This manual was devised to help overcome the professional isolation often experienced by staff working in Australian VICs. It is specifically designed to facilitate the sharing of ‘best practice’ approaches to information dissemination, customer service, staff training, sign and exhibit design and evaluation. Material is based on research in the areas of visitor studies; interviews with thirteen VIC managers; and surveys conducted with approximately 407 visitors at 18 VICs in Queensland, Victoria, Western Australia and the Northern Territory. It includes photographs, discussion questions and checklists to enable you to evaluate and improve your services and facilities. The manual concludes with four case studies designed to describe examples of ‘best practice’ in more detail.
by Roy Ballantyne, Karen Hughes, Marg Deery and Nigel Bond