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Associate Professor Simon Darcy UTS Business School University of Technology, Sydney

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 simon.darcy@uts.edu.au.

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Associate Professor Simon Darcy UTS Business School University of Technology, Sydney

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  1. Disability, Customer Service and Developing an Access CultureAccessible ArtsFestivals ForumTuesday, 19 July 2011 Associate Professor Simon Darcy UTS Business School University of Technology, Sydney simon.darcy@uts.edu.au Our vision is a society in which people with disabilities can contribute to and fully experience the arts and cultural life.

  2. Overview • Definition of Access for Festivals • Access market potential • Business case • Market dynamics • Cool accessible festival experiences • Developing an access culture • Concluding comments Based on Buhalis, D., & Darcy, S. (Eds.). (2011). Accessible Tourism: Concepts and Issues. Bristol, UK: Channel View Publications. http://www.multilingual-matters.com/display.asp?k=9781845411602

  3. 1. Definition of Access for Festivals • ...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).

  4. Dimensions of Access • Mobility • Ramps, lifts, circulation space, accessible unisex toilets, automatic doors, table heights, operational dexterity • Vision • Tactile tiles, visual contrast, audible signals (lifts/street crossings), braille, large print, assistance animal respite areas, audio described, mp3 • 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

  5. Domestic Demand Australia = 4.0m New Zealand = 0.7m Overseas Tourism Europe = 127m China = 62m USA = 60m India = 47m Great Britian = 9m Canada = 4m 2. Access Market Potential 650 million Worldwide • Group Dynamics = 2.8/day trip = 3.4/domestic

  6. 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).

  7. 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 3. Business Case for Access Markets Global Financial Crunch

  8. Triple Bottom Line: environmental, economic and SOCIAL sustainability

  9. 4. Disability as a market? Disability as part of every market? Both...

  10. Lifecycle Groups Source: Darcy 2011 based on NVS 2010

  11. Activities Source: NVS 2010

  12. 5. Quality Accessible Festival Experiences

  13. Source: HREOC 2003

  14. Festival Experiences I just want to do cool things without the hassle ...

  15. Summit Mt. Kosciusko

  16. 6. Developing an Access Culture Access Market Use Circle Customer Feedback Loop Darcy, S. (2011). Developing Sustainable Approaches to Accessible Accommodation Information Provision: A Foundation for Strategic Knowledge Management. Tourism Recreation Research, 36(2), 141-157.

  17. Planning an Accessible Festival • Language, information and promotion • Dignity • Registration forms • Information • Marketing • Publicity • Venue • Access/Toilets • Communication • Volunteers/Attendants • Transport • Parking • Public Transport • Special Purpose • Responsibility? • Who? At what level? Resources? • Accommodation • Access • Proximity to Venue • Variety of classes • Social Calendar • After hours information and/or program • Restaurants/side trips • Transport and Attendants • Support Services • Medical • Catering - special diets • Tty/Signers

  18. Iconography Source: www.health.state.ny.us/ nysdoh/promo/events.htm

  19. Managing Expectation • All organisations have access warts! • Strategic approach…Disability Action Plans • Expectation = experience   • Expectation ≠ experience     • Information provision • Customer service culture • Organisational communication and commitment

  20. Best practice examples • The Access All Areas Film Festivals use the iconography to clearly convey their message together with a phone number/website address • http://www.accessallareasfilmfestival.com.au/archive.html

  21. … 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 • http://www.glastonburyfestivals.co.uk/information/disabled-info/

  22. 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 • http://www.comedyfestival.com.au/2011/season/shows/deaf-access/

  23. 7. Conclusion • All people have constraints • People with disabilities and others have access requirements • All people have a right to attend festivals in whatever role they choose to involve themselves • Don’t constrain people’s experiences by what you think their abilities are • Empower people to experience • Organisational responses need to address this issue from both the human rights and economic case • Equality of experience • “Sense of festival”

  24. Companion Card • Promoting the rights of people with disability, who require a companion, to fair ticketing at events and venues • 4500 Cardholders in NSW since March 2009http://www.nds.org.au/nsw/companioncard.htm

  25. Contact Dr Simon Darcy UTS Business School University of Technology, Sydney 02 9514-5100 simon.darcy@uts.edu.au

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