  {"id":20490,"date":"2016-11-18T17:58:23","date_gmt":"2016-11-18T22:58:23","guid":{"rendered":"https:\/\/digital.hbs.edu\/platform-rctom\/submission\/bringing-tech-to-the-zoo-the-digital-transformation-of-zoo-atlanta\/"},"modified":"2016-11-18T18:03:51","modified_gmt":"2016-11-18T23:03:51","slug":"bringing-tech-to-the-zoo-the-digital-transformation-of-zoo-atlanta","status":"publish","type":"hck-submission","link":"https:\/\/d3.harvard.edu\/platform-rctom\/submission\/bringing-tech-to-the-zoo-the-digital-transformation-of-zoo-atlanta\/","title":{"rendered":"Bringing Tech to the Zoo: The Digital Transformation of Zoo Atlanta"},"content":{"rendered":"<p>Want to learn about animal-computer interaction (ACI) in modern-day zoos?\u00a0 Ask Madu, a pivotal member of the Apps for Apes team at Zoo Atlanta<a href=\"#_ftn1\" name=\"_ftnref1\">[1]<\/a>.\u00a0 Using games on a touchscreen computer designed for orangutans, her team tries to enrich the visitor experience and prompt visitors\u2019 empathy by showing how orangutans are \u201cjust like us.\u201d<a href=\"#_ftn2\" name=\"_ftnref2\">[2]<\/a><sup>,<a href=\"#_ftn3\" name=\"_ftnref3\">[3]<\/a><\/sup>\u00a0 In doing so, Apps for Apes aims to bring attention (and funding) to the plight of endangered wild orangutans, a population that has declined by ~70% over the last century primarily due to illegal destruction of their habitats. <a href=\"#_ftn4\" name=\"_ftnref4\">[4]<\/a>,<a href=\"#_ftn5\" name=\"_ftnref5\">[5]<\/a><\/p>\n<p>Technological innovation is valued by visitors to the orangutan exhibit, who gave an average score of 5.7 (on a scale of 1-7, where 1 was \u201cstrongly disagree\u201d and 7 was \u201cstrongly agree\u201d) to the statement \u201cTechnology\u2026enhances the zoo experience.\u201d<a href=\"#_ftn6\" name=\"_ftnref6\">[6]<\/a>\u00a0 Madu\u2019s Apps for Apes program also provides enrichment for the orangutans, which can otherwise become depressed and lethargic in captivity.<a href=\"#_ftn7\" name=\"_ftnref7\">[7]<\/a><\/p>\n<p>Did I mention that Madu is a critically endangered Sumatran orangutan?<\/p>\n<p style=\"text-align: center\"><iframe loading=\"lazy\" title=\"Orangutans use computers at US zoo\" width=\"640\" height=\"360\" src=\"https:\/\/www.youtube.com\/embed\/wFUIvQXk1OQ?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<p><a href=\"#_ftn8\" name=\"_ftnref8\">[8]<\/a><\/p>\n<p>Some may wonder whether ACI in zoos is \u201cunnatural\u201d.\u00a0 While zoo exhibits have become increasingly naturalistic over time, recent research suggests that integration of \u201cartificial\u201d stimuli that evoke natural behaviors (such as apes cultivating their cognitive capabilities) can benefit animal welfare without disrupting the human-animal connection.<a href=\"#_ftn9\" name=\"_ftnref9\">[9]<\/a><sup>,<a href=\"#_ftn10\" name=\"_ftnref10\">[10]<\/a>,<a href=\"#_ftn11\" name=\"_ftnref11\">[11]<\/a><\/sup><\/p>\n<p><strong><em>Why does this matter?<\/em><\/strong><\/p>\n<p>The zoo\u2019s mission statement states, \u201cWe strive to inspire\u2026all visitors to the Zoo to value wildlife on Earth and to help safeguard existing species through conservation.\u201d<a href=\"#_ftn12\" name=\"_ftnref12\">[12]<\/a>\u00a0 <u>By creating a tech-enabled exhibit that engages the public while also improving the quality of life and conservation opportunities for its animals, Zoo Atlanta is enhancing its service offering to both parties.<\/u><\/p>\n<p>Technology has also been used to fulfill Zoo Atlanta\u2019s customer promise in other ways, such as:<\/p>\n<ol>\n<li><em>In-exhibit video content<\/em>: Educational videos are available inside exhibits, which increases guest awareness of wildlife conservation issues.<a href=\"#_ftn13\" name=\"_ftnref13\">[13]<\/a> At the orangutan exhibit, knowledge retention regarding conservation by &gt;35% after watching a video compared to a no-video control case.<a href=\"#_ftn14\" name=\"_ftnref14\">[14]<\/a><\/li>\n<li><em>YouTube &amp; PandaCam<\/em>: Via its public online media (165 YouTube videos with &gt;9,000,000 views<a href=\"#_ftn15\" name=\"_ftnref15\">[15]<\/a> and a 24\/7 PandaCam<a href=\"#_ftn16\" name=\"_ftnref16\">[16]<\/a>), Zoo Atlanta provides loyal customers as well as individuals who cannot physically access the zoo with information on animal welfare and development. The zoo tracks social media engagement as a KPI given the opportunity to increase wildlife awareness both within and beyond the Atlanta community.<a href=\"#_ftn17\" name=\"_ftnref17\">[17]<\/a><\/li>\n<\/ol>\n<p style=\"text-align: center\"><iframe loading=\"lazy\" title=\"Panda Cubs 2016: A 30 Day Retrospective\" width=\"640\" height=\"360\" src=\"https:\/\/www.youtube.com\/embed\/AOHCcKok86E?list=PLt1LWXndyyt43cBHt9pDHT4_xtNx0-iTc\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<p><strong><em>What else could be done?<\/em><\/strong><\/p>\n<p>While the technological business model choices help improve awareness, <u>Zoo Atlanta is failing to take advantage of several operational model improvements offered by technological innovation:<\/u><\/p>\n<ol>\n<li><em>Maximizing donations with technology:<\/em> Contributions have varied from $4M to $12M per year in recent years.<a href=\"#_ftn18\" name=\"_ftnref18\">[18]<\/a> Despite this variability, Zoo Atlanta does not appear to be using its technological assets to maximize potential donations. \u00a0Zoo Atlanta\u2019s YouTube videos provide no direct weblinks to donation options.\u00a0 This is a missed operational opportunity, as videos can be highly effective tools for motivating donations, with 57% of people choosing to donate to nonprofits due in part to video content.<a href=\"#_ftn19\" name=\"_ftnref19\">[19]<\/a> Similarly, it is unclear whether their PandaCam is used to entice sponsorship funds, unlike the National Zoo PandaCam which proudly announces sponsorship by Ford.<a href=\"#_ftn20\" name=\"_ftnref20\">[20]<\/a> \u00a0The zoo should explore leveraging its video content to spark donations.<\/li>\n<\/ol>\n<ol start=\"2\">\n<li><em>Improving on-site operations: <\/em>Zoo Atlanta\u2019s Yelp page indicates complaints about concession wait times<a href=\"#_ftn21\" name=\"_ftnref21\">[21]<\/a>. Such operational issues could be improved via development of an app that allows food pre-ordering (currently the zoo has no app). \u00a0This is already planned for a new zoo in Sydney<a href=\"#_ftn22\" name=\"_ftnref22\">[22]<\/a> and would offer opportunities for revenue enhancement, as long lines discourage today\u2019s visitors to Zoo Atlanta from ordering food.\u00a0 A zoo app could also improve current parking problems at the facility by offering mobile payment for dynamically priced parking spaces (currently offered for free).<\/li>\n<\/ol>\n<ol start=\"3\">\n<li><em>Customer targeting improvement: <\/em>The Zoo Atlanta website seems dated. While it currently places cookies on visitors\u2019 computers, I did not experience any retargeting after leaving the website.<a href=\"#_ftn23\" name=\"_ftnref23\">[23]<\/a> The Zoo appears to be missing opportunities to convert one-time website visitors into guests.<\/li>\n<\/ol>\n<p>Zoo Atlanta is well on its way to achieving a technologically-enhanced zoo experience.\u00a0 But if it wants to maximize its ability to support wildlife preservation for years to come, it needs to upgrade its use of technology in operational capacities. (799 words)<\/p>\n<p><a href=\"#_ftnref1\" name=\"_ftn1\">[1]<\/a> (Zoo Atlanta, 2014)<\/p>\n<p><a href=\"#_ftnref2\" name=\"_ftn2\">[2]<\/a> (News, 2015)<\/p>\n<p><a href=\"#_ftnref3\" name=\"_ftn3\">[3]<\/a> (Webber, Carter, Smith, &amp; Vetere, 2016)<\/p>\n<p><a href=\"#_ftnref4\" name=\"_ftn4\">[4]<\/a> (World Wildlife Fund, 2016)<\/p>\n<p><a href=\"#_ftnref5\" name=\"_ftn5\">[5]<\/a> (Platt, 2012)<\/p>\n<p><a href=\"#_ftnref6\" name=\"_ftn6\">[6]<\/a> (Perdue, Clay, Gaalema, &amp; Terry L. Maple, 2011)<\/p>\n<p><a href=\"#_ftnref7\" name=\"_ftn7\">[7]<\/a> (Platt, 2012)<\/p>\n<p><a href=\"#_ftnref8\" name=\"_ftn8\">[8]<\/a> (News, 2015)<\/p>\n<p><a href=\"#_ftnref9\" name=\"_ftn9\">[9]<\/a> (Carter, Webber, &amp; Sherwen, 2015)<\/p>\n<p><a href=\"#_ftnref10\" name=\"_ftn10\">[10]<\/a> (Webber, Carter, Smith, &amp; Vetere, 2016)<\/p>\n<p><a href=\"#_ftnref11\" name=\"_ftn11\">[11]<\/a> (Kutska, 2008)<\/p>\n<p><a href=\"#_ftnref12\" name=\"_ftn12\">[12]<\/a> (Zoo Atlanta, 2014)<\/p>\n<p><a href=\"#_ftnref13\" name=\"_ftn13\">[13]<\/a> (Wells, 2015)<\/p>\n<p><a href=\"#_ftnref14\" name=\"_ftn14\">[14]<\/a> (Stoinski, Perdue, &amp; Maple, 2012)<\/p>\n<p><a href=\"#_ftnref15\" name=\"_ftn15\">[15]<\/a> (Zoo Atlanta, n.d.)<\/p>\n<p><a href=\"#_ftnref16\" name=\"_ftn16\">[16]<\/a> (Zoo Atlanta, 2014)<\/p>\n<p><a href=\"#_ftnref17\" name=\"_ftn17\">[17]<\/a> (Zoo Atlanta, 2014)<\/p>\n<p><a href=\"#_ftnref18\" name=\"_ftn18\">[18]<\/a> (Zoo Atlanta, 2016)<\/p>\n<p><a href=\"#_ftnref19\" name=\"_ftn19\">[19]<\/a> (Google; Millward Brown Digital, 2013)<\/p>\n<p><a href=\"#_ftnref20\" name=\"_ftn20\">[20]<\/a> (Smithsonian National Zoo, n.d.)<\/p>\n<p><a href=\"#_ftnref21\" name=\"_ftn21\">[21]<\/a> (Various, 2016)<\/p>\n<p><a href=\"#_ftnref22\" name=\"_ftn22\">[22]<\/a> (Johnston, 2016)<\/p>\n<p><a href=\"#_ftnref23\" name=\"_ftn23\">[23]<\/a> Retargeting occurs when an ad is shown for a website that an individual previously visited. \u00a0Source: personal experience.<\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"text-decoration: underline\">Bibliography<\/span><\/p>\n<p>Carter, M., Webber, S., &amp; Sherwen, S. (2015). Naturalism and ACI: Augmenting Zoo Enclosures with Digital Technology. <em>ACE &#8217;15 Proceedings of the 12th International Conference on Advances in Computer Entertainment Technology .<\/em> Iskandar, Malaysia: Association for Computing Machinery.<\/p>\n<p>Google; Millward Brown Digital. (2013, September). <em>Mission 501(c)(3): Driving Donations, Digitaly.<\/em> Retrieved from Google | Think Insights: https:\/\/ssl.gstatic.com\/think\/docs\/digital-non-profits-study_research-studies.pdf<\/p>\n<p>Johnston, R. (2016, April 7). <em>Sydney&#8217;s Future Zoo Wants to Use Augmented Reality, Robots, and Drones<\/em>. Retrieved from Gizmodo: http:\/\/www.gizmodo.com.au\/2016\/04\/sydneys-future-zoo-wants-to-use-augmented-reality-robots-and-drones\/<\/p>\n<p>Kutska, D. (2008). Variation in visitor perceptions of a polar bear enclosure based on the presence of natural vs. un-natural enrichment items. <em>Zoo Biology<\/em>, 292-306.<\/p>\n<p>News, A. T. (Director). (2015). <em>Orangutans use computers at US zoo<\/em> [Motion Picture]. Retrieved from https:\/\/www.youtube.com\/watch?v=wFUIvQXk1OQ<\/p>\n<p>Perdue, B. M., Clay, A. W., Gaalema, D. E., &amp; Terry L. Maple, a. T. (2011). Technology at the Zoo: The Influence of a Touchscreen Computer on Orangutans and Zoo Visitors. <em>Zoo Biology<\/em>.<\/p>\n<p>Platt, J. R. (2012, January 10). <em>Apps for Apes: Engaging Orangutans with iPads<\/em>. Retrieved from Scientific American: https:\/\/blogs.scientificamerican.com\/extinction-countdown\/apps-for-apes-engaging-orangutans-with-ipads\/<\/p>\n<p>Smithsonian National Zoo. (n.d.). <em>Giant Panda Cam<\/em>. Retrieved from Smithsonian National Zoo: https:\/\/nationalzoo.si.edu\/webcams\/panda-cam<\/p>\n<p>Stoinski, T. S., Perdue, B. M., &amp; Maple, T. L. (2012). Using Technology to Educate Zoo Visitors About Conservation. <em>Visitor Studies<\/em>, 16-27.<\/p>\n<p>Various. (2016). <em>Zoo Atlanta<\/em>. Retrieved from Yelp: https:\/\/www.yelp.com\/biz\/zoo-atlanta-atlanta<\/p>\n<p>Webber, S., Carter, M., Smith, W., &amp; Vetere, F. (2016). Interactive technology and human-animal encounters at the zoo. <em>International Journal of Human-Computer Studies<\/em>. Retrieved from http:\/\/dx.doi.org\/10.1016\/j.ijhcs.2016.05.003<\/p>\n<p>Wells, M. (2015, April 1). <em>Preview: Zoo Atlanta&#8217;s new Scaly Slimy Spectacular reptile exhibit goes high-tech<\/em>. Retrieved from Atlanta Magazine: http:\/\/www.atlantamagazine.com\/news-culture-articles\/preview-zoo-atlantas-new-scaly-slimy-spectacular-reptile-exhibit-goes-high-tech\/<\/p>\n<p>World Wildlife Fund. (2016). <em>Species: Orangutan<\/em>. Retrieved from World Wildlife Fund: http:\/\/www.worldwildlife.org\/species\/orangutan<\/p>\n<p>Zoo Atlanta. (2014). <em>Meet the Orangutans<\/em>. Retrieved from Zoo Atlanta: http:\/\/www.zooatlanta.org\/home\/animals\/mammals\/orangutan\/meet_the_orangutans<\/p>\n<p>Zoo Atlanta. (2014). <em>Vision, Mission, Values<\/em>. Retrieved from Zoo Atlanta: http:\/\/www.zooatlanta.org\/home\/vision_mission_values<\/p>\n<p>Zoo Atlanta. (2014). <em>Zoo Atlanta 2013 Annual Report.<\/em> Retrieved from Zoo Atlanta: http:\/\/www.zooatlanta.org\/media\/file\/ZooAtlanta_2013_annual_report_reduced.pdf<\/p>\n<p>Zoo Atlanta. (2014). <em>Zoo Atlanta Panda Cam<\/em>. Retrieved from Zoo Atlanta: http:\/\/www.zooatlanta.org\/1212\/panda_cam<\/p>\n<p>Zoo Atlanta. (2016). <em>Zoo Atlanta Annual Plans and Reports<\/em>. Retrieved from Zoo Atlanta: http:\/\/www.zooatlanta.org\/home\/annual_report<\/p>\n<p>Zoo Atlanta. (n.d.). <em>Zoo Atlanta<\/em>. Retrieved from YouTube: https:\/\/www.youtube.com\/user\/ZooAtlanta1889\/featured<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Panda cams, reptile interactive displays, and orangutan iPads &#8212; oh my!  While Zoo Atlanta is certainly using technology to improve its value proposition for its human and animal \u201ccustomers\u201d, is the zoo taking full advantage of operational digital transformations?<\/p>\n","protected":false},"author":2098,"featured_media":20536,"comment_status":"open","ping_status":"closed","template":"","categories":[2841,2840],"class_list":["post-20490","hck-submission","type-hck-submission","status-publish","has-post-thumbnail","hentry","category-atlanta","category-zoo"],"connected_submission_link":"https:\/\/d3.harvard.edu\/platform-rctom\/assignment\/digitization-challenge-2016\/","yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Bringing Tech to the Zoo: The Digital Transformation of Zoo Atlanta - Technology and Operations Management<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/d3.harvard.edu\/platform-rctom\/submission\/bringing-tech-to-the-zoo-the-digital-transformation-of-zoo-atlanta\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Bringing Tech to the Zoo: The Digital Transformation of Zoo Atlanta - Technology and Operations Management\" \/>\n<meta property=\"og:description\" content=\"Panda cams, reptile interactive displays, and orangutan iPads -- oh my! 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