博物館觀眾抱怨的處理

隨著時代的變遷，現代博物館功能日趨多元，角色日益重要，與民眾關係日漸密切。博物館不再只是蒐藏、研究、展示、教育的地方，博物館已經成為這個時代觀光、旅遊、休閒、娛樂與學習的場所。當民眾肯定博物館新的價值，賦予博物館新的任務，博物館就必須改變昔日經營心態，積極走入社會，以熱忱的服務擁抱民眾，並直接承受來自民眾的指責與抱怨。博物館的觀眾抱怨，大多從觀眾對博物館展示的不滿、活動的不宜、設施的不適與服務的不快中發生，觀眾透過抱怨也許是想告訴博物館，他（她）們在博物館已經有了不舒服或不愉快的感覺，也許是想提醒博物館，他（她）們在博物館已經有了感受比預期還差的失望。博物館碰到觀眾抱怨，應先將心比心，並從觀眾立場去體會觀眾心情。博物館不要老想站在自己的立場利用機會去教育或改變觀眾，博物館有時也要站在觀眾的立場利用機會去教育或改變自己。博物館究竟應該如何處理觀眾抱怨？其實很簡單，博物館只要要求全體員工用心傾聽觀眾抱怨、真心面對觀眾抱怨、虛心接受觀眾抱怨、誠心處理觀眾抱怨與熱心回應觀眾抱怨。觀眾抱怨是博物館進步的動力。博物館一定要更加謙卑與自省，千萬不可小覷觀眾對博物館抱怨後因失望所引發的反撲。

關鍵字

現代博物館；觀眾抱怨；抱怨處理；積極回應；有效處理

並列摘要

With the changing of the times, the modern museum has taken on more and more varied functions. It has not only become a collection, research, exhibition and education space, but also a place for sightseeing, recreation, entertainment and self-learning. A closer relationship is developing between the modern museum and the public and the modern museum is becoming increasingly important in people’s lives. When the value of museums is recognized, changes must come about in the operating attitude of museums. They must provide enthusiastic service to the public and be ready to accept criticism and complaints. Museum visitor complaints are mostly concerned with exhibitions, activities and facilities. Complaints represent a feeling of disappointment from the expected experience. Providing visitors an appropriate channel for submitting complaints can alert museum staff to inappropriate exhibitions, events, activities and behaviors and give them the opportunity to take corrective action. How should museum staff deal with various complaints? The answer is sincerely and promptly. Museum staff should intently listen to visitor problems and look at issues from the visitor’s viewpoint. Museums eager to improve service need to start by changing their attitudes. Vigorous response to and effective handling of complaints are essential. Visitor complaints must be viewed as valuable feedback and one of the most available sources of information.