Hello--
        The problem with "secret shoppers" is that they are frequently
tempted to exaggerate their experiences. I don't see why a supervisor
cannot simply pay better attention to what happens in the shop or in other
parts of the museum in order to judge how the workers are working. Why are
strangers to be trusted with providing information that could affect
someone's job?

        Adrienne DeAngelis
        Resources in Art History for Graduate Students
        (http://www.efn.org/~acd/resources.html)
        [log in to unmask]


On Tue, 10 Dec 2002, Max van Balgooy wrote:

> Hey, John!
>
> Naper Settlement, an outdoor museum near Chicago, uses this technique
> frequently.  Contact Donna Sack, Associate Director of Visitor Services and
> Education Manager, at (630) 420-6010 for more information.
>
> Max A. van Balgooy
> Director of Interpretation and Education
> National Trust for Historic Preservation
>
>
>
> -----Original Message-----
> From: John Rudder [mailto:[log in to unmask]]
> Sent: Tuesday, December 10, 2002 1:54 PM
> To: [log in to unmask]
> Subject: "secret shoppers" to evaluate tours
>
> I am interested in learning about museums' successful experience (if any)
> with this method of evaluating front-line interpretation.
>
> As you may know, it's borrowed from retail world.  In short, the interpreter
> (or salesperson) does not know he / she being evaluated.
>
> Also interested in hearing about anyone that has tried this, but decided
> against it due to problems.
>
> Thanks.
>
> John
>
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