Osterley was one of London’s National Trust sites I used to take my masters “Visitor Attractions Management” students.
| Time | Programme | Learning points |
| 10.30 AM | Meet at Osterley Station (Piccadilly Line, end of line is Heathrow Terminal 5 – blue line) Meet me by the exit. | Pre-arrival Bring the information as below, Online presence How easy is the website to find? Test all functions of the site Check visitor reviews and feedback on prominent review sites and look at any linked content on social media sites Collect information: Directions, car park, ticket information, opening times, contact details and information about how to book a tour. Attraction itself Summary the background of the site (i.e. What type of visitor attraction is this site? What is the attractiveness of this site? Seasonal activity? Facilities?) |
| 11.00 AM-12.00 PM | Arrive at Osterley Park and House Brief about the Park and House Visit the house and park and if possible, you can generally ask visitors about the questions. | Questions about visitors: Who visits this site? How many visitors do they have? Why do you think they come (their motives?) Why do people visit this site? What about visitors with additional needs? Observe visitors’ behaviours and make notes (e.g. photos) Think about the different visitors – how have their needs been met? How do visitors decide to visit this site? |
| 12.30 PM-1.00PM | Please feel free to ask site volunteers about any questions (i.e. interpretations). Imagine you a mystery shopper, walk around the site and evaluate the: 1) Visitor welcome 2) Signage/wayfinding 3) Catering 4) Retail 5) Interpretations 6) Learning opportunities | Question about operations: Site Management What leaflet is available? (i.e. the weight and quality of the paper, the use and quality of photography, the accuracy of the brochure) What information is available to you? How is the site managed – Trust, staffing buildings, volunteers, events/café – relationships with third parties? Look at the general maintenance of all grounds and gardens within the attraction. Are lawns and flower beds well maintained? (take 2 photos) Look at exterior decoration, guttering and downpipes, including the condition and roadways and paths, as well as internal fabric of all buildings, decoration, the quality and appearance of the materials (take 2 photos) Interpretations How does this site interpret history/stories? (i.e. facilities, activities, colors, light, written interpretation, visitor engagement) (take 3 photos) Is that easy to read and understand? Are virtual tours available? How authentic is the content? How detailed is the content? How wide a visitor market and range of interests and ages does it meet? How does information flow around the attraction? Is it shown in a logical order to engage the visitor? Identify two interpretation examples and interpret them by using your own words (take 2 photos) Do visitors fully understand the interpretations at this site? How are areas of the attraction interpreted that may not be accessible for certain people? Marketing How does the site promote itself? (take 3 photos) What are the other marketing opportunities for this house and park? |
| 1.00PM-1.30PM | Reflection, leave site, walk to Osterley Station | Make a 2-5 minutes individual on-site video and answer two of below questions, What aspects of the house and park inspire you? Why? What is the visitor experience about in general at this site? Identify one or two management issues that National Trust should improve in the future What are the opportunities and challenges for drawing in visitors to this site? Write down your notes as a visitor and reflect on your feeling, thoughts and experiences Make your own way home from tube station |
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