Workshop participants |
At the outset a big thanks to PAHSMA
staff particularly the presenters and Melissa Smith (MGA Tas Committee
Member and Arts Tasmania Roving Curator) who put it all together. To quote
Melissa, 'The site was looking absolutely stunning, despite the shipping
container entrance experience which couldn’t be avoided when a major new
visitor’s centre is being built!!" PAHS is pumping with 350 000 visitors
per year to cater for. Visitors arrive by car, bus and cruise ships and the
existing facilities were no longer the right fit for the 21st century visitor. The
planned opening date is the 18 December 2018 and the centre will have new
dining, shop and orientation/interpretation facilities. For more information about the upgrade check this out (http://portarthur.org.au/heritage/vc-upgrade/). In light of
competing demands it was especially generous of the staff to share their
considerable skills and experiences. The growth in numbers is testimony to PAHSMA's
successful approach largely predicated on superior customer service before,
during and after each visit. This customer service extends to product
development and various cross promotions at play in and around the site.
Presenters
Jodie Steele/Gemma Davie – Heritage ProgramsJake Bradshaw– Guiding
Maria Stacey – Visitor Services Manager
Ann McVilly – Tourism Operations
Ann and Maria
Ann (left) and Maria (right) |
At the end of the day each visitor
package is to honour the World Heritage listed site and the dark stories it
tells. Staff are continually balancing the tension between maintaining the
integrity of the site and catering to the growing numbers of visitors. The Site
is remote and therefore cannot rely on a stable internet connection which makes
Wifi enabled interpretation both problematic and an advantage as 'old school'
analogue techniques must be relied upon. High value is placed on the
archaeological and historic research and staff want visitors to tap into this
expertise and care. Two key tips arose:
* A
living person available to answer visitor questions is better than signage but if you can't have a person make the signage tell a personal story
*Visitors are reassured by staff that they are in the right place even if they are lost--its just a
matter of re orientation and continuing on
Jake
Jake has a teaching background
and so is well placed to both train guides but also be sensitive to the
learning needs and interests of visitors. So dedicated he came to speak with us
on his day off! Things I remember from his talk:
· *The
aim for each guide is for them to find their passion with the place and in turn
help the visitor find their own connections with the Site.
* * Recruit well from the beginning. Guides tend to be born and not made. In other words content can be learnt but not the interpersonal empathy required to make the connection between guide, visitor and site. In-depth specialised content is of no real benefit unless it can be successfully conveyed to the visitor.
* *Jake starts new guides off with a basic script. Once guides (and their manager) are confident they are encouraged to personalise their tours. Staff believe that telling the story of the site through the experience of an individual is very powerful. Visitors are then better able to make their own personal connections.
* *Guides are subject to ongoing review. It is essential that feedback be developmental rather than purely critical.
* *Guides become experienced at deflecting questions from an individual in the group that is dominating discussion by explaining that they have a way to go and it is best if they can speak after the tour. The size of the group will dictate the style of presentation with smaller groups lending themselves to conversations and larger groups turning the guide into an engaging lecturer.
* * Recruit well from the beginning. Guides tend to be born and not made. In other words content can be learnt but not the interpersonal empathy required to make the connection between guide, visitor and site. In-depth specialised content is of no real benefit unless it can be successfully conveyed to the visitor.
* *Jake starts new guides off with a basic script. Once guides (and their manager) are confident they are encouraged to personalise their tours. Staff believe that telling the story of the site through the experience of an individual is very powerful. Visitors are then better able to make their own personal connections.
* *Guides are subject to ongoing review. It is essential that feedback be developmental rather than purely critical.
* *Guides become experienced at deflecting questions from an individual in the group that is dominating discussion by explaining that they have a way to go and it is best if they can speak after the tour. The size of the group will dictate the style of presentation with smaller groups lending themselves to conversations and larger groups turning the guide into an engaging lecturer.
Jodie and Gemma
Gemma |
Jodie |
Conclusion
Helen Whitty (committee member & workshop participant)
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