Reference_D-V5_Traveling_Exhibition_Services_Standard_Operating_Procedures.pdf

Traveling Exhibition Services Standard Operating Procedures

The Traveling Exhibition Services of the History of Medicine Division Exhibition Program provides exhibitions to institutions throughout the United States and abroad. Offering a diverse portfolio of exhibitions, the program is committed to quality customer service and providing an exceptional customer experience. Two copies of each exhibition title are typically offered. More than two copies for titles are offered based on exceptional customer demand.

The following guidelines provide standard operating procedures for Traveling Exhibition Services.

Booking

• Booking periods are 6-weeks with 2-weeks between each booking to accommodate shipping and to address other concerns. Booking periods may vary to 7 or 8 weeks due to holidays and to avoid periods during the year when shipping times are increased.

• Institutions that have more than one consecutive booking do not incur any additional costs beyond the standard outgoing shipping.

• Booking periods begin on a Monday and end on a Saturday.

• Bookings are promoted through an announcement on FACEBOOK, emails to our current customers, and an email announcement to Regional Medical Libraries and the National Network of Libraries of Medicine.

• If issues arise related to a booking during the booking process that requires a more complex or in-depth response, the traveling exhibition manager will be consulted.

• Special Consideration bookings are made upon request for exhibitions that have additional copies not on a regular tour itinerary. Each request is reviewed individually and a decision on booking is made by the Traveling Exhibition Manager.

• The first booking period for each new exhibition will be reserved for NLM. The exhibition will be displayed at NLM during the duration of that booking period.

Pre-Booking

• Pre-booking for a new exhibition is offered to select exhibitors for the first two booking periods of an exhibition title’s itinerary. Pre-booking generally begins 2-4 months prior to the start of the first booking period.

• In cooperation with the Outreach Coordinator and Head of the Exhibition Program, institutions are considered for a pre-booking opportunity based on institutional matches to content, pre-booking requests by potential host venues, and new audience potential.

Itineraries

Domestic Exhibitors

• Itineraries are initiated for a 4-year period consisting of 6-7 bookings per year.

Extensions of 1-2 years are made based on demand and the number of venues (4-6) on the waiting list.

• Launch dates for traveling exhibitions are determined in cooperation with the Outreach Coordinator and Head of the Exhibition Program.

• Tour itinerary extensions are considered based on exceptional demand and waiting list numbers, and will be determined by the Traveling Exhibition Services Manager.

• Release of exhibition itineraries to initiate online booking generally occurs 4 weeks prior to the first booking period.

• Online itineraries are updated at least once every week depending on the number of bookings that are received. During the initial booking of an exhibition title, updates take place more frequently to ensure that the online itinerary reflects the latest availability and bookings.

• The online itinerary reflects the location at which the exhibition is displayed if the host exhibitor is not part of the exhibition display location. For example, an exhibition that is booked by the Historical Society of Washington DC, but displayed at the DC Public Library would have the DC Public Library listed as the host on the online itinerary and on the “find an exhibition near you” generated map. The host exhibitor/customer would be the Historical Society, but the online itinerary would show the DC Public Library as the actual host location for that booking period.

• Refurbishment periods occur approximately every two years. These are full booking periods used to examine, repair and refurbish traveling exhibitions. They are scheduled to take place during a summer booking period or less popular time of the year for booking.

International Exhibitors

• International host exhibitors include Canada and any other country outside the United States.

• International host exhibitors are responsible for both incoming and outgoing shipping as well as any customs fees.

• Exhibitions slated for an international host outside of North America will be shipped from the domestic host to NLM for an inspection prior to shipping to the international location.

• International institutions are offered an opportunity to host two consecutive booking periods with no additional costs beyond shipping.

Packing

• Exhibitions are packed into two plastic wheeled graphics containers. A business card for the Traveling Exhibition Services Manager is attached to both the lid and the side of each container.

• Each container is packed to hold three cloth cylindrical bags each containing one graphic banner and three smaller cylindrical bags each containing a rod and foot hardware.

• A label is placed on the lid of each container identifying the exhibition title and the copy number. For example, S&T 1A, S&T 1B for Surviving and Thriving, Copy 1A and Copy 1B.

Shipping

• All exhibitions are shipped between exhibitors using Federal Express (FEDEX) three-day express saver service. Exhibitors are permitted to use other shipping companies such as UPS, only if FEDEX is not available to them. Any shipping method used must have a tracking system and have no more than a three-day transit time.

• Each exhibitor is responsible for shipping arrangements and outgoing shipping costs from their institution to the next host exhibitor.

• Shipping reminder emails are sent to each current host exhibitor as per the guidelines found under “Communications” below.

Communications

Communication with exhibitors is a vital part of customer service.

• Responses to email booking requests are made on the same day they are received or the next available day after receipt.

• Booking confirmation letters are sent to all confirmed host venues via email to confirm a booking period. A follow-up email is generated to confirm receipt of the signed confirmation letter.

• “Six Month Reminder” emails are sent to upcoming host exhibitors six months prior to the opening date.

• “Opening Reminder” emails are sent to host exhibitors four weeks prior to the opening date and provide shipping information and exhibitor resources including PR images and Installation Guide. Host exhibitors are directed to the exhibition web site to download exhibitor resource materials including the Host Venue Survey.

• “Shipping Reminder” emails are sent to host exhibitors two weeks prior to the closing date and provide outgoing shipping information.

• Host Survey emails are sent to current exhibitors one day prior to the closing date.

Along with an attached Host Survey, a request is made for installation and event images as well as copies of publicity and other PR related to the institution’s hosting of the exhibition.

• Copies of outgoing emails are copied to all Traveling Exhibition Services staff.

• Library exhibitors are put in touch with their Regional Medical Library (RML) within one week of an institution’s booking to encourage communication and partnership

Host Surveys

• On the first workday after the exhibition closing date, a separate email with a link to the host survey is sent to host exhibitors for completion within two weeks.

• If a host venue survey is not received by traveling exhibition services by the requested deadline, a follow-up email and/or phone call is placed to the host exhibitor within two weeks.

• Host Surveys collect information on each exhibitor’s hosting of an exhibition including visitor numbers representing an actual gate count or 20% of the total institution visitors;

on-site supplementary programming information and program attendance numbers;

public relations information and exhibitor comments.

• Data from Host Venue Surveys is entered into several excel spreadsheets including the Survey Worksheet, Fiscal Year Reports and Calendar Year Reports, after receipt of the survey from a host exhibitor. Data is also entered into the Exhibition Customer Database.

Host Exhibitors/Customers

Host Exhibitor/Customer Categories - Exhibitors may reside in more than one category, but generally, are assigned to a single category.

• RML (Regional Medical Libraries)

• NNLM (National Network of Libraries of Medicine)

• Public Libraries

• Higher Education institutions

• Cultural and Professional Institutions or Organizations

• K-12 schools

Naming Convention for Host Exhibitors

Each institution hosting an exhibition is considered a “Local Institution.” This may differ from the host of record that appears on the booking confirmation letter. The naming convention for identifying local institutions is as follows:

• If a university or college library: University name - library name Example: University of Michigan - Taubman Health Sciences Library

• If a public library: full name of library; if the library is part of a large library system:

system Name – branch Name

Example: Fairfax Public Library - Centreville Regional Library

• If a university or college location that is not a library: University name - department or office name

Example: University of Liverpool - Department of History

• If a museum or cultural institution:

Example: Historical Society of Washington, D.C. – D.C. Public Library Historical Society of Washington, D.C. (if displayed at that location)

• If a secondary or elementary school: full name of school Example: Douglas County High School

• If a special booking with a professional organization: full name of organization; if an acronym is more familiar it can be added in parenthesis after full name. For example:

World Health Organization (WHO)

Naming conventions are used in every instance where the name of the host exhibitor/customer is required including database, itineraries, host surveys, etc. An Exhibitor Information Form is sent to each new exhibitor and is intended to capture accurate contact information and institution name. Traveling Exhibition Services staff reviews all exhibitor information and makes updates to the exhibitor database as required.

Pre-Release Promotion

As part of outreach to our customer base and in an effort to promote our upcoming exhibitions, the following pre-release strategy is utilized in cooperation with the exhibition outreach coordinator.

• Exhibition outreach coordinator prepares promotion plan and suggests optimum exhibition launch dates.

• Regional Medical Libraries are contacted via email to alert them to a new upcoming traveling exhibition.

• New traveling exhibition titles are listed online under Upcoming Exhibitions.

• Specific libraries and institutions are targeted based on exhibition content for pre-booking in advance of the public release of an itinerary.

• Social media posts are made including Facebook.

Exhibition Inventory and Tracking

An inventory of all exhibitions on-site at NLM is maintained through a spreadsheet document noting the status, storage location, action items prior to ship-out, and ship-out date for exhibitions. This is an active document that changes based on the exhibitions at NLM. The inventory of exhibitions and equipment is completed quarterly and reflects current quantities.

Exhibitor Database

An Exhibitor Database is maintained with information on each host exhibitor including name and contact information, exhibitions booked, institution type, NNLM membership, and past problems. New exhibitors are entered immediately upon booking an exhibition. Updates are made to the database to reflect institutional personnel changes.

Data and Reporting

Regular data is collected and maintained related to traveling exhibitions in the Exhibitor Database and the Host Venue Survey spreadsheet. Reports are generated using the data that is collected. Data is used based on the closing date of the traveling exhibition which must fall within the quarter represented in the Quarterly Report.

• Monthly Booking Reports: Track venue, location, exhibit title, opening and closing dates, and whether a new exhibitor or a National Network of Libraries of Medicine member/affiliate. These are filed on the R drive under “Monthly Booking Reports.”

• Calendar Year and FY statistics are maintained in an excel spreadsheet and document number of bookings, bookings by state, NNLM member bookings, bookings by exhibition, openings by exhibition, closings by exhibition, visitors by exhibition, programs by exhibition, program attendance. They are filed on the R drive under “Yearly Reports.”

• Host Venue Survey: Tracks host exhibitor, start and end date of a booking period, institution type, NNLM status, visitor numbers, primary audience, programming, online resources use, and visitor comments. This is filed on the S Drive at:

S:\Exhibition\Evaluations\Traveling Host Surveys.

• Quarterly Reports provide statistics on:

a) number of traveling exhibition titles

b) number of copies of exhibition titles

c) number of unique institutions hosting an exhibition

d) number of states represented

e) number of countries outside the United States represented

f) number of new bookings

g) number of new exhibitors booking for the first time

h) number of National Network of Libraries of Medicine members and associates

i) number of visitors (this number is based on the total number of exhibitors recorded on returned Host Surveys)

PR Information

All exhibitors are provided with PR images and information. This is made available in part as online Exhibitor Resources and with the distribution of “Opening Reminder” emails by Traveling Exhibition staff.

Online publicity and promotion is gathered periodically and copies placed in the R drive venue folder under each exhibition title.

Web

Traveling Exhibition Services staff maintain the online itinerary for all traveling exhibitions.

Online itineraries are updated each week to reflect any changes including cancelled or new bookings. During the initial launch of an exhibition, these updates are made more frequently in an effort to keep the online itinerary up-to-date.

Traveling Exhibition Services

Training

New traveling exhibition staff are trained by current traveling exhibition coordinators and the Traveling Exhibition Services manager. Access to the “How to Guide” for booking a traveling exhibition is made available.

Exhibitor Resources

The following exhibitor resources are provided via online access (downloadable) and email to:

• Exhibition Basic Information

• Exhibition Shipping Information

• Exhibition PR Information

• Exhibition Brochure

• Exhibition Poster

• Traveling Exhibition Host Survey

• Exhibition Website

• Exhibition Installation Video

In addition, some exhibitions offer the following online downloadable resources:

• PR images

• Trading cards

• Exhibition Children’s Guide

Exhibitor Special Requests

Exhibitors will often have special requests related to their hosting of traveling exhibitions. In general, these are reviewed on a case-by-case basis. The following are guidelines for handling specific special requests as indicated:

Request to reprint graphic banners: Host exhibitors may request to reprint the traveling exhibition graphic banners for independent or extended display at their institutions through the Do-It-Yourself Exhibition Program (see Do-It-Yourself Exhibition Program below).

Request to reprint exhibition script or text: Host exhibitors may request to reprint or reproduce a traveling exhibition script or text.

• Text from traveling exhibitions are in the public domain and are available free of charge.

• Any use of text from traveling exhibitions must include a credit to the published exhibition using the following format:

Name of exhibition was produced by the National Library of Medicine, year of publication and curated by name of curator.

Do-It-Yourself Exhibition Program

Host exhibitors may request to reprint select traveling exhibition graphic banners for independent or extended display at their institutions.

• Traveling exhibitions with all NLM/HMD images which are in the public domain ARE eligible for reprinting by a host exhibitor

• Traveling exhibitions with mixed images from sources other than NLM/HMD are NOT eligible for reprinting by a host exhibitor.

When reviewing a request to reprint graphic banners:

• Obtain all pertinent information regarding the intended use of the reprinted banners including the reason for the request, the intended purpose and the intended length of display

• Provide a letter of understanding outline the requirements and guidelines for the host exhibitor’s signature

• Provide guidelines for the use of the reprinted graphics including:

1. Graphics must be used in association with the traveling exhibition for educational or other related activities.

2. The NLM logo and credit must be used.

3. The reprinted banners cannot be used to promote any other entity, program, business or commercial activity or interest.

4. No admission fee can be charged for viewing the display of the reprinted graphic banners.

• Provide a high-resolution production file to the host exhibitor to be used in the reprinting process jln 7/2015 jln 7/2016 jln 9/2016 jln 4/2017 jln 1/2018 jln 2/2018