemouth and the area around depend on tourism as a major economic activity. It will also facilitate participation from professionals who are in urgent need to manage their reputation on social media.

During this event, the discussion will focus on monitoring online conversations about brands and executing online strategies to manage the online reputation of organizations. It will include short presentations from research results undertaken at Bournemouth University. An open discussion will be encouraged between researchers and professionals. This event has been chosen as there is a growing research agenda on the impact of social media on organisational reputation for tourism destinations and organisations. Thus researchers recognise the need to engage researchers, marketing and tourism industry professionals in discussion.



Arrival, and Registration  ALLSEBROOK LECTURE THEATRE


Welcome and Setting the scene 

© Dr Keith Wilkes Dean School of Tourism

© Professor Dimitrios Buhalis (Bournemouth University)

Inspiring Short Presentations: Social Media and online reputation 

© Dr Scott Mccabe (Nottingham University): Social media and new marketing

© Dr Philip Alford (Bournemouth University): Coaching 60 Bournemouth business on social media – the Digital Destinations project

© Rowena Revill (Dorset Creative) : Social media best practice in Dorset

© Dr Anastasia Mariussen Associate Professor Oslo School of Management: Affiliate Marketing and Social Media
© Dr Brigitte Stangl (University of Surrey) Innovation, User-based Design and Social Media
© Daria Kakoian (Bournemouth University): Social Media across cultures and the Russian Market
© Dr Eleni Michopoulou (Derby University): Disability, Accessibility markets and social media
© Alessandro Inversini (Bournemouth University): Online Reputation and competitiveness
© Vicky Loi (Bournemouth University): Social media and brand personality
© Nicolas Gregory (Bournemouth University): Social Media in real time
© Dr Nigel Williams  (Bournemouth University): Twitter network analysis and social engagement
© Dr Matthew Frew (Bournemouth University) future technologies, city brandscaping and identity
© Alex Moss (National Coastal Tourism Academy Bournemouth): Networking for competitiveness   


Interactive Live Social Networking Lunch:

Musical Tables and experience exhange 



Industry Panel Discussion and Interactive Audience :

Chaired by Professor Dimitrios Buhalis (Bournemouth University)

Sharing experience – Make our tourism reputation : Anything social you wanted to know but you were scared to ask

Confirmed Industry / Practitioners panel

© Jon Weaver Bournemouth Tourism

© Richard Teideman London Creative

© Ben Dames National Trust

© Andy Martin Bournemouthecho

© Rosie Akenhead  Yelp UK

© Olivia O’Sullivan The Green House Hotel

© Miles Howard The Langtry Manor Hotel

© Emily Goodyer Marriott Hotel Bournemouth

© Sam Sutton New Forest Activities

© Hannah Caines West Beach

© Hotel Terravina


Concluding Remarks and future developments

Professor Dimitrios Buhalis Bournemouth University


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