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By the time you leave you will have lots of friends to play volleyball with.” In week one, Kaplan learned all thirty-five of our names.Some of us used the list to start playing on our own, and by the fall, we had formed a tight group of friends who played together weekly.They are confident about how to use the space, what’s available, and how to connect with content of interest.But there are many casual and infrequent visitors who would like to participate but don’t know how to start.Visitors come in the door knowing who they are, but they may not know what content is of greatest interest to them.This inattention to visitors’ unique needs inordinately affects people who are unfamiliar with cultural institutions—visitors who are still learning to decode what a museum experience is all about.Almost a year later, I still play volleyball and socialize with many of these folks.

Expert visitors and staff already know how to play.

While staff members and community members developed the initial , 36% of visitors who were aware of the campaign cited it as influencing their decision to visit.

These museum trails were accessible and relevant to people because they started with who they are, not what the institution offers.

These people need friendly hosts like Phil Kaplan who can respond to them personally and help them find the activities, information, and people who will be most relevant to their needs.

By welcoming people personally and responding to their specific interests, you can foster an environment in which everyone will feel confident and energized about participating with your institution and with each other.

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