Furthering the Discussion: Museums and Controversial Issues

During studies at the University of the Arts an industry shift involving the museum visitor experience, often described as leaving behind the musty temple in exchange for a vibrant forum, has been made clear. This is evidenced in the prevalence of innovative exhibitions, interpretive programs, the use of social media, and the adoption of emerging web technologies. In pursuing these actions, museums bring multiple voices into the institution. This inclusive and open environment will eventually lead to conflicting opinions, discussion, and controversy. To date, very little research has been conducted on the risks, benefits, and visitor input associated with addressing this industry shift. This thesis improves the understanding of these issues by exploring previous examples of controversy, comparing them with relevant research, and interpreting the results of a preliminary visitor study. The results of this comparative analysis demonstrate public support for this shift, a need for more research, and also provide a number of useful recommendations for museums seeking to better understand the implications of adopting new technologies and new ways of engaging the public.