‘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)

Easy access to historic buildings


These guidelines focus on physical access issues, as well as the challenges and constraints posed by buildings whose function is not directly related to their historic status – shops, offices and civic buildings – rather than those preserved and opened to the public purely as historic attractions.

Writing an Access Statement


This resource provides guidance on how to write an Access Statement by directing users to a free Access Statement Tool which outlines the simple four-step process. It also includes real examples of Access Statements from other tourism businesses.

Audience development


This guidance from Heritage Lottery Fund (HLF) outlines common barriers and incentives for audiences, and provides advice on setting targets, improving the offer and making people feel welcome. It has a particular focus on developing new and wider audiences for your heritage.

Friendly evaluation toolkit


This toolkit 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, useful examples of evaluation techniques that other people have used and that can be modified.