Morena
The art of the story is a conversation starter which is often discussed, but is just as often given lip service by many in the tourism sector.
There are just as many definitions of storytelling as there are stories! We like this version from the National Storytelling Network (with our modifications): Storytelling is the interactive art of using words and actions to spark visitor engagement and change.
We believe there are five key elements of storytelling. These are:
Of course storytelling can be combined with other art experiences which run the whole gambit of the genre.
We recently experienced a “how not to tell a story” tourism activity. Our guide did manage to partly deliver some limited form of functional interaction. The other elements of effective storytelling were not even touched on. This was a missed opportunity for a business which is at the premium end of the market.
Are your stories delivering what your visitors want? Talk to us about we can work with you to deliver an effective story experience for your initiative.
Ka kite ano
Story telling in action at Sanctuary Mountain
Nau mai!
Late, last summer in Coastal Otago; hoiho and visitors mixing in a small area of reserve land in a natural landscape. No interpreters present, and “common sense” guidelines being ignored by some.
With increasing number of visitors travelling to more remote places the potential threat to endangered wildlife is incrementally increasing. What drive visitors to seek wildlife interactions?
Considering the importance of this question there is a lack of recent research that suggests motivations and potential mitigation of any issue. One key study undertaken(in New Zealand and Australia) by CRC Tourism sets some important benchmarks in understanding, and thereby managing, visitors expectations.
Surveys asked visitors to rate how important opportunities to see wildlife are in their holiday travel decisions. Overall:
Those interviewed were asked how could the wildlife experience be improved. Key responses included:
Across a range of sites in both countries people seeking wildlife interactions were likely to be/have: older, have higher levels of education, stay longer, travel further, spend more, higher education levels and incomes, independent travellers, younger, female, younger, independent, use the internet for information, stay longer in the region.
Key themes around visitor satisfaction with wildlife experiences was higher for visitors who: learnt more about wildlife, rated their most memorable wildlife encounter as exciting, rated their most memorable wildlife encounter as natural ,place greater importance on seeing wildlife on holiday, are tour participants, are female, seek wildlife encounters in natural, environment, desire wildlife encounters with knowledgeable guides or staff present, and saw an animal for the first time in real life.
There is guidance in this research. Clues and actions we could take to better manage the interactions noted in the first paragraph.
In previous blogs we have touched on the importance of interpretation as the key facilitator of empowering better wildlife interactions, the need for companies to improve their social license to operate, and threats to our rare and endangered wildlife.
Wildlife interactions are a key plank of tourism in New Zealand /Aotearoa. We need enhanced research on wildlife interactions and agreed approaches to enhancing the visitor experience, and protecting the uncertain future of many of our natural taonga, across the country.
We need big picture, long term, balanced, decision making.
Ka kite ano
Malcolm
Four week old “Pounamu” born and bred on Maungatautari
Ata mārie
As we discussed in last months blog the Government has now moved on introducing a proposed visitor levy.
There may not be much debate that such a solution is needed with international visitor arrivals hitting 3.7m last year, and forecast to top 5m by 2024, almost twice the number we welcomed in 2012.
As many of us are aware, such growth has resulted in congested roads, overcrowding at popular destinations, and overloaded sewage and water systems, all putting pressure on local council budgets.
The tourism industry argues that tourism raises (through GST) around $1.47 billion annually. The predicted income from the levy is not a lot (around $ 57-80 million a year) and is certainly a lot less than the likely investment required to fix issues of around $ 150 million annually.
The issue gets further muddied with a recent report suggesting that on one hand the Government profits to the tune of $2.6b annually, while on the other some local authorities in tourism struggle to maintain essential services to ratepayers and visitors alike.
The muddy waters become even more turbid with bed tax proposals being supported by some large Councils. However these do not appear to be gaining Government support at either local or national levels. This potential source of funds may be resolved later this year when the Productivity Commission reports back on options for local government funding.
The key points of the current visitor levy proposal include:
* Most international visitors entering New Zealand for 12 months or less would be charged a levy, proposed to be between $25 to $35
* There would be some exemptions, most notably Australian citizens and permanent residents and people from most Pacific Island Forum countries
* The levy would be collected through visa fees and via the proposed Electronic Travel Authority process, also under consultation, for citizens of visa waiver countries
* The levy would collect around $57-80 million in its first year, depending on the rate, which will be split between tourism infrastructure and conservation activity.
The consultation on the International Visitor Conservation and Tourism Levy is open until July 15th . As an aside related consultation on the Electronic Travel Authority and fees and levies proposals are also open, find out about both at MBIE.
It is likely that the proposed levy will come into effect in November.
In our view the levy is somewhat of a smokescreen. The tourism industry more than pays its way through GST and other fees. The $ 2.6 billion raised in this manner could easily be redistributed to fund infrastructure and development needs without the need for a levy or bed taxes.
It’s about cathedral thinking, something that successful governments have failed to build on with the visitor industry.
Decisions should be made now by the Government to invest monies raised by international visitors to facilitate the sustainable future of Aotearoa, particularly in the infrastructure and conservation fields.
Mā te wā
Naumai
If you’re are linked into tourism, in any form, you will be aware that there are a number of key issues facing the industry ahead of increasing visitor numbers. There have been many calls for increased funding for the sector, both at national and regional levels, to address infrastructure and conservation related issues arising from tourism.
Good summaries of the issue can be found here and here.
Currently international tourism remains New Zealand’s largest export earner and it was responsible for a fifth of earnings from all exports of goods and services. Tourism accounted for 5.6 per cent of gross domestic product (GDP) and directly employs 230,793 people or 8.4 percent of the workforce. Currently the Government receives $1.5b in GST from international visitors, with a further $1.8b collected from domestic visitors.
The tourism leaders report (2016) suggests a National Tourism Infrastructure Levy be created comprising of a 2% national bed levy across the accommodation sector and a $5 increase to the border levy which would raise $65 million per annum from the industry.
Treasury’s view on any new tax is not supportive suggesting “that (there is no evidence) a border or bed tax meets the burden of proof for departing from BBLR (broad-base low-rate) principles”.
The latest in a myriad of comments on the tax issue come from Minister of Tourism, Kelvin Davis, who while at TRENZ, was forthright in saying the future is in a “levy on international visitors”.
Of course whichever side of the debate you support, the issue becomes more complex with TLA’s pushing and in some cases implementing “bed” tax. Currently Auckland, Wellington, Queenstown , Dunedin and Hawkes Bay are all pushing for, discussing, or in Auckland’s case legislating for, such a tax.
At the time of writing Rakiura/Stewart Island is the only destination to use a similar mechanism (visitor levy fee) although other entities such as Milford Sound Development Authority include a levy in all passenger cruise fees.
The key ingredient missing in the discussion is the major risk of an uncoordinated approach to fixing both infrastructure and conservation based issues. We have previously discussed the risks to tourism of uncoordinated approaches to sustainability and a social license to operate.
One thing a visitor (international or domestic) does not need is an arrival levy/tax and then varying provincial “bed” taxes – none of which are either consistent, efficient to administer or designed to solve the myriad of different issues specific to different places that make up New Zealand/Aotearoa.
Ka kite ano
Naumai
It is always a privilege to “share” Aotearoa / New Zealand. It matters little if the audience is domestic or international , hitting the road to explore our place in the world is one of life’s pleasures.
This summer was however different. Tasked with sharing the southern part of the South Island with a group of international visitors (including over the Chinese New Year period) I reflected on what one might find.
Reading and listening to media headlines I was expecting a constant stream of polluting freedom campers, over priced food and lodging, little space, tired operators, and people literally everywhere – even in my normally quiet haunts and secluded places!
The trip took in every destination and more, between Christchurch and Bluff via the Catlins, Manapouri, Te Anau Queenstown and Wanaka.
So summing up the trip was a great success, we achieved most things we promised our visitors and more. We saw rare and endangered wildlife, meet some fantastic locals, enjoyed great food and wine and the whole gambit of southern landscapes.
That of course is the official version.
My overwhelming impression after ten days on the road in the southern South Island, is of too many people in too many locations. I mean literally no one used to go to Slope Point (the most southern point of mainland NZ) , a full car park at Bluff mid afternoon (great views) and absolutely no where to turn in Wanaka around 4pm.
I am apprehensive when I hear local operators saying that bookings for next year re even higher than this summer, in one case up to a third. What does that mean for tourism’s social license to operate?
Here are some facts:
The number of international visitors coming into NZ averages over 320,000 a month
This is an average yearly growth of over 5.65 for the last ten years
More than one in ten jobs is indirectly generated by tourism
International visitors contribute $ 40 million per day to the economy
And New Zealander’s (2017) views on tourism
96% of us agree tourism is good for NZ 35% think tourism puts too much pressure on NZ 21% think there are too many visitors
Challenges for NZ’s around international visitors include: road congestion, litter and a high risk of motor accidents
In earlier blogs we have discussed the opportunities and challenges for tourism in maintaining and enhancing a social license to operate. Some initiatives such as Tourism Aotearoa’s sustainable tourism are small step in the right direction. But if this years southern experience on the road is next years reality, then we have a serious problem – with no coordinated response in sight.
Ka kite ano
Visitors on the beach – Moeraki Boulders
Naumai
It’s that time of the year again.Hopefully you have your team in place, well trained and ready to go!
Recently we took part in a discussion with Tai Poutini Polytechnic, employers and others associated with tourism on the West Coast. We discussed the opportunities and issues that involve training those involved in tourism.
Much of the discussion was based on the qualities of a guide. How do you take someone that may have all the necessary technical skill (i.e. hard) but needs coaching on the (so called “softer”) skills of guiding i.e. people management ? I think there was general agreement in the group that the biggest need was in the latter. For example how do you mentor an eighteen year old to lead, inspire, entertain and enlighten a 60 year old visitor from another country?
In this blog we look at some some of the qualities we should be training just about anyone involved in tourism, but particularly guides.
Charm / ātahu
Every person in your group is looking for information and more importantly, entertainment, from their guide. Remember we are now an entertainment centric society. A guide should always be constantly looking for opportunities to charm and involve your group in doing things, rather than just listening.
An active C drive / mātau
You may of course be a very charming person but if you don’t have the mātau then your’e on the back foot from the start. Yes you need to know facts, figures and anything else somebody on a tour might ask you. You also need to be prepared to find an answer and get back to people. Make sure you engage with everyone in the group and facilitate discussion between the group.
Stories / tito
Visitors (some) love hearing facts behind the topic of interest e.g. Tane Mahuta, but above all visitors love their guide to share a personal story about the topic. Stories engage people’s minds and more importantly hearts. Facts alone do not.
Organisation and flexibility / nahanaha
You need to be super organised and flexible if you want to be a great guide. The group will have certain expectations about what the are expecting to see. You need to deliver on those, and make sure your timing for pre-booked events is perfect. At the same time you need to be flexible. If an attraction is suddenly closed you need to find an alternative!
Humour / whakataka
Your visitors are on holiday; they want to be entertained. That includes the use of humour. It’s a skill to be developed but can ease a difficult situation, reassure visitors, make them laugh and add real value to a situation. While jokes are part of this, the most important part is you as the leader facilitating the humour in an appropriate way.
Empathy / aroha
You can be assured that somewhere, sometime, when you have a group something will happen to someone in the group. It may be lost luggage, bad news from back home, a cultural issue,or any myriad of issues. In this situation aroha will get you a long way, make your guests feel valued and can assist in solving the issue.
You can read some other interesting views of the qualities that make a great guide, and a tourism host, here and here!
Ka kite ano
Malcolm
Guiding at Maungatautari
Naumai
Last month we looked at some views on why NZ tourism needs to develop it’s social license to operate.
As previously noted, there are many definitions of how to obtain and maintain a social license to operate. At the micro level it’s about the concept of a project achieving ongoing approval of the local community and other stakeholders. That may be formal through processes such as the RMA or the DOC concession process or informal such as access agreements.
At the macro level it is how industry sectors work at a national level along similar lines, and particularly how they influence government.
The opportunity to achieve a social license to operate can be seen as an overall outcome. There is no rule book which defines the process, a method, tools or ways to achieve such an outcome.That is both an advantage and disadvantage.
Gavin Shepherd in the Te Awamutu Courier argues, that for the farming sector, “long-term profits on farm are more linked to these social perceptions than efficiency in production or scale at all costs”.
Dan Ormond, formerly partner at Ideas Shop, notes that, along with knowledge of who your market is and its size, “all aspects of engaging with stakeholders and developing sustainable business practices need to be communicated well in order to keep your business’s social license to operate”.
So how do we achieve such a license?
There seems to be general agreement on the following processes:
In terms of a tourism perspective we note Taleb Rifai, Secretary-General, World Tourism Organization (UNWTO) comments that “globally tourism is today the 3rd largest export industry in the world after chemicals and fuels. Last year alone, 1.235 million travellers crossed international borders in one single year. By 2030, this 1.2 billion will become 1.8 billion”. Globally tourism has sustainable development as a key plank in all its 5 pillars:
As an aside the UN General Assembly declared 2017 as the International Year of Sustainable Tourism for Development. Who knew?
In NZ tourism faces some political issues and community fears. As Professor Chris Ryan noted immediately after the election, all major parties played lip service to developing integrated tourism policy. This remains an ongoing challenge for the industry but should not deter Tourism Aotearoa , Tourism New Zealand local Regional Tourism Organizations and tourism operators doing more in this space.
Regular snapshots of how NZ communities view tourism show a trend towards less acceptance at the current and particularly the projected levels of international tourism.
In summary, achieving and maintaining a social license to operate is a dynamic, long-term, holistic and vitally important process for both key industry sectors and individual operators. The difference being primarily the scale of the input.
As social scientist Kate Brooks states “Any industry, that operates, particularly using common resources like water or land, forests, has to concern themselves with social license to operate issues. It’s like somebody saying I want to come in and use your front yard (for my own profit).”
Ka kite ano
Cruise ship passengers Whangara Marae
Naumai
Water, water everywhere so whats the issue…….?
A recent visit to Waireinga/Bridal Veil Falls, revealed a deeply discoloured waterway, with warning signs about the quality of the water, and danger to swimmers. Standing in the midst of 217 ha Wairēinga Scenic Reserve, surrounded by tawa-dominated forest, watching the water flow over 55 metres basalt cliffs, one wonders how this could happen in New Zealand.
There is good work being done in parts of the catchment. Over 8kms of native planting in an area upstream of the waterfall has been completed as part of a local initiative coordinated by Whaingaroa Harbour Care.
Water is already to be established as a key component of this years elections. A recent survey by Lincoln University (8th Public Perceptions of New Zealand’s Environment) canvassed New Zealander’s views about aspects of the environment .
The worst managed environments were perceived to be rivers, lakes, and groundwater, largely on account of very negative perceptions concerning the management of farm effluent and runoff. In fact, nearly 60 percent of respondents deemed farming to be one of the three main causes of damage to freshwater.
In a separate report, Our fresh water environment 2017, found nearly three quarters of native freshwater fish species are threatened by or at risk of extinction, as well as a third of native freshwater invertebrates and a third of native freshwater plants.
All of these reports raise the current issues, but also note the lack of data, and that the snapshot doesn’t take into account the slow movement through aquifers – such as those in Canterbury. The real impact on communities in these area may take many years to surface.
Both New Zealand’s leading export industries, tourism and farming, need to better manage their social license to operate in the environmental space. Water quality, the wider environment and sustainability are discussions (and subsequent actions) that need to form a key part of the this years conversations.
Ka kite ano
Waireinga/Bridal Veil Falls