Australian War Memorial, Australian Museum and the Art Gallery of New South Wales

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Managing Volunteers in Tourism, 2009, 1st, pp. 159 - 173
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This case study tells the story of how three large museums in New South Wales and the Australian Capital Territory in Australia manage their volunteers. Each museum operates a successful volunteer program for which there is a waiting list of volunteers. The volunteers at each museum are well managed, happy, and doing a valuable job for their respective organizations. We can learn something from their success. The volunteer coordinators from each organization have also identified areas in which their volunteers could be better managed in terms of the volunteer programs' integration into the larger organization and the ongoing support and training of the managers and coordinators who supervise volunteers. These are significant insights from practitioners in the field, which provide valuable learning opportunities. The case study provides an overview of the three organizations and their successful volunteer programs, and identifies key issues and a model for successful volunteer management. Three prominent Australian museums are the center of this case study: The Australian War Memorial (the Memorial), located in Canberra, the capital city of Australia, in the Australian Capital Territory; the Australian Museum (the Museum), located next to Hyde Park in the center of Sydney, New South Wales; and, also in central Sydney, the Art Gallery of New South Wales (the Gallery), located in The Domain.
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