Pat-
    You may want to contact the Museum of Science in Boston.  They have an
excellent visitor & co-worker relations program there called the Science of
Service.  They host two day workshops for all staff members, and spend much
of the time focused on how your Museum looks to visitors, how to greet
visitors, and how to handle visitor & co-worker conflicts.
    They've recently begun hosting these workshops for other museum
professionals, so that you can take their materials and ideas and bring them
back to your institution to train your own staff.  I know that their next
Workshop of this type is being held in September, and having been a
participant last year, I can tell you what an enormous impact it's had here
at the Hall.
    Contact Janice Richmond at BMOS for Program information, and I'd also be
happy to help if you have any questions- 718.699.0005 extension 385.
                                                                 Best of
Luck!
                                                            Michelle
Levengood
                                                          Admissions
Supervisor
                                                         New York Hall of
Science
-----Original Message-----
From: Pat Whalen <[log in to unmask]>
To: [log in to unmask] <[log in to unmask]>
Date: Monday, June 18, 2001 11:24 AM
Subject: Museum Maintenance


Hello All:

     I've recently been given responsibility for organizing a maintenance
and upkeep program. I've been directed to make it as comprehensive as
possible. The idea is to make sure that all of the services that we deliver
to the public are kept clean and operational, and to insure that visitors
have an experience that they will be happy with. I'm charged not only with
making sure that our exhibits, including computer interactives, are kept in
good condition, but with maintaining a high level of customer service by our
cafe', Gift Shop, security, and floor staffs. It would be helpful to me in
organizing this program to hear from other institutions about how they go
about maintaining their exhibits and insuring a high level of customer
service on the part of their staffs who interact with or provide services to
the public. Is there anyone else who has a program as comprehensive as the
one I've described? What is your approach to dealing with such matters?

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