Blog

By Lisa Ciota, Class of 2020, Education Guide

First, a great big “THANK YOU” goes out to the Docent and Volunteer community for participating in the June 2023 Bridge User Survey.  Participation in the survey was great–178 people or 38.9% of all docents and volunteers completed the survey, more than half of whom did so within 24 hours!  Breaking down respondents by role, the participation rate was as follows:  155 or 45% of docents and 23 or 21% of volunteers-only completed the survey.  It should be noted that overall, survey respondents were well distributed across docent classes.  

 The Communications Committee is reviewing survey results – we have over 50 pages of analysis and results including user comments to digest – but major takeaways include:

• The docent & volunteer community find The Bridge and Weekly Update useful and its content interesting.
  • While news and happenings at the CAC are the top reasons people visit The Bridge, nearly all content categories received an “interested” or higher user rating.
• Users consistently and regularly engage with The Bridge and Weekly Update. 
  • 68% of docents and 48% of volunteers report visiting The Bridge at least once weekly.
  • Bridge engagement directly correlates with overall docent and volunteer engagement (i.e., number of tours or shifts completed). 
• Opportunities to enhance communications to support both docent/volunteer engagement and guest interactions exist.
  • This includes having more information about internal CAC and docent council/committee activities to providing helpful hints on guest interactions such as dealing with a disappointed visitor or providing suggestions of local restaurants and/or places to visit.
• The design/layout and functionality of The Bridge leaves something to be desired. 
  • Dated content and difficulty finding tour manuals were among the most frequently cited frustrations with The Bridge. 

The Communications Committee is committed to implementing a few quick hits over the next several months.  For example, we’ll be looking to provide some tips & tricks to help with site navigation and will be exploring opportunities to share more information about the various docent committees. 

More importantly, the docent and volunteer feedback received from this survey has sparked conversations and calls to action across the CAC.  We have shared survey results with Docent Council, the three major task forces (Digital Growth, Docent Experience and Docent-Staff Collaboration), and with staff.  All will be using this data and your input to help forge a path forward.  Stay tuned to see what happens and thank you again for your participation in this survey!

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