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Purpose Heritage building management serves as a potent catalyst for sustainability, yet it poses a distinctive set of challenges. Achieving a harmonious balance between conserving the building's historical and cultural value and ensuring modern functionality and safety remains a primary concern. The present work proposes a socio-technical approach to the development and use of a digital twin (DT) that will integrate social data related to the use of heritage buildings with building and environmental data. Design/methodology/approach The paper presents a logical and systematic joined-up management framework to the targeted heritage buildings, according to a “Whole Building” approach. Our approach is informed by the underpinning assumption that a heritage building and even more a heritage neighborhood is a socio-technical, complex and dynamic system, the change of which depends on the dynamic interconnections of materials, competences, resources, values, space/environment, senses and time. Findings A heritage dynamics approach is adopted to unfold the dynamic nature of heritage and to better inform decisions that can be made in the present and future, achieving people-centered and place-based heritage management. This proposition underlines the heritage transformation as a complex systemic process that consists of nonlinear interconnections of multiple heterogeneous factors (values, senses, attitudes, spaces and resources). Originality/value This paper presents a multi-level framework of DTs that interact hierarchically to comprehensively understand, assimilate and seamlessly integrate intricate contexts, even when faced with conflicting conditions from diverse cultural heritage entities. This paper outlines the importance of the iterative system dynamics (SD) approach, which enables adaptive management and ensures the resilience of cultural heritage over time.
Karatzas et al. (Sat,) studied this question.