Full course description
Course summary:
Informal interpretive contacts provide the most personalized services at a site and are key to ensuring enjoyable guest experience. By roving, or moving freely around your site, you can give visitors what they need, when they need it. If guests have good experiences with the site, they may be more likely to support it and its mission.
While visitors may receive orientation, information, and interpretation in a variety of settings, it is through informal contact that they receive individualized attention tailored to their needs. Based on guests' questions, cues, and responses, an interpreter can assess those needs and respond appropriately.
This "guest-centered" approach communicates respect and helps to build support for your site. By responding to each visitor's needs with individualized interpretation, you not only help create memorable and positive experiences: you also encourage the visitor to care more about your organization.
This course will help you successfully navigate contact with visitors and provide orientation, information, and interpretation effectively.
Course objectives:
After completing this course, learners should be able to:
- Identify critical elements of effective customer service.
- Identify visitor needs based on visitor cues.
- Select the appropriate type of service based on guest needs.
- Select appropriate interpretive techniques in order to provide opportunities for guests to connect to resource meanings.
- Describe strategies interpreters can use to assess their own visitor contacts.
- Explain when and how to conclude an informal interpretation experience appropriately.
- Identify strategies for handling legitimate complaints from guests.
Course topics include:
- Informal Interpretation Opportunities
- Customer Service
- Appropriate Techniques
- Pull It All Together
Elements of the course:
- Informational text
- Engaging video
- Interactive practice activities
- Supplemental reference materials
- Informal assessment quizzes
- Final assessment
This course is self-paced, allowing learners the flexibility to complete the course as quickly or slowly as they need.
After completing all course content and activities, you will complete a final quiz to demonstrate your understanding of key course concepts. Upon successful completion of the quiz, you will be awarded a certificate of completion.
Course creators:
This course was designed and developed by the Eppley Center for Parks and Public Lands at Indiana University, with subject matter expertise provided by the National Association for Interpretation.
Recommended background
It is recommended that students taking this course have experience in interpretation. There are no required prerequisites, but it is recommended that students complete the free Foundations of Interpretation course prior to taking this one.
How to access:
Upon enrolling, you will receive instructions and the link to the Canvas course. Note: When you register, you will receive an email invitation. Be sure to accept that invitation, or Canvas will not allow you to open the course modules.
Enrollees can move through content modules at their own pace within the course timeframe.