Cultural communications as service design

In 2001, the Flemish Government launched CultureNet Flanders [CultuurNet Vlaanderen], a service structure that helps cultural organisations in the Flemish-speaking part of Belgium in their communications and marketing, so that they can achieve new and wider audiences, and a better relationship with their existing audiences. One of its initiatives is a Cultural Databank, a tool (to become operational in late 2004) that allows anyone to easily access relevant cultural information. The databank contains all basic information on cultural activities on offer in Flanders and can be accessed through a great many communications channels including the CultuurWijzer web portal, other web sites, media, call centres, kiosks, info desks, mobile phones, digital television, allowing users to obtain relevant information at work, at home, on the street, or in their newspaper.

The process of creating the concept of the project and its core functions involved a thorough analysis of the user groups of the system, providing added value for the user, and therefore added value for the cultural organisations. The analysis also identified important areas for improvement in subsequent updates of the system.

The short paper, which is based on a conference presentation at the COMPA fair of public communications and services to the citizen (Bologna, 18 September 2003), highlights the importance of user analysis in the development of the project.

The document is available in English and Italian and can be downloaded from the author's website at www.vanderbeeken.com.

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Mark Vanderbeeken
Via Santa Liberata 4
10010 Colleretto Giacosa
Italy
Tel. +39 333 194 9545

mark@vanderbeeken.com
www.vanderbeeken.com