ABSTRACT
This chapter examines the findings from Monti's evaluation in 2004 as a case study on facilitating the connection of the visitor with silent objects. The evaluation programme reported in the chapter focused 011 the six object-handling activities available at the British Museum during the months of February and March 2004. The British Museum has a thorough training programme for all its volunteers. In the Enlightenment gallery, the design styles of the desk appeared to have taken priority over usability issues. Mystery shopping has been used in market research since the 1940s and earlier to assess quality of service or compliance with regulations, or to gather other information about products or services. The visitor-object interaction is most importantly mediated by aspects of the environment, such as the space syntax of the gallery, and by design idioms including those that attract people.
