The document discusses the concept of Tourism 2.0 and the impact of social media and web 2.0 applications on the travel and tourism industry. It outlines key applications like social networking sites, blogs, wikis, podcasts, and mobiles that empower customers. It also describes characteristics of Tourism 2.0 like openness, sharing, interactivity and global reach. Finally, it discusses how Tourism 2.0 can impact customer experience, business intelligence, reputation management and product development.