The last year or so has seen a dramatic increase in all the talk about mobile apps, not just across the museum and heritage industry, but for all major sectors. From banking apps to games to photo management, from useful apps like the TFL Live London Underground Updates to the completely worthless ones like SimStapler, mobile apps are in. But are they really adding any value to someone’s experience on a mobile device, or do many companies invest in building an app simply because someone else (who is possibly competition) is doing it?
As with all things technology, building, buying or investing in something just because another company is doing it is probably the worst way to justify expending your resources. But marketing gurus, who drive much of the social media, interactive and website / mobile website policies in business and non-profit industries, will probably have you believe otherwise. For many of them, having a FaceBook app is vital to ‘staying competitive ‘- a mobile app is not different. But who can blame them – spending and job titles have to be justified if they are to stay in work year after year – but this article is not about the marketing aspect.
So museums can invest in a variety of different mobile apps – and most of the talk that you’ll see on LinkedIn groups, for instance, is all about trying to engage the visitor (without actually defining the visitor interestingly enough). But if we were to work back and look at mobile applications as tools and investments, the following questions need to be answered:
- Will a mobile app increase visitor footfall, enhance visitor experience or keep visitors engaged with the museum longer (let’s stick measurable results here, not prophesized effects)?
- Will the mobile app add to museum revenues in any way?
- Will the mobile app save the museum any money in the long run?
- Will the mobile app increase the museum’s operational efficiency or boost employee morale?
- Will the mobile app add anything along adding to the knowledge and education of the public in line with the museum’s aims and goals?
Of course, it’s probably important to decide WHAT the mobile app will do before you go by evaluating these factors – but at the very least, a decision to develop a mobile application must, in my view, be subject to a YES for at least 2 of the above questions.
So, can mobile applications actually accomplish any of the above?
Whilst it may seem very promising from a visitor engagement standpoint, my personal view is that a mobile app will have little or no effect for most museums. For science and technology museums that target and engage a younger audience, by all means, yes – for others, I don’t think so. Most likely (and please quote statistics if they are available otherwise), the typical museum goer is actually irritated with smart phones, and at best, only uses it for email or the GPS (if they can).
That’s not to say that a well built museum app cannot serve an educational purpose – but even then, it really depends on potential visitors to show enough dedication to view the museum’s collection on a small screen – that requires quite a high level of tolerance, even with today’s technology.
I believe the real use of mobile applications lies in helping museums becoming more efficient and helping make the life of museum employees easier. Mobile apps, whether they are for phones and tablets, can assist curatorial staff or art historians in constantly managing and updating collection related data, without having to log into a PC or particular piece of software. This can be especially useful, if combined with the photography and scanning / inventory management related functionality available in today’s smartphones.
At the end of the day, there’s no right or wrong here – it’s all just a matter of how each person approaches the subject of mobile apps for museums. My general view is that customer / visitor facing apps for museums are overrated, and will, in all likelihood, not produce a good return on investment.
But we’d love to hear other views, so please share yours.