ISO INTERNATIONAL STANDARD 14785 First edition 2014-04-01 Tourist information offices Tourist information and reception services Requirements Offices de tourisme - Services d'accueil et d'informations aux touristes-Exigences Reference number IS0 14785:2014(E) LSO @ IS0 2014 HS under ted without license from IHS Not for Resale IS0 14785:2014(E) COPYRIGHTPROTECTEDDOCUMENT @ IS0 2014 All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address below or ISO's member body in the country of the requester. ISO copyright office Case postale 56:CH-1211 Geneva 20 Tel. + 41 22 749 01 11 Fax + 41 22 749 09 47 E-mail copyright@iso.org Web www.iso.org Published in Switzerland @ IS0 2014 - All rights reserved No reproductic networking permited without license from IHS Not for Resale IS0 14785:2014(E) Contents Page Foreword ..iv Introduction. ..V 1 Scope. ..1 2 Terms and definitions 3 Service provision. ..1 3.1 Reception of visitors. .1 3.2 Provision of information 3.3 Commercial activities 4 3.4 Statistics and analysis .5 3.5 Communication and promotion .5 4 Resources .5 4.1 Human resources .5 4.2 Infrastructure, facilities and equipment ..6 4.3 Communications technologies ..6 Annex A (informative) Consumers'rights. ..7 AnnexB(informative)Environmentalawareness Annex C (informative) The Responsible Tourist and Traveller Annex D (informative) Accessibility ..10 Bibliography .11 iii ense with ISt thout license from IHS Not for Resale