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How we organize the feedback and the evaluations Latvia`s Experience Jānis Motivāns Head of “Money World” of BoL The feedback - extremely significant Museum is like a newborn baby, nurtured and protected and watched to grow. From its very inception and during each phase of maturing, the feedback from the surrounding world has been extremely significant for the caretakers of the offspring. The concept group What we hopped for was the acknowledgement of our know-how – what, why, for whom and by what technical means That is why we established the concept group. The concept group comprised The concept group comprised the founder of the Geldmuseum, a representative of the Central Bank of Finland, former director of VW Canada, a Swedish PR expert, and three employees of Latvijas Banka. I was the person to compile the results of all discussions: thus the project emerged. Currently: the linkage is alive and active, with all these people watching the evolution of the museum. Four groups of assessors Upon accomplishing the project, we invited four groups of assessors: • colleagues who are professionals in specific areas; • designers of stands and multimedia; • teachers and lecturers of economics and social sciences; • students of various ages and specializations. The feedback from colleagues- professionals • spared us from professional mistakes; • opened up new vistas and resources for enriching and expanding the exposition. Currently: the relationship takes the form of an informal working group which is activated with the development of each new exhibition project. The feedback from the group of stand and multimedia designers • helped us optimize the spacing of the display and plan visitors' flows; • helped avoid making mistakes committed by other museums; • suggested better, more advanced solutions for multimedia applications; • demonstrated how the displaying of specific objects, e.g. coins, can be perfected. Currently: the group does not exist as its services were for charge. Assistance comes from the designers of the company commissioned to provide maintenance services of stands and multimedia. The feedback from teachers and lecturers • gave rise to inferences regarding aligning of the exposition and teaching standards; • provided suggestions regarding the themes of displays; • improved the contents of student worksheets; • initiated perception testing of some records. Currently: the feedback from this group is continuing: • teachers are invited to seminars four times a year; • The Money World participates in all major teacher forums in respective areas; • during each session, the 2nd guide is obliged to find out teacher's assessment of the display and ask for recommendations. The feedback from students… during formation of museum resulted in: • suggestions regarding the selection of themes; • perception testing of some records; • improvements in the contents of student worksheets; • proposals regarding the role of games. Currently: the feedback from those students is occasional as the first experts have already left schools. The feedback from students now Student questionnaires take place once a year within common procedure quality surveys and will be continued; Currently: during each session, the 2nd guide is obliged to find out teacher's assessment of the display and ask for recommendations. Employees of Latvijas Banka For 14 days following the opening of the museum, only the employees of Latvijas Banka were frequenting the Money World together with their friends and relatives and we recorded their proposals and commentaries. The employees knew that taking their relatives on an excursion in otherwise closed work premises of BoL was an extra bonus, while visitors' assessment, comments and recommendations to improve the exhibition would be accepted as a fee for the visit. Employees of Latvijas Banka In the course of the five years since the opening of the museum, the staff members of Latvijas Banka have been invited to visit it for two more times, and the feedback has always been effective. Groups of other Professionals A seventh group providing feedback are professionals, from whom we request opinion about the elements of the display that are not typical for a central bank. Among them are, for instance, • companies dealing in money cards; • investment companies; • employees and associations of commercial banks; • money producers. Currently: the cooperation is excellent! None of them spare their advice, and two assessors have rendered practical assistance in terms of both information and some financing. Museum experts The eighth feedback comes from museum experts of ICOM Latvia (International Counsil of Museums) and intra-branch expert circles. The appearance of their representatives is not frequent, albeit sufficiently often. In this respect, annual meetings with students taking a course for Master's Degree in museum studies are particularly valuable. Currently: would-be graduates of the Master's Degree course are assigned the task to consider improvements in the museum activities. We do not hesitate to involve them! PR specialists The ninth feedback is provided by external PR specialists: the Money World is an integral part of the Public Relations Department of Latvijas Banka. Currently: both representatives of the professional association and students of this specialty visit the Money World at least twice a year and give their assessment of the museum as a PR instrument. Guiding experts The tenth linkage is provided by the guiding experts. Following two-day studies and shooting a film about the museum activities, we received recommendations in the form of a brief training and essay. Three audits have been conducted. Currently: following submitted recommendations, we engage in training new staff members and other lecturers on our own. What do we ask? The questions differ depending on the group. Being quite diplomatic, they are as follows. Prior to the visit: • Why have you come? • What do you expect to see, hear and learn? • What questions would you like to find answers to? • Who informed you about this museum and exhibition? What do we ask? After the visit (clarification of facts): • Did you get answers to questions that interested you? From where? If not, what did you not understand and where? • Did you catch the idea of what was said? • Did you understand the content of the stands (screens)? If not, what did you not understand and where? • Have you got any ideas how to improve this exhibition? What do we ask? After the visit (emotional): • Did you have enough time to see everything? • Was it interesting? What was particularly captivating? • What was boring? A stand? Multimedia? • What surprised and what pleased you? • What annoyed or disappointed you? • What discoveries have you made for yourself? Where, how and whom do we questions? Most part of asking was described in the above part of my presentation where different feedback groups are dealt with. Questions and attitudes differ for each target group. Where and how are the outcomes used? Initiatives to benefit from feedbacks must be a competence of the staff of the Money World. An agreement with the management of the bank is to be reached on the needed financing, if any. That is why all motions are sorted ot in three groups – just by costs. Activities demanding finances over 1,000 euro On the basis of the main annual survey the conclusions turn into ideas. Most expensive of them are included in the general action plan of BoL for a future period with financing projected for the purpose. We compile plans for the periods of one year and three years. Conclusions are accepted (or declined) regarding the common needs which should to be assessed by the management of the department. Ideas not demanding financing Proposals regarding the vision of the museum There is a graphical representation of the exhibition vision on the wall in our working premises. It shows our vision to the optimal solutions and never stops his perpetual motion. The conclusions resulting from the feedbacks allow for effective alterations to the vision. The vision-wall forms the basis for perspective planning of activities for a year or medium term. Ideas not demanding financing Content propositions Accepted proposals are handed over to the content manager. She is responsible for their implementation depending on the form of the proposal. We do not like Flash technologies and similar things that do not permit our immediate interference in content sheets. Low cost activities below 1,000 euro Urgent measures not exceeding the amount of 1,000 euro are as a rule planned immediately for implementation along with the technical maintenance of the exposition. Resume: framework of our activities generation of own ideas – feedback groups – compiling and discussing the proposals – implementing proposals – testing the innovation in feedback groups – new improving ideas – feedback groups………….. and so on and so forth by circles!!!!
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