ISO 13810:2022

INTERNATIONAL ISO
STANDARD 13810
Second edition
2022-10
Tourism and related services — Visits
to industrial, natural, cultural and
historical sites — Requirements and
recommendations
Tourisme et services connexes — Visites des sites industriels, naturels,
culturels et historiques — Exigences et recommendations
Reference number
ISO 13810:2022(E)
© ISO 2022

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ISO 13810:2022(E)
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© ISO 2022
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
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Published in Switzerland
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ISO 13810:2022(E)
Contents Page
Foreword .iv
Introduction .v
1 S c op e . 1
2 Nor m at i ve r ef er enc e s . 1
3 Terms and definitions . 1
4 G ener a l r e qu i r ement s . 2
4.1 General . 2
4.2 Staff . 2
4.2.1 General . 2
4.2.2 T raining programme. 2
4.2.3 The guide . 3
5 S er v ic e r e qu i r ement s .3
5.1 I nformation and communication . 3
5.2 Boo king . 4
5.3 V isits . 4
5.3.1 General . 4
5.3.2 V isit introduction . 5
5.3.3 Development of the visit . 5
5.3.4 C losure of the visit . 5
6 Facilities and equipment .6
6.1 General . 6
6.2 S ignage and access to the site . 6
6.3 P arking facilities . 6
6.4 Toilets . 6
6.5 A reas visited . 6
6.6 S ales area . 6
7 S afety and security .7
8 Vi sit or f e edb ac k . 7
Annex A (normative) Factors to be considered in the design of the tourist visit.8
Annex B (informative) Design of the service: internal service recommendations .11
Bibliography .12
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ISO 13810:2022(E)
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of
any patent rights identified during the development of the document will be in the Introduction and/or
on the ISO list of patent declarations received (see www.iso.org/patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO's adherence to
the World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT), see
www.iso.org/iso/foreword.html.
This document was prepared by Technical Committee ISO/TC 228, Tourism and related services.
This second edition cancels and replaces the first edition (ISO 13810:2015), which has been technically
revised.
The main changes are as follows:
— the title and the scope have been extended to cover any type of tourist visits in addition to the ones
related to industrial tourism;
— technical content has been simplified and adapted to SMEs throughout the text.
Any feedback or questions on this document should be directed to the user’s national standards body. A
complete listing of these bodies can be found at www.iso.org/members.html.
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ISO 13810:2022(E)
Introduction
In the context of significant development of guided and self-guided tourist visits, tourist service
providers which offer these need to implement a quality service approach in order to improve the
confidence and satisfaction of their visitors.
Some potential benefits of the organization of tourist visits include:
— promotion of the identity and culture of a destination through the enhancement of a new tourist
alternative;
— economic revitalisation of areas affected by factory closures and job losses in which heritage
recovery through industrial tourism can represent the beginning of a new tourist development,
completely different from the traditional activity;
— reuse of heritage sites, sometimes endangered, preserving them as tourist destinations seeking
investment returns;
— restoration and enhancement of architecture, both for its aesthetic value and for constituting the
testimony of an era;
— developing links between people, their heritage, their history and landscape, through participation
in a common project of building the future from the past, generating a sense of belonging to a
territory;
— generation of added value, giving significance to a site, trade or product.
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INTERNATIONAL STANDARD ISO 13810:2022(E)
Tourism and related services — Visits to industrial,
natural, cultural and historical sites — Requirements and
recommendations
1 S cope
This document establishes general requirements and recommendations for service providers that offer
guided or self-guided visits in order to enable visitors to learn:
— about the characteristics of the cultural, historical or natural value of a tourist site; or
— how a service, an activity or a product is developed now or was developed in the past (i.e industrial
tourism).
This document applies to tourist visits and related services, facilities, equipment and operations that
can affect the quality and safety of the visit and/or the experience of the visitors.
This document does not apply to natural protected areas for which ISO 18065 applies, or to recognized
museums.
2 Normat ive references
There are no normative references in this document.
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
ISO and IEC maintain terminology databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https:// www .iso .org/ obp
— IEC Electropedia: available at https:// www .electropedia .org/
3.1
museum
institution legally recognized as such, open to the public, which acquires, conserves, researches,
communicates and exhibits the tangible and intangible heritage of humanity and its environment for
the purposes of education, study and enjoyment
3.2
industrial tourism
type of tourism based on a visit service (guided or self-guided) which enables the visitor to learn about
the development, process, background and history of a product or a service
Note 1 to entry: Industrial tourism relates to living industry or industrial heritage sites.
3.3
tourist visit
activity aimed at providing knowledge to visitors regarding the special characteristics of the site (e.g.
background, history)
Note 1 to entry: Tourist visits can be guided or self-guided.
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ISO 13810:2022(E)
3.4
service provider
person or organization that offers tourist visits and related services
3.5
accessibility
extent to which products, systems, services, environments and facilities can be used by people from a
population with the widest range of user needs, characteristics and capabilities to achieve identified
goals in identified contexts of use
Note 1 to entry: Context of use includes direct use or use supported by assistive technologies.
[SOURCE: ISO 21902:2021, 3.1]
4 General requirements
4.1 General
The service provider shall inform visitors of the details of the guided and/or self-guided visit. The
service provider shall also:
a) define the itinerary of the visit, as appropriate;
b) define the appropriate number of visitors per visit;
c) provide clear and accurate information about the visit;
d) define and put into practice the courtesy rules for the staff (e.g. how to welcome visitors);
e) follow the visit schedule;
f) ensure the safety and security of visitors;
g) address the accessibility needs of visitors with disabilities as far as practicable.
In the case of visits to living industry, the service provider should ensure that the production of products
or the service provision is not compromised.
4.2 Staff
4.2.1 General
The service provider shall identify and document the organizational chart, job descriptions and
required skills of the staff.
There shall be a person responsible for measuring and monitoring visitor satisfaction.
4.2.2 Training programme
A training programme shall be designed, implemented and periodically reviewed by the service
provider to improve staff competence, according to the needs. The training programme shall include:
a) a training or orientation period after recruitment of the new member of staff, according to each job
position;
b) courtesy rules for staff in contact with visitors;
c) safety and security instructions, including emergency training (e.g. what to do in an emergency,
evacuation plan) and basic life support (BLS) or first aid training.
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ISO 13810:2022(E)
Other training content, such as environmental good practice, hygiene, IT skills, time management,
foreign languages and sign language, can be considered.
4.2.3 The guide
The guide shall:
a) have adequate knowledge of the destination and the features of the site;
b) be aware of the information to be transmitted to visitors;
c) be trained (i.e. written instruction) and experienced, especially in communication skills and in
the management of unplanned situations and emergencies (e.g. related to safety, security, visitor
behaviour);
d) be easily identifiable by the visitor (e.g. using a badge or uniform);
e) be audible and friendly;
f) follow the itinerary regarding schedule, content and duration, adapting the speech to the
characteristics of the group (e.g. experts, schools);
g) invite visitors to ask questions and be capable of answering them.
5 S ervice requirements
5.1 Information and c ommunication
The service provider shall provide information on the visits and related services provided. This
information shall be up-to-date, clear and complete, and should be offered at least through a website
(the organization's own or otherwise), provided in accessible formats (e.g. easily accessible to people
who are visually impaired).
The following information shall be provided to the visitor in written form:
a) details of the service provider, including name and contact details;
b) brief information about the facilities where the visits are carried out;
c) objectives pursued during the visit(s);
d) visit(s) offered and type (guided, self-guided or both);
e) visit(s) duration;
f) main aspects, contents, spots of the visit(s);
g) minimum and maximum number of visitors per visit (when needed);
h) limitations or restrictions, if any (e.g. health and safety risks, children not admitted, not
recommended for pregnant women, not recommended for people without good physical condition);
i) accessibility conditions;
j) timetables and frequency of the tourist visits, as well as service hours;
k) price(s), including additional services;
l) languages in which the tourist visits are offered;
m) booking c
...