Routine, day-to-day work undertaken in the organisation such as sending and receiving e-mails, database management and using word processing software.

Presented to tourism businesses, by a recognised body, as prizes of excellence in recognition of their efforts in becoming more sustainable. Examples of these include: Tourism for Tomorrow Awards organised by the World Travel and Tourism Council, Environmental Award organised by American Society of Travel Agents and Virgin Holidays Responsible Travel Awards organised by ResponsibleTravel.com.

The impact of individuals or organisations on the climate can be calculated by measuring the amount of carbon emissions (CO2) and other greenhouse gases produced, as a result of their choices and activities by consuming different products and services, by using a carbon calculator. The result of this calculation is known as a carbon footprint.

Refers to the number of visitors a destination can sustain without damage to the environment, community or visitor experience. Once this number is exceeded negative impacts are thought to occur at the destination.

A process that ensures there is some criteria by which organisations can conform in order to meet certain requirements or standards. When organisations or businesses become certified they are usually given an eco-label.

Codes of conduct serve as guidelines outlining the proper practices and the responsibilities of how the tourism industry should operate. These codes are not enforced, nor are they enforceable but are adopted voluntary by the stakeholders in the tourism industry. Therefore, there is no statutory requirements for the adoption of these codes of conduct. There are different types of codes ranging from general tourism industry codes, codes that address specific sectors and activities, codes for the tourists and codes directed to local communities. Some examples of codes of conduct in tourism include: UNWTO's Globe Code of Ethics for Tourism (2001) and WTTC’s Corporate Social Leadership in Tourism (2003).

An ICT-based tool/application focused on the design and delivery of technological applications for enhancing community participation and development through the use of e-mail, bulleting boards and networks all based on the Internet.

This refers to communities being involved in the decision-making process in matters of tourism that affect them. For example, if there is a proposal for the development of a hotel in a community, the community's views should be obtained since this proposed development will have both positive and negative impacts on their lives.

An ICT-based tool/application that is used to simulate real world settings by demonstrating how a system operates over time. In sustainable tourism development, this can be used for simulation of issues which are too complex for direct observation, manipulation or statistical analysis.

Refers to stresses placed on sites and systems at the destination relative to the desired level of use brought about by the increase in tourist numbers placed on the use of these sites and systems.

Essential factors that must be in place or essential areas of activity that must be performed in order to achieve the desired result. For example, in sustainable tourism development, a critical success factor is community participation and involvement.

This term describes the strategies, processes, people and technologies used by organisations to manage their relationship with customers in an organised manner for profit maximisation and customer satisfaction. It usually involves the capturing, processing, storing and archiving of customer data. For example, an organisation can build a database of its customers so that members of the organisation or the customer themselves can access this information and match the customer's requirements with the product offerings.

An aspect of marketing that relates to generally discouraging customers or discouraging a certain class of customers on a temporary or permanent basis in using a product/service. In sustainable tourism, de-marketing is focused on dissuading tourists from visiting a destination.

A physical space/geographical area which contains tourism products and services to be consumed by the tourists as part of the experience and which is promoted and marketed by an organisation such as a DMO.

An organisation responsible for the holistic management of tourism at the destination level which encompasses a range of tourism development, planning and marketing activities.

A system that consolidates and distributes a comprehensive range of tourism products through a variety of channels and platforms, generally catering for a specific region. This is an internet protocol based application which supports the activities of a DMO in the region by marketing and selling the destination to customers.

Third party business that distributes ICT-based tools/applications to a DMO across a network from a central data centre. DSP distribute such ICT-based tools/applications such as a DMS. This type of business provides a way for a DMO to outsource its ICT requirements.

This stage of tourism development at the destination is characterised by a well-defined tourist area that is marketed and promoted to tourists. Natural and artificial attractions will be developed and marketed to tourists, the physical appearance will be changed with some local facilities disappearing and being replaced by larger and more modern facilities. Local involvement and control in the tourism development process will become less.

Measures put in place to guide the tourism development process towards achieving the desired outcomes of the destination and the host community. These measures should be aligned with the greater development plan of the destination. It includes placing controls on the location of a development, the type and the size of the development.

Refers to the selection of the appropriate channel/s to get the tourism product/service to the customers. Organisations can choose to distribute directly to the customer or by using direct mail, telemarketing, the Internet, travel agents, tour wholesalers or retailers.

Purity of the drinking water supply at the destination. This is important to tourists since a poor water quality at the destination may lead to negative effects on tourists' health. This may decrease tourist arrivals to the destination since they will not want to travel to a destination that they perceive as putting them at health risks.

Software used to measure and monitor the economic impacts of tourism by providing such information as the type and amount of tourist spending. Examples of this software include IMPLAN, RIMS II (Regional Input-Output Multipliers), REMI (Regional Economic Models Inc.), and the Fiscal Tool.

This refers to the amount of energy consumed in undertaking activities associated with tourism such as transportation to and from and at the destination as well as the provision of facilities and services at the destination.

This refers to strategies adopted in reducing the amount of energy consumed in undertaking tourism activities. Some of these strategies include: reducing energy use and encouraging conservation of resources by reducing consumption of natural resources, lowering carbon emissions and using renewable energy sources. Reducing energy consumption will reduce cost for the tourist business, reduce the pressures placed on utilities and have positive results on the environment.

A planning tool used in projects to determine the approach to sustainability by assessing whether the perceived economic benefits are aligned with the environmental, social and cultural costs.

A combination of computer hardware, software, and professional services that integrates disparate information about environmental issues in order to manage the environmental function within an organisation. EMIS systematically gathers, analyses and reports business information related to environmental management such as waste tracking and emissions monitoring. This allows a company to track, refine, and improve its environmental management practice.

An Internet-based sustainable tourism rating expert system which provides a rating of a destination based on a common definition of sustainable tourism and considers different categories of sustainable tourism. This rating can be done by three groups which includes a person who has visited the site, the destination manager and a sustainable tourism auditor or sustainable tourism expert, based on a specific set of criteria.

This serves as a form of monitoring and compliance for destinations and can aid them in aligning themselves to the principles of sustainable tourism development. This approach can be useful in that the information is available through a variety of mediums, transparency of rating via different raters, accountability of a person who use the system and incorporation of knowledge from experts and field data.

This stage of tourism development at the destination is characterised by a small number of tourist visiting the destination, with these tourist being attracted to the destination because of its unique features. These tourist tend to make their own travel arrangements, use local facilities, interact with the local community and do not contribute much to the economic prosperity of the destination or affect the social life of the local community.

Economic instruments such as financial support or commercial opportunities can be used to influence the behaviour of tourism organisations to align themselves to the principles of sustainable tourism development.

Refers to predicting or calculating in advance. For example, destination managers may want to forecast tourist arrivals or tourist revenues for a particular period. This helps them develop plans, actions and strategies for their destination.

A computer based system that can collect, store, manage, map, analyse, transform, integrate and display large amounts of geographic data.

Satellite-based navigation system that provides positioning, navigation and timing services to users in any weather conditions around the world 24 hours a day.

This is the umbrella term used to describe the use of computers and computer based devices and technologies for gathering, storing, retrieving, processing, analysing, manipulating and transmitting information; and how these different applications work with each other. Some examples of ICT-based tools/applications include: geographical information systems (GIS), geographical positioning systems (GPS), location based services (LBS) and environmental management information systems ( EMIS).

Distributing information to stakeholders and customers in order to ensure that the right people have the right information at the right time. For example, tourists may request information about the destination and they should receive relevant and correct information on this in a timely manner.

The collection of information from various sources and the evaluation of this information for its usefulness, accuracy and its relevance in order to assist in formulating plans, strategies and actions. For example, a DMO may collect data on the tourists that visit the destination in order to build a solid customer base and use this information for marketing and promotion activities.

Managing the quantity and quality of information needed by destination managers to ensure that the best decisions are made for all stakeholders involved in the tourism development process at the destination. Destination managers are faced on a daily basis with vast amounts of information from different sources. ICT can be used to collect, store, manage, analyse and deliver the information to support them in their operational, tactical and strategic decision making.

An ICT-based tool/application that can manage ground transportation at a destination as well as providing useful travel information to the tourists at the destination. Different technologies can be built into an ITS but with specific reference to tourism, ITS can include route guidance systems, traveller information systems, automated vehicle locations, fleet management systems and automated traffic management systems.

In cars, ITS can help a driver navigate and find the best routes and avoid traffic and collisions. In trains and buses, it can be used for managing operations, providing passengers with automatic ticketing and traffic information. On the roads, it can be used in coordinating traffic signals, detecting and managing incidents and displaying information for drivers, passengers and pedestrians.

A world wide computer network which works by using a common set of communication protocols know as internet protocols.

Standards which are used to code the information that supports computer-to-computer communication over the Internet.

This refers to informing the tourist about the importance of a destination, so that he/she has better enjoyment of the destination, with the ultimate aim of creating a positive attitude towards conservation, preservation, history, culture and landscape. Interpretation can be achieved through such methods as education, objects, media, signage, trained guides, maps and first hand experiences.

This stage of tourism development at the destination is characterised by an increase in tourist arrivals where tourists visit the destination more regularly than in the exploration stage. Facilities are beginning to be provided at the destination mainly for tourists and marketing activities promoting of the destination has begun. Pressures are also being placed on local government authority for more and/or better infrastructure and the locals are beginning to become involved in tourism activities and maintain strong interactions with the tourists.

Used by a government authority to aid in sustainable tourism development by ensuring requirements are complied to and enforcing penalties if they are not. For example, the ruling government at the destination can specific laws relating to sustainable tourism development.

Local communities act as the host for the tourists when they visit a destination. They must be contented with tourism development and tourist activities in their community since if the locals are not pleased, they will not encourage tourists to visit the destination.

An ICT- based tool/application that can collect and deliver information to and from a mobile device depending on the automatic location of the user. The aim of a LBS is to provide targeted information to the user based on his/her geographic location. Such information include but is not limited to places to visit, eat and stay as well as emergency and health services.

Marketing is a process that involves identifying customers needs and wants and focusing on the design and delivery of products and services to satisfy these needs and wants. For sustainable tourism, marketing can assist destinations in becoming more sustainable by: destinations market segmenting in order to attract the types of tourists they want, promoting particular forms of tourism, influencing tourist’s behaviour by enlightening them about sustainability, promoting product offerings of small and medium sized enterprises, reducing seasonality by promoting off-season opportunities, promoting alternative destinations hence dispersing the benefits, increasing send per head and per stay and promoting the use of more sustainable forms of transport.

Collaboration between the various stakeholders in the tourism industry. For example, a partnership may be formed between accommodation providers and transport operators to provide an integrated product to the tourist.

Process used to ascertain how the organisation is performing based on its mission, vision, goals and objectives.

Integrated and strategic approach to planning the tourism product. In planning the tourism product issues to be considered include but are not limited to the type of product to offer, where accommodation should be located, how to develop the attractions, the effects on the community, access to and from the destination and obtaining the views of the stakeholders involved.

A rejuvenation of the destination can occur if the destination changes the focus of the tourist product which is currently offered in order to re-create interest in the destination.

Selection of an area for tourism development. For example a site can be selected for the development of a resort, attraction, conference centre or for the staging of an event.

Maintenance of an area after it has been developed for tourism.

Refers to the management of the quantity and quality of garbage and hazardous substances produced, reused, recycled and scattered in public places at the destination.

This stage of tourism development at the destination is characterised by a peak in visitor numbers with carrying capacity levels been reached or exceeded with many social, cultural and economic problems existing at the destination as a result of tourism. The destination has a well established image but it is no longer fashionable with more artificial attractions existing than natural ones. The destinations is very dependent on repeat visitors and conventions with greater efforts being placed on trying to retain visitor numbers.

The consumption of goods and services to satisfy basic needs and improve the quality of life but minimises the use of non-renewable natural resources and by-products of toxic materials, waste, and pollution.

Indicators can be used to measure the existence of a current issue or the severity of this issue, the risk associated with an issue and the potential need for action. They can also signal upcoming situations or problems and identify and measure and monitor the results of these actions.

For sustainable tourism development, indicators can aid destinations in setting their sustainable tourism objectives by acting as a baseline assessment of a condition or issue, track how they are progressing, target setting for policies, assessment of actions and evaluation and reviewing and modification of policies. Indicators are intended to provide information in a straightforward, numerical and easy to understand format.

A positive, comprehensive and integrated approach to tourism development which involves resource management and working together with stakeholders for the long-term viability and quality of the social, economic and environmental resources.

There are many facets to sustainable tourism development with some examples including reducing tourism's negative impacts, minimising tourism leakages, environmental management and protection, infrastructure development and investment, co-operation between public and private sector, host community involvement in tourism development, host community benefiting from tourism, respecting cultures and tourist education.

Usually levied on a tourism business, the tourist or on resources such as an effluent charge or waste to influence demand for the product or to change the behaviour of the tourist or the user of the resource. The funds from the taxes can be used to develop sustainable activities at the destination.

Method of providing information to the tourists to foster a deeper appreciation of the destination the visit, which includes appropriate behaviour, experiences and values. These education programmes are designed to allow the tourists to contemplate the effects of their actions on the environment and to modify their behaviour

Data warehouses that manage business critical information in order to provide quality information on hand to assist in decision making by serving as a decision support system for destination managers.

Refers to whether the tourist expectations were matched with their experiences at the destination. Satisfaction is a subjective concept and is determined by many influencing factors such as safety and security, quality of sites and attractions and hospitality at the destination. This is critical in whether a tourist returns to a destination or encourages others to visit or not visit.

Fluctuations in tourist arrivals throughout the year with most destinations experiencing a high and a low season.

An ICT-based tool/application based on the Internet where anyone can experience the culture, history and other points of tourist interests in a visual and interactive manner without actually visiting the destination. An example of this include on-line guided tours of museums and heritage sites where the visitor can experience the destination without actually visiting the destination.

These techniques are used to monitor visitor flows and control tourists numbers and aim to provide visitor satisfaction whilst protecting the environment. They include but are not limited to queues, reservations, lottery, pricing, timed entry, zoning, permits and setting up of protected areas.

Management of sewage at tourist establishments at destinations. Inappropriate management of wastewater can lead to pollution of beaches, rivers, lakes, ground water, damage to flora and fauna and contribute to the spread of diseases.

Overall use of water in relation to its supply and the water saving measures implemented to conserve water. Water is essential for tourism and in areas where water shortages exist, development can be constrained.

Software used to monitor changes in the weather, climate and ocean. Such software is provided by the Science Application International Corporation (SAIC).