This section focuses on meeting expectations of visitors and other museum users.
4.1 Regular access
Objective: The public can expect regular access to the exhibitions and other public services at convenient times and for reasonable periods appropriate to the nature and location of the museum.
4.2 Physical access
Objective: All members of the public can readily locate and access the museum, its entrance, galleries and facilities with ease.
4.3 Visitor facilities
Objective: A visit to the museum is a high quality experience which allows visitors and users to focus on their enjoyment of the collections and taonga, exhibits and events.
4.4 Management of visitor facilities
Objective: The museum ensures that its facilities are always fully operational and contribute to the pleasure of its visitors and users.
4.5 Market research
Objective: All exhibitions, programmes and other services reach the widest possible audience.
4.6 Visitor numbers
Objective: Accurate visiting and user patterns are tracked to assist with planning and to demonstrate the level of public interest and use.
4.7 Marketing
Objective: The marketing budget and resources are used to maximum effect, in accordance with an agreed annual plan to encourage regular visitors and attract new audiences.
- He Rauemi Resource Guide - National Services Te Paerangi
- Sharon Dickman, The Marketing Mix: Promoting Museums, Galleries & Exhibitions, Melbourne, Victoria: Museums Australia Inc., 1995.
- Marketing to the Disability Community Checklist
- Strategies and planning for how to maximise your online presence: determining your audience, online and web checklist for your organisation and tips for assessing your current online and web presence
- Text and image: the basic building blocks for creating good web content
- Blogs, wikis and podcasts explained: Engaging your audience in Social Media
- 'Speak geek to me: social media in a nutshell' online presentation by Tee Morris
4.8 Collaborative marketing
Objective: The museum can strengthen and consolidate its promotional efforts.
- Sharon Dickman, The Marketing Mix: Promoting Museums, Galleries & Exhibitions, Melbourne, Victoria: Museums Australia Inc., 1995.
4.9 Advertising and publicity
Objective: Visitors know when the museum is open, gain some sense of what they will experience and are confident that the information provided is current.
4.10 Customer feedback
Objective: The museum can respond to favourable and unfavourable comments by taking action to recognise staff success and to improve the quality of its exhibitions, facilities, user services and other aspects of the museum’s operations.
4.11 Customer complaints
Objective: Problems are recorded and addressed with action taken where necessary to avoid disappointing other visitors and users.
4.12 Customer satisfaction
Objective: All museum users receive a warm welcome and a consistent level of service, regardless of the extent or nature of their contact with the museum.