Saturday, September 29, 2018: 4:30 PM-5:45 PM
Meeting Room 16 (Connecticut Convention Center)
Kate Higbee, Director, Guest Experiences, Museum of Science and Industry
Carla Thacker, Deputy Director, Guest Experiences, Museum of Science and Industry and Joseph Hernandez, Manager of Guest and Member Services, Adler Planetarium
Staff on the front lines of an institution have long been taught to value guests’ needs above all. But this may put them face to face with guests who may be predatory, discriminatory, and a perceived threat. Two institutions discuss how they are supporting staff and enacting procedures to help.