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The purpose of this paper is to illuminate how the strategic decisions a visitor attraction (VA) makes in relation to how it handles weddings or corporate functions on site will have a direct affect on what “work process knowledge” (WPK) an employee will need.

The qualitative research design was comparative case studies of the work processes and knowledge within six Scottish VAs, based on a social constructivist framework. Data were gathered using the methods of key informant interviews and shadowing.

“Rich and thick” description illustrates the issues arising from using a VA as a wedding or function venue, highlighting the WPK workers require to convert the site between the two functions.

Although cross‐site commonalities of the six cases validate the findings, a broader survey of a greater number of VAs would be beneficial, as would a review of how WPK has subsequently evolved in VAs, especially in relation to events.

WPK is an attitude, commitment and understanding at an overview level, incorporating a strong element of strategy as well as individual tasks. The event organiser is shown how developing WPK in staff can contribute to success.

To date this is the first study of WPK in relation to VAs and certainly in relation to events. To academics, it represents an original contribution to the theory of WPK and for practitioners enhances management understanding for improving event delivery.

The purpose of this study is to present strategies that hospitality and tourism organisations might adopt as a means of encouraging employee engagement, thus enabling the more effective management of an increasingly multi-generational workforce. This paper evaluates current strategies being adopted that might encourage employee engagement by a selection of hospitality and tourism organisations and develop recommendations for organisations wishing to more effectively engage the multi-generational workforce.

This study adopts a mixed methods approach and presents findings based on a series of semi-structured interviews with management and self-completion questionnaires aimed at employees.

The relationship between the supervisor and the employee remains a key enhancer regarding engagement and employees are increasingly demanding more contemporary methods of communication. Employers should take note of generational characteristics and adopt flexible policies attractive to all employees.

This paper contributes no t only to the debate regarding generational differences in the workplace but it also identifies that the various generations evident in tourism organisations are desirous of similar working conditions and benefits. Organisations should consider the development of a range of packages that focus on linking employees with their purpose, their colleagues and their resources as a means of encouraging employee engagement.

This study contributes to the debate regarding employee engagement and compares and contrasts initiatives that various tourism and hospitality organisations are adopting as a means of encouraging employee engagement. The study also elicits the views of the organisations employees to understand the extent of the effectiveness of such initiatives and makes recommendations regarding the most effective initiatives from both a management and employee perspective.

This paper aims to determine the role of heritage tourism in Shetland Island destination development and how this links to tourism public policy in island communities.

The study is conducted in the Shetland Islands, located off the north coast of Scotland, UK. Descriptive and inductive approaches are utilized to enable the researchers to recognize multiple social structures and draw conclusions from observations and specific information. Primary research focuses on semi‐structured interviews with key informants. Data is analyzed via a mix of content analysis and interpretation of the responses through a connected narrative approach.

Seasonality is a key feature of Shetland Island tourism, alongside other key limitations to growth including transport links and climatic conditions. Potential conflicts exist between tourism stakeholders and their perceptions of the effectiveness of the heritage tourism public policy in Shetland, though overall stakeholder collaboration succeeds in enhancing heritage conservation and development.

While the findings relate specifically to the Shetland Islands, the general conclusions offer an example of best practice concerning tourism public policy for heritage‐focused tourism in island communities, which could be used in comparable destinations.

The choice of the Shetland Islands as an example of a cold water island destination offers the opportunity to extend existing research and examine how the community of Shetland embraces the opportunities afforded by tourism as an alternative to traditional industries.

Events venues are incredibly diverse and yet a coherent typology fails to be apparent in the mainstream literature. Indeed, the focus of research has predominately been on the demand as opposed to the supply side of events venues. The article attempts to ameliorate this gap in knowledge and reviews the literature on current methods of classifying events venues.

To provide a context for the analysis and evaluation of events venues, it is necessary to explore the evolution of events venues classifications. Then, the paper offers a series of different criteria that can be used to explore the concept and scope of events venues.

The main aim of developing a new typology of events venues must be to produce a more effective and efficient classification of this sector. At the same time, the new typology needs to address various criteria that might further differentiate venues in terms of those factors which are outlined in the paper. Indeed, it should be noted that the discussed criteria could act as a foundation for how they can be classified into different types.

The proposed criteria provide a context that will guide academics and practitioners current and/or future classifications of events venues. A number of conclusions and recommendations for developing a new typology of events venues are then discussed.

Philosophical espousal of the sustainability rubric is becoming widespread in the event industry. A business systems‐oriented literature has emerged that helps event organizers plan for and measure success of more environmentally responsible or sustainable events. While top‐down approaches to sustainability are increasingly well established, the practical application of these programs in the unique event planning and management context is less well understood. This paper aims to build understanding of operations‐level opportunities and constraints that may be faced by environmental practitioners in event organizations.

Semi‐structured interviews were conducted with members of the Vancouver 2010 Organizing Committee's (VANOC) Environmental Management Team (EMT), a group of environmental professionals embedded in VANOC's venue infrastructure business unit.

Several organizational strategies are described but intra‐organizational relationships are found to be the medium by which the environmental sustainability concept is actualized at venues.

Although the EMT operated within the standardized event delivery model established by the International Olympic Committee, it is hoped the Vancouver 2010 experience will be useful for other event organizers instituting and delivering environmental programs.

This paper aims to uncover how social media is used, managed, and perceived by sports and entertainment venue (SEV) managers. While there is considerable evidence that social media has been used effectively by Fortune 500 companies, it is not known how social media is administered and perceived among managers of arenas, stadiums, performing art centers, and convention centers.

This paper used survey methodology to capture the perceptions of 383 venue management professionals, all members of the International Association of Venue Managers (IAVM).

Most venue managers feel their social media efforts are proficient or at the expert level and most have a defined social media strategy. Others feel much less confident about their social media efforts and have no defined social media strategy. At a statistically significant level, those with a defined social media strategy report increased revenue, while those without a defined social media strategy do not. Venue managers forecast a significant increase in non‐traditional marketing strategies while using traditional marketing efforts over the next three years far less.

While the 383 responders are IAVM active members who are in venue management, they reasonably represent SEV managers in general and these survey results can be generalized to SEV managers with an overall conservative margin of error of ±5.0 percent at the 95 percent confidence level. The survey was conducted online by e‐mail invitation. While using the online media to deliver a survey related to the proliferation of various online activities was, at one time, questionable and, potentially, a source of responder bias, the current level of saturation of e‐mail use by and comfort with online activity of professionals mitigates these likely sources of responder bias and is not a source of additional concern with this study.

The paper concludes with a discussion of the results and a recommendation that venue managers define a social media strategy that includes hiring or reassigning staff to support this important area of social media marketing.

This paper is unique in that examines social media use in the unique context of SEVs.

The purpose of this paper is to propose a conceptual comparative framework measuring the implementation of corporate social responsibility (CSR) within the UK conference sector.

A self‐administered internet‐based survey was conducted to examine the implementation of ten environmental policy initiatives, expressed by the acronym “GREENER”, using a CSR response scale, expressed by the acronym “VENUE”.

The greatest proportion of UK venues can be classified as “Eager”, with a quarter of respondents being deemed as “Unmotivated” or in “Eternal denial” regarding their implementation of CSR. It was also found that both size of venue space and venue type have significant effects on the level of CSR implementation.

Environmental performance indicators are not the only components of CSR, there are others, including social, economic and ethical. Further research may expand the framework from a uni‐dimensional environmental framework to a multi‐dimensional framework, through the inclusion of some or all of these CSR components.

The GREENER VENUE framework contributes to two important areas hitherto overlooked in the CSR literature: first, it develops a framework with emphasis toward discretionary practices and illustrates the strength of this method through application to the sizeable and rapidly growing UK conference industry. Second, the framework exhibits conceptual and psychometric properties that enable its application to broad and diverse contexts. It is theoretically grounded but at the same time practical, easy to implement, easily understandable and highly relatable to organisational managers, frontline employees and many other key stakeholders of any industry.

The paper aims to provide an overview of how UK conference centres have incorporated Web 2.0 applications, such as Linkedin, Facebook and Twitter, into their marketing communications strategies.

Following an analysis of the impacts of Web 2.0 applications on purchase decision‐making processes in general, the market environment within which conference centres promote themselves was examined. The results of a questionnaire‐based survey of UK conference centres' marketing communications strategies were then analysed.

The paper's findings suggest that while some UK conference centres have comprehensively adopted Web 2.0 applications into their marketing communications programmes, others have yet to harness the potential of these new promotional tools. A few serious barriers to wider adoption remain.

The extent to which the results may be generalised beyond the geographical parameters of this study may be limited, therefore further research is required, to test the findings across a broader range of locations. In addition, the insights provided by this study need to be complemented by research into the use of Web 2.0 applications by those who are responsible for selecting venues.

The paper considers the consequences of venues using Web 2.0 applications in their marketing communications strategies. These include potential loss of control of the venues' marketing messages, resource issues and the need to evaluate the effectiveness of these tools.

This study therefore takes a first step towards achieving an understanding of how venues are using the opportunities and dealing with the challenges created by the availability of Web 2.0 applications as potential and actual elements in their marketing communications programmes.