Description
Book SynopsisVisitor experience has been a long neglected aspect of museum practise, receiving less academic attention than areas such as exhibition design or collections care. Despite this, the quality of the visitor experience is the single biggest factor which will influence visitors returning to your museum, or recommending a visit to friends or family.
It is also the area of museum practise that has undergone the biggest change in the last twenty years. The image of the aged security warder shouting at children to not touch the exhibits has long gone. Now, museum visitors expect teams of friendly, knowledgeable and passionate people ready to engage them with the museum in an interactive and enthusiastic way. Expectations have never been higher, and as they grow, museums must develop the visitor experiences they deliver in order to meet them.
The book discusses the process of delivering a visitor experience from beginning to end; from opening a new visitor offer and building a team through to future planning and strategies for development. It draws from theories from practitioners and academics, arguing that by examining issues such as motivation and relevance, museum operators can start to truly put themselves in their visitors’ shoes and build experiences that are impactful and unforgettable.
Table of ContentsSection 1: Creating the Visitor Experience
1: Recruiting Your Visitor Experience Team
2: Delivering a Great Induction
3: Volunteering and the Visitor Experience
4: Visitor Journey Mapping
5: Ticketing, Capacities and Crowd Management
Section 2: Managing the Visitor Experience
6: Operational Procedures
7: Performance Management
8: Emotion and the Visitor Experience
9: Guided Tours
10: Crisis Management
Section 3: Developing the Visitor Experience
11: Advocating for the Visitor Experience
12: Measuring the Visitor Experience
13: Creating a Visitor Experience Strategy
14: Continuing Development and Engagement
15: Innovation and Visitor Experience Teams
16: Change Management
