1. The contents reflect the author's views. The Managing Authority is not liable for any use that may be made of the information contained therein
This project is co-financed by the ERDF and made possible by the
INTERREG IVC programme
Listening platform to the users’ needs

2. This project is co-financed by the ERDF and made
possible by the INTERREG IVC programme
Areas of expertise Tourism and Cultural Heritage
• Culture and Tourism are getting more and more
interconnected to technology
• Technology provides many ideas to innovate
those areas, through different experimentations
• The crucial point is “listening to the users’ needs”
in order to find out whether new technological
solutions bring along an added value to the
business
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3. This project is co-financed by the ERDF and made
possible by the INTERREG IVC programme
Areas of expertise Tourism and Cultural Heritage
• Internet can help us because it provides new
sources of data, informal data, like blog, forum,
social network, etc …
• Such sources of information can be collected
and analyzed on a regular basis, setting up a so
called “Listening Platform”
• From such platform we can get useful tips to
develop a new service or to improve existing
services
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4. This project is co-financed by the ERDF and made
possible by the INTERREG IVC programme
Scheme
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Tourist offices
Contact
Center
Touristic Web
site
On line
services
Listening
Platform
Technical surveys
Profiler
Direct surveys
Indirect surveys
Contact Center statistics
Feedback for new services
Log analysis
Internet sources
Social network
Citizen- Companies

5. This project is co-financed by the ERDF and made
possible by the INTERREG IVC programme
Holy Shroud Exhibition (23 April – 10 May 2010)
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6. This project is co-financed by the ERDF and made
possible by the INTERREG IVC programme
Holy Shroud Exhibition
Internet Committee Call Center
prenotazioni prenotati prenotazioni prenotati prenotazioni prenotati prenotazioni prenotati
250.736 1.799.385 212.579 1.534.021 1.056 44.729 37.101 220.635
84,78% 0,42% 14,80%
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7. This project is co-financed by the ERDF and made
possible by the INTERREG IVC programme
Holy Shroud Exhibition
7

8. This project is co-financed by the ERDF and made
possible by the INTERREG IVC programme
Holy Shroud Exhibition
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9. This project is co-financed by the ERDF and made
possible by the INTERREG IVC programme
What kind of sources can we listen to?
• information on touristic flows
• weblogs
• e-mails sent Tourist offices
• conversations about touristic and cultural issues
on blogs, forums, newspapers web sites
9

10. This project is co-financed by the ERDF and made
possible by the INTERREG IVC programme
Tips through email analysis
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11. This project is co-financed by the ERDF and made
possible by the INTERREG IVC programme
Sentiment analysis
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The new world of social network

12. This project is co-financed by the ERDF and made
possible by the INTERREG IVC programme
Forum, blog, Q&A website
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13. This project is co-financed by the ERDF and made
possible by the INTERREG IVC programme
Twitter, Web sites for women, newspaper websites
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14. This project is co-financed by the ERDF and made
possible by the INTERREG IVC programme
When did people talk about the Holy Shroud?
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15. This project is co-financed by the ERDF and made
possible by the INTERREG IVC programme
When did people talk about the Holy Shroud?
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16. This project is co-financed by the ERDF and made
possible by the INTERREG IVC programme
Conversation Topics
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17. This project is co-financed by the ERDF and made
possible by the INTERREG IVC programme
Torino Smart City
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18. This project is co-financed by the ERDF and made
possible by the INTERREG IVC programme
Torino Smart City - Net sentiment
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19. This project is co-financed by the ERDF and made
possible by the INTERREG IVC programme
Torino Smart City - Net sentiment
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20. This project is co-financed by the ERDF and made
possible by the INTERREG IVC programme
Torino Smart City - Net sentiment
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21. This project is co-financed by the ERDF and made
possible by the INTERREG IVC programme
Thanks for your attention
andrea.muraca@csi.it
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