Best practices in creating quality online experiences for museum users

The Canadian Heritage Information Network commissioned a research study on quality in online experiences in order to ensure that the Virtual Museum of Canada (VMC), launched in 2001 to provide a strong online presence for Canadian museums, retains some consistency through its content and interface. The research goals were to determine what factors define 'quality' in online museum projects and how to measure this quality through a thorough analysis of existing online museum products in the VMC portal. This article focuses on how development teams attempted to engage users of eight VMC products. The 2002 statistics for these products indicated higher user engagement. Interviews with project managers and multimedia developers explored successes and challenges in developing products, and potential best practices for producing quality in online experiences for VMC users. Five factors frame the discussion of findings. Expectations for user engagement, as well as objectives, outcomes, and success indicators were important factors at the outset of the project. Critical factors during and after Web site development included the needs of intended and other interested audiences, and opportunities for reflection and evaluation following the launch of the product. Finally, building an exhibit that meets partners' interests and changing needs contributes to a project's lasting impact.