Heather makes a very good point. I think all too many of us think of the public
as a necessary evil - and some as a completely UN-necessary one!

We've been trying to get our staff to see them as "customers" deserving of our
very best service. In the areas of hosting/visitor services, education and
outreach, we've made some good progress, but I fear that is about as far as
we've been able to see results to date.

Harry Needham
Canadian War Museum