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

ISBN-13: 9781783305490 / Angielski / Miękka / 2023

Rachel Mackay

Opis

The book discusses the process of delivering a visitor from beginning to end; from opening a new visitor offer and building a team through to future planning and strategies for development.

Spis treści

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

O autorze

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.