'The museum must offer and develop good-quality, stimulating services for users and potential users, in order to get the best out of its collections, resources and local area. The museum must do the following:

3.1.1 understand who its users and non-users are
3.1.2 evaluate and analyse information to assess users’ needs
3.1.3 devise plans to broaden its range of users
3.1.4 have a culture of customer care with arrangements in place to make sure all users are treated with courtesy and care
3.1.5 take account of users’ needs, guided by a policy statement setting out a commitment to give everyone access to collections and associated information
3.1.6 respond to tourism and local priorities where appropriate.'

(Accreditation standard, October 2011)

Equality Act 2010

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This legislation is directly related to the Accreditation standard and achieving requirement 3.1.5 Access Policy Statement as museums need to ensure they are acting within the relevant legislation. It is against the law to discriminate against anyone for reasons of age, sex, sexual orientation, disability, race (including colour, nationality, ethnicity or national origin), religion, belief […]

Leeds Museums and Galleries access policy statement

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This document details the current access policy statement for Leeds Museums and Galleries. Through the implementation of this policy, Leeds Museums and Galleries aims to eliminate and reduce barriers and ensure equality of access. This resource is relevant to Accreditation requirement 3.1 Good quality services and development: ‘The museum must offer and develop good-quality, stimulating services […]

Easy access to historic buildings

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This resource is not directly related to the Accreditation Standard and achieving requirement 3.1.5 Access Policy Statement, but it can support all museums in understanding physical access issues. These guidelines focus on physical access issues; other issues such as lighting, tone, colour contrast and signing are touched upon. The guidance also focuses on the challenges […]

Writing an Access Statement

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This resource is directly related to the Accreditation standard and achieving requirement 3.1.5 Access Policy Statement. It provides guidance on how to write an Access Statement by directing users to their free Access Statement Tool which outlines the simple four-step process. It also includes real examples of Access Statements from other tourism businesses. Clicking the link on this page will open […]

Equality and Human Rights Commission

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This is directly related to the Accreditation standard and achieving requirement 3.1.5 Access policy statement as museums need to ensure they are acting within the relevant legislation. The Equality and Human Rights Commission website offers advice and guidance, tailored to both individuals and organisations, and provides information about the Equality Act 2010. Clicking the link on […]

Access policy statement template

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This is directly related to the Accreditation standard and achieving requirement 3.1.5 Access Policy Statement. This template has been developed to help museums of all sizes and types to meet the minimum Accreditation standard for creating an access policy statement. Clicking the link on this page will open this resource as a PDF in your current […]

Successful visitor experience – getting it right

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This resource is related to the Accreditation Standard 3.1.4 ‘The museum must have a culture of customer care with arrangements in place to make sure all users are treated with courtesy and care.’ It is aimed at independent museums, but will provide useful information for all museums. The success guide provides advice and guidance on […]

Visitor Attraction Quality Scheme Cymru (VAQAS) for Wales

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Achievement of a Visitor Attraction Quality Scheme award enables museums to by pass this element (3.1.4) of the Accreditation Scheme, which states: ‘The museum must have a culture of customer care with arrangements in place to make sure all users are treated with courtesy and care.’ Visitor Attraction Quality Schemes can help museums to develop and promote […]

Visitor Attraction Quality Scheme (VAQAS) for England

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Achievement of a Visitor Attraction Quality Scheme award enables museums to by pass this element (3.1.4) of the Accreditation Scheme, which states: ‘The museum must have a culture of customer care with arrangements in place to make sure all users are treated with courtesy and care.’ Visitor Attraction Quality Schemes can help museums to develop and promote […]

Museums marketing programme 2011-2012

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This resource supports museums in reaching the Accreditation Standard 3.1.3, ‘Devise plans to broaden its range of users.’ This guide also provides information to support museums in reaching the Accreditation Standard section 3.2.3, ‘The museum must communicate effectively with users and potential users through a range of accessible marketing and promotional activities.’ It is a […]

Co-creating community projects

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This resource supports museums in reaching the Accreditation Standard, 3.1.3: ‘Devise plans to broaden its range of users.’ This introductory guide provides an overview of what co-creation is or could be, drawing on a number of case studies. It provides information on issues that museums might need to consider when exploring the practice of co-creation, […]

Toolkit for working with young people in museums

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This resource is not directly linked to the Accreditation Standard, but can provide useful guidance and support on evaluation and consultation as required for section 3.1.3: ‘Devise plans to broaden its range of users.’ The toolkit draws on the experience of a two year national project, Scotland Creates: A Sense of Place, led by the […]

Audience development

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This resource is not directly linked to the Accreditation Standard, but can provide useful guidance and support on evaluation and consultation as required for section 3.1.3: ‘Devise plans to broaden its range of users.’ This guidance from Heritage Lottery Fund (HLF) outlines common barriers and incentives for audiences, and provides advice on setting targets, improving […]

Guide to audience development planning

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This guide supports museums in reaching the Accreditation Standard, 3.1.3: ‘Devise plans to broaden its range of users.’ It suggests a flexible process that can help organisations surface and test ambitions for developing audiences and then take realistic steps towards achieving them with a good chance of success. The framework for building a plan is […]

Qualitative audience research methodologies

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This report can support the consultation requirement of the Accreditation Standard, 3.1.3: ‘Devise plans to broaden its range of users.’ It has been researched and prepared to assist cultural heritage organisations in considering and developing appropriate methodologies for audience work. Clicking the link on this page will open this resource to view on the University of […]

Materials from 'Getting to Grips with Audience Data'

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This resource can support museums in meeting the consultation and evaluation elements of the Accreditation Standard, as detailed in section 3, Users and their experiences. These resources are from a seminar held at National Motor Museum, Beaulieu in 2015. Participants learned from case studies showing how museums have gathered, analysed, interpreted and used user and […]

Learning in museums - evaluation

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This resource can support museums in meeting the evaluation elements of the Accreditation Standard, as detailed in section 3, Users and their experiences and specifically linked to learning in museums. This document provides guidance on the evaluation of museum learning programmes. Clicking the link on this page will open this resource as a PDF in your […]

Guidance on measuring visitor satisfaction

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This resource can support museums in meeting the consultation and evaluation elements of the Accreditation Standard, as detailed in section 3, Users and their experiences. This guidance aims to provide an insight into a fundamental component of visitor studies, namely measuring visitor satisfaction, as a step towards actively engaging in audience research and developing relationships […]

User value of museums and galleries: a critical view of the literature

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This resource can help museums understand its users. It supports the Accreditation Standard section 3, Users and their experiences. This study draws together existing studies within the public domain (predominantly within the UK but also internationally where appropriate) that that have sought to capture, describe, understand and evidence user value when visiting museums and galleries. […]

Visitor Studies Group tool box

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This resource provides a range of resources and web links to support museums in understanding users and non-users. It supports Accreditation requirement 3.1 Good quality services and development: ‘The museum must offer and develop good-quality, stimulating services for users and potential users, in order to get the best out of its collections, resources and local […]

The Scottish Household Survey

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This resource can help museums understand its users. The survey is designed to provide accurate, up-to-date information about the characteristics, attitudes and behaviour of Scottish households and individuals on a range of issues. It supports Accreditation requirement 3.1 Good quality services and development: ‘The museum must offer and develop good-quality, stimulating services for users and potential […]

The National Survey for Wales

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The National Survey for Wales can help museums understand their users and audience segments. The resource is a face-to-face survey of people across Wales – each year over 14,000 people aged 16 and over were asked for their opinions on a wide range of issues affecting them and their local area. Respondents were selected at […]

The Taking Part survey

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The Taking Part survey can help museums understand their users. It supports Accreditation requirement 3.1 Good quality services and development: ‘The museum must offer and develop good-quality, stimulating services for users and potential users, in order to get the best out of its collections, resources and local area.’ The survey collects data on many aspects of […]

Guidance for carrying out an evaluation

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This resource from Heritage Lottery Fund (HLF) is not directly linked to the Accreditation Standard, but can provide useful guidance and support on evaluation and consultation as required for section 3, Users and their experiences. Focused on providing guidance for HLF funded projects, the guidance provides useful general information and guidance for heritage and museum […]

Evaluating community projects: a practical guide

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This resource can support museums in meeting the consultation and evaluation elements of the Accreditation Standard, as detailed in section 3, Users and their Experiences. This is a guide to evaluating community projects, based on work with 20 groups and projects across England and Wales. Clicking the link on this page will open this resource to […]

Evaluation toolkit for museum practitioners

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This resource can support museums in meeting the consultation and evaluation elements of the Accreditation Standard, as detailed in section 3, Users and their experiences. This museums specific toolkit from Renaissance East of England has been created by compiling relevant information from a range of sources, it aims to provide answers to many practical evaluation […]

Friendly evaluation toolkit

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This resource supports museums in meeting the consultation and evaluation elements of the Accreditation Standard, as detailed in section 3, Users and their experiences. This toolkit from the National Trust aims to help organisations understand the different types of evaluation and think about what they are trying to evaluate and how. It provides real, practical, […]

Evaluation Support Scotland

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This resource from Evaluation Support Scotland can support museums in meeting the consultation and evaluation elements of the Accreditation Standard, as detailed in section 3, Users and their Experiences. This website gives access to a range of evaluation guides, tools, and case studies on every aspect of evaluation. It is particularly aimed at third sector […]

Inspiring learning for all

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Inspiring Learning for All can be used to support museums in developing consultation and evaluation, particularly in relation to learning environments. It is a framework, developed by Arts Council England, that can help organisations develop more effective learning opportunities and learning environments by: Helping organisations understand how to achieve best practice in supporting learning Helping […]

Museum Accreditation: user and non-user consultation

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This resource from the South Western Federation of Museums and Galleries and Renaissance South West is directly related to the Accreditation Standard and has been developed to support museums in achieving the requirements for consultation and evaluation. The resource is aimed at Museum Development Officers/ Museum Mentors for use with smaller volunteer-run museums who may find […]