Showing posts with label museum operations. Show all posts
Showing posts with label museum operations. Show all posts

Thursday, January 22, 2026

New Year, New Exhibits Approaches


You know that exhibit in your museum? The one with the hand crank that stopped working last July? Or the touchscreen that's been displaying "Loading..." since Thanksgiving? Maybe it's the fabric panel that's faded to the point where visitors squint at it like they're deciphering ancient hieroglyphics.

We've all been there. January brings that fresh-start energy, and while you might be Marie Kondo-ing your sock drawer at home, it's also the perfect time to take an honest look at your exhibit floor.

The question isn't whether your exhibits need attention—they do. The real question is: what kind of attention do they need?


The Keep, Fix, or Farewell Framework

Think of this as triage for your museum floor. Not every exhibit problem requires the same solution, and treating them all the same way is how you end up either throwing away perfectly good exhibits or carrying dead weight.

Keep & Maintain: These are your workhorses. Visitors love them, they're holding up well, and they just need regular care. Oil the gears, replace the worn rope, refresh that label copy. This is routine maintenance, not crisis management.

Fix & Refresh: These exhibits still have good bones, but they need real intervention. Maybe the concept is solid, but the execution has worn thin. Maybe visitor behavior has changed since you installed it. These need intentional work, but they're worth saving.

Farewell & Replace: This is the "tough love" category. Some exhibits have simply run their course. The technology is obsolete, the maintenance burden is crushing your staff, or visitors just walk past it without a second glance.


Ask the Hard Questions

Before you decide which category each exhibit falls into, gather some real data:

Is it still being used as intended?  Stand and watch for twenty minutes. Are visitors actually engaging with it, or just triggering it accidentally while reaching for the hand sanitizer dispenser?

What's the maintenance burden? Track how many staff hours per month go into keeping this thing functional. If your educator is spending five hours weekly unjamming the marble run, that's not an exhibit—that's a part-time job.

Does it still serve your visitors?  Museums change, neighborhoods change, audiences change. An exhibit that worked brilliantly in 2015 might feel irrelevant now, and that's okay.

What would repair actually cost? Not just parts and materials—include staff time, opportunity cost, and the very real possibility that you'll be having this same conversation again in six months.


Low-Cost Refresh Strategies (My Favorite Part)

Here's where scrappy museum thinking really shines. You don't always need a capital campaign to breathe new life into an exhibit.

Surface Solutions: Sometimes it's as simple as replacing a worn tabletop, painting a scuffed frame, or recovering a cushion. Fresh surfaces signal "cared for" to visitors.

Graphics Refresh: New labels, updated colors, contemporary fonts. You'd be amazed at how much visual fatigue contributes to "exhibit invisibility." A $200 graphics order can make a five-year-old exhibit feel new.

Add Challenge Layers: Your gear table is fine, but visitors master it in thirty seconds. Add prompt cards with new challenges: "Can you make the gears spin backwards?" "Build the tallest tower that still turns." Fresh engagement without rebuilding anything.

Swap the Variables: Keep the structure, change what visitors manipulate. Your shadow wall works great—rotate which objects cast shadows with the seasons. Your water table is solid—swap out the boats for different designs every quarter.

Strategic Component Replacement: Replace just the tired piece while keeping everything else. The pulley system is great, but the buckets are cracked? New buckets are cheaper than a new exhibit.



Red flags that signal an exhibit needs to go:

- Repair costs approaching 60-70% of replacement cost

- Maintenance demands are preventing you from developing new work

- Safety concerns that can't be fixed without gutting the whole thing

- Visitor engagement has dropped to near zero despite refresh attempts

- The underlying concept no longer aligns with your mission

Decommissioning doesn't mean failure. It means you're making space for something better.

The graceful exit: Document what worked and what didn't. Photograph it. Save components that might be useful elsewhere. If it served visitors well for years, honor that. Then let it go.

Repurpose what you can: That sturdy frame might become your next exhibit's foundation. Those motors could drive something new. The plexiglass always has another use. Museums should be experts at adaptive reuse.


Make This Manageable

Don't try to evaluate your entire museum in one week. Pick a gallery or a zone. Spend an afternoon observing, taking notes, and being brutally honest. Then make decisions exhibit by exhibit.

Create three literal lists: Keep, Fix, Farewell. Assign realistic timelines. Fix doesn't mean "someday when we get a grant." It means Q2 2026 with a specific plan.

The museums that feel fresh and vital aren't necessarily the ones with the newest exhibits. They're the ones where someone is paying attention, making thoughtful decisions, and refusing to accept "that's just how it is" as an answer.

So walk your floor with fresh eyes this month. Your exhibits (and your visitors!) will thank you.




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Paul Orselli writes the posts on ExhibiTricks. Paul likes to combine interesting people, ideas, and materials to make exhibits (and entire museums!) with his company POW! (Paul Orselli Workshop, Inc.) Let's work on a project together!

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Wednesday, February 3, 2016

Customer Service 101 from the Disney Institute


What does customer service have to do with exhibitions?

Everything!  

Even if your museum has the world's greatest exhibits, if visitors' interactions with staff are lacking, you will create unhappy and dissatisfied customers.  Here are some comments from a colleague's less than stellar experience from a recent family visit: "I was actually quite underwhelmed by the new museum. A lot of broken stuff: broken keyboards in Maker Space. Piece #9 missing in catenary arch. Floor staff talking to each other, looking at phones. Hey folks, hate to bother you but got a spare #9 in the back?"

OUCH!  My friend and her family couldn't use an exhibit because a piece had gone astray, and she felt like the floor staff didn't even care.  Interacting with museum visitors is a tough job that requires dedication and training to do well.  But many, if not most, museums don't have the staff or resources to provide high-level, consistent training in interacting with museum guests.

Fortunately, I've found that the Disney Institute (the part of Disney's empire that offers professional, business, and customer service training) provides a wealth of free online information with great tips about providing exceptional and memorable customer interactions.

A recent article from the Disney Institute mentions a number of their foundational principles regarding customer service, but one of my favorites that can be applied to museum (and exhibit design!) work is "purpose trumps task."

Disney helps their employees recognize that it is ok to be "off-task" if you are "on-purpose."  If you and your employees can anticipate the needs of your customers, you can far exceed their expectations.

A recent example from my own exhibit design work involved making an interactive for a small museum that seemed really anxious about the maintenance needs for a digital tablet component. During our conversations, I offered a low-tech alternative that both the museum client and project designer liked better, and that was less expensive on the front-end to produce, and less expensive on the back-end due to minimized maintenance and replacement costs.  I purposely listened to the museum client's needs and offered a collaborative suggestion that recognized their concerns, instead of merely completing a task that everyone had initially agreed to before I was brought into the job.

(Another fun example of being on-purpose is the story of "Captain Pizza" an airline pilot who ordered pizza for an entire plane delayed on the tarmac.)

There are many other actionable Disney Institute gems like "Listen Beyond the Obvious" and "Why Satisfaction is Dangerous" that can easily carry over to museum/exhibit/design work.

So click on over to the Disney Institute website to find some customer service tips that you and your staff can put into action.



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Saturday, April 20, 2013

Should A Museum Be Open 7 Days A Week?


I'm on the road right now in Bulgaria (although this particular "road" is very winding, narrow, and full of rocks ... ) but for this post I couldn't help but notice the announcement from The Museum of Modern Art (MoMA) in New York that they will now be opening 7 days a week.

So I'll ask the question: Should a museum be open 7 days a week?

I have really mixed feelings about this.  Certainly if you're a visitor or tourist, why shouldn't a museum be open as often as possible?  I'm sure part of MoMA's decision is a financial one, but aren't there different kinds of "costs" that come from being open every day?

I'm thinking specifically about exhibits and building operations.  Perhaps it's different in an Art Museum, but I know that in the hustle and bustle of interactive museums like science centers and children's museums, that it is very helpful, if not essential, to have a "non public" day to do building maintenance tasks and just put all the pieces back together again.

So what do you think?  Should museums be a 7 day a week operation, or is there value for staff (and visitors!) for at least one "day of rest"?   Tell us know your thoughts by clicking into the  "Comments" Section below this post.


Don't miss out on any ExhibiTricks posts! It's easy to get updates via email or your favorite news reader. Just click the "Sign up for Free ExhibiTricks Blog Updates" link on the upper right side of the blog.

P.S. If you receive ExhibiTricks via email (or Facebook or LinkedIn) you will need to click HERE to go to the main ExhibiTricks page to make comments or view multimedia features (like videos!)