Nebraska Association of Bed and Breakfasts

“Tourism Tidbits” is published monthly in English and Spanish, Portuguese and Turkish.  Mtra. Patricia Koalska of Mexico does the Spanish translation, Ericka Amorim of Lisbon, Portugal provides the Portuguese translation, Elise Magras from the French Caribbean provides our new French translation, and Dr. Turgut Var provides the Turkish translation.

How does it draw the line between technology and personal service?  There is no doubt that technology plays an important role in tourism and travel.  Most of us are now used to booking our airline reservations on line, dealing with telephone trees and other cost saving devices. These technological advances have allowed corporations to save on manpower while at the same time empowering customers to make their own decisions.  On the other side of the equation, travelers use more technology then ever before and often the tourism industry has taken advantage of this desire (need) to stay in touch with its clientele.  Most of us are now used to being almost harassed with on-line surveys or computer driven telephone calls.  Now we have entered into the world of e-marketing, a system that may be called an advanced form of “spam.”

Although many hotels do provide free internet services, many of the “better” hotels have added additional charges for local calls, for internet access and a per page fee to receive a fax.  These additional charges combined with less personalized service often means that travelers have the idea that technology has become a one-way street. Technology is used to provide less personalized service and at the same time to generate additional revenue at hotels, on airplanes, and at transportation hubs.

Despite the misuse of technology, tourism and travel are highly dependent on technology and its use has made life a whole lot easier. There is no doubt that the cell phone has become a major part of our lives. And although technology etiquette may lag behind technology machinery the inconvenience of someone speaking too loud on a cell phone is more than outweighed by the safety, security and convenience that cell phones bring to most of us. On the other hand, technology’s growth has allowed worldwide terrorism to attack the tourism industry.  Cell phones can save lives or detonate bombs; air conditioning units serve to make life bearable in hot climates, but also pollute the atmosphere and can be carriers of disease.   The dawn of the computer age permits us to know weather forecasts around the world, allows business travelers to stay in touch with their offices and to supersede the problem of cross time zones negotiation, but can be used to destroy air travel.

Technology then has become a mixed bag for the tourism industry. It creates a great deal of conveniences while at the same time has been used as a way to increase revenues and to lessen customer service.  The world of technology has made air travel safe and abundant but has also brought about the need to go through long security lines and daily hassles. Certainly, some parts of the industry have begun to use technology prudently.  When used ethically, technology can be a great help in increasing our communication and security.  If on the other hand technology is used for selfish or destructive purposes than it can become a nemesis within the travel and tourism industry.  Hamlet’s question “to be or not to be” has never seemed more poignant in its relationship to travel and tourism.  To help you decide how much or how little technology is right for your tourism business, Tourism Tidbits offers the following suggestions: