Dear Pat:

The approach can be termed - "Customer Service" and it is best provided
by your staff through training programs.  Often, Customer Service
Training is not thought of in the museum community or is thought of as
being too expensive - but your museum is exhibiting leadership by
appointing you to this important position.

In writing a couple of Training Manuals for Tour Guides and Security
Staff, I attempted to make them realize that they are two of the most
visible "museum-related" persons with whom visitors interact and from
whom visitors form their oppions of that museum.  How these and other
staff interact with visitors often influences repeat visits and museum
memberships.

And you are right in making certain that all exhibit units are
operating.  Nothing "turns off" a visitor more than an interactive
exhibit unit that he or she can not interact with.  If your museum can
handle routine repairs to exhibit units - fine - but if you can not
consider service contracts with the firms producing those units.

And if you are thinking about performing maintenance on the building and
its systems - consider looking into membership in the International
Association of Museum Facilities Administrators:

http://www.iamfa.org/

they will be holding their annual meeting this Sept. in Washington, D.C.

Kind Regards

Roger Wulff

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