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