This paper the development and success of an ambitious plan launched by the Philadelphia Zoo in late 1970's and early 1980s to streamline operating procedures, repair and replace buildings and exhibits, and evaluate and upgrade visitor services. A key part of this service strategy was a visitor survey, which aimed to identify weaknesses and provide regular feedback for operating staff and management. A copy of this questionnaire is included in this paper.
Audience research inspired this interpretive case study in which the evaluator compared planning for the visitor experience and visitor response to the developed environment in a living history site setting. During 1987-1988, the evaluator spent several months observing and interviewing museum workers and visitors, in situ, at The Gibson House, which is operated by the City of Toronto Historic Museums and Art Centres. The case study included a variety of data triangulation techniques to interpret the visitor experience from multiple perspectives (e.g., Soren, 1990-2000). The Gibson House
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Barbara SorenCity of Toronto Historic Museums and Art Centres