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Delivering the Visitor Experience: How to Create, Manage and Develop an Unforgettable Visitor Experience at Your Museum book cover

1st Edition

Delivering the Visitor Experience How to Create, Manage and Develop an Unforgettable Visitor Experience at Your Museum

By Rachel Mackay Copyright 2023
224 Pages
by Facet Publishing

224 Pages
by Facet Publishing

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... Read more

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

Biography

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. 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.

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