From Tools to Companions: Enhancing visitor engagement in heritage mediation

From Tools to Companions: Enhancing visitor engagement in heritage mediation

Cultural and heritage mediation is now at the heart of discussions led by institutions responsible for monuments, museum spaces, and historical sites. How can we support visitors in discovering iconic places while considering the diversity of audiences? How can we design tools adapted to everyone's needs, particularly for specific audiences? This technical meeting aims to explore the various approaches and solutions implemented by cultural institutions to enrich the visitor experience. Many questions and areas of reflection arise:

• What kinds of media should be developed? Touchscreen tablets, audio guides, mobile applications or web apps? Should the content be immersive, or should we simply provide easier access to information?
• What financing models should be considered? Subsidies, sponsorship or co-production?
• What type of content should be included? Digital maps, immersive experiences, interactive features, 3D elements, gamification?
• Who are the target audiences? Young people, adults, people with disabilities, solo visitors or families? All of them? What do they want? Is a preliminary audience study necessary?
• What role should data analysis play in understanding visitor expectations and behaviours?

This conference will be an opportunity to bring together professionals from various fields: curators, mediation experts, tourism development managers, digital and communication specialists, and service providers. The discussions will cover the different stages of designing a visitor companion, from the initial concept to production and deployment, including stakeholder consultations and the choice of operational models. Finally, we propose addressing the crucial question of tool unification: should there be a single visitor companion or a range of solutions? Should we extend beyond the discovery of the monument itself to include gardens and the wider estate to enrich the visitor experience? These are the key questions that will shape this day of discussions and reflections with the goal of redefining cultural heritage mediation to make it ever more inclusive, interactive, and engaging. The Domaine national de Chambord is currently developing a Scientific and Cultural Project (PSC), which will introduce a renewed vision for the presentation of the monument and visitor engagement strategies. In this context, significant changes are expected in the château’s visitor experience. At the same time, the HistoPad Chambord, a tablet-based tour guide available for rental at the château, will reach the end of its operational contract. As a result, the development of a new device is necessary. Its production is planned for 2027, allowing ample time for in-depth reflection.