GUIDE TO ACCESSIBLE TOURISM Develop successful products Europe
Transcript of GUIDE TO ACCESSIBLE TOURISM Develop successful products Europe
G U I D E T OA C C E S S I B L E T O U R I S M
Identify market opportunities
Address new target groups
Develop successful products
Training courses free of charge
Europe-wide marketing
Promote barrier-free travelling for senior citizens and people withhandicaps through innovative marketing strategies based onawareness of specific requirements, needs and active interest insocial inclusion
www.mit-makeitaccessible.euwww.tourism4all.net
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I M P R I N T
Publisher:
MIT! Make it accessible! - Promote barrier-free travelling for senior citizens and people
with handicaps through innovative marketing strategies based on awareness of specific
requirements, needs and active interest in social inclusion
504655-LLP-1-2009-1-DE-LEONARDO-LMP
www.mit-makeitaccessible.eu
www.tourism4all.net
Coordinator:
TELEHAUS WETTER / VeFAR e.V., Marburg
www.telehaus-wetter.de
Contact:
Dr. Imke Troltenier, T. +49 (0) 6421 360 21-0
Project funding:
This project is funded with support from the European Commission. This communication
reflects the views only of the author, and the Commission cannot be held responsible for
any use which may be made of the information contained therein.
March 2011
Copyright:
All rights reserved. Reproduction and transfer (even in extracts) is only permitted upon
written consent.
“The Hesse Tourism Association welcomes thisinitiative. The course “Accessibility in HotelIndustry” is necessary because many enterprisesneed action recommendations for adequate stepsin order to implement improvements in theirbusiness. The hotels and tourism organisationsawarded today with the certificate recognized thisfact and are adapting to the crowing target groupon time.
It is especially important that players of the tourismindustry adapt their products to customers withdifferent handicaps. For the enterprises involved inthis process this will result in a marketadvantage...”
Hartmut Reiße, CEOHesse Tourism Association
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I N T R O D U C T I O N
Welcome!We are very pleased that you are interested in accessible tourism. MIT! aims at enhancing
competiveness of small and medium tourism enterprises in a sustainable manner. MIT! supports the
development of holistic tourism products for target groups that have been underestimated in the past in
terms of their market potential.
“We enjoyed our stay. We will come back!” – satisfied guests are the best indicator for a win-win situation
for both sides. In this context, a clear target group orientation is crucial for the success. Target group
specific products decisively increase guest satisfaction, because in this case the hotel management and
their staff know exactly what their guests expect and desire. This means that they can create attractive
products and make effective use of their marketing instruments. For this, MIT! involves touristic actors in
the different regions as well as local service providers.
The project delivers free of charge innovative methods and tools for a sustainable profiling in the young
market of accessible tourism, including the MIT! Model for the holistic development of specific products,
the flexible MIT! Training courses and the MIT! Internet Platform as a market place for accessible
tourism.
With these guidelines we want to inform the actors in the tourism sector and in regional economic
development, trainers in the tourism industry as well as hotel managers and their staff, as this project is
based on your competence, your engagement and your creativity in order to realize it in the different
regions.
If you have suggestions or are interested in participating, we are looking forward to your message. For now
we wish you an interesting and inspiring reading.
Enjoy reading it!
Your MIT! Project Partners
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C O N T E N T S
Introduction
P a r t 1
Identifying market opportunities:
Focussing underestimated market segments
Disability is not always the same:
Directly addressing new target groups
MIT! Model: Access - Service - Experiences
Develop holistic and tailored products for each target group
Project Development:
Win-Win in regional co-operations
Europe-wide Marketing:
Communicating Quality MIT! Platform
Future oriented training courses:
MIT! Blended Learning for accessible tourism
P a r t 2
Access - Service - Experiences
Target group specific standards
P a r t 3
Literature and sources
MIT! Make it accessible:
Project partners
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IDENTIFYING MARKET OPPORTUNITIES
F O C U S S I N G U N D E R E S T I M A T E DM A R K E T S E G M E N T S
These MIT! Guidelines are addressing the actors of the tourism sector, of the regional
development, institutions for economic development, trainers in the tourism industry and last but not
least hotel managers and their staff. All over Europe: from Rovaniemi in Lapland to Agios Nikolaos
in Crete and from Lisbon in the West to Zamość in the Voivodeship Lubelskie in the East of the
European Union.
The objective is enhancing
competiveness of small and medium
tourism enterprises in a sustainable
manner. MIT! supports the development of
holistic tourism products for target groups
that have been underestimated in the past
in terms of their market potential.
MIT! especially addresses small enterprises
in the tourism industry, focussing on
awareness rising and qualification of service
providers as to the needs of specific
customer groups.
MIT! integrates the diverse regional
resources and offerings in the tourism
sector into the development of new offerings
and promotes the development of regional
cooperation and integration.
For participating tourism enterprises
MIT! provides the opportunity to profile
themselves in the growing range of
offerings in the European market through
innovative products and services.
There are 650 million disabled people in the
world. With a share of the population of 10 per
cent they represent the biggest minority.
However, the term ‘disabled people’
encompasses a diversity of individuals: people
with a walking, visual or hearing impairment
have different needs than people with
amyotrophia, polyarthritis or people with a
short stature.
For the first time, the MIT! Model defines
Europe-wide standards for the development
of target group specific accessible tourism
products, because especially in times of an
ageing population accessible tourism products
are becoming more and more important.
For small tourism enterprises it is important to
position themselves in sustainable market
segments by
directly addressing these target groups,
developing holistic and tailored products
and by
efficiently marketing these products on a
large scale.
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Already in advance of the “2003 European
Year of People with Disabilities” attention was
directed in different ways to the over 50 million
European citizens with disabilities. In
Germany accessibility was implemented
as the core in the new German law on
equal opportunities for people with
disabilities (BGG, 2002), and the federal
ministry for economy and technology (BMWi)
assigned a fundamental research on
“economic impulses of an accessible tourism
for all”.
When the study was published in 2003
accessible tourism was boosted in Germany.
It proves that earnings of 2,5 billion Euro are
made due to holidays and short holidays of
disabled people, but it indicates also that net
sales up to 4,8 billion Euro are possible in
Germany by implementing accessibility.
This would be equal to the creation of
90,000 new full time employments.
As the number of senior citizens is going to
duplicate and therefore as well the number of
travellers with reduced mobility, the market of
accessible tourism was evaluated as a
naturally growing market.
The study recommends that economy and
politics should consider the concept “Design
for all”, because pursuant to the “10 | 30 | 100
percent rule” accessibility is...
indispensable for 10 % of the
population,
necessary for 30-40 % and
convenient for 100 %.
Even though there were created a lot of
accessible tourism initiatives and local
networks, the market development did not
evolve as expected and stagnates all over
Europe. Still, the share of accessible
enterprises is only 6,5 percent. “In order to
successfully position oneself in the market
and efficiently use the ‘accessible tourism for
all’ potentials, the importance of a higher
customer orientation is increasing...”, the
BMWi follow up study 2006 observed.
Insufficient knowledge, non existing
standards and insufficient information
transfer were identified as further barriers for
demand growth: it had happened a lot that
hotels were classified as accessible too early
from the architectural point of view and as a
consequence the guests were gutted at their
arrival.
Therefore; MIT! has developed quality
standards for accessible holiday and
accommodation products offering free of
charge training courses, quality management
and Europe-wide marketing with funding of the
European Union.
Enterprises profiling themselves in the
young market are heading the competition:
even if demand is stagnating in many regions
due to the above mentioned reasons, a
current analysis of the (Google) inquiries on
the internet indicates the growing market
potential: there exists a demand for accessible
tourism! The interest in accessible tourism is
increasing only since 2006, in 2009 for the
first time continuously during the year1.
1 MIT! is based on a detailed market research in the participating partnercountries and in the EU. The MIT! study 2010 can be downloaded from the
internet at www.mit-makeitaccessible.eu. Further literature and sourcesare mentioned in the annex.
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DISABILITY IS NOT ALWAYS THE SAME
D I R E C T L Y A D D R E S S I N GN E W T A R G E T G R O U P S
There are 650 million disabled people in the world; about 50 million are living in Europe and
approximately seven million in Germany. With a share of the population of 10 percent they
represent the biggest minority. However, the term ‘disabled people’ encompasses a diversity of
individuals: people with a walking, visual or hearing impairment have different needs than people with
amyotrophia, polyarthritis or people with a short stature.
MIT! addresses small and medium tourism
enterprises and supports product development
and qualification in terms of the needs of the
following customer groups2:
Seniors
Blind guests
Visually impaired guests
Wheelchair users
Guests with a disability in
walking
Short people
Guests with low kinetic energy
2The pictogram series used is based on the publishers: anatom5 perception
marketing GbR http://www.anatom5.de/ and Nationale KoordinationsstelleTourismus für Alle e.V. http://www.natko.de (copyright: anatom5 GmbH incooperation with Natko) and added by the pics for short guests and guests with lowkinetic energy.
Deaf guests
Hearing impaired guests
“Access for All” is the European Union’s
objective and its Member States are called
upon to implement the legal basis and
respective measures. At the same time the
Convention on the Rights of Persons with
Disabilities that was signed in Germany in
2009 postulates the equal participation of
people with disabilities in all social areas. At
European level, there were created, for
example, in 2005 the project OSSATE and in
2006 ENAT, European Network for Accessible
Tourism des Access for All. In Germany,
NatKo, Nationale Koordinationsstelle Touris-
mus für Alle e.V. exists since 1999.
Based on the experiences of the past years
MIT! positions itself with an innovative
approach: as in small and medium hotels in
addition to the mentioned barriers for the
development of the young “Access for All”
market often the architectonical conditions for
general accessibility do not exist, the
necessary investments exceed the existing
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possibilities and/or the product development
exceeds the staff capacities, MIT!s strategy is
clearly low-threshold und at the same time
considers the increasing importance of a
higher customer orientation.
MIT! supports the development of tourism
products that perfectly satisfy the needs of the
individual target group considering the
specific expectances of the defined customer
groups.
The little hotel in the old timbered house at the
market square of a little town, the horse ranch,
the traditional little station hotel can profile
themselves in the young market through
entrepreneurial initiative, creativity and the
awareness of the target group specific
needs by offering new products to disabled
people and their families in addition to the
products for the existing target groups.
The spacious restaurant, the little holiday
village, the apartment without steps for
summer guests can be modified investing
manageable sums so that senior citizens,
guests with a walking impairment and/or
wheelchair users are offered products
specifically to their needs in order to make
holidays and travel with satisfaction – and to
come back in the following year.
Accordingly, different studies indicate that the
MIT! target groups are more loyal to their
holiday resort than other guests, that they travel
a lot more in the low season and that they are
taking more time for a single journey.
The MIT! Training Courses link the
acquisition of knowledge, skills and key
qualifications with the acquisition of practical
competencies, including network creation,
regional cooperation and exchange with local
self-help organisations, because MIT! with its
holistic approach wants to achieve that the
existing and diverse regional resources in the
tourism industry are identified and integrated
in the product development of the single
hotels and tourism enterprises.
The MIT! Model defines Europe-wide quality
standards3
for the target group specific
development of these holistic accessible
offerings and the MIT! Platform
communicates them. On this platform offer
and demand are connected via internet and
the new products that were specifically
designed for the different target groups are
presented according to the destinations and
target group.
With this, MIT! contributes not only to
“Inclusion” and “Access for All”, but the platform
supports as well the hotels through a large
number of good practice examples, it makes
the developed products accessible all over
Europe as to their target group and promotes
the individual profiling in the market.
3Considering the national and cultural differences in the participating
countries, the project partners defined standards in close cooperation withexpert panels and representatives of self-help organisations and regionaltourism institutions for every single of the mentioned target groups, which youcan find in Part 2.
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A-S-E Approach of MIT! Model (2010)
MIT! MODEL: ACCESS - SERVICE - EXPERIENCES
D E V E L O P H O L I S T I C A N D T A I L O R E DP R O D U C T S F O R E A C H T A R G E T G R O U P
Have you ever tried to read Braille? Have you ever had dinner in a dark restaurant, tried to overcome
a step with a wheelchair or tried to carry a suitcase while walking on sticks? Barrier-free access and
stay in the hotel is important, but not sufficient, because for disabled people as well as for non
disabled people holidays and relaxing are closely linked with services and touristic activities as
insights into regional culture, nature experiences, sports and movement and with new experiences
and contacts.
A-S-E: 3 levels for describing the holistic
A-S-E approach of the MIT! Model:
A - Access
Independent access
S – Services
Services and information offerings
E - Experiences:
Relaxing and experiencing new things
In this context the quality criteria for barrier-
free access for specific target groups to hotels
(NACE 55.1 and 55.2) are based on the target
agreement on minimum standards for the
categorisation of accessible tourism
enterprises in Germany (2005)4.
4For the first target agreement– and up to now the only one –
agreement was achieved between DEHOGA Bundesverband(German hotel and restaurants association) with HotelverbandDeutschland (IHA) (hotel association Germany) and the socialassociation VdK Deutschland, Bundesarbeitsgemeinschaft Hilfe fürBehinderte (Federal Co-operative "Help for the Disabled"), theDeutschen Gehörlosen-Bund /german association of deaf people),the Deutschen Blinden- und Sehbehindertenverband (germanassociation for blind and visually impaired people) and therepresentation of interests Selbstbestimmt Leben (self-determinedlife). The target agreement on standardised collection, evaluationand demonstration of accessible products considers A. Guest withimpairment in walking who are temporarily dependent on a non-
They were completed by the
recommendations of the international MIT!
expert groups, that means that the
integration of the national and cultural aspects
within Europe was made sure by the
participation of different panels consisting in
representatives of self-help organisations,
motorised wheelchair or a walking aid, B. Wheelchair users whocannot walk and always need a wheelchair, C. Guests with avisually impairment and blind guests, D. Deaf guests and guestswith hearing impairment as well as E. (A-D). They were consideredin the German Hotel Classification (Deutsche Hotelklassifizierung).In this context the target agreement provides for the method of self-examination.
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disability groups and actors of the tourism
sector and of the regional development.
Respectively, there are 3 categories for
accessible tourism5
products
at the levels A-S-E
A – Access
1.A. How to get there
1.B. Getting in
1.C. Using the Facility
S - Services
2.A. Health Services
2.B. Mobility Services
2.C. Nutrition
E - Experiences
3.A. Insights into regional Culture
3.B. Nature, Sports and Movement
3.C. Education and Contacts
Basically, non-disabled guests and disabled
guests have the same expectances and
desires at their arrival. Their preferences,
needs and main focuses, however, are
individually different of course.
5There is no single, universally accepted definition of "accessible
tourism". On its website, ENAT - European Network for AccessibleTourism refers to some of the ways in which the term is definedand used:- “Accessible Tourism” (also known as “Access Tourism”,“Universal Tourism”, “Inclusive Tourism” and in some countriessuch as in Japan “Barrier-free Tourism”) is tourism and travel thatis accessible to all people, with disabilities or not, including thosewith mobility, hearing, sight, cognitive, or intellectual andpsychosocial disabilities, older persons and those with temporarydisabilities" (Takayama Declaration - Appendix, UNESCAP, 2009).- ...a process of enabling people with disabilities and seniors tofunction independently and with equity and dignity through thedelivery of universal tourism products, services and environments.The definition is inclusive of the mobility, vision, hearing andcognitive dimensions of access (Darcy, 2006, p. 6).Darcy, S. (2006). Setting a Research Agenda for AccessibleTourism. In C. Cooper, T. D. LacY & L. Jago (Eds.), STCRCTechnical Report Seriespp. 48). Available fromhttp://www.crctourism.com.au/BookShop/BookDetail.aspx?d=473Further reading: www.accessibletourism.org/?i=enat.en.faq#fi744
The MIT! Quality Standards vary at the
following levels according to the target group
specific needs. For example, category 2.B
Mobility Services for blind guests means to
organise an individual assistance or an
accompanying person for certain activities or
excursions and in the next point to allow that
they bring their guide dog and to provide a
dog basket, blanket and bowl, etc.
MIT! Quality Standardsvary according to target group specific needs
The product and service development for
wheelchair users, however, must consider in
category 2.B Mobility Services the question
what to do if the wheelchair has a defect? The
MIT! quality standards include that the hotel
that is adequate for a certain target group has
investigated in advance the contacts of
wheelchair services and those for other
auxiliary means and that it can provide it upon
request or can handle the repairing directly
within an already successful cooperation with
a local service provider on behalf of the guest.
For senior citizens, those with a short stature
and deaf guests... – for all nine MIT! Target
Groups the category 2.A. Health Services
includes physiotherapy, massages, wellness,
etc. Small and medium tourism enterprises
that do not provide these services should
provide upon request a list with the contact
details of the respective service providers in
the region, especially of those that provide
mobile services.
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PROJECT DEVELOPMENT
W I N - W I N I N R E G I O N A LC O - O P E R A T I O N S
MIT! includes the training of providers in terms of the needs of specific customer groups inspiring the
development of co-operations that are advantageous for both parts: for the providing hotel, for the
specialized and/or qualified participating service provider and for the customer group.
In category 3.A. Insights into regional culture,
the offerings for blind guests can be a
“TouchTour”, that is a city tour adapted to the
target group, or a “CityShopping”. For both
offerings the hotel can act as an information
provider referring to existing offerings of the
local tourism marketing or to regional
(touristic) service offerings.
Accordingly, category 3.B. Nature, Sports and
Movement for blind guests, providing a
tandem bicycle for a bike tour with the partner,
a family member or with an accompanying
person can be one of the offerings in order to
comply with the MIT! quality standards.
Also in this case, according to the MIT!
quality standards the hotel management
itself can decide whether to acquire and
maintain the tandems or to provide them in
cooperation with a local bike rental.
No matter how many target groups you are
addressing, a clear target group orientation
is decisive for your success.
“Discover with all senses” – the model of Marburg’s
marketplace supports the spacial perception.
Like this, the different target guest groups can
be addressed more efficiently. In general:
Target group specific products increase guest
satisfaction decisively, because in this case
the hotel management and their staff know
exactly what their guests expect and desire.
This means that they can create attractive
products and make effective use of their
marketing instruments.
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The chance of profiling themselves as a small
or medium tourism hotel within the increasing
offer with innovative products and services in
the European market for accessible tourism is
based on specific knowledge, skills and key
qualifications.
The MIT! training courses link the transfer of
theoretical knowledge, skills and key
qualifications with the acquisition of practical
competencies, including network creation,
regional cooperation and exchange with local
self-help organisations, because MIT!, with its
holistic
approach,
wants to
achieve that the
existing and
diverse regional
resources in the
tourism industry
are identified
and integrated
in the product
development of
the single hotels
and tourism
enterprises.
Whereas the
first mentioned
BMWi study
stated that “the
phenomenon
that
discussions
concerning disability and age tend to be
avoided exists in the whole society. This is
also valid for tourism...” and furthermore
referred that one reason for the weak
development of accessible tourism offerings is
“the idea of many providers that their guests
have reservations in front of disabled guests
and that accessible offerings are not accepted
or even declined by non-disabled guests...”,
nowadays a large number of new facts is
evident:
The UN Convention on the Rights of
Persons with Disabilities that was signed
immediately by 146 states worldwide
(present status) and ratified by 88
countries documents in a very
impressive way the active and social
interest in inclusion of people with
disabilities.
It is generally accepted that it is exactly
the plurality - as richness and resource
at the same time - within a society
(including furthermore the dimensions of
gender or cultural background) that is
decisive for a
sustainable
development
within the
international
competition.
According to
Eurobarometer
54.2 already in
2001 97 % of
the Europeans
were of the
opinion that
there should be
a better
integration of
disabled
people.
Accessible
tourism for all
consists of
different
interconnected
offerings in the ‘touristic service chain’. In
Germany for example NatKo6
documents
on its website the increasing number of
offerings that are being created in many
places.
6The Nationale Koordinationsstelle Tourismus für Alle e.V. – NatKo was founded
in 1999 by seven disabled persons’ organisations in order to bundle andcoordinate the activities of the self-help organisations in the context of “Tourism forAll”. The objective is to speak with a joint voice and to represent a large number ofdisabled persons.
From the holiday planning to the return: The interconnected modules ofthe touristic service chain. Source: NatKo,www.natko.de/index.php/reiseinfos (DE)
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EUROPE-WIDE MARKETING
C O M M U N I C A T I N G Q U A L I T YM I T ! P L A T F O R M
Regardless of whether it is about recreation and relaxing, education and culture, movement, sports or
nature experiences, for an increasing number of persons interested in holidays the internet is the
first choice, when deciding for the place to spend their holidays. Here, the new MIT! Platform links
offer and demand by presenting the accessible hotel offerings and permitting to execute enquiries
according to destination and target group. In order to establish it as a contact point all across Europe,
the quality proved entries are free of charge.
The MIT! Platform presents a large number of
examples for good practice, makes the newly
developed barrier-free offerings with their
target group orientation accessible across
Europe and promotes the individual profiling
in the market.
For a customer friendly offer presentation
the MIT! Partners developed a standard for
information transfer via internet, including the
decisive success factors in the young market
of accessible tourism for all and effective
marketing.
The MIT! ComModel...
communicates the accessible offerings
with their holistic spectrum
makes clear the target group specific
product development and their proximity to
the customers
makes measurable the quality of the
different products at first sight (10
seconds)
prepares the complex offer information in
detail and in a clear and transparent way
permits direct contact between interested
persons, potential guests and providers
communicates customer feedback
concerning quality of the presented
information for every single offer
The MIT! Platform is an accessible internet
offer according to W3C - Web Accessibility
Initiative (WAI)7.
7The World Wide Web Consortium (W3C) is an international community that
develops web standards to ensure the long-term growth of the Web and itsinteroperability, www.w3c.org.
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_______________________________________
No matter if one, two or all nine of them: The MIT! Platform makes the newlydeveloped offers with its target group orientation accessible all over Europe.
In order to be able to decide whether a hotel
complies with their needs and expectances,
seniors and people with disabilities need
information on a series of specific key aspects,
including not only the already mentioned and
listed in detail in part 2 of this MIT! Guide
quality standards, but also for example
information that inform in advance if a detailed
organisation and a secure planning can be
made sure.
For all MIT! target groups category 1.A.
Getting in is about providing of in-advance-
information, this means detailed information
on the hotel’s location and accessibility
(directions), on orientation on site, on
entrance area and reception. Furthermore it is
about the number of single, double and family
rooms that comply with the criteria. There can
be annexed map details, bus timetables,
photos and true-to-scale sketches of bed,
bathroom, toilet, etc. In a lot of existing
initiatives and projects promoting accessible
tourism for all there is established the “Access
Statement”, a self information about
accessibility.
The MIT! in-advance-
information can be individual
agreements or factual and fact-
oriented. They are written
down, clear, precise and honest
descriptions of the hotel’s
relevant aspects. They are
always sorted according to the
target group and can give
furthermore insights into
enterprise culture and present
contact persons and/or staff.
This information can be found
as accessible word- or pdf-file
via MIT! Platform on the site of
the hotel or pension.
The MIT! Platform furthermore
informs on guest feedback on every single
offer. The evaluation is done using the MIT!
questionnaire, rating first of all, this also is a
new approach based on the experiences of
the market development in the last years, the
quality of the presented information. The
result is published on a scale upon verification
by MIT!, presenting the value on a five steps
scale and the number of guests participating
in the evaluation.
The MIT! Platform represents the principles
of the MIT! project with a dialogue- and
process-orientation: it is not about
presenting only hotels and pensions that
already fully comply with all MIT! Quality
Standards for the chosen target group. It is
more about initiating the processes necessary
for the development of completely accessible
offerings in the hotels and pensions according
to the target group and a continuous follow-
up. Within the MIT! in-advance-information, it
might be useful a letter of intent for single, up
to now not achieved standards, because on
the one hand it documents the consciousness
for need for action and on the other hand
permits that potential guests can evaluate the
relevance according to their individual needs.
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FUTURE ORIENTED TRAINING COURSES:
B L E N D E D L E A R N I N GA C C E S S I B L E T O U R I S M
The MIT! Training courses combine the learning of relevant knowledge, skills, key qualifications and
the acquisition of practical competencies to develop attractive and tailored hotel offerings. The
holistic approach of Access-Service-Experiences, the three levels of the MIT! Model, is about target
group specific barriers and support, relevant techniques for the development of projects and quality
management, about customer service and market orientation as well as the development of regional
service co-operations and the contact to local support groups. The participation is free of charge.
The MIT! Training course addresses hotel
managers and stuff members, stakeholders
in tourism, regional development authorities,
institutions of regional economic development
and training institutions in the tourism
industry. Thanks to MIT! participating
tourism institutions have the opportunity
to profile themselves in the increasing
range of innovative products and services
in the European market.
Accessible tourism demands relevant
knowledge, skills and key qualifications, i.e.
what is the meaning of “accessible”? What
can be seen in case of a remaining vision of
10%? How wide is a wheel chair? What
relevance can 2 centimetres have, when they
are missing in an access entrance? How can a
person communicate with deaf guests? Who
prints menus in braille? How can the mobility
of handicapped guests be enhanced?
What expectances do seniors have for their
holidays...?
The term “Inclusion” represents a paradigm
shift in our society that is reflected in the UN
Convention on the Rights of Persons with
Disabilities. This convention expresses the
request for implementation in a legal frame
and in the society. This is the point where
accessible tourism starts.
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It includes people with disabilities without
acting as a guardian, permits travelling,
holidays with family and friends, opens many
channels for communication, new experiences
and pleasurable exchange.
The MIT! Training Course gives target group
specific and practical information on the
touristic needs, expectances and desires,
defining barriers and showing how to solve
them for a greater accessibility. The concept
is based on blended learning: after a face-to-
face beginning, where the participants get to
know each other, most of the training modules
can be done via internet and/or the learning
platform Moodle8, flexible as to time and with
virtual exchange. The participants can
organise their learning themselves and learn
with and from each other in the team.
The 40 lessons already include important
realizations. In the end of the course, the
participants not only know why the two
centimetres missing at an entrance door are
important or how people with a short stature
8Moodle is software for online learning platforms that can be used
all over the world, which are used in training rooms with theparticipants. Here, the training contents, tools for communication,cooperation and evaluation are provided. The software promotesespecially the cooperation. The learning result is enhanced bylearning in the group. Therefore, Moodle is especially suited forproject work in the group and as a knowledgebase.
can comfortably reach the bathroom sink and
which auxiliary means are provided. The
course links from a practical point of view the
learning and development of new products
based on the acquired knowledge.
The course structure at a glance:
Introduction
TOPIC 1.1: MIT! Platform Instructions
TOPIC 1.2: Why do hotels benefit from
considering accessibility?
TOPIC 1.3: MIT! Model - a standard for
holistic products and services
TOPIC 1.4: Providing services in an
accessible manner
Identify market opportunities – address
new target groups
TOPIC 2.1. Background information
concerning marketing strategies
TOPIC 2.2. Product development
TOPIC 2.3: Background information
concerning quality criteria
TOPIC 2.4: Business Culture
TOPIC 2.5: Methods and tools: creativity
techniques and the development of
innovations
TOPIC 3.1: Marketing A-S-E information
TOPIC 3.2: Designing accessible In
Advance Information
Develop successful products and market
them all over Europe
TOPIC 3.1: Marketing A-S-E information
TOPIC 3.2: Designing accessible In
Advance Information
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PART 2 GUIDE FOR ACCESSIBLE TOURISM
A C C E S S - S E R V I C E - E X P E R I E N C E ST A R G E T G R O U P S P E C I F I C S T A N D A R D S
MIT! addresses small and medium hotels and supports product development and qualification as to
the needs of the following 9 customer groups9:
1) Seniors 6) Guests of short stature
2) Blind guests 7) Guests with low kinetic
energy
3) Visually impaired guests 8) Deaf guests
4) Wheelchair users 9) Hearing impaired guests
5) Guests with a disability in walking
9The pictogram series used is based on the publishers: anatom5
perception marketing GbR http://www.anatom5.de/ and NationaleKoordinationsstelle Tourismus für Alle e.V. http://www.natko.de(copyright: anatom5 GmbH in cooperation with Natko) and added bythe pics for short guests and guests with low kinetic energy.
ACCESS - SERVICE - EXPERIENCES: THE TARGET GROUP ORIENTED MIT! QUALITY STANDARDS
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1 ) S E N I O R S
Seniors citizens are a diverse target group, many are keen to travel. Some would not like to
be addressed by the term “Senior”, but the majority would welcome access and services
meeting their needs.
A - Access requirementsIndividual seniors might be challenged by sensual or physical deficits (e.g. visually and/or hearing-impaired and/or a disability in walking etc.). In the means of orientation a loss concerning memorizingskills might be compensated by using traditional and clear visual guideposts and signs.
IN ADVANCE INFORMATION:Detailed appropriate “How to get there” and “Getting in” - information includingnumber of appropriate rooms | “Access Statement” if target group is covered
If specific access requirements should be met, please also have e.g. a look at thefollowing groups: People with a disability in walking People with Low kinetic energy visually handicapped people aurally-impaired people
S - Services
2.A. Health Services
1. Physiotherapy / therapeutic exercise / massage / wellness ...
contact data list of according providers in the region including those who would offermobile services
2. Dialysis / specified medical care
on request: contact data list of according medical centres in the region
3. General medical care
on request: list of medicals, medical specialists, medical centres in the regioncentres
4. Openness for individual concerns
2.B. Mobility Services
1. A to B transport skilled for taking in account needs and meeting access requirements ofthe target group:
in direct co operation with a local taxi / transport company
contact data list of according taxi / transport company
2. Individual assistance on request
in direct co operation with a local organisation
contact data list of according organisations.
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2.C Nutrition
1. If meals are served:
Provision of information on variety of diets / special menues offered
2. list of accordingly specified restaurants / caterers / shops
3. Recommended visit of local restaurant meeting the access requirements of the targetgroup:
in direct co operation with the restaurant
contact data list of according restaurants and bars
E - Experiences
3.A Insights into Regional Culture
1. Target group oriented city / sightseeing tour (building links to lifetime experiences /including exchange of experiences...:)
in direct co operation with accordingly skilled/specified provider
contact data list of accordingly skilled/specified provider
2. Visit of traditional events, festivals and activitiesregional cuisine, cooking, dancing, vine tasting, visit of “Traditional Easter” in Greece,“Fastnacht” in Germany, “Ice sculpturing” in Finland etc.
in direct co operation with accordingly skilled/specified provider
list of accordingly skilled/assisting shops
3.B Experiencing Nature, Sports and Movement
1. Target group oriented nature tour / wild park tour / zoo visit / animal shelter excursion:
in direct co operation with accordingly skilled/specified provider
list of appropriate walkways / wild parks / zoos / animal shelters ...
2. Yoga for seniors / gym for “Best Agers” / sailing tour / horse riding / kayaking / skiing /mini golf / table tennis...
in direct co operation with accordingly skilled/specified provider
list of appropriate providers
3. Visit of thermal bath / spa / swimming pool / sea swimming ...
in direct co operation with accordingly skilled/specified provider
list of according baths
3.C Education and Contacts
1. Target group oriented ICT training / foreign language / creativity course ( addressing targetgroup specified interests e.g. use of ICT / internet / use of a handy, foreign languagethematically focussed to travelling / cooking / creativity focussed on regional handicrafts...)
in direct co operation with accordingly skilled/specified provider
list of appropriate providers
2. Target group oriented music experience ( e.g. thematically focussed to learning aboutregional songs and music...)
in direct co operation with accordingly skilled/specified provider
list of appropriate providers
3. Making contacts / intercultural experiences (e.g. joining a meeting of the local-self helpgroup or getting into contact via e-mail / internet
in direct co operation with members of according self-help groups
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B L I N D G U E S T S
Blind people need tactile and audio descriptive information for better use of your offers.
Please consider the following criteria.
A - Access requirementsThe following quality criteria for barrier-free access for specific target groups to hotels (NACE 55.1 and55.2) are based on the target agreement on minimum standards for the categorisation of accessible tourismenterprises in Germany (2005, see p. 9). Considering the national and cultural differences in theparticipating countries, the project partners added standards in close cooperation with the MIT! advisoryboards composed of representatives of self-help organisations and regional tourism institutions.Alternative solutions are indicated by “|”
1.A How to get there
1. IN ADVANCE INFORMATIONDetailed appropriate “How to get there” and “Getting in” - information including numberof appropriate rooms | “Access Statement” if target group is covered: in Braille | audioguides | audio books | accessible digital text documents
2. ACCESS VIA PUBLIC TRANSPORTinformation in Braille | audio guides | audio books | DAISY CDs | accessible digital textdocuments
1.B Getting in
1. ENTRY AND EXITno rotating door | rotating door and additional passage usable during opening hours
2. GETTING OUT IN EMERGENCY INFORMATIONin Braille | touch modules | other „sensual“ elements | audio guides | audio books |DAISY CDs | tactually recognizable site plan
1.C Using the facility
1. ROOMS::min. 1 single room | 1 double room in compliance to the followingroom numbers and information at functional rooms (WC, dining room, bar etc.) tactuallyrecognizable
2. ORIENTATIONRelevant information accessible, exceeding signs, numbers, pictograms and letters
3. OPERATOR FACILITIEStactually recognizable operator facilities (e.g. sockets, push and stop buttons at doors,in the lift, for emergency calls...)no sensitive buttons
4. LIFT (IF EXISTING)with audio response | tactile indication of floors in doorframes
5. STAIRWAYStactually recognizable flooring, structured in contrast in front of stairways leading up anddown
6. HANDRAILS AND HANDHOLDS (IF THERE IS NO LIFT) continuous at least at one side of the stairwaysoutrunning min. 30 cm the last stairtactually recognizable indication of floors at beginning and ending of all stairways |destination floor guidance system
7. FURNITURE AND FITMENT ELEMENTSdo not extend into spaces of major pathways and movements | tactile indication
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8. MAJOR PATHWAYStactually recognizable flooring indicating major pathways | tactile indication on the wallsproviding according orientation
S - Services (Dienstleistungen)
2.A. Health Services
1. Physiotherapy / therapeutic exercise / massage / wellness / hippo therapy...
contact data list of according providers in the region including those who would offermobile services
2. Dialysis / specified medical care
on request: contact data list of according medical centres in the region
3. General medical care
on request: list of medicals, medical specialists, medical centres in the region centres
4. Openness for individual concerns
2.B Mobility Services
1. A to B transport skilled for taking in account needs and meeting access requirements ofthe target group:
in direct co operation with a local taxi / transport company
contact data list of according taxi / transport company
2. Individual assistance on request
in direct co operation with a local organisation
contact data list of according organisations
3. Facilities to welcome a guide-dog
feeding and water dish, blanket, basket etc.
2.C Nutrition
1. If meals are served:
provision of information on variety of diets / special menues offered
2. List of accordingly specified restaurants / caterers / shops
3. Recommended visit of local restaurant meeting the access requirements of the targetgroup:
in direct co operation with the restaurant
contact data list of according restaurants and bars
E - Experiences
3.A Insights into Regional Culture
1. Target group oriented city / sightseeing tour / „Touch Tour“ etc.
in direct co operation with accordingly skilled/specified provider contact data listof accordingly skilled/specified provider
2. Target group oriented visit of cinema / theatre / museum / gallery ... presentationsincluding audio description (i.e. an additional narration track for blind and visually impairedconsumers of visual media, including television and film, dance, opera, visual art).
in direct co operation with accordingly skilled/specified and assisting provider
contact data list of accordingly skilled/specified provider
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3. Target group oriented shopping tour
in direct co operation with accordingly skilled/specified provider
list of accordingly skilled/assisting shops
4. Visit of traditional events, festivals and activitiesregional cuisine, cooking, dancing, vine tasting, visit of “Traditional Easter” in Greece,“Fastnacht” in Germany, “Ice sculpturing” in Finland etc.
in direct co operation with accordingly skilled/specified provider
list of accordingly skilled/assisting bidders and operators
3.B Experiencing Nature, Sports and Movement
1. Target group oriented nature tour / wild park tour /sailing tour / horse riding tour /kayaking / cross country skiing tour / car driving experience at an ADAC (AA)location etc.
in direct co operation with accordingly skilled/specified provider list of appropriatelocations and guidance
2. Provision of a tandem in order to join a bicycle tour / a horse-drawn carriage / a vintagetractor with trailer / ski-doo / snowmobile / all-terrain vehicle (ATV, quad) / rowboat / etc.
at the hotel itself | via direct co operation with a local rental business
contact data list of according businesses
3. Visit of thermal bath / spa / swimming pool / sea swimming ...
in direct co operation with accordingly skilled/specified provider
list of according facilities, which provide target group oriented support, services,tactually recognizable indication etc.
3.C Education and Contacts
1. Target group oriented ICT training / foreign language / creativity course ... ( addressingtarget group specified interests e.g. use of ICT / use of screen readers a. o. forms ofassistive technology (AT), surfing the internet, foreign language thematically focussedto travelling / cooking, creativity focussed on regional handicrafts...)
in direct co operation with accordingly skilled/specified provider
list of appropriate providers
2. (Re-)training course on orientation and/or advanced technological aid
in direct co operation with accordingly skilled/specified provider /school / business /aid supplier / consultant / expert of national or regional self-help organisation
3. Building contacts / intercultural experiences (e.g. joining a meeting of the local-self helpgroup or getting into contact via e-mail / internet
in direct co operation with members of according self-help groups
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V I S U A L L Y I M P A I R E D G U E S T S
For visually impaired people you have to present a clear, bright and no glare design, and contrasts in
terms of colour. Examples for sufficient contrasts are e.g. white, magenta, cyan, green or yellow on
black; magenta, cyan, black or red on white; cyan on yellow; requirements concerning text documents
would include a minimum font size 12 pt and sans serif fonts like Arial10
. Please further consider the
following:
A - Access requirementsThe following quality criteria for barrier-free access for specific target groups to hotels (NACE 55.1 and55.2) are based on the target agreement on minimum standards for the categorisation of accessible tourismenterprises in Germany (2005, see p. 9). Considering the national and cultural differences in theparticipating countries, the project partners added standards in close cooperation with the MIT! advisoryboards composed of representatives of self-help organisations and regional tourism institutions.Alternative solutions are indicated by “|”
1.A How to get there
1. IN ADVANCE INFORMATIONDetailed appropriate “How to get there” and “Getting in” - information rooms includingnumber of appropriate rooms meeting demands of clear design | “Access Statement” iftarget group is covered:| audio guides | audio books | accessible digital text documents
2. ACCESS VIA PUBLIC TRANSPORTInformation about appropriate facilities provided by meeting demands of clear design |audio files | audio books | accessible digital text documents I accessible web sites
1.B. Getting in
1. ENTRY AND EXITBright and no glare lightning of entrance areano rotating door | rotating door and additional passage usable during opening hourshigh contrast indication of glass doors (if existent)detailed orientation information, indication of functional areas and equipment via audiofiles | audio books | accessible digital text documents I accessible web sites | tactuallyrecognizable site plan
2. GETTING OUT IN EMERGENCY INFORMATIONInformation provided by meeting demands of clear design | audio guides | audio books
1.C Using the facility
1. BRIGHT AND NONGLARE DESIGNof floor, stairways, lifts, rooms etc.
2. CONTRASTS IN TERMS OF COLOURof entrances, pathways, doors, door cases etc to surroundings.glass doors (if existing) marked by contrast stripes
3. ORIENTATIONclear visual guideposts and signs, signboards, tables etc. high light-dark contrastbetween writing and background
4. ROOMS:min. 1 single room | 1 double room in compliance to the following
10Further reading: DIN 32975 "Gestaltung visueller Informationen im öffentlichen Raum zur barrierefreien Nutzung", kurz "Kontrastenorm",
www.dbsv.org/dbsv/unsere-struktur/dbsv-gremien/leben-mit-sehbehinderung/kontraste-im-oeffentlichen-raum/ bzw.www.beuth.de/langanzeige/DIN+32975/de/122103522.html&limitationtype=&searchaccesskey=MAIN
ACCESS - SERVICE - EXPERIENCES: THE TARGET GROUP ORIENTED MIT! QUALITY STANDARDS
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room numbers and information at functional rooms (WC, dining room, bar etc.) tactuallyrecognizable
5. OPERATOR FACILITIESin high contrast design operator facilities (e.g. sockets, push and stop buttons at doors,in the lift, for emergency calls...)no sensitive buttons
6. LIFT (IF EXISTING)with audio response | indication of floors in doorframes
7. STAIRWAYSvisual contrast between stair edges and horizontal treads of stairsvisual contrast between stair edges and vertical parts of stairwaysvisual contrast in front of stairways leading up and down in comparison to floor way |flooring, structured in contrast in front of stairways leading up and down
8. HANDRAILS AND HANDHOLDS (IF THERE IS NO LIFT) continuous at least at one side of the stairwaysoutrunning min. 30 cm the last stair
9. FURNITURE AND FITMENT ELEMENTSdo not extend into spaces of major pathways and movements | contrasty indication,tactile indication
10. MAJOR PATHWAYShigh-contrast flooring indicating major pathways
S - Services
2.A Health Services
1. Physiotherapy / therapeutic exercise / massage / wellness ...
contact data list of according providers in the region including those who would offermobile services
2. Dialysis / specified medical care
on request: contact data list of according medical centres in the region
3. General medical care
on request: list of medicals, medical specialists, medical centres in the regioncentres
2.B Mobility Services
1. A to B transport skilled for taking in account needs and meeting access requirements ofthe target group:
in direct co operation with a local taxi / transport company
contact data list of according taxi / transport company
2. Individual assistance on request
in direct co operation with a local organisation
contact data list of according organisations.
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2.C Nutrition
1. If meals are served:
Provision of information on variety of diets / special menues offered
2. List of accordingly specified restaurants / caterers / shops
3. Recommended visit of local restaurant meeting the access requirements of the targetgroup:
in direct co operation with the restaurant
contact data list of according restaurants and bars
E - Experiences
3.A. Insights into Regional Culture
1. Target group oriented city / sightseeing tour:
in direct co operation with accordingly skilled/specified provider
contact data list of accordingly skilled/specified provider
2. Target group oriented visit of cinema / theatre / museum / gallery ...
in direct co operation with accordingly skilled/specified and assisting provider
contact data list of accordingly skilled/specified provider
3. Target group oriented shopping tour
in direct co operation with accordingly skilled/specified provider
list of accordingly skilled/assisting shops
4. Visit of traditional events, festivals and activitiesregional cuisine, cooking, dancing, vine tasting, visit of “Traditional Easter” in Greece,“Fastnacht” in Germany, “Ice sculpturing” in Finland etc.
in direct co operation with accordingly skilled/specified provider
list of accordingly skilled/assisting shops
3.B Experiencing Nature, Sports and Movement
1. Target group oriented nature tour / wild park tour /sailing tour / horse riding tour /kayaking / cross country skiing tour / car driving experience at an ADAC (AA) locationetc.:
in direct co operation with accordingly skilled/specified provider
list of appropriate locations and guidance
2. Provision of a tandem in order to join a bicycle tour / a horse-drawn carriage / a vintagetractor with trailer / ski-doo / snowmobile / all-terrain vehicle (ATV, quad) / rowboat /etc.:
at the hotel itself | via direct co operation with a local rental business
contact data list of according businesses
3. Visit of thermal bath / spa / swimming pool / sea swimming ...
in direct co operation with accordingly skilled/specified provider
list of according facilities, which provide target group oriented support, services,high-contrast flooring indicating etc.
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3.C Education and Contacts
1. Target group oriented ICT training / use of video magnifiers, screen readers a. o. formsof assistive technology (AT) / surfing the internet / foreign language / creativity course ...( addressing target group specified interests e.g. use of ICT / Internet, foreign languagethematically focussed to travelling / cooking, creativity focussed on regionalhandicrafts...)
in direct co operation with accordingly skilled/specified provider
list of appropriate providers
2. (Re-)training course on orientation and/or advanced technological aid
in direct co operation with accordingly skilled/specified provider /school / business /aid supplier / consultant / expert of national or regional elf-help organisation
3. Building contacts / intercultural experiences (e.g. joining a meeting of the local-self helpgroup or getting into transnational contact via e-mail / internet )
in direct co operation with members of according self-help groups
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W H E E L C H A I R U S E R S
Please consider that all distances should be within comfortable reach of wheelchair drivers,
both horizontally and vertically. Please note the following criteria:
A - Access requirementsThe following quality criteria for barrier-free access for specific target groups to hotels (NACE 55.1 and55.2) are based on the target agreement on minimum standards for the categorisation of accessible tourismenterprises in Germany (2005, see p. 9). Considering the national and cultural differences in theparticipating countries, the project partners added standards in close cooperation with the MIT! advisoryboards composed of representatives of self-help organisations and regional tourism institutions.Alternative solutions are indicated by “|”
1.A How to get there
1. IN ADVANCE INFORMATIONDetailed wheelchair appropriate “How to get there” and “Getting in” - informationincluding number of wheelchair appropriate rooms: bed, bathroom & toilettes possiblywith photo and draft | “Access Statement” if target group is covered
2. ACCESS VIA PUBLIC TRANSPORTInformation about appropriate facilities provided by meeting demands. E.g. are therelow floor busses in use, in the region? Where? When? How often? Which directions?Would trains be equipped by ramps? Would railway assistants need to be informed,ahead? How? When?
3. PARKING SPACESmin width 350 cm and near to the entrance and identification of parking spaces as“Parking space only for people with handicap”
1.B. Getting in
1. ENTRY AND EXITwithout stairs | elevator | ramp with inclination ≤ 6 %door: passage width ≥ 90 cm | no rotating door | rotating door and additional passagewidth ≥ 90 cm
2. RECEPTIONcounter or desk at least partly not higher than 85 cm | other possibility forcommunication while sittinginformation and products at an adequate height
3. GETTING OUT IN EMERGENCY INFORMATION detailed wheelchair appropriate information at an adequate height
1.C Using the facility
1. ROOMS:min. 1 single room | 1 double room
access: without stairs | elevator | ramp with inclination ≤ 6 %entry and exit: door width ≥ 90 cmcirculation space in front of the bathroom: ≥ 150 cm x ≥ 150 cmcirculation space in front of the passage way to the bed (1 long side): ≥ 150 cm x ≥150 cm min. width of circulation space in front of this bedside: ≥ 150 cmmin. width of circulation space besides operator facilities and in front of fitments: 150 cmmin. width of doors and pass ways within the room: 90 cmmin height to underrun the bed 15 cm
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2. BATHROOM & TOILETTESaccess: without stairs | stair ≤ 2 cmdoor width ≥ 90 cmdoor opens: not into bathroomwashstand: circulation space in front: ≥ 150 cm x ≥ 150 cmmin height to underrun the washstand up to 67 cm and min depth 30 cmupper edge max. height 80 cmwashstand mirror can be viewed while sittingWC basin: circulation space in front ≥ 150 cm x ≥ 150 cmcirculation space left and right side min. width 95 cm and min. depth 70 cmhandles height to left and right side 85 cm (upper edge)handles protrude WC basin to 15 cm (leading edge)interspace of handles 70 cmboth handles to be folded upwards and upwards lockableheight of the toilet seat 48 cm (top edge)shower: access without stairscirculation space ≥ 150 cm x ≥ 150 cmhandles from 85 cm upwardsfixed seating: folding chair | chair to be hingedoperator facilities besides in height of 85 cm reachable
3. DINING ROOMaccess without stairs | elevator | ramp with inclination ≤ 6 %entry and exit: door width ≥ 90 cm
4. FLOORSleading to lifts width ≥ 150 cmleading to rooms ≥ 150 cmleading to dining room ≥ 150 cm
5. LIFT (IF NEEDED)access: without stairs | elevator | ramp with inclination ≤ 6 %entry and exit: door width ≥ 90 cmsize of cabin: width ≥110 cm & length ≥ 140 cmoperator facilities: horizontal arrangement with min. height 85 cm to max. height 110 cmCirculation space in front of the lift: ≥ 150 cm x ≥ 150 cm
S - Services
2.A. Health Services
1. Physiotherapy / therapeutic exercise / massage / wellness ...
contact data list of according providers in the region including those who would offermobile services
2. Dialysis / specified medical care
on request: contact data list of according medical centres in the region
3. General medical care
on request: list of medicals, medical specialists, medical centres in the region
2.B. Mobility Services
1. A to B transport skilled for taking in account needs and meeting access requirements ofthe target group:
in direct co operation with a local taxi / transport company
contact data list of according taxi / transport company
ACCESS - SERVICE - EXPERIENCES: THE TARGET GROUP ORIENTED MIT! QUALITY STANDARDS
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2. Individual assistance on request
in direct co operation with a local organisation
contact data list of according organisations.
3. Wheelchair service on request:
in direct co operation with a local service provider
contact data list of according service providers in the region
2.C. Nutrition
1. If meals are served:
Provision of information on variety of diets / special menues offered
2. List of accordingly specified restaurants / caterers / shops
3. Recommended visit of local restaurant meeting the access requirements of the targetgroup:
in direct co operation with the restaurant
contact data list of according restaurants and bars
E - Experiences
3.A Insights into Regional Culture
1. Wheelchair appropriate city / sightseeing tour:
in direct co operation with accordingly skilled/specified provider
contact data list of accordingly skilled/specified provider
2. Wheelchair appropriate visit of cinema / theatre / museum / gallery ...
in direct co operation with accordingly skilled/specified and assisting provider
contact data list of accordingly skilled/specified provider
3. Wheelchair appropriate visit of traditional events, festivals and activitiesregional cuisine, cooking, dancing, vine tasting, visit of “Traditional Easter” in Greece,“Fastnacht” in Germany, “Ice sculpturing” in Finland etc.
in direct co operation with accordingly skilled/specified provider
list of accordingly skilled/assisting shops, which provide target group orientedsupport, services and meet access requirements
3.B Experiencing Nature, Sports and Movement
1. Wheelchair appropriate nature / wild park tour / sailing tour / horse-drawn carriage tour /a vintage tractor with trailer tour / boat tour / / kayaking etc.:
in direct co operation with accordingly skilled/specified provider
contact data list of wheelchair appropriate walkways / wild parks
2. Visit of a regional sports facilities / sports event etc.
in direct co operation with accordingly skilled/specified and assisting provider
contact data list of accordingly skilled/specified provider
3. Visit of thermal bath / spa / swimming pool
in direct co operation with accordingly skilled/specified provider
list of according baths, which provide target group oriented support, services andmeet access requirements.
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3.C Education and Contacts
1. Building contacts to regional self-help group / Making contacts aboard / interculturalexperiences(e.g. invitation to the meeting of a local group or thematically focussed ICTtraining course in direct co operation with members of according self-help groups indiverse regions aboard
in direct co operation with regional self-help group
list of contact persons of according groups / organisations
2. Seminar or lecture on relevant aids concerning e.g. advanced technologicaldevelopments or legal concerns / wheelchair training course
in direct co operation with accordingly skilled/specified provider /school / business /aid supplier / consultant/ expert of national or regional elf-help organisation
3. Target group oriented ICT training / foreign language / creativity course ... ( addressingtarget group specified interests e.g. use of ICT / Internet, foreign language thematicallyfocussed to travelling / cooking, creativity focussed on regional handicrafts...)
in direct co operation with provider meeting access requirements of the target group
list of appropriate providers
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P E O P L E W I T H A D I S A B I L I T Y I N W A L K I N G
People with a disability in walking may be equipped by a walker and might need assistance for
transport of luggage etc., it is very important to provide seating facilities, handrails and handholds and
to make sure that everything is within comfortable reach, both horizontally and vertically. Please
note the following criteria:
A - Access requirementsThe following quality criteria for barrier-free access for specific target groups to hotels (NACE 55.1 and55.2) are based on the target agreement on minimum standards for the categorisation of accessible tourismenterprises in Germany (2005, see p. 9). Considering the national and cultural differences in theparticipating countries, the project partners added standards in close cooperation with the MIT! advisoryboards composed of representatives of self-help organisations and regional tourism institutions.Alternative solutions are indicated by “|”
1.A How to get there
1. IN ADVANCE INFORMATIONDetailed “How to get there” and “Getting in” - information including number ofappropriate rooms: bed, bathroom & toilettes possibly with photo and draft | “AccessStatement” if target group is covered
2. ACCESS VIA PUBLIC TRANSPORTInformation about appropriate facilities provided by meeting demands. E.g. are therelow floor busses in use, in the region? Where? When? How often? Which directions?Would trains be equipped by services/transport assistants? Would railway assistantsneed to be informed, ahead? How? When?
3. PARKING SPACESMin. width 350 cm and near to the entrance and identification of parking spaces as“Parking space only for people with handicap”
1.B Getting in
1. ENTRY AND EXITwithout stairs or max. 1 stair | elevator | ramp with inclination ≤ 6 %door: passage width ≥ 80 cm | no rotating door | rotating door and additional passagewidth ≥ 80 cm
2. RECEPTIONcounter or desk at least partly not higher than 85 cm | other possibility for communicationwhile sittingseating possibilities
3. SHORT DISTANCES, HANDRAILS AND HANDHOLDS(indication in m) or possibility to rent a wheelchair for longer distances
4. GETTING OUT IN EMERGENCY INFORMATION Detailed information meeting demands of people using a walker
1.C Using the facility
1. ROOMS:min. 1 single room | 1 double roomaccess: without stairs or max. 1 stair | elevator | ramp with inclination ≤ 6 %entry and exit: door width ≥ 80 cmcirculation space in front of the bathroom: ≥ 120 cm x ≥ 120 cmcirculation space in front of the passage way to the bed (1 long side): ≥ 120 cm x ≥120 cm min. width of circulation space in front of this bedside: ≥ 120 cmmin. width of circulation space besides operator facilities and in front of fitments: 90 cmmin. width of doors and pass ways within the room: 80 cm
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2. BATHROOM & TOILETTESaccess: without stairs | stair ≤ 2 cmdoor width ≥ 80 cmdoor opens: not into bathroom | into bathroom, but does not limit areas mentionedbelowwashstand: circulation space in front: ≥ 120 cm x ≥ 120 cmlegroom under the washstandwashstand mirror can be viewed while sittingWC basin: circulation space in front ≥ 120 cm x ≥ 120 cmcirculation space left or right hand side min. width 95 cm and min. depth 70 cmhandles height to left and right side 85 cm (upper edge)handles protrude WC basin to 15 cm (leading edge)interspace of handles 70 cm1 handle to be folded upwards and upwards lockable, i.e. the handle which providescirculation space min. width 95 cm and min. depth 70 cmheight of the toilet seat 48 cm (top edge)shower: access without stairscirculation space ≥ 120 cm x ≥ 120 cmhandles from 85 cm upwardsseating facility
3. DINING ROOMaccess without stairs or max. 1 stair | elevator | ramp with inclination ≤ 6 %entry and exit: door width ≥ 80 cm
4. FLOORSleading to lifts width ≥ 120 cmleading to rooms ≥ 120 cmleading to dining room ≥ 120 cm
5. LIFT (IF NEEDED)access: without stairs or max. 1 stair | elevator | ramp with inclination ≤ 6 %entry and exit: door width ≥ 90 cmsize of cabin: width ≥110 cm & length ≥ 140 cmoperator facilities: horizontal arrangement with min. height 85 cm to max. height 110 cm| vertical arrangement from height 85 cm to max. height 140 cmCirculation space in front of the lift: ≥ 120 cm x ≥ 120 cm
S - Services
2.A. Health Services
1. Physiotherapy / therapeutic exercise / massage / wellness ...
contact data list of according providers in the region including those who would offermobile services
2. Dialysis / specified medical care
on request: contact data list of according medical centres in the region
3. General medical care
on request: list of medicals, medical specialists, medical centres in the regioncentres
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2.B Mobility Services
1. A to B transport skilled for taking in account needs and meeting access requirements ofthe target group:
in direct co operation with a local taxi / transport company
contact data list of according taxi / transport company
2. Individual assistance on request and openness for individual concerns
in direct co operation with a local organisation
contact data list of according organisations.
3. Rolling walker, mobility aids, assistive devices, and other protective and adaptiveequipment service on request
in direct co operation with a local service provider
contact data list of according service providers in the region
2.C Nutrition
1. If meals are served:
provision of information on variety of diets / special menues offered
2. List of accordingly specified restaurants / caterers / shops
3. Recommended visit of local restaurant meeting the access requirements of the targetgroup
in direct co operation with the restaurant
contact data list of according restaurants and bars
E - Experiences
3.A Insights into Regional Culture
1. Walker appropriate city / sightseeing tour:
in direct co operation with accordingly skilled/specified provider
contact data list of accordingly skilled/specified provider
2. Walker appropriate visit of cinema / theatre / museum / gallery ...
in direct co operation with accordingly skilled/specified and assisting provider
contact data list of accordingly skilled/specified provider
3. Target group oriented visit of traditional events, festivals and activitiesregional cuisine, cooking, dancing, vine tasting, visit of “Traditional Easter” in Greece,“Fastnacht” in Germany, “Ice sculpturing” in Finland etc.
in direct co operation with accordingly skilled/specified provider
list of accordingly skilled/assisting shops
3.B Experiencing Nature, Sports and Movement
1. Walker appropriate nature / wild park tour / horse-drawn carriage tour / a vintage tractorwith trailer tour / boat tour etc:
in direct co operation with accordingly skilled/specified provider
contact data list of wheelchair appropriate walkways / wild parks
2. Visit of a regional sports facilities/event
in direct co operation with accordingly skilled/specified and assisting provider
contact data list of accordingly skilled/specified provider
3. Visit of thermal bath / spa / swimming pool
in direct co operation with target group oriented baths meeting the accessrequirements (1.B and 1.C)
list of target group oriented baths meeting the access requirements (1.B and 1.C)
ACCESS - SERVICE - EXPERIENCES: THE TARGET GROUP ORIENTED MIT! QUALITY STANDARDS
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3.C Education and Contacts
1. Building contacts to regional self-help group / making contacts aboard / interculturalexperiences(e.g. invitation to the meeting of a local group or thematically focussed ICTtraining course in direct co operation with members of according self-help groups indiverse regions aboard
in direct co operation with a regional self-help group
list of contact persons of according groups / organisations
2. Seminar or lecture on relevant aids concerning e.g. advanced technologicaldevelopments or legal concerns / walker training course / training course on diversedevices ...
in direct co operation with accordingly skilled/specified provider /school / business /aid supplier / consultant/ expert of national or regional self-help organisation meetingthe access requirements (1.B and 1.C)
3. Target group oriented ICT training / foreign language / creativity course ... ( addressingtarget group specified interests e.g. use of ICT / Internet, foreign language thematicallyfocussed to travelling / cooking, creativity focussed on regional handicrafts...)
in direct co operation with provider meeting access requirements (1.B and 1.C) of thetarget group
list of appropriate providers
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G U E S T S O F S H O R T S T A T U R E
Some 100.000 Germans suffer from restricted growth that is they either are, or will be as adults,
between 70 cm and 150 cm tall. Restricted growth can be caused by any one of more than 450
conditions, most of which are genetic. It can and most often does occur in families where both parents
are of average height. In fact, 85% of children with achondroplasia are born to average-size parents. If
you’d like to address peolple of short stature and their families, additionally, you may also take into
account the MIT! quality criteria concerning wheelchair drivers and guests with a disability in walking .
A - Access1.A. How to get there
1. IN ADVANCE INFORMATIONDetailed “How to get there” and “Getting in” - information including Number ofappropriate rooms: bed, bathroom & toilettes possibly with photo and draft | “AccessStatement” if the target group is covered
2. ACCESS VIA PUBLIC TRANSPORTInformation about appropriate facilities provided by meeting demands. E.g. are therelow floor busses in use, in the region? Where? When? How often? Which directions?Would doors and operator facilities meet demands? Would there be any railwayassistants? Do they need to be informed, ahead? How? When?
3. PARKING SPACESmin width 350 cm and near to the entrance and identification of parking spaces as“Parking space only for people with handicap”
1.B Getting in
1. ENTRY AND EXITdoor handles lowered (≤ 90 cm) and easy opening of doors | door handle equipped withelongation and easy opening of doors | automatic doors
2. RECEPTIONcounter or desk at least partly not higher than 85 cm | other possibility forcommunication while sitting with lowered seatings
3. SHORT DISTANCES, HANDRAILS AND HANDHOLDS LOWERED(indication in m) or possibility to rent a wheelchair for longer distances
4. GETTING OUT IN EMERGENCY INFORMATION Detailed information at an adequate height
1.C Using the facility
1. ROOMS:min. 1 single room | 1 double roomdoor handles lowered (≤ 90 cm) | door handle equipped with elongationoperator facilities lowered (≤ 90 cm) |Bed, boards, wardrobe , desks, chairs and further seating lowered | chairs equippedwith foothold, bed and desks lower able, paternoster wardrobe
2. BATHROOM & TOILETTESstepladder | washstand lower able to ≤ 70 cm | fixed washstand with height ≤ 70 cmwashstand: mountings elongatedshower: access without stairsoperator facilities ≤ 90 cm | operator facilities elongated
3. DINING ROOMdoors: door handles ≤ 90 cm | automatic opening | door handle equipped withelongation
4. FLOORSshort distances
ACCESS - SERVICE - EXPERIENCES: THE TARGET GROUP ORIENTED MIT! QUALITY STANDARDS
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5. LIFT (IF NEEDED)operator facilities ≤ 90 cm
6. STAIRWAYS
equipped with lowered handrails and handholds, also | stairway lift
S - Services
2.A Health Services
1. Physiotherapy / therapeutic exercise / massage / wellness / hippo therapy ...
contact data list of according providers in the region including those who would offermobile services
2. Dialysis / specified medical care / ...
on request: contact data list of according medical centres in the region
3. General medical care
on request: list of medicals, medical specialists, medical centres in the regioncentres
2.B Mobility Services
1. Openness for individual concerns
2. Individual assistance on request
in direct co operation with a local organisation
contact data list of according organisations.For both cases: Service providers provide of target group relevant experiences, skillsand equipment.
2.C Nutrition
1. If meals are served:
Provision of information on variety of diets / special menues offered
2. List of accordingly specified restaurants / caterers / shops
3. Recommended visit of local restaurant meeting the access requirements of the targetgroup:
in direct co operation with the restaurant
contact data list of according restaurants and bars
E - Experiences
3.A Insights into Regional Culture
1. Family and target group oriented city / sightseeing tour (taking care for those tiringearlier e.g. equipped with coaster wagon):
in direct co operation with accordingly skilled/specified provider
contact data list of accordingly skilled/specified provider
2. Target group oriented visit of cinema / theatre / museum / gallery ...
in direct co operation with accordingly skilled/specified and assisting provider
contact data list of accordingly skilled/specified provider
3. Visit of traditional events, festivals and activitiesregional cuisine, cooking, dancing, vine tasting, visit of “Traditional Easter” in Greece,“Fastnacht” in Germany, “Ice sculpturing” in Finland etc.
in direct co operation with accordingly skilled/specified provider
list of accordingly skilled/assisting providers
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3.B Experiencing Nature, Sports and Movement
1. Family and target group oriented nature tour / wild park tour / animal shelter excursion/sailing tour / horse riding / kayaking / skiing / horse-drawn carriage tour / a vintagetractor with trailer tour / boat tour etc. (taking care for those tiring earlier e.g. equippedwith coaster wagon):
in direct co operation with accordingly skilled/specified provider
list of appropriate walkways / wild parks
2. Visit of thermal bath / spa / swimming pool / sea swimming ...
in direct co operation with accordingly skilled/specified institutions meeting accessrequirements (1.B and 1.C)
list of with accordingly skilled/specified institutions meeting access requirements (1.Band 1.C)
3.C Education and Contacts
1. Building contacts to regional self-help group
in direct co operation with regional self-help group
list of contact persons of according groups / organisations
2. Making contacts aboard / intercultural experiences (e.g. thematically focussed ICTtraining course in direct co operation with members of according self-help groups indiverse regions aboard
3. Seminar or lecture on relevant aids concerning e.g. advanced technologicaldevelopments or legal concerns / training course on diverse devices etc. in direct cooperation with accordingly skilled/specified provider /school / business / aid supplier /consultant/ expert of national or regional elf-help organisation
ACCESS - SERVICE - EXPERIENCES: THE TARGET GROUP ORIENTED MIT! QUALITY STANDARDS
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G U E S T S W I T H L O W K I N E T I C E N E R G Y
People with low kinetic energy are a diverse target group. Individual guests could be challenged
by arthrosis, rheumatoid arthritis, fibromyalgia, disseminated sclerosis (MS) and other
chronically or temporarily diseases. In Germany e.g. some 9.ooo.ooo people are affected by
kinetic problems due to musculoskeletal system diseases. For people with low kinetic energy
e.g. a ramp would come out to be a barrier, a smooth opening of doors is very important the
following criteria focus on aspects promoting self-directed access and use:
A - Access1.A. How to get there
1. IN ADVANCE INFORMATIONDetailed “How to get there” and “Getting in” - information including number ofappropriate rooms: bed, bathroom & toilettes possibly with photo and draft | “AccessStatement” if the target group is covered
2. ACCESS VIA PUBLIC TRANSPORTInformation about appropriate facilities provided by meeting demands. E.g. are therelow floor busses in use, in the region? Where? When? How often? Which directions?Would doors and operator facilities meet demands? Would there be any railwayassistants? Do they need to be informed, ahead? How? When?
3. PARKING SPACESmin width 350 cm and near to the entrance and identification of parking spaces as“Parking space only for people with handicap”
1.B Getting in
1. ENTRY AND EXITwithout stairs | elevatordoor: passage width ≥ 80 cm | no rotating door | rotating door and additional passagewidth ≥ 80 cmsmooth opening of doors | automatic doors
2. RECEPTIONcounter or desk at least partly not higher than 85 cm | other possibility forcommunication while sittingseating possibilities min. height 48 cm
3. SHORT DISTANCES, HANDRAILS AND HANDHOLDS(indication in m) or possibility to rent a wheelchair for longer distances
4. GETTING OUT IN EMERGENCY INFORMATION Detailed information meeting demands of people moving slowly
1.C. Using the facility
1. ROOMS:min. 1 single room | 1 double roomaccess: without stairs | elevator |smooth opening of doors | automatic doors
2. BATHROOM & TOILETTESaccess: without stairs | stair ≤ 2 cmsmooth opening of doors | automatic doorswashstand: seating facilitylegroom under the washstandwashstand mirror can be viewed while sittingWC basin:handles height to left and right side 85 cm (upper edge)handles protrude WC basin to 15 cm (leading edge)interspace of handles 70 cm1 handle to be folded upwards and upwards lockable, i.e. the handle which provides
ACCESS - SERVICE - EXPERIENCES: THE TARGET GROUP ORIENTED MIT! QUALITY STANDARDS
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circulation space min. width 95 cm and min. depth 70 cmheight of the toilet seat 48 cm (top edge)shower: access without stairshandles from 85 cm upwardsseating facility
3. DINING ROOMaccess without stairs | elevatordoors: smooth opening | automatic opening
4. FLOORSshort distances (indication in m)
5. LIFT (IF NEEDED)access: without stairsdoors: smooth opening | automatic openingseating facility (min. height 48 cm)
S - Services
2.A Health Services
1. Physiotherapy / therapeutic exercise / massage / wellness ...
contact data list of according providers in the region including those who would offermobile services
2. Dialysis / specified medical care
on request: contact data list of according medical centres in the region
3. General medical care
on request: list of medicals, medical specialists, medical centres in the regioncentres
2.B Mobility Services
1. A to B transport skilled for taking in account needs and meeting access requirements ofthe target group:
in direct co operation with a local taxi / transport company
contact data list of according taxi / transport company
2. Individual assistance on request and openness for individual concerns
in direct co operation with a local organisation
contact data list of according organisations.
2.C. Nutrition
1. If meals are served:
Provision of information on variety of diets / special menues offered
2. List of accordingly specified restaurants / caterers / shops
3. Recommended visit of local restaurant meeting the access requirements of the targetgroup:
in direct co operation with the restaurant
contact data list of according restaurants and bars
ACCESS - SERVICE - EXPERIENCES: THE TARGET GROUP ORIENTED MIT! QUALITY STANDARDS
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E - Experiences
3.A Insights into Regional Culture
1. Target group oriented city / sightseeing tour (respecting need for short distances, rests,seating):
in direct co operation with accordingly skilled/specified provider
contact data list of accordingly skilled/specified provider
2. Target group oriented visit of cinema / theatre / museum / gallery ...
in direct co operation with accordingly skilled/specified and assisting provider
contact data list of accordingly skilled/specified provider
3. Visit of traditional events, festivals and activitiesregional cuisine, cooking, dancing, vine tasting, visit of “Traditional Easter” in Greece,“Fastnacht” in Germany, “Ice sculpturing” in Finland etc.
in direct co operation with accordingly skilled/specified provider
list of accordingly skilled/assisting shops
3.B Experiencing Nature, Sports and Movement
1. Target group oriented nature tour / wild park tour /sailing tour / horse-drawn carriagetour / a vintage tractor with trailer tour / boat tour etc. (respecting need for shortdistances, rests, seating)
in direct co operation with accordingly skilled/specified provider
list of appropriate walkways / wild parks
2. Visit of thermal bath / spa / swimming pool / sea swimming ...
in direct co operation with accordingly skilled/specified institutions meeting accessrequirements (1.B and 1.C)
list of according institutions meeting access requirements (1.B and 1.C)
3.C Education and Contacts
1. Building contacts to regional self-help group
in direct co operation with regional self-help group
list of contact persons of according groups / organisations
2. Making contacts aboard / intercultural experiences (e.g. thematically focussed ICTtraining course in direct co operation with members of according self-help groups indiverse regions aboard
3. Seminar or lecture on relevant aids concerning e.g. advanced technologicaldevelopments, devices or legal concerns in direct co operation with accordinglyskilled/specified provider /school / business / aid supplier / consultant/ expert of nationalor regional elf-help organisation
ACCESS - SERVICE - EXPERIENCES: THE TARGET GROUP ORIENTED MIT! QUALITY STANDARDS
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D E A F G U E S T S
The MIT! model describes deaf guests and hearing impaired guest as two different target
groups. This is because the requirements of both differ: Whereas for deaf people visualisation is
of utmost importance and clear and significant visual signs should indicate if telephone rings or
door is knocked, for people with hearing impairments, also technological equipment such as
induction loops could improve perception of sounds. In case investments are affordable, it
makes much sense to focus on both of these target groups, since there are multifaceted kinds
and degrees of hearing impairment. Furthermore it’s worth mentioning, that if hearing
impairments arise or get worse as a result of age, the target group members might not have
learned to acquire sufficient sign language skills. Please note the following quality criteria:
A - Access requirementsThe following quality criteria for barrier-free access for specific target groups to hotels (NACE 55.1 and55.2) are based on the target agreement on minimum standards for the categorisation of accessible tourismenterprises in Germany (2005, see p. 9). Considering the national and cultural differences in theparticipating countries, the project partners added standards in close cooperation with the MIT! advisoryboards composed of representatives of self-help organisations and regional tourism institutions.Alternative solutions are indicated by “|”
1.A How to get there
1. IN ADVANCE INFORMATIONDetailed “How to get there” and “Getting in” - information including number ofappropriate rooms: bed, bathroom & toilettes possibly with photo and draft | “AccessStatement” if the target group is covered
2. ACCESS VIA PUBLIC TRANSPORTInformation about appropriate facilities provided by meeting demands.
1.B Getting in
1. RELEVANT INFORMATIONVisual presentationpromt communication with reception via fax warranted
2. GETTING OUT IN EMERGENCY INFORMATION written information, visual guideposts and signs
1.C Using the facility
1. LIFTIf in case of an emergency call acoustical feedback will be received, this should also beprovided visually
2. ROOMSmin. 1 single room | 1 double roomClear and significant visualisation if telephone ringsClear and significant visualisation if door is knockedequipped with faxCommunication with reception will be guaranteed in short timemin 1 socket for use by guestequipped with tv and video text decoder
3. ALARMClear and definite notice ability of (acoustic) alarms via flashlight signal in the roomClear and definite notice ability of (acoustic) alarms via flashlight signal in the bathroom
ACCESS - SERVICE - EXPERIENCES: THE TARGET GROUP ORIENTED MIT! QUALITY STANDARDS
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S - Services
2.A Health Services
1. Physiotherapy / therapeutic exercise / massage / wellness ...
contact data list of according providers in the region including those who would offermobile services
2. Dialysis / specified medical care
on request: contact data list of according medical centres in the region
3. General medical care
on request: list of medicals, medical specialists, medical centres in the regioncentres
2.B Mobility Services
1. A to B transport skilled for taking in account needs and meeting requirements of thetarget group:
in direct co operation with a local taxi / transport company
contact data list of according taxi / transport companies
2. openness for individual concerns
2.C Nutrition
1. If meals are served:
Provision of information on variety of diets / special menues offered
2. List of accordingly specified restaurants / caterers / shops
3. Recommended visit of local restaurant meeting the access requirements of the targetgroup:
in direct co operation with the restaurant
contact data list of according restaurants and bars
E - Experiences
3.A. Insights into Regional Culture
1. Target group oriented city / sightseeing tour ( e.g. accompanied by sign languageinterpreter / video guided tours / sign language film through electronic media ...):
in direct co operation with accordingly skilled/specified provider
contact data list of accordingly skilled/specified provider
2. Target group oriented visit of cinema / theatre / museum / gallery... ( e.g. accompaniedby sign language interpreter / video guided tours / sign language film through electronicmedia ...)::
in direct co operation with accordingly skilled/specified and assisting provider
contact data list of accordingly skilled/specified provider
3. Visit of traditional events, festivals and activities... ( e.g. accompanied by sign languageinterpreter / video guided tours / sign language film through electronic media ...)::regional cuisine, cooking, dancing, vine tasting, visit of “Traditional Easter” in Greece,“Fastnacht” in Germany, “Ice sculpturing” in Finland etc.
in direct co operation with accordingly skilled/specified provider
list of accordingly skilled/assisting shops
ACCESS - SERVICE - EXPERIENCES: THE TARGET GROUP ORIENTED MIT! QUALITY STANDARDS
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3.B Experiencing Nature, Sports and Movement
1. Visit of a regional sports facilities/event ( e.g. accompanied by sign language interpreter/ video guided tours / sign language film through electronic media ...):
in direct co operation with accordingly skilled/specified provider meeting therequirements of the target group
list of appropriate locations and guidance meeting the requirements of the targetgroup
2. Target group oriented nature tour / wild park tour /sailing tour / horse riding / kayaking /skiing etc. ( e.g. accompanied by sign language interpreter / video guided tours / signlanguage film through electronic media ...):
in direct co operation with accordingly skilled/specified provider
list of appropriate locations and guidance
3. Visit of thermal bath / spa / swimming pool / sea swimming ... ( e.g. accompanied bysign language interpreter / video guided tours / sign language film through electronicmedia ...)
in direct co operation with accordingly skilled/specified institutions meeting therequirements of the target group
list of accordingly skilled/specified institutions meeting the requirements of the targetgroup
3.C Education and Contacts
1. Target group oriented ICT training / creativity course (e.g. accompanied by signlanguage interpreter / video guidance / sign language film...):
in direct co operation with accordingly skilled/specified provider
list of appropriate providers
2. Building contacts / intercultural experiences (e.g. joining a meeting of the local-self helpgroup or getting into contact via e-mail / internet
in direct co operation with members of according self-help groups in diverse regionsaboard
3. Seminar or lecture on relevant aids concerning e.g. advanced technologicaldevelopments or legal concerns
in direct co operation with accordingly skilled/specified provider /school / business /aid supplier / consultant/ expert of national or regional elf-help organisation
ACCESS - SERVICE - EXPERIENCES: THE TARGET GROUP ORIENTED MIT! QUALITY STANDARDS
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H E A R I N G I M P A I R E D G U E S T S
The MIT! model describes deaf guests and hearing impaired guest as two different target
groups. This is because the requirements of both differ: Whereas for deaf people visualisation is
of utmost importance and clear and significant visual signs should indicate if telephone rings or
door is knocked, for people with hearing impairments, also technological equipment such as
induction loops could improve perception of sounds. In case investments are affordable, it
makes much sense to focus on both of these target groups, since there are multifaceted kinds
and degrees of hearing impairment. Furthermore it’s worth mentioning, that if hearing
impairments arise or get worse as a result of age, the target group members might not have
learned to acquire sufficient sign language skills. Hearing-impaired people need visual
presentations as well as special devices. Please note the following quality criteria:
A - Access requirementsThe following quality criteria for barrier-free access for specific target groups to hotels (NACE 55.1 and55.2) are based on the target agreement on minimum standards for the categorisation of accessible tourismenterprises in Germany (2005, see p. 9). Considering the national and cultural differences in theparticipating countries, the project partners added standards in close cooperation with the MIT! advisoryboards composed of representatives of self-help organisations and regional tourism institutions.Alternative solutions are indicated by “|”
1.A How to get there
1. IN ADVANCE INFORMATIONDetailed “How to get there” and “Getting in” - information including number ofappropriate rooms: bed, bathroom & toilettes possibly with photo and draft | “AccessStatement” if target group is covered
2. ACCESS VIA PUBLIC TRANSPORTInformation about appropriate facilities
1.B Getting in
1. VISUAL PRESENTATION OF RELEVANT INFORMATIONwritten information, visual guideposts and signsreception equipped with induction loop system for hearing impaired people
2. GETTING OUT IN EMERGENCY INFORMATION written information, visual guideposts and signs
1.C Using the facility
1. LIFTIf in case of an emergency call acoustical feedback will be received, this should also beprovided visually
2. ROOMSmin. 1 single room | 1 double roomClear and significant visualisation if telephone ringsClear and significant visualisation if door is knockedequipped with faxCommunication with reception will be guaranteed in short timemin 1 socket for use by guestequipped with TV and video text decoder
3. ALARM (IF EXISTING)Clear and definite notice ability of (acoustic) alarms via flashlight signal in the roomClear and definite notice ability of (acoustic) alarms via flashlight signal in the bathroom
ACCESS - SERVICE - EXPERIENCES: THE TARGET GROUP ORIENTED MIT! QUALITY STANDARDS
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S - Services
2.A Health Services
1. Physiotherapy / therapeutic exercise / massage / wellness ...
contact data list of according providers in the region including those who would offermobile services
2. Dialysis / specified medical care
on request: contact data list of according medical centres in the region
3. General medical care
on request: list of medicals, medical specialists, medical centres in the regioncentres
2.B Mobility Services
1. Openness for individual concerns
2.C. Nutrition
1. If meals are served:
Provision of information on variety of diets / special menues offered
2. List of accordingly specified restaurants / caterers / shops
3. Recommended visit of local restaurant meeting the requirements of the target group:
in direct co operation with the restaurant
contact data list of according restaurants and bars
E - Experiences
3.A Insights into Regional Culture
1. Target group oriented city / sightseeing tour ( e.g. visual information | video supportduring guided tours / sign language film through electronic media ...):
in direct co operation with accordingly skilled/specified provider
contact data list of accordingly skilled/specified provider
2. Target group oriented visit of cinema / theatre / museum / galery ... ( e.g. visualinformation | video support during guided tours / video guided tours / sign language filmthrough electronic media ...)::
in direct co operation with accordingly skilled/specified and assisting provider
contact data list of accordingly skilled/specified provider
3. Visit of traditional events, festivals and activities( e.g. visual information | video supportduring guided tours / sign language film through electronic media ...):regional cuisine, cooking, dancing, vine tasting, visit of “Traditional Easter” in Greece,“Fastnacht” in Germany, “Ice sculpturing” in Finland etc.
in direct co operation with accordingly skilled/specified provider
list of accordingly skilled/assisting shops
ACCESS - SERVICE - EXPERIENCES: THE TARGET GROUP ORIENTED MIT! QUALITY STANDARDS
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3.B Experiencing Nature, Sports and Movement
1. Visit of a regional sports facilities/event ( e.g. visual information | video support duringguided tours / video guided tours / sign language film through electronic media ...):
in direct co operation with accordingly skilled/specified provider
contact data list of accordingly skilled/specified provider
2. Target group oriented nature tour / wild park tour /sailing tour / horse riding / kayaking /skiing etc.:
in direct co operation with accordingly skilled/specified provider
list of appropriate locations and guidance
3. Visit of thermal bath / spa / swimming pool / sea swimming ... ( e.g. visual information |video support during guided tours / video guided tours / sign language film throughelectronic media ...):
in direct co operation with accordingly skilled/specified provider
list of according facilities
3.C Education and Contacts
1. Target group oriented ICT training / creativity etc. course (e.g. visual information | videosupport during guided tours | video guidance / sign language film...):
in direct co operation with accordingly skilled/specified provider
list of appropriate providers
2. Building contacts / intercultural experiences (e.g. joining a meeting of the local-self helpgroup or getting into contact via e-mail / internet
in direct co operation with members of according self-help groups in diverse regionsaboard
3. Seminar or lecture on relevant aids concerning e.g. advanced technologicaldevelopments or legal concerns
in direct co operation with accordingly skilled/specified provider /school / business /aid supplier / consultant/ expert of national or regional self-help organisation
|47
PART 3 GUIDE FOR ACCESSIBLE TOURISM:
B I B L I O G R A P H Y A N D L I S T O F R E F E R E N C E S
ACCESSIBLE TOURISM FOR ALL
A renewed EU Tourism Policy - Towards a stronger partnership for European Tourism. COMMISSION OF
THE EUROPEAN COMMUNITIES (Kom2006) 0134 http://eur-
lex.europa.eu/LexUriServ/LexUriServ.do?uri=COM:2006:0134:FIN:en:HTML
CETA (Competitiveness for a European Tourism for All) aims to help small and medium-sized tourism
enterprises in Europe become more sustainable and competitive, by making their offers and services
accessible for all tourists. www.enat.be/
Easy does it Simple, low-cost changes to benefit you and your visitors. Published by British Tourist Authority
(trading as VisitBritain), Thames Tower, Blacks Road, London W6 9EL, www.visitbritain.com/corporate
Economic Impulses of Accessible Tourism for All. NEUMANN, PETER, BOLLICH, PETRA u.a. Editor:
Federal Ministy of Economics and Technology, Public Relation/P3, 10115 Berlin. www.bmwi.de. Documentation
Nr. 526. 2004 (EN) www.bmwi.de/BMWi/Navigation/Service/publikationen,did=28398.html
ETCAATS - European Training Certificate Accessible for All in the Tourism Sector - aims to supply tourism
providers with a range of on-line training tools and a professional training certificate, enabling them to welcome,
with confidence, guests with disabilities and others with particular access needs. The ETCAATS project is
supported through the European Commission's Lifelong Learning Programme, "Leonardo da Vinci", Transfer of
Innovation. Agreement number : LLP-LDV/TOI/SE/09/1194
Europe, the world's No 1 tourist destination - a new political framework for tourism in Europe Tourismus.
COMMISSION OF THE EUROPEAN COMMUNITIES (Kom2010) 0352, European Commission's Directorate
General for Enterprise and Industry http://ec.europa.eu/enterprise/sectors/tourism/index_en.htm
European Network for Accessible Tourism (ENAT), www.accessibletourism.org
‘Europe for All’ aims at enabling better communications between tourism providers and their customers,
developed with the support of the European Commission, by the pan-European partnership, OSSATE, which
stands for "One-Stop-Shop for Accessible Tourism in Europe". www.europeforall.com, www.ossate.org
Improving information on accessible tourism for disabled people. WESTCOTT, JACQUELINE. Published by
the European Commission, 2004. ISBN 92-894-7678-8
”MIT! - Make it accessible! - Promote barrier-free travelling for senior citizens and people with handicaps
through innovative marketing strategies based on awareness of specific requirements, needs and active
interest in social inclusion” is a European project funded by the European Commission www.mit-
makeitaccessible.eu
MIT! MAKE IT ACCESSIBLE Projekt information and downloads: www.mit-makeitaccessible.de
MIT! MAKE IT ACCESSIBLE Virtual marketplace for holistic accessible travelling www.tourism4all.net
Nationale Koordinationsstelle Tourismus für Alle e.V. - NatKo, www.natko.de
Profit Through Access, www.profitthroughaccess.co.uk
VisitEngland, the official tourist board for England: “Examples of Access Statements”
www.enjoyengland.com/corporate/corporate-information/Industry_Services/Sustainability-and-Accessibility/Accessible-
Tourism/Access-Statements.aspx
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ACCESSIBILITY FOR ALL
It's all about access to equal rights... EC Website > Employment, Social Affairs and Equal
Opportunities > People with disabilities http://ec.europa.eu/social/main.jsp?catId=429&langId=en -
Summary of the main outcomes of the public consultation on the EU Disability Strategy 2010-20.
http://ec.europa.eu/social/BlobServlet?docId=5356&langId=en
Education, Employment, Access to buildings. Vladimir Špidla’s speech, Commissioner for
Employment, Social Affairs and Equal Opportunities.
http://europa.eu/rapid/pressReleasesAction.do?reference=SPEECH/07/386&format=HTML&aged=1&language=E
N&guiLanguage=en
Opportunities, access and solidarity: towards a new social vision for 21st century Europe. The renewed
social agenda completes the Lisbon Strategy for the period 2008-2010.
http://europa.eu/legislation_summaries/employment_and_social_policy/social_agenda/em0010_en.htm
Barrierefrei für alle. (Accessibility for All) Information under the coordination of the Hesse Ministry of
Work, Family and Health and main focus of Sozialnetz Hessen (Social Network Hesse). www.barrierefrei-
fuer-alle.de
DESIGN FOR ALL
Design for All Europe EIDD is the joint European platform for social planners, architects, designers
and others who believe in the potentials of their professions to play a vital role in the necessary
transformation of our societies into more cohesive, innovative and sustainable ones.
www.designforalleurope.org
Design for All Foundation offers advice and services on Design for All to companies,
organisations and administrations at national, European and international level with the aim that the
ethical values that Design for All promotes are integrated into quality processes www.designforall.org
Europäisches Institut Design für Alle in Deutschland e.V. (EDAD) is part of a European network,
the "European Institute for Design and Disability" (EIDD).
EUROBAROMETER
A public survey regularly performed in the EU member states on behalf of the European
Commission, http://ec.europa.eu/public_opinion/index_en.htm
GOOGLE INSIGHTS FOR SEARCH
With Google Insights for Search, you can compare search volume patterns across specific regions,
categories, time frames and properties, http://www.google.com/insights/search/?hl=en-GB#
LIFELONG LEARNING
EU education and training policy focuses on collaboration on education and training among the
Member States and the EU institutions in order to make Europe a world-leading knowledge-based
economy. The Lifelong Learning Programme, lasting from 2007 to 2013, is the flagship European
funding programme. http://ec.europa.eu/education/index_en.htm
Blended Learning is a training concept based on a didactically expedient link of face-to-face-
seminars and virtual learning including new information and communication media. The concept links
effectiveness and flexibility of electronic learning platforms with the social aspects of face-to-face-
communication and the practical learning of tasks.
MIT! MAKE IT ACCESSIBLE: Training course via Blended Learning http://62.1.159.233/MIT_Moodle/
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CONVENTION ON THE RIGHTS OF PERSONS WITH DISABILITIES (UNCRPD)
In December 2006, the United Nations general Assembly has adopted the Convention on the
Rights of Persons with Disabilities, the first international convention on disabled people’s rights to
govern human rights protection from the specific point of view of disabled persons.
www.bildungsserver.de/zeigen.html?seite=8528
Following formal ratification, it is the first time in history the EU has become a party to an
international human rights treaty – the United Nation's (UN) Convention on the Rights of People with
Disabilities.
http://europa.eu/rapid/pressReleasesAction.do?reference=IP/11/4&format=HTML&aged=0&language=EN&g
uiLanguage=en
UNCRPD, adopted on 13 December 2006 during the sixty-first session of the General Assembly
by resolution A/RES/61/106: Full text. Website of The Office of the United Nations High
Commissioner for Human Rights (OHCHR), www2.ohchr.org/english/law/disabilities-convention.htm
UNCRPD: Status of ratification.
http://treaties.un.org/Pages/ViewDetails.aspx?src=TREATY&mtdsg_no=IV-
15&chapter=4&lang=enDetails.aspx?src=TREATY&id=1&chapter=4&lang=en
Information Note from the European Commission on progress in implementing the UN Convention
on the Rights of Persons with Disabilities. (The current situation is: All Member States and the EU
have signed the Convention. 21 Member States have signed the Optional Protocol to the
Convention. 14 Member States have ratified the Convention. (Austria, Belgium, Germany, France,
Hungary, Italy, Portugal, Spain, Slovenia, Sweden, United Kingdom the Czech Republic, Denmark
and Latvia) http://ec.europa.eu/social/BlobServlet?docId=5071&langId=en
WEB ACCESSIBILITY
The World Wide Web Consortium (W3C) is an international community that develops standards to
ensure the long-term growth of the Web. The Web Accessibility Initiative (WAI) develops strategies,
guidelines, and resources to help make the Web accessible to people with disabilities.
www.w3.org/WAI/gettingstarted/Overview.html
The BIK project supports the realisation of accessibility at work in companies and administrations
developing testing methods to evaluate the accessibility of internet and intranet applications, in
Germany. The BITV test is a testing method to comprehensively and reliably evaluate the
accessibility of websites. www.bik-online.info
Simplicity for All (Einfach für Alle EfA) addresses website provider and agencies to convince them
that they also benefit from accessible internet. www.einfach-fuer-alle.de
SELF-HELP ORGANISATIONS FOR DISABLED PEOPLE
Disabled people contacts. Directgov, the UK government's digital service for people in England
and Wales, delivers information and practical advice about public services. It also lists the contact
data of a range of organisations that offer advice and information
http://www.direct.gov.uk/en/Dl1/Directories/UsefulContactsByCategory/DisabledPeopleContacts
Federal Co-operative Self Help for the Disabled and People with Chronic Diseases
(Bundesarbeitsgemeinschaft Selbsthilfe von Menschen mit Behinderung und chronischer
Erkrankung und ihren Angehörigen e.V. BAG SELBSTHILFE) is the association of self-help
organisations of disabled people and people with chronic diseases and their families in Germany.
You can find contact details of member associations and organisations at: www.bag-
selbsthilfe.de/61/mitglieder
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TARGET AGREEMENT ON MINIMUM STANDARDS FOR THE CATEGORISATION OF ACCESSIBLE HOTEL AND
RESTAURANT ENTERPRISES IN GERMANY
German law on equal opportunities for people with disabilities (Behindertengleichstellungsgesetz
– BGG) www.gesetze-im-internet.de/bgg/BJNR146800002.html
The BGG defines for the hotel and restaurant industry accessibility as condition for the
concession. Furthermore, the BGG stipulates the celebration of voluntary target agreements
between recognised disabled people associations and business associations. www.einfach-
teilhaben.de/DE/StdS/Mobilitaet/Barrierefrei_reisen/Hotels_Gaststaetten/hotels_gaststaetten_node.html.
Target agreement on accessibility in hotel and restaurant industry and minimum standards in the
categories A-E, www.dehoga-bundesverband.de/branchenthemen/barrierefreiheit/
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IDEAS - SUGGESTIONS - CONTACTS
S P A C E F O R Y O U R O W N N O T E S
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MIT! MAKE IT ACCESSIBLE:
T H E P R O J E C T P A R T N E R S
MIT! - Make it accessible! - Promote barrier-free travelling for senior citizens and people with
handicaps through innovative marketing strategies based on awareness of specific
requirements, needs and active interest in social inclusion
504655-LLP-1-2009-1-DE-LEONARDO-LMP
TELEHAUS WETTER / VeFAR e.V.
(Project coordinator)
Schulstraße 76, 35083 Wetter
www.telehaus-wetter.de
Allweb Solutions S.A.
Chalkida, Griechenland
www.allweb.gr
Humanpolis Rokua
Centre of Expertise, Oulu, Finnland,
www.humanpolis.fi
IPT - Instytut Postepowania Tworczego
Lodz, Polen
www.ipt.pl
NTA - National Tourist Association
Ljubljana, Slowenien
www.ntz-nta.si