ISO 14785:2024 PDF

Name: ISO 14785:2024 — Tourism and related services —Tourist information services — Requirements and recommendations
SKU: ISO 14785:2024
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Tourism and related services —Tourist information services — Requirements and recommendations

Название (английский):

ISO 14785:2024

Tourism and related services —Tourist information services — Requirements and recommendations

Статус документа:: Действующий
Формат:: Электронный (PDF)
Количество страниц:: 15
Дата публикации:: 13 ноября 2024 г.
Издание:: ISO IS 14785 edition 2 version 1
ICS:: 03.080.30

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Описание (английский):

This document provides minimum quality requirements and recommendations for onsite tourist information services located at the destination, online tourist information services or both. This document is applicable for management organizations responsible for tourism information services at the destination.

Abstract

Похожие стандарты

Упомянутые в описании и другие стандарты ISO

Overview - ISO 14785:2024 (Tourist information services)

ISO 14785:2024 specifies minimum quality requirements and recommendations for tourist information services offered onsite, online or in hybrid form. Published as the second edition, it updates the 2014 version to cover online tourist information, new digital services and strengthened normative annexes on sustainability and accessibility. The standard is intended for management organizations responsible for destination-level tourist information and promotion.

Key topics and technical requirements

Scope and definitions: Clarifies terms such as Tourist Information Office (TIO), Tourist Information Service (TIS), stakeholders and accessible tourism.

Information channels: Management organizations must define channels and include at minimum an online platform (website), email and contact telephone.

Reliable data: Maintain a database of legally reliable information sources, updated at least annually.

Content requirements: Provide impartial general and specific information including:

contact details and location of TIOs, maps and accessibility information
destination descriptions, itineraries, transport, parking and events
tourist service providers and emergency/health contacts
safety, ethics, weather, FAQs and other traveler services

Formats and accessibility: Offer multiple formats (print, digital, screen-reader compatible) and printable sustainable-content; printed basic information must be available free at TIOs.

Service quality: Defines general service requirements, commercial activity rules, and the need for statistics and analysis to inform management.

Staff and training: Requirements for staff competence, training and human-centred onsite service.

Infrastructure and maintenance: Requirements for online infrastructure, onsite facilities, cleaning and maintenance.

Complaints management: Procedures for handling suggestions and complaints.

Normative annexes: Best practices on sustainability and detailed accessibility requirements are normative parts of the document.

Practical applications and users

Who uses ISO 14785:2024:

Destination Management Organizations (DMOs), national/regional tourism administrations and municipalities

Tourist Information Office managers and staff

Tourism promotion boards, event organizers and travel agencies

Web/content managers, ICT providers and accessibility specialists

Policymakers and auditors improving service quality and compliance

Practical uses:

Standardize onsite and online tourist information and improve visitor experience

Ensure accessibility and inclusion for people with diverse needs

Guide staff training, infrastructure investment and digital service design

Support destination promotion, emergency preparedness and impartial information delivery

Benchmark service quality and collect reproducible statistics for decision-making

Related standards (if applicable)

ISO 21902:2021 - referenced for terminology on tourism and accessibility

ISO/PAS 5643:2021 - referenced in definitions

ISO 14785:2024 is a practical tool for enhancing tourist information services, aligning digital and physical channels, and promoting sustainable, accessible destination experiences.

ISO 14785:2024 PDF

Abstract

Похожие стандарты

Overview - ISO 14785:2024 (Tourist information services)

Key topics and technical requirements

Practical applications and users

Related standards (if applicable)

Технические детали

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