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| The Future of Meetings |
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| Written by Administrator | |
| Thursday, 04 September 2008 18:44 | |
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R  ising gas prices, airline cutbacks, canceled and delayed flights, skyrocketing travel costs…these are just a few of the challenges facing businesses today. As a result, more and more companies are looking for ways to eliminate or at least greatly reduce travel expenses, and they’re re-examining how they’ll conduct meetings in the future. Trying to eliminate meeting expenses is not a new concept for business. After 9/11, the airlines temporarily shut down. When the airports reopened, many people were afraid to fly. In response, companies rushed to try virtual meetings—namely video conferencing and Web conferencing—in an attempt to save time and money. But the tools available had limitations. On a personal PC, video conferencing was slow due to low bandwidth speeds that made the video fuzzy. High-quality systems were confined to a few video conferencing rooms, which were always booked. Web conferencing, using a combination of audio, text messaging, and PowerPoint, was useful but limited. Additionally, people tended to overreact and do all meetings virtually. Since no one had “meeting guidelines” in place, companies learned some hard lessons—that there are times when you actually need to see someone face to face, there are times when an audio conference will do, and there are times when an email is perfectly fine. With greatly diminished meeting outcomes due to the lack of guidelines, video conferencing and Web conferencing went back to playing a minor role as companies reverted to traveling for their meeting needs. Fortunately, people didn’t completely abandon video and Web conferencing. Companies use video and Web conferencing today more than ever before because they discovered the technology. Now it’s time for corporate America to step it up a notch and use the new meeting technology to not only save costs, but also to build relationships. The Future of Relationships The challenge today is that many companies are going into crisis mode. Because air travel and gas costs are high, they’re using video and Web conferencing, as well as the new high-end videoconferencing called telepresence offered by Cisco and HP, to save travel money. However, if their only motivation is to save money on travel, rather than the more important goal of enhancing communication and collaboration throughout the enterprise, then they’re simply creating another fad. Video conferencing has evolved tremendously over the past few years, and companies need to use the technology of today to pave the path to future profits, all of which hinge on relationships. To add fuel to the fire is the fact that rising gas prices and travel costs are not cyclical this time; they’re permanent. Major social changes are taking place worldwide in such places as China and India, and the increased global energy consumption affects everyone. In other words, fuel costs will fluctuate but will not go back to the low levels we once enjoyed. Therefore, smart companies are changing how they think about meetings and the new video conferencing technology, and they’re realizing that it offers business something more powerful than they’ve had in the past. These companies are thinking in terms of “visual communications” rather than simply video and Web conferencing. Visual communications heighten the bond you have with someone when you cannot see them face to face. It’s about adding dimension to the communication. There’s a reason why you shake someone’s hand when you meet them: The more senses you involve, the higher the connection. Those companies that can enhance their communication, both internally and externally, are the ones who can cause change faster and stay competitive longer. How to Make Visual Communications Work Before you mandate that video conferencing be the only way of conducing meetings, consider the following principles of visual communications. • First, realize that the need to meet, establish relationships, and share information, knowledge, and wisdom is not going away. No amount of high-tech gadgetry is going to change that in a fundamental way. That’s why face-to-face meetings are still the dominant form of meeting and extremely relevant, because there is no better way to build trust. In our increasingly global marketplace, trust is the glue that creates strong, successful, and enduring business relationships. Those who believe video conferencing will end face-to-face meetings are using “either/or” thinking, which often occurs when dazzling new technologies first appear. They view the new thing as destined to totally supplant the old thing, except that rarely happens. • Companies that make visual communications work will have the new and the old coexisting by allowing each to do what it does best. Video conferencing is a superb tool for saving travel time and expense, focusing on a structured agenda, obtaining senior-level points of view in real-time, building consensus, and making announcements. It’s not so good at smoothing out contentious give-and-take or handling emotional or sensitive issues. Fortunately, both virtual meetings and face-to-face meetings are readily available. It’s not either/or anymore. “Both/and” thinking is the new paradigm. • In the past, video conferencing required a big fancy room with expensive equipment. That’s not the only option for video anymore. Many new computers come with a built-in video camera. That means you can do video conferencing on a personal laptop from your desk, your home, or anywhere in the world. The software is free and comes with your system. And with some computers, you can have multiple people on at the same time and video conference with them all at once. Let the Meeting Goal Determine the Role of Technology The future of business includes an interdependent world that generates increasing quantities of data, information, knowledge, and wisdom that companies need to communicate. The key is to develop guidelines for determining what type of meeting to have. To do this, you must look at the meeting’s goal. One of the traps people fall into when planning a meeting is looking at business goals instead of human/emotional goals. Therefore, before you plan any meeting, ask yourself, “What is this meeting’s goal? Is it to inform, motivate, inspire, persuade, influence, sell, gain trust, negotiate, gain respect, establish new relationships, strengthen existing relationships, share information, share knowledge and experiences, gain credibility, change how people think, solve a problem, determine a strategy, or simply create dialog?” Thinking about the goal for the meeting in this way makes it easier to decide what type of meeting will be best and what technology is most appropriate. Once you know your meeting’s goal, use the following guidelines. • If the goal is primarily to inform by sharing data and information, then a meeting may not even be necessary. It might be far better to use email, groupware, a wiki, a blog, or an Intranet or Extranet and let people collect and absorb the information at their own rate and in their own time. • If you determine that sharing the information at the same time with everyone would be best, then consider audio conferencing and/or web-conferencing as an alternative to a face-to-face meeting. • If the information delivery will primarily be one-way, then an e-conference would serve the purpose. If, however, informing involves hands-on demonstrations and/or high levels of interactivity, then a face-to-face meeting is definitely in order. • If the goal is to influence, build on existing relationships, share knowledge and experiences, gain credibility, solve a problem, or determine a strategy, then a face-to-face meeting is best, but it is no longer the only option. Technologies such as high-end videoconferencing telepresence systems and satellite-broadcast services that use full-motion video could help you accomplish your goals. If all participants have access to broadband connections, and almost all today do, then web-conferencing offers another increasingly attractive option. Audio-conferencing could also be a viable option depending on the number of people attending and the amount of interactivity required during the meeting. • If the goal is to gain trust and/or respect, or to inspire, motivate, persuade, establish relationships, negotiate, or change how people think, then a face-to-face meeting is a must. If this is not possible, then the next best thing would be telepresence video conferencing rooms, which typically have three huge curved screens and a fourth screen above for shared work, custom lighting and acoustics, and life size images. Despite the current conditions of gas prices, transportation costs, and airline cuts, the need to meet, share knowledge, and develop relationships will continue. Therefore, successful meetings will depend on your ability to master the concept of visual communications and develop guidelines that leverage both old and new tools to build trusting relationships that foster greater communication, collaboration, and community. About the Author: Daniel Burrus is the founder and CEO of Burrus Research and author of six books, including the highly acclaimed “Technotrends.” Over the past two decades he has established a worldwide reputation for his exceptional record of accurately predicting the future of technological change and its direct impact on the business world. Dan monitors global advancements in technology driven trends to help clients better understand how technological, social and business forces are converging to create enormous, untapped opportunities. For more information, please visit: www.burrus.com |
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| Last Updated ( Thursday, 04 September 2008 18:52 ) |
| Are Tour Operators Equipped Overcome the Added Cost of Distributing Through Travel Agents? |
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| Written by Administrator | |
| Thursday, 04 September 2008 12:08 | |
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Consumers The traditional tour operator package model, offering a pre-assembled bundle of transport, accommodation and other travel services, has been under increasing pressure from the rising popularity of tailor-made 'dynamic' packages. Significantly, for tour operators, the game revolves around their decision to choose between scale, which is related with commodity, and specialization, which means special service. On what factors should tour operators consider while opting between scale and specialization, Brian Robb, SVP Corporate Development, The Mark Travel Corporation, says, "My recommendation is to choose one. There are very few with the product leverage, the brand, and the marketing reach to successfully complete in the commodity game, much less in both areas. Most likely, operators will have to be either a low-cost provider or a value-added provider." Robb, who is scheduled to speak during EyeforTravel's Travel Distribution Executive Conference 2008, to be held in Las Vegas on 1-2 October 2008, say that in the US and in today's world, rarely traditional tour operators or traditional travel agencies are very traditional in their business practices or in their adoption and development of technology. "The term "traditional" is a carryover from the time before the advent of online travel agencies (OTA's) when tour operators offered vacation "packages" for sale via travel agents. Tour operators made a simple and cost-effective vacation purchase available for consumers and they sold them only via travel agents. In many cases that included charter airline flights. That's where the stereotype of a "pre-assembled bundle" comes from; you had your choice of the Tuesday or Saturday departure pattern in order to get a better deal. Nowadays, a company, which was around during that era tends to be called a "traditional tour operator," says Robb. "In the 1990's, companies like Funjet Vacations and others changed all that by providing packages which allowed for departure on any day with the option of charter of scheduled airline transportation and a broad selection of hotels for stays from two days to several weeks duration. All of those choices were dynamically packaged to custom fit the vacation needs of the customer. Those "dynamic packages" were constructed in real time directly by consumers online or by travel agents using a simple browser-based booking tool," he added. Speaking of traditional travel agents, Robb said they've evolved to a point where today they include the original high street, or shopping mall retail model with which we're all familiar to include a full spectrum of practices that include the pure online (OTA) model and various models in between. "So the real question becomes; how can tour operators compete when they have the added cost of distributing via travel agents, and how can travel agencies compete when they have overhead costs which the OTA's don't have and don't have the marketing reach that OTA's have?" probed Robb. Commenting on the consolidation, which took place in tour operators segment in Europe last year, Robb said, "I think its an indication that the charter market in Europe is struggling and that the consolidations were in part due to better manage associated risk." "I think another thing to watch for is the actions those engaged in the sale of low margin travel commodities exploring additional opportunities starting with advertising revenue. For others, we'll see a focus on growing in other areas such as destination experiences and travel-related services," said Robb. Travel Distribution Executive Conference 2008 EyeforTravel's Travel Distribution Executive Conference 2008 is scheduled to take place in Las Vegas on 1-2 October 2008. The conference is part of Travel Distribution Summit, North America. For more information visit: www.eyefortravel.com/tdsusa/conference
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have embraced the multiplication of vendors and channels for buying travel products. Their preferences for what they put in their shopping baskets have also evolved, too. | Triphub Ceases Operations |
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| Written by Administrator | |
| Tuesday, 26 August 2008 03:24 | |
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TripHub's trip planning service is no longer available. We apologize for the inconvenience. Thank you to the tens of thousands of customers who used TripHub to plan trips and events over the past two and a half years. We founded TripHub with a vision of creating a new, easier and more enjoyable way to plan, coordinate, and share gatherings that involve travel. As we said at the start of this journey (and, yes, a startup is a journey), leisure travel is fun. It's an opportunity to spend time with family, friends and others who share our passions and interests. It's about deepening relationships and enriching lives, and we hope that in some way we were able to help extend the enjoyment of the travel experience and to ease the challenges and frustrations associated with organizing group trips. Triphub was one of the early entrants in helping leisure groups plan and organize together online. In a short period of time they were able to generate tens of thousands of customers and filled a major market need. Thanks for the help guys, you'll be missed. |
Seattle, WA based Triphub, an organization we have covered periodically at Leisure Group Travel has ceased operations. An announcement on the firm's website stated: | Finally, A Destination Development Plan Which Delivers on The Promise |
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| Written by Administrator | |
| Friday, 22 August 2008 19:10 | |
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Now, comes the dicey part - delivery! Will the infrastructure hold up? Will your Hospitality Partners perform? Will your Visitors and Guests be greeted and treated to the highest level of care and attention? Or, will the reviews of your Destination result in a declining and devalued reputation? Lest we forget, it is all about the Experience, how those who visit translate the Service received, the authenticity of the moment and the reliability of the delivery. For those of us who have watched Tourism initiatives unfold throughout the world, in countries, states, islands, provinces, regions and cities, we may extol the promotion but are always wary, pending the results. Now, we have an approach which connects all the dots of a worthy Tourism stratagem, the Oregon “Q Care” Program. This is an extremely exciting Tourism advance, and fully supports a “super-trend”, identified in a recent Futures Study, hosted by DMAI (Destination Marketing Association International) and conducted by Karl Albrecht International, “The Future of Destination Marketing – Tradition, Transition and Transformation.” The research team created an advisory definition: Destination marketing is a proactive, visitor-centered approach to the economic and cultural development of a destination, which balances and integrates the interests of visitors, service providers, and the community. They identified a significant Trend in advocating the Total Visitor Experience, called “Proliferating Preferences”, where travel customers increasingly seek and respond to a diversified set of value clusters (i.e., combinations of experiences, products, and prices that suit their individual preferences). The DMO’s (Destination Marketing Organization’s) key contribution in this dimension is the “…’visitor focus’ – drawing the attention of all stakeholders to the challenge of delivering a high-value visitor experience from end to end, start to finish.” Travel Oregon gets it! The State of Oregon Tourism Commission has stepped audaciously to the center of the Destination stage, commendably addressing the piece of the Destination Development package that most never connect – understanding that each and every player in their State - in their cities and hamlets, in their hotels, restaurants and attractions, and retail operations - have a role and responsibility in successful Oregon Tourism. Some might call this synergy of the parties; they call it the “Q Care Program”, and it revolves around Service Delivery. www.oregonqcare.com Oregon is very fortunate. They do not have to burnish a faded reputation, or build something from scratch or reconstruct from memory. They have known treasures – their seacoast, forests, recreation, lively cities, gracious and accommodating residents. They are already a Destination of Choice! But, along with the laurels comes further accountability and responsibility. Standing still spells gradual demise, for the marketplace dynamic drives continual improvement and excellence. Oregon understands this, and the “Q Care program” delivers on the Visitor Expectation. Oregon Q Care is a statewide customer service training certification program created to support the development of the Tourism & Hospitality Industry through enhanced guest experiences. It provides statewide standardized customer service training, emphasizes the importance of quality customer service in the Tourism & Hospitality Industry, and equips employees statewide with tools and resources to better serve Oregon’s visitors. We look to our Tourism Leaders for the vision, and the Oregon Tourism Commission has the inspired direction of Todd Davidson, who through the “Q Care Program” has determined a manner to “enculturate” all the stakeholders by establishing reasonable standards for all Hospitality sectors, educating the broadest audience through free, Internet connections, and answering the “Whys”, the “Wherefores” and, most importantly, the “What’s in it for ‘me’s’”. Whether you are a proprietor or pot washer, hostess or hot dog vendor, ticket taker or waitress, front desk agent or fishing guide, you are an integral part of that synergy for a successful Oregon Tourism ethos. And, by the way, the Program engages their seasonal workers, too! As Travel Oregon CEO Davidson noted, “Delivery on the promise is the mantra here.” He feels the on-line deployment of Q Care provides the most immediate and accessible “Best Of” tactics and strategies to those front line service Ambassadors, examining language, the non-verbal, response and presentation in the Guest interaction. Plus, he said, the Web Site linkage provides a source for Tourism information. Ultimately, every single person who “touches” a Visitor or Guest will influence the Oregon Experience. Travel Oregon collaborated with Eric Aebi and Peter Starks of Training Technology to create aspirational yet common sense training modules. The behavioral vignettes deal with those everyday “transactions” which either make or break an otherwise memorable Experience. These are situations we all relate to, and one misstep colors our perceptions and ultimately, our opinions and memories. The Producers adroitly explored the simplicity of asking for directions, the rude Front Office Clerk, the inattentive Food Server, and other encounters, which are familiar to anyone who travels. Their narrator describes the reaction of our Guest and then cogently relates how the situation might have been better handled. This is not simply a tell, show, do, review, for the actors skillfully deliver a nuanced performance we all recognize. The modules bring it right home, demonstrating that service, attitude, attention and sincerity make the difference. Initially launched during the 2003-05 biennium as classroom based training, approximately 9,000 people have been certified with the Q Care program. The new online Q Care program is designed to reach thousands more across the state by:
Travel Oregon is leading the way with the Q Care Program. By investing in this initiative, they have elevated the Tourism bar. All the players can participate, skills are enhanced, service distinguished, and memories are made. Well done!- - - - - - - - - - - - Mr. Hendrie is a keen observer of trends and results in the world of travel. He believes that Remarkable Hospitality is the portal to the Memorable Experience. Seek solutions at: www.hospitalityperformance.com |
Slap some ideas on the wall, vote for those which slide the slowest, invest tightly budgeted dollars for ephemeral marketing, get the slogans and promises out to the public, and await the results.|
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