Objectives: to improve the quality of the services offered and the experience of visiting the museum
The museum supplies a complex service consisting of a variety of services offered to the visitors, which can contribute to improve the total level of the liking of visits. For this reason, different lines of intervention have been identified.
Firstly, a new visiting plan for collections and building will be developed through the designing of new and innovative itineraries, taking into consideration not only specific thematic spheres, but also different typologies of visitors and their requirements, according to surveys conducted in the field and to listening activities. Therefore the itineraries will consider the specificities of the visitors, such as demography (children, teenagers, young grown-ups, grown-ups, aged people), different cultural levels (neophytes, art lovers, scholars) and specific requirements of particular typologies of visitors (visitors with visual and/or hearing disabilities), for whom specific information devices will be created.
Secondly, traditional information devices, placed at visitors’ disposal inside the museum rooms, will be re-planned in a consistent way with the new visual identity of the museum.
Further interventions will regard digital information devices, fit to supplement the traditional instruments, which will consist in high definition images of the main works of the Museum, dioramas, audio recordings and videos, which will be also transmitted on the web as well as through a Museum app that will also provide the use of augmented reality.
In order to help the public, brochures in multiple languages for a quick visit will be issued as well as a new collection of guides connected with the sections indicated on the new itinerary plan (for example Pompeian frescoes, Pompeian mosaics, Farnese collection, etc.) together with the basic guide translated in more and more languages. Moreover, the bookshop will increase its offers with a specific section devoted to the history and art of Naples.
In the perspective of a constant improvement of the experience of visit, even for visitors with visual and hearing disabilities, the Museum intends to create not only information devices in Braille language, but also copies or scale copies of findings and important objects of the collections, which could be handled by the visitors with visual disabilities. This is part of the project “Le Mani sulla città” promoted by the Educational Section of the Museum. The Museum also intends to record information videos in LiS, the sign language, in order to meet the needs of the visitors with hearing disabilities.
In order to give an idea of the spread of the MANN all over the world, a giant poster representing the five continents will be put up at the entrance of the Museum; the presence of the exhibitions of the MANN in different places will be indicated by means of little signals. At the same time, for each piece sent on exhibition, in addition to its reproduction or hologram, an app will allow people to have information on the object and the exhibition, on the museum and the foreign town that houses it and in case on the reasons for the request and the cultural context where it has originated, such as in the case of the coming Olympics in Rio de Janeiro.
The MANN has participated in the project TECA stipulating an agreement with CNR-IASI of Rome and CNR-IRIS of Naples and thanks to the funds of POR 2007-2013 it has created a pilot project which provides an experimental app in multiple languages devoted to the visitors and installed on tablets.
As regards reception services, some priority interventions have been identified. They will concern, even thanks to new tenders for the outsourcing of some services, the renewal of the ticket office and the cloakroom; the organization and enlargement of the toilets; the creation of a temporary cafeteria until the opening of the new refreshment-room in the New Wing of the Museum; the re-definition of the typologies of products on sale at the bookshop, including artistic handcrafts and products of design, reproductions of objects of the collections made by foundries or by means of the 3D printing, silverware, jewels and textiles inspired by the collections of the museum, first-rate oeno-gastronomic products, to be marketed with the brand of the MANN.
Equally important is the improvement of the relation between the visitors and the room staff, who will be not only entrusted with the task of guarding the works, but also – in a more and more increasing way – of helping the visitors. A retraining program will be carried into effect such as to put the room staff in a position to acquire a basic knowledge of the collections of the Museum and to represent an interface between the museum and the public who need not only assistance but also information on itineraries and places to visit.
In view of all these objectives, it is very important to put into practice a process of continuous monitoring of the experience of visit through surveys conducted in the field with different methodologies of data collection (questionnaires, focus group, observational studies, etc.). The surveys will allow not only to know the social-demographic profile of the public of the museum, but also to analyze specific themes in depth and, more in general, to verify the presence of possible problems in the experience of visiting the Museum.
On the basis of what is set out, it is possible to identify some specific targets which the Museum intends to achieve, as specified below:
itineraries 5 new itineraries within the year 2019
devices 10 audio presentations, 10 video presentations, 5 dioramas, 1 app AR within the year 2019
guides new thematic guides within the year 2019
panels and signs new internal communication within the year 2019
services renewal of the ticket office and the cloakroom within the year 2017
surveys of the public 4 surveys conducted in the field within the year 2019