Delivering the Visitor Experience [electronic resource] : How to Create, Manage and Develop an Unforgettable Visitor Experience at your Museum.

By: Mackay, Rachel.

Material type: materialTypeLabel

BookSeries: MGES Museum and Gallery Essentials: Publisher: London : Facet Publishing, 2023Description: 1 online resource (208 p.).ISBN: 1783305517; 9781783305513.Subject(s): Communication in museums

| Museum exhibits -- Social aspects | Museum visitors

Additional physical formats: Print version:: Delivering the Visitor ExperienceDDC classification: 069.1 Online resources: EBSCOhost

Contents:

Endorsements -- Title page -- Contents -- Figures, Tables and Case Studies -- About the Author -- Acknowledgements -- Introduction -- PART 1 Creating the Visitor Experience -- CHAPTER 1 Recruiting Your Visitor Experience Team -- Types of hiring -- What to look for -- How to recruit fairly and inclusively -- Examples of inclusive hiring schemes in museums -- The salary -- The selection process -- After the selection -- CHAPTER 2 Delivering a Great Induction -- What do you need your new team to know? -- Think carefully about the order and delivery

Consider different learning styles and mix it up! -- Include some on-the-job activity -- Project the values you want your team to reflect -- Inspire as well as instruct (but be realistic) -- Evaluate and review -- CHAPTER 3 Volunteering and the Visitor Experience -- How to use volunteers -- A volunteer strategy -- Volunteer recruitment -- Managing and developing volunteers -- Retention, recognition and development -- CHAPTER 4 Visitor Journey Mapping -- Why create a visitor journey map? -- How do we map an experience? -- Building visitor profiles -- It's not just about the exhibits

Taking action -- CHAPTER 5 Ticketing, Capacities and Crowd Management -- Capacity management -- Managing crowds -- Pre-booking -- Choosing the right ticketing system -- Generating income -- PART 2 Managing the Visitor Experience -- CHAPTER 6 Operational Procedures -- The Duty Manager -- Culture and context -- Operational incidents -- Standard operating procedures (SOPS) -- Training and engagement -- CHAPTER 7 Performance Management -- Performance managing diverse teams -- Motivation -- Frameworks and processes -- Performance management skills -- CHAPTER 8 Emotion and the Visitor Experience

The impact on Visitor Experience staff -- Supporting Visitor Experience staff -- Our story -- Our visitors -- Ourselves -- CHAPTER 9 Guided Tours -- Pros and cons of guided tours -- A step-by-step guide to planning a guided tour -- The role of the tour guide -- Tour guide training and development -- CHAPTER 10 Crisis Management -- Crisis management in museums: a history -- Crisis management plans -- Leadership and communication in a crisis -- PART 3 Developing the Visitor Experience -- CHAPTER 11 Advocating for the Visitor Experience -- Barriers to effective advocacy

Positive lessons in advocacy -- Learning lessons -- Back-to-the-floor schemes -- Legwork, evidence, co-ordinate -- CHAPTER 12 Measuring the Visitor Experience -- Museum evaluation -- What are we measuring? -- Methods of evaluation -- Analysis -- Choosing the right mix of methods -- Taking action -- CHAPTER 13 Creating a Visitor Experience Strategy -- What is a Visitor Experience Strategy? -- Research and development -- One big idea -- Getting buy-in -- SMART goals -- CHAPTER 14 Continuing Development and Engagement -- Employee engagement -- Creating a training plan -- Visitor engagement training

Summary: Delivering the Visitor Experience is a practical guide to creating and managing the visitor experience in your museum. Whether you are running an established visitor attraction or creating a new experience from scratch, this book combines expert advice, transferable models and diverse case studies from across the sector to inspire and develop your practise.