Scottish Borders Council museum service, Berwickshire

Tracy Robertson, 15.03.2012
Scottish Borders Council presents exhibitions in 13 museums and visitor centres throughout the borders. Within Berwickshire we have responsibility for the Jim Clark Room and Coldstream Museum as well as providing exhibitions for Duns Exhibition Room and Kelso Library.

Our front-of-house staff are a dedicated and enthusiastic team of people who work hard to improve the services that they provide.

In recent years we’ve introduced front-of-house manuals that detail everything from opening up and cleaning, to till procedures and complaint handling.

These have proved invaluable and have been used as a template for other museums in the wider service.

Last year, a member of the team piloted a frequently asked questions spreadsheet as a quick reference for staff. It has proved to be a very useful source for all members of the museum team and again has been rolled out as standard front-of-house practice.

This shows how initiatives like this can be successful when owned and led by front-of-house staff.

The next development will be a customer care workshop devised in-house by a staff member with over 15 years of visitor service experience.

The pilot is being delivered to a selected group of front-of-house staff this month. From this we hope to collate input from the customer facing team to develop a customer care charter for use in museums across the Scottish Borders.

Tracy Robertson is a museum and gallery assistant at the Scottish Borders Council

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Scottish Borders Council museum service

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