NEW TECHNOLOGIES
Roberto Manuel Martinez Chaimae Chriha Nhari Beatriz Julián Alvarez
a1) ❖
ANDALUCIA.com
- Website:
www.andalucia.com
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Blogs:
http://blog.andalucia.com
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Social Networks: https://twitter.com/andalucia_com
https://www.facebook.com/andaluciacom/
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Media player webpage: https://www.youtube.com/user/andaluciavideo
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Mobile apps: Turismo Andalucia
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Newsletter: http://www.andalucia.com/newsletter/index.htm
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Forums and chats: http://www.andalucia.com/forums/index.php
b1)
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Website It is a platform that provides information about different destinations in Andalusia and interlinks customers with other pages which can help them when making a reservation.
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In the
blog, customers talk about their experiences so future customers can decide if
they really want to go there. ●
Social networks help to promote the products of the company in order to be distributed everywhere.
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Through Media player web page, people around the world can see online videos about different places, traditions, events, etc., that define Andalusia.
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Mobile app’s: They help guests to programme their visit. Newsletter can help guests in their decision when planning a trip to our region. Forums and chats are where guests can leave their opinions and interchange information each others.
c1)
c2) Internet is a very useful tool; companies have websites on the Internet where they show company information, describe their products and services and have a better relationship with their customers. A web page can have several benefits for the company (it is a second door of main access to information about the company, it serves as an advertisement that will be present everyday and on every moment, it promotes communication with customers and the products they want, it also offers the possibility of finding information about new products and generates a good image for the clients, and this allows to increase the number of clients and the volume of sales of products and services of the company). Then we can say that Internet is a useful tool for the company, now that it helps to sell the products in an easier way.
d1)
e1) This document has the main object to notify to all our companies that all their data information will be treated with the extreme care and protection. In this document, we have to detail: 1. Who’s asking for the information. Here, Granatravel (our tour operator) is who’s asking for the information. 2. What is the information requested. The information requested is the name, web direction, the product offered, price, etc., of the companies we have registered on our data base. 3. What is the purpose of the use of this information. The main purposes are to protect it, to establish a direct marketing relation with our customers and to make statistics. 4. To whom is referred this information. This information is referred to the companies registered on our data base. 5. If it will be used by a third person. This information will be used only by the authorized persons who are able to work with it and the owners. 6. How it will be updated. This information will be updated online (we will require to our customers to warn us when they’ll update their webpages in order to maintain their data information updated on our data base).
[Sample data protection policy template]
This document has been produced by Tech Donut, a website offering technology advice for small businesses. You are free to edit and use this document in your business. Important information: As every company is different, please seek professional advice when creating your data protection policy. Your business may face circumstances and issues that are not covered by this sample policy. This data protection policy is made available on an ‘as is’ basis. Tech Donut cannot take any responsibility for the consequences of errors or omissions. Any reliance you place on this document will be at your own risk. Neither Tech Donut, nor its employees, experts, sponsors or syndication partners are liable for any losses or damages arising from your use of this document. These individuals and organisations exclude all warranties and representations, express or implied, in respect of your use of the website and its content.
Data protection policy Context and overview Key details ●
Policy prepared by: Granatravel
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Approved by board / management on: 04/04/2017
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Policy became operational on: 05/04/2017
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Next review date: 05/07/2017
INTRODUCTION Granatravel needs to gather and use certain information about individuals. These can include customers, suppliers, business contacts, employees and other people the organisation has a relationship with or may need to contact. This policy describes how this personal data must be collected, handled and stored to meet the company’s data protection standards — and to comply with the law.
Why this policy exists This data protection policy ensures Granatravel: ● Complies with data protection law and follow good practice
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Protects the rights of staff, customers and partners
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Is open about how it stores and processes individuals’ data
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Protects itself from the risks of a data breach
DATA PROTECTION LAW The Data Protection Act 1998 describes how organisations — including Granatravel — must collect, handle and store personal information. These rules apply regardless of whether data is stored electronically, on paper or on other materials. To comply with the law, personal information must be collected and used fairly, stored safely and not disclosed unlawfully. The Data Protection Act is underpinned by eight important principles. These say that personal data must: 1. Be processed fairly and lawfully 2. Be obtained only for specific lawful purposes 3. Be adequate, relevant and not excessive 4. Be accurate and kept up to date 5. Not be held for any longer than necessary 6. Processed in accordance with the rights of data subjects 7. Be protected in appropriate ways 8. Not be transferred outside the European Economic Area (EEA), unless that country or territory also ensures an adequate level of protection
People, risks and responsibilities
POLICY SCOPE This policy applies to: ●
The head office of Granatravel.
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All branches of Granatravel.
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All staff and volunteers of Granatravel.
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All contractors, suppliers and other people working on behalf of Granatravel.
It applies to all data that the company holds relating to identifiable individuals, even if that information technically falls outside of the Data Protection Act 1998. This can include: ●
Names of individuals
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Postal addresses
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Email addresses
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Telephone numbers
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…plus any other information relating to individuals
DATA PROTECTION RISKS This policy helps to protect Granatravel from some very real data security risks, including: ●
Breaches of confidentiality. For instance, information being given out inappropriately.
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Failing to offer choice. For instance, all individuals should be free to choose how the company uses data relating to them.
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Reputational damage. For instance, the company could suffer if hackers successfully gained access to sensitive data.
RESPONSABILITIES Everyone who works for or with Granatravel has some responsibility for ensuring data is collected, stored and handled appropriately. Each team that handles personal data must ensure that it is handled and processed in line with this policy and data protection principles. However, these people have key areas of responsibility: ●
The board of directors is ultimately responsible for ensuring that Granatravel meets its legal obligations.
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The data protection officer, Mr. Roberto M. Martínez, is responsible for: ○
Keeping the board updated about data protection responsibilities, risks and issues.
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Reviewing all data protection procedures and related policies, in line with an agreed schedule.
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Arranging data protection training and advice for the people covered by this policy.
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Handling data protection questions from staff and anyone else covered by this policy.
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Dealing with requests from individuals to see the data Granatravel holds about them (also called ‘subject access requests’).
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Checking and approving any contracts or agreements with third parties that may handle the company’s sensitive data.
The IT manager, Ms. Chaimae Chriha, is responsible for: ○
Ensuring all systems, services and equipment used for storing data meet acceptable security standards.
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Performing regular checks and scans to ensure security hardware and software is functioning properly.
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Evaluating any third-party services the company is considering using to store or process data. For instance, cloud computing services.
The marketing manager, Ms. Beatriz Julián, is responsible for: ○
Approving any data protection statements attached to communications such as emails and letters.
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Addressing any data protection queries from journalists or media outlets like newspapers.
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Where initiatives
necessary, working with other staff to ensure marketing abide by data protection principles.
General staff guidelines ●
The only people able to access data covered by this policy should be those who need it for their work.
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Data should not be shared informally. When access to confidential information is required, employees can request it from their line managers.
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Granatravel will provide training to all employees to help them understand their responsibilities when handling data.
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Employees should keep all data secure, by taking sensible precautions and following the guidelines below.
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In particular, strong passwords
must be used and they should never be shared.
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Personal data should not be disclosed to unauthorised people, either within the company or externally.
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Data should be regularly reviewed and updated if it is found to no longer required, it should be deleted and disposed of.
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Employees should request help from their line manager or the data protection officer if they are unsure about any aspect of data protection.
be out of date. If
Data storage These rules describe how and where data should be safely stored. Questions about storing data safely can be directed to the IT manager or data controller. When data is stored on paper, it should be kept in a secure place where unauthorised people cannot see it. These guidelines also apply to data that is usually stored electronically but has been printed out for some reason: ●
When not required, the paper or files should be kept in a locked drawer or filing cabinet.
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Employees should make sure paper and printouts are not left where unauthorised people could see them, like on a printer.
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Data printouts should be shredded and disposed of securely when no longer required. When data is stored electronically, it must be protected from unauthorised access, accidental deletion and malicious hacking attempts: ●
Data should be protected by strong passwords that are changed regularly and never shared between employees.
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If data is stored on removable media (like a CD or DVD), these should be kept locked away securely when not being used.
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Data should only be stored on designated drives and servers, and should only be uploaded to an approved cloud computing services.
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Servers containing personal data should be sited in a secure location, away from general office space.
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Data should be backed up frequently. Those backups should be tested regularly, in line with the company’s standard backup procedures.
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Data should never be saved directly to laptops or other mobile tablets or smartphones.
devices like
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All servers and computers containing data should be protected by approved security software and a firewall.
Data use Personal data is of no value to Granatravel unless the business can make use of it. However, it is when personal data is accessed and used that it can be at the greatest risk of loss, corruption or theft: ●
When working with personal data, employees should ensure the screens of their computers are always locked when left unattended.
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Personal data should not be shared informally. In particular, it should never be sent by email, as this form of communication is not secure.
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Data must be encrypted before being transferred electronically. The IT manager can explain how to send data to authorised external contacts.
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Personal data should never be transferred outside of the European Economic Area.
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Employees should not save copies of personal data to their own computers. Always access and update the central copy of any data.
Data accuracy The law requires Granatravel to take reasonable steps to ensure data is kept accurate and up to date. The more important it is that the personal data is accurate, the greater the effort Granatravel should put into ensuring its accuracy. It is the responsibility of all employees who work with data to take reasonable steps to ensure it is kept as accurate and up to date as possible. ●
Data will be held in as few places as necessary. Staff should not create any unnecessary additional data sets.
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Staff should take every opportunity to ensure data is updated. For instance, by confirming a customer’s details when they call.
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Granatravel will make it easy for data subjects to update the information Granatravel holds about them. For instance, via the company website.
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Data should be updated as inaccuracies are discovered. For instance, if a customer can no longer be reached on their stored telephone number, it should be removed from the database.
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It is the marketing manager’s responsibility to ensure marketing databases are checked against industry suppression files every six months.
Subject access requests All individuals who are the subject of personal data held by Granatravel are entitled to: ● Ask what information the company holds about them and why. ●
Ask how to gain access to it.
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Be informed how to keep it up to date.
● Be informed how the company is meeting its data protection obligations. If an individual contacts the company requesting this information, this is called a subject access request. Subject access requests from individuals should be made by email, addressed to the data controller at granatravel@gmail.com. The data controller can supply a standard request form, although individuals do not have to use this. Individuals will be charged £10 per subject access request. The data controller will aim to provide the relevant data within 14 days. The data controller will always verify the identity of anyone making a subject access request before handing over any information.
Disclosing data for other reasons In certain circumstances, the Data Protection Act allows personal data to be disclosed to law enforcement agencies without the consent of the data subject. Under these circumstances, Granatravel will disclose requested data. However, the data controller will ensure the request is legitimate, seeking assistance from the board and from the company’s legal advisers where necessary.
Providing information Granatravel aims to ensure that individuals are aware that their data is being processed, and that they understand: ●
How the data is being used
● How to exercise their rights To these ends, the company has a privacy statement, setting out how data relating to individuals is used by the company. [This is available on request. A version of this statement is also available on Granatravel’s website.]
F1)
We’ve been focused in searching tourist companies in hotels. With this, we are based on our data base where we have detailed a list of hotels located in Granada, studying some aspects:
Let's take into account that all of them belong to the tourist companies, which are dedicated to the accommodation sector.
For example, the Center chain and Carmen’s Hotel are on a similar price (even though they are in downtown places. They offer the same product (tourist lodging); on the other hand, the Melia Chain, Santa Paula and the Alhambra Palace offer the same kind of lodging, but with a higher quality and a higher price (approx. 150€ per night and person). These last are located in places with so much tourist attractions. 3. If we speak about promotion, we have verified that most of them have their own attractive webpages, but they promote themselves on social networks (trying to attract customers so to establish a direct contact with the facility of booking online); they try to sell a product like if it were We must notice that everyone is related to tourist companies, related with the hospitality area. In this data base, we can analyze that as a product, everyone sells the same thing, but not with the same quality (we are speaking about a 65€ per night and person price approximately). 1. They don’t get promoted likewise on their own webpages. A few of them are more attract people trying to set the product closer so strikingly; however, examples like the Center chain and Carmen’s Hotel are more cautious and less attractive (they are only interested in selling their product to specific customers). A jewel. They also promote themselves on web browsers like Tripadvisor, Booking, Kayak, etc.
F2) We have identificated this competitive advantages:
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A product that is unique, innovative, difficult to imitate for the rivals and that allows them to be different from them. A technology that can do easy the distribution of the services with a better efficiency. A so qualified staff that can bring a high productivity or an excellent service with the guest. An information system that allows them to take and process quickly guest’s requests. A strategic place so that guests can locate and visit them easily, or suppliers can provide them at the appropriate time. A hotel shuttle to take guests to wherever they want without having to take a taxi, bus, metro. Spa, sauna, climatic swimming pool for the relaxation of the client and fitness center Tourist guide of the hotel that speaks several languages. Visits to museums, monuments organized by the same hotel (all this make guests find what they are looking for in a hotel without having to move to other places and worry about of what transport to use and what activities to do.
G1) 1. Product quality: a good product attracts new guests and consolidate those who have bought it.
2. Free shipping costs: guests are reluctant to pay an extra price to receive the products. Including the shipping costs on the product’s price, they’ll have guaranteed their purchasings. 3. Easy returns: as they can’t check the products, so many customers want to be secure of returning them in case of dissatisfaction. Looking is not as same as touching. 4. Judgements and valuations of other guests: everyone wants to know if the web where we are buying is notorious or complaints about late delivery, etc. 5. Visual search function: it helps to search products for the guest (giving more possibilities of purchasing). 6. Easy navigation: helping the guest to navigate by the web is essential in order not to be lost, boring or overwhelmed. 7. Simplicity in the purchasing process: giving a clear and simple purchasing process gives more trust to the guest. 8. Lots of options: offering the same product in its different versions helps every person to find the suitable option. 9. Possibility of purchasing special sizes: commercializing tailor-made reserves makes that everyone can buy on his web shop. 10. Availability of new products: it changes increasingly. Being updated and offering the last tendencies can make our shop to be frequented by chic Internet-users.
H1) Combination of different types of marketing can would be:
The distribution of flyers, newspaper, sales door to door, telemarketing.. are marketing of always so a good combination can be : -Sending letters to the customer with discounts and promotions which can be exchanged by QR code, on this way the guest is using new technologies through the classic letter. ● Be active on social media: Internet is an important tool nowadays, you have the choice to keep in contact with the customer and on this way generate direct sales and valuable feedback from your audience ● Work with travel aggregators: Is important to fight with them not against them because of they dominate the search result about hotel related keywords ● Find your niche and dominate it: You have to create something different and know what types is your accommodation to do it something unique, highlighting among others companies ● Unleash the power of email: When tourists go to hotels in holidays ask for their email or telephone number is a good way to keep in contact and have the possibility of sending emails with promotions ● Focus on repeat customers: Many travelers come back to the same place or hotel so is easier to get an existing customer than a new customer because the previous has been known your product ● Treat guests like family: For small business to get customers in the competition against big business is difficult, so the tool that you can use is the treat to the guest, if he feels like at home , due to your good treat, he always be satisfied and would be a new guest ● Write a company blog: It can be useful because people talk about their experiences in your company and others who want to know about it can see informations and keep in contact with them
h2)
HOTEL ABADES app:
HOTEL ALHAMBRA PALACE’S Instagram:
HOTEL ALHAMBRA PALACE’S app:
HOTEL CARMEN’S Pinterest:
SENATOR GRANADA SPA & HOTEL’S Flickr:
HOTEL MA NAZARIES BUSINESS Facebook:
SIDORME HOTEL Tweeter ;
SANTOS HOTELS’ app:
HOTELES SANTOS Facebook:
HOTEL GRANADA CENTER’S Google+:
HOTEL GRANADA CENTER app:
HOTEL HESPERIA GRANADA Google+ :
HOTEL NH COLLECTION GRANADA VICTORIA Facebook:
HOTEL AC PALACIO DE SANTA PAULA Google+ :
HOTEL MELIA GRANADA App:
HOTEL MELIA GRANADA TWITTER: