This session has the focus on understanding the question of how to define key indicators for museum metrics as an important insight to develop the museum performance management, that takes into account the internal and external stakeholders of the institution, to provide a view of the organization from various perspectives in order to increase the reputation of the museum among those stakeholders.
The museum sector is characterized by several features that make this field very challenging. One of these characteristics is the fact that we have to see them as a multidimensional product since cultural goods have a dual character, they are artistic and economic products at the same time.
On the other hand, measuring quality in museums is a difficult tact, it is difficult, sometimes even impossible, to establish a series of indicators and obtain adequate data.
Today it is almost necessary to integrate the performance measurement system into the strategic decision-making of the organization. Museum managers feel the pressure to demonstrate that their organization is performing well from a variety of stakeholders and perceive that multidimensional performance measures could bridge the information gap on the performance, quality, and artistic value of cultural programs.
Moderator: Magdalena Gaete, Head Laboratory for Reputation Management in Education, HSE University in St. Petersburg, and Representative of the University of Navarra in Russia.
Cees B.M. van Riel is a professor of corporate communication at Rotterdam School of Management, Erasmus University (RSM), and co-founded the Reputation Institute.
Maria Krylova, Anatoly Talanenko, Anastasia Polomarchuk, Valery Gordin, Laboratory of Cultural Economics, HSE University in St. Petersburg. “Reputation through the youth's eyes: the loyal community as a mediator between museum and youth”.
Victor Martínez de Albéniz, professor in IESE’s Department of Production, Technology and Operations Management. IESE Business School.
Magdalena Gaete, Anastasia Nikolskaya, Laboratory for Reputation Management in Education, HSE University in St. Petersburg "Research on Hermitage reputation among Russian visitors. Analysis of online reviews on Google and Yandex Maps."
Angel Alloza, CEO & General Secretary of Corporate Excellence (Centre for Reputation Leadership).