Delivering the Visitor Experience: How to Create, Manage and Develop an Unforgettable Visitor Experience...

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Rachel Mackay

Delivering the Visitor Experience

How to Create, Manage and Develop an Unforgettable Visitor Experience at your Museum

Rachel Mackay

$147

Hardback

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English

Facet Publishing
17 August 2023

Library, archive & information management; Museums & museology

Series: MGES Museum and Gallery Essentials

Visitor 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.

By: Rachel Mackay
Imprint: Facet Publishing
Country of Publication: United Kingdom
Dimensions: Height: 238mm, Width: 159mm, Spine: 15mm
ISBN: 9781783305506
ISBN 10: 1783305509
Series: MGES Museum and Gallery Essentials
Pages: 224
Publication Date: 17 August 2023
Audience: College/higher education , Professional and scholarly , Primary , Undergraduate
Format: Hardback
Publisher's Status: Active

Section 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

Rachel Mackay was born in Dundee, Scotland. After starting out in museum cafés, she moved to London in 2009 and carved out a career developing and delivering the visitor experience in roles at Madame Tussauds, the Natural History Museum, and Kew Palace. Rachel runs a web resource for museum professionals focused on operations and Visitor Experience planning at threcoveryroomblog.com, for which she was shortlisted for a Museums and Heritage Award in 2021. She was also named one of the world's top 50 museum influencers in 2020 by Blooloop. Today, Rachel is the Head of Hampton Court Palace for Historic Royal Palaces, where she oversees operational and experience delivery for visitors to Henry VIII's iconic pleasure palace.